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Difficult Return Experience, Abuse of Authority & Failure to Honor Verbal Agreement at Galdieri Rent

I rented a vehicle from Galdieri Rent a Car at Bergamo Airport (BGY) for a long period, carrying out several successive extensions. Although the car was in good condition and the initial rates were competitive, the return experience was extremely unpleasant and unprofessional.​I requested an extension of the return time from 12:30 PM to 8:00 PM on the final day due to my delay flight. The agreement was established over the phone with a company agent. Initially, a fee of €43 was mentioned, but given my status as a long-term customer, the agent verbally agreed to waive the fee and promised to make the necessary changes in the system.​On the day of the return, I was contacted by the company and informed that no agreement existed in the system. They then demanded I pay an entire extra day's rental for a few hours of delay—an unreasonably high charge. The company initially refused to honor the agreement, and repeatedly told me I had no proof of the conversation. After I sent them a screenshot confirming the discussion took place, the agent then argued that I had no proof that they explicitly agreed to waive the fee. I felt this constant refusal and insistence on the lack of proof was an abuse of authority and deeply humiliating as a customer.​When I tried to explain the situation over the phone, the agent abruptly ended the call, stating: "Either you bring the car back in one hour, or you pay an extra day," and then hung up on me.​It was only after a formal escalation of the situation through written messages (WhatsApp), where I requested managerial intervention and pointed out the failure to comply with the agreement, that the company reversed its decision and confirmed that I would NOT have to pay the additional fee, finally apologizing for the "misunderstanding."​While the issue was ultimately resolved, the process was stressful, time-consuming, and required firm intervention on my part to enforce an already established agreement. This incident highlights a severe lack of professionalism in internal communication, customer treatment, and honoring promises at the agency level.

Date of experience: Nov 15, 2025