Europcar International
Reviews and Complaints

I am writing an email to complain about my recent car reservation which I picked up on 6th of August from Nice airport.

I wanted to drive Alfa Romeo as I have driven that car before many times and booked that car specifically but I didn't get that car. I understand that sometimes you guys won't have the car so you have to change it to similar one. The similar cars for the one I booked was Audi/Mercedes/BMW... I asked the staff if they have any one of those to replace the one I booked but the staff said they don't have anyone of those either and offered me some other cars. So I end up getting Vauxhall. I understand someone you guys are running low on cars because of holiday season. So I was happy to take the Vauxhall and finished all the paperwork. As I was about to leave there was another customer who wanted to change his car and asked if they have an Audi car. The staff member checked and said they have when the staff who was serving me said they don't have any left. I felt really neglected and felt I received a poor customer service.

I felt like he was discriminating and in some point I felt like he was discriminating coz of my race and maybe coz I look young too. They gave an Audi to the white guy who came after me and they told me they don't have any left. It clearly shows that they didn't want to give me the car I booked which is a really bad service.

The amount of time I have booked cars with europecar I have never experienced anything like this before. Even if they don't have the car I have booked they have always upgraded the car they gave me in exchange not downgraded.

It was really not a good experience for me. I hope you will sort this problem out and do something about it.

Hope to hear back from you

Many thanks

Lakpa

Dear Sirs

Myself and my partner arrived in Sicily for a 2 week holiday on Saturday 4th August 2018.
We hired a car through Inter Rent at Catania Airport which was a Fiat 500 Cabrio
I took a video of the car prior to setting off (can down load to drop box if necessary
The first week we stayed at a gated luxury villa Agnone Bagni Province of Syracuse with 12 other people
The second week me and my partner stayed in Agrigento, Trapani, Palermo and Enna.
The car was parked either in the parking areas provided by the hotels or in security parking.

On Saturday the 18th August 2018 we returned the car to Inter Rent at Catania airport where upon examination I was shown that
the key did not open the driver's door and therefore I would be charged €320 for a new lock. It was explained to me that the lock was
tampered with.
I travel a lot and use hire cars and this is the first time I have experienced this situation. All cars have fobs to open the doors
and therefore you never check to see if the key worked. Who uses a key to open doors, we all use fobs.

This has all the hallmarks of a scam.
1) How was I to know if the key worked for me when I first picked up the car; I was refused sight of the previous renters return document
2) In the return area there is a check list re the lock but not when you are given the keys at the hire desk (see attached)
3) The individual when checking the car gave a fleeting look until he came to the drivers door and then spent a long time looking at it until he used the key try to gain entry; he knew about it.
4) I took pictures of the lock and they are no indications that from the outside that the lock was interfered with; I even got a friend of mine who is a police officer and confirms same
5) The registration numbers of hire cars don't have any provincial code (see attached) and therefore anyone knows which vehicles are hire cars; is this really fair

Furthermore, an EU wide directive 005/29/EC concerns unfair commercial practices, including a ban on conduct below a level which may be expected towards a consumer. For example not ensuring pre-existing
damage was clearly indicated on pre rental inspection report.

I would be grateful if you would look into this matter and correct the injustice. I expect a reply within 10 working days

Kind regards

Sean Linehan FCCA
59 Smarts Lane
Loughton
Essex
IG10 4BU

Email: [protected]@vaultwoodford.co.uk
DDI: 00 44 [protected]

First attachment: Standard vehicle registration plates of Italy
Second attachment: Registration plate of my hire car
Third attachment: Registration plate of a friend of mine who also hired a car and got caught for a scratch which was under the front bumper (€250)
Fourth attachment: photo of the alleged damaged lock
Fifth attachment: Check list on locks in the return area
Sixth and seventh attachment: return documents

