Europcar International
Reviews and Complaints

Complaint 1
I got charged for damage on car which i am disputing, told in office to ignore any minor marks on car, i look at car when i get to it and nothing stands out, no rep is around to check with me. Upon return rep is around and looks at it and says 2 small marks, not noticeable and could have been there before, too small to say either way. I tell rep no way, and refuse to sign his form acknowledging i did damage, he says it will be up to head office to decide, i tell him i will dispute if i am charged, fobbed off with 'it will probably be ok, don't know' etc.
So get charged £80 on invoice and on card automatically. I have complained by email not resolved.

Complaint 2
They have now taken an extra £300 from my card this month. No explanation as to why.
Dipping in to my card is fraud

So to summarise i pre - pay for the car before holiday - which is fine
But then they then also charge me for damage after the holiday - no resolution
And then they randomly charge me £300 3 months later! No explanation

Who is best person to complain to other than their useless cs email in italy.

Need ceo email and phone addresses etc

I will be charging them for my time on this matter.

The transactions occurred on 10.08.13, while i was in the UK on business. I wanted to rent a car on another leg of my journey in Munich but due to the nature of my credit card (without chip) when I wanted to pick up the car in Munich, my card was declined. I was told that I would have a cancellation charge, which I was not happy with, but this amounted to some 2-300 Euros I think. The transactions in question is for $1, 438.25 with an additional charge $11.51 the same day. The notation on my statement reads: EC VEHICLE RENTAL DBT CARD 2006 10/05/13 [protected] LEICESTER HQ Card# 9432

We have just returned from a trip to the UK. Whilst there we rented a vehicle from Europcar. This was arranged and pre-paid by our travel agent. On pick-up we were told that we had paid for the full tank option but the car we had booked was unavailable. After some negotiation we agreed to an upgrade to be charged at 5 pounds per day. For a 12 day hire this would have come to 60 pounds. When we returned the car we were told that the car was fine and there was no more to pay. I now find that there has been a charge against my credit card for approximately 172.50 pounds (NZ$339.57) to EC Vehicle Rental Leicester HQ. I have no communication from this company. This debit was made on 6th August 2013.

I've booked 7-seated car from Thailand and when I took the car at Belfast city airport. The staff told me to upgrade to a bigger car sized because we have 6 people with large baggages, he said the cost is very small amount of money. We agreed and had 9-seated car sized. I told the staff by phone after took the car for 10 minutes that I would like to get my 7-seated car after 3 days usage of this car because my two friends will leave from our group. He said OK and no problem. Then we got everything we wanted. We didn't get any receipt from them when I returned the car.

After came back home, credit card charges me 2 times and the cost is very high which is not a small amount of money as the staff said. 1 receipt which is our booking on internet is 305.23 pound and another is 907.80 pound which is never mention in any document or has been told from staff. (if the word he said the cost for upgrade is very small amount of money, but this one is 3 times! of the cost)

I hired a van from Alamo in Newcastle on 24 July and dropped it off at Salisbury on the 26th.
I have just notice an unexplained transaction from EC vehicle rental Leicester of £50.
When I handed back the van i asked them to check it over and give me a receipt before I left. So WHY HAS THIS MONEY BEEN TAKEN OUT.
Thank you

A very confused, unhappy Louise x

We rented a car from national through autoeurope, and paid the whole amount to autoeurope on 24/04/2013.
When we arrived in Nice we picked up from our car from europcar (as they serve together with national) and returned the car to them without a damage.

But after we finished our holiday we noticed that there is another rent amount withdrawn from our credit card by europcar. We have been trying to get an answer about this second withdrawal from both companies for a month now but neither of them answered us.

Now we paid extra 550 euros and we dont even know why.

Both companies are to run away in my opinion, they have a terrble client service

I got a courtesy car via the RAC as my car had broken down from EC Vehicle Rental. I filled up the tank, left the receipt in the car and duly left it to be collected at our agreed destination. I now notice a charge for £24.02 from the company on my credit card bill. I have googled the co and in line with the other complaints on this page cannot find any contact details for the company.
I will be reporting them to the RAC and also complain to my credit card company

