TAKE DETAILED BEFORE PHOTOS!!!
Had a seamless experience with Ezi until I returned the vehicle and was charged for damage that was already there before I collected the car. There was no grace period to allow for discussion around the damage, a charge was almost instantly placed on my credit card… THANKFULLY I’d taken pics of the vehicle, and the damage was very obviously there. This is criminal, I believe if you don’t take out their insurance cover (I had my own travel policy which covered the excess), they use you to pay for damage versus making a claim against their own insurers. In their favour, they’ve admitted fault and apparently the money is being refunded. Don’t drive away until you’ve taken detailed photos and videos of every last square inch of the vehicle.
Réponse : Ezi Car Rental
Hello AM,
Thank you for your review. We’re glad the rental itself went smoothly, and we appreciate you acknowledging that the matter was resolved and your refund is being processed.
We do, however, need to correct some of the assumptions made in your comments.
The team member who inspects returned vehicles is not aware of whether a customer has purchased our insurance or is relying on their own policy. They are not at a computer, nor do they have access to that information during the return process. Their role is simply to accept the keys, look over the vehicle, take photos, and drive it to our wash bay. Because of this, it is impossible for them to make decisions based on a customer’s insurance choice.
In this instance, a human error occurred during the assessment, and we sincerely apologise for that. As soon as your photos were reviewed, it was clear the damage was pre‑existing, and the charge was reversed promptly.
We welcome feedback, but it is important to avoid speculation that suggests intentional wrongdoing. Accusations that our team would deliberately charge customers based on their insurance choices are incorrect and unfair.
We appreciate you taking the time to document the vehicle at pickup—this is good practice for any rental—and we’re pleased the situation was resolved quickly. If you’d like to discuss anything further, our team is always here to help.
Kind regards,
Ezi Car Rental Team