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Appalling Customer Relations and Lousy After Sales Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AUSTRALIA, WASHINGTON -- Firstly, it took Europcar more than a month to give me a response on my authorization charge inquiry, despite me calling and emailing on 3 separate occasions. I had to chase Europcar for an answer. Secondly, Europcar's process of placing an authorization charge on customers' credit card is ridiculous. When I picked up the car at Perth Airport on 18 Aug 15, a charge of AUD 1,410.74 was made to my credit card. This was the deposit plus GPS and additional driver charges. But, the very next day on 19 Aug 15, the same amount was debited back into my credit card account!

When I returned the car on 31 Aug 15, a charge of AUD 1,409.74 (-$1 deposit) was made on my credit card. Because of the transactions on 18 and 19 Aug 15, I lost SGD 98.69 due to the exchange rate. Why is there a need to debit back the amount into my account? Why can't Europcar hold the amount until I return the car then debit back the deposit? Renee from Customer Relations Australia was defensive and stubborn by saying this is company policy and that I agreed to the terms & conditions when I signed the rental agreement. This was not what was written in the T&C:

[General Rental Terms, Section 6.2 Terms of Payment]: "When payment is made by means of a credit card, an authorization will be requested prior to the start of the rental... This amount is not debited. It is held on cardholder's bank account until the final rental charge amount is debited." [Prepayment Terms and Conditions]: "An authorization will be obtained at time of rental and only on return of the vehicle will the corresponding charges be posted to the credit card."

Lastly, another charge of AUD 512.38 was made on my credit card on 1 Oct 15. I did not receive any invoices, statement, or document to explain what this charge was for. When I called to get an answer, it turned out that they had keyed in my email address wrongly thus the invoice didn't reach me. And the charge was for a small glass chip on the windscreen!

When I finally received the invoice and damage report, they had spelt my name and email address incorrectly again! I have requested and have yet to receive the updated invoice and damage report as of now. This administrative lapses is outrageous and unacceptable. It is affecting my insurance claim. I've never been more disappointed and upset with a car rental company like this one.

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Terrible,Will never use again
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

EXETER, ALASKA -- My advice is not to use this company, they will rip you off every way they can, going through their Customer Service department is a nightmare and a complete waste of time. I rented a vehicle from their Exeter branch at the Airport on 7th December 18 for 3 days. I purchased the basic package online but after doing this I read their feedback which scared me so I cancelled the basic package and made a second booking for their premium package which states covers all extras including damage caused to vehicle. When I picked the vehicle up on the 7th December the male behind the counter gave me two forms and told me to sign both without explaining to me what they were. I read the 1st form which was my rental agreement which I was happy with so I signed it. When I read the second form I noticed it was for extras which I could choose but would cost me extra. I informed the male I did not need any of these extras as I had booked the premium package so he said fine just sign and print your name at the bottom to say you don't want any extras which I did. The vehicle was left back on Sunday 9th December as agreed filled with fuel and no damage caused to it. On the 12th December I noticed Europcar had taken a further payment from my credit card without my consent. I phoned the customers services and was told this was for the use of the drop box facility because I left the vehicle back on a Sunday and their office was not staffed on a Sunday. I challenged this as I was not told about this extra charge so I was told this would be passed on to someone else in the Customer service team. A number of days later I had to phone again and spoke to a different member who stated this extra charge was not for the drop box facility as I was told but for using the breakdown assistance when my vehicle broke down. I informed this member my vehicle did not break down so again I was informed this would have to be passed to someone else. The next day I received an email that this charge was not for my car breaking down but for an additional option of asking for breakdown assistance. Again I emailed Europcar back to state I did not ask nor order this option and I would like my money refunded. I was then emailed the second form which I had left blank as I did not want any of the extras but I noticed that this had now been filled in or I should say FORGED after I had left their office. I have emailed Europcar on a number of occasions to tell them that this form was filled in after I left their office, the two people with me and the CCTV in the office can prove this. They have emailed back to tell me that they can only go with what info they have, namely the forged form and their lying member of staff and refuse to do anything else to investigate this. To date they have not spoke to the two witnesses with me nor have they checked the CCTV. My advice would be DO NOT USE this company, they will rip you off and their Customer Service team are terrible and a waste of time trying to get in touch with them. I am not the first person nor will be the last to be ripped of by Europcar but I would like to prevent this from happening to others so that's why I am writing this feedback. I have now reported this fraud to the Police and Trading Standards and have been informed that Europcar have history for this as in June 2014 they were fined over 264 thousand dollars for unconscionable conduct and making false or misleading representations when charging customers for damage to hire vehicles. Also in June 2017 their England offices were raided by Police and Trading Standards due to a case which referred to the Serious Fraud Office due to accusations of overcharging customers for repairing damage to hire vehicles, something they do not want their customers to know about. You would think that a company with over 70 years of experience could do better. I think Europcar should change their uniform and give all their staff Balaclavas to wear, at least when they are robbing us of money they will look the part. If you have to use this company as a last resort my advice is read over all the paperwork first then use your phone to record what you say and what you sign (not that this will matter cause Europcar Customer Services will only believe what their staff tell them) then keep a close eye on your credit card watching out for further withdrawals from them. I am actually annoyed that I gave Europcar a 1 star rating, this is too good for them, only for the fact you cannot leave feedback without clicking on one of the stars, they don't deserve any. I will never use this company again, I would rather walk first than get a car from them. If Europcar have done something similar to you consider filling in the complaint on this link, its the financial Ombudsman Office who will look in to it and will refer it to Trading Standards
https://help.financial-ombudsman.org.uk/help

