Europcar International
Reviews and Complaints

Attached please find the Europcar documents I received for reference.

I found that my credit card company has credited Euro 477 on Feb 12, 2019 instead of Euro 177. Later on, i was told by Economy Car Rentals that this extra Euro 306 was charged by Europcar Car Rentals Company about the paint scratch on mudguard.

According to the documents provided by Europcar documents, i would like to complain about the Europcar staff and the overcharge about a paint scratch on mudguard.

1. On the date of return (Feb 11, 2019), I was informed by Europcar staff that i don't have to pay any fee on the minor color paint scratch on mudguard. However, it turned out that my credit card was suddenly charged Euro 477 on Feb 12, 2019 without any notice in advance.

2. Secondly, the Europcar staff informed that there are already many other serious scratches on the car surface on 1st day. The staff informed me that the color scratch on the surface of the car.is minor damage on the date of return.

3. Finally, the admin charge (Euro 75) and damage charge on a paint scratch on front wing (Euro 214.43) are extremely high. It was seriously overcharged. In fact, your staff told me that it will not be charged on the date of return.

I am writing to request Europcar explain the poor customer service provided and refund me all the excess payment issue regarding my booking below:
Invoice: [protected]
EconomyCarRentals e-Voucher No: ECBA5530
Car Rental Provider Confirmation No: [protected]
Rate Code: [protected]

To whom it may concern
I rented a car from your OR tambo international airport branch on the 4th of Dec 2018 to the 4th of jan 2018 and its been almost two months since I picked up the car and the payment has only been taken from my account today the 26/01/2019 leaving me with a minus £546 on my card and leaving me with no money till I get paid I was under the reasoning that the payment was made on the 4th of Dec 2018 not the 26 of Jan 2019 when I picked up the car. I am very disappointed with the service. Its not professional to do this and I will no longer be using Europcar rentals in the future. I have attached the statement please look at the date of rental and return and date it was sent out. I've also attached a message from my bank. It's not the amount I'm complaining about it's your customer service and that your company doesn't take payment when the vehicle is picked up
Regards
W.Grove

We hired a car (Skoda Fabia) from Dublin Airport from 19th to 23rd December 2018 and also opted to hire a car seat for our 15 month old baby. There were two seats in the office, the sort that can be carried outside the car and the sort that is fixed in the car. The larger of the two seats (the fixed one) looked to be too large as the inserts were missing so we opted to try the baby carrier instead. I took it over to the car and realised the straps were broken as there was no strap between the legs to pull to make it tighter when the baby was in it. The man in the office came to help and tried to convince me that it was an "old-fashioned" type of seat and that you needed to tie the straps in a knot at the back of the seat, which is absolutely not correct and a very dangerous thing to say. At this point I said I wasn't happy with the seat and he made a phone call and more seats were delivered, one of which was suitable. I really think Europcar staff ought to be better trained in car seats and the defective seats ought to be chucked out before an accident occurs.

On December 15 2018 we made a reservation and an advance payment via Rentalcars.com for a car to be rented from Europcar in Eilat, Israel, starting December 30 at 12:00. When we arrived - even a bit early - we were faced by a queue of about 50 people and an agry crowd, because there was not a single car available. Local management only blamed irresponsible sales, and did not even apologise on behalf of the company. Cars were delivered dirty as they came in to the first one in queue, no matter size or class. Nasty discussions arose between people who claimed priority (such as disabled and people with children) and others. In the end, we received a car five hours later, at 17:00 hours, and were told to be "lucky". All in all we spent one day of our vacation standing hungry and in the sun amongst angry people, losing our program for the day. What we would like to receive is 1) an apology, 2) an explanation of what happened (how can a company plan so bad?; everybody had made an early reservation), and 3) a compensation in one form or another.

Good afternoon
this is the fourth attempt to receive an answer of my claim ( first to your customer service who mentionwd I would received my reimbursment instead I received an extra charge) and 2 formal previous complaints unanswered

Contract location Airport Charles de Gaulle
Reservation no [protected] on September 22Th 2018
It was supposed to be returned on Oct 1st but the Car broke down and was picked up by your personal on the 30Th of September
Besides lossing my complete last day of Hollidays to return to the airport and not received until now a compensation . Your company has been making extra charges first Never reimbursed the 300€ Of deposit and second I received other charge of est 80 € . All this happen 3 months ago and your company has not been able to answer
By now I should received a total reimbursment of the payment since the experience has been bad but the after service completely dissapoinred
In case you want to comunicate:
My mail addresse miguel.[protected]@clariant.com
Miguel Ramirez

I take over a car from Europcar on 19th of November 2018 where the tank was not fullfilled. The employee told me that the BOSS do not alowe to fullfill the tanks of the cars.
It look so, that it is very normal by Europcar in Romania on the airport in Sibiu that the cars do not have fullfilled tank.
The employees told that they can do nothing if it is not alowed.
I told them, that in the near future I will need more often a car and I want to have it next time fullfilled as it is normal all over the world.

