Auto Europe
- North America
- Central America
SURPRICE ITALY CUSTOMER REVIEWS
- 4.7
- 3.6
- 4.9
- 4.3
- Value for Money
- Efficiency of Counter Staff
- Condition of the Vehicle
- Expediency of Drop-off
SURPRICE ITALY Car Rental Reviews
Average Rating for SURPRICE :
CATANIA, IT - Reviewed by GRAHAM - 30 November 2024
" I use Auto Europe all the time as I can fix fully comprehensive insurance at the time of booking. "
" The price per day was extremely competitive. This made me nervous. However, the car was excellent and just a few years older. "
Value for Money: 10 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 7
CATANIA, IT - Reviewed by RICHARD - 01 November 2024
" Contacted to advise flight delay of 2 hours had not informed the car rental company "
" office closed no car, contacted first thing next day and they refused to honour booking tried to sell me inflated deal "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
PISA, IT - Reviewed by MATTHEW - 22 October 2024
" Same as above. "
" We waited for an hour and a half to get our car. It was ridiculously time consuming. There was one girl behind the desk and the manager was walking around the car park smoking and texting. I had a go at the manager walking around the car park and he said he had to check on the cars then walked around the corner and continued smoking and playing on his phone. Truly awful customer service. "
Value for Money: 5 Efficiency of Counter Staff: 1 Expediency of Drop-off: 7 Condition of the Vehicle: 5
MILAN, IT - Reviewed by MARCO - 21 October 2024
" The pickup location on the voucher was different than the actual pickup location, I would have expected that the relocation of the rental company place would have been notified to me, but nothing was received. "
" drop off was fine, but the transport to the airport was slow. van was not there, and when it arrived, driver waited for another drop off to be completed, resulting in a 30 minutes wait with risk of losing the flight "
Value for Money: 9 Efficiency of Counter Staff: 7 Expediency of Drop-off: 4 Condition of the Vehicle: 8
FLORENCE, IT - Reviewed by ALISTAIR - 18 October 2024
" See above. Not for the first time, more info needed. "
" You need to provide clearer details about pick up at the airport. Surprice is NOT at the main rentals area and there is a separate pick up. If I was unable to speak Italian I would have had no idea of how to access the car "
Value for Money: 10 Efficiency of Counter Staff: 7 Expediency of Drop-off: 7 Condition of the Vehicle: 10
ROME, IT - Reviewed by FRANCIS - 17 October 2024
" Autoeurope are not the problem. Their part in the booking was faultless. "
" I was told the vehicle was fully fuelled. It was not. It has 90 km in the crank and I had to refuel a few minutes after departure when the warning light came on. The washer bottle was empty. This vehicle has not been prepared for issue. On the return, I had to wait an hour until the office opened at 0900. As a result, I almost missed my flight. Very poor. "
Value for Money: 10 Efficiency of Counter Staff: 3 Expediency of Drop-off: 1 Condition of the Vehicle: 3
BERGAMO, IT - Reviewed by RODERICK - 16 October 2024
" Very bad experience, you owe me 308 euros autoeurope !!! "
" Arrived at rental office at 23.00, handed my driving license and rental voucher over to Surprice guy on reception, he then asked me for my International Driving License ( autoeurope didn't tell me I needed one and I've been renting cars from Bergamo airport for 15 years and never been asked for an IDL ) Surprice guy then said if I don't have an IDL I can't have the car that I had paid up front for, he then proceeded to tell me if I purchased special insurance cover at €308 EUROS I could get the car and as it was near midnight I had no option but to buy this Special Insurance as my destination was Lake Garda. And how autoeurope says it is nothing to do with them really really annoy's me.... "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 5
CATANIA, IT - Reviewed by ROBERT - 14 October 2024
" Stressful and expensive "
" I have already completed a complaint review. It took ages to find the office as we were looking for AutoEurope. Then we realised it was with Surprice and there was no sign anywhere for them. Eventually we were told they were part of Autoone. When I booked the car hire with AutoEurope I paid an extra £50 to increase the excess. The man on the desk said I need to take out more excess cover to cover things like not getting police report in case of accident or vandalism etc. He told me this would another €300. I said you must be kidding, it's only for 10 days. I think he just picked any amount from thin air to see what my reaction was and proceeded to say it would be €197 which reluctantly paid. He also put €900 on my card and I said why do you need that when I have paid all this extra excess. On return no one came to look at the car to check it either. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 3
BERGAMO, IT - Reviewed by IAN - 10 October 2024
" I have had many booking with Autoeurope and prices and service has been good but when I called the girl told me I should of called but it was difficult in the air to do that "
" We arrived late as we sat on runway for almost an hour in belfast the journey ten took longer in the air so I was unable to call When I called at 10.45 they were open till 11 pm he said he was not coming to get us and hung up Called back and would not answer I had to hire another car from another supplier "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
OLBIA, IT - Reviewed by PETER - 07 October 2024
" All reasonably good apart from comments above "
" No paperwork, confirmation of safe return, deposit refund or invoice provided so left in limbo. They said this would be emailed. "
Value for Money: 7 Efficiency of Counter Staff: 7 Expediency of Drop-off: 7 Condition of the Vehicle: 7
PISA, IT - Reviewed by EWAN - 01 October 2024
" See above "
" It's really too much to go into it all. First we did not know it was away from the most commonly used car hire area for auto Europe, we waited 30 mins in a queue to discover this. We then went to the area where we were told to wait, it took about an hour to be picked up, we hadn't realised the office was only a 5 minute walk, had we known we would have walked. So, we're already 1.5 hours longer than hoped. When we arrived at the office the police were there trying to resolve a dispute, someone returning a car was complaining that they were being unfairly charged for damage. Other customers in the queue told us they had seen at least 2 arguments at handover, ie this was not the only case. It then took about 1.5 hours in the queue. They told me there were 4 areas of existing damage on the car and asked me to sign the contract, including withholding 1200 euros on my card, I signed. When we got the car we discovered there was 5 bits of damage, the extra bit was a big scraper to the bumper that might cost a lot to fix. I asked them to alter the contract to show this, they refused and said it would be enough for me to produce a video showing the damage with the time and date. I told them I didn't want to do that, ie I didn't want them taking money off me and then I had to claim it back and provide the video to proof my point. They refused, by this time I was really tired and angry and started shouting at them and threatening to be aggressive, this is very out of character for me and distressing, I felt ashamed afterwards and apologised, but I was so infuriated. We then drove off, about 20 miles down the motorway the service light came on, we were worried that the car would break down and we would be charged all the costs, so we had to turn around and take it back, we got lost and this added another hour onto our time. We had also been told the tank was full and had signed to return it full but realised we hadn't checked this and it was only half full. When we got back to the office they said not to worry about the service light, it does this all the time, as if we should have known that! At the end we took the car back to the office a day before to show there was no extra damage but the staff member did not seem to write this down anywhere. This took us 2 hours by the time we traveled there and waited to be seen. I'm home in the uk now but still very worried they'll take money off my card. I strongly suggest you do not deal with this company, it has affected my confidence with Autoeurope, I don't think I'll book with you again because of this. Finally, we spoke to some other customers who had terrible experiences with the same company but through a different broker. "
Value for Money: 10 Efficiency of Counter Staff: 1 Expediency of Drop-off: 5 Condition of the Vehicle: 5
CATANIA, IT - Reviewed by FRANCO - 28 September 2024
