We had clearly informed the rental company that we didn't need their additional insurance. Despite our knowledge, they inexplicably charged us over 100 pounds for insurance. During the pickup process, they indicated that we should pay extra to upgrade the car. We had booked a Mercedes C-Class, but when they learned we didn't want an upgrade, they gave us a Mercedes A-Class, causing a series of changes to our plans. Thankfully, the customer service at Zuche stepped in in time to prevent further losses. Overall, we're very disappointed with this rental company.
Scheduled pickup time was 9:00 AM, but no car was available when we arrived. After nearly an hour of coordination, they asked us to go to the train station to get the car (returning the car still had to be done at the originally agreed location). We then waited for almost another half hour.
Finally, a black Santa Fe arrived, but it was already very rushed, and the lighting in the underground parking lot was dim. We noticed the rear bumper was visibly damaged.
The next day, when returning the car, the staff had a tough attitude, claiming there was a barely noticeable dent of about 4 cm in diameter on the front of the hood. It was so unfair. Despite all our explanations, the deposit (£250) might be used entirely for compensation, and insurance couldn't cover this (even though we had full coverage).
Terrible service!
Had a dead battery in vehicle shortly before heading back to drop off. Staff were very helpful in arranging a taxi and alternative arrangements.
About QEEQ:9.0/10
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