It is a Chinese company, so communication was easy and their attitude was nice. The pick-up and drop-off were also timely. However, there were some dishonest practices regarding the insurance. 1. I didn’t buy insurance, and the staff said that any incident would cost me 4000 AUD. I asked again if this applied to small scratches as well, and he confirmed that 4000 AUD would be directly deducted, which scared me into buying full insurance there. (I believe compensation should be based on actual damage, up to a maximum of 4000 AUD). 2. They aggressively promoted their GPS service, suggesting that there is no mobile signal on the Great Ocean Road. However, I had signal throughout my drive and could have easily used Google Maps with offline maps. This kind of upselling was a bit off-putting. 3. When returning the car, the inspection was very meticulous. They compared every tiny scratch, even those smaller than a fingernail, with previous records. I recommend purchasing full insurance through a rental platform, as it is much cheaper than buying it from the store.
After confirming the time of arrival and contacting the agent for picking us up, it took them almost another 30minutes to get to us. After arriving at their offices, we were informed that the vehicle (Toyota Kluger 7-Seater) which we have booked is not available but they will give us an upgrade from a seven seater to a five seater - we are/were six people! After almost an hour, they gave us another vehicle (Toyota Terraco) with much less space for our family and luggage. The vehicle was dirty as well and not filled up with fuel. We didn't have a choice and had to take this vehicle as we were already late for a function. On our return we were informed that the back bumper was scratched - probably trolley damage. We had to pay a $1000 for the damages. We also filled up the vehicle with fuel and used it only for two days and not three days as paid for - due to all the delays and time wasting, the rental days were only 2 days.
EZU is a very small rental car company. Both times we picked up the car, there was only one staff handling multiple customers. So we had to wait for a long time before the group in front us was finished.
When we dropped off the car, we ended up being 30min later due to the traffic. The staff charged us 5 times of the daily rate as penalty!
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