I had an experience of changing cars in Rome, Italy. Their efficiency was very low, and they didn't replace the car with one of the same class, but with whatever car was available.
Terrible Hertz! I rented a Volvo V40, similar models displayed were Audi A3 or Volkswagen Golf, without navigation. The front desk didn't give me these cars, only Citroën C4 and Ford C-Max as options, both with built-in navigation. She didn't tell me that the built-in navigation had additional charges. When I swiped my card, I specifically asked if the amount was only for the deposit, she clearly said yes. But in the end, they charged me 204 euros for the navigation. I have my own Chinese navigation, why would I need theirs? This is outright fraud, misleading users. Disgusting!
The car I rented in Pisa, Italy had its right front door lock damaged by a thief in a parking lot. Although I bought car insurance, I was not compensated.
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