Poor customer service

ComplaintsCar RentalEuropcar

Complaint

0
clarion
Country: United Kingdom
I rented a car from Europcar in April while in France. I was not satisfied with the service offered and the additional charges I received afterwards.

First, I had to wait more than an hour to get my car which I rented and paid for well in advance. I was on a tight schedule and that delay unacceptable.

Second, When I returned home, I received a bill from Europcar where they charged me for two extra days, and some damage charge. I tried to investigate what damage was done to the car that I needed to pay for but got nowhere.

Comments

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  • 0
    Sara
    My family reserved and prepaid for a four-door Europcar vehicle.  When we went to collect our rental car at Paris Montparnasse, we were told that there were no more four-door vehicles, and that we would have to take a two-door instead.  The vehicle was too small for our party of five.  As a result, at considerable expense, two members of our group had to find alternative transportation for the long-weekend.  Europcar...NEVER again.
  • 0
    gary  meyers
    EUROPCAR  these  guys  are  unbelievable  charging  us  for  a  navigator  that  didnt  work  as  well as  damage  we  did  not  do  - xx  fighting with them taking  up  lots  of  my  time
  • 0
    Onur
    They just charged me 5 months after rental for 250 EURO , i immediately contacted with my bank to block the payment . Hope it will be solved but this is unbeliavable. They havent even issued any invoice so i dont even know why i am paying this. DO NOT USE EUROPECAR
  • 0
    No more Europcar
    | 1 reply
    Last week I got a letter from Europcar Australia.  They say that they have received a speeding infringement notice.  They also say that they can confirm that the infringement was incurred during my rental period.  Now they will charge my CC account AUD 38.50 for the processing.  
    I have sent them a fax and email three (3) weeks ago asking about the rental agreement but I have not got any answer.  I am going to ask the copy of the rental agreement once more because I HAVE NEVER BEEN IN AUSTRALIA yet.
    • 0
      No more Europcar replies to No more Europcar
      The process took more than a year before the case was finished.  I was lucky to get some extra help from UK.
  • 0
    Kath
    What a terrible company to deal with. Absolutely poor customer service. We made a reservation with this unreliable company in October for a December pick up.  We were meant to pick up the car with a baby seat(which was booked and confirmed). Upon arrival, we were told there was no baby seat available. The staff we dealt with did not seem apologetic and we were told to organise with another company. We were stranded at the airport with an 11 month old. I have been calling the company to make a complaint, however the line seems to disconnect every time I get through to someone. How convenient!!! I will NEVER go through europcar again.
  • 0
    Berenice
    I wish I would have read all of this before renting with europcar.  I recently rented a car in Mexico and it was in such bad need of maintenance it was ridiculous.  It need tires badly, one went flat on me and I had to take it to the shop and have it changed.  The brakes kept on locking up all the time. I got the car with 1/8 tank of gas.  It needed the oil change badly.  I definitively have to say, stay away from europcar!!!
  • 0
    Ken
    Hired 2 Ford Fiesta cars for family trip to Dublin. Got to compound to find Fiestas had become 2 Kia Picantos which were far to small. Argued with a Polish guy and got different cars. Found that one of them had no functioning lights on back of car. Spent time at garage next day trying to get lights fixed, finally Europcar changed vehicle.
    Paid for additional CDW insurance, when we arrived at Dublin Airport 13/10/11. The additional insurance I had arranged with the hire car broker was pronounced "not worth the paper it's written on" by the Europcar rep so I bought yet more. My CC statement on the 24/10/11 showed a payment of £158.25, on the 24/12/11 2 months later there was another charge for £158.25, quite a bit for just 5 days insurance for 2 cars
    Be very careful what you agree to with Europcar, better to make your own insurance arrangements, better not to use Europcar in the first place.
  • 0
    Lisa Margetts
    On the 30th December 2011 my husband and I hired a vehicle from Amiens Boves (France) to go to the Australian War Memorial. The car we paid for was not available so we got a van not what we wanted. The female and male staff member were arrogant and rude and to top if off, we explained to them we were returning the car that day as we needed to get back to Paris that evening. At 5:55 we were lost about 5 minutes from the office and phoned them for assistance with directions and also to ask if they could wait there until 6:05-6:10 pm there response was a flat "No". We did arrive at the office at 6:05 just in case they were still there but they had left already. There was no option of leaving the car around the back or at another drop off place close by, so we had to then drive around in the pouring rain and find a hotel for the night. This was ridiculous as we already had paid accommodation in Paris. The following morning when we arrived to drop off the car, we told the female staff member we were not happy about the service and a shrug of the shoulders was all we got. I said we were complaining to Head Office and again a shrug of the shoulders. We then asked if she could call a attack for us to go to the train station and this was too much of a problem. Eventually she told us there was a bus stop 300 metres down the road that goes to the station, so in the pouring rain my husband and I walked to the bus stop to get back to the train station.
    I cannot believe  a company  such as Europcar is still in business. I will never use this pathetic company again. Shame on you Europcar you don't know what hospitality or customer service is!  1st January 2012
  • 0
    Yash
    Europcar sucks to the core. recently I hired a car from Kings Cross London. The car was in a bad state with scratches all over the place. Even the tires were damaged. When I received the contract it was in French as I am from France. I asked the attendant the I cannot read French so could he please mark the scratches on my agreement. Thus he marked all the scratches for me. After returning the car I got a mail from Europcar that I have crashed the car from Left, Right, Front and Rear of the car and also damaged the tires of the car. After 2 months of I managed to get back my money after I gave them a threat to move to the court of Law.