" An Arona automatic car was delivered to Catania on 9 September. After 40 kilometers I noticed that the floor mats at the back of the car were in a terrible condition and the whole car was dirty. Having called Catania Surprise, the Manager told me I think the name is Valeria. , it was a human error, so it was justified, rather unpleasant and rude, she tells me that she is doing me a favor by changing another car (I'm speechless), I am told that I have to bring the car with a full tank, I said that I had to travel 40 kilometers due to their mistake, but the very unpleasant manager told me that I had to bring it as it was delivered, so I had to pay another £15 euros out of my own pocket for their mistake, they changed me another Ford puma car, from the frying pan to the grill, car with dirty seats I think it's due to vomiting or something else that I don't want to say, the back door is broken, there are no covers so everyone can see what I leave there, car with the minimum reserve, so it's my problem, and then they made me pay in pounds, so they earned in currency when I asked to change into Euros it was not possible therefore a 50 euro scam on the exchange rate. Everyone must take a course on what customer service means! I write to their broker they are thieves, so as not to say that when I collected my car a Surprise operator said in Italian, that the customer doesn't understand anything, you'll understand what I had to expect!!! Never again!! I do have photos to prove!! Surprice RS SC4e914e55 "
" An Arona automatic car was delivered to Catania on 9 September. After 40 kilometers I noticed that the floor mats at the back of the car were in a terrible condition and the whole car was dirty. Having called Catania Surprise, the Manager told me I think the name is Valeria. , it was a human error, so it was justified, rather unpleasant and rude, she tells me that she is doing me a favor by changing another car (I'm speechless), I am told that I have to bring the car with a full tank, I said that I had to travel 40 kilometers due to their mistake, but the very unpleasant manager told me that I had to bring it as it was delivered, so I had to pay another £15 euros out of my own pocket for their mistake, they changed me another Ford puma car, from the frying pan to the grill, car with dirty seats I think it's due to vomiting or something else that I don't want to say, the back door is broken, there are no covers so everyone can see what I leave there, car with the minimum reserve, so it's my problem, and then they made me pay in pounds, so they earned in currency when I asked to change into Euros it was not possible therefore a 50 euro scam on the exchange rate. Everyone must take a course on what customer service means! I write to their broker they are thieves, so as not to say that when I collected my car a Surprise operator said in Italian, that the customer didn't understand anything, you'll understand what I had to expect!!! Never again!! I do have photos to prove it!! Surprice RS SC4e914e55 "
Value for Money: 5 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
PISA, IT - Reviewed by LOUISE - 27 September 2024
" NEVER GOT THE EXPERIENCE AS NO AVAILABLE SHUTTLE SERVICE "
" Failed to provide any shuttle service from the airport. Parkngo don't operate to the SUPRICE VIA CARLOA. THERE CONTACT NUMBERS ON THE RECEIPT DID NOT WORK RUBBISH SERVICE DON'T USE. ENDED UP HAVING TO HIRE AN ALTERNATIVE CAR "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
OLBIA, IT - Reviewed by SIMON - 25 September 2024
" Not having received any help or satisfaction from Surprice with the car failing to lock I called Auto Europe to see if they could help and they were equally useless. I will not be using them again and would never recommend them to anyone let alone a friend. "
" The collection experience was appalling. We had to queue outside their office in relentless heat for over an hour before even getting through the door to complete the paperwork. We were told our car was being brought round from the car wash. We had to wait another hour before it arrived (despite numerous complaints made to staff). When it arrived, the boot wouldn't open so our suitcases had to be loaded by lowering the back seats. When we arrived at our destination, 2 hours drive away from Olbia, the car would not lock it's doors. I called Surprice the only help/ advice they could give was to return the car to the airport and they would investigate. All in all a very bad experience. Dropping off the car was utter chaos. "
Value for Money: 5 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 3
PISA, IT - Reviewed by AINE - 25 September 2024
" Please get back to me ASAP about my booking. The lack of contact has been disgusting "
" I have sent several emails- surprice no longer exists- it is a scam. I want a refund and compensation "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
CATANIA, IT - Reviewed by ANTHONY - 25 September 2024
" N\a "
" Catania Airport car rental is, for lack of a better word, a scam. The staff basically threaten you in to purchasing their €30 a day insurance. If you don't pay then they will find a scratch on the car on its return. There are an absurd amount of rental companies all crammed into a parking lot. And they are all running the same swizz. Just charge the fees up front and stop lying to people. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 5 Condition of the Vehicle: 3
OLBIA, IT - Reviewed by ARUNAS - 23 September 2024
" Do not have any problems "
" Good staff "
Value for Money: 10 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 10
VENICE, IT - Reviewed by MICHAEL - 21 September 2024
" the car was a hybrid, electric only lasted a day so it took loads of fuel it went back on line the last day ... "
" i was going to pick car up at about 1030 but the plane was 1 and half hours late due to french air traffic controllers ,so there was no bus to take me to the hire place also i phoned and got no answer i then got a bus and taxi to them but they were closed.. i booked a room close by and went for the car by taxi about 10 in morning they said they cancelled my car and i had to pay in full for the same car again so i payed twice will ring you on monday "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
PISA, IT - Reviewed by COLIN - 20 September 2024
" Paid for insurance with you but had to pay more with the 2nd company. What a Surprice!!!! Never again. "
" Booked an automatic, none available. Staff couldn't care less and are rude. Car was dirty on the outside and had some damage. Very poor. "
Value for Money: 5 Efficiency of Counter Staff: 1 Expediency of Drop-off: 5 Condition of the Vehicle: 2
NAPLES, IT - Reviewed by ROBERT - 19 September 2024
" It was as I expected "
" Very busy and a bit shambolic but it is Italy and Naples so probably normal ! "
Value for Money: 9 Efficiency of Counter Staff: 5 Expediency of Drop-off: 7 Condition of the Vehicle: 7
PISA, IT - Reviewed by ALAN - 18 September 2024
" Experience was fine "
" Met expectations "
Value for Money: 9 Efficiency of Counter Staff: 9 Expediency of Drop-off: 10 Condition of the Vehicle: 9
CATANIA, IT - Reviewed by DAVID - 17 September 2024
" Our booking was cancelled by your provider and your phone was not answered out of hours or when we called to say we would be 1.5 hours late to collect the car which we had already pre paid for. I have emailed your company twice and had no response and also called to be told that customer service is in Portugal and only open at certain times and I needed to call back. Disgraceful and poor service I was surprised as the booking process was so good "
" Surprice cancelled our booking and auto Europe did not answer the phone or emails I have sent to complain we had to book and pay for another car with another supplier "
Value for Money: 9 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
CATANIA, IT - Reviewed by STANLEY - 16 September 2024
" No help whatsoever when I informed them before my flight of a delay beyond my control. Despite having paid for seven days hire the contract was cancelled by the time I arrived at Catania and I had to hire another car. I have not received an explanation,Apology, or mor importantly a refund. Customer support is next to useless. I will never use this company again, and I will make sure that none of my friends and aquaintances do either. "
" I have raised a complaint. Due to a 1hour 45Min flight delay, despite the staff member being at the office, I was told that my hire had been cancelled. I had explained the situation before take off to Auto Europe in the UK. They were no help whatsoever. Surprice were rude and dismissive and I had no option but to arrange a last minute car hire with a reputable firm. I am yet to receive an explanation, refund or an apology, It's a cowboy outfit. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
BERGAMO, IT - Reviewed by PAOLO - 15 September 2024
" Terrible experience- terrible customer service from your part and total disinterested behaviour from the hire company to try to help me to sort my issue. They actually made the point to tell me that I was almost a second class citizen because I used a broker. You may want to review who you collaborate with. This adventure costed me €500 between hotel and new hire car booking. Terrible terrible service all around. "
