We are sharing this review to caution others based on our firsthand experience with a rental from a major car rental group in Australia (under a specific brand) and the absence of any response at the corporate level.
Initially, this was a long-term rental, and it was clearly stated at pickup that we would be traveling 17,000–20,000 km over several months. This was openly discussed and acknowledged. Therefore, we expected the vehicle to be suitable for long-distance travel.
The service sticker on the windscreen indicated that the next service was due at 38,700 km. We specifically inquired whether the vehicle would need servicing or replacement during the rental due to the planned mileage. This was explicitly denied, as we were informed that the car rental group uses an internal maintenance system showing the vehicle as properly serviced and approved.
The vehicle is now at approximately 53,500 km, meaning it is operating around 14,700 km beyond the recommended service interval.
During the rental period, we faced a serious safety issue. We arranged an independent inspection which confirmed that the rear tyres were excessively worn and unsafe, clearly unsuitable for the agreed rental duration and mileage. We were explicitly warned that continuing to drive the vehicle posed a significant safety risk. Documentation from this inspection is available.
Given the tyre condition and the overdue service, we can no longer reasonably trust that other critical safety components (like brakes) are in acceptable condition.
Despite this, we were informed that all costs for roadside assistance and tyre replacement would be our responsibility, and we were required to return the vehicle with five fully functional tyres, regardless of the original condition.
What is particularly troubling is the complete lack of response at the corporate level.
The issue was formally escalated to the head office and customer relations. As of today, there has been no response for six days, while the rental remains active and the vehicle has been independently deemed unsafe.
Additionally, we experienced a system failure where we received an automated email stating that the vehicle had not been returned, despite the rental still having almost two weeks remaining. We had to contact the company ourselves to rectify this.
Due to the lack of guidance and support, and because the safety issues cannot be delayed any longer, we are now compelled to resolve the situation ourselves, including renting a replacement vehicle from another provider, entirely at our own expense, just to continue our journey safely.
From our experience, this reflects a systemic failure in safety oversight, maintenance assurance, escalation handling, and customer protection across the rental group.
Based on what we have experienced, we would strongly recommend against renting from this group (or associated brands), especially for long-term rentals or travel involving significant distances, where safety and reliable support are paramount.
Claim your business profile now and gain access to all features and respond to customer reviews.
