The process was very smooth, both pick-up and drop-off were quick, and the staff upgraded our car for free. We had a great time throughout the trip.

Excellent

(1) On November 26, 2018, when returning the car at the airport, BUDGET was understaffed and I had to wait for over 30 minutes. (2) When I returned the car on November 26, I informed the BUDGET staff about a minor scratch on the left side of the vehicle, and they said it was fine. However, on November 27, 2018, 5280.58 NZD was deducted from my credit card. After subtracting the rental balance of 818.01 NZD payable at the BUDGET counter at the New Zealand airport, I don't understand what the remaining 4462.57 NZD was for. Was it a penalty for the scratch? The charges were completely unclear. It felt like robbery. I never want to rent from BUDGET again. (3) There were too many entrances to the return car park, and there was no clear map. It was easy to make mistakes and have accidents. I entered the wrong parking lot and was forced to pay a 10 NZD parking fee.

The service from the New Zealand lady was markedly different for Chinese customers compared to foreign customers. Her expressions, language, and attitude completely changed. We had a question about an insurance fee, and she was extremely impatient and asked the Chinese-speaking gentleman nearby to translate instead of explaining it herself.

I rented a car for 12 days. On the 14th day, I found a thumb-sized bubble on the tire and wanted to know how to properly resolve it. The car rental store did not answer the phone, and the company’s customer service was unresponsive after several attempts. I had no choice but to drive to the Queenstown airport store for a solution. The service staff quickly handled the car exchange without mentioning any cost. However, when I returned the car at Christchurch Airport on April 29, the company charged my credit card without explanation. When I asked the store for an explanation, they said it was for the tire replacement fee and gave me a phone number and email to contact the company. This way of handling the situation is unacceptable. Issues: 1. The cost was not mentioned when exchanging the car. 2. The responsibility and cost for the tire issue were not explained but directly charged without prior notice. Better service is needed, especially in providing Chinese language support to avoid communication barriers.