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Blacklisted by Europcar in Bordoux for receiving a poor service
Posted by on
BORDEAUX -- Last year we rented a car in Bordeaux, France. When we arrived they were very short stuffed, taking over 45min to get us a car. When they brought us a child seat, despite the fact that we specified that we
wanted a superfix (considered as a safe seat in the UK), they brought a very old style seat. It was impossible to fix and unsafe for our child. When we asked for another seat, they refused to bring it. After spending almost 3 hours in the airport and complaining to supervisors, all of whom were rude and unhelpful, even though they saw that we had a 2 years old child with us, who was very hot and tired, we finally got a marginally better seat (at least we could attach it to our car).

We sent a written letter of complaint on our arrival to the UK, but heard nothing and had no time to chase.

We rented a car in Switzerland this year, which happened to be from Europcar. When we turned up to pick it up, we were refused, as apparently Europcar blacklisted us. This resulted in us spending money on two more taxi rides and wasting 2 hours of our holidays and having to rent from another rental company.

We have no idea how in the eyes of consumer law it is possible when a company takes our money, provides unsafe and unfriendly service, and then blacklists us!
     
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jktshff1 on 2011-03-14:
How was the other rental agency?
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Europcar = credit card fraud
Posted by on
STAY AWAY FROM THESE CRIMINALS AS FAR AS YOU CAN!!!!!!
Europcar is basically an enormous credit card fraud scheme, covering as a car rental company.

I too have had a horrible experience with them and I am taking legal action (not just threatening with it). Feel free to join me if you were treated the same way.(see below).
My story (Perth, Australia):
Rented a car that had a scratch on the rear bumper when I got it (clearly marked on the rental agreement form as 'DAMAGE OUT'). Returned it in the exact same condition, but the airport desked was unmanned. Same scratch was marked as 'new damage' by some lazy employee afterwards. My card is now charged with 3023 euros (yes: three thousand!!!!!) For a stupid 5cm scratch that was already there!?!? I've explained their mistake to them numerous times. No reply to my many emails, needless to say. They just take your money and then ignore you.

Look around on the internet and you will find nothing but horror stories of people being charged ridiculous amounts from their credit cards for impossible claims by Europcar.

If you wish to help me put an end to these practices, you can contact me at: europcarjustice@gmail.com

I will be collecting all your stories, contact the press and if you are interested, my lawyer can prepare an international class action lawsuit. This is criminal behaviour and it has to be stopped.
     
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Alain on 2011-03-05:
Go to http://www.accc.gov.au/content/index.phtml/itemId/142 and report this.
Europcar has a pretty poor reputation so they'll probably be familiar with them.
getoverit on 2011-03-05:
Good link, Alain - yeah, there's a lot of Eurocar complints on this site. They seem kind of shady.
James livingstone on 2013-08-12:
Hired a car through economy bookings traveled from the states to Scotland was told by the Europcar agent at Glasgow Airport Economy Bookings did not issue voucher number even though the confirmation voucher displays paid in full Europcars took my credit number for a deposit now I have been charged again by Europcars
kringle1 on 2013-08-12:
Go to tripadvisor.com and look at "Europcar rental review" in the London Forum
J on 2013-12-22:
My credit card has just been shut down after a series of fraudulent charges. One of them was from Europcar France. Was looking for info about the company when I stumbled onto your review.

I'm wondering why the rental company would have even allowed my card to be used! I'm living in the states and clearly this person would have had a different driver license and address etc. How could have the fraud slipped by them? Probably because they don't care.

Europcar offers no phone number, no easy way to contact them. I was hoping to get some info from them to help track down the person who stole my card but it looks like a dead end.
Michael Casey on 2014-02-01:
Yes! I agree Europcar all went to the same school , I am battling the same extra charge from them
At Cape Town SA !
It was a fantastic place until we return the car at the airport .
Upon returning to Canada we received an extra bill for scratches!!!
Beware of renting from Europcar!!!
John on 2014-02-11:
Unfortunately, I'm dealing with the same problem now, too. I rented a car from them in Milan last August. There was significant damage to the right side of the car near the front wheel well and a small scratch along the moulding on the rear door. They claimed the little scratch was "new damage" when I returned the car and insisted that I complete their "accident report". I wrote that I caused no damage to their car. They charged my credit card more than $500 U.S. My card backed me up and refused to pay the fraudulent charge. Now, they are sending me letters threatening to sue me if I don't pay them. I think I'll be contacting a lawyer.
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Bogus charges!
Posted by on
I WILL NEVER EVER RECOMMEND CAR RENTAL FROM EUROPCAR EVER AGAIN!

