Europcar Spain Complaint - Complaints on Europcar Spain car rental service
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.