" This has been a terrible experience and I have lost my booking and money. My Ryanair flight to BGY arrived late and the hire place closed. I rung and they never answered. They didn't make any attempt to contact me. I had to get an hotel for the night and when I called them early the Sunday morning they told me that I lost my booking and they couldn't retrieve it. If I wanted their services I had to book and pay another car. I tried to call your call centre in Italy but it opened at 10:00 so I rung the emergency number and after waiting on-line 50 minutes I was number 15 in the queue. And then the call was interrupted. I had to be in Bologna for 11:00 so I had to book and pay for another car. So your service has been non-existent- I paid for two cars and an hotel. Absolutely pathetic and terrible. I used your service before but I think this has been the last time. Thank you for nothing "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
OLBIA, IT - Reviewed by PETER - 13 September 2024
" Shocking "
" Shocking "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
OLBIA, IT - Reviewed by HARRY - 13 September 2024
" Please see above. The above review about Surprice reflects very badly on Auto Europe "
" Firstly, my part to blame, I did not realise that through Auto Europe, I was booking with another company (Surprice) Regardless, when we arrived the queue for the place was out of the door. We waited two hours to get to the front of the line. In that time I witnessed staff shouting at customers, eating at the desk, sitting on their phones at the desk and generally being rude and argumentative. In previous experiences with other companies, the member of staff would take me to the car and do a walkaround of the vehicle. Not in this case. I was handed the keys and told to simply find the car in the car park. When I found the car, it was in an absolutely disgusting state. Awful stains over all seats, grime on steering wheel and the outside of the car was in bad shape. Based on my experiences and seeing so many unhappy customers there when I was at pick up AND drop off, I cannot understand why you would carry such a company. I'm sure this is not your first complaint about this company. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 3 Condition of the Vehicle: 1
ROME, IT - Reviewed by HOWARD - 13 September 2024
" I booked a hire car with your company, voucher ref: 5700458. The pickup was on 24/08/2024 and drop off on 07/09/2024 from Rome Fiumincino Airport. Our RyanAir flight FR5814 was due to arrive from Eindhoven into Rome on 24/08/2024 at 22.15 hrs. Whilst at Eindhoven Airport, RyanAir predicted a 20 minute delay. As requested on my voucher, I rang your "out of hours dedicated support team" on +44 125 354 23 86. I spoke to a lady who said she would ring the office in Rome and inform them. I asked if they could remain open so we could pick up our car, because we had a 2 ¼ hour onward journey to our accommodation. Your representative said she would ask, and email me the result of her conversation. The place where I was to collect our hire car was due to shut at 23.00. We landed in Rome at about 22.30, so I checked my email to find nothing from your representative. I rang your "out of hours dedicated support team". No one answered, and all I kept getting was a voice mail letting me know the office is closed. I rang the local office number on my voucher, which was +39 068 394 01 86. This number does not work. Not quite the "out of hours support" I was looking for, totally unhelpful and unprofessional. We waited at the shuttle bus collection point (between T3 and T1, under the control tower) until about 23.30. No shuttle buses marked "Park To Air" came to the airport during this time. With no support or feedback available about our hire car, we had no choice, but to find a local hotel and wait until the office opened at 08.00 hrs the next morning. The taxi to the hotel cost €35, and the hotel cost €112.90 for the night. The next morning we took an Uber to the local office, which cost €37.50. Once at your local office, the lady said I was due to collect the car last night. Not the most helpful of starts, so I explained what had happened. No apology was given as to why no buses were running, or why I had not been given any feedback, just "we closed". I presented my voucher and was informed that the £155.14 (€186.48) that I already paid to your company did not include any insurance. I pointed out I paid a surcharge of £6 per day for full damage and theft protection. The lady said this was only 3rd party insurance. I had no choice, but to take out the local insurance, which started at €366 and went upwards of €780! This type of hidden costs ambush leaves customers with no choice but to pay, and feeling scammed. It should be made crystal clear on your website when the original booking takes place. This was an absolutely horrendous start to our holiday. This was due to your company not providing any out of hours assistance, not doing what they said they were going to do, and providing misleading booking details. We missed half a day of our holiday because the local office did not remain open. I also incurred €551.40 in unnecessary and unexpected extra costs. Unfortunately the story does not end there. When I returned the car on 07/09/2024, I watched as one of the staff checked over our hire car. He was white, aged about 35-40, about 5' 10'' tall, stocky build, with short grey/brown hair, he had a goatie beard and glasses. He took a video of the car with a tablet. I asked him if everything was ok and he said yes, giving me a 'thumbs up' signal. I received the check in document later that day via email. It stated "the customer did not wait for the check in", which is a complete lie. The check in document also detailed a list of 6 items on a "new damages list", another lie. I took a video and pictures of the damage to the car when I collected it, and when I dropped it off. The car was returned in exactly the same condition. I look forward to a thorough response to my complaint, when I will decide what further action to take. "
" I booked a hire car with your company, voucher ref: 5700458. The pickup was on 24/08/2024 and drop off on 07/09/2024 from Rome Fiumincino Airport. Our RyanAir flight FR5814 was due to arrive from Eindhoven into Rome on 24/08/2024 at 22.15 hrs. Whilst at Eindhoven Airport, RyanAir predicted a 20 minute delay. As requested on my voucher, I rang your "out of hours dedicated support team" on +44 125 354 23 86. I spoke to a lady who said she would ring the office in Rome and inform them. I asked if they could remain open so we could pick up our car, because we had a 2 ¼ hour onward journey to our accommodation. Your representative said she would ask, and email me the result of her conversation. The place where I was to collect our hire car was due to shut at 23.00. We landed in Rome at about 22.30, so I checked my email to find nothing from your representative. I rang your "out of hours dedicated support team". No one answered, and all I kept getting was a voice mail letting me know the office is closed. I rang the local office number on my voucher, which was +39 068 394 01 86. This number does not work. Not quite the "out of hours support" I was looking for, totally unhelpful and unprofessional. We waited at the shuttle bus collection point (between T3 and T1, under the control tower) until about 23.30. No shuttle buses marked "Park To Air" came to the airport during this time. With no support or feedback available about our hire car, we had no choice, but to find a local hotel and wait until the office opened at 08.00 hrs the next morning. The taxi to the hotel cost €35, and the hotel cost €112.90 for the night. The next morning we took an Uber to the local office, which cost €37.50. Once at your local office, the lady said I was due to collect the car last night. Not the most helpful of starts, so I explained what had happened. No apology was given as to why no buses were running, or why I had not been given any feedback, just "we closed". I presented my voucher and was informed that the £155.14 (€186.48) that I already paid to your company did not include any insurance. I pointed out I paid a surcharge of £6 per day for full damage and theft protection. The lady said this was only 3rd party insurance. I had no choice, but to take out the local insurance, which started at €366 and went upwards of €780! This type of hidden costs ambush leaves customers with no choice but to pay, and feeling scammed. It should be made crystal clear on your website when the original booking takes place. This was an absolutely horrendous start to our holiday. This was due to your company not providing any out of hours assistance, not doing what they said they were going to do, and providing misleading booking details. We missed half a day of our holiday because the local office did not remain open. I also incurred €551.40 in unnecessary and unexpected extra costs. Unfortunately the story does not end there. When I returned the car on 07/09/2024, I watched as one of the staff checked over our hire car. He was white, aged about 35-40, about 5' 10'' tall, stocky build, with short grey/brown hair, he had a goatie beard and glasses. He took a video of the car with a tablet. I asked him if everything was ok and he said yes, giving me a 'thumbs up' signal. I received the check in document later that day via email. It stated "the customer did not wait for the check in", which is a complete lie. The check in document also detailed a list of 6 items on a "new damages list", another lie. I took a video and pictures of the damage to the car when I collected it, and when I dropped it off. The car was returned in exactly the same condition. I look forward to a thorough response to my complaint, when I will decide what further action to take. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
