Consumer Complaints and Reviews
I understand that mistakes get made. I don't understand when I have emailed multiple times and tried to call (I get left on hold forever... & on an international call this is very expensive). A family member in the UK has also tried to call on my behalf but he also gets left on hold. What is up with this company? How can they get away with this outright stealing of customer's hard earned money?
Avoid Europcar at London Heathrow - I've learned to my cost that their so called offered upgrade was in reality a really sketchy sales tactic for them to grab more money, when you check-out days later. Book elsewhere. Avoid.
Booking the car via Easyjet leads to the situation that you are treated like a second class customer at the airport pick up (there are two counters to approach the staff and one is totally empty and the other one is filled). I do not understand, why the same data is requested when booking the car and later on again when picking it up. The car itself was fine (Fiat Panda). When bringing it back for drop off, the agent could not find any damage at the car but then, he pointed to the lock at the driver's side, raised his eyebrow, looked at me and told me, that some tried to break into the car and the lock would have to be replaced. We never had to use the lock (we always pushed the button on the key) and the lock was rusty anyhow (this is a common problem with all cars when using close to the sea).
I checked with other Pandas at the rental station and they all had the same signs of "breaking the lock/rust" after the summer season. I felt like it was a trick to make more money. Had to sign a form which said that the cost would be 77.94 EUR. Today, I noticed on my credit card invoice, that Europcar charged me for 178 - CHF (the rental cost was 152.35 CHF for the car for 5 days). I have the impression, that this trick is used every single time when Fiat Pandas are returned (since the cost will be billed to the renting person but the locks will not be exchanged when renting the same car to a new renter right after the car has been cleaned).
It was the last time (after renting a car from Europcar in Ibiza at least 1-2 every year in the last 15 years) renting a car for Europcar. I am sorry for that but Europcar should stop this behaviour, since it leaves a very bad customer experience, especially when a customer takes good care to the car (which is not so easy in Ibiza). There have been several people having trouble at the time we have dropped off our rental car. AVOID!
Don't believe the blurb of "an answer within 4 hours." I have been waiting 2 days. The car we hired in Fiji on 10/09/16 was unroadworthy, steering wheel covering just slid around on the metal, one headlight was useless as the reflector was floating around inside the headlight, so we could not drive it at night, the seats were filthy, the hatch kept falling down, the windscreen had a large star crack in the line of sight of the passenger, the floor mats were torn, and both the reception people were about as interested in the problems as I would be watching grass grow. I asked the guy to check for damage and that the fuel was full when I returned the heap but he did not want to, just wanted $10.00 cash for tax.
Oh, I forgot to say, I have photos of most of this, I have emailed details and photos to Europcar, and after weeks of back and forth they have offered $50 refund, just doesn't cut it considering the car spoiled our whole holiday. Also, I forgot to mention the rear passenger door was extremely hard to open and the window in the same door needed someone to push it up as the electric motor was unable to do so.
I rented a car from Europcar Heathrow airport from September 5th to September 8th 2016. I used the Dartford tunnel which is a toll road. There is no toll gate and the sign says that you should pay online at their website. I forgot this and received a reminder from the toll company two weeks later. I was informed that if I paid the toll fee within 10 days there would be no penalty. I called and paid the toll fee. On October 17th I received a visa alert that 36 GBP had been charged to my account by Europcar. I called customer service to ask about this and was told that it was an "administration fee" because they had to give my contact information to the toll company. So, even though I paid the fee I was penalized by Europcar for giving out my address.
According to the customer service rep there is no recourse, that is their fee. I believe this is totally unethical and told them so. It looks like they will get away with the theft of 36 GBP. All I can do is vow never to use this company again and do my best to discourage all of my friends and business acquaintances to blackball them.
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These people -- at Manchester Airport and rip off merchants and extort money. Avoid... Go elsewhere!! I was "served" my a Ms ** who lied, cheated me out of hundreds of pounds, was completely dishonest and I hate her. This company said they would 'speak" to her about her mis-selling and I hope they fired her fat **. But the company only agreed to partial refund and I am having to sue them for the rest. Don't give the opportunity to rip you off!
Avoid Europcar at all costs! What they did to me is purely disgusting and criminal! I rented a car with Keddy (Europcar) for 2 days from Car Rental Village, Stansted Airport. Since I had to catch a flight early in the morning I was forced to return the car half an hour before Europcar opened their return station. Before I put the keys into the night box, myself and another witness double checked the car for any damages that might have occurred during the rental period. There were none.
