Evolve Rentals
Verified231 reviews
- Yes
- ·
- No, I received a worse vehicle
- ·
- No, I received a better vehicle
AI reviews summary
Evolve Rentals maintains an exceptionally high standard of customer satisfaction, characterised by efficient logistics and proactive communication. The service is frequently praised for its streamlined "new business model" which utilises technology to bypass traditional front-counter delays. While the depot is located off-site, the transition between the airport and the rental yard is managed effectively through a combination of dedicated shuttles and complimentary Uber transfers.
Pros
- Efficient Logistics: The pick-up and drop-off processes are consistently described as fast and seamless, supported by an effective online check-in system and quick airport transfers via shuttle or Uber.
- Outstanding Communication: Staff are highly responsive to emails and phone calls, particularly when handling booking amendments, hire extensions, or last-minute changes.
- Competitive Pricing: The service is frequently noted for offering better value than major international rental brands, with transparent base rates and various vehicle options from small cars to 8-tonne trucks.
- Helpful and Personable Staff: Reviewers repeatedly highlight the professional and accommodating nature of the team, noting their willingness to "go the extra mile" for families and large groups.
Cons
- Insurance and Bond Costs: Some users found the daily insurance premiums high relative to the rental cost, and there were specific complaints regarding large security bonds being "taken" rather than "held," leading to 10-day refund delays.
- Vehicle Condition Discrepancies: While most cars are new and clean, a recurring segment of feedback mentions receiving older, "battle-scarred" vehicles, or cars with specific cleanliness issues like soiled seats and grimy windscreens.
- Off-Site Location Confusion: A few users experienced delays or confusion regarding the off-airport location, specifically noting that the lack of a physical desk in the arrivals hall can cause initial havoc if instructions aren't followed.
- Unexpected Fees: There are isolated reports of undisclosed administrative surcharges on toll road usage and dissatisfaction with fuel levels being low upon collection.
Verdict
Evolve Rentals is an excellent choice for travellers seeking a high-value, tech-forward alternative to traditional airport rental agencies. It is particularly well-suited for those comfortable with off-site transfers and who prefer managing their hire through digital check-ins and direct communication. Consumers should clarify insurance and bond terms upfront to avoid "bill shock" regarding security deposits.
We just dropped off the car. The service picking and and during the hire period was friendly and really helpful. There was a minor issue with the car and they resolved it straight away. Airport pick up and drop off was prompt and quick. Show details
We had a few requests due to changes to our itinerary and our technology ability and Evolve staff were only too willing to provide solutions. The car was clean modern and the right size for our trip and it was an easy process for collection and return. Show details
The car was a late model gwm. Bigger than what we ordered. Quite good economy 8.2 l/100kms. Plenty of boot space. The inside of the front window very hazy which I cleaned. Not having an uber ACC they organised an uber to and fro the airport included in the hire. All organised on line was very easy to do. Will use again. Show details
Reviews with attachments
Good service nice clean late model price was OK will tent from them again
The staff were very friendly and quick. As soon as we reached the Airport and called them we waited no more than 10 minutes and when we got to the yard the car was ready . we were out within 10 mins. Returning the car was just as easy. Will definitely use them again. Highly Recommended and great pricing. Show details
The vehicle was refused at collection despite my attendance at the rental desk. The reason provided was that P-plate drivers are not permitted to rent vehicles. However, the rental terms state that Green P-plate drivers are permitted provided they are 25 years or older, while only Red P-plate drivers are excluded. Please provide the specific term… Read more
relied upon to deny the rental and refuse the refund. If there is no applicable term that excludes me from renting, I request a full refund of all amounts paid. please don't use this company, no one speaks English, had top repeat myself 6 times
Wonderful from the start. The only thing I would change in my experience would be the lazy English gentleman who I would suggest that he has never completed a customer service course. His acknowledgement of me arriving to the office was dismissive and gave the impression that his time and his phone were more important. Other than that, everyone… Read more
was great, the car was clean and everything was explained clearly on pick up. Would def recommend evolve.
