Long story but it took us 2 hrs to get our car from the rental desk in Sicily. The rental company Maggiore did not have the car we booked i.e an estate car and therefore charged us for an upgrade saying we could claim back from Holiday Auto's. They spent over 4o mins trying to sell us the additional insurance which we refused as we had already bought insurance. On the paperwork they put the upgrade down as Insurance - clearly to get commission and this was not in english so we had to take his word for it. When we got home I tried to claim back the upgrade and Holiday Auto's refused as this was documented as an upgrade - no help whatsoever as to how I could escalate the complaint with themselves or Maggiore. They have basically washed their hands of it !! If they are recommending rental companies they need to ensure that these companies are not defrauding their customers, Disgraceful customer service - would never use them again. !!