Hawk Kuantan Airport Review: Pickup/Drop-off Excellent, Cleanliness Excellent, Customer Service Exc......

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Boyce Sharp

Malaysia

Reviewed: Sun, Apr 28, 2019

About Hawk: 2.0 /10

I am very dissatisfied with the HAWK in Kuantan and the customer service at Zuzuche. Firstly, the staff claimed that the car was new, but it turned out to be the oldest car we've ever rented, with over 120,000 kilometers and severely worn-out tires! Secondly, the staff did not check the essential tools in the car. We found out there was no jack and no fire extinguisher. The staff said the store didn’t have any and told us to call them if there were any issues. This is ridiculous! We planned to drive through mountainous areas on Highway 4 to the Thai border. What if we had a flat tire? There are wild animals in that area, and with the worn-out tires, it could easily happen. How could they be so nonchalant? Thirdly, when we called Zuzuche customer service, they said that the agreement might not have included a jack and a fire extinguisher! Are you kidding? In China, you can't drive without them. Does this have to be explicitly stated in the agreement? Why is there no option to select these essentials? Is the customer service even professional? We requested a car replacement, but the staff said there were no cars available, implying that we could either take the risk or it was our responsibility. Eventually, after calling our Malaysian friends to argue on our behalf, the shop agreed to temporarily buy us a jack and provide a fire extinguisher. But our pickup time was delayed from 10:30 AM to 12 PM, meaning we arrived in Kota Bharu after dark. Fourthly, the car's trunk lid had issues. Sometimes it wouldn’t close, and sometimes it would fall on its own, injuring my husband's head. Fifthly, the fuel gauge read 7/8 but it was actually 3/4. After driving less than 200 meters, the fuel needle dropped. Very dishonest business. Finally, seeing our frustration, they agreed to let us swap cars at the Kota Bharu Airport store, but we had to go there ourselves. We have never encountered such a business before. We are also very dissatisfied with the way Zuzuche customer service handled this situation.

1 days rental

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