Anonymous

Is This Customer Service?

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Is This Customer Service? On August 8, 2016 I made a reservation at Europcar to rent a car in West Palm Beach Florida from October 24—November 9 2016 and received a confirmation from you (Reservation number: 104193****). Upon my arrival in West Palm Beach I was told to go to the Advantage Counter to get my rental car. Four days before my arrival in West Palm Beach I received an email from Europcar reminding me that there are only 4 days until you pick up your car at West Palm Beach Intl Airport. When I arrived in West Palm Beach, I asked where to find the Advantage Car Counter. I was told that Advantage has not been in West Palm Beach since September 2016! On October 25, I sent the following email to Europcar: I arrived in West Palm Beach yesterday. Per your instructions, I was supposed to go to the Advantage counter to pick up my car. I found out that Advantage Auto Rentals was no longer at the airport as of mid September. As a result, I had to try to find another rental company to rent my car from. I did but the cost of the rental was $150 more than I was supposed to pay through Europcar. As a result, I would like to be compensated for the extra charges I incurred as a result of your negligence. Thank you You replied in an automated response: Dear Customer, Thank you for your email. We have transferred your email to our Customer Service department whose agents will answer you as soon as possible. This mailbox is a centralized one which does not deal with claims/invoices hence our Customer service is your only contact for further enquiries concerning this matter. Please write them directly to . You can as well contact them by phone on: 0371 384 ****| Fax: +44 207 1** **13 I receive no response from Europcar and on November 4 I sent the following email: I am still awaiting a response--when may I expect one? Your automated response was: Dear Customer, Thank you for contacting our Customer Services department, we will aim to respond to you within 7 working days. If you have a corporate business account we will respond to you within your service level agreement. You may obtain a copy of your invoice by visiting us at and selecting 'print invoice' on the homepage. If you are enquiring about your rental deposit, please note this may take up to ten working days for the funds to be available in your account. All booking enquiries will be forwarded to: Regards Over seven days have gone by and I still have not received a response! What must I do to get this matter resolved in a satisfactory manner? They replied: Reply from Europcar Published 6 hours ago Dear F Lee Adlowitz, Thank you for contacting Europcar with your concerns. We have forwarded your email onto our colleagues at Europcar International for assistance, as this is a rental in the US. I would like to apologise for the delay in resolving your query at this time. Regards, Dave Europcar Social Media Team My response is that I hope that in fact they do reply to me this time. If and when I hear from them I will update this review. Will a real person actually get back to me and try to resolve the problem?
View full review
Loss:
$150
Reason of review:
Poor customer service

Preferred solution: Reimburse me for the extra amount I had to pay to rent the car.

Myeshia Pfo
map-marker Brussels, Brussels Hoofdstedelijk Gewest

A rental company never to use a second time!!

