As it was my first time renting a car from Dollar, I didn't understand their densely packed paperwork with so many words. When renting, I repeatedly asked about the additional charges. They told me that these fees were included in the insurance I paid for and assured me there would be no extra costs. They also said the amounts listed on the document were estimates. Apart from the airport return fuel charge, which I accepted as part of the service I chose, all other fees felt like hidden charges. They weren't clearly explained and were proactively recommended, then subtly added to the bill using English to force the upsell. When returning the car, I had some time to search online and found out that the fees included insurance types I didn't need, like PAI/PEC (personal effects insurance) and PERM (roadside assistance), as well as Concession Fee Recovery, among others. I confronted the customer service staff who handled my order, but they refused to acknowledge it. When I mentioned I wanted to file a complaint, they said, 'Go ahead.' I even suggested reviewing surveillance footage, and their response was, 'Feel free.' The service experience was extremely poor, and I ended up spending several hundred RMB more than expected! This has also shaken my trust in Zuzuche. I hope Zuzuche headquarters can address this matter, considering the significant customer base they bring to partnering companies. Thank you!
The process is simple, just confirm the contract details before signing. Once you get the rental form, find the designated parking spot, the keys are in the car, and you can drive off.
They insisted on charging me a 500 cleaning fee for smoking. There was no prior communication, and the inspector just deducted the fee directly. This is very frustrating. Customer service is now involved to handle it.
The car provided was decent. The downside is that they tend to push upgraded packages, various highway fees, and premium services, trying to persuade you to purchase them.
A very poor car rental experience! There were constant upselling and model upgrades, and they charged me for the upgraded model without my confirmation. When I noticed and questioned this, they said they would refund it within two days, but it has already been four days and no refund has been made. When I firmly declined the upgrades and their additional services, they told me the car I booked was no longer available and I would need to wait one or two hours. Truly terrible service.
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