    The service quality totally sucks. Though the car was returned in the same condition as given to me.
  • 0
    Bradley burlton
    I rented a car for 2months from europcar uk payed £2000 with all the fees and young driver charges and 0 excess. A couple of days before return never had a problem since mu number plates were stolen! I contacted first assist who then transferrd me to out of hours europcar. They offered me an exchange only if i was to drive 50miles to heathrow!! Plus the car has to be on a full tank but my rental aggrement expires in a day so i will not use all the petrol and i have the full tank option added so this will not be a option for me anyway aa came to collect the car as i refused to waste money on a 100mile round trip all because some loser stole my plates. Anyway they collected the car with out a replacement there has been no sort of compensation for the loss of 2 days in the car plus i have been put on a watchlist because of security issues!!!!!!!!!!!! I cant beleive ive been treated like this europcar after 2years of renting from you!!!
  • 0
    BC
    I thought all had gone well with my car rental experience of less than 24hrs in May 2010 until last week, when I received what appears to be, a traffic notice with a fine!!!! Considering that I had already returned the car, parked it where directd, and dropped the keys off, where directed, I am NOT HAPPY!! We had to catch a train before the car rental place opened, hence the directions we'd been given. Now, over 1 1/2 years later, I receive a fine for something that I did not do!!!!!!!!!! If anyone has any advice, please let me know. I am in the process of sending an email to Customer Service in France along with the documents. I'm not optimistic though and if I do not receive satisfaction, I will be slamming the business name all over TripAdvisor and every other site I can find.
    Thanks,
    Terry in British Columbia, Canada
  • 0
    steve
    I was reading your post and have had a very similar experience with Europcar Innsbruck, Austria.  I live in the US and after returning was charged 910 Euro for alleged damages.  I disputed the validity of the charges twice, but my correspondence was ignored.  I then appealed to the credit card, who forwarded my complaint to Europcar, giving them 60 days to reply.  They didn't respond, so the credit card refunded me the full amount.  Now, Europcar is sending letters threatening legal action.  Have you returned to France or had any problems, or is the only reprucusion that you can no longer rent from Europcar.  Thanks,