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1. customer service: It started off by contacting Calais Europcar and asking why the price is too high compared to other rental companies. The lady didn't help and resolve the issue. The people working there (not sure about other countries as it is my first and LAST time using this company) aren't helpful, don't even LISTEN to the customers and don't let them finish their concerns and queries, don't give advice (i was told to use GoogleMaps to know a drop off place for Europcar), can't express themselves professionally and when the call becomes 'too stressful' or 'too complicated' for them, they put the customer on hold. Very professional if you ask me. I know English isn't their first language, but they do need to polish their English, not only for sounding more professional but also so that they can express themselves better and be more helpful to the customer. 2. rental: I have been charged way too much not only initially, from the start, but also additional charges* that other rental services don't even do: e.g. charged additional because 5km were ridden extra (so there is a limit on km's and thus utilising a car for a day?!?) and additional charges on the Petrol because we filled the tank up completely (so the customer shouldn't top up petrol ?!?) Again, the first time and last time i will use Europcar. *Note to potential customer: do make sure you read the small print of Europcar, even after that you will be amazed how much extra will be charged off your bank account. 3. drop off location details: i have called where to drop it off in Brussels Airport*. As you can imagine an airport is quite large and there are lots of different roads that leads to different locations as sub-sections to an airport. No details were given on the phone or in the contract or even on the website. When arriving there and going to the admin area, the time was 9.45pm, i went inside to talk to one guy working there and asked him if i can give the keys as well as looking at the car for any scratches etc like i would do with other rental companies. I was told to go outside and leave the keys at the 'outside office hours'-box as he wanted to close the admin earlier. On the website, this admin service closes at 11pm. (Strange to be so excited about your job and thus leave 1.15 hours earlier!?!) * For people who would think of utilizing Europcar after reading this: For dropping the vehicle off, they are signposts towards the Airport drop off where the road splits up in two, left signs says 'rentals'. This is the road you need to take for dropping off any vehicle, not only Europcar, but Hertz, Avis and Enterprise as well. Conclusion: I do hope these additional charges that are taken out of my account without my authorisation are given to the personal directly so that they can at least provide customer service with a positive attitude. I do prefer to lose money, waste time and energy to your company when personal is at least proud working for Europcar. However when you pay people peanuts, you get monkeys. That is how i see Europcar's company protocol and level of standard, very low beyond the standard. I have rented cars more than a decade now, never have i experienced such a poorly service and car hire before. The value for money using this rental company doesn't even add up to its bad services, customer service and use of car hire. I do hope this poor service is only in FRANCE and no other country otherwise your company wouldn't last long anymore as this isnt the first bad review you have! Thanks but no thanks. A rental company never to use a second time!!
View full review
Loss:
$610
Reason of review:
poor customer service, pricing issues, additional charges, low standard

Preferred solution: Full refund

Anonymous
map-marker Manchester, England

EUROPCAR POLICY TO OVERCHARGE

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EUROPCAR POLICY TO OVERCHARGE
EUROPCAR POLICY TO OVERCHARGE - Image 2

Please find enclosed details of my recent experience with Europcar in Manchester. I am launching a claim against the company today in the Small Claims Court but I believe there is enough background evidence here to form the basis of an investigative enquiry into their dealings. It would seem that they operate a number of ways of obtaining money from customers’ that are at best not transparent and maybe even purposefully deceptive.

I would be very keen to discuss my dealings with this company for any article / report that would act as a warning to other customers regarding their practices.

CUSTOMER’S EXPERIENCE WITH EUROPCAR CAR RENTAL .

On Saturday 17th January 2015 I turned up to collect a car from EUROPCAR CAR RENTAL who are based at the CAR HIRE VILLAGE that services Manchester Airport. I had booked and paid for the rental on the Internet and was arriving to collect the vehicle.

What happened over the next two weeks reveals a systematic attempt on the companies behalf to cheat customers out of money through policies that are designed to take advantage of customers.

The Company in question isADDRESS:EUROPCARMANCHESTER AIRPORT CAR RENTAL CENTR,RINGWAY ROAD,MANCHESTER AIRPORT,M22 5WH, , United Kingdom.CONTACT:P: +(44) 384****P: +(44) 499****

On arriving at the customer service desk I was told that the company had a better vehicle available if I wanted it. The price for the vehicle would be an extra £ 40. I actually commented that for such a small difference it would seem silly not to upgrade as the rental was for 8 days. The salesman agreed and said that I was just lucky that they had the better vehicle in which is why he could give me a cheap price. Although £ 40 seemed reasonable I had already paid £107 and this increase of 40 % would seem a little high – netherless it was only £ 5 a day for the 8 days so I agreed. I also was talked into an insurance protection payment of around £90 which would mean I did not have to pay higher than £ 250 for any damage. I was tired after a twelve hour journey and just wanted to get on my way. I signed the agreements and left.

I returned the car ( fully undammed ) on Sunday 25th January.

On the 28th January EUROPCAR took a further £ 576 from my debit card. No explanation was given – it was only by checking my account that I realised the amount had gone.