August 13, 2012 my friend and I rented a car at Belfast Intl. airport. As we were driving to our friends' house, we had trouble with the clutch. After discussing with friends, I contacted Europcar and asked for a replacement vehicle. I was told someone would get back to me. About 3 1/2 hours later, we left to go to a nearby village for dinner and on the way the clutch quit working altogether, leaving us stranded and barely able to get to a safe parking spot. We had driven this car only 52 miles and only had it for 9 hours. Europcar would not replace it and charged us over $1500 for repairs. I filed a claim with Mastercard the morning after the car broke down and they spent many months trying to get documentation as to damage, etc and they never received any damage estimate from Europcar. To top it off, on our flight home, we met a group of women from New York that had the EXACT same issue with the clutch in their car; they had rented from the same location and car rental company. Coincidence? I don't think so. I think Europcar is running a scam and figure that once you've returned home, you will give up the fight and just pay them. To say that this put a damper on our trip is an understatement. And because we had to go elsewhere to find a car at the height of tourist season, we ended up paying a premium price for a replacement. I just wish there was some way to hold Europcar accountable.

I booked a car through AutoEurop, I picked up a car at Europcar during business hours. ( The office was open ) and on returning found a charge for After hour pick-up : 60 Euros. I disputed the charge but found the invoice given to me at pick-up was actually for that very charge. I never looked at the invoice.
They promise on their site that you only pay for what they quote you.
This is just not true, look at their airport charges and daily charges, always extra.
Daniel Arias, Victoria, BC

I hired a rental car from Eurpocar.cz at Prague Airport in October 2012. It was stolen outside my house in Brno (address I had used at time of hire) one day later. I reported the theft to the police and Europcar and picked a 'replacement' car up. The local rep was very understanding and helpful. In fact he told me that mine was the 11th Europcar vehicle to be stolen that year in Brno!
As I had left the documents in the car Europcar charged me EUR 2, 500.
Even though I had full insurance the goods I had in the car (luggage and golf clubs) can't be claimed against the full insurance that is me out another EUR 2, 500. Total outlay of EUR 5, 000 PLUS the cost of the rental car.
I tried to complain about this with customer service at Europcar.cz but they would not give me a satisfactory explanation or treat it as an official complaint. What really blew my fuse was when they blocked my e-mail address. I took my complaint to Europcar.co.uk and at least they got Europcar.cz to respond - again not addressing my concerns. Since that response in January I have tried to have further dialogue but no response. Even Europcar.co.uk have stopped responding. Do they expect that I will just go away and leave them with EUR 5, 000? No way. Is there an ombudsman that I can take my case to? Or other legal means where I can take this further?

Europcar agency at Lyon airport has given us a car in a bad shape, we had to change it 3 times before our journey, lost so much time... while returning the car with full tank, in good conditiions, there was no staff to take the key. Just drop the keys in a box.. After 2 weeks, they charge my credit card with 350 Euros for a serenity pack that I dont even know what it is about. I am really unhappy.. Keep sending messages. Is this the way Europcar is making money by stealing money from people? I would never rent a car again from Europcar.. what serenity in europcar became my nightmare...

Never, ever, ever use Europcar in Coburg, Melbourne! Last week I arrived to collect my pre booked car at their opening time of 8 AM. A staff member eventually arrived at 8.20. I was told they didn't have the car I'd booked so they gave me a larger car as a "free upgrade". I eventually left with my car at 8.40. I was an hour late to work. When I returned the vehicle at the end of the week they charged me for the larger car that I didn't even book, thanks "free upgrade"! They said that was down as the car I had requested. Now, I thought I would give them one more chance this week, since they're conveniently located 5 minutes from my house. I arrived at 8.05 and surprise, surprise, they're open. The car yard is empty however, and a man and I am told they don't have a car for me or a truck for him, even though we both booked last week! The staff member calls another yard to see if they can drive over a car and a truck, but there will be a 40+ minute wait, and it's already 8.25! Then the staff member asks me if the courier can drive my personal car back to the Tullamarine yard, as he won't have a way of getting back there otherwise. Um, no he can't. I don't have a car, that's why I am hiring one! By this time it's 8.45, I should already be at work, and I throw in the towel ad walk out! I've had to cancel work because after calling other yards frantically and them already being booked out for the day, I would have been two or more hours late to work! The most poorly operated business I've experienced in a long time! Do not go! They're guaranteed to fail!

I was ripped off by europcar (alamo). they overcharged unreasonable price by my credit card after I returned the car. so be careful when you rent a car from europcar (alamo)! my advice is that do not rent a car from europcar (alamo) or keep every original paper proof of rental price from europcar (alamo)! do not trust their stuff words. you need paper work for back up. otherwise, you would be overcharged and no any proof!

