This was the worst car rental experience ever. I paid in full, but because I arrived an hour and 40 minutes late, I couldn't pick up the car (although there was indeed a delay note in the order that I didn't read carefully at the time, but considering it was an international flight, immigration, and our luggage was damaged, being slightly late is quite normal. I've rented cars abroad many times; are New Zealand and Australia less developed than Italy? Is it only Italians who are punctual? I've never had this situation before. The most important thing is that the rental company initially said I was late by two hours and my order was canceled; when I argued that it wasn't two hours and I had been waiting in line for over ten minutes, they quickly changed their story to say it was between one to two hours). Even after coordination from the platform, I could only pick up the car the next morning, meaning I lost a day's use of the car, and the cost of taking six people back and forth to the airport had to be covered by myself.
When picking up the car, I had to wait for three hours as there were no cars available initially, but they eventually provided an upgraded model. The staff was very thorough and advised taking photos of even the minor scratches during the inspection. This is important as the person inspecting the car upon return might be different, and having evidence makes explanations easier. Overall, the car's condition was very good!
The overall service was acceptable, but they kept emphasizing that the insurance bought through the Zuzuche platform was not related to them, and continuously recommended us to purchase their own insurance on-site. We refused multiple times, yet they kept explaining persistently. We rented two cars, and for the first car, we ended up buying the full coverage insurance they recommended for €184, after which they finally continued the process. The more I thought about it, the more it felt wrong, because we had already purchased full coverage. So, I contacted Zuzuche's customer service, which was great—available 24/7—and they informed me that we could refuse their insurance. For the second car, we firmly rejected their insurance, and the deposit changed from €100 to €800, and the process was completed.
Arrived at the counter at 8 AM, but was forced to wait until 11:30 AM to get a severely damaged van that could barely run. Finally left the lot at noon.
Terrible experience. They inspected the car with a magnifying glass, charged 100 euros for a small scratch, 300 euros for a dent, and 50 euros for being slightly low on fuel. In the end, they charged 550 euros. The worst part is that the damage was not caused by the renter, and it was hard to see anything when picking up the car in the dark.
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