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.
They tried to charge me again for insurance and upped the cost I had prepaid by 4X. Avoid this place like the plague!
Make sure you have an international drivers license with you, because Surprise will not rent a car to you if you don’t unless you pay for very expensive daily insurance through them. Even though they refused to rent the car, they still charged us the full rental price. The directions for getting the shuttle at the airport were very vague and so finding the shuttle took us over an hour of asking people where to get it (no one knew) and what the shuttle looked like. The whole ordeal was a nightmare
Terrible customer service. Smoking on work
I found out from a taxi driver that the wrong address was listed on my car rental booking confirmation and there was no information about a shuttle/transportation to the location listed as the airport when it was actually somewhere else. I had to pay a taxi driver to bring me to a different address that a free shuttle should have. Beside that, the car worked great and wasn't very clean but otherwise highly functional. No mechanical issues and I was able to catch the shuttle back.
Hidden fees mounting to the thousands of dollars (no international drivers license fee), rarely answers phone, gives wrong information leading to wasted time, horrible experience