Best Customer service in the Rental Car industry. Il be back shortly Team. Show details
The process was so easy and the staff were very accomodating and friendly. The car was clean and in great condition. Overall experience was excellent. Will highly recommend to others. Show details
Latest follow-ups
First of all, Evolve doesn't have a office located in Gold Coast Airport Arrivals Hall as mentioned in the booking. The pickup from the airport and drop off to Evolve office was quick with a friendly driver. The car given to us was a MG hatch back… Read more
was good, but the seats were soiled and dirty. The customer service was excellent. The drop off process was quick and easy. Overall 4 star rating.
Follow-up · Any Hatch back. No, the office location was not mentioned or explained. The seats were very soiled and dirty.
Priced at $82 for the day reads well BUT the wording could be clearer on the default option as this invokes a $7500 excess that is not refundable. Fortunately the staff today was knowledgeable and we could discuss the pros and cons at checkin. I… Read more · 1
chose to pay an extra $40 for insurance and a $300 bond. So the $82 fee became a realistic $120/day. There are other rentals around that are cheaper on an apples for apples comparison. Also I was cautious that the terms and conditions are entirely geared to extract extra cash for infractions, so much so I am still wary that there will be some gotcha declared over the coming days that will profit from the bond money. It's an uneasy feeling that may be unfounded. The vehicle was great. Clean, healthy and with quality fittings for the cage. Drove well and was a nice experience to use. I washed it and spotlessly cleaned the cage area however given the torrential rain for the day, its hard to know if it will be deemed as cleaned enough. I haven't rented a vehicle in decades and all I see is angles to not refund the bond. This may be the method all rentals use, I dont know.
Follow-up · UPDATE: The bond was refunded and no further charges, so all clear. I had made it a point to be very obvious with my apprehension about the bond by emailing the staff at the site and confirm that they were happy with the vehicle and that the bond was secure. They replied that the vehicle was fine but it still took a week for the bond (PENDING… Read more
Car was clean, we got a Mitsubishi ASX. Perfect for our needs, boot was large enough for 2 large suitcases and a smaller suitcare (the sort you can carry onto the plane). People at the depot were helpful and informative. Didnt wait for long to be picked up or transported to the airport. Depot is about 8 mins drive from airport. Show details
Follow-up · The car was great on economy. Cost bout $50 to fill after 5 days of driving around. No hidden fees. I was prepared and purchased travel insurance with excess cover. This saved me about $32 per day from memory. They picked us up and droppee us off at one end of the airport by mini bus. Drove 8min to the caryard. Its not a walkable distance but didnt need to wait either way.
Find out how Evolve Rentals compares to other Direct Car Hire
Know better, choose better.
Positive reviews
Easy, affordable and great service from the team. Highly recommend to rent your next car from this provider when you are travelling to Goldcoast. Pick and drop off from and to Coolangatta airport was breeze. Show details
Customer service was spot on, I got a thorough down of the car before I got in. Pick up and drop off were fast and efficient. Car was a jazzy little MG whichmade my trip grom the Gold Coast to Brisbane easy. Would book them again. Show details
We picked up a beautiful, clean car after a long-haul flight, which was a great start to our holiday. The vehicle was well presented and drove perfectly throughout our trip. The instructions for using the complimentary Uber to their pick-up location were a little confusing, although the team advised they are taking this feedback on board to… Read more · 1
improve the process for future customers. Unfortunately, the Uber fare was also charged to our personal account instead of being covered by the voucher, and we are still waiting for this to be refunded.
Our biggest disappointment came when returning the vehicle. We returned it with more fuel than when we collected it, yet we were charged for an additional tank of fuel. Resolving this has been frustrating, with the refund process far from straightforward, and we are still trying to have the incorrect fuel charge refunded. UPDATE: refund has now been processed and we appreciate Matt’s professionalism and the way he handled this.
