The tire was damaged, and they couldn't replace the car. Had to manually change to the spare tire myself, and they gave me a 125-size motorcycle spare for a 245-size tire! Ridiculous! The company was very slow in resolving the issue! Waited for road assistance for three hours, and no one came! Customer support gave inconsistent responses! Terrible service! Drove on the spare tire for three days! Simply playing with lives.
Extremely poor experience. I was attended by a Chinese staff member when renting the car in Melbourne. I confirmed the return details multiple times, and she emphasized twice that I only needed to return the keys and nothing else. I purchased all the recommended insurance for safety, but she told me I didn't buy roadside assistance. Later, QEEQ confirmed that roadside assistance was included in the full insurance, and I ended up paying an extra 25 AUD due to her misleading information. QEEQ mentioned that the personal insurance I bought through them wasn't visible to HERTZ, which was odd, especially since the Chinese staff member claimed I had purchased all other insurance except roadside assistance. When I returned the car at Adelaide airport, I provided the final refueling receipt, and the tank was full. The staff there just let me go. However, they deducted a pre-authorized amount of 168 AUD on the same day. I immediately called QEEQ, but they were confused too. Four or five days later, QEEQ sent me a HERTZ invoice charging 306.91 AUD, claiming the car was dirty with sand, requiring a steam clean for 180 AUD. We were five women on a road trip, and we kept the car clean, sweeping it daily. How could there not be sand on the Great Ocean Road? Why didn't they mention any of this when I rented the car? They also charged mysterious management fees and service fees! This is clearly extortion! I complained to QEEQ again, but they told me to wait. Eventually, HERTZ deducted the money directly, and QEEQ provided no solution even after a month. It seems they washed their hands off once the money was deducted! I'm utterly disappointed with both QEEQ and HERTZ! Future renters, think twice...
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