Very satisfied

The Queenstown branch is small with inefficient customer service, and there were long queues. We were attended by a young male staff member who was very unfriendly and had a cold demeanor throughout. When we had questions after picking up the car, we had to wait too long, causing our children to be exposed to the sun. When we urged him, he started pointing fingers at us while speaking. The online claims about Apex's poor attitude towards Chinese customers seem to be true. However, all the local people we met during our New Zealand road trip were very friendly.

Understanding of what was covered in insurance was unclear

It wasn’t for this particular experience but for another incident that we had a lot trouble picking up the rental vehicle. This was in Gold Coast Australia. Our pick up time was at 4pm but we couldn’t arrive until 5:15pm. No one from apex was available because it has closed. We couldn’t pick up the car until the next day. It brought a lot of headache and anxiety. I do emphasize that when you book online for future reservations please make it in BOLD letters or an extra prompt indicating that we need to pay extra for after hour services and to indicate the time of your closing. That was a very unfortunate experience when we arrived at the parking lot to only find out it was closed and this was after we called 5 times without an answer.

The car was fabulous. The gps we paid extra for was terrible but they refunded it with no questions on drop off.