Satisfactory

Poor vehicle maintenance and limited options, slow to respond to issues.

Very disappointing experience. The counter staff spoke non-stop in heavily accented English, upselling roadside assistance and zero deductible additional insurance. I had already booked zero deductible insurance online but thought they were just explaining it again. I was wrong. After about half an hour of explanations, I was given a rental agreement in German and told where to sign. I signed, and the amount charged was what I had expected to pay at the counter, so I didn't think much of it. An hour later, I received a message notifying me of another charge. I assumed this was a precautionary hold in case of late return, so I ignored it. After my trip, I inquired again at the rental company and was given a convoluted explanation in accented English. It turned out the extra charge was for roadside assistance and zero deductible additional insurance, which were added without my consent. Due to a tight schedule, I didn't argue further, but the extra charges for just eleven days were nearly the same as my rental fee. I was shocked and angry. Upon returning home, I contacted the customer service at Zuzuche multiple times. Each time, they were polite but unhelpful. Ultimately, Sunny from Zuzuche customer service just apologized again without offering a real solution, citing various online terms implying it was my misunderstanding. While I may have struggled with their accented English, as an agent, Zuzuche should have communicated clearly and regulated the rental company's behavior. Instead, they just took their commission and left me to deal with it. I'm extremely dissatisfied as a four-star customer. This experience has been very disappointing and unsatisfactory. Poor rating! To all fellow travel enthusiasts, the rental company was Enterprise, and the customer service rep was Sunny. I hesitated to name them but felt it necessary so Zuzuche addresses such issues seriously rather than dismissing customers.

Strong push for insurance

Counter staff was exceptional. Car was great condition. The only way I could improve the situation is to have clear signs pointing to the parking location from the counter.