Apex Car Rentals Australia Reviews 

We paid in full the $63 to rent the car for the day for my sister so she could attend a family event. I checked the Ts&Cs on the website to ensure she had the correct credit card for the $200 security deposit. When she arrived to collect the car the representative took one look at her relaxed appearance and said she would need to pay a $4,000 up front security deposit before she could collect the car. This was not disclosed anywhere on the website or in writing anywhere and I have never heard of a policy this outrageous or unreasonable. My sister was bullied as a child and suffers low self-esteem so I submitted a complaint on her behalf and expressed that she was humiliated and inconvenienced by their treatment of her and she did not receive any kind of apology or acknowledgment. This company and its staff lack any human empathy, customer service, or care, and they clearly support discrimination.

Luke and Sonia at Brisbane branch made all our problems disappear. Couldn’t have asked for better service. Thank you so much for your help last Monday.
Alex&Ruth French

We have used Apex a few times and have always been impressed with their competitive prices. This year we received exceptional service from the Brisbane branch. Sonia looked after us from booking to returning the car. She was friendly , helpful and efficient . She dealt with our many questions. The car was much nicer than expected and in really good condition. We were delighted with it. We will not hesitate to use Apex again .

Apex car rental Brisbane - the poorest customer service I ever have. Starting off with the pick up from the Airport the driver of Apex was abusing and yelling at other motorists all through too the main office at the Brisbane office (Apex). We have booked the Car at 11am pick up after waiting for 2hrs at the front office until we questioned the Customer services officer why we have to wait for another 15mins to be clean before we can drive off. The Customer Service officer left us at the counter and went to the manager. The manager returned and then said out loud in front of several customers who were picking up their rental hire. "What is your problem"... yous got picked up from the airport at 1130am...
We booked it at 11am for the car to be ready to drive away as soon as we got there but instead we had to wait for 2hrs before their end up giving us our car rental but we still had to pay the two (2) of waiting there for a car too be ready. I will never return to Apex ever again the worst Customer Service ever. I highly recommend no one to go there at all. poor effort all round 😤

Rent a car directly for the airport
I booked the car from 8.00 but pickup by shuttle arrived to the airport only 20 Minutes later, the drive took 7 minutes so I got the car only almost 1 hour later.
They offer dropp off service to the airport only every 45 minutes.
As i was 1 minute later, I needed to order an Uber to get the airport
I would not choose them again
I ordered a small car, on purpose I paid more to not to get a Chinese MG but a Suzuki, got a Chinese MG SUV instead
Disappointed

Absolutely terrible. Booked a car 2 months in advance to holiday. Finally arrived at the destination and got picked up by apex mini bus. The instructions don’t make sense, (wrong instructions) had to call them. Got picked up, went into the store to pick up the rental car. The lady who served me, was rude, stunk, and looked like she didn’t even care. Asked about the booking, asked for my license. Noticed I was on my green p plates. She instantly said no, tried to find a paperwork that stated that they don’t give cars to p plates. She couldn’t find the paper or evidence after going crazy looking for it. No need to be rude, could have helped us find something else. Left us in hot heat, humid. No need to be rude, especially when they are located next to a homeless centre. Do better. DONT PUT FALSE ADVERTISING UP!!! Also didn’t get my deposit back either.

Flight delay pushed our arrival in Brisbane to after 2pm. Apex office closes then (really? At an international airport?). On landing received a cheerful text saying "Nothing heard from you so we've gone home, back tomorrow 730 am"! Of course this message could not be received in flight, so now stranded as Apex was uncontactable. Hired
a car from the truly excellent Sixt office, phoned Apex the next day to be greeted with outright hostility and repeated threats to put the phone down when I tried to make my complaint. Apex Brisbane airport staff showed no concern for events, rather aiming to see off another troublesome punter- talk at them, tell them they're wrong and if they persist, threaten to put the phone down.
Clear conclusion is to avoid any dealings with the Apex Brisbane staff and hire a car from someone else.
NB We hired the Apex car via GoSee, whose staff were polite, understanding and helpful throughout. The above feedback in no way refers to GoSee.

Rented a car for 3 days, caught COVID on the third day and had to isolate for a week, couldn't drop off the car. Followed advice on the Apex website to the letter, tried to contact. Tried calling customer contact number and corporate for 3 hours (within business hours), no answer at any point on any number. Sent emails to advise that I would follow their website's instructions, which stated that Apex would arrange to collect the car ASAP.

