Months before our trip to Israel in 2000, I searched the Internet for a rental auto. Auto Europe offered me a good rate on a car from Budget. Since I didn't want to purchase the CDW, I asked them to remove that from the quote, and they did. Their voucher says explicitly "CDW optional." Based on that information, I made the reservation with Auto Europe, and paid the required advance via VISA.
When I bellied up to the counter in Jerusalem, I was informed that Budget does not rent autos in Israel without CDW (Budget calls it LDW--Loss Damage Waiver). With the family waiting, and time running out on my appointment 100 miles away, I had no choice but to pay $113 for CDW so that I could rent the car. I did this through Auto Europe because it was the cheapest option open to me at the time.
Back at the ranch, I contacted Auto Europe to get a refund on the extra money that I had had to pony up. The way I see it, they are required to provide the car rental for the price that we agreed to. As it was, I was forced to purchase a service which I explicitly did not want, and the fault clearly lay with Auto Europe for providing me with incorrect information. The price and conditions on the voucher are as legally binding for Auto Europe as they are for me.
After exchanging lots of emails with their service manager, Bruce **, he finally bucked the decision up to the president (and CEO) of Auto Europe. I waited for two months, but I never did hear anything from the pres. During that time I exchanged two emails with Bruce **, and sent a warning with a deadline. Nada. The moral of the story is: beware of doing business with Auto Europe. A reputable company would have acknowledged their mistake and compensated the damages. Auto Europe has done neither.
5 months ago in December (winter time here in Europe) I have rented a car in Italy/Bergamo with Auto Europe. The car has been rented with ZERO EXCESS INSURANCE. I travelled from Bergamo to small village in Italian Alps. After 5 days on day of my departure from Italy the car broke down. Engine just died when we were about to leave the village and drive to the airport.
I rang Auto Europe just to find out that they were not able to provide me with the replacement as they didn't have any offices in that area. They offered to send towing vehicle to collect the broken car and a taxi to take us to the airport in Bergamo (250km away). I have been informed that Auto Europe will pay just 150 euro for the service so at the end I have been left with no choice but to pay additional 150 euro for the taxi.
After two weeks I discovered that my credit card has been charged with 130 euro. After my numerous phone calls and emails to incompetent Auto Europe customer service I received their explanation that I have been charged for the damage to the car. As they explained I didn't put anti-freezer liquid to the fuel tank and the car broke down. INTERESTING thing is that I got the car with the full tank and did not have a chance to fill it up by myself at all. Of course I have explained everything to Customer Service.
When I received my credit card statement I discovered an additional charge of 93 euro to my card. I still did not receive any explanation what is the basis of that charge. Since more than 5 weeks all my calls and emails are being left without any response. Just to summarize I have to spend additional 370 euro (even though the car has been rented with ZERO EXCESS INSURANCE) because Auto Europe has provided me with no technically fit car. DO NOT USE THEIR SERVICE IF YOU DON'T WANT LOSE YOUR MONEY.
PORTLAND, MAINE -- Before traveling to Bulgaria, I called to ensure that I could rent a car and then take it to other countries. I was given a list of countries to which I could travel. I asked how close to the trip I could call back and they said that it was just a matter of availability. So I called back to book two rentals on a Friday - one for the next day and one for the following Tuesday. At this point I was told that it took five days to get the paperwork in order to travel out of Bulgaria. OK, the next day trip was out, but what could we do about the second trip? They booked it for the following Wednesday - that being five days out.
On Monday, I was informed that it was denied because it was not five business days out. I fully understand some of this is on me, but part of calling a broker is to use their expertise, and knowing my plans to travel outside of Bulgaria, it seems they could have notified me up front regarding the waiting period.
As for booking it out 5 days only to tell me that it is 5 business days, come on! Know your own rules. I could have rented something locally for the portion of the trip in country, returned, taken their rental and gone. It would have sufficed, but now I am simply faced with not enough time to get there and back. I am thoroughly frustrated by their lack of knowledge of their own product, but I should acknowledge that everyone I spoke with was courteous.
Beware! These guys will rip you off. They have incompetent billing practices. Their website will quote one price and then one week before you leave on vacation they will contact you with additional fees. By this time it is too late to find anything else so you eat the extra cost. I booked a vacation to Turkey and two days before the trip they contacted me saying that it would be an additional 250 euros for additional car drop off fees. Couldn't find anything else on such short term notice and had to pay.
