Bad Customer Service all Round
I have used and will possibly still continue to use East Coast for car rentals. I came with three members of my family my Son, Sister & Son in-law. We were very disappointed that when we got onto the shuttle bus to take us to pick up the car that the driver ordered us to move to the back seats as there were others to collect up ahead , which was an impossible task as we were all to big to fit on the 4 seats. So my son sat on a single seat and the rest sat on the back seat only to be abused by the driver for not following her instructions even a...fter we tried to tell her that we could not all fit. To find that when we got to the next pick up that the extra passengers that got on were very tiny people that could have quite easy have fitted on the back seat, so a bit of a joke and embarrassing that us larger people. Were, abused, and spoken to disrespectfully and shamed because of our size by the driver and that we not able to select a comfortable seat. I actually booked through another company Vroom Vroom, and to my surprise there price was better that booking directly with East Coast. but when I arrived to collect the car I was advised that they would be closed on our return with the car, so just catch an Uber or taxi what a joke. I use East Coast for the shuttle service as that save us having to pay extra for direct Airport hire cars. But that is not the case if we then need to pay $20:00 for a taxi. It would have been good customer service to have been advised of this prior to our arrival so we had a choice. So all in all very bad customer service all around from start to finish Lets hope that this improves if I return again. the only good thing was the quality of the Hire car
We just used car locally to explore in Cairns. The service and car was great, economical and suited our needs. Just extremely expensive for 2 days being $447 !!! Would not pay that again.
Unfortunately we were dissapointed with our vehicle on our latest rental, we are regular customers and never had any issues on several previous occasions, however the vehicle we were given this rental had several marks and dents with high kms and didn't appear to even look like a rental vehicle.
Transfer to and from the airport was excellent.
Unfortunately we were a little late returning the car and when l rang to let them know we may be 30min late she then replied "they may decide to charge you for that" when we arrived back we were rushed out the car and into the bus immediately!!
Prepare for the hard up-sell
I booked a car through this company and a few minutes later, received a text saying "Please call 1300 136 465 regarding your car booking.". That alone is unprofessional. Its bad enough being upsold at all: I understand lean margin businesses rely on upsell, but to trick a customer into calling you to save you time and costs, is a pretty unprofessional tactic.
I thought there might be a problem with my booking and there was... Sort of. I had a telemarketer lay down the pressure sell, saying that I had forgotten insurance, and that basic excess ...for $4400, but I wasn't covered for most events like single car accidents and undercarriage damage. This is not unique by any means (most rental companies have similar conditions), but he made me feel like my entire life savings were at risk by driving that car, so I ended up cancelling and hiring with another firm that I usually use for business trips. It cost $140 more - more than the Loss Damage Waiver insurance they were selling, but the call left me feel like I was dealing with shonks. I can't comment on anything else, because I cancelled the booking, but the booking experience made me feel like they run the company through drip pricing and lack of transparency, which given the reputation the car hire industry has, is a big red flag.
Car is dirty, Petrol only 1/2 full, customer service staff is not friendly and lack of energy.
Lack of energy and not quite friendly service.
The car is old, dirty and not the same as the picture.
The car was for holiday and it’s ok to drive.
Petrol was half full when we picked it up.
Stay away !!!
Rented car twice got screwed both times. Bond issues, cars all scratches and dents , all crap ! Thought I will give them a second chance, waste of time :((((
Where do I begin
Their customer service in Sydney was ok. However we did not get the car I had chosen and when it arrived the front passenger wheel hubcap was badly damaged. We were concerned that the wheel had been damaged too but when we showed the young man and asked that it be noted he just shrugged and said dont WORRY. We went back into the reception and reported it and had it noted. From then on we had to keep going g into garages to blow up both of the front tyres, they were below pressure from pick up.we also had a consistent knocking underneath the c...ar which we couldn't find a reason for, but scared us every inch of the journey from Sydney to Orange and return. We were worried that it would break down or cause n accident. Fortunate neither happened but it did add a worrying element to,our journey. We were told to drop at the airport which we did only to find that the drop off was in Port Botany, as strangerswe had no idea were it was. We eventually found it but as far as we are concerned the whole experience was unnecessary and stressful. Would I use East Coast Rentals AGAIN? No way.
We hired in Tasmania off these guys - the car had juddering brakes and was pretty dodgy. People were nice but off airport took a long time when we arrived.
