This car rental company is absolutely terrible. My reservation number is K9212887817. On the morning of the rental day, I went through the rental agreement and clearly understood that my rental period was for one day. However, the staff at this company told me I could return the car anytime between 8 AM and 4 PM the following day. I found this return policy confusing because I was certain my rental period was just one day, yet their staff seemed to suggest I could return the car the next day during those hours. To clarify, we asked the staff again in the parking lot when picking up the car about the latest return time, and we were told the same thing: anytime between 8 AM and 4 PM the next day. Still unsure, we even went back to their store on the morning of the return day to confirm the latest return time, explicitly stating that we picked up the car at 8:30 AM the previous day. The staff member, who was the same person who assisted us the day before, confirmed again that returning by 4 PM would be fine. Feeling reassured, we did not immediately return the car. However, two hours later, I received a call saying that we were late in returning the car and that we had exceeded the allotted return time by more than three hours, incurring an additional charge of AUD 250. I was absolutely shocked and explained that we had asked three separate times and were consistently told we could return the car by 4 PM. On the phone, the staff member was incredibly rude and repeatedly demanded that we pay the AUD 250 without acknowledging my concerns. We then rushed to return the car and went to their store, where an employee—who appeared to be a woman of Indian descent—repeatedly told us to refer to the contract, completely ignoring what we were saying. She was extremely unfriendly and dismissive of our experience, leaving me feeling deeply hurt and mistreated. I also felt there were elements of racial discrimination involved. I was extremely upset. Later, the on-duty manager came out to mediate and simply kept insisting that we misunderstood the policy, which I completely disagree with. We asked for clarification three times, including on the morning of the return day, emphasizing that we picked up the car at 8:30 AM the previous day, yet we were told multiple times to return it by 4 PM. In the end, the manager charged me an additional AUD 109 fee, which I cannot understand. Why should I pay for the mistakes of their staff? Why was there no apology? Not a single word of apology. This experience has left me feeling like this is a dishonest business.
Located together with Hertz and other companies; any counter can handle it. The car had some scratches when picked up, but the staff noted it comprehensively. Changing the car was also easy, just handed the key to the staff.
Overall it's quite good, but there are no clear drop-off instructions at pickup (or in related documents). The entrance to the parking lot overlaps with other rental companies and can be easily blocked from view by other cars. Some front desk staff were not very helpful when asked questions (although most staff were very good).
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