1. As of today, August 23, 2017, it has been 30 days since I returned from Australia and I still haven't received my deposit back!
2. I was charged 50 AUD for a late return until 8:00 PM. We arrived at the designated drop-off location at 6:40 PM, but no one was there until 8:10 PM. The office was closed and we tried calling the contact number for over an hour with no response. In the end, we had no choice but to ask Zuzuche to contact Hertz (found out online that the company is a subsidiary of Hertz) to change the return location to the airport Hertz office. We almost missed our flight!
Our flight was delayed, and we arrived in Melbourne at 5:10 PM. When I called the customer service center, they said there would be no service after 5 PM and I had to take a taxi to their office. When I arrived at their office, everyone had left, and I couldn't pick up the car! I spent $37 AUD from the airport to their office.
In the end, I had to go back to the airport and rent another car from a different rental company. This company is terrible! They have no sense of customer service!
Waited a long time with no one available to handle the return process. During the return, no one confirmed the return details; I was only brusquely told it was done, and they ignored me afterwards. After returning the car, I waited nearly 20 minutes without any shuttle to the airport. This made me rush through everything at the airport. Very poor service. Worst part: after returning the car without confirmation, I was charged multiple fees, not knowing what they were for. Very poor service.
Like: Car was up to expectations and the lady served me was very friendly and helpful, knew what she was doing as well.
I wish i could remember her name to mention it in the feedback Dislike: Nothing
The customer service phone line is practically unreachable. For renters, being unable to contact customer service while away from home can cause serious issues. This is absolutely unacceptable.
Arrived at Melbourne airport at 5 PM, but the company was already closed. No one answered the company's phone or mobile phone. Booked for five days, but the entire order was canceled with no refund or explanation because the flight was delayed and I picked up the car late.
It is a bit far from the airport. They use another company's shuttle bus to pick up and drop off customers. The shuttle is a brown minibus with a logo resembling a small squirrel. The car models they lend are relatively old, and most of the cars on the road in Australia are Japanese brands. The service terms are explained fairly clearly.
Everything went smoothly. Adding an extra driver costs 15 AUD. They usually recommend insurance and toll road tokens. If you use navigation to avoid toll roads, you won't need to spend extra on that. My biggest tip is to book the standard order on QEEQ without customization to save money.
I was not satisfied with the return experience. Before returning the car, I filled up the tank at the petrol station. Since I drove only a short distance to the store, it should not have consumed much fuel, and the fuel gauge should still be full. However, the car I used that day might have had a faulty fuel gauge, showing a one-third fuel usage for just a few kilometers of driving. The store charged me an additional 50 AUD plus the actual fuel used, totaling 54 AUD (i.e., 50 AUD service fee and 4 AUD for fuel). I find this unreasonable. As a frequent customer (you can check my rental history), I always refuel at the same station before returning the car. This time was no different, and I proactively informed the inspector about the fuel gauge issue. Despite this, the inspector noticed that the gauge showed one-third fuel used and still insisted that I pay the 50 AUD service fee and the fuel cost. I wonder why they didn't check the fuel gauge issue first after I reported it and then proceed according to the contract terms for an empty gauge.
The location is a bit far from the airport, making car pickup inconvenient. Refueling during return is also troublesome; if the tank is not full, they charge double. The vehicles are relatively old and need alignment. However, the overall service is good.
I found the car pickup location near the airport and the return location in the city through the Zuzuche website and spent nearly an hour researching before confirming the company and car model. However, when I returned the car, they said there was no downtown location. In the end, I had to ask a friend to drive to the airport to return the car for me, and he had to take a taxi back himself. All this stress almost ruined my next day's schedule. The Zuzuche app also showed that the pickup was at the airport and the return was in the city, but both addresses were actually at the airport. I am absolutely certain that I chose the downtown QV area store! I needed to be in that area because I had a trip planned on the Great Ocean Road the next day. Don't shift the blame to the customer! This is unacceptable!
Pretty good. I returned the car a bit late, and the ACE office was closed. I had to park the car in the garage and have a friend return the keys the next day. So far, no extra charges.
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