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Damage Scam
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LONDON, UK -- We reserved our vehicle online for September 2 of 2014 for our day trip to Stonehenge and Dover from the 12 Semley Pl location in London. When we got there we had been told that the mini cooper we had reserved was not available and were offered a BMW 330 for the same price. So far so good I guess, I suppose a BMW would be just as fun for our trip.

We were then asked if we would be using a full tank and would like to buy the gas in advance for returning it. Since our trip would be roughly 330 miles, we accepted that. Not knowing that they would be giving us a diesel car (the customers in front of us were given a car that required gasoline) and that the car got like 50 miles per gallon. So when we returned it after only using a half of a tank of gas, they basically said tough luck. But that is not the worst of it.

When we were given our car, we were expected to look over the vehicle in a dark parking garage with no assistance. Not seeing any damage to the car we were on our way. After returning from our trip we dropped it off in the same place we picked it up. Only this time the attendant had his flashlight ready to go, and made a b-line directly to one of the tires. "Oh, there is a cut in the tire" he says. Except that I never hit anything, and it was right next to previously documented damage to the wheel rim. So I was sent back to the office to take care of it.

After talking to the manager or whoever he was for a couple min, he said he would go look at it and took some pictures. About 20 minutes later he came back with his camera and showed us the tire -- which, there was no way to even tell it was the tire to the BMW. It looked like someone had taken a knife to it and carved part of the tire away next to the rim. Or even something that would have caused major damage to the rim other than the few scratches that were there from previous users.

He claimed this kind of thing happens all the time when you hit curbs or leave the parking garage. Except in all the vehicles I have ever owned I have never seen anything like this and I don't go driving around hitting curbs either. So he hemmed and hawed for a few seconds and said we would have to pay for a new tire and wondered why I didn't buy some fabled "tire insurance." Tire insurance??? Nobody ever mentioned tire insurance, let alone why the hell would anyone need tire insurance unless you're running some sort of scam.

He just kept saying this happens all the time, and to call and complain to Europcar. But there was nothing he could do because someone would get in trouble. So with our great day of seeing the sights ruined we head back to the hotel awaiting the day we returned home to call customer service. When we looked at our credit card statement it turns out that they not only took our online pre-payment, but also charged us again for the rental at the office!

