1. There were too few staff for car pickup. They were too busy to attend to customers. Basic car conditions (like the triangle warning sign, tools, spare tire, control, mileage, fuel gauge, etc.) were not explained or introduced. Other scratches and even tire cracks pointed out were not recorded either. Overall, it felt like they had no time for service, and they just wanted you to drive away quickly. There was no sign of nine-point service level and quality.
2. They charged a 100 Euros cross-border insurance despite knowing a newly constructed bridge made it unnecessary to cross borders. Being able to easily find the bridge myself as a non-local, I found this service provider disgusting.
3. During car return, the inspection was very thorough, but they did not issue a receipt immediately after confirming there were no issues (said they would send it via email a week later).
This service provider does not deserve a 9-point rating. Future customers should be cautious.
The staff at the pickup location had a good attitude. However, at the drop-off location at the airport, there was no one to attend to us. We waited for over twenty minutes until a rude woman showed up. We complained that the address was incorrect, but she said it wasn't their responsibility. She tried to evade responsibility and even threatened to call airport security.
1. The car pickup time is quite rigid; you must pick up the car at the exact time you booked. Since it's hard to predict the international flight arrival time in Zagreb, we planned to pick up the car within an hour after arrival based on flight and customs information. However, the staff made us wait an extra hour, and they were rather inflexible despite us explaining the flight and immigration issues. They insisted we adjust to their schedule. 2. The car pickup process was slow with only one of the two available counters open, which seems to be a common occurrence as the other European customers weren’t in a hurry.
I added full coverage insurance. But pickup center staff said no insurance was added. So I paid an extra fee. This is a big problem.
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