Firstly, I paid £129 and booked a car online for 3 days. when it expired, I rebooked the car online by paid £231 for 7 days. I could return the previous car and took the new car. then, I contacted europcar (alamo) edinburgh airport branch and asked if I could take the further 7 days rental by not returned the previous car. the answer is yes and I also was told that I could get the royal customer discount! moreover, I extended my rental 2 more days. the total rental period was 12 days. when we returned the car, we checked the total amount with europcar (alamo) staff. they checked with her manager and told us the total amount of our rental was £386.96. hence, the rental period was 12 days. total amount were £386.96 and average was £32.25 per day.

However, I was charged by europcar company by £515.96 not £386.96. but the £515.96 for 12 days is not reasonable!

1. when we called europcar (alamo) edinburgh branch regarding extension of rental, we were told that we would get discount if we continued to rent the car. therefore, we extended our rental period. when we extended our rental online, £231 was for 7 days and the average was £33.00 per day. later, we extended 2 further days. the total rental period was 12 days (from 27 aug to 8 sept). as we were the royal customers, we could get discount compared to the new customer. hence, the average amount should be lower than £33 per day.

2. if europcar (alamo) said that £386.96 is just for 9 days, the average is £42.99! it does not make sense because the longer rental period should get the lower rental charge per day!

3. I paid £129 for 3 days. if europcar (alamo) said that £386.96 is just for 9 days, £386.96 minus £231 quals to £155.96, which is just for 2 days? it also does not make sense as 3 days price is £129 and 2 days price is £155.96! how comes?

4. I checked europcar (alamo) current rental price for 12 days. it is £396.00! so, my rental price should not be £515.96!

Hired a car at Glasgow airport. It was dirty. It had had an accident to the passenger front wheel and mirror and duco. It was noted. I returned it two weeks later after only driving on tarmac roads and having no accidents and was promptly charged for a new tyre (as was the driver behind me). It was noted on the invoice that there had been damage when I picked it up and when I inquired whether the car was meant to have had a new tyre put on in Glasgow I was told 'yes'. However, there was no new tyre on the car. I have emailed customer service with no reply as yet. Is their profit so low that they have to resort to charging two customers for the same tyre? I always used to use Europcar all over tyhe world. I will not be using Europcar again. What an end to a nice holiday!

We were on holiday in Capetown South Africa over Easter 2012. We finished a great holiday there until we dealt with Europcar's post-rental billing service.

While renting a Europcar sedan (which in itself was fine), we had a flat tire. Nothing spectacular, just a slow leak that we took to a service station when we saw it was somewhat deflated, and had the service station staff replace it with the spare. We advised Europcar on returnign the vehicle that this had happened and that the tyre was stowed back in the car trunk. They indicated that this was no problem.

Several week's later, Europcar South Africa then notified us that they needed to make a charge to our credit card for 'damage'. They had decided to buy an entirely new tyre for themselves owing to a slow leak puncture and charged some $300 for it.

We wrote back promptly and asked for more explanation before they made any charge, and asked how this could be? They have not replied but have charged the card. In repeated follow up messages to the company we have had no reply at all, and no explanation how a puncture results in the purchase of a brand new tyre for themselves.

This is outrageous service and communication from a global company. We intend to pursue this to senior levels in the company and to ensure that every review website we can find is notified of how poor this company is at customer service and in making very fishy charges to customer's cards.

I hired a vehicle through Europcar after obtaining a quotation through Vroom Vroom and the arrangement was that the vehicle be picked up at Mackay Airport and dropped off at Townsville Airport four days later at 7.42am in the morning and costs were estimated to be $306.00 with no drop off fee. When I picked the vehicle up at the Mackay Airport the Rental Agreement confirmed costs previously quoted and there was no inclusion of a drop off fee ( I regularly hire vehicles and always read the fine print) I returned the vehicle to Europcar Townsville Airport at approximately 6.45pm three days, 11 hours etc later. The vehicle was refuelled, not damaged and parked in a designated Europcar parking area following which the keys were handed to a hire company employee inside the terminal.

Europcar billed my credit card in the sum of $752.00 and when I contacted its Victorian based head office and queried the bill a customer relations person told me that the vehicle had been returned early (approx. 13 hours) hence I had to pay a drop off fee and associated charges (more than $400).

There is no way I will ever recommend Europcar to anyone, what a disgrace.