AVOID EUROPCAR AT ALL COSTS! It may look like you will be saving money on your rental, but this place is running a scam on their customers, and you will end up paying even more money on top of your rental if you are not careful. I am just glad they didn't try and pull the 'old' damaged spare tire trick on me that apparently they have been doing to people in Mexico.

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WORST HOTEL EXPERIENCE EVER
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA, GEORGIA -- On 9/30 my partner and I checked into the Staybridge Suites of ATL Perimeter Center. We were so excited since we were long distance couple.
On 10/1 we noticed strange charge was put to the credit card: Hotel has charged $500 for smoking cigarette inside the room.

We drove 2 hours to speak to the manager and their staff.
Ms. E, who is no longer with the hotel, was an absolutely nightmare.
We requested photo or to see if we could walk together to the room for investigation/ inspection and she said "we do not have any proof, no photos, nothing. House keeper is gone for the day by the way." Mind you this is 2PM. Despite the fact that there was no evidence of smoking whatsoever, they refused to take off the charge.
What really made me mad was Ms. E's attitude.
This was my first time charged with something unreasonable so I asked her for help and asked what can I do if there is no evidence they could show me and she said "you can dispute with the credit card company if you would like but I do not have anything."
The case has closed and hotel won the case so I called today, nine months later, asking for evidence of the picture of anything and the GM still refused to show me picture. She said "there is no picture."
Without evidence how do you prove someone has smoked inside the room?

I spoke to corporate IHG senior manager also and they are saying the same thing. That the case is close there is nothing they could do.

I spend about $2000 on a hotel a year not only because I am in a long distance relationship but because I love staying at a hotel where I could meet people and enjoy the time. I am an educated person who has common sense knowing almost all hotels have very strict smoking policy and they have smoke detector. Who smokes inside a hotel?
This experience absolutely made me hate and afraid staying at any hotel because I cannot help but keep thinking they could accuse me with anything if they would like to.

I just want to warn everyone who visit this hotel. Credit card company would not reopen the case because it's been closed. I am not going to pay $500 and I am going to fight for my right because the truth is I did not smoke and merchant does not have any evidence.

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Advertisement
Bait and Switch
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DUBLIN -- Rented a car for a vacation in Ireland. I rented the car through Expedia and I thought I was renting with Alamo. At the time I rented the car, Expedia offered full coverage insurance. I have rented in Ireland before and I know that insurance is an issue there, so I bought the extra coverage.

When I got to the Dublin Airport to pick up the car, I found out that Alamo was Europcar and I was concerned since I had reviews of how awful they are and that they use bait and switch tactics, but I was stuck. The line for those of us who reserved a car was very long and people were taking up to an hour to get their cars. Once I got to the counter I understood why. The first thing that happened was the clerk changed our car from gas to diesel adding $5/day to our fees.

That was OK, but I then realized what they had done on Expedia's website by offering a low rate. They hoped to get customers in the door and talk them into something more expensive, so I was on the alert for any other changes. At that point, the clerk said I had to buy insurance. I provided her the voucher Expedia had provided proving I had already purchased insurance. She said it was not insurance, although it clearly stated it was. She insisted I take out a $30/day policy with them or leave a $5000 deposit. I told her I wasn't doing either of those.

After 30 minutes of this, she got her supervisor, **, who continued to insist that I had to leave a deposit. I finally pointed out the website that the voucher mentioned. ** and the clerk read the terms and it was clear they realized they were wrong at that point, however, they refused to honor the terms and insisted that I still had to leave a $5000 deposit. They then said, "Let's start over and just see how much it will cost if you didn't have reservations."

At that point, I called Budget Rent a Car. ** said she would beat whatever price they offered. Once I told her the price, she said, "You should go over there." Obviously, she didn't want to beat the price. She also told me the company would sue me for libel once I told her I was going to tell of my experience with them on review sites. Do not use Alamo in Europe or Europcar as they really are a horrible company with no ethics or standards. They know once you are in their office, you are their prisoner and they will not have mercy on you.

