Não consegui retirar meu carro alugado em Prato e tive que ir para Florença

As we agreed, were sending this email to formally file a complaint regarding the problems we faced while renting our car in Florence on September 6.

Heres a description of what happened (with supporting photos attached): We rented a car from Sixt precisely because of the companys reputationwe didnt want any headaches with car rentals during our trip.

According to our reservation (attached), we were supposed to pick up the car at the Prato location, near Florence. We made all the necessary arrangements and organized ourselves to be in Prato on timewhich involved waking up early, walking, and taking a train and a bus to the address specified in the reservation.

When we got there, it took us a while to find the Sixt location inside the mall, precisely because of a lack of information or directions. When we finally found it, the office was closed, with a sign in Italian explaining that it was closed, but with no information or guidance on where we should go or who to contact.

We managed to get some people who worked at the mall to help usthey mentioned an information kiosk in the parking lot. We went there and found no one there the kiosks screen asked for a PINwe looked in our email, in the app, and couldnt find it anywhere.

The man who worked at the mall was extremely helpful and lent us his cell phone so we could call Sixt support (we only had an international number).

After almost an hour of trying, speaking with about five different representatives, no one was able to helpI had to repeat what was happening many times. Some said there was nothing they could do, that the system showed the Prato branch was operating normally, that we should wait for someone to show up, or simply that there was nothing to be done. Others said they would check, and while I waited on the line, theyd transfer me and Id have to start all over again.

All of this happened right in the middle of the mall parking lot, with no assistance at all.

We were extremely disappointed; we wasted the whole day, were stressed out, sweltering in the heat, and received absolutely no support. Its absurd that something like this could happen being sent to another city, to a closed agency, with no guidance whatsoever, and having customer support treat us this way.

Our solution was to go back to Florence to try to go to the agency at the train station (the only one we knew). We went all the way back by public transportation, tired and hungry. When we got to the agency, we still had to wait in a long line.

Finally, you, Helena, helped usyou were the only one. You were extremely quick and efficient, gave us a car, and provided all the necessary instructions. However, by the time we found you, it was already past 3:00 p.m. (the car was supposed to be picked up at 8:00 a.m.).

In addition, some of the information we received from other employees was also confusingregarding the ZTL (I think we got a ticket fee), refunds, car type, etc.but nothing compared to the process of picking up the car in Prato.

In any case, we are sending this email to formally express our disappointment and to commend the service you providedHelena, manager of the Sixt branch at the Florence train station.

We look forward to a response and clarification from the Sixt team.

Thank you in advance!

Regards,

Aline and Carolline.