I rented a car with Europcar from Ibiza airport through the Easy Jet website. When I picked up the rental car at 00:25 on 10th Augusrt I got a really hard sell about taking their insurance the cheapest of which was 20 euros per day. I said no, but was told to be very careful because vandalising cars was very common on Ibiza (it is not). Such was the threat that I felt almost sure my car might end up being "accidentally vandalised" by a Europcar employee. When I returned my carefully driven and looked after car this morning 18th August, the girl at returns gave it is cursory look and then went straight to the passenger side front wheel where she pointed out some scratches on the wheel rim which were so tiny I did not spot then at pick up and were clearly the result of someone fitting the tyre to the wheel rim. They insisted I had done the damage while driving the car. That would be completely impossible to do without also damaging the tyre, the rest of the wheel and the wheel arch, all of which were pristine. It is a complete and utter scam. they even scammed two other customers returning cars at the same time as me citing "damage" I asked the guy how he felt going home each night knowing he has cheated customers and acted in such a shabby manner. He went rather quiet at that point. I rarely use this company but this is now the 3rd time in 10 years. I have been scammed by Europcar. I shall be taking this further and will insist I get my money back. ie 200 Euros! I will also suggest to Easy Jet that they review their relationship with Europcar. In the meantime NEVER again. AVOID like the plague!

Towards the end of June 2018, we landed at Merignac Bordeaux airport and picked up our Europcar rental.
We drove to our Bordeaux hotel, had a great next day in the city, but woke up the following morning to a flat tire. I changed the tire and drove back to Merignac.
"Full tank, no damage" said the polite attendant, and gave us a replacement car, which served us well for the rest of an amazing two weeks in Dordogne, Cantal, etc.
Upon returning the replacement, again "Full tank, no damage" following their inspection.
Back at home, I started seeing Europcar line items on my online credit card statement:
*Fuel Charge
*Damage Admin Fee
*Damage Surcharge
At that point, the charges were a bit over 400 Euro.

The is an option on the Europcar website to send a message describing a post-rental issue. After the automated response and waiting more than a week, I wanted to talk to a person.
It took me several hours of exploring English and French Europcar websites, calling whatever numbers I could find, bouncing back and forth between British and French reps, until I finally found someone who could talk to me in English about my issue.
My primary request: "Following the "no damage" assesment of your colleagues in Merignac, please describe the "damage" for which you are charging me."
I have now had three weekly conversations with +[protected].
In between the first and second conversation, Europcar added an additional charge:
* Damage surcharge: 169 Euro
* Damage admin fee: 60 Euro
Is anyone aware of a class action against Europcar for this kind of practice?

Contract no: [protected] at Avignon TGV SNCF 84000 Avignon France. Start Date: 13/7/18 End Date: 15/7/18.

We returned the car on time with full tank fuel and in original condition on 15/7. The person in charged confirmed that the balance payable is €123.42 as per executed contract. However, the amount of €172.42 was charged to my credit card on 15/7 and another €35.00 on 2/8 without explanation.

Please investigate the matter.

on 2/8/2018 I hired a vehicle from Vienna Airport on contract number [protected]. On 5/8/2018 I called 24 hour emergency hotline number provided, which was [protected] as the rear window had shattered whilst the vehicle was parked during a thunderstorm.
I was asked for a number of details including my location, the registration number and VIN number. I have them the number on the windscreen on drivers side. I was told that the vehicle was not guaranteed therefore they could not come out and assist.
I also tried calling the other numbers provided to me but they simply rang out. Therefore I had no choice but to drive the vehicle away from where it was.
I have been unable to contact Europcar in any way to either report or ask what I should do. Therefore if it rains further damage will be caused. This I should not be charged fir, and I believe that I should not have to pay for a shattered rear window either as no collision or fault of mine was involved. There was nothing in the boot to cause damage and I have no idea how it was caused.
I complain because had I have broken down or it was the front windscreen, I would have been stranded in Slovakia with no assistance.

I am disgussted first of all with the customet service that was provided when i landed to sarajevo airport. The flight was 22 hours and as soon as i got there i went to Europcar to finally sort out my rental car for the month. Unfortunately as i got to the line the lady saw my fiance was with cash and immediately started to say to him you have to pay for all these things. Firstly he had to pay for the rental car and then another insurance deposit and then on top of that she blocked his card and said he will get the money back after he returns the car. My partner and i had a budget and the ladies feedback was you have cash and money. How disgusting is that?

She then continued with attitude and lied about everything in terms of returning the money. We also had a car wifi that we added into the package . The wifi worked for three days and stopped. I returned back to the airport as my inlaws were comming and returned the wifi and was given a new one and was told this would work, sadly it worked for three days and stopped . I had to buy extra credit as the wifi did not work, i was travelling everywhere in Bosnia and to have paid for 'car wifi' you would think it work but no it didnt. I continued to email and contact Europcar in regards to this no one wanted to respond and everyone ignored the situation.

