I took a number, but when it was my turn, they skipped me. Unbelievable...

Scam

I have rented cars in Germany twice. The first time I rented an Audi A4 estate, but since they didn't have it, they upgraded me to a Volvo XC60, which was okay. This time I booked a Mercedes E-class estate, and again, they didn't have it, so they upgraded me to a Volvo XC60. Initially, I was a bit upset, but I found the XC60's noise insulation to be much better than the E-class estate I rented in the UK, and it had more space. The interior quality is much lower, and the driving feel of the Mercedes is definitely a class above Volvo.

Hertz at Munich Airport has many customers picking up cars, but the staff is very friendly and does not aggressively upsell. They upgraded us for free to a Volvo XC90 diesel, which has plenty of space. If you only have two pieces of luggage, it can seat seven people. It comes with a built-in navigation system with both Chinese and English subtitles; the English version is more accurate and has a wider search range. The car was brand new with excellent performance, providing a superb driving experience.

It wasn't hard to find the HERTZ counter at Munich Airport, and there weren't many customers at that time. The staff's service was attentive. However, we were surprised to find a spending trap set by HERTZ staff in Munich: On May 20th, we prepaid over a month in advance for 12 days of rental and super insurance through Zuzuche. To be extra cautious, we also bought 13 days of coverage from Worldwide Insure that included Deluxe EXCESS (covering road assistance, tires, glass, roof, and chassis). We arrived in Munich on the morning of July 6, went to the counter to handle the formalities, and provided the rental contract, pickup voucher, driver’s ID, notarized documents, and even the Worldwide Insure email confirmation and insurance policy to the staff. The service agent did not ask if we needed additional insurance. He ultimately gave us a credit card receipt totaling €641. We were unclear about the charges but asked the staff who said it was a pre-authorization and would be refunded later. So, we signed and picked up the car. After returning to our home country, we waited for the refund. Following several emails and phone negotiations, we found out the forced charges on the receipt included: 1) Estimate of charges includes Unlimited Kilometres €134.50; 2) PERS Glass & Tyre €117.00, plus a tax of €48.75, totaling €305.35. HERTZ refunded us €50 and then ignored us. The HERTZ store at Munich Airport definitely deserves a poor rating. HERTZ staff did not ask if we needed to purchase the insurance and took advantage of us not having the time to scrutinize the receipt, causing us unnecessary loss. This is a serious act of deception.