They now have two different locations in Florence and they told me you have to go first to the one on Borgo Ognissanti to take care of the paperwork and then you have to go to the parking facility at the Santa Maria Novella station to pick up and drop off cars there.
So I'm trying to figure out the path to avoid the ZTL.
I found this previous thread:
https://community.ricksteves.com/travel-forum/italy/renting-and-returning-car-firenze-europcar
What is confusing is there are links to the route to leave Florence after picking up and the route to return to Florence and the garage and avoid the ZTL in both cases.
Pick-up: https://maps.app.goo.gl/kFvCw5ev6FhD3byS6
Drop-off : https://maps.app.goo.gl/qYbZ93UDrEgF888R7
When I follow those links, they terminate at different places. The Pick Up and depart Florence link shows the garage exit facing south of the SNM train station.
But the return and Drop-Off link has you driving along the west side of the station and there's a garage entrance on Via Alamani, near a tram stop, which is to the west of the station.
Does the parking garage under the station where Europcar has their cars have entrance/exit points on different sides of the station complex? Does entering or exiting from one or the other get you to the same Europcar parking facility where they have you pick up and drop off cars?
I don't know why they don't move the office over to the garage. I have to go to Borgo Ognissanti on the morning of and then drag my luggage up to SNM. And they told me I can't do the paperwork the day before either, it has to be the same date that I pick up.
I considered canceling the rental and booking with another agency but there are complaints about all the other rental agencies within Florence. I even thought about renting at the airport but the stupid thing is, you can't walk from the tram stop to the car rental offices there, it's across some big street and Google Maps says the pedestrian route is well over 1 kilometer. I know the rental offices are suppose to have shuttle pickup from the terminal but when I return my car, I have to get on a train out of Florence, so there's many ways for me to miss the train.