I came back from vacation and went to a dinner party and met a couple who were going to Croatia the following week and they told me the same story about booking through Auto Europe. An agent had contacted them the week before saying that there were additional fees. The couple tried to book something else but everything was already sold out. Beware!
Booked a car through them for 5 days, to use in Spain. There was no mention about any particular fuel policy during the booking process, so one could well assume that this would be the standard "pick up full, return full" policy. Only after I'd paid and received the voucher, I noticed that the fuel policy was an abusive one: you had to buy a full tank of petrol (overpriced even, at almost double the average price per litre!), with no refunds given for any unused petrol at the end of the booking.
I should have seen something like this coming judging by the way the booking went - site broke down and could not handle online bookings, so had to book over the phone, on an international call, with a slow and untrained operator.
PORTLAND, MAINE -- In July 2010 I rented a car from Auto Europe (National Car Rental), on a vacation trip to Scotland. When I returned the auto to the Edinburgh airport, I had problems with Auto Europe. First the representative claimed that the car had been damaged; after a lengthy debate the decision was "no damage."
After I returned home to the United States I was shocked to learn that I had been charged for an extra day by Auto Europe. The car had been returned on-time, evidenced by the receipt provided to me by AE, and the company did not advise me that the return was late. I attempted to resolve the dispute with Auto Europe, but the company was unresponsive. After several months the credit card provider (not AE) refunded the disputed balance. I got ripped-off by Auto Europe and any prospective customer should be aware of the treatment I received. AE was unethical and the customer service was lousy.
Having dropped off the car on return in Bologna, my deposit for any damages etc, was fully refunded and Sicily By Car/Auto Europa signed off on the car. In the agent's words "tutti a posto" or "Everything is fine". 4 weeks later, after my return to Australia, I see this charge of over 300 dollars from Auto Europa on my credit card. The reason? "Damage to interior - not covered by your comprehensive insurance cover". What a scam!!! There was no accompanying documentation, no photos of the so-called "damage". That's because there was no damage and this company is simply trying to extort 300 dollars from me. Any prospective clients beware!
SCHIPHOL -- Misleading quotes are used by Auto Europe!!! They quoted me a cheaper car rental than anyone and told me it was because of their agreement with various car rental agencies. Their voucher even indicated the price I was to pay. However, in the "attachment" you will read all the additional charges that they do NOT put on their quote. The rental rate was substantially higher than I had been able to find elsewhere. If you complain, they say that you have to adjust this before you rent, by going through their "matched rate department" to obtain the lowest price. The problem is you do not know about all these extra charges till after you rent!! BE AWARE!!!
I am an Auto Europe employee. No one from Auto Europe asked me to write this or knows who I am. I am not going to tell you how great Auto Europe is - I just want to give you a better understanding of all travel brokers so that you can avoid bad experiences. Auto Europe is the oldest and largest car hire broker in the world. That is a fact.
Before Auto Europe, consumers had no real advocate in the car rental industry. You could go to a rental counter anywhere in the world and get ripped off by any employee or undisclosed fee and no one would come to your aid. Travel brokers, like Auto Europe and others, negotiate prices, fees, terms of service, and quality of service and then post them on the web for you to compare and out-do the car rental agencies themselves and penalize them for bad service, if necessary.
There are limits. No travel broker can control the experience that you get at the desk! However, travel brokers can act as a liaison between you and the rental counter like a big brother protecting you from the bully in the school yard. I have had to do this many times and I would do it for you, if you needed me to.
PORTLAND, MAINE -- In April 2008, I rented a car in Milan from Auto Europa through Kemwel, Portland, Maine, USA. I paid for the full insurance coverage with ZERO deductible. Two days before I returned the car the front door lock could not operate by remote. The return rental desk person said someone had tried to open the door and it was an act of vandalism. A month later my credit card was charged $750 for the repair of a lock. Since it was rented through Kemwel in the US I called their customer department. Their representative told me that full insurance coverage does not include any damage to the car due to theft unless the car is stolen and not found or damage due to an accident.
Any damage to the car due to theft or an attempt of theft is not covered, IT IS ONLY FOR TOTAL LOSS! Beware, all potential customers. Their full comprehensive insurance is very misleading. I learned the hard way. Don't be fooled by Auto Europa and Kemwel. I will be grateful if someone who has similar experience can advise me on how I can recover Auto Europa charge to my credit card.