PISA, IT - Reviewed by CARLO MATTEO - 11 September 2024
" Did not have any problems and were pleased with their services. "
" Great overall service. Car rented was spacious and clean . We were very great full with overall experience. "
Value for Money: 10 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 10
PISA, IT - Reviewed by DAVID - 10 September 2024
" I have been using Auto Europe for over 20 years. Occasionally there is a rogue supplier. Surprice should not be trading. Although their price is competitive the service is appalling and the car was not cleaned. "
" Firstly there was no shuttle. Secondly, staff were insolent and inefficient. It took two hours in the queue of 4 other customers before I got my car. They cancelled the booking of the French couple in front of me because they couldn't speak Italian or English. The member of staff confirmed this to me. I took the couple back to the airport in my car hire because they refused to call them a taxi. No one who was served before me was happy. There was also a German couple with a young child who had their booking cancelled. If you are looking to keep your clients happy then I recommend not using this company. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 5
NAPLES, IT - Reviewed by ANTHONY - 09 September 2024
" I have used auto Europa on several visits to Italy and even though I felt that filling out paper work at checkout was a lengthy process and a bit more expensive always felt confident that I wasn't going to be cheated and treated fairly. "
" It took over 1 ½ hours get the car, had to find it for myself, had to work out for myself the workings of the especially that it was a hybrid. Was made very paranoid about having separate insurance. Drop off took over an hour but the youg man that dealt with me put at ease that he was happy with how I returned the car. "
Value for Money: 9 Efficiency of Counter Staff: 4 Expediency of Drop-off: 6 Condition of the Vehicle: 8
BERGAMO, IT - Reviewed by LAURA - 06 September 2024
" I am not usually this direct and try to find the best in all circumstances, however, my advice is avoid Surprice like the plague. "
" Firstly, the "pick up" shuttle bus is incredibly difficult to find. You will need the map that EVENTUALLY the office will send you if you persist. Basically you need to walk around 15 minutes out of the airport, heading left, and then under the motorwarway uunderpass to arrive at a concrete pavillion. if you know the way, the office is only 500m up the round and round the corner to the left at the roundabout, so no need to wait the 30 miniutes for the bus. Your AutoDurope "waiver2 ha tyou bought , according to the desk is "worthless". S So we paid the extra 300Es. Ple Please, please take a video of every part of the car. we had not been far and not involved in any incidents when we saw the damaged to the tail lights and passenge door at the first service station. I suspect that this would have been the excuse they would use to take "all of the 1300E depost we need to leave if we hadn't paid the 300E£ extra insurance. The only "bright spot" of the whole experince was the shuttle bus to the airport, where, for an extra 10E we were deliverd to the door by a young man who has missedd his calling as a comedian. "
Value for Money: 4 Efficiency of Counter Staff: 3 Expediency of Drop-off: 8 Condition of the Vehicle: 2
NAPLES, IT - Reviewed by MICHELA - 02 September 2024
" No pick up from airport, small car instead of medium, additional cost for insurance cover was asked , drop off was a better service experience "
" Phone number wasn't updated on the booking and also on their website and online company details, so no pick up from airport, we had to walk there . We booked and paid for a medium car and they had only a small car to give us, for a bigger car they have asked 400 euro extra , no refund was offered for the smaller car "
Value for Money: 6 Efficiency of Counter Staff: 6 Expediency of Drop-off: 10 Condition of the Vehicle: 8
PISA, IT - Reviewed by CERIDWEN - 01 September 2024
" It was very difficult to find and the instructions poor. Wasted time going to the hire car hub "
" The counter staff were very pushy and tried persistently to sell me more insurance using scaremongering tactics, quite an unpleasant experience "
Value for Money: 10 Efficiency of Counter Staff: 3 Expediency of Drop-off: 10 Condition of the Vehicle: 10
CATANIA, IT - Reviewed by TERRY - 30 August 2024
" Racists and didn't have my car ready or available. Left me stranded. Called me a negro. Terrible service!!! "
" Racists and didn't have my car ready or available. Left me stranded. Called me a negro. Terrible service!!! "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
OLBIA, IT - Reviewed by GREGORY - 28 August 2024
" Ripped off service rubbish "
" upon arrival after a long wait for rental staff i was told the insurance with you was not good enough and to take the car i had to pay an additional fee of 378.20 for insurance questioning this i was told insurance in Sardinia was very expensive i had no choice but to pay ,is this usual practice with yo if not please tell me how to recover this fee Car was filthy full of dents and scratches and service upon return was poor a long wait again "
Value for Money: 1 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 1
ROME, IT - Reviewed by DANIEL - 25 August 2024
" I wish to recover my 500 euro extra charge as I think it is totally unfair to have to pay extra 500 euro o. The day plus my £1500 deposit and a 300 petrol charge deposit, all in one day. I was on a strict budget and it really ruined my experience and feel it is totally unfair. I had 4 children with me and could t not have a hire van and nearly had to cancle the holiday as I had no spending money, "
" I was charged an extra 500 euro on the day I picked the van up. The company basically examined I didn't have an international driving license and I would require additional insurance on top on the extra insurance I had already taken out. I also had to pay £300 petrol deposit then got in the van began driving g and had an urgent empty tank instantly on the motorway and had to find a petrol station straight away in the middle o Rome. "
Value for Money: 1 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 10
BERGAMO, IT - Reviewed by ADAM - 23 August 2024
" I would like someone to contact me via email or phone to discuss the above experience. Thank you, Adam "
" Surprice were appalling at Bergamo. We arrived and were told that I would need an international driving licence. Something that was in the small print that neither Auto Europe nor Surprice contacted me before hand that I would need. The staff, smugly, sat there and said that the price would be a further €450. I declined and cancelled the booking with Auto Europe. The Surprice staff then said that I needed to do my business outside of their office when I was desperate calling Auto Europe to arrange another vehicle with a different company. Shocking "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
MILAN, IT - Reviewed by AMJAD - 18 August 2024
" I will never repeat "
" A very nasty surprise because they requested a deposit and a further payment as I didn't pay with credit card and they said I didn't have the proper insurance "
Value for Money: 4 Efficiency of Counter Staff: 1 Expediency of Drop-off: 7 Condition of the Vehicle: 8
VENICE, IT - Reviewed by AZEEM - 15 August 2024
" As above it is a rip off i paid for full insurance at timw of booking and then charged extra £500 or 400 option with less coverage at pickup or no car given or refund "
" Once arrived and all was paid before hand i was informed i had to pay extra £500 for 5 day insurance or £400 extra for limited insurance ontop of full insurance already paid Extra £100 a day. I like others there collect car where shocked at this as i would not have used them at this price. They refused to let me have car with out purchasing their insurance and no full refund given if i cancel A rip off place do not use "
Value for Money: 1 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 10
VENICE, IT - Reviewed by KEITH - 14 August 2024
" so referring to comments in Q3 I did fill in a claim online as we had coverage with yourselves and to date no one has come back to us. Very disappointed to say the least "
" Upon collecting the rental we were sold additional insurance which they pushed on us. We had a breakdown to which we were covered with them but in the event of requiring help was told we were not covered. "