My trip came to an end and i was comming back to Sarajevo and i wanted to speak to the manager in regards to the wifi and wanting my money back . The managers response was 'i dont have time for this i have work to do' the manager for Europcar Sarajevo did not want to help refund or do anything but take my money. He was very quick to take money for petrol and other stuff but did not care about his customer and how unhappy they were. He also said to my fiance and i to wait for the consultant to come who served us, mind you my flight was at 12 and the lady by the name Anela dupovac started at 12.

I was charged more than expected, i was left with not a lot of money and was informed i would get my money back and never did. It has being a month since i have being contacting Europcar about my refund and no one would respond until several emails. I was told it was because of the bank and three weeks later apparently the bank returned my money. However they havent as i continue to look at my account every day.

Till this day i stress and continue to contact Europcar and no one wants to help or returned my money. It has come to the point i would like to sue the company due to misleading and fraud. I have emailed several times for evidence that my money has being returned i cant even get that.

If i cant get any sort of help i will do anything in my power to close this company down. I will sue and will complain and protest about how i was missleaded, tricked and forced to pay and do something that was out of control . All the money that had to be paid for the car including the Wifi no one wants to return, my finaces card was blocked for some reason and was told i would get it back.

I am aboslutly disgusting with how bad Europcar in Bosnia Sarajevo is and i have had enough . I want some refund back or i will take this further, if Europcar Bosnia dont want to answer my emails and i have to sit here in Australia stress more about my refund then i will do anything to take you guys down.

Thanks

Regarding rental agreement [protected], rental car LS90552.
The car was rent in Oslo airport . I got keys from the employee at the office. Nobody has been in parking lot. Nobody review car with me, introducing "known issues "... Perfect car!. During the trip I mentioned small with cross on the driver mirror holder( most probably by tipex ). No special events or accedant during the trip. On car return, Nobody meet us in oarcking lot for car review !. I return the key saying, we did not have problems. Later I got e-mailed from the company, claiming damage- scratches on the driver mirror ! Exectly in the place I saw "with cross";!. I have pictures from my trip . Which show with cross on the mirror(communicated to company). My requests 1)cancel damage claim, it not caused by me; 2) change mood if operation in rent and return -to comply with industry standards ( handshake between company representative and customer and review of the car status before and after rent. Thanks .Dr Mark Leibovitch

We hired a car through Ofran company agents of Europcar in Israel. The prepaid voucher was for a VA IVAR VW Touran 5 Pax or similar from 5th June till 13th June 2018 Order No. [protected].
On arriving in Munich we went to the Europcar desk and presented the voucher. The representative told us that we could receive a Renault Scenic or a BMW German car in the category we have stating that as in Germany take a German car which we did.

On returning home, we noted that a deduction of Eur. 329.95 was made from our credit card.! On checking with the Agent in Israel we were sent a document showing that we had signed on an upgrade...

1. We did not ask for an upgrade. 2. We were not informed that we are being upgraded. 3. We were not informed that the document we signed on was the charge for the upgrade which we did not ask for. The representative told us that the credit card details were just for security purposes. He did not mention that he was going to use it to make a deduction for an upgrade which we definitely would have refused.
We have been upgraded many times during our travels without any extra charge but never have we experienced such a case of cheating us without informing us if we want to upgrade at an extra charge or not.

We feel that we have been cheated. A big reputable rental company Company should not do this.

We request you to refund our credit card for Euro. 329.95 which was deducted without our permission as we did not ask for an upgrade. Had we need a upgraded car we would have ordered it in the first place.

