Customer service needs to improve in assisting customers with negotiations with foreign companies.

An ABC said we arrived late and claimed our reserved model was unavailable. They wanted to charge us an extra 150 euros for an upgrade. Our English is poor, so we asked if they could speak Chinese. They said they couldn't, even though they were clearly communicating with peers in Chinese. In the end, we still got a Touran. We requested a receipt, but they said they couldn't provide one. Since we were in a rush to another city, we had no choice but to pay and take the car. It was a very unpleasant experience. PS: The store is on the second floor of the central train station, not too hard to find, but the pickup point takes some time.

The car was good. The guy who handled the return was very nice.

Detailed explanations

The drop off email could describe more specific . No postal code. And the first instruction about the drop off location is wrong. The way to return the car is different between the real way. The letter says “put the key to the key box of the branch in the Frankfurt station”. Instead I return the key to the staff on the parking lot.

Thanks for your assistant on line.That’s really helpful on time to deal with all of my questions about the rent car.