Value for Money: 8 Efficiency of Counter Staff: 2 Expediency of Drop-off: 2 Condition of the Vehicle: 6
NAPLES, IT - Reviewed by SILVIO - 10 August 2024
" We was stranded in maples aeroporto with 2 children's at 11:30 pm. We hade no other choice to accept sureprice oun contract at inflated cost plus paid additional 300 euros for late arrival due to Ryanair flight delays.. Not happy "
" The car suplyer sureprice did not accept my vaucher from autoeurope "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
CATANIA, IT - Reviewed by SIMON - 07 August 2024
" The experience was not a good one. We lost the car we had ordered - automatic Jeep, replaced with a manual Ford something that was very unpleasant to travel in for over a day. Had to pay £300 for the replacement. "
" Our flight had to return to Gatwick due to operational problems and our replacement flight left 5 hours later. When we finally found the car hire (tucked in a corner with little signage) we were told that our car hire had been cancelled and the car had been allocated to another booking. We had to pay £250 to hire another inferior car which absolutely reeked of cigarettes. It took over a day to get rid of the smell. "
Value for Money: 7 Efficiency of Counter Staff: 7 Expediency of Drop-off: 7 Condition of the Vehicle: 4
PISA, IT - Reviewed by CARLY - 05 August 2024
" Awful and disgusting ! Customer service were so rude kept hanging up on my even know the delays were out of my control , then wouldn't help me solve my issue of paying 378 euros additional at pick up or u couldn't take the car ! Awful just awful "
" The rudest company I have ever delay as well as con artist ! Made me pay an addition £378 as they made out my UK license couldn't be used with out any notice or explanation said I had to pay - I had to no money I was on my own with 2 kids and it was the middle of the night - so I had no choice but to pay and now I am trying to sort now I'm back they told me I agreed to something locally which is incorrect "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
ROME, IT - Reviewed by ANGELO - 05 August 2024
" The Surprice office was located some distance from the airport. The instructions about how and where to be picked up by the shuttle bus were confusing and we wasted a lot of time before we eventually worked it out. "
" The staff were helpful and polite. I was given a car with advertising stickers all over it which made it obvious it was a hired car. I would prefer not have this. "
Value for Money: 10 Efficiency of Counter Staff: 9 Expediency of Drop-off: 10 Condition of the Vehicle: 8
PISA, IT - Reviewed by LAURA - 03 August 2024
" Auto Europe are good. Avoid Surprice!! "
" Horrific. Queued for over 1.6 hours. Tried to push additional insurance on us (and everyone else who was served) costing over €400 extra. And if you said no, they got very agitated. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 3
NAPLES, IT - Reviewed by RAFFAELE - 03 August 2024
" Terrible "
" Terrible "
Value for Money: 10 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 10
CATANIA, IT - Reviewed by GAETANO - 29 July 2024
" Above all I didn't have any issues, employees could smile and welcome customers better, they don't smile or look happy at all. "
" Car was not very clean. After dropping the car off, nearly a week away, I am still waiting for my deposit to be released. "
Value for Money: 10 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 4
PISA, IT - Reviewed by IAN - 27 July 2024
" Awful experience "
" Waiting to receive my deposit "
Value for Money: 1 Efficiency of Counter Staff: 2 Expediency of Drop-off: 2 Condition of the Vehicle: 1
PISA, IT - Reviewed by BRUNO - 26 July 2024
" Decent enough company but make sure you have your own hire car insurance just in case "
" Sadly their was no shuttle bus available to take us to the airport. "
Value for Money: 10 Efficiency of Counter Staff: 10 Expediency of Drop-off: 7 Condition of the Vehicle: 10
PISA, IT - Reviewed by MICHAEL - 24 July 2024
" Very disappointing experience it took us 2.5 hours from arriving at your office to leaving in a car and we still haven't received our deposit back. You accepted that the car was clean when I returned it and I still haven't received my deposit off €900 .... My next step is to involve MasterCard to retrieve my deposit from them and take any illegal action "
" It took us 2.5 hours from arriving at your office to driving away the car "
Value for Money: 5 Efficiency of Counter Staff: 2 Expediency of Drop-off: 5 Condition of the Vehicle: 9
NAPLES, IT - Reviewed by JOSHUA - 22 July 2024
" you shouldn't use this company "
" terrible waited over an hour in the sun 40oC heat for a shuttle bus that we were told would be 10 mins and then just very aggressive and rude staff "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
FLORENCE, IT - Reviewed by JOSHUA - 22 July 2024
" the information was not correct that you supplied and when I called you couldn't even contact the company. "
" unable to contact them by phone waited for ages at the airport for a shuttle bus, the one that was on our details refused to collect us and told us that surprice had moved location so we were completely at a loss for over 40 mins at the airport. in hindsight I should have looked at the reviews more this was a night mare and then very pushy and intimidating with them try to sell you extra insurance. "
Value for Money: 10 Efficiency of Counter Staff: 4 Expediency of Drop-off: 7 Condition of the Vehicle: 7
CATANIA, IT - Reviewed by DAVID - 22 July 2024
" See my comment above "
" I retuned the car without damage on 3/7/24 , but I am still waiting for the security deposit to be refunded. I have raised a complaint with Barclaycard who say that the €1200 deposit has been incorrectly charged ( and paid ) from my account when it should only have been "reserved" until the car was returned. "
Value for Money: 6 Efficiency of Counter Staff: 6 Expediency of Drop-off: 10 Condition of the Vehicle: 7
BERGAMO, IT - Reviewed by ANDREAS - 22 July 2024
" I'll go with the recommendation of another reviewer on 'Trustpilot': Avoid like the plague! "
" They did not accept the official UK driving license and charged an additional 286 Euros for an 'insurance' to cover for the lack of an international driver's license. The requirement of an international license is not mentioned anywhere on relevant vouchers and websites. This is fraud and should be prosecuted. We then got a nice car with an empty tank- exactly the start you want, looking for an open petrol station at 11 pm! "
Value for Money: 1 Efficiency of Counter Staff: 2 Expediency of Drop-off: 3 Condition of the Vehicle: 5
PISA, IT - Reviewed by STEWART - 20 July 2024
" I have always found Auto Europe good, and we make decisions about the offer that we take. I will use Auto Europe again. "
" A 90 minute queue outside, and then into, a small hot office. The office is shared with 2 other companies who were very calm in their business. In contrast to Surprice, who were quite aggressive in their service. Issues with other customers related to 'Excess cover'. My understanding is that they were aggressive in selling Excess cover at about €300. Many customers were in disbelief. My own experience was that my 'Annual Excess Cover' policy was challenged as insufficient and I encountered a hard sell on their own policy. I had to stand firm to decline. Other companies, that I have used in Europe, have 'blocked' a payment on my credit card. Surprise have actually taken a payment of £761.67. I was clear in my discussion that the payment would be 'blocked', the handler did use the expression 'blocked', but has actually taken a payment. I appreciate that his English was better than my Italian. On returning the car, I experienced the most intense inspection of any of my frequent hires in Europe. I felt the need to video the return and get confirmation of the verbal 'all clear'. The 'Return Agent' said that my card payment would be refunded in 3 days, 4 days later I have not been refunded. However, the car was good. The service was the worst that I have experienced in Europe. "
Value for Money: 5 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 10
VENICE, IT - Reviewed by DARRELL - 16 July 2024
" Overall good experience but insurance very expensive add on not mentioned in original quote "
" Insurance very expensive "
Value for Money: 7 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 10
BERGAMO, IT - Reviewed by ADAM - 16 July 2024
" AutoEurope should not be selling this companies services. "
" No shuttle pick up as advised, had to phone rental company to get directions to rendezvous point, which we then had to walk to - tried to claim £1200 Euro deposit not £900 as advised, cajoled into paying an additional £300 Euros for extra cover (which we paid as we feared not getting the car at all) I was told my licence was not valid in Italy!!! Yet they gave us a car, the family who were on the same flight were denied their rental due to lateness apparently, and were unceremoniously dumped onto the pavement and left stranded at 9pm on a Friday night - an all round stressful and unpleasant experience, these people are nothing but scammers. "
