Frankfurt-Mechelen-Munich-Berchtesgaden-Hallstatt-Innsbruck-Lucerne-Interlaken-Baden-Baden-Frankfurt

The service staff were unfriendly to Chinese customers and their English was poor. They insisted we upgrade our car and pay extra to switch from a manual Ford Focus to an automatic, adding full insurance which cost over 320 euros.

For the past few years, I have been traveling to Germany and Switzerland every January. This is my second time renting a car at Frankfurt Airport. Buchbinder is located right inside the airport, making it easy to find. The staff were very nice throughout the process. Picking up the car from the garage was convenient, and the car was new and well-equipped. Everyone was very satisfied!

Waited in line for over an hour

First, I want to thank the Zuzuche platform. Over the past few years, I have frequently used this platform to rent cars for my overseas trips. This review is about my car rental experience at Frankfurt Airport in Germany. Originally, I requested a Ford wagon considering the length of my luggage. However, after completing the procedures at Terminal 1 and heading to the underground parking, I found an Opel compact car instead. Their parking lot had many cars, including numerous Ford wagons as requested. There were no service personnel in the parking area, so I returned to the service desk to explain the situation. I insisted on the Ford wagon, but the customer service tried to increase the price. Unable to reach an agreement, I decided to cancel the rental and called Zuzuche in China. During this call, the service personnel then mentioned that a Ford wagon was available in Terminal 2. I immediately went there, completed the procedures, and found the car in the parking lot without any assistance. After inspecting the car, I noticed obvious scratches on the front and back bumpers. I took photos and went back to the service desk to report it. They said that if I provide the photos with time and location when returning the car, it would be fine. With this confirmation, I started my trip. However, during the return, they made an issue about the front scratches being recorded but not the rear ones. They asked me to send the photos to their email and noted the situation in German on the return document. After returning home, I sent the photos and details to their email. Soon after, I received a charge of 1000 Euros on my credit card, in addition to the 1000 Euro deposit taken during the rental. I felt scammed, especially considering a German rental company shouldn't rent out damaged cars, particularly when there were many other normal cars available. This happened in Frankfurt, which was very unexpected. Looking around, other rental companies had rented out most of their cars, while this company had many cars left in the garage. It clearly indicates issues with their business model. Currently, I have reported this to Zuzuche customer service, who are helping me recover the charges. I suggest not cooperating with such dishonest companies and ensuring the rights of domestic users renting cars abroad, as we trust Zuzuche to assist us when problems arise overseas.

The staff was very enthusiastic and patient in explaining. Although there was no Chinese service, the lady at the counter tried her best to explain in a way that even my poor English could understand the gist. However, I was slightly dissatisfied because the car I selected was not available, and I was given a car of a lower grade.