Old cars then accuse you!
Old cars with scratches and dents and popped out bumpers. Then accuse you of some of the damage. I took photos and could prove it.
They don’t fix them but try get you to pay extra, be careful.
Dirty and old car...
Rented a Suzuki Swift. The car was definitely not cleaned inside and hat around 80k kilometres on the clock. Even worse we booked via Sixt and expected Sixt but got this company. We booked our pickup via Internet where we could choose the Station Cairns Airport. But this station does not exist - so pickup is around 5 km away. Not so polite they did not tell you this. Really disappointed from SIXT as well. Next time another rental, e.g. Hertz.
Well where do I start? Positive the gentleman that pick myself and family up in shuttle bus was polite and friendly he then continues to do our rental and check car for damage a definite 100% service so thankyou [name removed] how ever in the process the so called manager [name removed] was rude aggressive and downright dirty and messy looking if this is what managers are like in the company I definitely would not use them again. He uses language that is not called for just because someone is unsure of things and can't even look you in the eye ...when talking if I was the customer he was dealing with I would have slapped him and walked out, so make your own decision on whether to deal with this so called manager. Sorry for the blunt but honest feed back.
Incredibly unprofessional service
Its cheap but it's definitely not worth it.
Despite the booking process and car quality being good, the service was by far the worst I have received when hiring a car. I spent a very long time being shuffled around to different departments when trying to contact them to request to extend my booking. The service I received by multiple staff through the telephone process was negative and very unprofessional. It was almost as though they didn't want your business.
There is also no priority process based on wait time when you are waiting to ...be collected by their shuttle service from the airport, it seems that whoever gets their bags on the bus first and pushes others out of the way, wins. Do yourself a favour and book with a known brand. You'll be thankful you did.
Was really rude upon pick up and car was a mess had me and my 1 year old waiting for over an hour and half plus charge me and extra $35.00 for been 15 min late.
Poor value. Think twice before hire.
1. Pretty old car. Booked a Toyota Corolla but we got a three-year-old Nissan Pulsa (2014).
2. Dirty. The skirt of the car body is full of dirt when I got the car.
3. Paint chips all over the car
4. Bad fuel. I drove 365 km and the car already used 3/4 of the tank. After i have put in some unlead 91 at BP, the fuel gauge barely moved even I have driven around 150 km.
So think twice before hiring a car from east coast.
Big rip off with fuel
Long term user of East Coast but not anymore. I was in a hurry to catch my flight and didn't have time to fuel the car. They overestimated the fuel used then charged me $2.95/litre. When I sent a written complaint, the manager's response was quite abusive, maintaining the high cost was to cover their staff's time to refuel it. I find this to be rubbish. The more fuel used, the more they make. Ripoff - go elsewhere.
Questions & Answers
Anyone picked up from Melbourne airport using the shuttle? Any specific info regarding this location?
How much does it cost to take out insurance when renting a car
We paid for insurance with the booking which was with a 3rd party, East Coast Rentals then tried to sell insurance to my husband again. I have worked in Travel so understood that we had already paid for it. It appears the staff are on commission for insurance sold so don't really care if you pay it twice. We had to leave a credit card guarantee with East Coast Rentals which is released when the car is returned without damage.
To answer your question Angela, the daily rate for Damage Cover varies depending on the length of your rental and whether you want to reduce your excess from $4400 to $385 or $4400 to $0.00. On average though around $20 - $22 per day. Two other things to consider also. If you are booking through one of our online agent partners as opposed to direct through our own website or call centre these agents also sell their own competing products. That's fine we would rather a customer travel in one of our cars covered for damages than not. However they are typically more expensive than our own cover options and because the cover is with a third party instead of us direct we will still need to take a $1000 security bond before releasing the vehicle. Taking our cover negates the need for a $1000 bond. Also if there is major damage to the vehicle we reserve the right to take the full excess from your nominated credit card and return any remainder to you once the vehicle is fixed. If you have cover sold by an Online Agent you would go back to them to claim monies needed to repair our vehicle.
Does anyone have experience with the Hobart branch? Our flight times are 12.50 pm Friday & 1.30 pm Monday so I'm hoping there is little traffic plus their location is very close to the airport. I'm mostly concerned as I'm taking some elderly family members on a short holiday and was aiming to use their shuttle for myself and to pick up / drop off the other passengers from the airport. Am a little concerned the age/condition of their people movers.
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