Surprice AutoOne rental is hands down the worst rental company I’ve ever experienced. The staff are incredibly rude and their toxic environment was palpable with all employees. As I was waiting to pick up my car, the conversations between the employees regarding customers was outright rude and oftentimes degrading. The employees, discussing a customer waiting to be picked up at the Florence airport included several Italian swear words in describing the customer. They did not communicate a change of location in Florence which meant walking 10+blocks with suitcases to their new location. When I mentioned this, they blamed the brokers for not telling us. Nothing was their fault. They proceeded through the transaction and tried to increase the security deposit to EUR1200, despite my contract stating EUR900. They said the contract was incorrect. Adding to that, even though we had opted in for the additional insurance coverages, they said that this was through the broker and that in the event of damages, we would be liable for payments and then it was up to us to work out compensation with the broker. That’s not how any of this works. They were horrible. They made you sign the agreements after the payment had been processed, at which time you can start to read the fine print in the AutoOne contract. They reserve the right to charge for frivolous fees like not topping up fluids, car cleanliness etc. So you sign a rental agreement, because you’ve already paid, then they give you the terms to which you paid. It’s a pressure tactic made to lock in the rental. Additionally, their requirements for customer identification are intentionally misleading. What they tell you at the desk is not what is in their terms and conditions. Car was issued with no washer fluid (replaced at my own cost) Upon returning the car, I demanded all paperwork I could access including the return damage report. They reluctantly agreed after a lot of repeated asking and demanding from me. They also stated that the deposit would be returned within 3-4 days. It’s been 8 days now and I’ve yet to see the deposit. I’m disputing the transaction with my bank as I find they’re much more responsive. Bottom line - do not use AutoOne. Do not use Expedia to rent a car. Avoid this shady business. Update: the link to their feedback site doesn’t work. https://autoone.it/en/nps.php?crmid=5341137