Got a call the next day from the person at the depot asking why I hadn't dropped off the car; no communication had happened. I advised them of the situation and they charged me a week extra on the spot without advising me of what they were doing. I did not agree to anything and they did not explain anything, beyond asking when my flight had been rescheduled to. I got a bank notification and called them back, they didn't believe that they needed to collect the car and asked me to walk them through their website to find where the COVID policies were located. They then defended charging me more on the basis that they couldn't rent out the car, and that the website didn't explicitly say they couldn't charge extra, and
they had no staff avaliable to collect it anyway. They insisted they couldn't reverse the fee and it would have to go through management. They refused to give me contact details for management, saying they had already contacted them.

At the same time as the initial phone call from the depot received one email from someone at customer contact asking what rental ID I had, which I answered, and have now had no response since, despite follow-up emails asking for an explanation of the situation. If the depot did actually contact their manager, then the radio silence lines up with when the depot contacted them.

While dealing with COVID I had to safeguard their car for them for a week and drop it off, contrary to what their website said would be the case. They were supposed to collect it, and I had to change travel plans again to drop their car off for them, despite their website saying they would collect it in the event of COVID.

I continued trying to contact and two weeks later I have still not received any return contact from anyone, and the only staff member I can reach insists that it's not their problem, I have to talk to management via the generic email address they've now given me, despite not having gotten a single response and still not gotten through to anyone on the phone. I've not gotten my bond back despite the car being returned in perfect condition (certainly nothing to explain why the bond might not have been returned), and am out of pocket nearly $750 on top of the initial rental fee, because there is apparently nobody to contact if they decide to ignore their own website, charge extra for no reason or not pay back a bond for no reason.

I later realised that I should not have been charged the bond, because I live interstate and the bond only applies to people living in-state.

If I hadn't gotten a car, I would have sworn this was some kind of shell company, given how impossible it is to reach anyone. Nobody answers the phone, nobody responds to emails, nobody follows up voicemail messages on the rare occasion the voicemail systems are turned on.

I regret not going for a more reputable rental company, because this has now cost me WAY more time and money than anything the more established companies charge. Even a taxi across the state would have been cheaper.

Very glad that I recorded all conversations with the one person I did speak to there, so I can continue following up and hopefully get my money back. Recommend you don't use Apex, but if you must, record EVERYTHING. They will apparently scam you.

But seriously, go for the more expensive companies. It'll be much cheaper if anything goes wrong.

What a rip off...had to cancel due to unforeseen reasons and was charged a $73.00 cancellation fee, despite being long term customers and users. They have now lost my business.

We arrived at Cairns depot had car booked it was not available so had to downsize to car that didn't fit our luggage. Came back 20 minutes later and there was car type we ordered. On enquiring Jannelle refused our request to move us into the car we hired. Totally unprofessional no consideration for our needs to get what we booked.

I made a booking with Apex as my parents had used the company a few times in the past with no issues walked in yesterday to pick up a car and was advised due to being a local I had to pay a $1,000 bond on top of the extra per day amount to reduce to excess
I was advised it’s in the terms and conditions
I asked why as a local am I penalised and I was advised it’s because they have more trouble with locals
I then asked why it does not inform you of this when making the booking I was told it’s in the terms and conditions
Again I said that is a huge amount to hold and you should be informed at the time of booking
Unlike the lady 8 months ago I as a local walked out to take my business to a business that actually supports locals
I have looked at the terms and conditions and nowhere does it states that there is a $1,000 cash bond
In a year where tourism has been affected the most you would think this company would want business - that must not be the case for Apex Car Rentals
I am a traveller as are my parents and friends - I can assure you I will be telling anyone and everyone to never use Apex Car Rentals!!

I’m not usually a review writing person but Apex have been amazing from start to finish, the service I received when I took the car was exceptional the car was faultless and the service to extend has been easy and efficient, highly recommend these guys to rent a car off!

This was my first time with Apex - I recently hired a mid-size car in Cairns for a one way roadtrip back to Brisbane. The price was highly competitive with no hidden costs, nor were there any additional cost for extra driver or one way drive. I was so sceptical that I kept double-checking everything to make sure I hadn't missed anything.

Everything was fast and efficient from the get go. There was no pressure to sign up to anything extra, which I highly appreciated! Photos were taken and sent to my e-mail. After a preliminary check, we were off a running within 20 minutes!

We had no trouble with our car during this time and within 2 weeks, we were pulling into Brisbane, where we were greeted by a super-friendly lady who did such a efficient check of the car and fuel that we had hardly cleared the car of our belongings.

Overall, we had a great first experience with Apex and will be using them in future.

We hired a car over Christmas and returned it on 5 January 2020. The service was perfect, we were happy with the car and all staff were friendly and polite. It was all very easy and based on that experience, I felt happy to recommend them. The price was certainly much cheaper than airport based car hires, and our car was quite new and nice to drive.

We had driven over a pothole which had damaged the rim of our tyre. We didn't receive an invoice for the repairs for more than 8 months. Only a few of those months could be accounted for by COVID shut downs. We were not given any explanation for the delay, and no apology for it taking so long. So that was disappointing.

