Overall experience was a net positive. I booked a Volkswagen Jetta or similar and received a red Dodge Hornet, which is a small SUV. Wish rental car colours didn't stick out like a sore thumb. Felt uneasy with drop-off as no one inspected the car or provided receipt of drop off. I was directed to pull up behind other rental cars and leave the keys on the dashboard. I took many pictures to ensure I have proof of drop off, including a full tank of gas. Three days later the $250 hold is still pending on my credit card.
The service was extremely poor; it's a company that scams people. Since we are not fluent in English and my child couldn't pick up the car on-site, I specifically placed the order on this Chinese platform to avoid trouble. During the car pick-up, my child communicated with the Avis staff over the phone and clearly informed them that we already had an order and did not need any additional charges, just to follow the existing order. But after the call ended, the staff, a Black man, very rudely added a $169 fuel service fee to the contract without our knowledge. After complaining, we were told that this was for a full-tank pick-up service where we didn't need to return the car with a full tank. But we didn’t need that, plus the tank was only a third full when we picked up the car, making the fee pointless. I took photos as proof. Two days after returning the car, $169.33 was charged to my credit card. Upon inquiry, I learned that this fee had been added to our contract and could not be changed. When we complained to the rental platform, they kept giving contradicting excuses—first saying we were charged for additional road service, then claiming an extra day’s rent because we picked up the car half an hour early. They were just making up stories, colluding with the car rental company to scam us. The platform made no effort to protect our interests or seek justice for us, only pushing responsibility onto others. This was a real experience: I paid $217 to rent the car through the platform, then got scammed another $169 by the rental company. The platform claims they bear no responsibility and can only communicate with the car rental company on my behalf. When I asked for proof of such communications, they had none. So it's a scam company. Who would dare book through such a platform again?
This company is terrible; it's a scam. We don't speak English well, so my child couldn't pick up the car in person. To avoid trouble, I specifically placed the order on this Chinese platform. When picking up the car, my child communicated details with the Avis staff over the phone, clearly stating that we already had an existing order and did not need to add extra charges. After hanging up, the staff, who was an African American, maliciously added a $169 fuel service fee to the contract without our knowledge. After we complained, the rental company told us it was for a full tank service where you don't have to return the car with a full tank, which we did not need. Moreover, the fuel tank was only one-third full when we picked up the car, which rendered this service fee meaningless. I took photos as proof. Two days after returning the car, I saw a charge of $169.33 on my credit card. When I inquired, I found out that this fee had indeed been added to our contract, and it couldn't be changed. After complaining to the rental platform, they alternately replied that we had added a road service fee or that we would be charged an extra day's rental for picking up the car half an hour early – complete nonsense. They colluded with the car rental company to deceive us and showed no interest in protecting customer rights or seeking justice. They kept shifting responsibility and joined forces with the car rental company. This is a real experience: I paid $217 to the rental platform, then got scammed out of $169 by the car rental company. The rental platform claimed no responsibility and said they could only communicate with the car rental company on my behalf, which I supposedly agreed to. When I asked for proof of their communication, they had none. This platform is a joint scam operation; who would dare use it next time?
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