Complaint Rating:

My name is Ka Lok NG, a tourist from Hong Kong. I travelled to Florence and hired a car from Auto Europa during 17 to 18 June 2010. I selected Auto Europa because I thought it is a renowned car rental company in Italy, however I have been extremely disappointed about the service provided by it.

My car rental contract ref is XRF612336/09 (RA n. 2314479). I was provided a Fiat Bravo 1.6L diesel engine car by your office at Firenze Airport on 17 June 2010 evening. The staff there was helpful and I could easily get the car.

On the next day, 18 June 2010, I drove the car to Pisa and then to The Mall to the east of Firenze. After that, at around 15:30pm, I started the car and headed towards Siena along the highway. On the way, the engine started to give some strange sound. Then I stopped the car at a gas station and with the help from the gas station attendant called Auto Europa's 24H clients assistance (800-831010)at around 16:00pm. A lady answered the call. I told her the car's problem and she said a tow will be arranged and she also told me a taxi will be called to take me back to Firenze Airport and Auto Europa will pay the first 100euro.

I waited for 45minutes for the tow to arrive (16:45pm). The tow driver and the gas station attendant both think the car might be fixed at the garage, as I understood although they spoke in Italian, so I went with the tow to the garage at Colle di Val d'Elsa, because I also hope the garage could fix the car so I could continue my travel to Siena. However, the technician at the garage found the car could not be fixed and he helped to contact the 24H assistance again since I don't had a mobile phone workable in Italy.

Then the most disappointed came to me. I was told by the lady of Auto Europa's 24H assistance that no taxi would be arranged for me and she asked me to take a bus back to Firenze. Could you please imagine me as a foreigner visiting Italy, left in a unknown place due to the broke down of the rental car, and the people around cannot speak English although they are kind enough to give help, and Auto Europa's assistant lady was so cruel to tell me to get back to Firenze by bus!!! Was that a reasonable and responsible assistance to tourist by a locally renowned company? Had Auto Europa's UNHELPFUL assistant lady considered my difficult situation? I lost my time to visit and I needed to go back to Firenze by myself even I paid for the full insurance. It was so fortunate that the garage technician was so kind to give me a lift to the nearby bus station and helped me to buy the bus ticket. I finally back to Firenze at 21:30pm.

I had paid for 1 full day's rent for the car with full insurance but in turn I had only used it for less than 20 hours and finally I need to go back to Firenze by bus. I don't think that's a good service from a renowned company. Anyone would expect when the rental car broke down, another car should be delivered for the continuous use by the client. I guess this is reasonable since my rental car broke down at a place within half hour drive from Firenze.

I had sent my complaint to Auto Europa by so far I haven't received any reply from it.

Moverover, I just found that Auto Europa charged my credit card 2 days ago (after 2 months of the rental) for another euro3921.5!!!


It is really ridiculous that Auto Europa hasn't informed me and carried out such charge on my credit card.