I assumed everything was in order because I didn’t hear from Europcar again. Two months later, however, I got a notification from my credit card company informing me that Europcar has booked 610 GBP off my account. I immediately contacted Europcar to query this and after a week their customer service replied, claiming they found a scratch on the right door of the car after I had returned it and sent me one photo of the scratch. Apparently they had tried to contact me via two letters but they sent it to an address that doesn’t exist. I even wrote my address down for the staff member when I came to pick up the car but he managed to copy the address wrong and even the country. I reside in South Africa but they send it to a non-existing German address.
The issue itself is the following though: After I had a closer look at the photo of the damage they had sent me, I could see that this cannot be the car that I had rented from them. I also had taken pictures of the car during the rental period and could compare their photo with a photo I had taken of the left door. Apart from the fact that their photo is very blurry and just shows a very small area of the car, I could see that the door handle is different and also the shape of the door. I contacted them again, this time including the photos I had taken of the car, which show that the door handle has a different shape (rectangular instead of oval) but even more striking the shape of the door is a different one (straight instead of curved). I pointed all of that out and also told them that their photo looks like it had been taken from a back door but I rented a 2-door car from them.
Their reply took another 13 days and they just told me the door handle looks different because it was taken from a different angle, and that they believe my photo is from the left door (which is true and which I told them, but doors look the same on both sides of the car – I assumed they would know that). No mention was made of the door which has a completely different shape, even taken from a different angle a straight door can’t look curved.
So I have been charged 610 GBP for a scratch that never existed and their photo of proof shows a different car. They deny everything and keep telling me it's the same car. It's such a rip off. It would have been way cheaper if I had just booked a taxi for those two days. Even if there was a 3 cm scratch (which they are making up) how can they charge 600GBP? Disgusting criminals.
Booked our car through WestJet. I wanted to pick up a car near Waterloo Station. I was told to pick up the car at 30 Bloomsbury Square. Arranged to pick the car up at 8 am and return it the same day at 8 pm. On my Rental Voucher I was told the total was $61.00. No. 30 Bloomsbury Square does not exist, spent an hour trying to find it, not even the local people knew where Europcar was. The highest number at Bloomsbury Square was 27. Finally found it in an underground parking, no signage outside whatsoever. No GPS as ordered, no maps either. Was told not to bring the car back to Bloomsbury Square as it had just opened up and did not have a drop box for the key as they shut early.
The Europcar worker wrote on the form he gave me the address of the closest Europcar location with a drop box for the keys. We got our car back to that requested drop off location well within our time. Would like to have been able to drop in back at Bloomsbury Square but were told we could not. They then had the audacity to charge us for not dropping in back at the same place we picked up the car. We also had many other ridiculous charges added on that were not on the original Voucher. They have ignored my phone calls, my email, even though they said they would get back to me within 7 working days. (That is a lie.) They should not have the right to take whatever they want out of your MasterCard and then ignore your right to dispute the costs. I will NEVER deal with Europcar again. I have told WestJet about the dishonesty of this company.
100 GBP are taken by Europcar with no reason for this transaction. This happened almost 2 months ago and they have not reply to any of my emails to customer service. The assistant in Spain (where I went for holidays) was very rude. He did not want to write down all the scratches. Just do not use it.
Our flight from Dubai to Manchester U.K. September 2016 was 2 hours late landing. Instead of 7.30 pm it was 9.35 pm, plus the luggage belt was jammed. We were packed in like sardines waiting for the luggage to start moving again. finally we got to Europcar to collect our hire car, a Toyota Auris or similar. The young man at the counter checked my paperwork and began to talk to me rather secretly bending his down and asking if I would the V.W. Golf T.DI. I said I dont care as long as I dont pay for the upgrade. Basically I just wanted a car so my wife and I could get to our hotel. He replied, "No charge for the upgrade, I just do not want the 3 young asian boys standing near me to have this car". It's the only Golf left. All I wanted to do was get to our hotel so signed without checking receipt. Tell me who does.
During our stay in the U.K. I phoned Europcar in Manchester to change our drop off point from Manchester to Birmingham, after a brief argument with the manager about the cost having being told earlier there would be no charge. We dropped the car at Birmingham after having it cleaned inside and out, I received my receipt, I returned to the airport looking at the paperwork checking to see no damage to the car. I then noticed I had been charged 200 pound plus VAT for the upgrade. I went to Europcar's desk in the airport and told what had happened showing them the receipt. The staff there were very good, they gave me a lot of information which I will not say what it was because this is still ongoing. After looking at previous Reviews I do not hold out much luck.
