Reasons for not giving a high score for car pickup: 1. The store staff were not skilled and needed to call for guidance at almost every step. 2. In addition to freezing the specified amount on the credit card as a deposit, another 33 euros were charged without clear explanation. 3. The fuel tank was almost empty when picking up the car, requiring immediate refueling even though it was nighttime. 4. When leaving the parking lot, we were unexpectedly charged an additional 35 dirhams. Points 2, 3, and 4 are issues we have never encountered in years of international self-driving travel.
The staff at the Casablanca airport rental car location were very unprofessional. During the car pickup process, they were extremely slow, even with several customers waiting in line. They couldn't process my credit card and didn't check their POS machine or acquiring bank. They just asked me to verify my card. After I confirmed that my card was fine, they said there was nothing they could do. I had to ask the rental platform for help, and only after they called the rental company's upper management did the staff start taking action. It turned out that the issue was with the bank's authorization settings on the POS machine. What should have been a 20-minute process took two and a half hours, severely affecting my schedule. By the time I reached my hotel in Marrakech, it was already night. The rental company's service was incredibly arrogant and their professionalism was abysmal. Moreover, the staff spoke very little English. How can the rental platform partner with such a company?
Attached are the vehicle order and credit card transaction records. The rental company didn't give me the final payment receipt (nor did they charge a deposit). The rental agent didn't speak any English and tried to overcharge me. They didn't have the car ready and had to contact someone to bring a car, which shouldn't have been rented out. They kept me waiting for two hours, and to avoid delaying my schedule, I had to take it. This ruined the entire trip with constant worry.
They refused to give me the car pretexting that my credit card is not working, although I have an international credit card with a limit higher than $10,000. Over the past years I rented a car many time and this was the first time I have been refused a car. You should seriously filter your partners as I am suspecting your partner of wrong doing. I am wondering how much cancellation you guys got from this partner. I managed to book another car from one of your partner’s competitors and surprisingly my credit card worked perfectly as you can see on the attached pictures. I already opened a case for that.
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