The initial car was a 2017 model and we found issues after 2 days of driving. We reported to the company and showed them the video clip as proof, the company replaced us with a new car of the same model That made our trip more pleasant. Thank you!
The entire process was very smooth with only a hiccup on pick up.
There was some trouble contacting the office to arrange for pick up, but once that was solved, the entire experience was excellent.
Advice future customers contact the office a day before they fly in to avoid the problems I encountered.
“Service Rep is not cautious about customer’s flight time.”
About MODE:7.0/10
I made two car rental reservations with mode during my visit to New Zealand.
One was at Queenstown from 4/19 to 4/27 and the other was at Auckland from 4/27 to 4/30.
I am not sure what’s mode’s standard SOP to check return car. When we picked up the car on 4/19 at Queenstown, we were told that as long as we return the car at 8:30am, they will send shuttle to take us to the airport immediately. We arrived at 8:20 but could only wait till customer service rep to open the door at 8:30 sharp. He took more than 20 photos of the car, then drive the car to the parking lot (when I thought he was doing a test drive.) Then he returned to the front door where we waited, said he would ask his colleague to take us to the airport. We waited a few more minutes, just to find him chatting with the guy at back door….
We almost missed the deadline to check in luggage if our flight to Auckland was not delayed. I must say the experience was extremely awful!
On the other hand, when we returned the car at Auckland, the Service Rep didn’t take any single photo of the car!
Shuttle Bus from airport to Rental Premises quick and easy. Fast turnaround to get car sorted. Car was great ... drove well... reasonable fuel economy ... no issues at all
The car was a hybrid, but it was 10 years old so the battery only kicked in for a few minutes at a time, so was probably not worth it’s extra weight in the car
About QEEQ:10.0/10
Yes price drop protection did work, well worth the fee.
“Renting through mobile app platform is the future, so far so smooth.”
About ACE Rental Cars:7.0/10
I booked a Mitsubishi ASX, but was given a Mitsubishi Outlander, it was a little bigger but comfortable the same. Pick up instructions was to call up for a free transfer to Ace Rentals about 1-2 km away from Queenstown airport terminal, the transfer was smooth. At pickup, the guy was clear to explain and checked all documents, but cautioned me about my liability excess is $5500, that got me worried even I bought AXA coverage through QEEQ. At returning the car, the lady was not helpful, I had a dent on the vehicle front passenger bumper cause by a big landscaping rock while reversing for parking, she seemed panicky and quickly made a report for me and charged me excess of $5755.08 on my card. She was not helpful to explain how is the process, more worried about the next customer picking up vehicle, when I ask for credit card slip, she said she do not have one for me, luckily I took a photo of Ace Rentals copy which I signed. Later then I realised on the accident report it said they charge me excess $4783, but then I paid on credit card $5575.08, still not sure why, hopefully could be resolved later when they obtain an assessment of cost of repair to bumper, after Christmas they say. When I ask for if they have a telephone contact which I could call from Singapore, she said another guy will call me. I kept calm , since I had to catch a flight, and trust QEEQ and AXA insurance would help clear things up.
About QEEQ:8.0/10
Excellent platform, have been using this for all my overseas car bookings.
When our flight was delayed the office was closed with only an answering machine. Next day they did not do anything to help (due to their poor English skills it was hard to communicate and negotiate with them).
About QEEQ:8.0/10
It will be interesting to see how the insurance claim goes.
The car was old and not well kept. When requested to change the car we were told bluntly that this was the only one they had. We could see one more better looking vehicle but we were denied saying that it was already booked inspite of noone there to pick up the vehicle. Very disappointed by the staff and the way we were treated.
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