Europcar Firenze Via Borgognissanti

We rented a car from this location from Feb. 1,2023 to Feb. 16, 2023. Everything went very well with the rental. We would like to compliment the gentleman named Yeti who helped us in the garage to pick up the car and to return the car. He was so helpful, polite and showed us excellent customer service. He was friendly and very professional in his work ethic. We look forward to renting from your company next May when we return to Florence! Great job Yeti! We look forward to your great customer service then too.

Worst car rental experience ever. I chose a premium car, that was given to us so dirty, with so many stains inside, it was disgusting. We had to wait for the car for 40 minutes to register and 40 more minutes to get the car (even though it was reserved). Keep in mind, it wasnt cheaper than competitors, paying 850 euro for 5 days.When 5 days later we came to return the car at the end of our trip, team would not service us and after 20 minutes a guy with a cigarette came up, got in the car while smoking..Awful and disgusting experience.

Extremely bad and rude service. Please do not use this place. I saw on the reviews some rather terrible reviews but I ignored them to my detriment. I was travelling with 3 kids and my wife all the way from Singapore.I booked a large station wagon with my credit card to collect the car at 10:30am right after my arrival from the train station. A few days prior I tried in vain a few times online on their website and app to change the timing to 2 hours later but both the sites just couldn’t go through. So when I arrived to the place 2 hours later on the actual day to collect the car the lady who attended to me without a smile, took 10 minutes and just passed me to a man who said “too bad your car has been cancelled. no more car for you today. You can leave now. Despite my saying they have taken my credit card to book the car they just ignored and serve the other caucasians. They said there is a 2 hours penalty clause which when I challenged them to show, couldn’t. They didn’t even try to help. Just bye and get out. I then I propose to book a new car at the very moment which they insisted fully booked. I had to stand still and fought because I have a family waiting outside in the hot sun. I insisted on them to show me the clause. Then the man went into the back office on the pretext to print out the clause came back and said they will give me the same car because I have a family. It seems now that they are not fully booked and the car that I had booked is actually available. This will be my last time with Europcar! And so will be anyone that I can tell my story to. Totally zero customer centric.

Checkout & pickup was a mess. Our car was not clean, 3 half-consumed water bottles, not sure how many napkins, and some leftover food in the car. We had to clean it out, nobody would help, it was disgusting.

Arrived to be told that they had no cars for us, too bad we missed our scheduled booking time, there is absolutely nothing we can do. We tried calling to let them know we had been delayed and got hung up on every time, we tried changing the booking time via the app and weren’t able to. The man at the Europcar office was so unhelpful, he wouldn’t even call other locations, his boss etc and was adamant there was no other alternatives. We went across the street to Avis who had us in a car in 10 minutes, without a booking because they went out of their way to help travellers who needed to get to Siena. We will never book with Europcar again.I went back to the office of Europcar after securing the car at Avis to ensure we hadn’t been charged, and the unhelpful man said actually he had called his boss and we could have a fleet car after all.The unnecessary stress he caused us because he was too lazy to pick up the phone… too bad, Avis was more helpful.

Rented a car for one week. At the time of checkout the office did not evidence any damage on the car. 6 months later I get a notice claiming a <10mm chip in the windscreen theoretically caused by me. They directly took the money from the credit card left as warranty. Really upset with the service.

Rented a car from April 28 to May 1st but due to our train being delayed we couldn't pick up the car on time and the location was closed. I was able to request change of pick up time over the phone to the next day without any issues. The staff were professional and I hardly waited 15 mins for the pick up. The return was similar with the car dropped off and 5 mins later received the email for statement of return. There was no hidden fees or fraudulent charges on my card after the fact. I would recommend this location but make sure to book in advance if you're looking for an automatic transmission

Even after pre booking and paying, the staff took almost 15 minutes to confirm everything, and almost made us pay the full amount again (luckily their system caught this mistake). Of course the try to upsell all the insurances. But the worst part was the return. The staff did not do an inspection of the vehicle before asking us to sign the contract before ever seeing the car, so no chance to detect any prior damages. The car itself was not too clean and the honk did not work. If you just want to drop off the car outside of the regular office hours (eg. 18:00), you can leave it at the garage across the street, but you have to pay an extra 20€.

It was easy to book, fetch and return the rental car with Europcar. The staff at the Firenze Borgogne branch were helpful.