Thanking you in advance
Laurence Bernard Lek
[protected]@gmail.com

I made arrangements through AARP travel center for Advantage rental for $512 for my rental period. When we arrived we were brought o Europcar. After a red eye flight, all we wanted was to get our car. First they tell us, a diesel vehicle is available, it is an upgrade, but the savings in gas alone will pay for the difference. He intimated it would cost about $200 USD more. Then he tells us that our credit card will be hit for a large deposit, but would be refunded completely. Meanwhile they put the contract in front of us but first goes to get his supervisor to make sure she "approves" the deal he's giving us. She nods yes, and then he starts asking us about our trip, while my partner is signing the contract he's writing down on our envelop that we must go punting in Cambridge, blah, blah, blah. In retrospect this was the most amazing deceptive practice acting job—like an entire play! Let's just say we ended up paying $1900USD total—quite different from our expectation for a car that wasn't that much of an upgrade, but they have us by the you know what, because we did indeed sign on the dotted like. We saw Great Britain pounds first off, then additionally, he said it was the deposit—smoke and mirrors, let's charge the Americans up the wazoo.

Siman Tov Allalouf
My email is: [protected]@gmail.com

This is one of the most mickey mouse behaviors I have ever experienced you the many years of booking car rentals. We are now two weeks away from our trip and this is a slap in the face, not an ethical business practice at all. If necessary I will legal council as to compensation if I will need to now make alternative plans. I hold Europcar responsible for my added costs and will pursue the loss legally if that is necessary.

Please be advised that I find this to be unacceptable business practice, and will do what is necessary to be compensated. As I had many opportunities to book the vehicle I desired at a competitive price but did not pursue that as I was confirmed Priceline your representative on the Internet that I had secured a rental.

----------------------------------------------------
Dear Simantov Allalouf,

We are contacting you regarding your upcoming rental car reservation,
trip number [protected].

We were notified recently by Europcar of a inventory issue which
resulted in an overbooking on certain car types. Due to this inventory
issue, Europcar has advised that your booked vehicle type is oversold
and they cannot accommodate the reservation as requested. Europcar would
like to offer an alternative car type or re- booking for your upcoming
trip. Please contact Europcar directly at [protected] to discuss
these options.

If you no longer plan on using this reservation you can cancel your
booking on our website or by calling us at [protected].

We regret any inconvenience and appreciate your understanding regarding
this inventory issue.

Best Regards,

Customer Care

---------------------------------------------------------

Your Rental Car Confirmation for Sun, June 24, 2018
Thank you for booking with priceline.com via KAYAK
Priceline Trip Number: [protected]
To view your full itinerary, click here.
Print Itinerary Print Itinerary

Email Itinerary Email Itinerary

Standard-Size SUV from Toronto Pearson Intl Airport (YYZ)
Pick-up: Sun, June 24, 2018 - 07:00 PM
Drop-off: Tue, July 24, 2018 - 07:00 PM
Rental Location: Europcar
Toronto Pearson Intl Airport (YYZ)
Call [protected] For Shuttle To Discount At Intl Plaza Hotel, Toronto, ON M9W 1J4
[VENDOR]

[CAR_TYPE]
Driver Name: Simantov Allalouf
Europcar Confirmation Number: [protected]
Car Type: Ford Explorer or similar
Make / model not guaranteed

Unlimited Mileage
Automatic Transmission
Air Conditioning
Important Information
The driver must present a valid driver/s license at the counter. You can add an additional driver at the counter for a fee payable directly to the rental car company. Additional charges may apply if you pick-up or drop-off the car at a different date, time, or location than your reservation.
Modify Reservation

Cancel Reservation
Summary of Charges
Estimated Total: CAD 551.87
Rental Car Cost: CAD 455.82 (1 x CAD 455.82)
Extra Daily Cost: CAD 16.28
Number of Days: 2
Taxes & Fees: CAD 63.49
Estimated Total: CAD 551.87 ($438.99)
Due at pick-up

Picked up this car at a very busy Lisbon Portugal, Downtown City Center location. We were initially impressed with the cleanliness of the facility and the quality of the cars. The facility was very busy with numerous people waiting. Our service representative was very stressed and hurried us thru the check in and the walk to our car. She did not perform a walk around to check the car for damage. I did a quick walk around to look for any obvious damage but the car did appear to be in good shape. We had a good experience with the car until returning the car.

Our service representative, that checked the car in, immediately went to the front left wheel and wiped off some road grim to exposed a minor scuff to the wheel. There was no fresh damage to the aluminum of the wheel but there was a scuff. The service representative added a wheel repair charge to our invoice. He said I should have noticed the damage at time of pickup, and that they check every car very closely on check in. I had this car in my possession the entire time. This damage could not have been caused by me. I am familiar with cars and wheel repair. I have been a professional classic car restorer for the past 30 years. I have rented cars all over the world. This is the first time I have ever received a charge for damage.

