Extremely Disappointing Experience – Poor Service and No Accountability

We rented a Staria equivalent from Apex for a 10-day family trip in New Zealand, expecting a smooth and comfortable experience for our group, which included two young children and an elderly parent. However, on the 3rd day, we were advised by Apex staff that snow chains could not be fitted on the Staria, despite our plans to travel through snow-affected mountain regions. With no alternative support or solutions offered, we were forced to downgrade to a much smaller Nissan X-Trail.

This change made our journey extremely uncomfortable. We had to throw away a large suitcase and a stroller just to fit into the downsized car. Later, we found out from locals that snow chains can be used on larger vehicles like the Staria—meaning we were misinformed by Apex and forced into an unnecessary and costly downgrade.

To make things worse, despite multiple emails and a promise to respond within 3 business days, Apex has completely ignored our refund request for the difference in rental charges. It’s been over two weeks with no reply.

This experience has been frustrating, unprofessional, and extremely disappointing. I would strongly caution others to think twice before booking with Apex, especially if you are traveling with family or planning mountain drives.