Customer service was good. A bit more explanation wouldve been helpful in how to use the car as it was very new. The vehicle wasnt exactly what I asked for but still very nice. Very fuel efficient. still awaiting the bond hoping to have it bank on the account by Thursday
Filthy interior, poor customer service.
The customer service, except the guy how drove me back to the airport, was mediocre at best. When I got into the car which had just been “cleaned” I had to stop and get something from my luggage to cover the seat as it, and all other upholstery in the car , absolutely filthy. The dirt was so deeply engrained it made the seats feel sticky. Given this experience I would never consider using this company again.
Car was great. Staff on arrival-not so.
We were greeted by a seemingly unhappy man who was not overly polite and unhelpful! Information regarding tolls would have been helpful. We advised him where we were headed. We had to figure it out ourselves. The car was good and dropping it off easy and pleasant. We were also dropped at the airport Ibis where we were staying by the driver who was very nice. Sad we had such a bad initial contact.
Meh...not sure I’d do it again
Car was older than anticipated and ‘lower’ than normal standard for a hire car. A bit too grubby and well used. Lift to airport too slow and used an Uber!
Customer service on phone and collection from airport was great... when checking in car the computer system went down but the lady was lovely... on returning the car we were greeted by a grumpy employee who didn’t check the car or listen to our feedback on faults
The driver side window did not work would get stuck up or down we told worker & she stated that’s not a problem... the car seats for the kids were disgusting dirty had wholes in them and would not reach Australian standards
Car good but Toll payment methodology unclear
I recently hired a car in Melbourne and drove through a toll but I am unsure which operator it was as there are apparently 2 off them.
I rang both companies neither of whom recorded my car when I supplied the reg number and dates but one informed me that it might go directly to the company. If it does I will be charged a hefty admin fee even though I tried my best to resolve it by calling both toll companies and Atlas themselves who could not give any idea how to resolve the potential issue.
How Atlas deal with Tolls seems a bit of a mystery /...
We were given a smaller moving truck than what we had booked, and were still charged the same amount for the one we had booked. The deposit is an outrageous amount. Customers service needs improvement.
No problems with the car, but the office staff left much to be desired.
The location was well positioned for ease of access, if you don't mind shuttling back and forth from the airport. The shuttle service was very efficient and well run. The staff were confused and we had to wait a fair while whilst they tried to locate keys.
Shuttle bus good, when they took the deposit we were told after return of car the deposit would be back in our account within 5 days (I do not understand why it comes out of account immediately but takes 5 days to return) anyway we returned the car on the 25/2/19 and after waiting for the 5 days and money not returned i rang and they said it took 10 days so waited the 10 days still not returned so rang again got message bank left message they did not return my call so last 3 weeks after returning the car rang again and it seems they never proce...ssed the the deposit return and assured me they would do it ASAP it is now the 23/03/19 and still no refund.. So warning make sure you check that you get deposit back other then that the car was good even though we received with only half tank of fuel (we took photos with time and date stamp so they did not charge us for full to full).
Good service but bad at returning bond..
Great service Adelaide,right car and all BUT very confused at how quick the bond can be taken but trying to get it back is a struggle..have made 4 phone calls but still no refund and into day 15 of return now.
Good value but...
Was very good value but I'm very disappointed that a week after I hired and returned the car, my security deposit of $1000 has not yet been returned to my bank account.
Too slow. Need more staff
Booking was easy. Car was fine. Service was okay. Too slow though. 30 minute turnaround from car drop off to the airport is not realistic. Give yourself 50 minutes to be sure. Shuttle driver also cleans cars and deals with rental issues so wait is prolonged.
Great until you have a problem
When we arrived at Melbourne Airport in May on a late flight (as arranged with Atlas) instead of the pick up we were promised we had to get a taxi to the depot as the person on duty said she was there by herself and couldn't help us. Strangely when we got to the depot she was on the phone with someone else arranging transport for them. It was a shared office for Atlas and another car rental company so maybe Atlas customers got the raw deal and the others were ok? When we returned the car we were told the $30.00 after hours charge would be ref...unded as we did not get the promised service but after multiple calls and messages left still no refund. We have used Atlas many times and unfortunately due to the poor service this time we won't be using them again. Another issue is actually contacting Atlas, all the contacts we were given went to voicemails and calls were never returned. They are great if everything goes to plan, just hope you don't have a problem.
Should I Rent with ATLAS? New Customer here
Before I hire from ATLAS I would like to get final feedback from ATLAS and customers as my Car rental would be a long one for at least 6 months. To be honest every review I read here is scary and the customer experience seems horrible and honestly quite scary if AUD$ 4000 from my account were debited and never returned.
On the other hand - I see very few good reviews but I have met Uber drivers who have recommended ATLAS to me and are very happy with it. I repeatedly see Emails from a guy named Ben from ATLAS.
Ben I think to sum it down -...ATLAS needs direct numbers for customers to call and atleast someone to talk to as waiting for an Email reply is the most frustrating customer experience as I work in Customer Service myself and I know what it is like. Before I become a long term customer I just want to be sure of what I am in for because it is a bit hard to believe a company running for 25 years is doing all this. Customer's cases all seem genuine to which some you yourself agree to. I would really like a direct number of my branch's manager before I proceed to be honest. Hoping for some feedback. Thank you!
A long wait !!!
My Husband had a long term rental thru your Brisbane office, This was returned during the last week of November. We were told the refund would be with us in 7-10 working days.... Upon calling yesterday to see what on earth was happening I got told oh yeah haven't gotten around to that one yet..I will hopefully process it today... so still waiting, won't hold my breath, luckily someone has given us some money so we can at least buy some food whilst we wait.
NO call back
The booking is easy and the service is excellent too.
However, I paid the bond for the car and wait for a week, they still not pay back my bond.
I called and left the message. No one reply. I will go to the shop this week and hope can get my bond back as soon as possible.
- Verified customer
No reply of emails, still no refund to date over 1 year
Booking was easy. Website is not very detailed. Waited just over an hour for someone to come to the depot at gold coast airport on terminal. Process was quick and easy. Everything was ok until i saw my bank statement, that he charged me for damage excess waiver that I did say that I did not want and he explained that there was a $4000 dollar excess and crossed it out on the paper work but did not deduct it from the payment. I've sent emails to 3 different emails address as was told to by operators, no reply at all. I Called and was promised a call back that day but nothing. There are no direct numbers to call. All calls go to a call centre somewhere.
Questions & Answers
Want to know wye you can't book a car on line.. Are yours out of business for not paying bills?
Can I cancel a reservation that was done online?
Where are your terms and conditions on your offical website in regards to cancellation as you currently don’t have any?
Where is my $350 security bond not returned. My name is Karl Downing and i hired the car on February 1st in good faith that it would be returned. If it isnt returned in the next week i will be taking legal action against you. It will cost a lot more than the $350 Security bond i payed as you will end up paying court costs as i have to verify. Pay up as i will be taking legal action against you
Dispute transaction with your bank and complain to every consumer protection organisation in Australia
Like you Atlas has taken my money and continues to take it periodically without my prior knowledge and absolutely no indication of why they have taken it. They just deduct $55 (twice) from my account for a $3 toll that I had already paid. They claim it's an administration fee for forwarding a letter I have never even received. I am also working on a complaint to the ACCC. If anyone is interested in a class action against Atlas's then please let me know.
Got my security deposit back. Went to our bank who suggested that we go to the one near us .We did and after showing them the bank papers ,they couldn't be more helpful. Got my security deposit back within 5 days. That was a suprise but a good one. Hope this helps you.
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