On 28.06.2018 i rented a Europcar at Heathrow airport, Rental agreement # [protected], and delivered it back to the Europcar counter at Gatwick Airport on 10.07.2018. I had damaged the car by scraping it alongside a small wall, and the Europcar representative told me the offie would send me the damage report and repair estimate, but this has not happened, and without them my insurance will not pay the $3, 000 claim. Could you please send me these 2 documents?

Europecar Management,

I'm sending to express my great disappointment with the unprofessional attitude from your employees working in the Cairo international airport ( Terminal 3 )… I had booked a car from your end for almost 7 days from Oct 24th till Oct the 30th with booking number:EG444554710

I was so keen to keep the car in best condition & getting the car back so clean after cleaning it in the gas station because it was so dirty with fulfilling all criteria as per agreement

Because of an irrelevant argument, I had been totally disappointed with the very poor / unprofessional mindset from your people despite my fulfillment for all conditioned requirements that had been mentioned in the contract

For your sake, I do believe that your Cairo airport office staff need to be trained how to deal with loyal customers in a better professional way & their immature bad attitude had spoiled a lot of things related to your reputation as big company

Sorry to say this but I'm afraid being so frustrated that I will not be interested anymore to deal with Europecar & will not recommend it for anyone as well ( keeping escalating my complaint till getting official apology )

Best regards,

Dr.Sameh Wagih
Regional Director, Medical Affairs Strategy Diabetes Cardio
MSD EURAM Region ( Europe, Russia, Africa & Middle East )
Dubai Health Care City / UAE
Office: +[protected]
Mobile: +[protected]|
Email: [protected]@merck.com

Dear Madam, Sir

With this letter we want to file a complaint against invoice [protected].

We ordered a car from the Chevrolet Cruiz class. However at our arrival in the Port Elizabeth Airport on the 6 Septembre 2018, no car of this class was available. Instead we received a Toyota Avanca that we could use for 1 day. Our planning did not allow us to stay in the same place. Since it was not in our control that no car of the class we ordered was available, we agreed with the local Europcar responsible (Luzuko) that the correct car (a Nissan Almera) would be delivered to us without costs. This car was delivered to us in Plettenberg later that day. We exchanged cars and received the ticket from the Nissan Almera that Luzuko gave to the driver. In Port Elizabeth the Nissan Almera had 361 km. Since the Nissan Almera and the Toyota Avanca had driven about the same number of kilometers and have about the same fuel consumption, no fuel costs should be credited to us. Furthermore, when the Nissan was handed in at Cape Town Airport, it had driven, as I remember, about 2200 kms, and not 2450 km as mentioned on the invoice.

We do not agree with the following amounts:
Refuelling: R633.85
Refuelling Service Fee: R20
250 [protected]@ R3.83 p/km: R957.50

Furthermore an extra of R310 and R310 were credited on the 16 October and the 17 October respectively. Since these amounts do not show on any invoice that we have already received, it is not possible to know why these amounts were credited. Unless a valid reason can be given, these amounts should be debited back to our account.

Kind Regards,

Lien Veryser,
Alex Degroote

Dear Sir, Miss,

As a regular customer from Europe car we trusted that there was no damage on the car as promised. When we picked the car in the evening, it was not on the promised spot but parked somewhere else not on the Europcar parking place.. We found the black (dirty) car in the dark and we trusted that there was no damage on the car. In the morning we discovered that there was mall damage which was already on the car! WE ARE NOT GOING TO PAY FOR THIS HOWEVER MY CREDITCARD is debet for an amount of EURO 417, 23

We have a good B&B at lake Como in Italy and the past year we advised at least 70 clients to rent a car from Europcar at Milan Malpensa airport.
If we not going back our money, you are not only losing us a customer but a lot of clients in the future because we will report a very negative advise to clients and will negative reviews at Lake Como media.
We trust that EUROPECAR will credit the amount back to my credit cardand the above steps are not necessary.
kind regards,
Tinka & Roel Helderman
Oudburgerlaan 11
1852km Heiloo
The Netherlands

One of the tyres was punctured while rental period. There was no spare wheel in the car, so I called the repairment company and they repaired it. I payed 25 gbp to the repairement company. They mailed that you will be charged with the max amount because of tyre puncture because you didnt have insurance. I didnt accept this because there was not any little difference between I received and gave back the car as appearance and functionality, they changed their claim that you will be charged with the cost of tyre. I didnt accept again, then they changed their claim again and said that you will be charged with repairement cost although I paid to the repairement company. They send 116 gbp repairement invoice to me. They are really big cheater.

