We waited for 3 and a half hours to get our car. We arrived at the store at 11:30 am, but there was no one to help us, causing us to be 30 minutes late for check-in. Once check-in started, we had to wait in line past our scheduled 1 pm. More people came in later but they got in line ahead of us. We were always the last! It wasn't until after 3 pm that we started the car inspection. The car itself had many issues and had been in an accident. They said there were no other cars available...
Upon arriving in Christchurch, we immediately called the rental company, and shortly after, a car with the company's logo came to pick us up. We were attended to by a girl from Taiwan. She was beautiful, enthusiastic, and generously helped us fill out the forms. She provided us with many suggestions and assistance. She was professional, helpful, and both picking up and returning the car went smoothly. We noticed there were many people renting cars in Christchurch, and the staff seemed relatively few.
The process of picking up the car was extremely slow, even though I had pre-registered online as required. The actual waiting and processing time on the day was three hours. The main reason was the lack of staff, who were also doing multiple tasks, such as answering hotline calls in the middle of helping customers. The handover of the vehicle was rather careless; they started serving the next customer before fully addressing my questions. It was even more frustrating when I was left to inspect the car myself and couldn't find anyone to assist when I had questions. When I asked another staff member for help, they coldly refused, saying they were not familiar with my order and were too busy, and insisted I continue looking for the designated staff without offering to help (e.g., by contacting the assigned personnel).
Scam company. At the start of our trip, a Chinese-speaking customer service representative persuaded us to choose a luxury package for 928 NZD, claiming we wouldn't have to clean or worry about anything. They confidently assured us that we just needed to drop off the keys at the end of the trip.
When we returned the car, the Chinese-speaking representative was nowhere to be found. Instead, a heavy-set person greeted us and demanded we pay 250 NZD because the floor wasn't cleaned and the walls weren't wiped. They didn't allow us to clean it at their store or nearby.
We argued that the package we purchased included cleaning, but they denied it, stating that it was just something the employee said and only the manager's words mattered. We were forced to pay 250 NZD.
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