I telephoned the company ( from Spain ) and was told by a person called William that most of the money had been made up by my UPGRADE which was charged at £ 40 PER DAY. He said that this is what I had signed for and so £ 320 was added to the price of the car. They had also charged £ 59 for petrol although I had filled the tank the day before ( Saturday )

I disputed the amount and said that nobody would see an increase from under £ 20 a day to around £ 60 per day as reasonable or a small amount. I said that the form I had signed DEFINITELY said £ 40 on it and that I wanted to have the money refunded. I also enquired how the rental had now increased from the original £ 107 to £ 745 – he said that VAT had been added to the price and that there were a number of other minor charges.

He agreed that the process was not transparent ( I have since requested a copy of the phone call ) and said he spoke to a lot of customers and it was obvious that I had ‘made a mistake ‘ – he could not promise but said that I would almost certainly get a refund. I was pleased with his help and thanked him.

Two days later I received the following email

Dear Mr Sweetman

Thank you for contacting Europcar Customer Services on 2nd February 2015 regarding your recent rental.

I have investigated your query regarding the upgrade of the vehicle. As I was not present in the conversation at the Rental Station, I cannot comment on whether you was advised on the upgrade being a daily rate, due to this I would need investigate based on the documents we have which are provided by the Rental Station showing what was accepted.

I have attached a copy of the Rental Agreement for your records, which provides a breakdown of the additional items. It states on this document that the Daily Vehicle Upgrade Rate has been accepted, in light of this being signed for and accepted I can confirm that the upgrade charge is correct.

I trust this clarifies this matter and if you have any further queries, please don’t hesitate to contact me

Regards

Ricky ANDERSON-STRETTONEuropcar UK Group | Customer ServiceOffice: 0371 384 **** | Fax: +44 207 1** **13James House, 55 Welford Road, Leicester, LE2 7AR, UKEuropcar UK Limited. Registered in England No 875561Europcar Group UK Limited. Registered in England No 108****

Registered Office: James House, 55 Welford Road, Leicester, LE2 7ARSave trees. Print only when necessary.

I was not satisfied with this response and wrote back to the sender explaining my reasons.

Above is the price that I signed for . the salesman pointed at the £ 40 and said that was the price we had agreed. If I had any idea at all that it would be £ 40 a day I would not have dreamed of paying that much. That would cost more than the whole holiday.

The second photo shows the page that I was not shown and it can be plainly seen that I have not signed this. Clearly this page would have alerted me to the full price and I would not have taken the upgrade.

Please also note in the first picture the BASIC RENTAL EXTENSION of £ 18.69This is just a made up amount that has been added as there was NO extension to the rental period.

I had hoped that all of this was just unfortunate luck but following my response from EUROPCAR have been looking into other responses to the company on reputable internet evaluation sites.

What has emerged is a very clear picture that the company appear to use a number of methods to cheat customers out of extra money. The cheap rental price on the Internet can be seen as just a way to hook the customer – the real payment comes from the additional extras that they either sell you at the counter or debit you when they have finished the service. These range from the method that I fell for to very peculiar practices considering speeding fines , damage and other such additions.

There is no doubt that this company resort to dubious practices, the tyre scam is a favorite one, After suffering at their hands to the tune of 150GBP I did a little research and found numerous people who had been scammed by Eurocar. As they know its almost impossible to prove and carry on doing it. One ex employee confirmed that it is common practice throughout the company. Eurocar are a disgrace, dont touch them!

Europcar are complete ***. I worked for them. They pressure you into making sales and encourage you, very strongly if you get my meaning, to upgrade the vehicle even if you don't need it. The reason the web site says "or similar" when you book is so they can scam you into upgrading. The senior managers are mostly just *** bags. They will always try to pin damage on you as well. Use enterprise. Cheaper, much better customer service and they will not try to rob you blind.

