From Sydney to Brisbane via Gold Coast

We filled up the gas tank near the airport before returning the car, but were still unfairly charged AUD 35.82 for refueling. This is very unreasonable, and we haven't received a response or refund after lodging a complaint. At pickup, they aggressively pushed insurance with no Chinese service available, making communication very difficult. We didn't get the car model we booked and were forced to take a larger car with an additional charge.

Hertz is very good, the vehicles are new, and the service is excellent. I always choose this company to rent a car. Picking up the car, handling the paperwork, and returning the car is quite convenient. However, when there are issues with the vehicle and you need to negotiate, it is difficult to find their customer service. This is specifically referring to my recent trip in Australia. It could be due to a lack of staff, or maybe our country's services are too convenient in comparison. During this trip in Australia, I had a flat tyre. Since I had PRAS, the time spent calling for assistance was much longer than the waiting time for help to arrive. The phone line was constantly busy. Eventually, assistance arrived, but because the spare tyre was a different size, they just inflated it and couldn't repair the tyre. Later, I went to a nearby repair shop and found out that the tyre was aged and not fit for long-term use, and it needed to be replaced. The important issue was that many repair shops didn't have the same size tyre in stock, and it would take a couple of days to get one. Since I was in a hurry, I couldn't wait that long. After numerous negotiations and waiting, I found a nearby airport where I could exchange the car, but it wasn't close. So I drove the car with the leaking tyre to the exchange location, which took up most of my day.

Easy and fast rental and return process

Chosen Toyota Kluger, provided a Kia Carnival instead. Kia Carnival's power is too weak, struggled with Sydney's slopes and bends.

Like: Right from the start of the booking process, this has been a great hire experience. Thank you.