I would advise caution when considering this service. The staff in the Melbourne office were generally friendly and polite, yet the behind-the-scenes support consistently did not meet the expectations set by the term 'full-service.' Be ready to understand your rights and assert them repeatedly — the initial process is smooth until you take possession of the vehicle, after which the focus shifts to fees and compliance. While mistakes can occur, the frequency and severity of the issues indicate a lack of emphasis on providing reliable service. Key challenges I faced include: * Unacknowledged notices and a complicated returns process: Written notices were submitted several times without any acknowledgment. The returns process involves multiple steps that are not communicated clearly, leading to confusion and unnecessary stress. * Conflicting repair guidance: The lease indicated that repairs should not be made, yet staff verbally directed me to perform certain repairs, leading to confusion and potential lease violations. * Unavailable vehicles: Once, an EV became non-operational due to a technical error. My requests to adjust the rent for the affected days were denied, causing wasted time and stress. * Incorrect fines: A fine of $4,000 was wrongly applied, which caused significant stress and required intervention for its removal. * Unpaid or unhonored discounts: Promised discounts were not correctly applied despite several follow-ups. Discounts used during the sale were refused in writing. * Incomplete insurance documentation: Necessary vehicle insurance documents were not maintained properly. I couldn’t access them through the app and had limited time to resolve the issue, creating operational risk. * Disputed cleaning fees: A cleaning fee was charged despite video evidence showing the vehicle was clean prior to return. The lease placed the responsibility on me to ensure the car was spotless, but there was no feasible way to guarantee this given weather and time constraints. In summary, while the staff were polite, the experience after taking possession of the vehicle was stressful, inconsistent, and did not reflect the 'full-service' leasing that was promised.
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