I am so upset by Europcar. I never expected that an international company would lack so much integrity. I noticed a week after the car hire that I was charged 490 pounds for one day of car hire from Heathrow to Luton. After another week I finally got a reply from their customer service - who sent us an email to explain why there were these charged. It turned out that they charged 250 pounds for a missing satellite navigation. Now why would I steal a satellite navigation worth half that price knowing that I had left credit card details against something like this. Apparently I should have given the satellite navigation to the counter instead of leaving it in the car. However, I was no informed by any of the staff of this - either in London or in Luton. How was I suppose to know that you can't even trust an international company to do right by their customers.

I was recently scammed by Europcar UK. After several emails to their customer services i was getting nowhere, so threatened to take them to court, still didnt get anywhere. I guess they think people will just lie back and accept it. I went straight to the county court, filed a claim for the full amount plus court fees and interest, Europcar settled in full a couple of days before judgement would have been entered.

Dont let these guys take your money without permission, i thought that was theft....but apparently they are getting away with it a lot.

I too received an email from Europcar to inform me that £62 was being debited from my card to cover damage to a recently hired vehicle from Manchester Airport. When investigated I was told that a wheel trim had a scratch and that the £62 was to cover the damage. My girlfriend has also just been charged a similar amount by Europcar at Manchester airport for a scratched wheel trim too. Both of us have our own comprehensive insurance policies (which are cheaper than the hire company) & both rented from Europcar, Manchester Airport within weeks of each. This should be investigated by trading standards.

The above reviews are examples of literally HUNDREDS that I found . One site had 865 reviews with 757 giving them 1 star out of 5

http://www.reviewcentre.com/reviews76705.html

I am not particularly interested in launching a EUROPCAR campaign so I have tried to be more than reasonable and have sent them the following EMAIL

Dear Mr Stretton

I find your answer unfortunate as I now have to spend time fighting your company on this , a process that will prove to be expensive for both of us but ultimately just for your company.

I will try to put this right with this email - if you do not then refund my money I will be seeking legal advice and will do all I can to show that your company are operating a policy that they know to be potentially fraudulent.

I honestly do not want to go down that path and would kindly ask that you consider the following

1) Your Member of Staff clearly did not indicate that the upgrade was £ 40 per day. No reasonable person would accept an increase from £ 20 a day to £ 60 per day as the 'small' increase that he suggested. he clearly misled me and I now have three other people via social media that have had exactly the same experience . I will continue to gather names to show that this is a POLICY that your company uses unless I have a full refund. I had taken the increase to be from £ 20 a day to £ 25 - an increase of 25 % - however the real increase was 200 % which no court would see as reasonable. 2) On the documentation you have sent I have NOT SIGNED the payments section that shows the OVERALL total- I would not have done so. The section that I have signed gives the TOTAL for the upgrade as £ 40 and even though this says UNIT PRICE and I assume is your way of saying daily your Member of Staff pointed at this and I swear said - as you can see it is only £ 403) I was prepared to treat this as an error or a misunderstanding. If i am forced to take this further I will be doing all I can to prove that this is intentional. this will involve media attention that will not look good for your company.I had intended to copy this in to the Manchester Evening News and Granada reports but would rather give you the opportunity to consider your position before such escalation. 4) The fact that the documents were signed is not proof that the customer was fully aware of the situation as there are important parts on seperate pages. a good lawyer will be able to rip your documents to shreds. You know this .

I would ask you to consider your position again and as a matter of good faith with no implications return the excess that you have unjustly taken from me. I will then be able to drop this and move on. If not I will do all I can to prove that your system is , at best , flawed - and at worst deliberately misleading. If I prove that the deception was intentional it will act as a test case for many customers to take action against you.

I would ask you to reimburse

£ 280 ( for the Car Upgrade ) - that being the £ 320 LESS the £ 40 that I agreed to £ 30 for the telephone call from Spain that I made yesterday£ 30 for the work that has gone into this complaint£ 56 being the VAT on the car Upgrade part in dispute

TOTAL £ 396

I am trying to be reasonable and will ( as long as it is paid within 5 working days ) accept £ 300 as a full refund - as stated above I will take this as good faith on your part and then drop all further action and comments.