We rented a car for two month (May-June 2018) form Europcar and had full insurance. We drove across northern Spain and had no problems with the car. One of the car light came on regarding service of the car, we called Europcar and they helped us out. The service was good. We headed for Portugal and in the city of Porto, we got our car towed away, ticketed and the next day at 9 pm in the morning we got our car broken into and our luggage stolen. Europcar was helpful, they told us to drive to the airport and they replaced the car. We headed back to Spain on our final week to Madrid. We returned the replaced car in perfect condition and waited for them to process the car. They said the car was fine and we could go. I took pictures of the car at the beginning when we rented the car, the damaged car when we got broken into and the new car when we returned it. After we returned to Canada, we started getting notices of fines. Some of them were legitimate, like speeding ticket and we paid them. However we started getting service charges and they started docking the charges from my credit card without notifying me. Their computer automatically notified you of the charges and was told not to reply because it was an automatic notification. All this was in Spanish, and you had to get a translator. We have paid a few hundred Euros already and the situation has not been resolves as of today October 12, 2018. We are still corresponding and now they have told us there were damages to the car and have sent us an invoice for that. I have told them that they should have informed us immediately when we returned the car. They processed the car in Madrid when we returned it and said everything is fine. Lucky I had taken pictures of the car in the beginning and end . I am waiting for a reply from them and have sent them a letter regarding some of the complaints that I have found from this website regarding Europcar. Beware when you rent from this company even if you took full insurance.

We rented a car for two weeks as of Sept 29/18 picking it up at Nice Gare depot. We had asked for a quote on the 27th for a mid sized car with the added liability insurance which came to 716 euros. In the quote document there was an added 70 euros for road side assistance which we did not want and would never have taken. It was not on the printed quote. We decided to prepay for the car right then and there, discovering later when we received the email confirmation that we were paying for roadside service .
When we picked up the car we were told they could not refund or cancel the roadside insurance because we prepaid. This sounds like it borders on extortion, a customer should have the right to refuse an additional charge they did not want.
My other complaint was the condition of the windows in the car. When we first drove directly into the sun we realized how filthy the windows were inside and out, particularly inside. There was a white film inside which made driving into the sun extremely dangerous. There was also a brown sticky substance splashed inside and outside on the glass. I had to buy a large cotton cloth to clean the inside windows just to be safe. I used water as I did not want to spend 10euros on glass cleaner. Sorry, this is simply unacceptable...this coming from someone who does not like to and rarely complains. I have spent a lot of money at Europcar, renting a car for three months seven years ago.
Could you kindly address these issues forthwith .

Christopher Parsons
Contract [protected]
Reservation number [protected]

Hello,
I reserved a car at Porto airport Portugal from Thursday 12th July to 23rd July 2018. I paid in full using my Visa card. I understood that I would have to pay for tolls later which appeared in visa bill in August.
I have now have a further payment on my visa bill for 20 August for 55. 92 euros.
I would like to know what this amount is for. This amount was not on my contract. I understood that I had paid all outstanding bills.
I would appreciate it if you would look into this matter as soon as possible.
Kind regards,
Nóirín Murphy
86 Rue de L'Egalite,
L1456
Luxemburg

Car rented in Paris CDG on the 22 of September, broke down on the 30 of September notified at 10.30am mechanic arrived 2 hours later and confirm car was lopsing oil, but we were notified, no replacement car was available and took the whole day to get back to Paris (train provided arrived in Paris at 730PM
We need to cancel apointments in Paris and lost one day completely
As per today October 5th
I have not heared back from my deposit 300€ neither an apology or a discount offer for the day I could not use the car and all the inconveniences of waiting for hours at the hotel and the train station
I would like to hear soon of how Europcar will compensate this experience that ruined my last day of vacations in France
Thanks in advance
Contact mail miguel.[protected]@clariant.com

To whom it may concern Reservation number [protected]

