Very Unprofessional

Unfortunately, our car window was shattered by thieves in Manchester. The London customer service of ZUZUCAR suggested driving to the airport branch to exchange the car, which would be faster than waiting for roadside assistance. Due to time constraints, we reported the incident and drove to Easirent’s Manchester airport branch for a car exchange. However, the branch didn’t recognize the full insurance purchased via ZUZUCAR and treated the car as uninsured, refusing to change it. Despite efforts by ZUZUCAR’s London customer service to communicate directly with the branch staff, we were advised to advance the payment for the car exchange. Reluctantly, we agreed. The branch staff considered the vehicle “very expensive with severe damage” and refused to estimate the compensation amount on the spot, insisting on evaluating the costs the next day. Since our plan was to reach Cardiff that day, we were willing to pay whatever it took to continue our journey, but the branch adamantly said no. Despite multiple contacts from ZUZUCAR to the rental company, they suggested accepting the company’s terms, preserving evidence of losses for future claims. Helplessly, we had to interrupt our trip and find an airport hotel to stay overnight. Early next morning at 8:30, we returned to the branch and were told we needed to pay £300. Given that £1250 was already on hold by the company, we asked if the deposit could cover the payment, which was affirmed, but the car exchange process dragged on. Even with ZUZUCAR’s London store assistance, there was no progress. Finally, we were forced to swipe another card for the £300 and got a smaller car by 12 PM the next day. Throughout the ordeal, the Easirent staff showed no empathy, maintained a harsh and rigid attitude, refused to take ZUZUCAR’s calls, and displayed utter indifference and rudeness without considering customer interests. Such terrible service deserves only a bad review!

Car was fantastic, as was the service. Enjoyed the friendly banter with the server.

The counter staff member was rude and offhand. I also found him to be evasive and somewhat shifty. He did not have the mini car group which I had booked- suggesting that we might wait some undetermined time for a late return or offering us a 9-seater vehicle instead. He then insisted that I was required to give a £2500 credit card deposit which he said would be held for 2 weeks- this larger deposit due to the fact it was a larger vehicle than I had booked. There was no offer of compensation for this mistake and no acknowledgement of the extra fuel that this vehicle would consume at my expense, or of the difficulties in manouvering this large vehicle in traffic, etc. Even in the light of this failure to supply the pre-booked vehicle, I felt this was an unneccessarily adversarial encounter. At the pick up point in an underground car park 3 blocks away the final check and release was conducted efficiently and courteously. This also was true for the return check and sign off as 'all fine'.

I would like to find out the complaints procedure. While the car we got was fine, we were lied to in terms of what cars were available, this kept changing, we were made to buy extra insurance on the basis of a different car being the only available one (turned out not to be true when we actually picked up the car). We booked an automatic specifically, and were told would would need to wait 6.5 hours if we wanted that. This review form didn't work the first three times I tried to submit it. Had to come back to the page multiple times.