Further - during my telephone call yesterday ( 2nd February ) with the excellent William that dealt with me he made it very clear that the company were working at the moment on removing this type of lack of transparency for pricing.

I am still prepared to treat this as a misunderstanding but would ask that a copy of the phone call be KEPT and made available if you are not willing to accept reason. I would suggest that you listen to the call and imagine it as part of my case. we have not even started to discuss the addition of VAT as unsignposted - the excessive charge made for petrol or several minor items on the bill that are clearly nonsense.

The person who dealt with me that Saturday misled me. What remains to be seen is whether he did so with the company blessing OR not.I really am not an awkward man and had been delighted with the service but I will not go away

I would respectfully ask you to reconsider your position.

Kind Regards

I have now received this response from Europcar

• They have not answered the issue that the itemised bill was not signed• They have not agreed to make the telephone conversation that I requested available to me• They have not commented on why an extra day charge was added• They have ignored my appeal

Dear Mr Sweetman

Thank you for your further email to Europcar Customer Services on the 3rd February 2015 regarding the upgrade of the vehicle.

I have reviewed this matter based on the comments provided. I must reiterate my last email regarding the documentation that was signed, accepting the daily amount for this upgrade. Due to this we are unable to process any refunds.

I do apologise if this was not the resolution you were seeking however due to the documentation being signed and accepted we are unable to investigate this any further.

If you do have further documents which will allow me to reconsider this, please send them through to me. The claim 603**** is now closed and we are unable to re-open this until documents are provided.

Regards

Ricky ANDERSON-STRETTONEuropcar UK Group | Customer ServiceOffice: 0371 384 **** | Fax: +44 207 1** **13James House, 55 Welford Road, Leicester, LE2 7AR, UKEuropcar UK Limited. Registered in England No 875561Europcar Group UK Limited. Registered in England No 108****

Registered Office: James House, 55 Welford Road, Leicester, LE2 7AR

View full review
Loss:
$1000
Reason of review:
Problems with payment

Preferred solution: Full refund

3 comments
Guest

Just about to hire a rental car for short visit to Manchester in September 2017.... seen this, no way Europcar..

thanks for the heads up.. CC.

Guest

i have just had the same experience but to the tune of £1546!!!!! they wont get away with keeping my money though and they will never be used again.

Guest

My experience was at Nice Airport where I was offered an upgrade to a Jeep Cherokee for €12.50. I asked if that was per day or the whole hire and was told it was for the whole period.

"It was my lucky day." At the end I asked again if it was definitely for the whole hire.

When I saw the invoice at the end of the hire, I was charged €160 for 11 days including tax.

Customer Services (joke) said that it was explained that the charge was per day. That is definitely not true.

I support the view that this is a systematic ploy to extort money from hirers.

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Anonymous

Europcar Customer Care Review

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Europcar london city airport worst services ever by the male againt at the location, asked for the manager but advice he's at the back and can't come at the front. Asked for the contact number and name for the manger and was give a mobile number which the manager Richard don't ever answer. What a joke off a management, who doesn't even come on the phone. Never again be using this company.
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Reason of review:
Poor customer service
Ltanya Ezk
map-marker Stavanger, Rogaland

Exhorbitant double charges for repairing a 'scratch'

