Should be called 'Hire-a-bad service'. Im usually more of a complimenter than a complainer but we had truly one shocker of an experience with these guys. Our family planned a family trip on the 22 of Feb 2012. After looking around a range places to find the nicest van with the price we found Hireace, thinking we landed on a gem. To make sure we had the automatic van (no one wanted to drive a manual) we booked and paid in full 5 weeks in advance. Specifying at all times that we wanted an auto. The guy who did the booking seemed nice enough. We show up as pre-planned on 22 Feb 8:30 am to pick it up and the girl at reception tells us that weve booked the manual not the automatic (Strike1). We tell her this is wrong so she rings up to find out about where the auto is, from there she tells us the auto failed its WOF (fabulous) so wouldnt be available until the 23rd Feb (Strike 2) we ask to speak to the manager about the muck up and he comes out and tells us that since its on file that we booked the manual we either had to put off our trip until the 23rd (WHAAT? Strike 3) or he could find us an alternative van with another car hire company with an additional cost of $120 that we would have to pay ourselves (OH HELL NO Strike 4). We try reason with him that because its one of his staffs fault that they should take a moral responsibility for it but he simply says in a 'tough crap' sort of way that this is their companys policy and they have met their obligations by offering an alternative van through another provider (My foot Strike 5). At this point tempers have reached peak traffic and the words irresponsible and bad customer service start coming out. Meanwhile the guy who originally took our booking walks through the door, sees the commotion and walks straight out of sight pretending like he didn't see us! (Strike 6) We ask the manager to go ask his staff member about it as he should remember our booking and he says 'I'll deal with my own staff thanks' (Strike 7). 10:00 rolls around so after frustration that was obviously heading to nowheresville we put out a few colourful 'You suck' comments, demanded a refund from a very scared looking receptionist (sorry receptionist girl), walked out and found an alternative ourselves. Starting our trip off late, in a foul mood and in a van with a broken window which meant my aunt got rained on for half the trip (Their fault by extension Strike 8). A few days later the manager obviously found out somehow that we were right all along because we get a call from him apologizing for the unacceptable screw up, telling us he will put an extra $120 in our account for the additional we would have had to pay and that he will send us a complimentary car hire voucher. The apology was appreciated and the money/voucher received when promised but unfortunately it all came too late. If this was done in the first place it would've saved us a whole lot of stress and hassle. The voucher went in the bin. Why keep it when we will never EVER use their services again. Since an apology was issued though ill still give them one star. If no apology had come I would have given them nada. Believe me, with the ordeal we went through im being more than fair.
