“Booked this rental car online prior to our trip, and didn’t read any reviews as we booked through a third party (economy bookings) so assumed it was legit. We got to the airport and could not get ahold of the rental company, including after multiple multiple phone calls. They have no clear address or pick up area for their van. We had already paid, but had to book with another company. I then read multiple other reviews of this company detailing the same issues with being scammed and never being able to contact or pick up their vehicle. Would highly highly recommend against!”
“Guten Tag
Zitiere Nachricht an DoYouItaly;
Wir hatten bis heute gute Erfahrungen auf der Plattform gemacht. Leider machten wir diesen Samstag am Flughafen Bari (IT) eine schlechte Erfahrung über die Plattform. Wir wurden auf einen Drittanbieter: Surprice (gemäss AGB) verwiesen. Am Flughafen wurden wir nach 2 Std. warten von niemanden abgeholt und der Support nahm auch kein Telefon entgegen (siehe Anhang). Nach 15 Minuten wurde immer wieder aufgelegt. Wir werden eine Rezension schreiben und Anzeige erstatten. Verlangt werden die Kosten des neuen Fahrzeuges inkl. Wartezeit.”
“Worst ever in Pisa !!!
Avoid at any cost !! Office ist far away - No organization - Not enough staff - completely unprofessional.
Charge for being late - dont answer the Phone.
Italian hell !!!!”
“Avoid. This company are thieves.
We had a delayed flight and had to pick up our car the next day and they canceled out contract. This despite me calling them multiple times to let them know of our delay.
Their shuttle connection details were also incorrect which added to delays”
“Would never use this company again.
Landed at Heathrow at 2:50pm started to call SurPrice car rentals at 3pm on both numbers provided didn’t get an answer.
Made our way to the pickup point final got through at 3:40pm told a driver would arrive within 25 minutes.
Finally got to the office, loads of unhappy customers in the foyer, had to wait ages to be dealt with.
They took my payment via credit card but then the same credit card wouldn’t work for the bond PIN not working.
Had to take out another booking in my partners name, after we left 2 hours later we realised we had then been overcharged.
Emailed them with no response.
Took the car back a day early so that we didn’t have to stress about getting our flight on time.
We were told that they weren’t sure why we were charged an upgrade as we had originally booked a Ford focus or similar and ended up with a Citroen C.
After more emails we were then told as we had arrived late the original car had already been hired out….
Still waiting for the refund for the payment we made prior to the same card being declined.”
“The worst experience ever, we have been waiting over 35 days for our deposit refund of 900 euros and no one is contacting us in regards to this. I have sent several emails and had no response.
Do not use this rental company because you wont get your money back!!”
“Surprice, Heathrow - Simply avoid this business & due your research.
Car rental business is a scam to obtain money by deception - unjustified insurances, fake damage reports, holding deposits, no complaint resolution procedure or customer care.
Do not use them & don't give them access to your credit / debit card which is impossible when hiring.
Please, please, please go elsewhere t& use a reputable car hire business”
“booked my car through Surprice car rental in Rome, received car from Autone stickers all over the car (its like a magnet with message "break in - im a tourist" , Never received my 1200 euros back for deposit, Surprice refers me to Autone no one is getting back to me.”
“DO NOT BOOK!
I repeat - DO NOT BOOK.
We booked online via booking.com
No warning, no email that their location has changed and are no longer in the airport. After going around outside the airport getting lost on a VERY HOT day, we found out they no longer operate in the airport.
There was no apology. No consideration. They left us to our own devices to rent somewhere else with no refund. No compassion. They don’t care. DO NOT BOOK.”
“Stay away at all costs!!
I received a car with low tire pressure, they filled it with air and convinced me it was normal.
The next day I filled the air again and a few days later the tire exploded in the middle of a drive!
They took 910 euros from me for the repair and brought me a replacement vehicle from a lower category without being able to exchange it afterward.
Beyond the payment, they took 900 euros from me as a "deposit" which was withdrawn from my account. Two months have passed and the money still hasn't been returned to me despite many requests.
Now they took another 60 euros to inform me about the parking ticket (that I paid in the same day I parked).
For your safety and money, don't rent from them!”
“Terrible Experience - Avoid at All Costs!
Rating: ☆☆☆☆☆
I recently had a profoundly disappointing experience with Surprice Car Rental, and I strongly advise others to avoid this company.
We booked a car through DoYouItaly and paid a deposit of €156. Upon arrival, we were informed that our booking was canceled because we were supposedly late to pick up the car. To make matters worse, they demanded an additional €400 if we still wanted to get the car. This felt like a blatant attempt to scam us.
When we contacted DoYouItaly for support, their response was shockingly unfriendly and dismissive. The representative told us it was our problem and sarcastically wished us a lovely holiday. This level of customer service is unacceptable.
Surprice Car Rental has a 1-star rating for a reason. Their unprofessionalism and deceitful practices are unacceptable. Save yourself the hassle and choose a more reputable car rental company.”
“De volgende keer dat ik bij surprise rentalcar huur bepaal ik de gevraagde extra kosten, maar 2 km voor het terugbrengen gooi ik 1 kg suiker in de tank”
“So many additional charges no where mentioned. At the Fiumicino site, on top the car cost and Insurance which was agreed, I had to pay additional 22% Taxes and on top of all the VAT (IVA).
The satnav required a password so I could not use it. The Aircon was warking only at full blast. The windscreen wiper was not cleaning as too hold. The car dashboard was dirty of dry chocolate. I am still waiting for my 300€ deposit.
***DO NOT USE THIS COMPANY***”
“Never ever rent from them! Exact same experience as Matt, review below. Plus, they withdrawn the 1200 euro's deposit from my card, which I have to get back somehow. The deposit became a withdrawn, event hough the return contract stated no damages, full and clean! Never ever go here and DoItItaly, stop doing business with this company!”
“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”
“Surprice Heathrow UK - DO NOT USE
Would encourage anybody ripped off by this business in the UK to formalise your complaint via:
www.bvrla.co.uk
This business needs shutting down”
“I reserved a car in company "Surprice rent car" with automatic transmission for Lisbon trip in February (for June 1). I payed a deposit - 177 EUR. By the time I arrived (the flight was delayed) the car was gone. They could only offer a manual transmission car as a replacement, which I didn't feel safe to drive. I ended up renting a car at a different company and requested a refund of the deposit. The Guys (Customer Service) refused to refund me. Looks like it is their business style - to get money and provide no service.”
“Surprice Heathrow / Rentalcars UKl
Absolutely dreadful service - avoid Surprice UK / Heathrow at all costs
Do not bother pre-purchasing any insurance before arriving in the UK.
Surprice simply do not recognise any pre-purchased insurances and will not release your car until you had paid for additional insurance.
Its a scam - they ripped me off for $400 for a six day rental period.
Rental cars are just bad. They are aware of the scam and keep referring customers to Surprice.
Surprice will not respond to any written complaints, so please consider escalating your complaint by contacting UK consumer protection agencies / Vehicle hire regulatory bodies or ombudsman”
