These people rented us a truck that was picked up with over a quarter of a tank of fuel missing. We were told at the counter that we wouldn't be charged for mileage when we brought it back. OK - fine. After driving it for 10 minutes (and it feeling like it was going to fall apart from all the shuddering) we loaded it with our gear and set off on our way. Driving down the motorway, we were pulled over by the police who advised the indicators on the vehicle weren't working and we should return it to Hireace. A call was made to them (wasn't returned after leaving a message at 8am in the morning) so we called back later that day and told to drop it to a closer branch. We did this, and were told someone would call back on Monday.
Monday came around and no call. We visited the branch on Wednesday and were told that we didn't pay for the mileage and we had obviously been driving it, so we weren't going to get anything back, and that was our problem. What?! $115 and a whole day absolutely wasted. Will never go back to these con artists again.
I recently hired a 'Cargo van' and 'Furniture trailer' from Hireace and it all turned out to be a joke including the response I got about my complaint.
Their website clearly shows a modern van which even details it having electric windows and airbags. I requested a quote for a diesel, manual cargo van and then received a quote again with a picture of a modern van, presumably new. What I got was a an old 2002 hi ace with no electrics, no airbags, automatic transmission, 2L pertrol. The guy at the shop reckons there is no cargo van in manual or diesel.
I also hired a large tandem axle trailer to be towed by this van. The 'Furniture trailer' had a completely muddy floor and a spare tire sitting loosely inside which came out of my available load capacity. All four tyres were flat, down to 16psi.
To start with I turned up at 8:50am for my 9:00am hire, assuming there would be paperwork to be done. The trailer wasn't even located at the branch until closer to 10:00am and after the paperwork I was only able to leave the branch about 10:15am.
Of course I had to accept what I was given as I had no choice. I was driving to another city that day.
I was driving from Auckland to New Plymouth with a full load and to be honest I cannot believe the van didn't blow up. On a flat road the van struggled to get over 70kph and consistently stayed in 2nd gear, redlining. Any hill I came to, even with a run up, would bring us back down to 15kph. We were well under the recommend weight limit told by the branch operator.
This round trip of about 800km should have cost about $150 in diesel but instead cost us about $350 in petrol! And we were hours late to our destination.
I emailed a complaint to the contact person I had for the quote who had previously responded to multiple emails within 20 minutes. But my complaint email was un-responded within 4 days so I spoke to Ari on the Hireace website chat service. He said he will forward my email to "the boss" and I will hear back very shortly. It has been more than a week and still no response to my complaint. I spoke to Ari again today and he says there is nothing he can do about it, it is out of his control.. The most useless customer service ever.
Don't use this company, seriously. Their vehicles on their clean looking website is all a hoax. Once you have handed over your money they do not care one bit about you or your safety.
And most disgustingly they don't even front up with an explanation or an apology.