Overcharged plus charged for an extra day rental
Complaint
Annie Cara
Country: Canada
On June 4, 2009 we picked up a rental car at the Rome airport. We had paid for ($771.00 CAD) and ordered this car online from Auto Europe ( a company based in the U.S.)
When we arrived at the Rome airport, after standing in line for Auto Europe rental (the online rental company) for 20 minutes we were told that we were in the wrong line and that we had to line up again at the Europcar line. A bit confused about this we complied and waited in line again for another 25 minutes. We finally picked up our car at approx 12:56 pm. Europcar proceeded with the info entry but unnoticed by us at the time, they had incorrectly input our pick up time as 11:56 am. instead of 12:56 pm and the drop off time at 13:00. Unfortunately we did not notice this error and left the lot. We were to return the car on June 15th but were 40 minutes late according to Europcar and so we decided to keep the car for the extra day since we were going to pay for it anyway and returned it the next day June 16th at the corrrect time - this time 1/2 hour (before the drop off time of 13:00 marked on our card). Not only did Europcar input the incorrect pick up time but they also input in the incorrect drop off time. They were very busy and we had to wait to be served. After waiting for over 30 minutes they proceeded to tell us that they were very busy and that we could go and that everything was in order. Again trusting that all was ok we left.
When we arrived home 3 days later we were shocked to find a bill from Europcar for 2 extra days and our credit card charged with 471.76 CAD for 2 days rental which totals 235.63 per day!! Not only were we shocked at the daily rate charged by Europcar but that they had also proceeded to charge us for 2 days instead of 1.
We have tried to contact Europcar but could find a customer service number.
We have complained to Auto Euorpe regarding Europcar's terrible customer service and unfair practices but to no avail. We will definately not deal with Europcar again and would not recommend this company under any circumstances. We will also not order any other rental cars from Auto Europe.
When we arrived at the Rome airport, after standing in line for Auto Europe rental (the online rental company) for 20 minutes we were told that we were in the wrong line and that we had to line up again at the Europcar line. A bit confused about this we complied and waited in line again for another 25 minutes. We finally picked up our car at approx 12:56 pm. Europcar proceeded with the info entry but unnoticed by us at the time, they had incorrectly input our pick up time as 11:56 am. instead of 12:56 pm and the drop off time at 13:00. Unfortunately we did not notice this error and left the lot. We were to return the car on June 15th but were 40 minutes late according to Europcar and so we decided to keep the car for the extra day since we were going to pay for it anyway and returned it the next day June 16th at the corrrect time - this time 1/2 hour (before the drop off time of 13:00 marked on our card). Not only did Europcar input the incorrect pick up time but they also input in the incorrect drop off time. They were very busy and we had to wait to be served. After waiting for over 30 minutes they proceeded to tell us that they were very busy and that we could go and that everything was in order. Again trusting that all was ok we left.
When we arrived home 3 days later we were shocked to find a bill from Europcar for 2 extra days and our credit card charged with 471.76 CAD for 2 days rental which totals 235.63 per day!! Not only were we shocked at the daily rate charged by Europcar but that they had also proceeded to charge us for 2 days instead of 1.
We have tried to contact Europcar but could find a customer service number.
We have complained to Auto Euorpe regarding Europcar's terrible customer service and unfair practices but to no avail. We will definately not deal with Europcar again and would not recommend this company under any circumstances. We will also not order any other rental cars from Auto Europe.
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