K.G

Oct 10, 2024

I would not recommend Ezi if you are needing to navigate your way around New Zealand and hoping to be able to use every day car features like Bluetooth, GPS, a reversing camera, a radio, CarPlay, maps

Hi, I am feeling very disappointed and dismissed by the staff and a general manager from Ezi Car Rentals. We hired a car for our first time trip to New Zealand from Ezi Rentals over the duration of 10 days. We picked up the car in the early evening and started our trip to our first stop which was roughly 2 1/2 hours away. The inbuilt GPS, maps, CarPlay, Bluetooth, radio and reversing camera were not consistently working. I phoned three days into our trip hoping to get a solution on how to get at least CarPlay to work so I could use the maps from my phone but have the directions go through the car stereo. Despite telling the customer service officer that we have tried three separate phones with three separate cords, on multiple occasions over the past three days, her only solution was to turn the phone on and off. This of course did not work. Upon returning the car I gave basic feedback to staff and said I would be in touch via email when I was home. Once arrived home I reached out via email explaining all of the issues which I was told they would forward the feedback onto the airport rental staff. I then followed up via the online chat to express my disappointment again as I wanted to chat to someone in further depths about this. I was told a team leader would get back to me soon. A team leader got back to me and offered me a two day refund for the inconveniences. I explained that I was not happy with this considering the circumstances and how difficult it made our trip navigating our way around New Zealand with two young children. A day later, I had to follow up again where I was told the general manager would get back to me. The general manager, emailed me apologised for the inconvenience and said that two days was reasonable considering the circumstances but if I wanted to chat further about this to please give him a call. I proceeded to give him a call which the lines were dead and incorrect phone numbers I sent him an email immediately asked him to provide me with the correct number or to please give me a call and provided my mobile number. He emailed me back immediately and said that he was in meetings all morning and that he would phone me in the afternoon. Seven days later, I am still waiting on a call. We were travelling in a group. There was a total of five cars hired, four of the five were hired through Ezi. All of the other cars through Ezi had no other issues. It was just our car. This is why I believe it is absolutely unreasonable to be offered only a two day refund out of our 10 day car hire. This made our trip extremely difficult to navigate our way around a new country we had never been to relying on maps and a GPS. There was no radio or music to entertain our two young children on our drive. The reversing camera did not consistently work, which was another inconvenience. I would not recommend Ezi if you are needing to navigate your way around New Zealand and hoping to be able to use every day car features like Bluetooth, GPS, a reversing camera, a radio, CarPlay, maps. It put a massive dampener on our trip.