Value for Money: 2 Efficiency of Counter Staff: 4 Expediency of Drop-off: 6 Condition of the Vehicle: 5
CATANIA, IT - Reviewed by GREGG - 15 July 2024
" I will not be using this company again. I am £70 out of pocket. The company had no room for negotiation and were very dismissive! "
" Unfortunately the rental company at the airport would not accept the credit card provided. Therefore we were unable to proceed with the hire. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
CATANIA, IT - Reviewed by PAUL - 15 July 2024
" Very rude staff at pick up. No organisation, poor signs to pick up. Left waiting in the sun for an hour. A week later I am still waiting for my deposit refund of 900 euros "
" Very rude staff at pick up. No organisation, poor signs to pick up. Left waiting in the sun for an hour. A week later I am still waiting for my deposit refund of 900 euros "
Value for Money: 5 Efficiency of Counter Staff: 1 Expediency of Drop-off: 8 Condition of the Vehicle: 8
OLBIA, IT - Reviewed by ROSETTA - 14 July 2024
" Superb. No issues, effortless and easy transaction. The only comment I would make is better signage at the airport to direct people to the drop off point - but that's out of your control I expect. "
" The whole experience was great, from start to finish. I would use the service again and recommend. "
Value for Money: 10 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 10
PISA, IT - Reviewed by RICHARD MARTYN - 13 July 2024
" Pushy staff threatening all sorts if I did not take out their insurance A very poor experience all round "
" Surprise took £1000 deposit which should have been refunded on car Return undamaged etc on June 14 I still have not received refund one month laterally "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 10
PISA, IT - Reviewed by ANDREW - 13 July 2024
" The experience was very stressful! "
" Despite notifying auto Europe our flight was delayed no-one was at the airport to meet us and take us to our car. As a result our contract was cancelled and I had to hire another car. "
Value for Money: 5 Efficiency of Counter Staff: 5 Expediency of Drop-off: 5 Condition of the Vehicle: 5
PISA, IT - Reviewed by RYAN - 08 July 2024
" Awful "
" Dreadful. My flight was delayed so I was past my pick up time. The staff then tried to charge me over 200 euros and upsell insurance/cover "
Value for Money: 3 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 3
CATANIA, IT - Reviewed by WILLIAM - 03 July 2024
" Bad experience with actual hire company. Auto Europe were ok and would use again. "
" Excessive charge for minor damage. Severe issues with damages deposit. No invoice for damage to enable insurance claim. Car was good pickup and drop off very difficult. Payments still in dispute. "
Value for Money: 8 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 9
CATANIA, IT - Reviewed by PATRICIA - 02 July 2024
" It was the first thing that happened on my holiday, and returning it was the last thing.... and it was just so very negative. I am surprised Auto Europe would partner with such a dubious outfit, and I would be scared to hire again through you, incase I get such a car hire office again. Clearly it was my own fault for going with the cheaper, but I trusted Auto Europe having used it before, so did not realise that Surprice made the hiring cheap so they could reap back money with over charging people for tiny things wrong with the car when it was returned. "
" From the moment I walked in, the whole place felt like a scam. First of all it took me 15 -20 minutes to find the place. There were not specific location instructions in the correspondence. My plane had been late so the whole thing happened late at night. The guy who served me said he hoped I had my international drivers license. I said i did not need it the voucher said national driving license. From then things just got worse. I showed him where it said what license I needed and he clearly did not like being corrected by a woman. He raised his voice and was aggressive and so I raised my voice too. He told me that the insurance would be around 45 -48 Euros a day (extortionate) and I said I had my own insurance. There were two other people in the cabin trying to hire cars. The other car hire worker was demanding to see his UK car insurance to prove he had insurance, and being difficult. The other man there was having an issue as they would not accept his perfectly valid credit card. I later saw him and his wife wandering around the car hire area so do not know what happened). I was given the keys and sent to the car with no paperwork so I could not see what the scratches on the car were etc. When I got to the car there was an emergency light on the dashboard and when i drove back and asked about it the guy said it was tyre pressure and not to worry about it. I was worried about it the whole time and could not find an air machine at any of the garages where I stayed in a very small town. When I went to return the car, they accused me of making a tiny superficial scratch on the drivers wing mirror and "breaking" the hubcap. I never hit the pavement and nor did anything even scrape the wing mirror when I was driving. Most of the time the car was parked, with the drivers door to the pavement, so another car cannot have hit the mirror. They then said I had to pay 950 euros for this damage, and the young man i dealt with (the same one i picked up the car from who that had the negative attitude) was vicious and nasty and said that who cares you have insurance -- which was not the point. I was so untrusting of the office, I thought that it was highly possible that, as the car had stickers all over it, they had a friend in Syracuse who deliberately scratched the car while it was parked, or he even somehow wiped white paint off the wing mirror that had been painted over pre existing scratches. Furthermore, 1,200 euros (in GBP) was removed from my credit card account, rather than just blocking it, and it still has not been recredited. No doubt, due to the exchange rate, I will receive less back when they go to repay this money (it they do). I have no contact information so cannot get in touch to get a report so I can submit a claim to my car insurance company. I have not received any correspondence from Surprice. I have hired cars before in Sicily and around the world and have never had such a negative experience. I do not know what else to tell you but not only was it negative, it felt threatening and nasty, and some kind of money making scam, rather than a car hire enterprise. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 4
PISA, IT - Reviewed by DIANA - 01 July 2024
" .. "
" Really bad experience at drop off due to lack of staff at check in/out desk. Very worried about making return flight in time "
Value for Money: 10 Efficiency of Counter Staff: 10 Expediency of Drop-off: 1 Condition of the Vehicle: 10
CATANIA, IT - Reviewed by CLAIRE - 27 June 2024
" N/a "
" Long waiting time to arrange collection of the hire vehicle. There was a minute scratch on rear bumper, which we didn't pay attention to. However, upon return we have been assigned this damage. My credit card has been charged £275 and I have received no correspondence from the hire company, despite me emailing them twice. "
Value for Money: 4 Efficiency of Counter Staff: 4 Expediency of Drop-off: 1 Condition of the Vehicle: 4
MILAN, IT - Reviewed by ELIJAH - 19 June 2024
" m absolute disgusted and severe disappointment with the appalling service provided by your rental car company on the day of my arrival. According to the paperwork I received, I was instructed to go to Terminal 17, call your company, and wait to be picked up, as your location is not at the airport. Upon my arrival, I called the company dozens of times, only to be met with silence. Eventually, the phone line was deliberately placed on busy, leaving me stranded and frustrated. After an hour of this unacceptable treatment, I finally managed to get through, only to be rudely informed that a shuttle bus or van would pick us up within five minutes. This was an outright lie. I waited an additional 45 minutes, and nobody came. Repeated calls to your company were again met with a busy signal, leaving me no choice but to rent another car from a different company at the airport. The level of unprofessionalism and blatant disregard for customer service displayed by this company is inexcusable. This experience was not only infuriating but also caused significant inconvenience and additional expense. I demand an immediate refund has I have been scammed avoid at all costs "
