I returned the car one hour later than the time on my order, and the rental company charged me 532 yuan and an additional two days of rent. Earlier, I called the car rental customer service to ask for a delayed return, and they told me to contact the store. I rented the car from you, what are you doing? Nobody answered the phone at the store, which was very inconvenient. It was really terrible.
1. Upon arrival, the procedure was handled by an Indian staff member. I had booked a Ford Focus because I needed the CarPlay feature for navigation due to the fast driving culture in the U.S. However, I was informed that the Ford Focus did not have CarPlay, and upgrading to a Malibu for 2 days would cost $43.8 (as shown in the attached bill). Later, I found out online that the Ford Focus indeed supports CarPlay. Is this deceitful practice?
2. On the same day, I picked up the car 2 hours earlier than scheduled and confirmed with the on-site staff that there would be no additional fee. I also returned the car early. However, after returning the car, $128.98 was charged to my credit card (as shown in the attached image). Upon calling the rental platform, I was informed that the charge included 3 days of car upgrade fees for CarPlay and 1 extra day of rental cost due to early pickup. In fact, the on-site staff had confirmed that there would be no extra cost for early pickup.
Furthermore, the upgrade fee shown on the final bill was $60, which doesn't match the $43.8 upgrade fee given by the car rental company. Despite prior confirmation of no additional charges, there was still a $63 extra fee added after returning the car. Even after negotiating with the rental platform, these discrepancies remain. Does this mean the rental platform and the car rental company can arbitrarily impose charges? How can consumers' rights and trust in the rental platform be safeguarded?
3. Over the years, I have rented cars through this platform dozens of times, covering destinations in Europe, the U.S., Canada, New Zealand, and others. On several occasions, I have experienced inflexible service, inefficiencies, and even errors in car pickup locations, such as being stranded at an airport until 2 a.m. due to incorrect information, causing significant delays in my itinerary.
4. After a minor scratch on the vehicle, I received intimidating emails threatening various charges. However, when I contacted the car rental company directly, they verified the insurance coverage and confirmed there was no problem.
As a major platform for overseas car rentals, this service must improve to avoid destroying its own reputation.
For travelers proficient in English, I recommend directly contacting companies like Dollar, Thrifty, or Avis to avoid unnecessary intermediaries, potential overcharges, and disputes.
Everything was smooth and straightforward, without any unpleasant experiences. Car pickup was hassle-free with no unnecessary upselling. Drop-off was quick and efficient.
About QEEQ:10.0/10
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