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We hired a seven seat car from Europcar Amsterdam Schipol for a summer road trip via the RentalCars.com website (Peugeot 5008 or similar). The hire was confirmed okay but on arrival we were only able to collect a five-plus-two (meaning the space meant for luggage in used for one or two fold up seats and the bags are put where ever they can be shoe horned). We were told there were no alternatives (even though the booking for a 7 seat car was confirmed and pre-paid), so made do as best we could; which is to say, we had a cramped ride. The trip was uneventful from the driving perspective. On returning the car a 'scratch' was discovered on panel crease low on the passenger side doors - we hadn't hit anything but had been unable to photograph that side of the car on collection due to the car being parked close to pillars holding up the car park and thus couldn't prove whether it had been present or not at collection. In fairness none of us had noticed it during the drive, although the location of the scratch is low on the doors, underneath a panel crease. By the time we landed back in Stavanger we had already received an invoice for 850 Euros to repair the 'scratch',which even by Norwegian price standards is exorbitant, but we had signed a rental agreement and put it down to bad luck and a lesson learned (never hire a car from Europcar ever again). Two months later we receoved a second invoice, this time for 600 Euros, for repairing the same scratch. Which is ridiculous. Both invoices were directly charged to my credit card, which limits one's ability to debate the claim, Having subsequently read a number of reviews concerning Europcar's idea of customer service, I am less surprised by this development and will be consulting my credit card issuer tomorrow morning to report what I consider to be credit card fraud. I will also recommend to everyone I know, work with or network with not to risk doing business with this company in future.
View full review
Loss:
$1600
Pros:
  • Only company offering 7 seater on rentalcars dot com
Cons:
  • That two months later they charged again for the same scratch
  • That they didnt deliver an actual 7 seater
  • That they charged a ridiculous fee to repair a scratch
Reason of review:
Poor customer service

Preferred solution: Price reduction

2 comments
Guest

Rented a car for 2 days in Yerevan. On returning the vehicle was told theres a minir scratch under the front of the vehicle.

Who checks under vehicles for scratches. Agent now wanting to charge 100 USD

I have asked for proper documentation showing the scratch which we couldnt see and any legitimate backing up this claim. agent keeps making promises but nothing except them trying to scam money for a scratch we cant even see.

I have rented cars in different parts of the world but this is the first horrible experience.

Avoid Europcar... unless you want to be scammed

Guest

Shortly after submitting this review the additional charge was refunded as was a portion of the original deduction as there had been an administrative error on Europcar's part.

I'm satisfied with the outcome, but have used alternative car rental companies on subsequent holidays and booked the cars directly using their online booking pages in lieu of using rentalcars.com.

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Anonymous

Moving YOUR way.....NOT! DO NOT USE THESE SHOWER OF S***S

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Do not use Europcar! Read the reviews - then go to another company. I will never use them again. I arranged a rental through a third party and purchased extra insurance. When I got to the airport to pick up the car, the guy at the desk said I had no insurance and that I was liable for the full amount of the vehicle should something happen. So he encouraged me to take out additional insurance - which I did. When I was able to I checked with the third party who confirmed I had insurance and this should have shown up in Europcar's system. I contacted Europcar and after days and days of waiting they said essentially - tough luck. I contacted the CEO's office and some one from there essentially said the same thing in flowery language. They have a system set up to rip customers off! Watch out for them. Their customer service is shocking and they are only after 1 think - you r money and they will do what ever they can to get it - fair means or foul! You have been warned
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Reason of review:
Order processing issue
Anonymous
map-marker Cheshunt, Herefordshire