I regretted not renting from Avis instead!

1. I had rented from Europcar from the airport 31 Dec 2011- 4 Jan and dropped off at Europcar Dandenong. Paid the toll through the phone and now, I received a letter saying I did not pay the citylink toll charge. Got proof for that in my credit card bill!! Have yet to call to clarify the charge as I just received the letter today.

2. Second time, I rented and extended the rental from Europcar Dandenong for 11 - 18 Jan. Upon return on 18 Jan at the airport, the guy who checked the car for mileage and petrol tank, said all was OK!
I got a shock when I was charged by Europcar Dandenong for AUD$39.51 on 19 Jan.... Called Europcar Dandenong to clarify. Debbie, who spoke to me on the phone, claimed that I was charged for 1/8 unfilled petrol! I practically lost my temper when I told her I had MADE SURE petrol was filled up upon return as I was well aware of the exorbitant charges I would incur. I had even gone an extra mile to wash and vacuum the car!
I did mention that from the nearest petrol station to the drop off area, she must be crazy to expect a full to the brim petrol tank!!
Anyway when demanded for her to send me a letter or invoice as a document/notification of charge, til now nothing has been sent! Emailed her to send to me again and still silence!
Just because it is in the terms and conditions that they can charge us for all these it does not mean that they can do that without notifying us. They should provide proof of these claims instead!

My sweet memories of Melbourne has been tarnished by this experience. I have spent nearly $2000 and yet they have the cheek to charge additional bogus charges!!
     
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Alain on 2011-03-03:
Looking at the previous Europcar reviews, your experience is apparently typical for Europcar customers. If you paid by credit card, dispute their charges immediately.
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Worst car rental company ever
Posted by on
This car rental experience was probably one of the worst experience of my life. I reserved the car via Europcar website for 8:00 A.M. on the 1st of February 2011. First of all, your website stated that your rental station was located in a hotel which is called Paradisius in Puerto Morellos. I couldn't find this hotel on Google map, so I asked several taxi drivers to find out that the Paridisius was now called the Saphir and in fact, it was located outside Puerto Morellos. I found out that there was a closer office. So I went to that office, It was now 9 a. m.. At the office, I asked if I could if the get the car there since it was closer to where I was staying. The clerk was really nice and told me that there was no problem that I just had to come back an our later and the car would be there. So I came back an hour later (around 10 a. m.) and then, the clerk told me that there was a problem with Europcar system at the Paradisius (Saphir) and that I had to wait for another hour to get the car. So I waited, and waited, and waited, to finally get the car around 13h30. A car that was not the one I originally asked for and was supposed to be an upgrade (yeah, right!). Then came the time to sign the contract, again there was a problem, the price was not not the one I booked for. It was almost the double! The clerk tried to fix the problem with the reservation center but both were helpless. I was so mad and didn't want to lose more time than I already had that I took the car and left. As I was getting on the highway, I noticed that the left tie-rod end was so worn out that I could hear it flapping when hitting bumps or holes. In fact it was so worn out that the car was pulling radically to the right when I had to brake hard. I had so much trouble getting the car that I didn't want to get in the trouble of changing for another car. I have worked for few years in the car rental business in Canada, so believe me, I know how it works and I know that this kind of situation is unacceptable. In the end, I lost half a day of my 7 days vacation in Mexico and end up with a barely undriveable car. So if you ask me, from what I have seen Europcar is the worst rental company ever.
     
