Europcar Firenze Aeroporto

We picked up our vehicle in Florence. At pickup they didn't have the car we reserved (we reserved an Audi A3 and specifically wanted a sedan). The car we received had a quarter of a tank of gas, though they marked it as having a full tank of gas on our contract. The car was defective and broke down in less than 5 miles of driving. We had to wait over 1.5 hours for a tow. We were told that we had to get a taxi to take us to pick up another car and that we would be reimbursed for the taxi (27.7 EUR) when we picked up the replacement vehicle. We were not reimbursed at the counter and were told that Europcar would evaluate the request and credit the taxi to our credit card. It has been 11 days and my account has still not been credited and customer service can only tell me that it is being investigated. When we called in the mechanical issue we were also told that we could trade out the car for an automatic at no cost since the original car broke down. When we picked up the replacement car they tried to charge us an additional 31EUR/day and ultimately charged us 16EUR/day extra (this is way above market ... when I book online the cost difference for an automatic is only 5 EUR - 10 EUR/day). We had already missed one pre-wedding event and didn't have the time to argue about not being reimbursed for the taxi and the upcharge for and automatic, so we took the car and decided to work through the issues with customer service. It took us 5 hours from the time we showed up to get the original car to the time we drove away in our replacement vehicle. To top things off, when we received the final invoice we noticed that they charged us in USD vs EUR and tacked on a 3.25% fee (our credit card uses a more favorable exchange rate and doesn't charge us foreign transaction fees ... I never asked to be charged in USD and wanted to be charged in EUR). There was no sense of accountability, urgency, or empathy throughout this entire ordeal. This is by far the worst car rental experience that we have ever had!

After reading the horrific review of car hire places in Florence town we decided to use Europcar at the airport for our hire. The staff weren't exactly enthusiastic however they got the job done quickly and there weren't any queues. On return we got an email receipt immediately which stated there were no damages which gave us peace of mind.

Worst car renting experience I have ever had in my life. We rented the car in Rome but had an accident and the car was tolled away and we were told to call Europcar for a car replacement. As we finally arrived in our next destination in Florence, we made several visits and calls to get our new car as we still have plans to travel to Venice and Milan for the rest of the trip. A similar car wasn’t available to us in the Florence branch so we were told to deal with the problem with other branches in other cities. We decided to get down to this branch and see if we could get some assistance in person but we were wrong and shocked by how impolite and rude the service was from the lady! She was the first person we have met in this friendly city who was so grumpy, angry and totally unconcerned about helping us in any way! She was pulling long faces all the time and didn’t even look at us in the eyes! We were so disappointed with her service and even if we couldn’t get the car replacement in Florence we deserve a better and professional customer service from Europcar! At the very least someone who smiles and treat us like normal human beings. Here goes our holidays without have a car for the rest of the trip and paying all that fees for a horrible car renting experience!

We had to get in touch with the europcar station as our car requested a code for authentification. We stayed in several waiting lines for an hour. When we got someone on the phone they just said they cannot speak English (in English). This service is so bad! Luckily this did not happen on our way to the airport, otherwise we would have missed our flight. I will never book a car with Europcar again.

Worst experience since a long time! If possible, stay away!

Avoid avoid! They may screw you. They tried it with me, charged 1300 eur for "scraches". My CreditCard company refunded me.

Poor service through out the whole experience. Didnt e-mail us any confirmation or receipts as they said they would. Without receiving anything on e-mail they suddenly just charged us 450eur for a surfaced levelled scratch that they couldnt even prove in a picture was actually there. Would never recommend to rent your car here.

Very displeased with the service, which lasted all of three minutes. The woman at the desk was uninterested in helping us with our reservation, which was for 16:00, but our e-mail said 10:00AM. Very dismissive and obviously doesn’t enjoy her job. Of course, it could’ve been a bad day or any circumstance we don’t know about, but it was just an unpleasant experience. We cancelled and went elsewhere.