Forced me to take extra cover even the car was already covered in Europe till April 2017 and I have cover with the AA which was £45 cheaper than the cover they forced me to take. I explained all this to the sales person but he insisted that I cannot take the car without this cover. I believe that this is a case of misselling.
The cost of this cover was not named on the bill and was referred to as just "other surcharges". They charged me for damage for a very tiny chip on the windscreen even that their policy says that windscreen chips under 5mm is acceptable. I believe this was there when I received the car. It was dark when I received the car and the wind screen was dirty. This surely does not satisfy condition of sale. It is worth investigating, if Europcar record damage on their system against cars or they try to charge customers repeatedly for the same damage. They said that it's my responsibility to spot and report the damage. There are a lot of complains against Europcar which can be found in ** section and other website such as consumeraffairs.com. I believe their selling practice is worth investigating.
On September 10, I rented a car with Europcar Ireland for six days. When I picked up the car, they mentioned a bumper bottom scratched. The employee of Europcar only informed of that scratch, without reference to other one lighter, so I understood that it will not take account since according to the information they provided to me, customers will not be charged for any scratch/scuff that can be removed with a wipe.
I'm aware that I should have made sure that those damage to the car, which I haven't caused, were known for Europcar and they had record of them. But I didn't my fault. The reason for my complaint is that when I returned the car, which I haven't caused it any harm, they said me that there was a scratch and I must pay the amount of repair. What surprises me, or rather annoys me, is that they charge me a repair of €743.97 for a very lighter scratch that is barely visible. I reiterate that touch which I have not produced I- could be repaired with polish, product that has more than €30 value. Do you really think that repair this small scratch cost €743.97?
I expressly requested not to have extra insurance that the desk person tried to sell me. I didn't need it because my credit card company covered me for that type of insurance anyway. The desk person (Rachel) in the Belfast International Airport, ticked the (very small and hard to see) box and had me sign the agreement, without letting me know they were going to defy my own express wishes. They had also verbally confirmed my request to not have the extra insurance and weeks later I discovered Europcar had charged me for the insurance. Shady practices in my opinion. These guys just ripped me off.
Went to pick-up our pre-booked car at Rome Termini Europcar office. Waited one hour in queue for service. Only one person serving. All other car companies had several persons on duty, and thus no queue. No apologies for the wait, the attendant couldn't care less. Was sent 200 metres to a car park to pick-up the car. We were pointed to our car. It was not the model or size of car that I had booked. The person who served us never told us he was swapping us to a different and smaller car. We were told it was the only car available to us and we we're going back to the office to wait for another hour for service. The five of us had a lot of trouble fitting in with our luggage. All passengers traveled with cases on their laps - the car was fully loaded. The car was also a manual, we had booked an automatic - thank goodness I could drive a manual. Would never rent from Europcar again.
My experience seems to echo those of other people complaining about Europcar, but I wanted to get on record too and let people know that Europcar is a company best avoided if you are making travel plans that involve renting a car. I arrived two days ago in Edinburgh, Scotland after an overnight flight from Dubai. It was about 7:40am when I approached the Europcar counter to pick up a vehicle that I had booked through Travelocity.com. When I made the booking I chose to pay for CDW (accident insurance) at a rate of £8 per day. However, the Europcar agent at the counter told me that the company doesn't accept 3rd party-provided insurance coverage. As I needed a car, I agreed to re-do the contract using Europcar's insurance. It ended up being £29 per day and effectively increased the cost of my rental from £218 to £575 (and I would still be responsible for the first 1000 in damages if I had an accident).
When I got settled at my destination later in the day, I spent about 30 minutes on a Skype call with Travelocity, making sure I would get a refund from them for my cancelled reservation. I then went online and found several other rental car options, all of which were more reasonable than Europcar. I booked online with Hertz and decided to get up early the next morning, drive back to the Edinburgh airport and swap cars, making sure to get the Europcar rental turned in before I got charged for another second day's rental.