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Europcar Wellington, NZ Credit Card Scam
Posted by on
NEW ZEALAND -- Although the clerk at the desk was a little gruff and unwelcoming, we did get the car we reserved and were on our way. In Napier, the car was vandalized, and a complete police investigation & report were filed. Upon return to Europcar in Wellington, they asasessed the damage (which took quite a long time with three staff that obviously did not know the procedure), and a complete claim was filed, a contract sign, and damages paid for. Two months later I get a mysterious $1,300 (USD) charge from Europcar Christchurch with no e-mail explaining anything about the charge. I contacted my bank, who said the charge to their system included no explanation of the charges, and had no routing numbers of any kind so it could not be investigated by my bank, but they put a claim against Europcar. I have been completely lost in the Europcar internet maze, and no e-mail messages have been answered. I've had even poorer luck with their voicemail system, which seems designed to discourage any customer assistance of any kind. Obviously, I will not rent from Eurpcar again, but in many of the complaints I've seen, many others have been victims of Europcar's unexplained and unwarranted charges.
     
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Alain on 2011-01-31:
The bank must be investigating something if they've put a claim against Europcar.
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Europcar Ruined Our Vacation
Posted by on
SZCZECIN POLAND -- Hello,

My wife and I have rented a car on-line through your website to be picked up in Szczecin Poland on July 17th, 2010 at the Novotel Hotel for 9 days. We were travelling from Edmonton Canada to Poland for a few weeks and needed a car to travel and see our family in Poland including attending a family member's wedding.

Our reservation was confirmed via email from your office: "Europcar@mail. europcar.com" on July 2, 2010 at the time of booking the car. We showed up at the Novotel Hotel on July 17th, 2010 at 9 A.M. as your confirmation email advised us to. The price we were to pay at the time of arrival was € 358.68. We were suddenly advised by the Europcar representative that Europcar does not have a car for us at all and they cancelled our reservation. The Europcar representative male told us that we were notified by email of the cancellation on July 15th, 2010. We have asked the male representative to pull up our email account on his computer to confirm that we were never notified and he allowed us to do that. This is when we showed and confirmed that we NEVER received a cancellation email from Europcar by showing our email inbox to the Europcar representative to see no cancellation email was ever sent to us.

At this time the Europcar representative told us "TOO BAD WE DO NOT HAVE A CAR FOR YOU". He was not only rude to us but not even once apologetic. He did offer us a different car for € 900 Euro Dollar to pick up the next day. This is more than double the price of what we made the reservation for. We requested to take the car that he was offering us but for the price we made the reservation for. We were told "absolutely not". No other offer was made to us and we were told to leave the Novotel Hotel at this moment as he was busy. We asked him what are we to do today as we have no car for today and no way to get around and travel to a weeding in a different city. We confirmed that we did no receive any cancellation email from Europcar and we were left now stranded without transportation. He told us "GET OUT OF THE OFFICE AND GO TO A DIFFERENT RENTAL PLACE TO FIND A CAR". We asked to speak to a manager and the representative told us no manager was on site that we could speak with and to contact the Paris head office to file a complaint!!!!

We were mortified with the service we received and left stranded on our vacation to cancel any plans we had. This company is a huge disappointment to any traveller booking a car with them. We were guaranteed a rental vehicle, no cancellation email was sent and then we were told rudely to get out of the office and go somewhere else upon our arrival to pick up the car.

I DO NOT RECOMMEND EUROPCAR TO ANYONE WANTING TO RENT A VEHICLE WITH THIS COMPANY AS THEY WILL NOT ONLY BE DISAPPOINTED WITH THE SERVICE BUT WILL BE LEFT STRANDED WITHOUT A VEHICLE ON THEIR VACATION.

Thank you.


     
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Alain on 2010-08-09:
Having looked at this and a majority of other reviews I will not be inclined to use Europcar in my future travels. Thank you.
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Complaints on Europcar Spain car rental service
Posted by on
Car was received at Railway Station Valencia (RENFE) February 27th, 2010 at 10:41h.

Rental contract gives damage report on the car going out:
Frente Capo Risco 0 a 50mm (Scratch in the front)
Ld. Condutor Prt Frente Raspado (lateral scratch driver side)
Traseira Porta Mala Raspado (scratch in the back)
Ld. Passageiro Borrachas Tr Danificado (scratch on the passenger side)

There is no drawing representation of damages for outgoing cars. Neither photos of these damages are available.

