Melbourne - Great Ocean Road

The customer service explanation was very detailed

The staff at the Flinders Street station location were not very friendly. I had a reservation to pick up the car at 12 PM, but when I arrived at 11 AM, they said I was too early and refused to give me the car. I went to have lunch and returned at 1:30 PM, only to find the office closed (though there was a contact number, no one answered when I called). I waited for about 20 minutes until the same staff member from the morning returned. He then asked me in a questioning tone why I was picking up the car now. I was confused. I had a 12 PM reservation, and I had accepted not getting the car earlier, but why was there an issue with me being one and a half hours late? He rudely said I was lucky that he didn't cancel my reservation (I had paid in full, so why would he cancel it?). I was inexplicably treated poorly twice. Later, a young white Australian guy came in to consult, and the staff member directly told him he was too busy to assist. The guy got angry, shouted a few words, and slammed the door as he left. Seeing this, I felt somewhat comforted that this staff member treats all customers poorly, not just Chinese customers. I do not recommend picking up a car from this location.

Car pickup and drop-off were very convenient, staff was friendly.

The staff are always very friendly. I’ve been booking with apex quite frequently and they never fail with impeccable customer service and the cars they provide are very nice.

Like: process went smoothly
Dislike: Not hearing about the $2750 charge for vic customers despite reading all the terms and conditions.