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Atrocious, Exhausting, Disgusting, Extortion, Underhanded and Pathetic!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ENGLAND -- My Wife and I flew from Toronto/Canada to London England summer 2019. I had booked a car through Sell Off Vacations website which uses "Car Trawler" to reserve and supposedly pay for a car with Europcar. I paid for my reservation in full while in Canada prior to our trip and received my confirmation stating paid in full and ZERO dollar balance upon arrival. Upon arrival I was told that was just a deposit and didn't really count. The car I reserved was not available. I was fine with that except I was charged $800 + for an "upgrade" which looked like an equivalent to me.

After stating my case, Europcar and Car Trawler both responded basically with "oh well" leaving me well out of pocket. We are now booking a trip to Germany this August 2020 and while looking to book a car, Europcar came up as an option and I happily moved on! Seems there are some positive reviews and some not in regards to Europcar, mine obviously is not and I shall NEVER rent from them again... ONCE BITTEN... Peter **.

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Strongarm Mafia Tactics
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LONDON -- Don't rent a car from Europcar unless you have money to burn.
My 17 day car rental was confirmed online and I refused the insurance coverage as I had a letter from my bank to show that I was covered through VISA.
I arrived at London Gatwick to pick up the vehicle and was told I needed insurance. After trying to convince the agent I didn't want or need additional insurance over and above my VISA insurance, I was told that I couldn't rent the car without it!
Oh sure, I could have walked away - and then what? I needed the car for my vacation.
My rental was $392 and my insurance came to $662. I was forced to pay over $1000 for a car rental!! Europcar have their customers over a barrel. They use Mafia type tactics to squeeze every penny out of your bank account.
DO NOT USE THESE CROOKS!

Replies
Beware of Extra Costs
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LONDON, FLORIDA -- We rented a VW Polo from Heathrow airport and traveled to Cardiff Wales in October. In nasty, rainy weather and driving on the other side of the road, we inadvertently got into a Bus Lane. Within a minute, we realized our error and got out of the lane. A camera caught our mistake and ticketed us $45. The sting is that Europcar charged us an administration fee of $51.75 for sending emails to Cardiff and us. Ouch! Europcar would not budge on this fee and both representatives REFUSED to transfer me to a manager. The patent response was that the administration fee was in the rental agreement. Lesson learned - before I rent from Europcar again, I will ask what the fee is for a traffic infraction. Clearly, Europcar is making a bit of money off of driving tourists.

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Advertisement
DO NOT RENT from this company - what everyone says is accurate!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DUBLIN, IRELAND -- DO NOT RENT from this company (Europcar Dublin, Ireland). If you do, expect that you will wait at least 1 hour and you won't get the
***published here https://www.trustpilot.com/reviews/5d93fb1a6b045809d8cd0ede***

car you signed up for. They did offer an upgrade, however at the last minute they did a bait & switch with a couple who complained. They got our sedan and we got a hatchback. The funny part is they didn't even have any Audi sedan at the facility. It would have been better to pay for a less expensive car then the extra $ for a car I didn't want. Of course there is no refund or credit because I could have waited another 30 minutes for them to find a different car. Plenty of other companies to give $700 to!

Replies
Stolen Money
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

UK, FLORIDA -- The clerk informed me that there would be a charge for a deposit which would later be returned on card#1. The rental amount was supposed to be put onto card#2.

Months later I still have a charge on card#1 AND card#2. I filed a dispute on charge#1 and my bank informed me that Europcar sent documents detailing my authorization for the charge so there was nothing that could be done.

I did not authorize any amount beyond the $150 deposit to be placed on the card. Europcar falsified documents to withhold over $500 on a $380 rental.

I highly suggest you warn any friends or family to avoid using this company at all costs, even if they appear cheaper at first they will cost more with fraudulent charges.

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Europcar Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 27 ratings and
78 reviews & complaints.
Contact Information:
Europcar
Immeuble Les Quadrants
3 avenue du Centre
78881 St QUENTIN en Yvelines FRANCE
33-1-30-44-90-00 (ph)
(33) 1 30 44 94 45 (fax)
www.europcar.com
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