From the Europcar office in Valencia Railway Station to the place where the car was parked it is a 10 min walk. On the half way you arrive to a counter of an open air parking lot, get your ticket stamped and have 10 min to leave with the car through an automatic gate. There was no person at the delivery point. The car was considerably damaged and the description given in the contract is sloppy. The damage on the driver side started at the door but proceeded to the posterior side. This was easily recognizable as being from the same accident. Funny, they do not have a drawing like they do it for incoming cars: I thought that people were not very careful with that. The idea of getting back to Euopcar’s office crossed my mind, but this would lead to at least half an hour delay and my wife was waiting with the luggage in front of the hotel where we stayed.

I am 66 years old, rented cars in over 20 different countries from Hertz, Avis, Sixt and other rental companies. I stayed 4 days with the car and parked it all nights in underground parking. Finally I returned it very early at Valencia Airport and dropped the key in the Europcar Airport office. I never expected what followed. I returned home to Rio de Janeiro March 17th. My credicard was charged with 534.15 euros instead of 206.71 euros as was defined in the contract. So they subtracted me 327.44 euros. Long telephone discussions followed and they affirmed I would be responsible for damages in the already strongly damaged car. This is a trap. They certainly will rent the same car again and repeat the procedure. Curiosity made me look at the internet and this seems to be a Europcar Spain policy: it is amazing the amount of claims you find, other victims even found out that the value they subtract from customers is between 200 and 350 euros.

I do not understand how a company that wants to have an international standard can afford a situation like that: I had before good experience with Europcar France and Germany, but I am going public with this story on Europcar Spain.

Complementing the subject and giving it an end:
The story, after all, had a happy ending: I wrote a letter to Europcar France telling the details of the case in the end of March 2010. About one month later there was a positive decision to refund the value they took from the credit card. This really happened on May 13th, 2010.

The company is taking care of its image. I thank for it.

     
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Europcar drives your credit card up without permission
Posted by on
FRANCE -- We hired a Kangoo "passenger van" through Carhire3000. On arriving at Europcar Carcassonne airport we were allocated a Peugeot 3008 car instead. However, not told, just allowed to walk around the car park with keys for 15minutes looking for a Kangoo. Complained it wasn't similar to a van for carrying our luggage. Staff not interested or sorry. Returned the car on time but could not find any staff to check the fuel or condition of the car. After 20minutes found a young man who wanted to retain the keys the office staff had previously asked for. Told the office staff keys had been retained! Went back 2 hours later as a child's seat belt had been left in the car. Told car now out again and belt must have been thrown out. Next credit card statement showed an extra days hire debited. Fuel charged for along with a service charge for topping up the car. Complained by many unanswered emails to France for over 5 weeks - no reply of any kind. Contacted Europcar UK who eventually agreed with France the extra days hire was a mistake and refunded the charge and the 2 fuel charges. Then on the next credit card statement 25euros deducted!!
After a month of asking what it was for Europcar said it was related to a motoring offence reported by the "Local Authority." Europcar UK indicated it was to deal with the report but could not tell me what offence had been committed. To-date 3 months after the alleged motoring offence we have not yet been contacted by any "local Authority" to pay the fixed penalty or fine! We have asked what the offence was and who the "local authority" is who asked Europcar for details. Well surprise surprise we are having a problem finding out about the offence and the Authority.

     
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Anonymous on 2009-12-24:
You gave them permission by signing the rental agreement. I know it sucks but you agreed to it.
Anonymous on 2009-12-25:
The charge was likely a speeding fine or something like a red light infringement. These cameras are everywhere in Europe. They would have tracked the number of the vehicle and sent the statement with the charge to the rental company who would pay the fine and then charge you for it. I agree with you that you should get a copy of the statement that the authority sent to Europcar. You should challenge the charge with your credit card company and ask them to refuse to pay it unless you are presented with a copy of the statement from the authority.
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Poor Customer Service / Overcharged Invoice
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LONDON -- I rent a car from Europcar over a bank holiday early this month (2-4 May 2009). After one week of returning the car I realized overcharge on my credit card bill (over 100% more). They charged one more day because the officer was too busy to retrieve my key on the first thing in the morning after bank holiday. I mean the car is parked in the garage but they log my key in at 5pm the next day (the key was deposit inside the mailbox early evening previous day)

I called the customer service up and log the report. And they gave me an investigation number. After one week didn't hear from them again I called up again. The officer seem pretty blur about what's going on so I explained the whole situation again. They said it would take 1-3 days to investigate and they will get back to me.

