Kaizen Rent Reviews 

I borrowed a car from them and by the way I went abroad and charged me 1000zl for this I do not recommend

This is the worst service I have ever had at any rental. Most of the personal cant talk english, had to call the support several times to get a answer, they send me invoices in polish that I cant even understand with google translate, the invoice was for driving over from Krakow to the Slovak border border. They had not informed me that it was not allowed but they charged me a fine of 1000 PLN for doing, more than 3 times the rent itselv, this seems like a scam. I made a complaint, but they say it was stated in the rental agreement, that they send me in a zip file with a password protection. They never send me the password, so I could actualy check. I have rentet cars from different companies at Krakow airports for more than 10 years and never had a fee for passing the boarder to Slovakia.

At leadt they should have informed me at the counter.

WARNING, DO NOT USE!! Rented a car for our trip to Krakow to collect from the downtown depot. When we arrived the office was shut, leaving me and my pregnant wife stranded outside for over an hour in the snow. When they eventually arrived, they said our car was not ready, and that I would have to go to the airport to collect a car for them! (Stupidly) I said yes, and got in a taxi to the airport. Upon arriving the the kiosk at the airport, they had then given the car, our reserved car, to someone else within the time I had got a taxi to the airport, and refused my refund as I had used booking.com for the booking and was told to take it up with them. I ended up having to get another taxi back to my hotel out of my own pocket. Absolutely disgusting way to treat customers, and they could not care less! So we ended up without a car for our trip, which ruined the whole thing as we had plans that needed a car. I would stay well clear of this company in future.

While returning the rental car to the Krakow airport, the vehicle broke down halfway through the journey. I immediately contacted the company for assistance, but there was no help whatsoever. I was left stranded in the middle of nowhere with my family, including three young children.
Because of this, I missed my flight and had to rely on strangers to help us reach the airport. The situation was extremely stressful and completely avoidable.
Despite having insurance booked online, I was forced at the airport to purchase additional insurance for £200, which was presented as mandatory. When I later contacted the company to request even a small refund or compensation, I was told it was “not their problem” — despite the breakdown being caused by their vehicle and their failure to provide assistance.
As a direct result, I lost around £1,100 in extra costs for rebooking flights and a hotel stay.
I would strongly advise families in particular to avoid this company. When something goes wrong, you are on your own.

Reply to you massage I was on my way back to Krakow Airport, which is the most critical part of the car hire period. If a vehicle breaks down at this time, immediate assistance is essential, otherwise the customer risks missing their flight.

When your car broke down, I contacted your company straight away to request help. Unfortunately, I did not receive any response or assistance from you. Because of this, I was left stranded and missed my flight.
This situation caused significant distress and additional expenses. I hope it is not happen to anyone that why I decide to share my experience with Kaizen Rent.

When I later contacted you to request at least a partial refund of the car hire to help cover these costs, this was refused, and I was told that the issue had nothing to do with your company. I do not agree with this, as it was your vehicle that broke down and no support was provided when it was needed most.

Samochód dotarł z ponad półgodzinnym opóźnieniem i był brudny zarówno wewnątrz, jak i na zewnątrz. Stan pojazdu udokumentowałem zdjęciami i przesłałem je do działu reklamacji oraz biura obsługi klienta. Pracownik firmy Keizen przy wydaniu pojazdu również zaznaczył w systemie, że samochód był brudny co rowniez udokumentowalem w postaci zdjecia ekranu na ktorym pracownik zapisal, ze samochod byl brudny.
Mimo to otrzymałem protokół po zwrocie auto, w którym wskazano, że auto było czyste przy wydaniu i brudne przy zwrocie, co jest sprzeczne z faktami i dokumentacją. Dodatkowo w umowie wpisano błędną datę urodzenia, a mimo zgłoszenia problemu nie otrzymałem poprawionej wersji dokumentu ani zadnego odzewu ze strony Kaizen Rent.
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EN version

The car arrived over half an hour late and was dirty both inside and outside. I documented the condition of the vehicle with photos and sent them to the complaints department and customer service. A Keizen employee at the time of vehicle handover also recorded in the system that the car was dirty, which I additionally documented by taking a screenshot showing the employee’s entry stating that the vehicle was dirty.
Despite this, after returning the car I received a report stating that the vehicle was clean at handover and dirty upon return, which contradicts the facts and the documentation in my possession. In addition, an incorrect date of birth was entered in the contract, and despite reporting this issue, I have not received a corrected version of the document or any response from Keizen Rent.