Otherwise, we were happy with our experience.

We rented a car with APEX to drive around Tasmania. At one of our stops, we were so unfortunate that another backed into our car at a parking lot while we were in a national park and drove away. Luckily another person who also rented a car through APEX, and she reported the incident. We got a notification from her and called the APEX office, which told us that all was good and that car causing this damage would have to pay for it. This was repeated when we handed back the car and the written note from the fellow APEX user.

We though all was good. But apparently COVID19 caused APEX to go to through old files to get some more money to cover the low activty. Because all of a sudden, they send us the full bill and denied any of the promises they previously made and said that the employee was no longer with APEX. It is under all critique, that APEX takes our written proof, does not provided any themselves, and then 4 months later decide not to keep their word and hold back any information supporting our cause.

I will NEVER use APEX again.

We rented a car through Apex Car Rentals while we were in Sydney recently and it was such a good experience. The staff are so friendly and helpful and explained everything before we drove away. They collected us from the airport and dropped us back when we needed to catch our flight. We had a nice modern car that I really enjoyed driving. We will definitely use this company again when we visit Sydney again. I would also use them anywhere in Australia.

This is my review of the drop off of our Apex rental. Picked car up from Sydney Airport without any problems. Had to change drop off location after flights cancelled due to Covid 19 which the company did over the phone. Then those flights were cancelled so I amended drop off back to Brisbane airport two days after my rental finished. They did this for me over the phone again and just charged me for the extra 2 days at the original cheap rate. No extra fees charged for different drop off location and no charge for 2nd driver. This was my first experience of using Apex car rental and I cant reccomend them enough for their very competitive prices and brilliant service. The Outlander SUV we hired was only 2 years old and worked perfectly for the whole 31 days we had it.
Best car hire experience we have ever had.

The Caucasian customer service staff in Christchurch Airport branch refused to process my car return and she ignored me completely even I waved to her and said hello to her with smiles. She requested me to go to next counter to process car return by another customer service staff. I thought probably she was busy at that moment so she couldn’t process my case. After 5 minutes, one Caucasian family came in the office, she stood up and gave them a big hug with beautiful smiles and great joyful mood. She processed their case with quite fast speed and with no any excuses.
In addition, I had comprehensive car insurance with 0 access fees apply. I told the customer service staff there was a little bit of scratches at rear because I parked the car in the outside car parking of YHA waterfront backpacker. I explained this issue with photos and said I had 0 excess fees four times. The staff kept questioning me with doubt face and requesting me to fill the accident form. Honestly, I had no idea why i had to do so. According to the term, I am taking a responsibility with 0 excess fee as long as I am a legal driver.
I felt really really really disappointed, dissatisfied, disrespected, and mistreated by these customer service staff.
This was the worst experience I had.
I would never recommend anyone, any of my friends, family or coworkers to have any car rental service with them. (Christchurch airport branch)

They charge full amount of their Excess Liability insurance upfront from your credit card, if you are local and hold an Australian licence!
The informal advice was to team up with a visitor to avoid extra pay.
May be ACCC could look at it?

This review is about Apex Car Rentals Melbourne City office.
Great car, no issues WHILE we were renting it. However, the dramas started the day AFTER we returned the car - which just to be clear was checked in our presence when we returned it and everything was fine. We asked if we had to go back to the office (which is about a 5 minute walk on the other side of the building) and were told everything was ok and we were good to go.
A day later we received an email telling us they'd charged our credit card AUD150 for steam cleaning the car as we had allegedly smoked inside and there were cigarette butts on the floor. None of us smoke and we hadn't even been anywhere near where people had smoked!
I emailed them back and suggested they might want to check if they sent the correct email. We returned the car with the fuel tank approximately 80% full (which was pointed out upon return and we were told we'd be emailed before any charge was made to our credit card) and we were expecting a charge for this (which according to their T&Cs was AUD25 + the cost of fuel - no where near what they charged us for steam cleaning). I waited several days yet got no reply back whatsoever. In the end I proceeded to lodge a complaint with my credit card company and eventually the money was reimbursed.
Then more than a month later, we got a fine from Victoria Police for a speeding offence committed in the car we had rented. The offence was committed the day after we returned the vehicle (which was also the day after the rental agreement finished) and at that exact time we were actually in the air on our way back to New Zealand. We were not in possession of the car when the offence occurred - we weren't even in the country - and could proof that with the rental agreement and our boarding pass for a flight early on the day of the offence.
I have rented cars in many countries and have never experienced such utterly appalling service from what I had expected to be a reputable company. Shame on you Apex Rental Cars for ending what was an amazing holiday on such a sour note.