They said my driver's license translation was expired and refused to rent the car unless I paid extra. It wasn't really about the license; they were just looking for ways to charge more.
This is a dishonest company that sets traps throughout the process to make you fall into them. Fortunately, I bought full insurance from Zuzuche, so I wasn't worried, but it was still bothersome dealing with these people. They will tirelessly pitch their insurance to you and often use phrases like 'the police will do this or that' to scare you. If you don't buy their insurance, they will charge a 1200 Euro deposit on your card as a 'purchase' rather than a 'pre-authorization'. We recorded the entire car pickup process, but at return, they still tried to make us sign a damage report for an old scratch the size of a fingernail on the wheel hub. We argued for an hour and refused to sign, finally achieving justice. Even so, the deposit was not refunded until two months later after communication through Zuzuche's customer service. Although we did not incur any losses, we were very disappointed with how Italians treat tourists. We will be more cautious next time we visit.
There was no service, the rental staff kept pressuring me to buy insurance. I told them I already bought it, but they said they couldn't see it in the system. One male employee even yelled at me, asking why I didn't trust him and instead asked the passenger next to me. It was ridiculous, their attitude was horrible. After a while of confrontation, his attitude finally changed. There were clearly Jeep cars in the store, but they gave me a Suzuki and said it was similar. Truly speechless.
The car rental company had many customers, which resulted in a long wait of an hour and a half to pick up the car. I was forced to purchase an 88 Euro insurance as the staff did not recognize the insurance bought on Zuzuche.
This has been the worst car rental experience I have had in the past ten years abroad!
1. The store was hard to find. The actual brand and logo of the store were completely different from what was shown on the platform! It took me half an hour just to locate it!
2. The staff were extremely inefficient! An Italian customer ahead of me said he had been waiting for an hour and a half and still hadn't been served, while there were only two groups of customers being attended to by the three staff members. The employees were chatting and fooling around while customers were left waiting. I can understand a certain level of laid-back attitude in Italy, but this was my fourth time in Italy, and this was the first time I'd seen such behavior! I also waited about an hour and a half to get my car!
3. The staff had bad attitudes, poor English, and were very rude. Because I refused to buy their insurance, they deliberately gave me a large car instead of the A1-level car I booked, and I believe it was an act of racial discrimination. All the other white customers got smaller cars. They know the roads in Sicily are narrow, making large cars difficult to drive. To make it worse, they didn't accompany me to inspect the car while they did so for other customers.
4. When I saw other white customers, the staff would accompany them to pick up the car and point out any damages. When it was my turn, they just handed me the keys and told me where the parking lot was. Even after me, customers were being accompanied, but for some reason, I was skipped.
5. The absolute worst part! Because I didn't buy their insurance, they charged me a 1200 Euro deposit. I picked up the car on April 11 and returned it on April 17. On April 13, I noticed the transaction was already processed, not just pre-authorized! I contacted the platform's customer service immediately, and they said the deposit would be refunded after the car was returned. When I contacted them again on April 16, the rental company claimed they had already refunded the deposit on April 16, a day before I returned the car, which is impossible! On April 17, when I returned the car, the staff said there were no issues and that the deposit would be refunded in 2-3 days. As of today, April 28, I still haven't received my deposit. Despite multiple contacts with customer service, the rental company now insists it was a pre-authorization, not a charge. Even with my bank statement showing the amount has been debited, they refuse to acknowledge it! This is outrageous and dishonest. If it was a pre-authorization, they should be able to cancel it, but they cannot because the transaction was an actual charge. This has been going on for half a month! Does this scammy rental company intend to steal my 1200 Euros??!! I reserve the right to expose this in the media, file a complaint, and report to the authorities!
This car rental company is notorious for fraud and is highly unreliable. The Google rating is less than 2 stars. Strongly recommend that Zuzuche remove this company. Specific issues include:
- Push for overpriced insurance: They highly emphasize scenarios with high compensation to sell a €150 insurance policy. Upon refusal, they appear to take a vengeful stance.
- Extremely slow pickup process: They questioned the translated document provided by Zuzuche. Later, I saw on Google reviews that this company tends to use document doubts to increase fees.
- Malicious damage claims: The vehicle damage report was very vague and missed many parts, with no photos taken. After inspecting thoroughly, they reluctantly added details. At return, they scrutinized the car with a magnifying glass and claimed small white spots on the glass were my fault, demanding a glass replacement and charging €1100. Their attitude was extremely arrogant during communication.
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