My friend recommended us to use ZuzuCar. On April 20th, we rented a car after my friend advised against purchasing insurance and told us to record videos of the car during pickup. At the car pickup, we filmed all the scratches and the car body. We booked the car online and picked it up at Alicante Airport. The staff told us to buy insurance, but we declined. The rental was very cheap, costing only 757 RMB from April 20th to May 3rd. We understood they were pushing insurance to make money, as the insurance would cost 378 euros. We insisted on not buying it. However, the staff said that if there were scratches over 5 cm, we'd have to pay 1350 euros. At that point, I was tempted to buy, but my friend insisted it wasn’t necessary, so we ended up not purchasing insurance. Another issue arose because I didn’t have the physical copy of my driver’s license. I only had a notarized and Hague-certified copy, which they refused. Later, my husband used the international driving license translation service from Alipay, and the staff accepted it. However, they insisted on adding a second driver fee for 130 euros, making my husband the second driver; otherwise, we couldn't proceed. We agreed immediately, as we just wanted to get the car. Finally, we successfully picked up the car. During the rental period, I didn’t dare drive out of fear since we didn’t buy insurance. My husband was cautious with parking and driving, and there were no issues. Eventually, the return process went smoothly. We returned the car at 7 a.m. on May 3rd, cleaned thoroughly, without a single scratch or dent. The staff inspected the car with a flashlight on her phone, checking every detail. All the scratches she pointed out were already documented in my photos, and she confirmed everything as okay. After a 10-minute inspection, she gave me a thumbs-up and said I was good to go. I asked whether I needed to sign anything to confirm, but she said no and that I could leave. I also asked when the deposit would be refunded, and she said it would take 7-10 business days, or possibly sooner. The deposit was the 1350 euros frozen due to not purchasing insurance. However, the next day, I received an email stating they would deduct 100 euros. I was stunned. Everything had been confirmed as okay, so why was I being charged? I quickly contacted customer service via the ZuzuCar app. Due to the time difference, we exchanged emails over a few days. They claimed there were scratches on the wheels and wanted me to pay 100 euros. I couldn’t believe it—who thinks about photographing the wheels during pickup? It felt absurd! I responded via email, refusing to agree. Eventually, ZuzuCar negotiated with them, refunded me 30 euros, and offered a 200 RMB coupon. After several days of back-and-forth, I decided to drop the issue. For future rentals, make sure to take thorough photos and videos during pickup, and record the entire return process too.
About QEEQ:10.0/10
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