Europcar Complaint - Liability insurance / poorly maintained vehicles
TORONTO -- I recently booked my flight and car rental for our family vacation trip to Toronto from Winnipeg, Canada through the www.destina.ca website. I had a really bad experience with the car rental company Europcar off-Toronto airport location which is listed as New Frontier Car in Destina website.
I picked up the vehicle one day in advance on Dec 18th around 1.00 pm, which was reserved for a week starting from Dec 19th. I confirmed the availability of the vehicle before the arrival. I requested for an upgrade from economy to full size car on my arrival. I was given Chrysler Sebring with around 60K(km) - odometer reading.
I experienced problem with this vehicle, which seems like stalling during acceleration and breaking. Also it was skid badly on snow and wiper blades were worn off. It was not a safe vehicle to drive since we have a two year old son who travels in a front facing car seat, which also I rented from Europcar. I wanted to exchange the vehicle and it didn’t have a chance until Thursday Dec 23rd since I was busy with arrangements for a family get-together.
Since we have planned a family trip to leave next day early morning to a Ski resort, I called Europcar on Dec 22nd night around 8.00pm to find out if they have any cars available for me to exchange. The person at the counter advised me to come on the following day morning to exchange the vehicle. I told him I will be coming around 9 am. on Dec 23rd.
It was snowing and I arrived at the rental company around 9.30 am and waited until around 3.00 pm almost 51/2 hours to get another vehicle. I was so much frustrated because we have planned to leave early morning to the resort and all our plans were screwed up. We booked our resort condominiums for two days @ Can$850.00/day. We couldn’t make it to the resort until 8.00 pm on 23rd.
When I returned the car on 26th around 5.00 pm, I was charged for $613.59 for a week and two days including $8.99/day for liability insurance which total around $80.91. I verbally confirm the lady at the time of picking up the vehicle that I deny both liability and Collision insurance. I was in a hurry and she asked me to initial in two places in the agreement. I initialled w/o realizing one of it for liability coverage. I never paid liability insurance for rental cars, because it covered either by rental companies and/or my personal automobile insurance. I also charged for an additional day for approx. 5 hrs of additional usage, despite I spend more than 51/2 hrs of my vacation time at the rental location to exchange their unsafe vehicle.
I contacted Destina.ca and they explained to Europcar about my complaint. Also Deatina said since I have updated the vehicle then my online booking became void and the rental agreement is between me and Europcar. I contacted Eurocar CEO and the person in-charge for off-airport location by email and no reply yet.
I am writing this to advice all the readers to be careful when you signing any document if you are renting from this location.
Details of my charges are,
Quote as Online booking:
Can$ 209.93/week + tax (economy)
additional day $29.99
upgrade $4.28/day (Europcar)
Total for week + 2 days = $308.43
baby seat $5.99/day, Total $53.91
Airport surcharge 15.95% = $74.81
Maintenance fee $6.99/rental
V.L.A.T.R.(?) $1.98/day = $17.82
T.F.F.C. (?) $0.40/day = $3.60
P.A.P./P.A.L. (I was told as liability) = $80.91
Sub Total = $ 532.78
GST 7.0 % = $37.71
PST 8% = $43.10
Fuel credit = -$6.0
Total paid = Can $613.59