Fantastic service

When picking up the car, the staff insisted that we buy insurance, despite us having full coverage purchased through a domestic rental platform. We didn't buy additional insurance from them. During the car inspection, the staff mentioned that scratches on items like the spoiler were not an issue and assured us of no worries, so we didn't take photos. However, upon returning the car, they claimed we had scratched the left side mirror and the tire, insisting the tire was new and required a complete replacement. She demanded £500 for repairs, with a potential partial refund after the repair but mentioned the process could take 1-2 months with email communication only. My objections were dismissed, and I was told this was the only way to proceed with the return, with a very firm attitude. The said damages were barely visible unless up close. Throughout my drive, I’m certain there were no scrapes, so I am very displeased that these damages were attributed to me. Despite having full coverage insurance, the rental company's actions left me feeling helpless and very unhappy. The attached photos show the claimed damages needing repair with a £500 charge, which is unbelievable, especially since the tire clearly shows wear and is obviously not new.

The process is simple, returning the car is convenient, and there's a free shuttle bus to the terminal.

An additional deposit of 200 pounds was requested at pickup, which required lengthy communication with Zuzuche and Enterprise to clarify. The car's navigation system was slightly delayed and not very responsive. The fuel level was only enough for 80 miles at pickup, necessitating a refuel. Returning the car with a similar fuel level was required, which was quite unreasonable. The traffic violation notice was forwarded to Zuzuche 15 days after the incident, and it was not the original fine ticket, lacking specific penalty amounts and payment instructions. It took three days to receive a response after emailing, almost missing the 21-day payment deadline. They also charge 35 pounds per ticket for handling violation notices and claim it's to maintain a team for this due to the high volume of notices.

Free shuttle to the store

The service standard for guests who did not book directly on their website was not the same as for other guests. We booked two 7-seater SUVs, but the receptionist could only provide one at pickup. When we pointed out that there were actual 7-seater cars available, the receptionist said these were for other guests. What? What about our reservation? Aren't we guests too? No solution was offered in the end, and we had to take a 6-seater and manage the issue of insufficient trunk space ourselves. Additionally, when we noticed scratches on the car at pickup, the staff casually said it didn't need to be recorded. After we insisted on taking photos and making a record, the staff and their supervisor had a very poor attitude. The entire pickup process took over two hours and was extremely frustrating.