Europcar France - Marseille St. Charles Station

Tips: 1. Don’t take any expensive Damage Excess reductions. It’s a racket and much cheaper to get independent cover. 2. Don’t expect to get the car you ordered, even if you reserved it weeks in advance, and don’t be fobbed off by a lesser car. 3. Inspect the car fully before signing any contract. 4. Fill up with fuel fully before returning. Hired a car September 2016 in France from Europcar’s office at Marseille train station. I booked weeks in advance via their website and prepaid for a Peugeot 208. When I arrived at the check in desk, I was told the 208 was not available but I could have a 109 instead. I refused the smaller car, so they found me a 308 automatic estate. Excellent! My own car is an automatic, so driving on the wrong side of the car on the wrong side of the road would be a bit easier not having to change gear with the wrong hand! The representative printed out a contract and asked me to sign for “No Damage”. I refused to sign until I had inspected the car. The car actually had 3 areas of significant damage to the bodywork! I signed the contract when all damage was written down. There were no problems with the car for the 2 week hire. Returning the car was easy. However, contrary to what it says in their pre-return email, nobody inspected the car, so if there was any damage, no doubt a dispute would follow. I have just received my final invoice by email and no further charges were made. Car Condition: Apart from the significant damage, it was clear that the car had only had a blow over with a pressure washer, and was not wiped down after. The sills and underside of the front bumper were still splashed with mud from the previous hire. The front side windows were streaky to the point that it was impossible to see out of them if the sun was directly on them, as was the inside of the front windscreen. Driving in the bright sunlight of Marseille was hazardous with the windows in such a state. Oh, and the screenwash was totally empty. Do they check these things? Admin & Contract etc.: They make it very easy to spend your money initially. The website is very good for that. Foolishly, I opted for “Medium Protection” or should I say Protection Racket! When I discovered that it was possible to take out independent insurance against care hire excesses for a fraction of what Europcar charge , I tried to cancel the Medium Protection via the website, but it proved to be impossible. I engaged in an “Online Chat” with them and asked if I could cancel the protection and was told that I could either online or at the desk. At the desk I was told that it was impossible to cancel as I had prepaid. In view of the upgrade to a bigger and better car, I decided to leave things as they were and put it down to experience. Just before returning the car, I filled up locally in Marseille and paid €1.15 per litre for diesel. The final invoice shows a fuel charge of €1.76 per litre if they have to refill plus they would make a service charge for doing it. Best avoided! Finally, one good point. Having tried to make sure that all belongings had been removed from the car upon dropping it off, somehow I managed to leave my TomTom Sat Nav in the car and only realised about an hour later whilst waiting for my train. I rushed back to the hire desk where they had kept it for me. So many thanks to Europcar in Marseille for that!
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Reason of review:
Not as described/ advertised
Anonymous
map-marker Crete, Crete Region

EUROPCAR: pay for the damage caused by your predecessor! And your successor will pay for it too.

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Europcar (at least in some of the branches I had an unfortunate experience with) does a poor job of registering the existing damage. Why would they? If your predecessor damaged the car, paid for it and you were misfortunate to not notice the damage (dark or too bright light, tightly parked car, car parked on a busy road), then you will pay for it too. I asked for a repair invoice for my insurance claim (3rd party car rental insurance) and they refused me. They also admitted not to repair the car after the damage has been caused (and why would they - see 1st paragraph). The solution is to film or photograph the car from all possible viewpoints. Helped me couple of times. Ideally, ask them to move it out of the parking lot, so that you can see better. By the way, my insurance claim was fulfilled after I enclosed my correspondence with Europcar.
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Cons:
  • Additional charges
  • Deceitful practice and overcharging
Reason of review:
Poor customer service
Anonymous

Europcar - Review in Rentals category

Asked for van hire to be delivered and collected which you pay for, van never shown up, was after hours so no one in office, i phoned the next day and confused person said it had been delivered. Which was not at my address. So finally chasing it up, the driver posted the keys to an another address. An adress where noone ever answers the door, so more concerned they cant get the van back not bothered they have lost me hundreds of £££ of work. Didnt send new van asked what is going to be done about this. Basically cancel my agreement and refund money. And told me to contact head office by email.. Absolutely fumin this left me in bother as i have to wait for money to be back in my bank. Never again
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Reason of review:
Bad quality
Anonymous

Short Review on December&nbs-05:00;02,&nbs-05:00;2016

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They charged insurance Even of i refused it!
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Reason of review:
Problems with payment
Anonymous
map-marker London, England

Liars!

