Renter beware - take photos of everything!!
I have decided never to hire a rental car after my experience with Apex and Cover-More insurance. The car was scratched and damaged when I picked it up from Apex Auckland. The Auckland and Christchurch Apex depots are in dark underground carparks and that is where they take the photos for the condition report. I took photos too but I was hurried to sign the condition report and leave because they said they were really busy and had other customers to serve. I missed areas like the damaged left hubcap that I didn't see until some time later outs...ide in the daylight. I wasn't concerned at the depot about a scratched car as I didn't see anything obvious that would impact safety and I trusted that between all of the photos taken the prior damages were documented and therefore, they couldn't claim I was responsible. Unfortunately!!! I had a very minor accident (as confirmed by a mechanic) but Apex charged me $1300 adding to the list of repairs additional items that were not damaged or had been damaged previously. I have responded to Apex with photos and will be lodging a complaint with NZ Consumer Protection. My advice is don't use them, but Apex are cheaper so you may want to take the risk, but make sure you take photos of every inch of the car outside in the daylight and email them to the office that day. Also the 'extra' Cover-More travel insurance I paid to cover Car Rental was a complete waste of money as the cover is void if the incident occurs anywhere other than on a sealed road. My incident occurred when parking on the side of the road. As the side of the road was unsealed my claim was rejected. So make sure you also check your insurance policy really carefully, as even very small damage to the car could cost you thousands.
- Verified customer
Not very satisfied with customer service!
The car was good and in clean condition but smelled of stale smoke (although paperwork says no smoking) I was satisfied with the product. The issues that I had are firstly the customer service wasn’t the best as the lady that served us was a little rude and not overly informative. We asked her about toll costs and she couldn’t give an estimate. We had to drive back to replace a booster seat as it was in poor condition. They didn’t point out a decent dent in the car when we picked it up so we thought we were responsible until we called for confi...rmation and dated photos. The paperwork said the shuttle bus left at 7:05 however it had already left when we arrived to drop off the car before 7:05. Their solution was we wait for the next shuttle or catch a cab. I wouldn’t use this company again.
Appalling check in Cairns
Had to ring four times before someone answered, had to wait over 10 minutes at the collection point, had to wait 20 minutes at the office just to get acknowledged/looked after, took 20 minutes to deal with their unbelievable paperwork. All in all, 50 minutes to get the car and get going. The worst rental car check in service ever. On the upside, the car was as expected.
Worst Ever Customer Service
Worst ever customer service, would never go back. I explained that I am from overseas with young kids and due to some emergency my flights were modified and now I have to drop car after hours but they didn’t allow even though they have arrangement in place, The company do to not support their clients even in emergency does not deserve continued business. Slightly less prices have been a worst ever experience in new country with small kids. Will never use again.
Great service and great price
Customer Service: Picked up from and back to Perth Airport
Payment details and rental agreement were clearly explained. Handover of the rental to us was fantastic, with Apex taking photographs of everything we found wrong with the vehicle (not much) and Apex then forwarded these photographs onto to us. This is a good service as both parties agree on the condition of the vehicle on handover. Worked as well on return.
The vehicle was the one we were expecting.
Hire was used for sightseeing up the north coast from Perth.
The car certainly meet o...
- Verified customer
Unethical and borderline criminal
Be careful renting from Apex car rental at brisbane city location. They gave me a vehicle with mechanical fault and extorted me of the full excess by claiming i damaged the vehicle!
Very Good service in Cairns
Only about a 5 minute wait for their shuttle bus at the airport in Cairns and then another 5 minutes to their base. Very friendly and efficient staff. Booked a Hyundai but received a Toyota Corolla which was just 12 months old with 20k on the clock and spotlessly clean and faultless. On return checkout took a bit longer due to an influx of incoming passengers but we were still back at the airport within 30 minutes. The rates are much cheaper than on airport operators and the service is very good so would definitely use them again.
