The pick-up and drop-off process was very smooth.

Fast and friendly service!

Car had issues, few locations, very troublesome to get a replacement

They didn't pick us up at the agreed time. We waited at the airport for two and a half hours, only managed to reach them once and were told to wait at the Royal Park entrance. After that, we couldn't get through again. They later blamed us, claiming we didn't find them at the agreed location. The next day, we arranged to pick up the car, but were told we were late and the car was already rented out. WTF! Our entire Melbourne itinerary was messed up! So unreliable. If you're going to Melbourne, better rent from a chain company. This one is extremely unreliable.

Got upgraded. The folks there were very friendly and helpful. It's difficult at first to locate the shuttle bus but as this was the second time, it was easier.