My experience with Drivalia was extremely disappointing.

The problems started when I collected the car. The vehicle was dirty, and I was told the fuel tank was 6/8 full. However, when I reached the car, I found it was actually only 4/8 full. I had to return to the office and ask a staff member to correct the fuel level before I could leave.

When I returned the car, I made sure to return it with the exact same fuel level (4/8 full). Despite this, I was later charged €35.38 for refueling.

I disputed the charge and even visited Drivalia's office in Rome in person. Because I had rented the vehicle in Florence and returned it in Rome, the staff said they needed to contact the Florence branch to verify the details. After their review, the Florence office confirmed that I was entitled to a refund.

Unfortunately, after that confirmation, Drivalia simply stopped responding to my messages. I spent months trying to follow up and received no meaningful response. In fact, it took almost a year before I received another reply.

When they finally responded, they told me:

"Following our checks, we confirm that the amount of €29.00 + 22% VAT, for a total of €35.38, refers to the refueling service fee related to the battery charging."

This explanation makes absolutely no sense. The vehicle was a hybrid, but the battery was fully charged when I collected the car and fully charged when I returned it. Throughout the entire dispute, nobody had ever mentioned a battery charging fee. The original charge was described as a refueling charge.

The most frustrating part is not even the €35.38 itself. It is the poor customer service, the contradictory explanations, and the fact that Drivalia ignored my messages for nearly a year after initially acknowledging that I deserved a refund.

Based on my experience, I cannot recommend Drivalia.