Dear sir or madam I made a reservation today to pick the vehicle up from Manchester airport U. K I spoke to one off the colleague on reservation team at exactly 3:52 pm on 03/10/2018 I have a recorded conversation which I said to your colleague that I am recording the conversation due to me being messed about in pass his reply was that is fine sir because we record conversations too so we were both fine with it I requested for vehicle a compact size something like a golf or Astra etc he said he can not promise the vehicle I will get but it will be from the same category. I was very happy with the service he provided I asked him to contact Europcar in Manchester airport to confirm as I was traveling long way to pick the vehicle up and so he did which I was on hold for 10 minutes till he manage to get through to the supervisor at Europcar Manchester airpor United Kingdom to make sure and said everything was fine and your car will be ready for 18.00pm. I paid 139.60 for 7 days hire from my debit card iv made my way to car rental Village at Manchester airport where I arrived at 18.04pm on 03/10/2018 I attended the desk where a young gent and a Asian girl were sat next to her serving another customer the young gent asked me for the reservation number which is following reservation number is [protected] My name is Mubarak Patel I, m and operations manager for Dpd. The young man said I don t have a golf but something like for like for you and might affect the price. I said that is fine due to me needing the vehicle to get to a meeting at Dpd Birmingham head office. He asked me if I could go and stand on the other side off building next to the toilets and so I did not pay any attentions of there childish and a disgrace pathetic childish games that these unprofessional staff are making fun and jokes out off me whilst I am stood near the toilets. I stood near the door off male toilets where the gent told me to stand for 45 min s as he kept looking at me and laughing with his Asian girl colleague. I return back to the desk whilst you had other customers and I sure you have CCTV on the premises to take this investigation further. I asked the young man iv been waiting for so long and I need to get back as I have a long way he ignored me. I ask the young girl what was going on and she told me to stand back as I have customers to serve. so what does your staff think I am some sort off tramp or a joke. I asked the girl and gent to give me there name so I can complain to the head office and there refused and said I was not going to get anything off them and told me to leave the premises and wont be getting a vehicle. I walked out with full of disappointment and hurt the car village as I was approached by one off your customers who was stood to be served that give me her details and said she had seen everything how I was treated and it was appalling and utterly disgrace. we have a million pound contracts with other hiring firms and I have never been treated in this way off manner it was terrible brutal and a disgrace I have many colleague, staff, friends and work contractors who uses you but I will definitely recommend them not to use you people how unprofessional and rude staff you have at this place its just unbelievable. I want someone with more authority to handle my case I am very disappointed and will take matters further action needs to be taken you can not treat customers like that and make fun off them my telephone number is [protected]

Kind regards Mr Patel

Dear Sir,
I recently rented a car in Europe Car Nice Airport, Reservation number - [protected].
Client Number [protected]
Rental period - 18-25 September 2018.
The car was returned with full gas tank. Upon my return, no representative was in the parking area, and I left the kees, as requested.
No damage was created by me on the car, apart from well known and documented damages.
Surprisingly, I saw a charge on 80 EUR.

Looking forward to your explanations,
Prof. Menachem Alcalay
[protected]@netvision.net. il

GSM : [protected]
Mail : [protected]@gmail.com
Réf. réservation : BE418127310
Réf. Ryanair Car Hire : [protected]
Objet : DEMANDE DE REMBOURSEMENT
Madame, Monsieur,
J'ai bien reçu votre mail que je trouve non fondé juridiquement et que j'entends bien contester en vous estant en justice si besoin est…
Vos conditions générales n'abordent pas le cas précis de force majeure auquel je suis étranger car n'étant pas à l'initiative des retards cumulés du vol ainsi que des bagages et autres (…).
L'annulation et le remboursement demandés sont de ce fait parfaitement justifiés.
Voici donc un rappel des faits :
Le [protected], j'ai effectué un vol avec Ryanair en provenance d'AGADIR à destination de CHARLEROI.
Le retard du vol (FR8173), cumulé au retard lors du passage à la frontière et de la récupération des bagages m'a fait arriver à l'agence EUROPCAR pour la récupération de la voiture aux environs de MINUIT.
Plus personne au comptoir d'EUROPCAR alors qu'à celui de BUDGET, il y'avait encore un employé de la société qui attendait encore ses clients.
Celui-ci m'a fait savoir que le représentant de EUROPCAR était parti et qu'il n'y'avait aucun moyen pour le contacter.
Je n'ai donc eu d'autre solution que de rentrer sur Lille par mes propres moyens, NON SANS PEINE.
Au vu de ces éléments, je vous demande instamment, et sou peu, le remboursement du montant total de la location (soit 178, 22 €).
Faute de quoi, je me réserve le droit, et à mon grand regret d'introduire une requête à votre encontre auprès de la justice, sans préjudice des dommages-intérêts auxquels je pourrai prétendre suite aux préjudices subis… Le cas de force majeur est manifeste au cas d'espèce.
J'attends votre réponse rapide. MERCI.
Cordialement !

We rented a car in Italy, Bergamo Airport on the 5th of May, everything was ok, returned the car with full tank and on the 25th of July- 2 and a half months later -Europcar charged me an extra 45 euros without mentioning the reason and without returning any of my emails on the subject. When one of my friends told me his similar story, I though it was a misunderstanding and maybe he did not pursuit them enough to clarify the situation. But after several emails and 2 months later I still have no reply from them and see no intention from their side to settle the matter about the extra charge.

We encountered the following problems:
- car defect and technical problem leading us to change vehicle
- no véhicule available in any of the agencies around
- has to rent a small truck/ utility car
- refusal of the company to have us return the car at the place of renting and departure, the airport
- so need to give back the car a day earlier
- so need to go to the airport through our own mean

We would like to have the last day reimbursed because renting time was reduced, compensation for taxi to the airport and compensation for time lost and damage caused

Thank you for your support