Excellent

Satisfied

I was not satisfied with the return experience. Before returning the car, I filled up the tank at the petrol station. Since I drove only a short distance to the store, it should not have consumed much fuel, and the fuel gauge should still be full. However, the car I used that day might have had a faulty fuel gauge, showing a one-third fuel usage for just a few kilometers of driving. The store charged me an additional 50 AUD plus the actual fuel used, totaling 54 AUD (i.e., 50 AUD service fee and 4 AUD for fuel). I find this unreasonable. As a frequent customer (you can check my rental history), I always refuel at the same station before returning the car. This time was no different, and I proactively informed the inspector about the fuel gauge issue. Despite this, the inspector noticed that the gauge showed one-third fuel used and still insisted that I pay the 50 AUD service fee and the fuel cost. I wonder why they didn't check the fuel gauge issue first after I reported it and then proceed according to the contract terms for an empty gauge.

It is a bit far from the airport. They use another company's shuttle bus to pick up and drop off customers. The shuttle is a brown minibus with a logo resembling a small squirrel. The car models they lend are relatively old, and most of the cars on the road in Australia are Japanese brands. The service terms are explained fairly clearly.

The pick up process is terrible, number never works but been lucky to find a bus there but not a good customer experience

The overal process to book, pick up and return the car is smooth. However, it is necessary to call the ACE office to arrange shuttle for picking and unfortunately I called over 10 times for almost an hour before someone can pickup the call.