During the trip, I encountered an emergency but was unable to reach the store by phone despite multiple attempts. Ultimately, I had to pay for the repairs myself. This poses significant risks; if there were a life-threatening situation or serious vehicle damage, the consequences could be severe. Even in the case of a traffic accident, being unable to contact the store and delaying the journey is unacceptable. When picking up the car, the fuel tank was full, with a range of 730 kilometers. Upon returning the car, the fuel tank was full, indicating a range of 830 kilometers. I was told there was no need for an inspection, and the staff did not check the car. Since I was catching a flight, I didn't pay much attention. Three days later, I was charged €14.63 for fuel and €30 in fines.
The staff on site had a very bad attitude, and we could never get through on the phone. The online customer service was also unresponsive. It is impossible to return the car at the airport; you have to return it between 9 am to 8 pm when staff are present. I had to return the car a day early. I arrived at 7:50 pm and was constantly reproached for being late as they were about to close.
1. Received a different model than what was booked;
2. Upon returning the car, I was informed there was a scratch on the rear side door and was charged 350 Euros. I am certain there was no damage during my rental period; it must have been there when I picked up the car, but it was too dark in the parking lot to notice. Reported this to the rental platform, suspecting fraud, but received no follow-up;
3. Nine months after returning the car, I was charged 105 Euros (3 charges of 35 Euros each) on my credit card. They claimed it was for 'notification of three fines' according to the rental contract. The rental contract is several pages long and in Italian, with important charges buried in fine print, not highlighted or clearly communicated. This reflects poorly on the company's transparency;
4. The car rental company informed me that any fines would be mailed to my address and must be paid within a certain period. However, the address provided on the fine notification was almost illegible and incorrect. This address was used to levy their service fees without any confirmation from me, ensuring the fines would be lost in the mail, resulting in more fees and endless bills. Italian Southern Police involvement noted;
5. Each of the three fines has its own issues, not detailed here, with amounts ranging from 170 to 700 Euros;
6. Typically, pre-authorization on credit cards is released 1-2 months after returning the car, but my pre-authorization was still held by the rental company nine months later.
I have reported this issue in detail to the rental platform. Shockingly, the platform staff sided with the car rental company without further investigation or communication. Awaiting follow-up to see how they handle this dishonest company. Will post this on social media to warn others.
Conclusion: Go for a major car rental company, book directly.
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