After 3 day didn't hear from them, I called again. and same situation, I have to explain everything. I told the customer service about my frustration of not getting any result, the officer said he will call back within the day, but no promise. As expected there are no call.

And today the 3rd day I call up again, (realizing there is not user-friendly link to write a customer inquiry email on their website. Probably they get a lot of complaints due to poor service/ overcharge customers), they said they need four more days to investigate starting from my last call. I told them that I call 2 weeks ago, the officer insist there is no record of previous log report.

Up to this point I was really disappointed by the customer services (and make an effort to register and write my frustration down), not mentioning the other terrible stories I read on the forums and other about Europcar.

This is probably the first and last time I am going to rent a car from this freaky company. Not to mention there is no GPS rental when I pick up the car (which is such a basic requirement nowadays)

Get your car rental elsewhere from bigger names, maybe you won't have to queue an hour even if you book your car online. And maybe you don't have to bear the poor customer service manner on the other line.

The slightest bright side of the story is that my frustration is recorded on the customer service line "for future training purposes", which is absolutely required.
     
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Soaring Consumer on 2009-05-29:
I suggest that you inform your credit card company about this so that the overcharge can be put into dispute.
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Another Scam From Europcar!!
Posted by on
BRISBANE AIRPORT -- My recent experience with this car rental company...

I have booked & used the car over the weekend 6-9 March 2009 in Brisbane. I have picked it up at the airport on Friday 6 March ’09 and was given a condition report which had a couple of scratches mentioned in the Existing Damage section. I’ve noticed both scratches before driving the car and even pointed out one of them (a big scratch with peeled paint on the front bumper) to my partner who was travelling with me at that time. Knowing that the scratches were mentioned in the report, I took-off without the 2nd thought.

When returning the car on Monday 9 March 2009, I was pointed out to that front bumper scratch by the car inspector. I told him that it was in the condition report before I’ve picked up the car. His reply was that it’s a ‘REAR BUMPER’ scratch and not ‘FRONT BUMPER’ scratch that was in the condition report. Only then I have realized that I didn't pay any attention to the location of the mentioned scratches (‘front’ / ‘rear’) when checking out the car before driving it. When examined the rear bumper, there were NO any scratches found on it. I told the car inspector that it must had been a mistake when someone at the office was entering a description for the current scratches and that the scratch was already on the bumper before the car was used by myself (another person has witnessed it). He took the paperwork to the office and passed it on to the clerk who advised me that this would be checked and I would be notified in case of any problems.

I didn’t hear from Europcar and 2 days later realized that I’ve been charged the amount of $516.14 on 11/3/09 for something I have not done. That was without any prior advice, notification or discussion with myself which I believe was rather unprofessional.

Contacted the manager & spoke with Customer Relationship Officer - lead to absolutely nothing. Apparently, they told me that there WAS a scratch on the REAR bumper previously but it has been fixed but not updated in the system and therefore it was still appearing on the condition report. They told me that they called me (a lie!) but my phone was switched-off (it never is!); they also told me that they'd send me an receipt for the "damage" found for the amount charged ($516) - never got one!.. Briefly, they told me that it was my fault not to declare the damage before I drove the car and everything after - it's my responsibility!!!

Never again myself or anyone of my colleagues and friends would rent with Europcar!! By scammingly collecting my $516, they have lost instantly quite a lot of customers for years to come!!! I've been told a few stories about Europcar in particular but now I'm convinced that they are just a bunch of people who wouldn't give a toss about their customers and good customer service!! Don't use them or... abuse them if you can!!!

     
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Soaring Consumer on 2009-03-20:
Dispute the fraudulent damage fee with your credit card company. You partner can serve as a witness that the damage was pre-existing.
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