The staff were quite friendly and helpful. They patiently and professionally explained issues such as refueling, toll roads, and roadside assistance. However, their store phone is never answered.
I didn't have the pre-prepared translation documents from QEEQ. After contacting QEEQ, they said there was nothing they could do and told me to cancel the order. Upon contacting Hertz, they informed me that in Australia, I could use their company's translation documents. They quickly sent me a template which I prepared myself. When I arrived at the Melbourne branch, I had already communicated with QEEQ about borrowing a booster seat for my child from Hertz. QEEQ customer service said I could just inform the Hertz branch and did not need to select it when placing the order. However, when I got to the branch, I was told it was the Australian school holidays, and all the booster seats had already been taken. I planned to travel along the Great Ocean Road with a 4-year-old child, and without a booster seat, this was not possible. Fortunately, the staff at the branch were very helpful, found a Target store 800 meters away that sold them, and I had to spend 99 AUD to buy one. QEEQ's service has issues; shouldn't they have reserved what I needed in advance?
1. No explanation of pre-existing scratches on the car's body at pickup; I had to inspect and take photos myself in a poorly lit parking area.
2. No instructions on how to use the car, like opening the gas cap, high/low beam lights, or wipers.
3. No instruction on how to handle the parking ticket if the self-service return area is full (you need to get a parking ticket before entering the self-service return area).
4. They charged a 100 AUD deposit and 23 AUD for the baby seat rental on my credit card during pickup (the rental on the site was listed as 11 AUD) without notifying me or providing any receipts. I only found out when I checked the bill and called the store.
5. The staff had a terrible attitude when handling car damage after return, showing impatience and using abusive language.
6. Constant upselling to more expensive car models during pickup.
The Hertz service was excellent, very detailed and attentive. The staff in Melbourne recommended additional services based on my situation, such as upgrading the car for $5 a day or prepaying for toll roads. These services depend on personal preference though.
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