Fran Mazzara´s profile
Reviews (1)
Auto Europe US
As a regular customer of AutoEurope for years, this was our first disappointing experience.
The first problem was not related to the car...., we are travelers. Our schedules are not the normal ones we keep at home. I am 70 and on meds, one of which compensates for kidney problems. They had a large sign as you entered their office that customers can not use their toilet facilities. There were no other options on the street....a very uncomfortable situation.
The car proved servicable but was missing a rear wiper blade, which we realized the first rain. The next problem was a real problem. We had been given a Renault Clio. It was so underpowered that there were times it could not make it up a hill and we had to back down and find another route. We were staying in Cortona, an Italian hill town, and found the car could not make it to our house. We contacted you asking to change the car and received the instructions to return to the rental agency in Florence. It would have taken us a day to drive up and back. We decided to try to manage, parking two blocks from our house and walking. The brakes were not sufficient to keep the car from sliding backwards on the hills or when parked. Again we used creative means to keep the car from rolling down the hills.
The final problems were with our returning the car. Their contract has typos in the spelling of their address. Thus our Garmin stated the street they listed did not exist. To add to the confusion the agent had used a black pen to draw the route from the office to the A-1 blacking out part of the street name on the map. The end result was as follows...
+ contract states Via Bognosanti ....actual address Borgo Ognisanti.
After driving around in the vicinity of the office I found the church "Ognisanti" on our map, aimed for that and found the office. They should, MUST give their customers the correct address....even if that means reprinting their contracts.
The final problem was their closing for lunch. Tourists pick up/drop off cars at all times, have connections to make, arrive on public transportation that operates all day. We arrived to find they would be closed for 2 hours. It is a no parking zone in front of their office. Across the street is a Carabinieri station. They agreed not to ticket us saying it happens all the time. We parked the car and went to lunch. When we got back there was a line of people all waiting like us to drop off or pick up cars, all with their luggage and all annoyed. it was cold but fortunately not raining.
I would not recommend this Eurocar office in Florence to anyone.
Reply from Autoeurope
Fran Mazzara´s profile
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I hope this response finds you well and also hope you enjoyed the holiday season. Please allow me to apologize on behalf of Auto Europe for the troubles and inconvenience you incurred while on you trip to Italy. We certainly do expect all of our client's to have an enjoyable experience in regards to their car rentals. We have been able to confirm you did in fact receive a downgrade locally. As such, we have issued a downgrade refund to the credit card used at time of booking. Please allow approximately 3 to 5 business days for this credit to appear.
In regards to the service you received, please be advised we have opened a customer service file on your behalf and your complaint will be forwarded to the supplier. Please allow approximately 10 to 15 business days for a response. Once received, we will contact you directly via the email address that we have on file. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our office.
Best regards,
Norm Cail
Customer Service Supervisor
Auto Europe LLC