The service was excellent. They provided a handbook to handle various situations, and email responses were very prompt. Shuttle service to the airport was arranged when returning the car. The vehicle condition was great, overall a perfect experience!
Firstly, the pick-up and drop-off instructions provided by Zuzuche have issues. For picking up the car, the procedure should be to handle the paperwork at the Naples airport desk first, then take a shuttle bus to the parking lot 4km away to collect the car. Instead, Zuzuche directed us straight to the parking lot, only for us to find out there that we needed to return to the airport for paperwork. The efficiency at the airport desk is low; the slow-moving staff took 20 minutes just to assist one person.
For dropping off the car, they provided us an address for a parking lot 800 meters from the train station. After driving there and circling around twice, we couldn’t locate anyone for the inspection. We ended up parking the car at a spot marked with Locauto signage. At this point, we encountered a young Italian man with poor English skills who told us to go to the first floor and find the parking lot manager to call the car rental company. We did find the manager, but instead of making the call, he instructed us to drop the car keys into a box set up by the rental company.
After we finally sorted things and returned to the train station, we realized that the drop-off and inspection should have been done at the station office. The Locauto staff were, however, very sincere and assured us to trust them as they would inspect the car afterwards at the parking lot.
The car pickup process was fine, and there was no forced insurance upsell. They just mentioned that if I didn’t purchase their insurance and the car got damaged, they wouldn’t provide a replacement. When returning the car, they tried to charge me a cleaning fee because the car was dirty. I agreed, as it was supposed to be 20 euros, but when paying by card, they charged me 120 euros. I immediately refused and said I’d wash the car myself. At first, they didn’t agree, claiming I had already returned the car. After some hassle, probably annoyed by my persistence, they finally let me wash the car myself. I cleaned it at a nearby gas station for just 20 euros. Local Italian rental companies are really terrible and full of tricks. Be cautious. The only advantage is that they’re cheap.
The staff at the rental desk engaged in fraudulent behavior. I had already purchased full insurance on Zuzuche when I booked, and during pickup, the AVIS staff explicitly mentioned that she could see I had insurance. After briefly discussing the car model, she had me sign on a palm-sized pad. While focusing on checking the car's condition, I didn't realize she secretly included additional charges for glass insurance, super collision damage waiver, etc., totaling 160.4 euros. Only upon returning the car and receiving the final invoice did I discover the extra charges. With the assistance of Zuzuche's customer service, negotiations with the AVIS airport office eventually led to a satisfactory outcome—waiving the unauthorized insurance charges.
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