Not resolved

I rented a car on 12.07.2015 – 18.07.2015 with Europcar at Pisa Airport.

At the check-out in Pisa (Italy), a Europcar representative offered us a car protection upgrade, from basic to premium, I agreed to upgrade to a premium protection package for an extra charge of €90.04 (taxes included, or extra €12.03 per day before taxes). Following the statements of the salesman, this was a one-off charge and no extra charges/franchise would be required in the event of any incident with our car. When asked if we had to worry about any other costs in such event, Europcar representative affirmed that “we did not have to worry about any other costs” as it was a full protection, not even the cleaning costs.

Once delivered the car to your company at the agreed place on the agreed date, I came to find out this morning an extra charge of 181.54 EUR instead of 90.04 EUR as agreed on the check-out day. Surprisingly, there is an excess charge of €91.50 inc. VAT (or 75 EUR ex VAT) which is not applicable, as the Europcar representative agreed to extend us a full protection package. Needless to say, this “administrative fee” is abusive and even exceeds the current price for the protection (namely, €90.04).

We decided to hire a car with the maximum protection possible, as we trusted that Europcar is a reputable company, even if the quoted price was around 20% more or higher in relation to its peers at Pisa Airport. On the date of the check-out, we found out that our car was not a VW Polo, but a Nissan Micra, which was of lower quality. Now, however, we find out that such full protection does not cover all costs as promised and we have to pay extra €91.50 for which we are exempted.

Product or Service Mentioned: Europcar Car Rental.

Reason of review: Problems with payment.

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