The service was good, with shuttle services to the Johor Bahru border checkpoint. Although my English isn't great, communication went smoothly. The staff proactively recommended renting an ETC card, which requires self-recharging, and the remaining balance is non-refundable. Spending RM100 on a trip to Kuala Lumpur was sufficient, and recharging is convenient as it can be done at gas stations and service areas. Many parking lots also accept ETC. Having an international VISA credit card as a backup makes things even easier. The speed limit in Malaysia is 110 km/h, but most people drive faster, usually around 120-130 km/h. Motorbikes often go even faster than cars. I didn't notice any speed cameras; it seems people rely on self-discipline. The only downside was that the car felt somewhat old, but overall, it was a pleasant car rental experience.
The staff at Johor Bahru's car rental company were warm and attentive, addressing customers' urgent needs. I originally rented the car through Ctrip, but it was never confirmed. It claimed to confirm within 12 hours, but even after 24 hours, there was no confirmation. If I canceled the order, I would have to bear the loss. I will never choose Ctrip for car rentals again.
The booking was for a 2023 Proton Persona, but we were given an old Nissan Sunny with approximately 120,000 km on it. The front windshield had multiple cracks. We requested a replacement and were offered a Proton with a 1.2L engine, with the explanation that no other cars were available. They even claimed it was an 'upgrade.' Ultimately, we had no choice but to take it. During driving, we felt the car lacked power, and the features were very basic—only a reversing sensor, no camera. It also consumed more fuel than expected. As most of our journey was on highways, we found the fuel consumption high—roughly averaging 10L/100km (though this might not be entirely accurate as we didn’t keep detailed fuel records). Overall, the driving experience was very poor. Additionally, the pickup location was not the actual rental store. It mentioned in the pickup instructions that it was a branch, but this information was not clear. We first arrived at the main rental store by taxi, only to be redirected by our taxi driver to the actual pickup location after contacting them. Lastly, they claimed to provide Chinese-language service, but there was none in reality.
When the vehicle was towed away for illegal parking, the rental company blatantly stated that any issues should be handled by the user, and the company would absolutely not engage with government agencies. As a user, I understand that I must bear the financial consequences of illegal parking, but I, as a foreigner, cannot be more familiar with the procedures and government offices than the local rental company. The rental company, besides collecting fees, has an obligation to assist foreign users in resolving issues with government agencies. However, they left me completely to fend for myself, showing no concern for the user's situation, nor for the company's reputation or the safety of its assets. As a long-time customer, I was not required to pay a deposit. If the rental company can shamelessly take money without providing service, there's no reason for me, as the paying customer, to show more integrity than the rental company. I could have easily walked away without incurring any costs and simply rented from another provider. During the back-and-forth between the government staff and the rental company's staff, it became evident to anyone with some life experience that the required qualification documents demanded by the government could not be provided by the rental company. This bottleneck in the car collection process, tied to proving the company's operational qualifications, explains why their staff openly admitted over the phone that they take money without resolving issues. It also explains why their prices are significantly lower than legitimate rental services at Johor Bahru Airport.
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