I am concerned that this was not a justified charge. I would like to have a copy of your complaint book for your branch . I would also like to see the service notes on this car.

We returned the car on 2/6/2018 at florence's airport without any damage to the car.
The employee who checked found an insignificant scratch on the front alloy of the right whell that can not be seen.They made us pay 57.34 Euro for damage admin fee. We think it is not fair to take money for this. We want to ask from europcar company to cancell this case, give me a refund for the adm.fee and release the deposit of 300 euro
to my credit card.

We have booked a midsize sports car for one week from Calais ferry terminal. Upon arrival yesterday were told the car we would be picking up is an Opel Crossland 1.2. Definitely not what we asked for even though we booked months in advance. It has a small tank, the engine is small and we had to keep on pulling over. We have a long distance drive over multiple days so it is not a very suitable car. We expected to have been given the type of car we paid for. We have not been offered any compensation so far, nor any option to swap the car at another location during our trip.

I have had the worst experience with your company. I ha e emailed
You on your site several times. Called.

I rented a car in Spain. Upgraded. The car was all beat up. It was an automatic. The only one you had. I had to drive 4 hours to Alicante. And was delayed because I had to wait for the car.

I took the car. On the return I was driving on a paid road highway. It was snowing. Slush went in my windshield

Thank his I k ow how to drive in snow and have a motorcycle license.

The snow was put onto my windshield
By a tractor trailer. I sprayed. T windshield with the Fluid. It froze. I was on a bridge. Where bridges always freeze faster. A tractor trailer behind me. If I put the brakes on immediately I would have slid. Tractor trailer would have jackknifed and we probably would have been off the bridge.

Not once has Any one called me or return my emails

Unacceptable. You had water as fluid I. Tour windshield
Wiper fluid. I could not see anything. The windshield completely iced over. I almost died

I will be posting this to every social
Media site. You have had enough time to fix the situation. Thank god I am alive.

You give us cars that Risk your customers life's

Shame on you.

(There was not even a
Spare tire in the trunk)

A horrible lifelong memorable experience
From a person who rents monthly in Europe. Never again will I use your agency. And not a good thing to do to a crew member for a major airline.

We talk a lot.

On January 21, 2018 I rented a car at the EUROPCAR company on Munich airport, Germany. The car was not that I had booked 4 months ago but I accepted because they convinced me that the car offered was similar to what I had booked previously (booking #[protected]). I returned the car on Jan 29 with perfect conditions and full tank. However, I received my invoice with additional values which I did not agreed. The company added values which I do not agree, such as "border rate with another country" - 14.99 x 2 EUROS and "fuel", of 84.59 EUROS! They are charging me Euros 444, 51! This is an absurd, an abuse (I have evidences that they are wrong - picture is on attachment).
I tried to contact the company 3 times, through the website and by email (attachments) without ANY ANSWER from them (cases #[protected]; #[protected]; #[protected]..).

Hi,

As many time before in Europcar, I booked a car from 11-14 January. The pick up location and return location were in Podgorica, Montenegro. I received a confirmation mail with the Booking confirmation No. [protected] and with all conditions for this booking. One of the things which was not included in the price was a deposit in the amount of 755.61 EUR. I was ready to pay that deposit like many times before, but the problem occurred when I came to pick up the car. Namely, instead of asking 755.61 euro for deposit, I was asked to pay 3.500 euro! This was totally unacceptable for me and I had to cancel my trip to Croatia, since there were no other cars to rent that day in other rent a car companies.
In order to avoid situations like this in the future, and in order to avoid pressing charges against Europcar for not being in compliance with the conditions from the offer, I would kindly ask you to find a proper solution for this inconvenience. I will need to rent a car again in February (7-12) and I dont't want to come again in the same situation like now.
If you don't find a proper solution, I will have no other options but to press charges against your company.

I am complaining about money being taken fraudulently from my NAB (National Australia Bank) Visa card.
On 1 Dec 2017 Europcar helped themselves to my money without my authorisation ($29.99 - AUD).

