JUCY Rentals
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Flight delayed, JUCY closed on arrival, lockbox not used, customer service unable to help. Left without car.
TL;DR: Don’t use JUCY if there’s a chance your flight might be late. You could be left stranded. Had a JUCY car booked at Brisbane. Flight delayed at terminal and then delayed again on tarmac but thought we'd be OK for time. Ended up landing just after 2pm and immediately contacted customer service who informed us that the airport shuttle service had ended for the day and that we'd need to make our own way to JUCY - which we did via Uber. On arrival at JUCY the gate was open but the office was closed; doors locked, lights off, nobody in sight. Called customer service again (this time we spoke to someone located in New Zealand) who despite putting us on hold multiple times could offer no assistance. Suggested we check the lockboxes; try various code combinations; all to no avail. With no further assistance from JUCY on offer (other than to come back tomorrow) we proceeded to walk the highway in search of another rental car, children in tow. Contacted JUCY customer service the following day to organise a refund, initially spoke to someone in the call centre who didn't seem too sympathetic but did at least transfer us to the Brisbane location where we firmly but politely explained the situation that we had found ourselves in the day prior. After requesting a refund, the JUCY employee handed the phone to the manager, insisting that we were being abusive (which we had not been at any point). Explained our situation to the manager and requested a refund (due to hiring a car for the full duration elsewhere) which was provided without issue. We used the opportunity to query what JUCY's normal practice is when they have a 'no show' (i.e. someone who hasn't turned up by the collection time and/or prior to store close) and was informed that they don't normally do anything (i.e. they don't normally contact the customer to check if running late, offer to put keys in lockbox, etc.) as "they usually just come back the next day". A very disappointing experience after having used JUCY previously (other pickup locations) without any issues.