The entire process was very smooth. The car was new and clean, and returning it was extremely convenient, located right by the parking building next to the airport. Since it was fully insured, I simply left the car and walked away without any complicated procedures. After returning, there were no surprise charges like traffic violations.
When we picked up the car, they just gave us the key. It was a small Mitsubishi with some scratches. They said photos of the car had been sent to our email. Upon inspection, the exterior seemed fine. We rented the car for 8 days but only used it for 5. On February 16, we drove from Melbourne along the Great Ocean Road to Port Campbell. On February 18, while returning and stopping at a gas station in Colac, we noticed part of the left rear wheel cap had come off. Despite multiple attempts, we couldn't reattach it. Further inspection showed it was unsafe to drive at high speeds with it partially detached, so we put it in the trunk. The wheel cap was made of plastic and clipped onto the tire with no screws, and part of the clips were already broken. We had only driven about 400km on the Great Ocean Road, the roads were in good condition, and we didn’t have any collisions or accidents. We believe the wheel cap was already damaged when we picked up the car but it was not visible. After contacting customer service at Zuzuche, they advised us to visit a nearby Avis or Budget location for an inspection. At a Budget location 7km away, we were told the car was safe to drive without the wheel cap. On returning the car on the 20th, the staff immediately blamed us for the damage. After remote communication with Zuzuche, we filled out a form explaining the situation as their customer service suggested.
Before picking up the car, they didn’t ask customers to check the vehicle condition but required a signature for confirmation and pushed extra insurance. When returning the car, they claimed there were scratches and forcibly charged us.
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