After informing the staff that I had purchased additional insurance, they didn't try to sell me the store's insurance. They did charge an extra 100 AUD as a security deposit when swiping the card, but it has been refunded.

There were a lot of people in line. We arrived early to pick up the car, but the staff didn't inform us and said they would charge us an extra half-day fee. After explaining for a long time, they told us we must wait until the scheduled pickup time to get the car.

Very professional. Since it's full coverage, no extra check-in or check-out inspections are needed, similar to the no-liability insurance in China. The car was very new, just over 5000 kilometers, much better than the typical 20000 kilometers in China. However, others picking up a car at Franklin Hertz should be aware that the cars are parked in a garage, and you need to drive them down yourself. It's tricky if you're not used to right-hand drive cars yet. You can ask the staff to bring the car to the ground level before handing it over. At Melbourne Airport, there's a dedicated return lane for rental cars. It's a shared lane for all rental companies and not the entrance to a private car parking. Please pay attention to this.

We arrived early, so there was no long queue.

Almost brand new car, very impressed, smooth rental process slightly slowed by small IT issues at pick up