There was an Audi A3 in the garage, but they insisted on giving me a Citroen C3. How can that be the same? Moreover, they charged €71.54 and I still don't know if I can get it back. I returned the car with a full tank of fuel.
The staff at the service center were quite good. However, the phone support staff had poor English communication skills. They struggled to understand our descriptions, and we had difficulty understanding her spoken English. It took a lot of effort to finally arrange a tow truck, and when the tow truck driver arrived, he said it didn't meet the requirements for towing. We ended up wasting time in the middle of the night. Eventually, we had to drive the car with the replaced tire to the Milan store ourselves the next day.
The store location is easy to find and the signs are very prominent. Communication with the store staff wasn't very smooth as they only knew a bit of English. However, the service attitude was very good.
We picked up the car near Florence train station. The lady at the counter was quite rude and told us they didn't have any BMWs, only VW Golfs. When we contacted customer service, they asked to speak to her directly, but she refused to take the call and said, 'If you're not satisfied with our cars, you can go to another company,' then she moved us aside and called the next customer. We had to get a new number and wait in line again. The second lady was more polite and didn't mention different car models, but kept trying to sell us additional AVIS insurance. When we finally got the car, it was an almost new Alfa with only 2700 km on it. Returning the car at Milan train station was smoother; the staff were much friendlier, but the nearest gas station was 3 km away and privately owned.
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