The car pick-up and drop-off process was extremely quick with no hidden charges. We extended our rental by one day and added an extra driver at the counter, and it cost only 140 AUD, including insurance and rental fees. We thought we might have to buy additional insurance at the counter, but the staff explained it was unnecessary because our rental already included insurance with no deductible. They also said we didn't need to wash the car unless it was very dirty.

Very professional. Since it's full coverage, no extra check-in or check-out inspections are needed, similar to the no-liability insurance in China. The car was very new, just over 5000 kilometers, much better than the typical 20000 kilometers in China. However, others picking up a car at Franklin Hertz should be aware that the cars are parked in a garage, and you need to drive them down yourself. It's tricky if you're not used to right-hand drive cars yet. You can ask the staff to bring the car to the ground level before handing it over. At Melbourne Airport, there's a dedicated return lane for rental cars. It's a shared lane for all rental companies and not the entrance to a private car parking. Please pay attention to this.

Extremely poor experience. I was attended by a Chinese staff member when renting the car in Melbourne. I confirmed the return details multiple times, and she emphasized twice that I only needed to return the keys and nothing else. I purchased all the recommended insurance for safety, but she told me I didn't buy roadside assistance. Later, QEEQ confirmed that roadside assistance was included in the full insurance, and I ended up paying an extra 25 AUD due to her misleading information. QEEQ mentioned that the personal insurance I bought through them wasn't visible to HERTZ, which was odd, especially since the Chinese staff member claimed I had purchased all other insurance except roadside assistance. When I returned the car at Adelaide airport, I provided the final refueling receipt, and the tank was full. The staff there just let me go. However, they deducted a pre-authorized amount of 168 AUD on the same day. I immediately called QEEQ, but they were confused too. Four or five days later, QEEQ sent me a HERTZ invoice charging 306.91 AUD, claiming the car was dirty with sand, requiring a steam clean for 180 AUD. We were five women on a road trip, and we kept the car clean, sweeping it daily. How could there not be sand on the Great Ocean Road? Why didn't they mention any of this when I rented the car? They also charged mysterious management fees and service fees! This is clearly extortion! I complained to QEEQ again, but they told me to wait. Eventually, HERTZ deducted the money directly, and QEEQ provided no solution even after a month. It seems they washed their hands off once the money was deducted! I'm utterly disappointed with both QEEQ and HERTZ! Future renters, think twice...

Customer service was friendly and easy to deal with

Easy site to use and all went smoothly with our booking.

Having a massive excess of $4800AUD, with the opportunity to avoid the excess by paying an extra fee of $37AUD a day to avoid it, feels like blackmail.