The next morning, I made the hour-long drive back to the Edinburgh airport and was back at the Europcar counter at 7:25am, after dropping off the Europcar rental and picking up my car from Hertz (which ended up costing £195 less, including insurance cover: they also gave me a much nice vehicle). The Europcar lot agent inspected my return and I signed a paper acknowledging the return and I was done with the rental at no later than 7:30am. I was back at my digs at 8:40am (the return trip took longer because I had to deal with Edinburgh's early-morning rush hour traffic and a wrong turn that cost me several minutes).
This morning I received an email from Europcar with my adjusted invoice. I could see that I was charged two days' rental rather than just one. They noted the return time of my vehicle as 8:45am, over an hour after the actual return. This of course pushed the rental time past 24 hours and into a second day. I immediately got on the phone to the UK Europcar office and after spending 10 minutes on hold, talked with an agent who took my information and logged a file that she said would be responded to within 5 days. She didn't say the overcharge would be credited; just that it would be reviewed. Fortunately, I have a timestamped receipt from Hertz showing that I picked up a car from them at 7:17am, at the exact same location as Europcar (the two offices share a building and their counters are 10 meter apart).
Regardless of the outcome of my overcharge refund, I will remain totally dissatisfied with Europcar and never consider them for my future rental car needs. Judging from the several hundred other complaints logged on this website by other people who feel ripped-off or mistreated by Europcar, I can tell that my case is not unusual.
The car I was given had a smaller boot than the car I'd booked, but I just about managed to get my 1 case and 2 small bags in by lifting out the parcel shelf. On returning the car they "discovered" a small scrape on the nearside alloy wheel approx 5cm X 0.9cm. To the best of my knowledge we hadn't hit anything that could have scraped the wheel but as it was so small, we could easily have overlooked it at pick up. We were charged €224 to repair it. A new wheel would cost less. I'm now left feeling ripped off.
I bought a voucher from a broker with super CDW and super TP, so I'll have zero CDW/TP excess. When I arrived to Barcelona airport, I was told by Europcar representative (I think his name was Lucas) that I'll have to pay excess (about 1000 euro including VAT) on every scratch, meaning I don't have zero excess since "I bought from a broker and not directly from Europcar" (as he said). He said that only if I buy the "full coverage" from Europcar, I'll have zero excess on all types of damages. He said that the "full coverage" of Europcar was adding "RSA-Assistance Plus" and "WWI: Glass & Types" for total of 204.55 euro for 15 days. Please note that I didn't want those additions, but he forced me to add them in order to receive zero excess in case of any damage!
When I returned the car, I spoke with several Europcar representatives (and the local supervisor), and they explained to me very clearly that I was already fully covered with zero excess with the original voucher, thus there was no need to extend ("RSA-Assistance Plus" and "WWI: Glass & Types"). Again, I want to make it very clear that I didn't want those additions. Europcar representative completely lied to me in order to force me to pay extra 204.55 euro for something I didn't want! When I sent a complaint mail to Europcar customer service, they didn't refund me of course, since I signed the contract. Be warned! Don't rent a car from Europcar!
This year on our trip to Italy, used Europcar again. Last year we paid 188.70 Euros for the ten days. When we showed them the last year's copy and were told no problem. They had my husband to sign a paper with no figures and we have no copy of that paper. We got a smaller car. It could only hold one suitcase. We had two cases. When we returned on time we were told we had 4 more days. We were charged for damage which was none, we were charged for theft, which did not happen and for extra day which did not happened. We were charged 361.13 Euros, we told them NOT to charge the card and we would pay by Euros. They charged the card. We have a dispute in on cost. With the extra cost remove our bill should be only 104.67 Euros for the ten days. We will never use them again. Beware of Europcar rental.
I hired a car at London Gatwick airport and was aware of London's congestion charges so never went near the city. However I crossed a toll bridge you are supposed to pay for online somehow, but had NO CLUE WHATSOEVER that I had incurred that cost. A month later I get a letter from EUROPCAR saying I need to pay the toll 2.50 + a fine 35 + an admin fee of 36!!! I was surprised no member of staff reminded me or even mentioned the city congestion charges. Surely they could be trained to at least mention these charges to customers.
So, I contacted the toll enforcing company and settled the fine as instructed by Europcar. (After doing some research online there do seem to be some signposts informing you about some charges, but they are hugely vague, unclear and unhelpful. Any newbie would fall for this. For one you'd make little notice of any signpost that you figure is irrelevant to you or your journey, and secondly, all the signposts say is "remember to pay", but then you find nowhere to do so, like a tollbooth or something, so you figure it wasn't relevant to you...annoying.)
