SURPRICE RENT A CAR CAR RENTAL REVIEWS

The order amount was 47.50, but I paid 69.74 at the store. Now, looking at the invoice, everything is written in English except for an extra charge [cleaning fee] which is deliberately written in Italian.

The car rental company had many customers, which resulted in a long wait of an hour and a half to pick up the car. I was forced to purchase an 88 Euro insurance as the staff did not recognize the insurance bought on Zuzuche.

Professional and polite customer service, very enthusiastic.

The service attitude was extremely poor, the waiting time was very long, and the staff were slow and inefficient. When returning the car, I waited for more than half an hour, but no one came to assist. I communicated with the staff, mentioning that I needed to catch a flight and hoped they could expedite the process, but the staff rudely told me that missing the flight was my problem and that I should have allowed enough time for the car return. I had already waited for more than half an hour; how much more time is considered sufficient? This was the worst car rental experience I've ever had abroad. Additionally, when I picked up the car, it had long scratches and dents. I mentioned this to the staff, who said it was fine, and I did not record it, assuming they had. However, they hadn’t noted it either. When returning the car, they tried to blame me for the scratches. Thankfully, I had purchased full insurance, so they stopped arguing when they saw my coverage. If not, it would have been another hassle. I highly do not recommend this car rental company! Regarding insurance: although the rental fee seems cheap, buying full insurance on-site is double the price compared to purchasing it online. I didn't buy it online and regretted it greatly.

The service attitude was extremely poor, and the waiting time was very long. The staff were slow and inefficient. When returning the car, I waited for over half an hour and no one came to assist. When I communicated with the staff that I had to catch a flight and hoped for quicker service, they rudely told me that missing my flight was my problem and that I should have allocated enough time for returning the car. Come on, I already waited for more than half an hour, how much more time is considered sufficient? This was the worst car rental experience I've had overseas, bar none. Additionally, when I picked up the car, there were long scratches and dents. When I mentioned the condition of the vehicle, the staff said it didn't matter. I was a bit careless and didn't document it, but it turned out the rental company didn't note it either. When I returned the car, they claimed the car body was damaged. Fortunately, I had purchased full insurance, and when they checked my insurance details, they stopped talking. Otherwise, I likely would have had to argue endlessly. In short, I highly do not recommend this car rental company! Regarding insurance: although this rental company has cheap rental fees, buying full insurance on site is twice the price compared to buying it online. I didn't buy insurance online, which turned out to be a costly mistake.

Lisbon location is a scam. When dropping off the car, they charge us for a microscopic spot on the edge of the door which was already there when we rented it out. It wasn't even visible, other clients agreed with us that it wasn't visible but the attendant told us it was our fault and charged us. Either we pay that amount or they will charge us more. Luckily we had the insurance from QEEQ but also from our credit card so we managed to get it back. But be very careful when renting from this location. I had rented from the Pisa location and all good.

When picking up the car, they try to sell additional insurance. If you decline, their attitude immediately worsens. The vehicle provided was not of the same class as the one booked.

Satisfied.

Good service, they offered insurance but didn't push when I declined.

Extremely frustrating, they forced additional sales. After an accident, they charged 1200 euros but refused to provide a repair list.

The staff's attitude was very good. However, when I was charged a 1200 Euro deposit, I repeatedly confirmed with the staff that it was a 'freeze'. The staff also repeatedly confirmed that it was just a freeze. A few days later, I found out that this amount had been deducted. After returning the car, I learned through the rental car customer service that it would take one or two months to get the deposit back.

Satisfied

The pickup instructions mentioned free shuttle service from all terminals, but this was not the case. While waiting at the designated spot at T4 and calling, I was told a shuttle would come but after waiting 35 minutes and calling again, I was informed that only T2 and T3 had shuttles. After going to T3, I was then directed to T2. It took another 15 minutes after a final call for the shuttle to arrive, with the whole process taking 2 hours!