No worries Cairns
Hired a small car online from the Cairns outlet. The wait for the shuttle bus from the airport was not long at all. The wait to be given our car was quite long, the que was out of the building, but to be fair quit a few flights had arrived from New Zealand and various parts of Australia. There were lots of staff, which were rushed off their feet! This didn't detract their effieciently and helpfullness. The car we received was clean and as we had requested.We had no problems at all with the car when returning it after two weeks.It was early morning we were on our way to the airport within ten minutes of returning the car.This is our second time we have hired a car from Apex it definately will not be our last.
They are brilliant
I'm soo glad I actually came across them they are an amazing company super affordable really quick with picking up the car I picked up my car from Apex car rental near auckland airport new zealand I could not believe how cheap the daily rate was for the car itself and they charge no bond but still recommend getting the insurance and make sure to get photos before getting into car other than that would recommend apex rental
Much cheaper than the bigger guys, no problems at all with the service
We got a car in Hobart and dropped it off in Launceston. Process was seamless and much cheaper than the more well known companies. The car was a few years old but in good condition. I would recommend these guys
Customer service was terrible
We waited at the Brisbane airport for over 30 minutes to be collected after being told on the phone that the bus was 5 minutes away. When we got to the office we waited another 40 minutes prior to being served. When we were eventually seen the lady was rude to me an vague on the after hours drop off at the Gold Coast. I asked how long it would take to get to the airport from the after hours drop off location at Tweed Heads and she replied "I don't know we are not the Apex Gold Coast". She then proceeded to charge me an extra $30 for the early drop off so the small amount I saved by using Apex was even less. Never again
Worst customer service ever!!!
Customer service was non existent. Rude, no courtesy, no friendliness, no smiles. When we dropped off the car we asked if there was a shuttle bus, they said bluntly that it had just left, not giving us an approximation of when it would be back. We asked if there was a toilet, they just pointed in the general direction. While getting our bags out of the car, a person came out and looked over the car then said it was fine and asked for the keys. We followed them inside, they didn’t hold the fire open for us, just let it close in our faces. It’s cheap prices but improving customer service costs nothing.
Apex Car Rentals Perth
Excellent service. Prompt pickup from Perth Airport and our paperwork was handled efficiently. We were given a navigation device for free! It was a big help as we hired the car for 2 months in February 2019. Rental car was clean and problem free. Same efficient service at drop off in April 2019 and ride to Perth Airport. Shuttle was spotless. We were lucky to have the same shuttle driver on both occasions. He was excellent.
APEX New Zealand - APEX Melbourne Not Quite the Same !
As a frequent traveler, I used to be an APEX loyal customer for long, especially when travelling through New Zealand, on yearlong stays, in the 2 beautiful Islands.
Based on this good experience, I rented an APEX car in Melbourne on the 21st May, and returned it on the 23rd (2 days only).
I was shocked when I was charged a $500 bond (over 2 days $98 rental), just “because I lived in Melbourne”, which didn’t make any sense to me, once none of Apex’s competitors has similar requirements (higher bond because you are a resident).
But the main re...ason for my major dissatisfaction with APEX Australia is, once I returned the car on 23rd May, I expected the bond refund to be processed on 2-3 days after drop off date. I had to call APEX office twice, write an email to the Melbourne Management so I could have my $500 back 5 Days after I had returned the car!
A satisfying experience.
