A FAMILY TRIP THAT STARTED ON A BAD NOTE

It is a Chinese company, so communication was easy and their attitude was nice. The pick-up and drop-off were also timely. However, there were some dishonest practices regarding the insurance. 1. I didn’t buy insurance, and the staff said that any incident would cost me 4000 AUD. I asked again if this applied to small scratches as well, and he confirmed that 4000 AUD would be directly deducted, which scared me into buying full insurance there. (I believe compensation should be based on actual damage, up to a maximum of 4000 AUD). 2. They aggressively promoted their GPS service, suggesting that there is no mobile signal on the Great Ocean Road. However, I had signal throughout my drive and could have easily used Google Maps with offline maps. This kind of upselling was a bit off-putting. 3. When returning the car, the inspection was very meticulous. They compared every tiny scratch, even those smaller than a fingernail, with previous records. I recommend purchasing full insurance through a rental platform, as it is much cheaper than buying it from the store.

It is good, but we had to call to pick up and took meeting time little longer.

This is definitely an upstart company that is bizarre. First, you wait for A LONG TIME to get the shuttle, then you're taken to the rental car office, which is basically an office building, which is nondescript. The rules for taking a car here are much more strict than a typical car rental agency- no messes, no spills or you get an extra charge. It took A LONG TIME to get the car with no wait, cant imagine what it would be WITH a wait. We luckily got the car back without incident. Another thing, they open at 8am, so if you have an early flight, you need to book with someone else, because you have to ask for an early drop off, and it's not guaranteed.

The only negative with the booking experience is the delay in receiving the $1500 deposit. I was told it would take 2 weeks for that amount to be returned to my account. I feel this is too long. Can this be looked into, please?

EZU is a very small rental car company. Both times we picked up the car, there was only one staff handling multiple customers. So we had to wait for a long time before the group in front us was finished. When we dropped off the car, we ended up being 30min later due to the traffic. The staff charged us 5 times of the daily rate as penalty!