First, during car pick-up, the time was very tight and customers were not given enough time to inspect the car's condition, including any pre-existing exterior damage.
Second, during car return, they inspect the car with an overly critical attitude, even penalizing for tiny scratches less than a centimeter long.
Third, during car return, the company does not accept photos taken at the time of pick-up as evidence of existing damage, which is clearly unfair.
Fourth, the company has a bizarre and unreasonable policy: the inspection done in the presence of the customer during return is not final; it gets re-inspected after cleaning, and that is considered the final judgment.
I didn’t rate it one star but gave it two stars because their service attitude is still somewhat acceptable and there is room for negotiation.
Renting a car is convenient, right outside the airport. This time, I rented for 18 days and could drive in Bosnia and Herzegovina, Albania, and North Macedonia.
Overall, it was pretty good. The attitude was very nice, and there was no hard selling. We added an additional driver ourselves, and the extra cost was about 300 units.
The staff at the outdoor pick-up location seemed a bit inattentive. During my first pick-up, they forgot to give me the vehicle registration. When I returned to the airport, they claimed I lost it and asked me to pay a 186 euro fee for the loss. As it was impossible to determine who was at fault, I had to pay the fee. They then gave me a replacement car and claimed they had already given me the keys, but later I found out the keys were still with the same staff member. Overall, the staff at the pick-up location were subpar, making it an unpleasant car rental experience.
The car was not thoroughly inspected during pick-up, just a brief introduction. However, during drop-off, the inspection took nearly an hour with every inch of the car being checked meticulously. Shouldn't the inspection process be consistent for both pick-up and drop-off to be fair?
The rental company staff did not follow the proper procedures and deducted over 1000 RMB from us without sufficient evidence. The communication and coordination by the rental platform were clearly inadequate, and we did not receive any of the requested photos from the rental company. The final result was unsatisfactory and frustrating. Lesson learned: Make sure the rental company follows procedures and take plenty of photos as evidence before renting.
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