" m absolute disgusted and severe disappointment with the appalling service provided by your rental car company on the day of my arrival. According to the paperwork I received, I was instructed to go to Terminal 17, call your company, and wait to be picked up, as your location is not at the airport. Upon my arrival, I called the company dozens of times, only to be met with silence. Eventually, the phone line was deliberately placed on busy, leaving me stranded and frustrated. After an hour of this unacceptable treatment, I finally managed to get through, only to be rudely informed that a shuttle bus or van would pick us up within five minutes. This was an outright lie. I waited an additional 45 minutes, and nobody came. Repeated calls to your company were again met with a busy signal, leaving me no choice but to rent another car from a different company at the airport. The level of unprofessionalism and blatant disregard for customer service displayed by this company is inexcusable. This experience was not only infuriating but also caused significant inconvenience and additional expense. I demand an immediate refund has I have been scammed avoid at all costs "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
VENICE, IT - Reviewed by ANGELA - 18 June 2024
" Autoeurope have been very helpful and contactable. Surprise wasn't so good. "
" This vehicle was provided with half a tank of fuel. I was asked to sign documents before I got to see the vehicle which stated it had a full tank of fuel. I returned the vehicle with a full tank of fuel. We also had to pay for a cleaning charge which wasn't mentioned in the voucher before we got the vehicle. And there was no mention of taxes on the additional driver charges either. Not impressed. "
Value for Money: 6 Efficiency of Counter Staff: 6 Expediency of Drop-off: 6 Condition of the Vehicle: 4
PISA, IT - Reviewed by JOCELYN - 18 June 2024
" I always use Autoeurope and would recommended "
" The car was extremely dirty, and staff quite pushy to get us to sign up to their insurance. Would not recommend or hire from Surprice again. "
Value for Money: 7 Efficiency of Counter Staff: 9 Expediency of Drop-off: 9 Condition of the Vehicle: 2
FLORENCE, IT - Reviewed by CHRIS - 14 June 2024
" Return of the car was problematic with several people complaining about bogus charges being claimed by Auto One. It has now been 10 working days since return of the vehicle and the rental company (Auto One) have not returned the deposit taken on my credit card. When I called to ask about return of deposit they hung-up. I am now raising this with my credit card company as a fraudulent take. "
" It wasn't clear that you are brokers and do not have a desk either at the airport or off-site. When we called the contact number and managed to arrange a pick-up we found ourselves being driven to an industrial unit. The car pick-up was protracted and very unclear and delayed us significantly. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 7
VENICE, IT - Reviewed by ANDREA - 08 June 2024
" See above "
" The hire was good, however, they never replying back to me sending my invoice for administration fees due to 'multa' and never replied about receiving this at my home address. Disappointing! "
Value for Money: 10 Efficiency of Counter Staff: 8 Expediency of Drop-off: 8 Condition of the Vehicle: 9
NAPLES, IT - Reviewed by KATIE - 06 June 2024
" Not happy with the service at all "
" I would like to make a formal complaint "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
BERGAMO, IT - Reviewed by JOHN - 06 June 2024
" Very unsatisfied "
" Terrible experience. Car broken down after 5 minutes. Very dissatisfied with "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
FLORENCE, IT - Reviewed by JAMIE - 04 June 2024
" As above. So slow and unprofessional. Very friendly until they couldn't upsell the level of protection. I then got talked over and felt I got treated differently after that. "
" Waited an hour at the premises to even speak to the staff who were so slow with each customer. Everyone complaining and getting agitated. Was told an external inspection would take place but the staff didn't do it so I don't it myself because of previous damage and didn't want it to come back to me. We just wanted to leave after being there for over an hour. "
Value for Money: 10 Efficiency of Counter Staff: 1 Expediency of Drop-off: 10 Condition of the Vehicle: 4
PISA, IT - Reviewed by PAUL - 02 June 2024
" We would have appreciated you working with firms that aren't scammers. Please see above. We would welcome our money back so we do not need to take this matter further. "
" They had an unfair term in the terms and conditions of the contract which required me to have an international driving licence to rent, without alerting me in advance of the term. None of the major reputable firms required an international driving licence. We were refused a car so we went to hertz instead. We would welcome our money back so we do not need to take this matter further. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
BERGAMO, IT - Reviewed by GERALDINE - 31 May 2024
" Overall poor, which is a shame. The voucher details re where to collect the car were incorrect - didn't take into account the works at airport so was a miracle figured out where to go and get the transfer bus (the name of which also didn't feature in the voucher). Called AutoEuropa from airport to check where to meet transfer bus, as it clearly wasn't outside pharmacy and they told me it was (which was incorrect). Certainly made pick-up stressful. Have used AutoEuropa before but would be loathe to again. "
" Unbelievably inefficient counter service, both at drop off and pick up. Lots of staff working but without any organisation. Whilst pick-up was slow the drop off was even slower. Staff were pleasant though. "
Value for Money: 10 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 9
PISA, IT - Reviewed by MUKESH - 29 May 2024
" You are a scam company. You Directors should be ashamed to treat working people this way. "
" You are the worst corrupt lying company ever. I was forced to take your insurance at £280 for a car hire that cost me £58. Your staff forced to buy this insurance when I already had purchased one from UK. YOU ARE THIEVES. You ruined our holiday. When I return the car they say I have done a 1 cm scratch on wheel trim and they charge me €300 euro for it. I went on holiday first time to Italy with my very sick wife and you not only cheated me but also the 3 poor Brits behind me. You are thieves. Stop this immediately. I hope one day the same happens to you and you will understand how it feels. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 7
BERGAMO, IT - Reviewed by MERVYN - 28 May 2024
" Would hire again. "
" Office was in a hurry to shut when I arrived at 23.20hrs. Due to close at 23.00hrs. Agent waited for my arrival to let me get the car. It was wet and dark, so couldn't really check over the car. Sti waiting for my deposit to be returned. Car returned Sat now Tue, should have been movement on deposit. Car wasn't checked over on return just took the keys and stayed in office. No paperwork handed over on pickup or return. "
Value for Money: 10 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 8
PISA, IT - Reviewed by DAVID - 18 May 2024
" See above. I will be actively telling people to avoid your services so they don't experience the same problems I did. "
" It was a wholly unsatisfactory and upsetting experience. Firstly the instructions on how to find the rental were woefully inadequate as we're the signs at the airport. It took my pregnant wife and I over 40 minutes to locate the shuttle which took us to the airport. We would nearly have missed this as it arrived and departed from a parking garage opposite the airport taxi rank. When we got to the rental place we had to wait over 2 hours to be served. My highly pregnant wife had to sit down outside as she is unable to stand for that amount of time and the seating area was full of employees smoking. Once it was eventually my turn to collect the vehicle I was informed that due to having a British driving licence that I would need to pay for extra insurance as the insurance I paid for online 'didn't count". I was quite upset by this information as it was contrary to usual commercial practices. They point blank refused to refund us despite new terms and conditions being sprung on us at collection point. After discussing it briefly with my wife we decided that as we wouldn't be refunded and we needed transportation that we should go ahead with the rental. When we got into the rental car the gears were grinding and slipping out of gear in the car park. I turned into the road and after driving for less than a minute then front tyre exploded. I pulled over safely and got the warning triangle out. My pregnant wife and I then walked with our luggage back to Suprice. We explained what had happened and had to wait another 40 minutes before we could sort our rental. Whilst we waited we inspected the other vehicles and were surprised to see that most of the tyres had been worn nearly to the wire. Most of them would have failed an MOT. The experience with our rental car, the condition of these vehicles and hearing the complaints of other customers talking about their broken down cars and the discompassionate way they were treated broke all our trust with the company. We therefore asked to cancel our rental and were shocked that they refused to refund us the added insurance which had been added last minute. I have never been so upset and disappointed with a company before and I have already passed my disappointment on to easyJet that they use Surprice as a choice for their airline. I have emailed Surprice requesting a full refund and they haven't even had the decency to reply to my email. I have contacted my credit card company as frankly the whole experience feels fraudulent and deceptive. I feel like I have been taken advantage of as a customer and my pregnant wife's safety was put at risk during our final holiday before the birth of our first child. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
