Vettura - autonoleggio / car rental Reviews 862

Reply from Vettura - autonoleggio / car rental

A day ago

Dear Freyson,
we’re sorry to read that your experience did not meet expectations.

Regarding the shuttle, it is designed to run continuously between the airport and our station, but at peak arrival times delays can unfortunately occur. This should never translate into confusion or stress for the customer, and we take your feedback seriously.

On customer service, we aim for a professional, clear and respectful approach at every step. If you felt the interaction was unhelpful, we regret that and we will use this comment to reinforce our service standards with the team.

About additional cover, we want to be very clear: our staff should explain the available options and what each one includes, but the choice must remain entirely yours. Any proposal should be presented as information and protection choices—not as pressure. If something in the conversation made you feel pushed, that is not the experience we want to deliver.

Finally, your suggestion to check and record the vehicle condition at pick-up is good practice for any rental, and we also encourage it: it helps avoid misunderstandings for both sides.

Reply from Vettura - autonoleggio / car rental

A day ago

Dear Kathi,
we’re sorry to read about your experience. As your review does not include any contract reference or the name on the rental agreement, we can only reply based on what is written here, without being able to verify the specific timeline and documentation of the two rentals.

Cash deposit / voucher information
A security deposit is not a “fee”: it is a temporary guarantee linked to the vehicle and the contract conditions (liability, fuel, extra days, tolls/fees where applicable, and any post-return checks). For this reason, it is handled through a pre-authorisation on a physical credit card in the name of the main driver/contract holder.
We do not accept the deposit in cash, neither for direct customers nor under any broker agreement, because cash cannot be managed as a controlled pre-authorisation, cannot be released through banking circuits, and does not provide the same traceability and standard guarantees required in rental operations. If you believe your voucher indicated that a cash deposit was possible, please forward a copy to customerservice@vettura.eu so we can verify the source of that information.

Regarding the statement that you were “forced” to purchase additional cover: our staff can explain available options, but the deposit method itself does not change—the deposit remains a pre-authorisation on the driver’s credit card as per the rental terms.

Damage “underneath the vehicle” / inspection approach
Certain lower areas of the vehicle are known to be more exposed depending on driving and parking conditions (ramps, curbs, uneven road edges, parking barriers). Our staff follow a structured return inspection and check typical critical areas as part of that routine. If it seemed like the employee “walked straight to the spot”, this does not mean the outcome was predetermined—it reflects an inspection method focused on the areas where issues most frequently occur.
When damage is found, the assessment is not based on assumptions: it is documented and quantified according to our standard process and damage tables.

Deposit release and payment of damages
A deposit pre-authorisation is released once the rental is properly closed and any open items are settled. If a charge is contested, it must be handled through the documented claim process; it is not a matter of “withholding money without cause”, but of closing the contract with all items accounted for.

Waiting times
We regret the long waits you mention. At peak times, arrivals can concentrate and operations take longer, but that should be managed with clearer coordination and communication.

If you want this to be reviewed on the basis of facts (reports, photos, timestamps), please contact customerservice@vettura.eu with the rental agreement numbers for both contracts, rental dates and the last four digits of the card used for the deposits. That is the only way to verify what happened and respond with the relevant documentation.

Reply from Vettura - autonoleggio / car rental

A day ago

Dear Jean Paul,
we’re sorry for the frustration this situation has caused.

A key point to clarify is how the security deposit works. The deposit is usually a pre-authorisation (a temporary hold), not a charge. Once the vehicle is returned and the closing checks are completed with no issues, Vettura sends the release request to the bank. This is typically done as soon as the rental is closed.

From that moment, the timing of when you actually see the amount available again is entirely determined by your bank and the card issuer’s rules (it can vary depending on the card type and your bank’s processing). Even after the release is requested, it may take 24–48 hours for the bank to register it, and then additional time for the funds to become visible again on your account. After we submit the release request, Vettura no longer has any control over the funds.

To allow us to verify your specific case and provide a concrete update, please write to

customerservice@vettura.eu

including your rental agreement number, and we will check the closure and the release request details from our side.

Reply from Vettura - autonoleggio / car rental

Nov 10, 2025

Dear Alex,

we are sorry for your dissatisfaction, but your description does not reflect how the rental process actually works. The requirement for a valid physical credit card in the main driver’s name is clearly stated at the time of booking and highlighted on your broker’s voucher. By confirming the reservation, you accepted these terms.

This requirement is not arbitrary: the credit card functions as a security guarantee for the deposit, allowing the pre-authorization of an amount to cover any potential damage, fines, or additional costs that may arise during the rental. Debit, prepaid, or virtual cards do not provide such coverage, and therefore cannot be accepted under the contractual conditions you agreed to.

When you arrived without a valid credit card, our staff offered an alternative solution so you could still begin your journey. Accepting that option was entirely your choice, not an obligation imposed by Vettura.

Before making unfounded accusations, we invite you to carefully read the terms and conditions you approve at the time of booking, as transparency is an integral part of our work and all information is provided in advance.