maggiore.it

Maggiore/Smile Rental will leave you stranded in ıtaly

My family and I traveled to Italy this past winter for a ski trip in the Dolomite Mountains. We landed in Venice, didn't wait too long to get the car arranged through Maggiore (previous reservation), were pleasantly surprised to get upgraded to a Jeep Cherokee, and took off for our destination. The travel was fine, we arrived in good order, parked the car at the hotel and went in for the night. The next morning, the car would not start (possible dead battery). I called for service, and was told it would be several hours before the vehicle could be examined by the service company. As such, one of the family stayed behind while the rest went skiing. The service company collected the car (not a dead battery but a frozen fuel line), and departed, telling (through a translator) us that we needed to call Maggiore about getting a replacement. I did so, and was told I either needed to return to Venice for the car or go to Bolzano, the closest office, for a replacement. Either trip involved traveling for 2.5+ hours, and at my own expense (via either limited inter city bus schedule or expensive shuttle transfer). I cannot emphasize the next point enough. MAGGIORE WILL NOT DELIVER A REPLACEMENT CAR TO YOUR LOCATION. Yes, you read that correctly. They will take a broken down car from the location, but will not return with a functioning car, you have to go to the nearest rental location (however far away it may be) to get a new car.
We were without a car for two days, but fortunately, the ski area was within walking distance, and an infrequent bus serviced the town. I was told I could get the car from the service center which was in a town 45km from where I was, and that I would be compensated for the trip (told this by both Maggiore and the service company, ACI Global). That cost €90 (four months later I am still waiting for this refund). I returned with the car at the end of the third day of our vacation, and we were able to use it for the remaining three days (not without some scares mind you).
After taking the car back to Venice and leaving it at the airport, I was told that Maggiore could not offer any compensation (either for the days lost or for the money it took to retrieve the car) as I had rented it from a third party ((external reference)). I have been working with the third party now to get compensation, but they, too, have been denied by Maggiore. The story, as it goes now by the manager of the Venice branch office, is that it is my fault and I should be charged an extra €180 for the repairs, but they are being nice and not doing so. Why is it my fault, you may ask? Well, it seems that with Maggiore, once you drive the car off the rental lot, the renter is responsible for any fuel-related issues. I was told it was my fault because I did not put the correct fuel in the car. Guess what, I didn't put any fuel in the car before it broke down. I received the vehicle with a full tank of gas, and used less than 1/4 tank to get to my destination. Later, after talking with the manager of the Venice branch office, he said I should have added appropriate winter fuel that first night before parking the car! Yes, so, despite the fact that Maggiore fueled the car, gave it to me with a full tank and sent me on my way without any warning, it is still my fault.
Maggiore's total lack of accountability for this is ridiculous, and it is a shame that companies such as [external reference] and [external reference] choose to partner with them given these problems and their bad reputation. I am a senior administrator for Europe's largest private school system, which also operates in Italy, Due to my bad experience I have had our procurement office in Italy forbid an rentals (for our student groups) from Maggiore, because they cannot be trusted to help stranded motorists. My wife is a senior lawyer for a global freight and logistics company, also operating in Italy. She, too, has directed their procurement team in Italy to not work with Maggiore. Maggiore stiffed me for nearly several hundred Euros (which I will never see), but at least maybe I can take some business away from them!

Date of experience: May 18, 2015