We arrived early in the morning and got a shuttle from the airport to the car rental company, which took about ten minutes and was fairly convenient. However, during pickup, the company did not explain the types of insurance available. The basic rental package did not cover anything. When returning the car, the service agent insisted we provide photos of most of the existing damage or paint chips. Essentially, if you don't take pictures or if they are not clear, the company assumes you caused the damage. Although we had photos of some scratches, there was one we missed photographing, which resulted in a charge of AUD 3000!!! They used a magnifying glass to find scratches, claiming the fee was for activating the insurance. This fee is enough to replace vehicle parts entirely. It seems like they make money off these charges. They said there were no other Chinese rental companies in Australia... I recommend carefully choosing a company. Generally, basic rental costs with Avis or Budget are not this nitpicky. Even if you buy insurance, photograph the entire vehicle inside and out, otherwise, you never know what kind of trouble might arise.

Pick up was first class customer service was exceptional

I spent time to search for the shuttle for pickup for 30 mins. I called them few times. After maybe 10th trials, they were able to pick up my call. the shuttle van was white in color without any EZU logo. That made me difficult to trace them during the pick up. Hopefully they can improve their service. The car was in excellent condition but I got different model from what I booked online.

Puck up could have been a little quicker.

Ezu were excellent!