I rented a BMW car from 4 Sep to 14 Sep 2017 at Oliver Tambo Airport. I paid in full. I left SA on 15 Sep 017 and came back to SA.
Why is money still being taken from my account?
I demand an immediate refund and if Europcar dare help themselves to my money ever again, I will sue you for theft and make it very public how dodgy Europcar is. I am also instructing my bank to make the necessary enquiries.
My name is Aletta Jeanne Harrison (Cell. +[protected]) and I live in 17 Windsor Place, St Ives Chase, NSW, Australia, 20175. My son did the online booking. His name is M.J. Botha and his e-mail address is m.j.[protected]@hotmail.com.
I no longer have the car rental details as I did not expect Europcar to simply help themselves to my money three months later.

My e-mail: jeanne.[protected]@outlook.com.au. I ma unable to attach a PDF of my credit card statement. You may want to improve your Complaint Registration Form to accept PDF's of bank statements.

I rented a car from Europcar during my visit to Madrid from 3rd Oct 2017 to 6th Oct 2017. I cleared out all the charges at the time of dropping the car off. Today (19.12.2017) I have received an additional charge on my card for 46 euros and the company has no contact details whatsoever. I need a refund for this amount, because there is absolutely no reason why there should have been an additional charge, 2 months after my travel date.

This is highly outrageous and unprofessional. This is a scam, since it is clear that there are a lot of customers who have been charged in a similar manner. Please help me get a refund on the amount I have been charged in an unprofessional manner.

Date of hiring the car: 3rd Oct 2017
Date of returning the car: 6th Oct 2017

Hi there,

We recently booked a car with you from Auckland to Christchurch in New Zealand, booking reference - NZ833620640, via the Argus Car Hire website.

We had selected a car from the ‘Holden Commodore or similar' category and were disappointed to be informed by Faseeha at the Europcar desk that this car is no longer within your fleet. We are already in touch with Argus Car Hire requesting them to update their website as this is inaccurate information.

Having been disappointed by the above, we were happy to accept the given car, a Toyota Camry, as if we were to upgrade that would cost an extra £40 daily and in addition would also mean we spent more on fuel. Following this, we were treated badly a number of times by your staff and we are extremely unhappy with the service we were given and can confirm it is nowhere near the "incredible service" that you state you have on your Customer Service helpline.

1- We had requested both our names to be added to the car - they were not. This meant my wife had to return to the desk to add her name as well. This delayed us to start with.

2- I went to collect the car from bay 181 and was unhappy to see that the car had not been cleaned properly, perhaps wiped but not cleaned thoroughly. I regularly hire cars from your competitors and this being my first time with Europcar, I can tell that your standards are much lower. The windscreen had marks on it, the windows weren't polished properly, the mirrors had watermarks all over them and even internally there were crumbs and dust by the gear console and armrest.
I called my wife to ask her to inform Faseeha of this. Following her informing them, a gentleman called Mani came to inspect the car. His customer service was appalling. He didn't acknowledge me at all and instead walked around the car and spoke in the radio back to his colleagues at the front desk. The whole time he ignored me and didn't once acknowledge my requests to show him the areas I was unhappy with. Once I had somehow got his attention, he explained the jet-wash was broken and this was the best they could do. He did however then offer to take the car back to go and rewash it, however it would take an extra 20 minutes. I then questioned the whole service, as not once did I receive a single apology! His response was "If you're not happy, you can go and cancel the booking and go elsewhere". This, I am afraid, is just unacceptable.

3- We had an appointment to make so left the airport with my wife added on as a driver and the dirty car. Halfway through our journey we realised that Faseeha never returned the updated paperwork back to my wife. Therefore we had left the airport with not only an incomplete car but also having experienced an incomplete service. We tried speaking to a Customer Service Representative to explain the situation, which took us over 15 minutes. The Rep took our email address to send us the documentation, having spoken to the staff at the desk, however the call failed and we haven't yet received the documentation by email nor a call back.

As you can imagine, today's experience overall has just been rubbish. We will be dropping the car off at Wellington to then collect a new car at the Picton office.in all honesty, if we hadn't had the other booking to make we would have cancelled the booking with you and gone to another car rental company.

From the Picton office can you guarantee a better car or else if not what are our options to cancel this booking with refund, as we have paid for the car until the 30th December and also the full insurance scheme? We will be coming to Picton on 21st December.

Thanks

Gobiraj Sivarajah