The process of picking up and returning the car was quite smart. The biggest issue is the lack of transparency in charges and non-standard procedures, which harm consumer rights. We initially completed and paid for our order on the app, where the terms were clearly readable. However, at the store, being unfamiliar with the area, we wanted three drivers to be able to drive the car. The staff registered the documents of the additional two drivers and charged our credit card a pre-authorization fee, claiming it was to cover potential damages or violations. After returning to our home country, we discovered that Rent-a-Car charged us an additional fee of about 200 euros (approximately 1500 RMB) for the extra drivers. (1) At the time of pickup, the staff did not inform us that adding drivers would incur a fee, nor the standard rates. (2) The rental contract was sent to our email simultaneously as we picked up the car, leaving no time to read or consider it beforehand. By the time we had questions, it was too late. (3) The entire process fails to protect consumer rights properly; the correct sequence should be informing consumers of the charges, providing the contract, and allowing time to review and agree before any charges. Instead, information is not proactively provided, and consumers only learn about the charges afterward.
Very long time to pickup the car. The first car they gave me had a problem with the touch screen so I changed it immediately but the second one they gave me was not automatic so I had to change again and in the end they gave me a big Renault Scenic which was really not the model I was expecting, really too big for the need I had, not convenient on small road and small parking etc. The process took more than 1 hour
About QEEQ:10.0/10
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