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All About New Zealand Rental Cars Informative - Renting Faulty Vehicles

Review by Betzy on 2008-03-04
NEW ZEALAND -- We rented a car from this company for four days in Queenstown, New Zealand. They were 'family owned' which means a lot to us.

The vehicle we were supplied with emitted an strong odour and the brakes seemed to be very loose (you had to put the brake all the way down in order to get the car to stop fully). It scared us a bit because we were driving up a huge hill and knew we had to drive back down again. The odour was really strong going up the hill, but nothing compared to the odour coming down the hill! We returned the car to the company after having it for 1/2 a day and were supplied with another vehicle, which was fine.

However, in order to return the vehicle, we had to scrap our plans for the day since we were about 45 minutes away from their offices (and about 1/2 way to where were going) and it was late by the time we got the new car. We were largely inconvenienced by this and were unable to do the site-seeing that we had planned for that day.

The company told us that they had the car checked out and there was nothing wrong with it. In fact, the brake pads had just been replaced. They then proceeded to charge us for the gasoline that was used during the 1/2 day that we had it. We expected they would wipe that as a show of faith. We are talking about $20 or so (NZ$).

I wrote to them about this after we returned home, they said they would have been happy to reimburse us if there had been a problem with the car, but their mechanic said there was no problem.

I guess they thought we made the whole story up? Why would we do that? I just cannot figure out why they would chose to argue with us repeatedly over such a small amount of money. It never occurred to them that maybe because the brake pads were new, they possibly could have given off an odour? Or maybe they were installed correctly.

The scary thing is that they rented the vehicle out immediately after having it 'checked'.

I don't think I trust a company that fights with you over $20 and wouldn't rent from them again. There's a lot of competition out there.
Comments:3 Replies - Latest reply on 2008-04-07
Posted by Starlord on 2008-03-05:
You say the business was family owned. Did the family name end in a vowel? LOL We have an auto dealership in our state that, in the worst concealed 'secret' in the world, everyone knows is owned by a Sicilian family. Need I say more?
Posted by Starlord on 2008-03-05:
You say the business was family owned. Did the family name end in a vowel? LOL We have an auto dealership in our state that, in the worst concealed 'secret' in the world, everyone knows is owned by a Sicilian family. Need I say more?
Posted by nztraveller on 2008-04-07:
Very sorry to hear your comments about this company. I am a frequent user of this hire company and have always found them to be very helpful and informative, very good rates and excellent service.
Cant help but add...Yes I have also been stung with a fee for not refuelling, however this just taught me a lesson about reading hire contracts and I've since moved on.
You assumed/thought they would waive the fill fee? I did too because I'm a repeat customer. But that doesn't put me off the company.
I hope the $20 that you paid doesn't ruin your whole trip to New Zealand, that would be so sad.
*As for Mr Starlord....The place she speaks of is in Queenstown in New Zealand and just for you I went to the trouble of finding out the names of the owners of the company as today like yourself I have nothing better to do. It "JONES!" Yep sounds Sicilian to me!

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