Efficient, friendly and reliable service from start to finish as first time customers we just couldn't be happier with the experience. Very well priced and we look forward to using them again the the future 5/5
Great prices, very poor service
I'll start by being objective and then you can read further for details of the one star choice. We hired a RAV4 for our NZ round trip from Auckland to Queenstown and back up. Was in fairly poor physical condition when we picked it up. It had been obviously taken off road as was very scratched and had a fair few dents and dings the front window also had a lot of stone chips (a lot). The interior was clean and spacious and comfortable. The car seat provided for the trip was not particularly clean and seemed quite old and in need of retiring, it w...asn't fitted for us. Quite blase service at the Auckland branch on pick up and unfriendly service at the Christchurch branch on return. The car drove very well for the whole trip and we had not issues with its reliability. The car was hired for a 16 day holiday with the VTNZ sticker expiring 5 days into this period. We were asked to stop at the Picton branch or a post office "along the way" where we could pay for this (which I did in cash), and then receive the refund later (back onto my card despite it only being $4.10 cash). Wiper blades so old the water just smeared like oil across the window making for very poor visibility which was mentioned at the Picton branch but were unable to be changed as the mechanic wasn't there and staff didn't know how to change them; they were also unable to help me with the VTNZ sticker and we were told to continue our trip and stop at another post office "along the way". All up we had to make 4 trips specific to getting this VTNZ label finally ending in Queenstown at the VTNZ centre. I find this lack of organisation unacceptable as the length of hire was known and not considered when hiring out the car. To continue, a car seat was also hired (at extra cost) and not fitted by the staff at the Auckland branch and had to be fitted (we hope correctly as this was my child's life at risk) by myself without instruction as the staff also had no idea how to do this. The GPS provided had the incorrect window attachments provided with it, which was luckily found out prior to leaving the branch and swapped for a GPS with incomplete maps (which we later found out). To cap off the great service, when the car was returned to the Christchurch branch one of your very unsmiling and untalkative staff members took the keys and looked over the car and proceeded to leave me standing at the desk while she went and then looked at her computer without a "please follow me" or an explanation as to what she was doing. I decided to follow her and sit at her desk where after about 5 minutes of her studying the screen she decides to tell me that there was a dent on the front left fender and that there was no photographic evidence of this not being there prior to rental. This mark appeared to be from the door of another car, and since this car has over 168000km should be considered normal wear and tear not to mention the fact that its presence prior to rental was highly likely, however my excess was mentioned and she went to go and speak to the manager, whom I then had to wait an extra 15 minutes to see as he was in a meeting. This man then came and had a look at photos from a previous rental period and fount the offending dent and all was good and I could go. In future I shall take my own photographs of the shoddy condition in which a car is rented to me so that I can prevent normal wear and tear being blamed on me and having to fork out for a repair job on an already very scratched and dented up rental car.
We were recommended Apex by a family member so we decided to try them out. They are very affordable without compromising on customer care.
Customer service was Fantastic. They picked 11 of us up by shuttle and the transfers were smooth from the airport.
Vehicle was so clean and comfortable and smelt very good and very clean. We only used our van to travel around Melb and the fuel tank was so efficient.
Once we were finished, they did a once over of the car and then transferred us back to the airport. No troubles, very friendly service. Would highly recommend them.
Could have been as good as they said.
All was looking good to start with the Rav4 Toyota with over 100,000 Kim on the clock. We hired the car on line a month or so in advance. The car was said to have no issues. The vehicle had a number of small visual scars from normal wear and tear.
Four day into how tripping around Tasmania we to drive up a road at approx. 20 to 30km/hr. It was not an enjoyable experience as the car started shuddering, jerking violently. I quickly pulled the car over to access, generally what had just occurred, in doing so the car acted normally.
To cut a long...
I have used Apex in Cairns multiple times and never had an issue. Car was clean and tidy with no damage and we returned it clean and tidy with no damage. Very reasonably priced.
Worst experience of my life.
Worst experience of my life.
Their cars are not road worthy in the slightest, despite what they claim. Their staff are incredibly rude and their only aim is to get you out of the car yard as soon as possible. The girl serving us was offended that i wanted to make sure there was a spare tyre in our boot. She said to me "what, you don't trust us?".
No, no i don't.
Our first car, a Toyota Camry, had warped brake discs which caused the car to vibrate uncontrollably when braking.
We took the car back and they replaced it with another Camry that ...
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Questions & Answers
Hi. With zero excess insurance provided by Apex , in the event of a claim do you have to pay any monies at the time of the claim ie pay up front for the excess then have to claim it back ? Like rental cover etc
Is there any holding deposti?
I will be hiring a car from Hobart with zero excess. Am I correct in assuming that I will not be required to make any additional deposit?
Am I correct?
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