I rented a car from Kaizen Rent in Krakow Airport Poland from 8 November 2025 to 16 November 2025. At drop-off at 4am, there was no damage to the car anywhere, but three weeks later, they charged me £208.49 for alleged damage to the front left bumper – a graze I believe wasn't caused by me. The initial email on 16 November included a diagram noting it, but lacked a clear photo; only a dark nighttime image of the front showed no visible damage. On 4 December, a follow-up email added a new photo of the "damage" that wasn't in the original.
Upon checking, the file properties for this added photo show a creation date of 4 December, not matching the return day like the others. Additionally, EXIF metadata is missing from this photo and most in the second set (11 out of 13), while two retain dates from 16 November. This raises concerns for me about the timing and handling of the evidence, suggesting possible inconsistencies or later additions.
I've formally disputed this with detailed evidence, but the charge was deducted from my account. Based on other reviews, similar experiences with delayed or disputed damage claims seem common. If you've faced comparable issues with Kaizen Rent, such as unexpected fees or evidence problems, report it to UOKiK at uokik.gov.pl to help identify patterns – I'm doing the same and encourage others to join in for collective action.

I had a great experience with Kaizen Rent. I rented a car in Krakow and returned it in Warsaw. The car was clean, and everything matched the photos on the website. The personnel were polite, and the communication was pleasant. If I ever need to rent a car again in the future, Kaizen Rent will be my first choice!

Really lovely staff and good quality cars. Highly recommend.

I was falsely accused of damage by KaizenRent and they took a part of my deposit despite my complaint with photo evidence of no damage. The car return was not in person, even though the desk should have been manned at that time - I called and they did not want to come to personally inspect and check-out the car, despite me asking for it. Some days later, I received the invoice for a scratch on the car and a photo which could have been any car (bad quality, no registration plate or context view), and from their other photos it was visible that they had moved the car a bit. I sent them my own photos of the parked car as I returned it, with clearly no damage - I also knew 100% we had caused no damage and had told them this on the phone when they asked. Their reply was full of false arguments contradicting mine - no new photos to show the damage or anything to prove that there really was a scratch. As it then became clear to me that this was one of those typical car rental scams that you read about - my first ever experience - I requested my lawyer to write to KaizenRent with the photo evidence and explanation that we returned the car without damage, reuqesting the money back. Only then did KaizenRent take this seriously and returned the money. I am very disappointed by this company and had expected much better from the other reviews. I do not recommend using KaizenRent, unless the company gets back to me with an explanation what this was about, an apology for all my wasted time and the hassle of involving a lawyer, and information how they will make sure such unethical practices will not take place again.

I did rent from Kaizen multiple times and never had any issues , front desk service is always top notch! But This time got an upgrade to a Premium car Lexus RX renting from Wroclaw airport ! Superb experience thank you Kaizen once again ! Dziękuję bardzo i do zobaczenie wkrótce !

Had to cancel my leisure booking as KAIZER RENT decided that my bank card was not suitable. The booking was not refundable and, the only offer they made, was paying twice the ammount of renting for an "insurance".

They were super efficient. Literally took less than ten minutes to grab the car. Upgraded for free. It was really good value for money. They did not hard sell any insurance. Encouraged me to make a video of the car and provided a full report of existing damage. Return was just as easy it was out of hours so parked where instructed at 6am. When I landed back in the UK at 11am I had already received an email thanking me for the return clearly stating no new damage and the charge on my credit card already lifted. Honestly the best car rental experience I’ve had. Thank you very much!!

Clear and adequate communication. Patient and understanding staff who assisted fully and was willing to provide further guidance and advice whenever necessary.

Better drive with bus or train than rent something from kaizen rent. They will try to take extra money in each situation. I was fully paid for car and had to pay again at airport same price. The situation is that my wife paid for the car before coming to Gdansk but i was writen as a driver. They took money without a question when we paid for rent but when we arrived at the airport they said i need to pay for deposit or change driver ir rent documents. You will never change driver because kaizen rent company is in Spain and polish workers are not doing this. Ofcourse when you call to Spain nobody is answering or they don't know what you want from them. Ofcourse i could pay deposit money from my card but i had just debit card with me and it was not good for kaizens. But for full protection which they asked to pay same price as for rent debit card was ok. All this situation took 4 hours at airport and i was with my wife and two small kids in early morning.

Very efficient service, clear communication throughout the whole process. Extremely friendly staff. Great experience, I'll definitely use them again.

I strongly advise caution when renting from this company. I was charged extra fees after returning the vehicle, despite using it under completely normal conditions. The car was driven responsibly, returned on time, and in the same condition it was provided—yet I was billed for “wear and tear” that should clearly fall under standard use.

This kind of practice feels misleading and unfair. A rental service should be transparent and upfront about costs, not penalize customers for normal, everyday use of a car. Unfortunately, my experience has left me with no trust in their service, and I would not recommend them to anyone looking for a straightforward rental experience. On Saturday, there was no staff available at drop-off or pick-up, leaving customers to figure things out on their own. To make matters worse, the so-called “helpline” was just an automated message with no way to actually speak to a real person.

