Arrived at the office to find a small but slow moving queue with only two staff at the rental desks.
Eventually I got my turn and despite having used Niza before and having a reservation I was told there was no record of my details so I had to provide them again which only took about 5 minutes. Having pre paid for my vehicle at this point I should have been given a car and been on my way. Unfortunately this is where everything ground to a halt and probably explains why the queue was so slow moving, the excess insurance hard sell began. Despite telling the man I had my own excess insurance he spent the next ten minutes repeatedly trying to sell me various excess insurance and making a deliberate attempt to scare me into taking it. He even went to the trouble of explaining the different costs and despite me declining each of them he started to write them down and tell me how much trouble it would cause me if anything happened. This included what amounted to threats that if anything went wrong there would be no one to call or help us without their insurance. I must have told him on at least five occasions that I had my own but he just carried on regardless telling me they wouldn’t pay out or there would be an excess cost to pay even on that policy (both are completely untrue) .What if you break down, what if you have a puncture, what if you damage a wheel, it went on and on and on to the point where I became really annoyed and was losing my patience. I can imagine some other people being really intimidated by this type of behaviour which really is the scourge of the car rental business.
I have no problem with being offered this product but once the customer has declined it then staff should accept this instead of trying to intimidate and threaten customers. Eventually I was given a car only to get to,it and find it was filthy having just been returned by another customer. When I went back in the guy realised he had given me the wrong car. Had he not spent so much time pushing excess insurance this wouldn’t have happened and other customers wouldn’t have to wait so long. I was eventually given a car which was new and perfectly fine despite only being half full of fuel. The returns process was much smoother.
What should have been a straight forward process took twice as long as it should have and has really put me off using Niza cars again. I would suggest customers use Wiber or Recordgo instead of Niza. The customer experience is so much better.