CB Vehicle Rental and Leasing Europcar International Charged for 5 days I did not have vehicle, vehicle was out of service

Europcar International review: Charged for 5 days I did not have vehicle, vehicle was out of service

katpao of Chicago, US

Oct 18, 2023 3:55 pm EDT

Verified customer

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I arrived in Milan on 28 July, I rented a car from Europcar for one single day, as I had another reservation with Sicily by Car on 29 July. I paid the full insurance on the vehicle, that included roadside assistance. The Europcar agent gave me an electric vehicle, and he stated that I would not have to charge it because it was only for one day. After driving around 80km to my hotel, I realized that the battery was very low and I would not make it back to the airport. I tried to contact Europcar to ask them how to charge this vehicle, but they were closed. I downloaded 2 charging station apps, in an attempt to use my own credit card to charge the car. Unfortunately, the apps could not verify any of my US bank cards. I contacted Europcar roadside assistance to see if they can send someone to get the vehicle charged, and was told that an English speaking rep would call me back. I never received a call back. The next morning on the 29th, I went to my appointment near the hotel, then at 10:30 am, I began calling Europcar again. The agent at the airport repeatedly hung up on me, apparently due to the language barrier. So, I called their roadside assistance again, and again was told that an English speaking rep would call me back. I waited with the car for several hours, when roadside assistance finally returned my call. I told him exactly where the car was located in a lot nearby the caffe, where I was on my 5th cappuccino. The roadside rep said he would call me back to let me know when the truck would arrive. Roadside called me back 2 hours later, and asked if I could wait with the car until the next morning, because they did not have a truck available. I told him no, I cannot sleep in the car tonight. He told me he would call me back. In the meantime, I contacted Sicily by Car, and told them I was stranded and would be late picking up my rental. The Sicily by Car rep walked over to the Europcar office (at Milan Airport), and told them their customer was stranded. A very nice and helpful Europcar agent from the Milan desk, named Valeria, called me. She asked me to email her with the address where I could meet the truck, which I did. Valeria emailed me back stating all the roadside trucks are refusing the assistance. I called her and asked for a taxi to take me back to the airport, to pick up my other rental car. I told her I would be leaving the vehicle, and would leave the key under the seat for the roadside assistance, since at that point the car had zero battery. Valeria agreed that it was not feasible for me to wait overnight with the vehicle, but she told me I would have to find a taxi, and that Europcar would reimburse me. It was impossible to find a taxi in the small mountain village I was in, and the one I found charged me 280 euros to drive me 88.4 km back to the airport, where the taxi driver personally handed Valeria the receipt. Valeria filled out my taxi reimbursement request for me, where she indicated the reason as "no soccorso stradale", which translates to "no roadside assistance". Europcar has not responded to the reimbursement request. I went on to pick up my rental from Sicily by Car on this same day, 29 July.

On 2 August, I received a call from the roadside assistance asking me where the car was! I explained to him that I told Europcar and roadside assistance where the car was located on multiple occasions. Clearly roadside assistance did not pick up the car for 5 days.

Imagine my shock, when not only did they charge me in full for the initial rental car that was rendered disabled, and for the insurance for roadside assistance that I did was denied ( and they never refunded my 100 euro deposit), Europcar also charged my credit card for an additional 5 day rental period + additional insurance, while the car sat waiting for their roadside assistance.

I have uploaded the original Europcar invoice depicting a charge of 130.10 euro for one day rental, including full insurance, plus 100 euro deposit. I also uploaded the email correspondence with Valeria (via Europcar email), stating there was no roadside assistance, as well as the taxi receipt, and the reimbursement form signed by Valeria, stating the reason for the taxi was "no soccorso stradale" (no roadside assistance). I also have the Sicily by Car invoice, showing I was in another rental car on 29 July. I have also uploaded the "new" Europcar invoice, showing rental + insurance, from 28 July through 2 August. They have charged my card a total of 858.25 euros. I have contacted Europcar on multiple occasions, they responded once asking for the invoice number on 7 September, which I provided, and I have not heard back from them since.

Desired outcome: I would like a refund in full, along with reimbursement for the 280 euro taxi ride.

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Europcar International Contacts

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Europcar International emails

customerservicesuk@europcar.com

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Europcar International address

2 rue René Caudron - Bâtiment OP Parc d'Affaires "Val saint-Quentin", Voisins le Bretonneux, 78960, France

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Nov 13, 2024