Highly satisfied

This has been my worst car rental experience abroad in the last ten years! 1. Difficult to find the store. The actual brand and logo of the store were completely different from what was shown on the rental platform! It took me half an hour just to find the place! 2. The staff were extremely inefficient! A local Italian ahead of me said they had been waiting for an hour and a half without being served, despite there being only three staff members serving just two clients. The staff were joking around instead of working. While I understand that Italians can be laid-back, I’ve visited Italy four times and never seen such behavior at a customer-facing position! I also had to wait about an hour and a half to get my car! 3. The staff were rude, their English was poor, and they talked roughly. Since I didn't buy their insurance, they deliberately gave me a large car. I booked an Audi A1 class vehicle but received an Opel Grandland SUV instead. Other white customers received small cars. It felt like deliberate harassment or racism. The roads in Sicily are narrow, and driving a large car is difficult. They did this because I refused their insurance. 4. The staff accompanied other white customers to pick up their cars and informed them of existing damages. When it was my turn, they just handed me the keys and told me where the parking lot was. Other customers after me were also accompanied by the staff, but they skipped me! 5. The most disgusting part! Because I didn’t buy their insurance, they charged me a deposit of 1200 euros. I picked up the car on April 11 and returned it on April 17. On April 13, I found out that the transaction had been processed, not just pre-authorized! I immediately contacted the rental platform's customer service, who contacted the car rental company, and they said the deposit would be refunded upon return. When I contacted customer service again on April 16, the car rental company claimed the deposit had been refunded on April 16, which is impossible since I hadn't returned the car yet! The staff were lying and acting like a bunch of scammers! When I returned the car on April 17, the staff said there were no problems with the car and that the deposit would be refunded in 2-3 days. It’s now April 28, and I haven't seen any trace of the deposit! I contacted customer service multiple times; now the car rental company insists it was a pre-authorization, not a charge. They don't acknowledge the screenshot and bank statement I provided showing the amount was deducted. This is completely false. If it were a pre-authorization, they would need to cancel it, but they can't because the amount has been charged. This has been going on for half a month! Is this rogue car rental company trying to swindle my 1200 euros???!!! I reserve the right to expose this in the media, report to 12345, and file a police report!

This has been the worst car rental experience I have had in the past ten years abroad! 1. The store was hard to find. The actual brand and logo of the store were completely different from what was shown on the platform! It took me half an hour just to locate it! 2. The staff were extremely inefficient! An Italian customer ahead of me said he had been waiting for an hour and a half and still hadn't been served, while there were only two groups of customers being attended to by the three staff members. The employees were chatting and fooling around while customers were left waiting. I can understand a certain level of laid-back attitude in Italy, but this was my fourth time in Italy, and this was the first time I'd seen such behavior! I also waited about an hour and a half to get my car! 3. The staff had bad attitudes, poor English, and were very rude. Because I refused to buy their insurance, they deliberately gave me a large car instead of the A1-level car I booked, and I believe it was an act of racial discrimination. All the other white customers got smaller cars. They know the roads in Sicily are narrow, making large cars difficult to drive. To make it worse, they didn't accompany me to inspect the car while they did so for other customers. 4. When I saw other white customers, the staff would accompany them to pick up the car and point out any damages. When it was my turn, they just handed me the keys and told me where the parking lot was. Even after me, customers were being accompanied, but for some reason, I was skipped. 5. The absolute worst part! Because I didn't buy their insurance, they charged me a 1200 Euro deposit. I picked up the car on April 11 and returned it on April 17. On April 13, I noticed the transaction was already processed, not just pre-authorized! I contacted the platform's customer service immediately, and they said the deposit would be refunded after the car was returned. When I contacted them again on April 16, the rental company claimed they had already refunded the deposit on April 16, a day before I returned the car, which is impossible! On April 17, when I returned the car, the staff said there were no issues and that the deposit would be refunded in 2-3 days. As of today, April 28, I still haven't received my deposit. Despite multiple contacts with customer service, the rental company now insists it was a pre-authorization, not a charge. Even with my bank statement showing the amount has been debited, they refuse to acknowledge it! This is outrageous and dishonest. If it was a pre-authorization, they should be able to cancel it, but they cannot because the transaction was an actual charge. This has been going on for half a month! Does this scammy rental company intend to steal my 1200 Euros??!! I reserve the right to expose this in the media, file a complaint, and report to the authorities!

I really do not understand why collecting a rental car takes so long, if I find a provider that can greatly reduce the wait time then they will be my company of choice

Qeeq was excellent, no problems at all.

It was quite good, no queues upon arrival. The process started immediately. I read in other reviews that there could be up to a 3-hour wait, but there wasn’t any. The prices were very cheap, and although they did try to sell insurance, you just need to tell them you don’t need it. The staff were also nice; they understood we didn’t need the insurance and didn’t push further. I didn’t see any signs of racial discrimination as some reviews mentioned. Everyone finds their own car, and it seems like they don’t have many staff in the first place. The cars given out were all SUVs; the person before me, who was white, got the same. The deposit was 1200 euros, which was just a hold and not an actual charge; as long as the car was returned in good condition, the deposit was refunded directly. I was quite worried after reading the reviews, but everything went very smoothly, and the vehicle was also good.

It was pretty good, no queues upon arrival. The process started right away. I had seen comments about a 3-hour wait, but that was not the case. The prices were very affordable. They did try to sell insurance, but you just need to say no if you don't want it. The staff was decent, understood we didn't need insurance and didn't push it. I didn't notice any racial discrimination as some comments suggested. Everybody finds their own car, and it seemed like they didn't have a lot of staff. Everyone got SUVs, including the white person in front of me. The deposit was 1,200 euros, but it was just a deposit, without charges. The car return inspection was smooth, and we got our deposit back without issue. I was a bit worried after reading the comments, but everything went smoothly, and the car was in good condition.

Quite satisfied