Great Rental All Round

The staff at the Fox rental location in Los Angeles were extremely rude. First, they tried to sell us insurance, but we said we had already bought it on Zuzuche and didn't need it. They claimed that insurance bought on Zuzuche is invalid and not applicable in the U.S. When we insisted on not buying it, they got very unhappy and said that the Jeep SUV we rented was too poor in performance to drive to Salt Lake City, and pressured us to pay extra to upgrade to a Lincoln SUV. We insisted on keeping the Jeep we had originally booked. Then, they told us the Jeep we reserved was not available and offered us a Hyundai or Mazda of the same class. Due to time constraints, we had no choice but to accept. However, when I went to pick up the car, I found there were Jeeps available. It was clear they didn't give us the reserved Jeep because we didn't buy their insurance or pay extra to upgrade. Upon returning to Beijing, I discovered they had not only charged the $150 deposit directly as an expense along with the rental fee without pre-authorization, but they also overcharged by $10. When I contacted Zuzuche, they kept saying they would inquire with the car rental company and asked me to be patient. It's been 10 days with no progress. Again, I contacted Zuzuche customer service, and they told me to wait 4-8 weeks, and refused to say anything more! This whole car rental process, including the after-sales service from Zuzuche after returning to Beijing, has left me extremely disappointed. I promise I will never choose you again, and I will also tell everyone I know who needs to rent a car to never choose Zuzuche!

FIRSTLY I FELT CHEATED AS I WAS OFFERED A VERY OLD CAR AND THEN WAS TOLD THAT OTHER CARS ARE NOT AWAILABLE AND WAS PRESURISED AND FORCED TO PAY EXTRA AND DO UPGRADE TO CAR AND EVEN INSURANCE WAS CHARGED AT VERY HIGH RATE AND FORCED TO TAKE FROM LIMITED CHOICES AND EVEN I WAS TOLD TO WAIT FOR BETTER CAR FOR 2/3 HRS AS NO CARS WERE AWAILABLE BUT AS SOON AS I AGREED TO PAY EXTRA SOON THEY GAVE ME CAR

Waited to long for shuttle to pick me up, waited to long inside FOX to get vehicle, vehicle was dirty. Waited to long for shuttle to pick me up and bring me back to airport. Just terrible. !!

Great car....better than I hoped. Took too long waiting to pick up the car after the agreements had been signed...40 minutes or so. And, the agent with whom contacts were signed was told that additional insurance wasn't wanted but still it got added. Customer service quickly sorted the issue out though...very happy with speed of response. Would have been nice to have been shown how to use cruise control and open gas tank. There was no information whether diesel or gas car. I had to guess. Why no sticker by car tank?

Very good...Thank you.

Waited over an hour in line to then find I had to spend another $55 for required by law insurance. The liability laws need to be covered on their website, as well as printed on your confirmation. If it had been explained to me prior to arriving at the rental company, I would have realized that if I had liability coverage on my regular insurance, all I had to do was check my iability coverage levels to verify they met CA minimum requirements. I feel totally forced into purchasing $55 of extra, unneeded insurance. After spending extra money that I did not need to, we go out to pick up the car. This is where I realized that it really didnt matter what vehicle you paid for, as the only two cars in the bay I was told to go were not the size reserved. One was so small there was no way I was getting in and the other smelled so badly of smoke that it would have sent me into an asthma attack for sure. After explaining to the employee the problem, he pointed me toward a car that had just been "cleaned" (very loose term) and driven up. It was the size requested and didnt smell of smoke so we took it. I've never seen a more damaged vehicle for rent anywhere. Not only had it already been wrecked on the back right side, every door and bumper was marred and dented. The windshield had several chipped niches out of it. All of which was marked on my paperwork by me (only the wreck marked by Fox). Frustrated and tired we drove the car off the lot hoping it was all just cosmetic. The was a rattle somewhere under he front of the car and a terrible wind noise the entire trip. The windshield was so grimy you could hardly see out of it. Every time you got in the car and started driving we were reminded of how much we spent on such a messed up car. The only positive here is that the drop off was quick and the shuttle to the airport was just about to leave so we didnt have to wait to leave. Highly disappointed.