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Dear Sir or Madam, I am writing to formally complain about my extremely poor experience when collecting a relocation campervan from your branch. I arrived at the shop at 9:00 AM, as planned. However, I was informed that relocation vehicles could only be picked up from 11:00 AM, so I waited for two hours. At 10:00 AM, I was then told that the vehicle would not be ready until 12:00 PM. I accepted this and continued waiting. When 12:00 PM arrived, there was still no update or information provided. I personally went to the counter three separate times to ask about the status of the vehicle. Each time, I was only told that the staff were “working on it” and that I should continue waiting. By 1:10 PM, I was extremely frustrated. Due to this delay: I had a non-refundable tour booked in Kaikōura, which was affected I was forced to pay an additional late check-out fee elsewhere When I raised a formal complaint at 1:10 PM, I was suddenly told that the vehicle was ready and instructed to go and see it. Unfortunately, the problems did not end there. There was no explanation whatsoever about the campervan: No briefing on how to use the campervan facilities No walkthrough of the vehicle No explanation of safety features or equipment More seriously, I was asked to sign the paperwork without being informed of any existing dents or scratches on the vehicle. I initially believed these issues would be explained later, but instead, I was simply given the keys and told to leave. When I asked why there was no explanation, I was told that relocation vehicles do not receive any briefing, and that I should “just watch the video,” after which the staff left. I only became aware of the existing scratches and dents later, when I received photos by email. This is completely unacceptable and placed me in a very uncomfortable and risky position as a customer. Overall, this was one of the worst rental experiences I have ever had. The lack of communication, excessive delays, and absence of basic vehicle explanation or condition disclosure are very concerning. I expect a proper explanation and appropriate compensation for this experience. Sincerely, 백유민

The rental car companies need to advise if the ferry crossing cost is included for transfers between islands ie Wellington to Christchurch

Great comms....efficiency and responsiveness

Could be more ks on cars , there might be unforeseen circumstances where extra ks are needed due to road's closed and needing different routes, extra days due to (same) blocked road's.

You haven't let me down at all. The service is an absolute 10 but recommending your services will make you too popular that the chances to get the cheap one way holiday will be too difficult to book in the future. The service is perfect

Very easy communication! 😎

Everything was so easy from booking to drop off. Car was fantastic. Will be doing it again.

once signed in everything went to plan Thankyou I appreciate your service when needed. If you ever needed someone to transfer a car at anytime I'm available as I like driving. Cheers Paul.

I've used it twice this time and the experience has been excellent.

I was very happy & satisfied with service provided. Staff where very helpful & so had no issues at all. Only thing which not your fault but the deposit or bond you pay to cover insurance excess takes 5 business days to get refunded when is taken from you instantly. When relying on that money is a long time to wait.

We managed to get a vehicle to our destination after trying a number of times.

I waited so long to check in online and pick up the car at Christchurch. It took almost three hours. I left early in the morning, but all my schedules were canceled.