The car rental location is easy to find, and the staff are patient. They did not actively push insurance sales. I proactively purchased full insurance, but the insurance document was sent a bit slowly. I had to call them to get it sent.

It's alright, the staff has a good attitude. There are some routine sales pitches, but that's understandable. They mentioned providing an Audi A6 wagon but gave us a Ford Kuga instead, which is quite different. However, since places in Italy are small and compact cars are easier to park, it's acceptable.

The rental company's service was overall very good, and the whole family enjoyed the self-driving trip.

Over 40 minutes to collect car. Insurance that was pre-purchased we were told was invalid so had to pay again. Card machine would not accept 2 x business credit cards for this payment so had to use personal debit card. We have attempted to get a refund for the initial pre-purchased insurance but have been told on numerous occasions that the booking cannot be found. Terrible customer service!

We picked the car at Pisa and staff gave us Florence branch address for drop-off. However once we got there to return the car the staff said drop-off is at different spot. It was underground carpark without obvious sign of the company so it took us 5 mins to circle around until luckily we saw staff with pink t-shirt. should at least put the company logo/ name at the car park entrance. All the staff we met however was very nice and one of them also gave us shuttle service to train station. The car was in good condition and we got complimentary upgrade.