Sicily By Car review: Customer service is ignoring my emails for the refund they owe me.

I was instructed by the associates at the Sicily by car at the Venice Marco Polo airport location to get in contact with costumer service in regards to my situation.

This was the start of my honeymoon vacation with my wife. My situation is as followed. I picked up my rental car on July 6th 2023 at the Venice Marco Polo airport location. On July 15th the “adblue” notification came up on the dash followed by the “engine power reduced” notification.

I called the Venice location to ask what to do in this situation. They stated that I needed to “adblue” and keep the receipt to be reimbursed by customer service. You will find this receipt attached to this email. I asked if I needed to be worried about the reduced engine power notification, and they said I could bring the car in to them to exchange it if I wanted.

As of July 15th 2023, we were in San Daniele del friuli and heading to lake como. When we reached Pordenone on the way to the Venice airport to exchange the car, the cars engine started to over heat. I immediately pulled into a parking lot and call the Venice location once again.

I was instructed to call road ride assistance and organize a taxi to the Venice location. I was informed that I would 100% be reimbursed for the taxi to the airport by customer service. This receipt will also be attached to this email for your records.

I called roadside assistance and was told a tow truck would be there within 40 minutes. After an hour of waiting I called them back for an update. When I called, I received an associate that was rude to myself and yelling at me that she did not understand me. She asked me to tell her the licence plate number and as I did they would interrupt me saying “what city”. I told her I did not understand her question. I asked to speak with someone else as she and I were not understanding each other. She then hung up on me. I called back and received a different associate and I was told that it would then be another 40 minutes. After over 2 hours, the tow truck arrived. My wife and I then took a taxi to Venice (which is out of the way of our current destination, lake como).

When we got to the Venice Marco Polo location the associates met us with hostility, anger and continuously interrupted myself and my wife when we would try to ask questions or get clarification on certain things. This got so bad that eventually while we were trying to ask questions the one associate stood up in the middle of us asking a question and just walked away and never came back.

I asked for confirmation that the tow truck company had communicated to them that our car was picked up. They said they received an email from the company that it had been. I asked if I could get confirmation of this in writing for my own records. The associates said they would not give me this and stated that “that’s how things might work in the US but not here”. I found this comment very insulting and unprofessional of your associates. I stated I was not from the US and that I just wanted to have confirmation from the company that they received the vehicle, i wanted this so that I would not be liable in the future for this car.

I then wrote out three pages of a Self Declaration Affidavit explaining the situation. This will also be attached to this email for your records. After this we received the keys to the new rental car and went to locate it. When we located our new rental, the dash had an orange wrench symbol on it stating it needed to be serviced. We went and located the Sicily by car working near our car and he came to look at it. He said that because it is not red it would be fine and that we can take it.

After all of this, my wife and I had missed many planned reservations in lake como (the very first day of our honeymoon).

Over the last two months I have been emailing customer service. In the first week, no one responded to me. After two weeks, they responded saying the car is under “investigation” at the mechanics and under they are done I cannot receive my refund. I continued to check in twice a week for about a month. No answer. I have now emailed almost every day from multiple emails. I have had zero response.

Sicily by car owes me over 200 euros and is completely ignoring me.