Anyhow, these people expect online payment within 24 hrs, if this doesn't happen they issue a warning, if it is ignored they process a penalty charge notice. All this goes to EUROPCAR which ignores the warning and sends you the penalty charge plus their own admin fee, which is higher than the fine you are supposed to pay! This is the unfair bit. They claim 36 GBP is a fair amount for administration charges yet the company issuing the penalty charge has a lot more work to do than pass on a letter and charges less! I WILL NEVER USE EUROPCAR AGAIN
I will also add that I worked for EUROPCAR when I was a teenager, cleaning cars, sometimes really early in the mornings and others 'til really late at night, and I thought it was outrageous how much water was wasted in the process. The spiny tunnel-type washer machines were on full blast 24/7 (literally all day and all night) whether there was a car in them or not. And in that warehouse alone there were 3 or 4 of them, so just imagine how many of these warehouses wasting water there must be all over Europe at least...VERY environmentally unfriendly, and plain old wasteful and BAD.
Booked a car weeks in advance for a family event, arrived at Europcar with license and address confirmation in form of 6 letters. Europcar confirm addresses via Equifax, and they tell me no record of me at address I provided, I've since checked on Equifax, and my address is confirmed. My weekend was ruined by Europcar, was it incompetence or a deliberate act by Europcar to deny me, what was a good car hire price. Europcar made no attempt to resolve issue. Members of staff trained via spreadsheet.
Prior to making our trip to Ireland in June I called my Mastercard to make sure my card covered my car rental insurance. Upon arriving in Dublin I was told by Europcar that they would not accept my Mastercard coverage unless I provided them with a letter of proof. I had no option but to take their insurance of some 40 Euros per day. I told the rep that I was going to make a formal complaint with my credit card company and was told that was the right thing to do. When I returned to the States I contacted Mastercard and they initially reversed the insurance charges.
Now two months later they have reversed the charges saying that Europcar showed them I had signed their agreement and I had not objected. Both my wife and adult daughter heard me object. I would never use this company again and am disgusted with the way Mastercard has failed to live up to their word that I had worldwide coverage. Both companies are to blame. Advice: Do your homework! NEVER USE EUROPCAR. THEY WILL SCAM YOU!
We had the terrible experience with Europcar while traveling to Puglia this summer. Our van got stolen on our last day, and inside the van was our double stroller and the 3 car seats we rented for our toddler girls. Besides having to file a police report to show at the return car counter, we had the awful news that we would have to pay for a full tank of Diesel ($150 euros) plus the car seats, which they said was not insured. We needed up paying an extra $500 euros on top of the car rental.
Not only that, one month later, Europcar tried charging my Amex an extra $900 euros on extra charges... Lucky I had called my American Express, that said they don't cover any incidents in Italy and other 5 countries because this is very common on these countries... so they denied this other charge that Europcar tried to charge us. This company should be ashamed of doing business like this. We had our van completely insured, including accidents, robbery, etc... We will never use this company again and DO NOT RECOMMEND IT!
We were flying as family 4 adults and 2 children to Vienna with the intention to rent a car at the airport. We made our car reservation ahead of time to make sure we get a van that will fit our large group. We made similar car reservations in the past in worldwide location with no issues. However in the Vienna Europcar we faced a very different situation. When we arrived at the front rental car desk we were surprised to find that our reservation was canceled. WOW. This is a very inconvenient feeling arriving with a large group needing a specific relatively large van. We called our travel agent where we booked our car rental and they immediately contacted Europcar to straighten this issue. A new revised reservation was sent immediately to Europcar Vienna desk. It should be stated that from what we learned, it was the Europcar Vienna mistake to cancel the reservation for an unknown reason.
I like to pinpoint the behavior of the Europcar personnel behaved toward us; they were extremely unfriendly mentioning to us that nothing will help us as they do not have cars in their site and needless to say that the previous low price on our reservation cannot be matched. Eventually due to our agent pressure who did for us the reservation we got a car about 2 hours after we arrived the front desk. We left Vienna frustrated mainly because of the aggressive and impolite behavior of the Europcar Vienna team. This was not the end of our poor experience with Europcar Vienna. When we arrived back to return the car the inspector of the car in the parking lot indicated that we have a few minor scratches on the back car bumper. He highlighted them with a marker and mentioned that this is Europcar policy (See the photo).
