Drove 500 kilometers in three days

Even though I had pre-paid in full online while in China, upon picking up the car at the Sheraton Hotel at Heathrow Airport, I was suddenly asked to pay an additional £1,200 or I would not be allowed to take the car. After lengthy negotiations proved futile and urgently needing the car, I had to reluctantly pay despite knowing it was likely a scam. I had clearly rented an MPV but was given a Mitsubishi SUV instead, which was handed over after a cursory wash resulting in a long wait time. Upon returning the car, despite no accidents or collisions, I was accused of causing scratches and a loose left front wheel cover. Only after arguing did a white woman employee skillfully kick the cover back into place, suggesting everyone at the company knew it wasn't my fault. Nonetheless, I was charged £250 for the scratch! I rented the car for a week in early August and by National Day still hadn't seen the £1,000 refunded to my card even after deducting the £250. Where did the money go? Even if Zuzuche.com didn't take the money directly, you facilitated this transaction. Who's handling this matter? The staff at the airport branch, mainly from the Middle East, were extremely rude. I will never rent from them again and will advise everyone to avoid them. I urge Zuzuche to seriously investigate this issue, or I will document and share this experience with everyone.

I like that they excepted my annual rental car insurance plan without guestion and without trying to sell me more!

Staff was friendly.

Food value for car rented.

They did not provide the same model as we booked, the car is small and not space after put all baggage, the child car seat is dirty and poor. They just said NO car, if we don't like we should ask Easyrentcars.

The car was good but unacceptable wait at collection of nearly 2 hours. This was the case for lots of other customers too.