YES RENTALS
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DONT RECOMMEND, AWFUL SERVICE
I never write reviews but thought this would be helpful for other people as a warning, do not use the companies discover cars or yes rentals, both were incredibly unprofessional and held my money in total for over 90 days. We came to nz in mid April and hired a car for a few days, luckily I ticked insurance as there was a small mark on the rear of the car on return (we’re guessing someone backed into it and drove away either at the shops or at one of the hotels we stayed in). We were told we had to pay over $1600 for estimated damage repair costs before we left (extreme for the amount of damage), and were told to get our money back we had to wait for the repair invoice from yes rentals then we would have to send this to discover cars as they were the company I booked through and had the insurance with. The estimated wait time for the paperwork was a few weeks. We were also told that if the repairs cost less than what we paid they would refund the difference into my account. Mid April is when we had the rental, we didn’t receive the paperwork from yes rentals until the 31st of may and the cost came to almost exactly the estimated cost (over $1600) for a very small amount of damage (we thought this was very calculated, my partner has worked for Toyota so has knowledge re labour and parts costs and it did not match what they invoiced). In that time we were waiting I tried contacting them many times to request updates and was told to “just be patient”, frustrating when my money was on hold. On the 31st of may as soon as I received the paperwork from yes rentals I emailed discover cars to request a refund, through their website , there was no phone number or live person to talk to, it was an email request. I received a reply within a few days saying the time was beyond their return policy so I wouldn’t get my money back, I responded immediately explaining the situation that I had not received the information from yes rentals so I couldn’t have put my claim in any earlier. I received multiple emails from a robot saying a customer service rep would get in contact within 5-7 days (which they didn’t), finally I received an email saying they had accepted my “late compensation claim” on the 23rd June! After more communication attempts with robot responses I finally got paid on the 10th of July. We waited from mid April to almost mid July, over 90 days for our money! I am disgusted in how long this took, that was a lot of my money to be held for such a long amount of time with minimal and un helpful communication mainly from bots. I will never ever use these companies again and have warned all my family / friends about it. I would hate for other people to be stuck in the same situation as us and have much needed funds frozen. Hopefully this helps others, yes rentals and discover cars are both horrible companies.