At the location, they tried to upsell me, claiming that California roads are difficult to navigate and suggesting a safer SUV upgrade for an additional fee. Their sales pitch was hard to refuse. Then they said I could choose any car between spots 60-99. A lot of misinformation followed, and I accidentally drove off in a car someone else had reserved. I couldn't exit the parking lot after scanning the QR code and had to return the car. The entire car rental process took almost 2 hours. In the end, I decided not to go with the SUV upgrade, got a refund for the price difference, and rented the sedan from my original booking. They gave me a car that's a tier higher than what I initially booked, which was a pleasant surprise.

The paperwork process was quick, and the staff were nice. Note that the international credit card used for the vehicle deposit under the primary driver's name must match the billing address of the domestic credit card used for payment during the reservation. Even if the card has a UnionPay logo, it’s accepted. The $200 deposit was refunded to the card a month later. I wasn't satisfied with the car's condition.

The service was okay. They recommended insurance, but it wasn't mandatory and they didn't push it. There was an incident with the car, and the customer service manager was quite helpful, but I haven't received the compensation yet, so I'm unsure of the final outcome.

I reviewed the car rental notice several times, which required us to return the car with a full tank to avoid unnecessary charges. However, when the rental company authorized a pre-authorization, they charged an upfront fuel fee. Regardless of whether you return the car with a full tank or not, they will levy the prepaid fuel charge. Now, I am asking Zuzuche (the rental platform) for this money back, but they have been delaying for a month without any response. Can't Zuzuche refund me first? If the rental company doesn't refund me, will Zuzuche also not refund me?

1. No Chinese service; 2. The Black customer service agent naggingly recommended a $100+ one-time toll pass. This is a rip-off. Highways in the US are not tolled; when I took a bus from Los Angeles to San Francisco a few years back, I only paid $2.5. I rented a car to return to Los Angeles and didn't pay any tolls. This $105 card is non-refundable if not fully used, don't fall for it! 3. The airport shuttle bus service is terrible! It took me 4 minutes to return the car, and when I went out with the ticket to the airport shuttle, the first dedicated shuttle driver was rude and didn't let us board, asking us to wait for the next one. We waited almost an hour for a shuttle, which only allowed five people to board, and we had to squeeze on as our flight was about to take off. During the wait, we saw the neighboring rental company had 3-4 minute shuttle intervals, with over a dozen shuttles passing, while we had none.