Very good, very patient!

This car rental experience was extremely poor, like a nightmare! I booked a Volvo XC60 SUV and arrived at the rental office early to pick up the car. First, they tried to sell us insurance, which we declined. Then, they gave us a sedan, claiming it was a similar model. We insisted that we had booked an SUV, and reluctantly, the staff brought out a Mercedes GLB. The appropriate counterpart to the Volvo XC60 SUV should be a Mercedes GLC, but the GLB is obviously not in the same category. The staff member said there were no other cars available. The signal reception at the pickup location was very poor, so we were unable to contact anyone. With all our luggage, we had no choice but to take the GLB and leave. Upon reaching the surface, we contacted the rental platform, Zuzuche, which promised to help arrange for a car swap in the next city. However, upon reaching the next city, despite Zuzuche's website showing availability of a Volvo XC60, they claimed there were none. I rented the car for 17 days and traveled through more than 10 cities but never got a replacement. Upon returning, I contacted Zuzuche's customer service, and they had the audacity to say that the Mercedes GLB and Volvo XC60 are in the same category. The industry consensus is that Audi Q5, Mercedes GLC, and Volvo XC60 are similar models. Zuzuche, however, stubbornly insisted that their rental office has the final say on what constitutes a similar model. Unbelievable! A clear case of big company bullying!

Very satisfied. Everything is paperless with iPads for pick-up and drop-off. In case of an accident, QEEQ needs to contact the car rental company for documents for domestic claims.

The pickup process was smooth, and the staff thoroughly explained the insurance coverage.

My husband and I both had our driver’s licenses translated. The service staff only filled in my information and then insisted that we buy more insurance. We said we already had insurance but she claimed that only I could drive the car. If my husband wanted to drive, we would need to pay an additional £50 per day. After we got in the car, she kept warning us that if my husband drove, we would be fined £1000. Eventually, my husband went back to the office and another staff member clarified that we just needed to add his license information. It was frustrating!