I must say that this never happened to me, I was renting cars all over the world for over 30 years and such a minor scratch was never ever an issue. The scratches are shallow minor paint scratches not a deep indention and I am not sure if we have not gotten the car as is with the minor scratches. Going to the front Europcar desk with this minor remark we face the same group of impolite people who advised us that the expert will check the damage and we will be advised. Well, after about a week we got by mail with their invoice stating that they charged us 964 Euro (804 + Value added tax of 20%). Even if the minor scratches were caused by our bags the charge of 964 Euro, are way way too high charge and not a realistic acceptable charge.
It looks like Europcar in Vienna are making efforts to overcharge people who are renting cars in their office. I wonder if there are more people with similar cases? Bottom line: What a terrible and frustrating experience we had. The Europcar Vienna airport office is a place to skip. Never ever consider to rent a car with Europcar Vienna airport.
We decided to rent a car in our vacations in Mexico. We purchase all the extra insurances just in case something happened. On the highway doing 60 mph we had a flat. We tried calling Europcar and no one answer our call. We waited hours on the highway. Finally an emergency patrol that had nothing to do with Europcar helped us change the tire and immediately alerted us that all of the tires were in desperate need to be replaced. In some of the tires you could actually see the bare wires!!
When we reached our destination we got ahold of Europcar office in Puebla Mexico and they said they will change the tire at our hotel for free since we had the insurance. Then they called an hour later saying it was not covered. After many calls finally they said it would be free of charge. Now that we are back in the US, we see they overcharged our credit card for $123 dollars for the damage. It is incredible that a company like this keeps doing business. They put the safety of the customers at risk. Whatever you do, do not rent a car from Europcar in Puebla Mexico. It is unsafe and they are not to be trusted.
I hired a car at Europcar in Euston Station London. The staff member had English as a second language as did the service person who pick the vehicle on the floor. There was a distinct break in understanding. I received the barest of appropriate customer service. After I identified myself as a tourist from Australia that at no stage did the Europcar agent advise me that I may be subject to certain regulations applicable to me that I was not aware of, such the London Congestion tax. If I was made aware of this fact, I would have dealt with it in London there and then. As a result, I received an account via the mail of a charge of 101 GBP. This consisted of 65 GBP congestion charge and a 36 GBP admin charge.
In Australia, there is an understanding of what appropriate customer service involves and this involves that knowing the customer is always right. This also entails that the service provider appraises the custom of all matters the may be incumbent on them. I am not going to bleet at you any further and I will make it know to all and sundry, that if they intend on traveling to the UK, not to use Europcar as they will not receive the appropriate customer service as is expected.
I had two conversations with your customer service staff on the 22 Aug 2016 and I was less than satisfied with their approach. These agents were Eleni and Munira. I informed them that as a result, I was willing to pay the 65 pound charge, but it did not sit well with me to pay the admin charge, due to the lack of customer service. As a customer, I wanted to speak to someone above them to discuss my situation and they stated that there was one person to be referred to and that the decision stood. i.e. "lack of customer service".
Through this email I will try to explain story what really happen on Sunday morning while I was returning the rental car. Arrive at the airport, I was going through the normal procedure to return the car. The car was in extreme good condition, suddenly I was surprised to hear from your staff that the luggage cover is missing which I am 100% sure that I did not have it when I received the car. I was surprised and disappointed to hear that in the same time I had my family waiting at the airport.
I was trying to explain that to your staff but the guy was not cooperative but that was not the problem. The real problem is when the person named Steve ** which I was not dealing with him in the first place start to shout at me, swearing using the F word several time and treating me - he was vulgar, very violent in his speaking. I was scared, I asked to see the manager, Steve told me that there is no manager and there will be nobody in charge here. Asked for his name, he want give it to me and kept treated me. Also just to let you know that during my whole flight, 8 hours, felt dizzy and my heart weak because at how badly I was treated by a one staff from Europa, Samuel. I have never been treated as that before.
I hope I did explain what really happen and this behavior will never happen again. Again I assure you with all my honesty and integrity that the luggage cover was never there. I thank you for giving me a time to explain to you the situation. Hope you are going to take action that this behavior will never happen again. Let me know if you need further explanation.
I am a long-time resident of the Philippines living both in North America and in the Cebu area. I decided to rent a car for a few days and this company came up through Expedia.ca. I planned to use my credit card insurance but renting previously from Hertz here it had been a hassle. So I contacted Europcar customer service online and they said to bring a letter from my credit card company saying I was covered. I arrived... presented my reservation, CC, Drivers license... and the letter from my bank regarding coverage for auto collision damage. Made no difference.... they still wanted to charge me for their CD insurance.
