Our hire car was stolen after a week. From then on, it was such an ordeal to get things sorted...
Italy
Reviewed: Mon, Aug 19, 2019
About Europcar:5.7/10
We had to wait two hours for our car at Naples Airport: the ticket system is inefficient, the rental desk too small and understaffed. After the theft of our rental car (1 week into our stay in Italy), we were unable to contact Europcar by phone. They put you on hold for hours, then put the phone down on you or tell you to ring a different number. And they won’t call you back! Absolutely shocking!! We eventually got a new car but it took three days and two long journeys by public transport to get it sorted. Don’t use Europcar!
The service attitude was terrible. During the car pickup process, the female staff member was extremely rude to us. She was very polite when dealing with a white customer, but when it came to us, she was clearly impatient. After completing the procedures, we found that the airport pickup location was very far from the store. We walked there and discovered that the key was wrong—there wasn’t a single car in the parking lot we could use. We had to walk back to exchange the key. We explained the situation politely and asked her to replace the key, but she became very impatient, adamantly insisting that she hadn’t given us the wrong key. She claimed we went to the wrong parking lot and even told us to check the contract, sarcastically suggesting we couldn’t understand English (when it’s actually her English that was terrible, coupled with a heavy accent). After some back-and-forth, she made a call to her colleague to verify and realized she had indeed given us the wrong key. Without saying a word, she quietly exchanged it and continued to insist she hadn’t made a mistake. She went as far as to say we were too incompetent to find the car and that she was giving us a more easily identifiable one to accommodate our intelligence level.
Additionally, we rented an Alfa Romeo electric car but were given a Peugeot 2008 instead. The car was supposed to have a range of 300km when fully charged, but it was grossly exaggerated—the actual range was only 150–180km. Traveling from Rome to Pisa (330km) required two fast charges.
We’ve rented cars abroad many times, and this was by far the worst experience. Stupid Italy.
About QEEQ:8.0/10
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Our hire car was stolen after a week. From then on, it was such an ordeal to get things sorted...
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