1. I arrived at the store at 2:50 PM but only managed to get the car at 4:40 PM, even though my appointment was at 3:30 PM. Extremely long wait times.
2. The staff told me that there were no Group F large SUVs available and offered me a Group E smaller SUV instead. I clearly stated that I had prepaid and wouldn’t accept a downgrade. The staff then said they would upgrade me to an 8-seater van. I explained that I had booked an SUV specifically to experience driving an SUV on the Great Ocean Road. She actually blamed the lack of cars on the numerous Chinese tourists visiting during the Lunar New Year, saying it wasn't their fault. It was the first time I heard a rental company staff blame their poor vehicle management on customers.
3. Reluctantly, I agreed to the 8-seater van, but then she told me the vehicle hadn't arrived at the store yet and asked me to keep waiting. I waited another half hour with no sign of the car. I called the overseas hotline of Zuzuche, and after their customer service intervened, the staff member got upset and stressed several times that she was “serving me.” After another 15 minutes, she finally told me where the car was parked.
4. The staff kept pushing me to prepay 100 AUD for tolls and an additional 50 AUD airport tax, a total of 150 AUD. Even after I clearly refused, she entered these charges into the order anyway and printed it out. After repeatedly saying I didn't want to prepay, she finally crossed out the prepayment items on the printed order with a pen but didn’t change it in the computer. This caused issues when returning the car, as the staff there couldn’t finalize the return due to a “system error.” I had to explain the whole situation again, wasting another 30 minutes.
The car was not provided with a full tank, and even though they acknowledged this when I returned the car, the process was extremely slow. I waited for half an hour and was then told to resolve it with the agency. It took two compensations to settle the fuel charge.
The rental location is convenient and easy to find, the service attitude is very good, and the staff are very attentive. Picking up the car is very easy, and the car is in excellent condition. I rented a car that was less than a month old and had only driven 1,700 kilometers. The car was very clean inside and out when I picked it up. Returning the car took less than a minute. I'll choose Hertz for my next trip and hope their service is as good in other countries.
The car we received was different from what we booked. We originally booked an SUV Nissan Qashqai (I even provided them with a copy of the rental agreement), but upon pickup, we were given an SUV Hyundai ix35 with several scratches. When we mentioned this to the Hertz staff, they said it was the same category (SUV) so it's fine. However, there was already an SUV Nissan Qashqai nearby. Since it was late, we didn't want to argue further. We hope Hertz can improve on this.
Hertz is very professional, the car was in great condition. This Toyota Corolla had only run a few hundred kilometers, and it worked perfectly fine.
About QEEQ:8.0/10
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