Liars #Europcar wrongly claimed that the Crete police said we'd had an accident; I had to pay 372 euros to be allowed to,leave their office and catch our plane. European Car Rental Conciliation Service have found in our favour and told them to refund our money. Justice is done! Liars #Europcar wrongly claimed that the Crete police said we'd had an accident; I had to pay 372 euros to be allowed to,leave their office and catch our plane. European Car Rental Conciliation Service have found in our favour and told them to refund our money. Justice is done! Liars #Europcar wrongly claimed that the Crete police said we'd had an accident; I had to pay 372 euros to be allowed to,leave their office and catch our plane. European Car Rental Conciliation Service have found in our favour and told them to refund our money. Justice is done!
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Reason of review:
Problems with payment
Lynne Pha
map-marker Kings Lynn, England

Europcar low life

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just a few hours before we went on holiday went to collect the car and they said that we needed to provide additional security checks and it was new company poilcy. they done some sort of check with the credit agency and asked us questions that only we should know. one was who was our mortgage with, we actually had our latest mortgage statement with us so that was an easy one....... nope according to them we got it wrong and they refused to hire us a car along with not being able to refund our money....... 2 hours before we go on holiday! customer services are a joke and refused to log the call saying that i needed to log it online. Do not trust this company
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Loss:
$100
Cons:
  • Poor customer services
  • Inability to follow-up communications from customers
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Newcastle Upon Tyne, Newcastle Upon Tyne

Europcar Customer Care Review

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I was given a car through the RAC and paid 50GBP fuel depost. 11 days later I have still not got my refund. I complained to a manager who advised it was sorted. They then took another 14.09GBP without any explanation. NEVER USE THIS COMPANY
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Luton, England

EUROPCAR will Scam you out of money! Dont use them!!!

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Booked a Car. When we arrived late and tired at the airport, Europcar did not have the car we booked. Europcar Forced us to pay £120 more for a different vehicle even though it was their mistake. We did not have a choice as we did not want to be stuck at the airport with our children. Europcar knew we could not do anything. It was blackmail. We figured complaining to customer services would make it right again but it made the experience even worse. They will NOT admit to any mistakes and do not care the least! They will scam you to pay extra! DONT USE THEM! Look at my added photo and please spread the word, so we can stop these kinds of business that Scams normal working families.
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Loss:
$200
Reason of review:
scam

Preferred solution: Full refund

1 comment
Guest

The same happened to me in the airport in Edinburgh!! Don't use Europcar!!!

Anonymous
map-marker Castle Donington, England

Offensive EUROPCAR deskclerk

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Arriving at East Midlands airport, I tried to use my Holliday Autos voucher at Europcar. I provided my legal Australian licence. He then asked me for my boarding pass. I asked why: he repeated he wanted to see my boarding pass. I told him I didn’t have it and I had just arrived from Glasgow. He then told me he needed to see my electronic booking for my flight: I asked him why and he said: “ I need to know if you are allowed to be in this country”. I replied to him that he was not immigration, and I had just flown from Glasgow. “ I need to know when you are leaving: I need to see an electronic proof of you leaving the country”. I replied he did not, that this was car rental agency and not immigration. He insisted that I need to show a boarding pass to rent a car, so I showed him my British passport, At which point he repeatedly said I then had to prove I was leaving because “the car is worth £15000 and I need to know you will return it”. I replied that this was deeply offensive, that I travel multiple times per year and have never been asked for my boarding pass to hire a car. He then “ found me” on the system because I had previously rented with them, and then said last time I wasn’t asked this because at Manchester they have passenger details. This is so wrong on so many levels. 1. How are rental car agencies accessing flight data? 2. Why is a Europcar rental desk agent asking if I have the right to be in the country? 3. Why did he infer that unless I could prove that I was going back to Australia, that I was a theft risk? 4. Why did he have the right to demand where I had come from and then say I had to show him I had the right to be in the country.. even after I pointed out I had been through immigration and had a British passport? He then spent another 20 minutes trying to overcharge me, and I had to explain how to add up!
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Cons:
  • Rude offensive desk clerk
Reason of review:
deeply offended

Preferred solution: Let the company propose a solution

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