Public refund commitment ultimately not honoured
The vehicle supplied was in very good condition, and I appreciated the complimentary pickup and return service.
Unfortunately, my overall experience was overshadowed by a dispute concerning the fuel level recorded on the rental documentation. The rental contract recorded the fuel level as "Carb Uscita 15/45", while a time-stamped photograph taken shortly after collection showed the dashboard fuel gauge at approximately three-quarters full.
Because the written fuel notation did not correspond with the dashboard gauge, I could not be confident what fuel level the company expected on return. To avoid the risk of an under-fuelling charge or refuelling fee, I refuelled the vehicle to 100% before returning it after driving approximately 85 km.
What disappointed me most was the way my complaint was handled.
In its public response to my Google review, management stated:
"We will investigate immediately and to resolve this promptly we will reimburse the €35 you requested once you send a copy of your fuel receipt and the rental contract..."
The same response also stated:
"A manager will also contact you within three business days to apologize personally and confirm the refund."
I supplied the requested documentation exactly as requested. No manager contacted me within the promised timeframe. Instead, Greta S.r.l. subsequently rejected my reimbursement request in full, relying on Article 5 of its rental conditions.
I then submitted a formal complaint through the company's registered PEC address (Italy's legally recognised certified email system). Although my correspondence was delivered and the business email confirmed it had been read, no further response was provided.
I appreciate that the company ultimately explained its contractual position. However, the discrepancy between the fuel level recorded on the contract and the fuel level observed shortly after collection was never addressed. I was also disappointed that the reimbursement which management publicly stated it would make upon receipt of my documentation was ultimately not honoured.
My advice to future customers is simple: before leaving the rental location, check that the fuel gauge matches the fuel level recorded on the rental agreement, and retain photographs and fuel receipts throughout the rental period.