Counter staff was helpful as the booking had some issues. We booked 8 days of a 10 people van but booking in MODE system showed we booked for a 8 people mover. Staff manage to help us to find a 7 days 10 people van but we had to come back on the 7th day to change to a 8 people mover. Wasted time to make the change and alot of inconvenience caused on the travelling plan.
The initial service was good, but there were some issues later on: firstly, repeated charges. I had paid the parking fee during the car rental and kept proof of the transaction, informing the rental company, but they still deducted parking fees and handling fees multiple times; secondly, illegal overdue charges. Customer service had informed me that the relevant fees would be deducted from the deposit within a week of returning the car. Five days after returning the car, the deposit was refunded to my account, but 15 days later, without notifying me, the fee was directly deducted from my credit card; thirdly, ignoring and not resolving customer-reported issues. After I reported the issues of repeated, overdue, and illegal deductions via email as required by the company, I have yet to receive any feedback or solutions. They just keep telling me to wait for notifications, completely disregarding customer needs.
We were unaware that MODE was not located at the airport, so we ended up getting a taxi which cost $20 to the location. We hadn’t realised that they were waiting for communication from us so they could come pick us up. I’m not sure if this communication issue was a mode or EasyRentCars issue. Would have been good to know they offer airport pick up before hand. The car was in quite worn shape but for the price it wasn’t bad. One hub cap came off the wheel because they were all held on with zip ties. We also found the car struggled up hills. We didn’t expect much because the price was so cheap though.
The lady that dealt with us when we arrived was excellent though, she was really helpful and kind, so that was the best part of the experience.
About QEEQ:10.0/10
Everything was fine, except for the fact we didn’t know we could be picked up from the airport by MODE.
“Picked up the car in Auckland, crossed the sea to Wellington, drove around the South Island, and ret”
About MODE:8.0/10
Because we arrived in Auckland in the early morning. When renting the car, we were not given a specific contact number for early morning (the order listed a daytime contact number). As a result, we couldn't contact the car rental company when we arrived at the airport. However, this mistake should be attributed to QEEQ for not providing the early morning contact number in advance.
Came down for a funeral and I mucked up the pick-up time. Staff were helpful and sorted it out for me over the phone. Communication was clear and the whole process from booking to dropping the car back off again was super easy. It made my trip down stress free in that regards.
The car was honestly mediocre, but at least it had four wheels and could move. The model was old, and its condition was nerve-wracking. If you step lightly, it doesn't move; if you step heavily, you worry the engine might blow.
“Auckland—Paihia—Cape Reinga—Hamilton—Wellington—Picton—Christchurch—Greymouth—Franz Josef Glacier—Wa”
About MODE:6.0/10
I reserved the car for 5:30 PM, but the rental company closed at 5:00 PM and charged me an extra 50 NZD. They didn't wait for me, and since we were unfamiliar with the place, we spent 40 NZD on a taxi to their office, only to find no one there! Instead, they left the car keys at a hotel front desk for me to pick up. There were no buses or taxis nearby, making it almost impossible to get there. Thankfully, we met a Chinese employee from another rental company who saw our plight and kindly drove us to the hotel, so we could finally get the car.
I had scheduled to pick up the car at 5:30 PM, but the rental company closed at 5 PM, charging me an extra 50 NZD. They didn't wait for me though. We were unfamiliar with the area, spent 40 NZD on a taxi to get to their office, and found no one there! Instead, they left the car key at a hotel front desk for me to pick up. There was no public transit or taxis nearby, making it impossible to reach. Luckily, we met an employee from another car rental company who helped us out of sympathy and took us to the hotel, and we finally got the car.
Poor, really very poor. I was supposed to pick up the car at 11 am, I arrived at 10:30 am and no one was there. I have a video as evidence. Someone showed up at around 11:10 am, and then they told me my credit card couldn’t be processed for the security deposit, so I couldn't get the car. It was past 11 am, so I couldn't cancel the reservation. I arrived at 10:30 am, how is that my fault? The rental company didn’t respond at all. I seriously suspect they are colluding. I’m planning to file a complaint with the authorities when I return to my country.
One issue I didn't understand was the insurance. I believe I paid QEEQ as the agent sufficient funds to ensure full coverage and no excess. On pick up I was asked for a $3000 bond and told any damage etc would be taken from that bond. I would then approach QEEQ for a claim on insurance paid with you. Turns out there were no issues, but I still don't get it?
Car has some slight damage but otherwise fine.
The Yaris is small as I expected but quite adequate for the two of us.
The engine is somewhat underpowered for an automatic and the gearbox had to change down a gear quite often.
Service very friendly.
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