They filled out the contract by hand... with no detail of the charges... and were ready to run my card. So glad I stopped them. I would have spent $90 US a day. I rented a driver full-time for less than half. Stick with the big American franchises here if you can afford them. They are expensive but have level of accountability. Travelers Beware! I don't know why the big travel booking services include this company. They are not a viable option.
I booked our rental car through Hotels.com and purchased an insurance plan with the rental. The website assured me that this was ALL the insurance needed. When we arrived to pick up the car, we were told be the agent for Europcar that our insurance was not accepted and that we had to purchase their insurance for about 3x the cost. I was unhappy, but agreed since we were tired and wanted to get to the hotel. This however was nothing, however, compared to the fraud perpetrated upon us when we returned the car.
When we went to return the car we were told the front license plate was missing. I noted that there were several cars in their lot missing front plate and that one customer who was picking a car without a front license. I also argued that since we had paid for their insurance, any replacement cost should be covered. The agent told us this was not covered, that we had somehow received a police citation, and the missing license was "proof" of this [at no time was I ever pulled over, given a citation, or had any citation placed on the car] and that we would have to pay an additional amount of 8,000 pesos MX or about $420 USD, or that we could go back to Cabo San Lucas to clear this supposed citation [which they knew we could not do as we had a flight to catch].
Note: they could not tell us what the citation was supposedly for, when it was issued, or even where it was issued. They were not going to let us leave until this amount was paid. I put it on a credit card knowing that I can, and will, contest this charge. I would not recommend anyone to ever use this company.
I am writing to complain on the behavior of one of the employees in your office opposite Parikia port in Paros Greece during our visit to the island. This is what had happened on August 4th. I met an employee in Europcar rentals that told me I had to wait some minutes until the car was delivered to us. While we were waiting downstairs for about 30 minutes the car finally came. As I noticed the car had dozens of scratches and bumps and because I was informed by the hotel management we were staying that your company does not have the best reputation on the island (they told us that they are renting cars that have lots of damages from previous rentals, and when you are delivering the car back to them they are blaming the last guy who rented the car, saying that he is responsible for the scratches and that he has to pay for all damages).
Therefore, I found it right to take some pictures of the car and the damages so when I was going to bring it back to have some proof that the damages were there the day I rented the car. Then a guy from your office, named Michalis, comes up to my face with a hostile attitude shouting that taking pictures of the car is illegal and that I am committing a crime!!! I told him in the same attitude that I have every right to take the pictures.
I went upstairs to the office to fill out the documents and I asked another employee if it is illegal to take pictures of the car showing whereas the damages are. He said no, and that it was OK. Then the rude guy comes upstairs and he continued shouting and pointing his finger in my face and saying that I should never again talk to him in a bad way. I think he was ready to start hitting me if one of his colleagues hasn't intervened to calm him down. Of course I was shouting back to him and he picked up the phone to call, as I understood, some of his friends to come there and take care of me. However, we decided not to proceed with the car rental and told them that the 75 euro that I spend as a deposit am willing to lose them in addition to save ourselves from bigger problems.
I am writing this to you because Europcar is a big company and this guy in Parikia is giving your company a bad reputation. During my staying in Paros I discussed this matter with local guys that I have met and every single guy told me that your company is the worst and lots of people suffered by their mafia techniques they are using. I think you should take some action over there since the guys there are destroying your name. As for me I am going to advise any friends or relatives that are visiting Paros not to go close to your office. I am also sending the letter to Ryanair, since I have booked the car through their site, and I am going to post a review in Tripadvisor.com as well.
I want to ensure that all my friends, family and the general public be warned about the completely horrible experience my wife and I had with Europcar in Amsterdam in Overtoom. We incurred a charge to our credit card for 550$ approx. for alleged damage to the vehicle. We were never even made aware to any damage to the vehicle until the money was withdrawn from our account. I'm not even sure if this is legal?? Now we have waited until over 6 months to get nowhere with their incompetent employees in order to get the money back. Europcar gave my wife and I the worst rental car experience EVER! After Reading the other reviews it is now clear that your company is completely unaware of how to operate ethically and I'm sure you will not be in business much longer. Don't use Europcar under any circumstances!!
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