Just a note to let people know this car hire company should be avoided. Yes they are cheap, but there is a reason for that.
Basically this is what happened about 2 weeks ago. My husband and I arrived at the Melbourne office at 8.30am to pick-up the vehicle I had booked 2 weeks prior. A young man, I believe the Branch Manager, ushered us into the office. We were quickly told the vehicle we had booked had not yet been returned. Initially is was to be returned the previous afternoon, but the customer was now going to have the car back at 8am on Saturday. Initially the manager assured us it wasn't a problem because he would move reservations around which was a blatant lie because there were no other vehicles available. So he sat there and lied and wasted our time.
The manager tried to contact the driver of the vehicle, but his mobile phone was turned off. The manager then informed us there weres no other cars available for us and basically it was out of his hands. Obviously we were very upset, as I think any reasonable person would be under the circumstances. We were headed to NE Victoria to see some friends over the long weekend. The chance, at that stage, of finding another car from another agency was slim.
We made it perfectly clear we very unhapy with the outcome. The manager then said that because we had an attitude we could get out and not come back! So we left to try and find another car which we did, after visiting 4 agencies, with Hertz. But in the end we had to pay $130 more than the booking we had with East Coast for the same exact car. Once on the road I did speak to someone in the Gold Coast office, about the situation. She was sympathetic and apologetic. She advised if I would like to make a formal complaint to contact the General Manager. So I sent an email to the General Manager and waited and waited. After 7 days I did not receive a response nor an acknowledgement my complaint was even received. I rang and spoke to the GM and was told the Branch Manager had tried to contact me, which again I suspect is not the truth. There was no mention of the reimbursement of $130.
To be perfectly frank I am absolutely disgusted and irate at the service we received from East Coast Car Rentals. The lack of customer service was appalling. East Coast should be ashamed of itself to allow such behaviour and I am amazed that people like that Manager and GM are employed by them.
After doing some research it turns out that numerous others have similar stories so beware!!!!!!