    Steve
  • 0
    francesco
    Europcar is the most unrliable car rental  company in europe. I`ve been using them few times now and will not anymore. They`ve been giving me dirty cars all the time and happened to be last august when me and my family we flew to Rome Ciampino.First we had to wait long time to get a car ,then , we eventually got a car and it was filthy, so asked them for a cleaner one,and they made us to wait another 40 mins because they decided to wash it. At last we decided to get into the car and i found out that the back wiper was broken and the the back bumper was falling apart. Thank god we did not leave....So we asked them to give us onother car, and they gave us one even dirtier than before.well the staff was very rude and unprofessional but we did not want spend our holidays with them so we went.It was august and it was 40 degrees and we had good 5 weeks with no air-con . What a customer service!!!!  Now, we are in february and without notice i have been addebited £246.00 plus extra charge of £16.00 for overseas transaction in my english bank account.I decided tocall them and their reason was because they have been called by a local council regarding a fine and this is only their adm charges.So just now they also decided to send me the invoice which i `ve just got now.F...ing miserables!!! DO NOT USE THEM ,THEY ARE CRIMINALS!!!!! I WILL FIND THE WAY TO GET BACK TO THEM BAST...S!!!!!
  • 0
    William
    Perhaps the dirtiest and most beaten up wreck I have ever driven. I hired from Dublin Airport. Numerous problems with car including seating broken, lights faulty and gears that dropped out of operation on the road. It was nearly three years old with over 100,000 Km's on it. Was charged a 60% deposit to guarantee the car, then a full charge upon arrival. When questioned they indicated that the deposit would be re credited within a couple of days. No such luck, after phone calls and more phone calls they still possess the 60% overcharge and just dismiss the calls with an "Oh yes we will get that sorted out". Would avoid these guys like the plague!
  • 0
    Robert
    Letter to Europcar. NEVER RENT EUROPCAR

    I am very disappointed about this reservation. I will never use your services in the future and also I will make a bad publicity against you.
    Also I will make a complaint to European authorities about this.

    Let explain the problems:
    - First, in the mail confirmation of my internet reservation you informed me that I have to pay 64,11 euro (with big letter) and with some very small letter you informed me that picked up the car out of openings our is extra charged but you did not mention the amount (25 Euro). This is not correct because we informed you at your request about the time that the plain will arrive and I think in that airport most of the plain landing only in your out of openings ours
    - The rental period was 3 days (24 hours *3). I picked up at 13.18 and I have checked out after 3 days (71 hours) at 12. I do not want another day of charge and also I do not want extra charge because I have checked out in out of openings our. What do you mean with "Opening hours" and why this ours are not available in the most important period of the day.
    - We have blocked on my credit card an amount without any authorization by me.

    Instead of 64,11 euro I've paid 147,5 Euro!!!!

    NEVER RENT EUROPCAR
  • 0
    J. sisto
    My Europcar rental last August in Rome failed within 30 minutes from the rental.  The transmission was shot and the car wouldn't go into reverse.  We waited 3 hours for a tow from the company, and then were charged for the repairs, even though we paid for SuperCDW.   We were not offered another car and had to take a taxi to another airport to get one from another company.  Terrible, unsympathetic service !  The toll free number on the rental agreement takes hours to get someone to answer and support with a dispatch.  Even though I spoke fluent italian, I found it difficult to get someone to come out an help me and my stranded family on the expressway.   I still had to pay for the rental for the day, and got stuck with the rental bill.  Terrible experience.
  • 0
    Jose
    I have the same trouble with them, they charged me an insurance I have told i dont want any insurance.
  • 0
    Art
    Europcar France has got to be dealing in the "Dark Ages"...the whole pack of staff there from corporate office to their individual units and especially their reservations are all a complete waste of oxygen. I have sent emails to their reservations office in France (at least 5 or 6 so far in 1 week) and they still cannot get their facts straight. I have called their corporate office to help me to no avail other then to direct me to their customer service - I had to make another long distance call then to customer service (I am in Australia) and I related my problem and they said they would fix it and I would hear from them shortly - that was 12 days ago and still no reply.
    Don't waste your time with this orgaization....go to a reputible rental company like Avis or Hertz! Europcar, as far as I'm concerned, is a total waste of time and money...yours not theirs.
  • 0
    Irish native
    Living in the US, traveling back home to Dublin Ireland for my Mom's birthday, we booked a car online using a link from the airline ticket purchase website. The total was supposed to be $137. When we arrived in Dublin airport at 4o'clock in the morning US time, we went to collect our car. After filling in all of the paperwork the man behind the counter just happened to mention that we needed insurance and that would take us to a total of $500!! Initially, we went along with it since we needed to get to my Mom's house, but ended up getting a refund. He tried to tell us that the $98 could not be refunded, but of course we insisted and he did that. We have yet to receive our bank statement. He also tried to tell us that they would pay the M50 toll by deducting it from our credit card. When I asked how much the toll cost now he said it was E4.50, in fact, it costs E3.00. We ended up paying E50 for a taxi home, then rented a car from Enterprise. The staff there could not have been more helpful. We were very impressed by a young lady named Sinead in their Long Mile Rd office. I recommend Enterprise, and don't go next or near to Europcar!
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