Overall, the car itself was excellent, but the post-rental billing issues and the difficulty in resolving them have overshadowed what otherwise would have been a positive experience.
Negative reviews
Good service easy to pick up and drop off after hours, good reliable vehicle, affordable rental rates, Did not get insurance as it was almost twice the cost of the rental price per day ( rental was $25 insurance extra $40 per day so completely unaffordable ( other than that all good ) just would of liked peace of mind regarding insurance especially driving around northern Queensland at night with the animals on the roads , Show details
Pick up was not at airport so we was late getting to our hotel which caused havoc for us,upon driving off in car noticed car on had only a quarter of tank fuel which made us even later to our destination Show details
No!! They charged an additional $5 on EACH toll charge??!!! Other two companies I rented cars from last two week did not charge me any additional fee! They didn’t tell me about this when I picked up the car.
Recent reviews
Very good service from time we arrived at the airport until we handed the car back in and were taken back to the airport 4 days later. Quick pick up and hand back. Show details
I found the people at Evolve really easy to work with and the car I hired to be in great condition. The pick up and drop off were really smooth and the price really reasonable. I would definitely hire from them again. Show details
Easy to book and extend our rental. great friendly customer service. Our little MG was in good condition but the seats were slightly stained and could’ve been a bit cleaner but that wasn’t a big deal. Overall would book with Evolve again for the ease and price.
Find out how Evolve Rentals compares to other Direct Car Hire
Know better, choose better.
The shuttle service from Gold Coast Airport to pick-up and return was excellent, as was the corresponding desk service. The car was clean and mechanically sound. No Android Auto on the MG was an irritation, also the full insurance excess of $4,500 being payable even for minor damage (e.g. minor shopping trolley dent). We made only a few (longer)… Read more
trips in the car where the parking risks were low during a ten-day rental and used public transport for shopping and beach destinations, which we would not have done in our own car. It still turned out cheaper than taking a rideshare/cab service from the airport to a resort, a family visit to mid-Gold Coast and return to the airport.
Booked well in advance of arrival. Car was ready when I arrived. Friendly staff - made me welcome - simple transaction and the car handed over. Called in 2 days prior to dropping off the car - once again friendly - fun staff. Final day dropped it off greeted again by a friendly staff member. The car was just what wanted and it went like a dream Show details
A first time customer and very happy with my choice. Staff were very responsive and polite. The car was immaculate and very economical. A great rental company that I would have no hesitation in booking again. Show details
Second time I have hired a car. Customer service was great. My fight was delayed by 15 hrs and therefore could not pick up car at the nominated time. A short phone call advising of my situation, resulted in a quick amendment to the contract, no problems! Very happy with the experience. I will be using them again. Show details
Picking up instructions should have provided a phone number. Customer service at pick up was awesome and very friendly. Car had service warning coming up and at times difficulty putting in reverse gear, causing much frustration. It worked at times very well, but think there was a fault. Show details
Good service as usual. Have used this company on many occasions. Now amalgamating with Evolve, service was just as good and value for money. Friendly helpful staff. Cars were clean and well maintained. Booked Hyundai i30, and were up graded to a Haval Jolion very much appreciated. Company met all expectations. Would recommended. Show details
Great value, great fun helpful staff, the car they gave me was exactly what I needed (not the latest and greatest but not terrible either). Got an Uber voucher to get there from the airport, and they also have a system set up for those who don’t have the app. Show details
Smoothest rental procedure I’ve ever had from booking to drop off. Great company, great staff and great location. I had an after hour pick up and drop off time with a toddler and everything went so well. They provided us with uber vouchers to come and go from the airport instead of using the regular shuttle. Plus, they offered much cheaper prices… Read more
than the airport itself. Absolutely will take again and recommend to anyone.
Thank you so much ! Happy customer.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Thank you for your feedback. We’re sorry that your… Read more