A nail punctured the tire, which could have been repaired, but we replaced it with a brand-new, more premium tire worth tens of thousands of yen. A refund should be provided.
1. When picking up the car, I noticed the condition was mediocre (although the vehicle model matched, the car provided was an older version). It hadn't been cleaned properly and overall felt a bit worn out.
2. The car rental staff and the person delivering the vehicle were not the same person (typically, the same person handles the paperwork and delivers the car), and no physical storefront was visible. Everything was confirmed online through electronic documents.
3. After a flat tire incident, I called for guidance, but the staff kept passing responsibility to each other (added three staff members before progress was made) and claimed they were not responsible for this issue. Their standard response was: 'Please mention it in the group chat; someone will handle it,' which resulted in a slow and complicated resolution process.
4. During the incident, I asked the rental company to communicate with the police, but their response was: 'Why should I communicate with the police? What questions does he have for me?'
5. After the incident, I was charged 20,000 JPY for upfront repair costs, but there was no follow-up or detailed report on how the repair costs were handled.
The staff were positively brilliant. Car rental companies have a very bad reputation but I could not speak more highly of the staff there. They were so incredibly friendly and helpful. She even gave my daughter a little toy! I will definitely be renting from them again.
About QEEQ:10.0/10
Booking online was very easy. I was quite worried as we were driving in Japan and did not speak the language but it did not make any difference, it was all seamless.
This car rental company is amazing! I forgot to bring my driver's license, yet they offered to: (1) directly change the primary driver on the contract to my son's name, who lives locally, and (2) deliver the car directly to my son at the train station to Rinku Town. This is the first time in my decades of renting cars (close to 90 times) that I’ve come across such exceptional service. Highly recommended!
The non-business hours fee was prepaid during the car rental. Due to a long queue at immigration (the rental company was already informed about the delay), we arrived at the designated parking lot 3 minutes past the original service time and were charged an overtime fee of JPY 2000. The vehicle handover took place at the airport parking lot, where we were charged an additional JPY 2000 parking fee when exiting the lot. This meant that even the parking fees for the driver's waiting time and completing the paperwork were borne by the renter! To make it worse, the driver knowingly handed over a faulty car. After we checked the vehicle's exterior and started driving, a warning signal appeared indicating the key was not detected. We immediately called the driver, and after returning, he took a quick look and said restarting the car would solve the issue. We thought that maybe the older car model required the key to be placed in a specific position for unlocking, but the driver said it would work normally after restarting and told us to hang the key near the steering wheel. However, when we got onto the highway, the warning reappeared saying the key could not be detected. Left with no choice, we anxiously drove and searched for the nearest exit. After contacting the rental company, they told us to buy a battery at a convenience store and replace it. After much effort, we finally found a store, bought a battery, and returned to the hotel, but it was already past midnight. However, when locking the car, another warning popped up, and it wouldn't lock. The company didn’t respond when we tried to contact them. The next day, they only replied to say we could use the traditional key to lock the car. When returning the car, we arrived an hour earlier than planned and asked the driver to come earlier for collection. We spent some time finding a parking spot, and when the driver arrived, he claimed he had been waiting for half an hour and charged us an additional JPY 2000 overtime fee! Absolutely baffling!!! I've never encountered such an unpleasant rental experience anywhere in the world...
Pre-sales service, contact details, and language options were really good. As for the car's condition, it was a bit poor. The vehicle was quite old (170,000 kilometers), and the car body had many scratches (basically the whole car was scraped). The tires (snow tires) and wipers were also expired. After-sales service was mediocre; the staff member handling the car inspection was very rude.
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