I had a terrible experience with Surprice Car Rental. No one was at the airport meeting point as promised. After three calls, someone finally arrived 30 minutes late and far from the agreed location. The car didn’t have a full tank, and they demanded I pay for extra insurance that was double the rental cost. When I refused, they canceled my booking. An employee even admitted that management instructs them to overcharge customers for additional insurance and that they only rent to about one-third of their clients. Ultimately, I had to pay for a taxi to the city. This company operates like thieves and should be banned from booking platforms.
This is the worst company and would never recommend anyone to book from them. Firstly they forced me to buy collision insurance and didn't accept the coverage provided by my credit card. At the time of booking there was no such requirement and if it was mandatory it should have been told at the time of booking, considering that they are scamming people. Secondly, they don't record all the damages to car and ask renter to record video, I tried to show them few scratches and the guy said record video, later while returning one of the scratch was not clear in video and the guy seems excited to blame me for that scratch luckily I found another video on my phone in which those scratches were evident. Never rent from them and go for known brands. I have already raised complaint to priceline for refund of addition $200 that I had to pay at pick up but they are also not helpful though it is a mistake by both of them.
The pickup/dropoff part was a disaster. I waited at the FCO airport for “the shuttle” for over an hour, during which time I asked the airport info people where to find the shuttle and they couldn’t help, nor were we able to reach the rental office by phone. So I finally just decided to take a taxi to the office, which was an additional 40.00 euros that SurPrice refused to reimburse me for. Then I waited almost another hour in line at the office just to get my reserved car. The clerk barely spoke English and was rude. They did a terrible job of explaining the rental agreement and failed to give me any kind of print-out or email. Also, the vehicle was only 3/4 full, even though they told me “full to full”. I didn’t have time to go back into the office to argue with them, so I took pictures and left thinking maybe they would credit me when I returned the vehicle. I was wrong. When I dropped off the vehicle, it was basically the same experience which almost caused me to miss my return flight. In retrospect, I wish I would have just paid more for a car rental office located in the airport terminal.
No one at the desk understood english
We requested a vehicle that would accommodate 8 people. Surprice assured us the vehicle we rented would accommodate 8 people - it did not, only 7 people. Our rental agreement stated 4000km free and then 0.18$ thereafter. The car rental company said only 1400km were free and we needed to read “the fine print”. The windshield was covered with ice and snow. There was snow on the roof and hood of the vehicle causing it to blow off on the 401. The vehicle only had half a tank of gas. The windshield washer fluid container was empty. The car did not have a snow brush to clean the ice and snow off. This was incredibly dangerous as we rented the vehicle for a week in Toronto during Christmas. We had to purchase both windshield washer fluid and a snow brush. The car rental staff were rude and just shrugged their shoulders when we questioned the kilometre issue. They said they had no staff to clean the snow and ice of the vehicle despite 4 people sitting behind the counter watching a hockey game. Never. Ever. Again.
They tried to charge me again for insurance and upped the cost I had prepaid by 4X. Avoid this place like the plague!