This made it impossible to resolve even the simplest issues or to get clarification about the lack of staff. I arrived to pick up the car at 11 am as scheduled per reservation. There were other customers also trying to return car and we all stuggled to find anybody to talk to. For a service that charges premium prices, I expected a basic level of customer support and availability. Instead, I was left frustrated and without assistance.

I would not recommend this company if you value reliability, communication, and proper customer service.

Original review 17/09:

Picking up the car:

Office was closed at the agreed pick-up time. I needed to make several phone calls to poor phone service.

Car was inspected and photos were taken. I needed to pay extra fee for out of office hours, which was not agreed in the original deal.

Returning the car:

I was instructed to call for "meet and greet" return at the Modlin Airport. No one came, so I needed to make several calls again to poor telephone service mentioned earlier. I was instructed to leave the keys on the front tire.

Car was fine and clean, I rented it only for less than 24hrs and I only drived motorway from Chorzow to Modlin Airport.

Aftermath:

Week after the return, I got mail, an invoice in polish, and lots of poor quality pictures of scratches. All or almost all of them were visible in the photos taken during the pick up process by Kaizen Rent personel.

All the scratches were very minor and many of the photos were taken so close that it was impossible to see where on the car they were - or even which car they were taken from.

Of course, there is also no certainty when the photos were taken, as the staff was not present when the car was returned.

I immediately refused to charge my card for anything, and told them that the reasons were untrue and that I had pictures as proof. Nevertheless, Kaizen Rent charged my card.

Based on previous reviews, this appears to be normal operation and common practice for Kaizen Rent, so I strongly recommend choosing another car rental company.

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Edit 24/09 - The rental company apologized for the mistakes made when handing over the car, i.e. the fact that existing defects had not been recorded, and refunded the amount which was incorrectly invoiced.

In addition, they also refunded the Sunday surcharge, which was actually correctly charged.

So fair play, apology accepted and I've increased my rating (was 1).

Good clean car no problems at all
great staff in Wroclaw airport ,they will explain everything but will not try force you to buy insurance ( I hire loads of vehicles in the past and other companies are very pushy to sell you additional cover )
I must say that was the best experience so far
Great work / business Kaizen Rent Wroclaw !! ( good staff is your strength )

I hired a car from Kaizenrent Krakow, drove to the hotel Warsawski private carpark and 3 days later drove back to the airport.
I am a Transport manager and an HGV driver so I'm more than competent at pre and post use checks. I agreed with the scratch sheet pre rent and checked the car throughly myself post rent, before dropping the keys off. There was no further damage than that already noted

They returned the hold on my credit card after 3 days and then sent 2 days later sent me an email to state I had caused damage and that they would be taking money.

SCAMMING POLISH THEIVES - AVOID THIS COMPANY. They are extorting costs for damage they say i did, however I left the car exactly as I found it. I even refilled the washers as they left it bone dry empty. It was in the parking spot on level 5.5 for 5 hours before it was checked by their member of staff who I fully believe has falsely marked the scratch sheet with damage as a money making scheme for the rental company.
I wasn't there to co sign to say I agreed as there was nobody there to check the car with me when I dropped it off.

£145 for a couple of scratches?! Are you off your head? You have absolutley no intention of repairing anything as the state of the car when I took hire of it was scratched and scraped. The prior drivers would have paid for damage that you have not repaired so what exactly have you done with the money you took from them for the damage? Banked it as a little extra money making scheme? Just like you are trying to do with me?

I have raised a fraud case against this company via my credit card provider. I have not authorised any payment to be taken other than the hold that you refunded after checking the car over at 09.25 on the 27th, you refunded this hold to my card after checking the car and clearing it as OK and then proceeded to steal money from my account. How long do you keep the card on file to steal from? The card that customers use for the security hold?

You are a truly disgusting rental operation. Liars, thieves and deceitful extortionists.

AVOID AVOID AVOID AVOID AVOID AVOID

Use a reputable company such as Avis, Sixt... do not book with this company. Absolute fraudsters.

I emailed to dispute the charge and you proceeded to steal money from my account without responding to my email.

Utterly unreliable and unapologetic. Kaizen Rent cancelled my confirmed, prepaid booking at the last minute, offered no real alternative, and hid behind fine-print to dodge responsibility. Their response boiled down to “a reservation is just an instruction to prepare a car,” which tells you everything about how little they value customers. I had to scramble for a replacement at far higher cost and lost hours of my trip yet they refused any compensation beyond the original refund. If your plans matter, avoid this company