Car hired from Europcar on May 10 for 76 days and collected from Heathrow airport. This was paid for before I left Australia.
On June 11 a charge of $548.97 Australian dollars appeared as a debit from my bank account ( ref#[protected]) in Australia by EC vehicle Rental, Watford. I have never been to Watford, nor have I ever rented or applied to rent a car from this company.
I would like to know how they got the details of my visa card and would like the Au $548.97 returned to my account!
What do I need to do?
Regards Roger Williams.
email: [protected]@yahoo.com

On the 14th of April I rented a new (very low mileage - 2, 000 miles on the clock) Volkswagen Golf Cabriolet, registration ‘3677HJF’ from the Europcar Alicante Airport branch in Spain. From picking the car up, I covered approximately 400 miles. On the 20th of April I approached a junction and depressed the clutch as normal, but could not select a gear making the car un-driveable. I telephoned Europcar at Alicante Airport and explained the situation, stating that the clutch had failed and in my opinion, a roadside repair would not be achievable and a replacement car would be required, bearing in mind that we were 40 miles from the airport. I was informed that roadside assistance would be sent out and they would be with me within 45 minutes. 35 minutes later, a tow truck arrived without a replacement car and a non-English speaking mechanic. After an excruciatingly hard conversation consisting of mostly sign language with the mechanic, he hooked the tow up to the car and attempted to lift it on to his truck, with our belongings still in the vehicle! We had to quickly open the boot and remove our stuff as the vehicle was being pulled toward the flat bed on the truck. The mechanic then said “You phone Europcar” before getting back in his vehicle and driving off, leaving four of us stood at the side the road with no idea what was going on. I then made a second phone call to Europcar and asked what I should do now as I was stood in the middle of Torrevieja with no transportation. I was told I needed to ring for a taxi and return to the airport to collect a replacement vehicle. When I asked who was paying for the taxi, I was told that I would have to be the one to make payment. After disputing this ridiculous request, a taxi was sent to collect me at Europcars expense. Once at Alicante airport, we were downgraded to a standard Volkswagen Golf, after agreeing with the Europcar personnel that I would not be paying for fuel as compensation for the lesser quality vehicle and the huge inconvenience caused.
 
The following day – Saturday the 21st of April, I returned the car. After a short queue of people handing their rented car keys in at the desk and leaving instantly, I was informed that my car couldn’t be simply handed back and full checks had to be made, which leads me to ask why I was treated differently to everybody else?! The gentleman then informed me I would have to pay for the missing fuel, to which I had to dispute yet again, reminding him that I had been downgraded in quality of vehicle and as compensation I would not be paying the fuel costs, as originally agreed when I collected the second car.

On the 2nd of May, I receive an invoice from Europcar Spain for a bill of 1, 200 Euros with two fuel charges and a 'Damage Surcharge'. The money has now been taken from my account and I am battling Europcar for a refund, but they will not return phone calls or respond to my letters or E-mails. The car will have been under warranty as it was new and they cannot justify stealing this money from me! I shall soon be getting a solicitor involved.

Only use Europcar if it is your only option... Even then I would rather walk though!

We were charged $500 + for a tyre by Europcar at the Sydney Airport. Europcar said that the tyre needed to be replaced which may or may not be the case as it is possible that all that was required was a simple patch. Regardless, the company claims to have replaced the tyre. We do not dispute that the tyre was flat at the time of returning it to the airport - what we do dispute is the excessive charge levied by Europcar.

Checking into the prices of a replacement tire for the make and model that we rented (HOLDEN CRUZE CDX SEDAN), the following website indicates that the price for a new tyre is $99. (http://www.saveontyres.com.au/tyres.html?tyre_width=74&tyre_profile=48&tyre_diameter=36). Even if a different brand of tyre was selected, the replacement cost certainly would not be near $500. Obviously there is a labor charge element in the price they charged us but I have checked with Bob Jane TMarts and was told that the cost to fit a new tyre would not be more than $25.

Although I am an Australian citizen, I live in London and suspect that Europcar has picked up on this and has therefore charged me way beyond what is a reasonable tyre replacement charge knowing that it would be difficult for me to argue my case of excessive charges.

Certain I would appreciate any assistance you can offer in having this charge reduced to a market rate replacement charge, but if you are unable, I would hope that other consumers are not affected by this type of dishonest business practice.

Should you need to contact me for further information on this matter, my email address is [protected]@gmail.com or by telephone at +44 [protected]

Sincerely,

Catie Callender