Great booking and use of car. Poor experience dropping car off.
O.Jones
United States
Reviewed: Sat, Apr 20, 2019
About Dollar:7.0/10
The drop off was very bad! No signs in the car park directing. Nothing to say where to drop keys. Managed to eventually find it our selves as the phone number given was not 24/7!! Very poor ending to what otherwise would have been a good experience.
About QEEQ:10.0/10
Easy and straight forward. Only issue was not easy rent cars problem.
The queue was well-organized, and the shared service counter with Thrifty shortened waiting times. The staff had a good attitude and smiled consistently. There was no upselling.
We are immigrants from mainland China living in Vancouver. We frequently use car rental services abroad. Since we often travel between mainland China and abroad, we've had the chance to use Zuzuche services overseas as well. Generally, when selecting an economy car promoted through advertisements, if the specific model isn't available during pickup, it is usually upgraded to a higher-tier model for free. However, during our car pickup at San Francisco Airport this time, the counter staff not only took time trying to upsell FastTrack (supposedly offering access to toll roads) but also insisted our booked model was too small, asking us to pay for an upgrade to a higher-tier model. Despite arriving late at night when the queue wasn't long, the processing time at the counter was unusually lengthy, averaging over 30 minutes per customer. We later discovered that almost every customer had similar issues. When we insisted on using the economy model, they provided us with a Chevrolet Spark equivalent, which turned out to be a two-seater electric car. Given our lack of experience with electric vehicles and unfamiliarity with the city's charging stations, this posed significant issues. Despite this, the counter personnel remained adamant on providing only the electric car unless we paid for a fuel-powered car upgrade. After discussions lasting over an hour, even after Zuzuche customer service intervention, they refused to compromise and even threatened to call security. Overall, we felt the cheap advertising by car rental companies was misleading and a bait tactic to upsell upon arrival. The local Zuzuche customer support was ineffective in safeguarding customer rights and had minimal influence on Dollar Rental Car. Ultimately, we were forced to pay Dollar's demanded rates because Zuzuche's local support claimed canceling an order after the contract was issued would be overly complicated. We are deeply dissatisfied with Zuzuche's lack of influence as a third-party platform over car rental companies. Additionally, keep in mind that as US-China decoupling intensifies, domestic credit cards, especially UnionPay and magnetic stripe cards, are increasingly being rejected in the U.S.
The service staff were very inefficient, taking around half an hour per person. Initially, there was only one staff member at 9:00 AM, gradually increasing to three. I arrived at 8:30 AM but only got the car around 10:30 AM. They tried to sell me insurance, which I firmly refused. Then they pretended to give helpful advice, saying gas prices in San Francisco were cheaper than in Los Angeles and suggested returning the car with an empty tank. However, they didn't disclose the refueling fee. I ended up being charged $71, whereas refueling it myself would have cost just over $40. Ultimately, I was tricked.
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Customer Service
Great booking and use of car. Poor experience dropping car off.
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