Pretty good

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 I initially wanted was unavailable, so the replacement was smaller. I had to pay more for a bigger one. There were few staff members and lots of issues, so it took me nearly half an hour to complete everything.

The car stalled, and we were in a hurry to catch a flight. The company refused to replace the car.

Low efficiency. Due to incorrect data from the rental company's customer service, the seven-seater car we booked turned into a five-seater. We waited forever for the car wash. We found out they gave us the wrong car after half an hour, then the staff contacted the rental company customer service to exchange it, and we had to wait another half hour. So frustrating!!!