Friendly service

A toll fee of 5 dollars was charged an extra 33 dollars as a management fee by Hertz. They are really ripping off Chinese customers, knowing you won't dispute it once you return to your country. This really leaves a bad impression of Australia.

The queue was very slow, with only one staff member, and their attitude was terrible, like they didn't care if we came or not. On the second day after getting the car, I found that the left rear door wouldn't open. Despite the website showing the corresponding model, they said it was fully booked. However, I found the car in the garage, and only then did they agree to exchange it. For the rear door issue, I specifically went to the store for a replacement. After inspecting the car, the staff acknowledged that the rear door indeed wouldn't open, but still refused to replace it because the fuel tank wasn't full. I said I could refuel immediately, but disgustingly, the staff said they only had ten minutes left before closing and couldn't wait, suggesting I go to the airport location instead. From downtown to the airport takes at least half an hour by car. Is this kind of service acceptable? Later, I asked their manager to contact me, and the manager replied that the car had no issues and that the child lock was on. But if that were the case, why did the staff member admit they couldn't open it either? After returning the car, they fixed the rear door and then told me it was the child lock. Are your staff members so incompetent that they couldn't tell it was locked, or were they maliciously withholding that information? This is really poor service! What's worse, after the staff confirmed the issue, I told her that they should properly check the car before giving it to a customer. She replied that if the previous customer didn't report any issues, they would assume the car was fine and hand it over to the next customer. What kind of service is this?!

The service was good; the staff was polite and patiently explained everything.

On this occasion Hertz was fine.

I have been pleasantly surprised with all of my EasyRentCars bookings.