I rented a Kia seven-seater from Alamo (Enterprise) at Sydney International Airport (Terminal 1). I found the rental counter and completed the rental process, signing many agreements (later realizing some terms shouldn't be pre-signed). I thought renting a car would be simple given my extensive driving experience in the US and Melbourne. However, upon returning the car, I was informed of a scratch on the left side. Despite being very careful and considering the other three passengers also found it strange, we all agreed there was no incident and such a scratch would have made a noticeable noise. I would like to make the following appeal: 1. The rental company did not inform or accompany us during vehicle inspection, violating our right to know the vehicle's condition. At the terminal, they had us sign all the documents in advance (it took about 5-8 minutes to find and inspect the car), without any specific details or staff accompaniment. We had to find the car and drive away on our own, and although we didn’t take photos, we were at a disadvantage, assuming a developed country would prioritize reputation. 2. During the return, the inspector also mentioned damage on the right side and to the windshield (though the windshield was intact upon rechecking, and the right-side damage wasn't ours). We felt the inspector wasn't familiar with the car's condition. This raises doubts about the scratch being our fault. 3. The inspector stated that handling the matter with him would cost 1000 AUD, but it might go up to 5000 AUD with the manager, raising concerns of extortion and discrimination. All present can testify to this. 4. At the international terminal counter, the manager knew nothing of the situation and called in the inspector, who then froze an additional 5000 AUD on my credit card. Feeling coerced and with an international flight imminent, we had no choice but to comply. Later, as we reached the departure level, the inspector demanded more signatures, which I signed with 'Disagree.' The experience was worse than in the US, Japan, or New Zealand, severely impacting our dignity. In summary, the rental company was unprofessional, their service was lacking: asking us to sign agreements in advance, violating our right to know the vehicle's condition, showing disrespect, and potentially involving extortion. We are not unwilling to pay but demand clear and honest transactions. Lastly, I affirm that the vehicle had no incidents during my rental period.
The car damage policy is a ripped off. The counter staff told me any damage larger than a 50cents coin regardless of fault, I have to pay A$4400. This is utterly unfair and the costs of repair may be much less than that but still I have to pay that amount. The staff told me this is how it is. I had no choice by to buy the comprehensive insurance which is almost equivalent to my car rental price.
The counter staff directed me to pick up the car at the parking lot to meet the person checking the car. She didn't call and end up no one is at the parking lot and we have waited 15 minutes and walk all the way back to the counter and she did checking herself finally.
About QEEQ:8.0/10
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