CATANIA, IT - Reviewed by GAETANO AGATINO - 08 May 2024
" Professional staff "
" Professional staff "
Value for Money: 10 Efficiency of Counter Staff: 10 Expediency of Drop-off: 10 Condition of the Vehicle: 10
NAPLES, IT - Reviewed by DANIELE - 07 May 2024
" Horrible . Plus Check in and check out is a long waiting and also the procedures the process is to long not clear at all . I am extremely disappointed "
" Bad "
Value for Money: 2 Efficiency of Counter Staff: 2 Expediency of Drop-off: 1 Condition of the Vehicle: 8
OLBIA, IT - Reviewed by MATTHEW - 04 May 2024
" 45 minutes wait to drop the car off. Was told that everything was ok. Then the next day they charged my credit card £70.37 and they have not yet returned the deposit of £773.82 "
" 45 minutes wait to drop the car off. Was told that everything was ok. Then the next day they charged my credit card £70.37 and they have not yet returned the deposit of £773.82 "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 7
PISA, IT - Reviewed by JOHN - 22 April 2024
" Looked like a scam shop where 3 customers were all charged extra before picking up the vehicles. "
" Pick up experience was dreadful and it was hidden in the small print that I needed at IDL "
Value for Money: 4 Efficiency of Counter Staff: 3 Expediency of Drop-off: 10 Condition of the Vehicle: 8
MILAN, IT - Reviewed by LUIGI - 16 April 2024
" It could not have been any worse. "
" Total nightmare. No car supplied at pick up. Ongoing dispute. "
Value for Money: 5 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
ROME, IT - Reviewed by KENNETH - 13 April 2024
" Had initial misgivings at the start but it was otherwise a reasonably good experience with (as yet) no Goldcar sting at the start or after the rental. "
" Once we found their shuttle pick up point and contacted Surprice, we waited about 10 minutes for our transport. The off-site location was spartan. I was disappointed to find that the tank was not full - though I was told to refill it to the same level. Naturally they made on the deal because I returned it with more than I collected it with. Vehicle (Toyota Yaris Cross Hybrid) was otherwise fine. Interior windows were dirty - a common failing with rental companies. Return was casual to say the least. Usual "Italian queuing" as someone else, to drove in later, was booked in before me. Luckily we were in no great rush. When the car was inspected, the gentleman was more interested in his conversation (from the driving seat) with a colleague than progressing the fuel check. He then told me to get in the (almost full) shuttle bus, rather than request that I "sign" his iPad. Document said that I didn't wait - when, in fact, I was present until I got the verbal OK. "
Value for Money: 8 Efficiency of Counter Staff: 9 Expediency of Drop-off: 6 Condition of the Vehicle: 7
NAPLES, IT - Reviewed by VALERIE - 09 April 2024
" see above "
" you need to be aware that this is a very basic service what you pay for is what you get when you arrive at the airport there will be no shuttle to pick you up they insist that you find you own way to the police station - which doesn't exist - i checked with the airport information desk if you have much luggage and you need to be collected do not use this company - it's too stressful similarly on the return journey i was left nowhere near departures it's fine if you're young, fit healthy & strong, but for old biddies like me, a bit more accessibility would be helpful top marks to the guy on the phone who spoke to me & gave me much reassurance in a stressful situation disappointed - and as for a car with no hand brake!!!!! that took me nearly 2 weeks to get used to !!!!!!! "
Value for Money: 10 Efficiency of Counter Staff: 8 Expediency of Drop-off: 6 Condition of the Vehicle: 7
TURIN, IT - Reviewed by DOUG - 26 February 2024
" The car we rented had a very unpleasant odor, which greatly detracted from our experience. Despite our discomfort, we had to wait for a minibus to transport us back to the airport, further prolonging our inconvenience. Overall, our rental experience was extremely disappointing and left us with a negative impression. "
" We will never use Auto Europe again! The reasons are as follows: the hidden costs for insurance, which were not disclosed in any of the paperwork. We were informed that this was due to the UK not being a part of the EU, which I now know to be untrue. This amounted to an extra £200, which we had not budgeted for "
Value for Money: 3 Efficiency of Counter Staff: 2 Expediency of Drop-off: 10 Condition of the Vehicle: 5
MILAN, IT - Reviewed by JON - 21 February 2024
" I have no issue with Auto Europe, your website was very efficient and communication on the booking was good. I would recommend you do not use Surprice again though due to their sharp practices. "
" I collected the car from a very dark area of the carpark so was unable to do a full external inspection. However, I assumed the car would be in good order. When I returned the car, after parking it in the same place I had collected it, I was then told to park it under the bright lights by the office. While being inspected the member of staff then highlighted a mark on the wing mirror that I'd not noticed before and would not have been visible when I originally collected it in the dark. They have then charged be £80 for this damage. This poor service, unwelcome customer service and charge make this one of the most expensive and poorest experiences I have ever had with a hire company. I will not be using them again or recommending them. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 3
TURIN, IT - Reviewed by NEIL - 21 February 2024
" I rang customer services and a very offhand woman told me it was on page 4 of the Ts & Cs. "
" This was the stuff of nightmares. An off-airport pickup. Wrong directions in the documentation sent. Finally found my way there only to be told I needed an international driving license. This may have been buried on page 4 of a Ts & Cs and cover the arses of AutoEurope and Surprice but it would've been nice to point out during the booking process. I was told it was illegal to drive and yet was offered insurance that would cover me for several hundred pounds. On saying no, this continued to reduce until about eighty pounds. Like a market trader. This was a complete rip-off and I wouldn't accept the risk. I left there without a hire car and about £40 down (with the excess insurance). Absolute crooks. "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1
MILAN, IT - Reviewed by JULIAN - 18 February 2024
" It seems Surprice is a cover company for Auto 1 who the car belonged to. I do not think you should be partnered with dodgy companies like this. "
" Awful. No one collected us from the airport at the scheduled time. The phone number wouldn't connect from either of our UK mobiles. It did work from an Italian's phone who kindly called on our behalf and they collected us after an hours wait. The car had damage all around. Lots wasn't marked on the sheet so had to be added. We couldn't spot every minor scuff in the dark. Luckily we took a video of the car on collection despite it being dark. When we returned the car they wouldn't take us to the airport until they fully inspected it. They tried to charge us for various bits of pre-existing damage which they claimed was new. When we disputed it they said we had to prove it was there. Fortunately despite the poor quality of the video at night all the pre existing damage was just about visible and they reluctantly agreed. It was a complete scam attempt. I have not experienced his in 18 years of hiring cars in Italy through you. In addition as soon as we left after collecting the car the fuel gauge dropped so was not full. Warning lights also came on relatively quickly to say ad blue had run out with less than half a tank of fuel used. "
Value for Money: 7 Efficiency of Counter Staff: 5 Expediency of Drop-off: 1 Condition of the Vehicle: 4
NAPLES, IT - Reviewed by RENATO - 08 February 2024
" Nightmare "
" They are not at the airport. Fuel tank half empty. Advertising on the car. Unacceptable Tyres pressure down. No transport to the airport. They did not accept the damage covered I paid to AE. Absolutely unacceptable all "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 10 Condition of the Vehicle: 3
VENICE, IT - Reviewed by MATTHEW - 05 January 2024
" Worst thieves ever come across "
" Do not use. They forced me to get insurance 10x price of the rental. Total con artists. Then took another euro300 and haven't given it back. Should be removed "
Value for Money: 1 Efficiency of Counter Staff: 1 Expediency of Drop-off: 1 Condition of the Vehicle: 1