Picking up the car was extremely difficult. After multiple communications with the Zuzuche service specialist, who also communicated with the rental company, we couldn’t locate the shuttle bus. The service specialist suggested I take a taxi to look for the pickup point. The taxi driver drove around the airport for a long time, asking people for directions, and after much effort, we finally found the pickup location. Once there, I was told I couldn’t pick up the car because I didn’t have an international driving license. Later they said I could pick up the car but would need to pay over 200 euros because I lacked the international license. After contacting the Zuzuche service specialist again and receiving their help, I was finally able to get the car. The original plan was to pick up the car at 8 AM, but I didn’t get it until after 10 AM. It turns out this company shares the same office space with a 24-hour rental company.

This has been the worst car rental experience I have had in the past ten years abroad! 1. The store was hard to find. The actual brand and logo of the store were completely different from what was shown on the platform! It took me half an hour just to locate it! 2. The staff were extremely inefficient! An Italian customer ahead of me said he had been waiting for an hour and a half and still hadn't been served, while there were only two groups of customers being attended to by the three staff members. The employees were chatting and fooling around while customers were left waiting. I can understand a certain level of laid-back attitude in Italy, but this was my fourth time in Italy, and this was the first time I'd seen such behavior! I also waited about an hour and a half to get my car! 3. The staff had bad attitudes, poor English, and were very rude. Because I refused to buy their insurance, they deliberately gave me a large car instead of the A1-level car I booked, and I believe it was an act of racial discrimination. All the other white customers got smaller cars. They know the roads in Sicily are narrow, making large cars difficult to drive. To make it worse, they didn't accompany me to inspect the car while they did so for other customers. 4. When I saw other white customers, the staff would accompany them to pick up the car and point out any damages. When it was my turn, they just handed me the keys and told me where the parking lot was. Even after me, customers were being accompanied, but for some reason, I was skipped. 5. The absolute worst part! Because I didn't buy their insurance, they charged me a 1200 Euro deposit. I picked up the car on April 11 and returned it on April 17. On April 13, I noticed the transaction was already processed, not just pre-authorized! I contacted the platform's customer service immediately, and they said the deposit would be refunded after the car was returned. When I contacted them again on April 16, the rental company claimed they had already refunded the deposit on April 16, a day before I returned the car, which is impossible! On April 17, when I returned the car, the staff said there were no issues and that the deposit would be refunded in 2-3 days. As of today, April 28, I still haven't received my deposit. Despite multiple contacts with customer service, the rental company now insists it was a pre-authorization, not a charge. Even with my bank statement showing the amount has been debited, they refuse to acknowledge it! This is outrageous and dishonest. If it was a pre-authorization, they should be able to cancel it, but they cannot because the transaction was an actual charge. This has been going on for half a month! Does this scammy rental company intend to steal my 1200 Euros??!! I reserve the right to expose this in the media, file a complaint, and report to the authorities!

The vehicle was old, picking up the car took a long time, and the return location was not clear.

You did not provide enough details about the shuttle from the airport. As a result I had to get a taxi (30 Euro) and on top of that I've lost my jacket in the taxi. I understand the loss is my own responsibility but it took me a while to find a way to the vehicle and I was really tired after the flight. On the way back I already knew the exact location and I knew that a free shuttle bus was circulating between the airport and the vehicle drop off. This information was crucial to the booking.

Excellent