Poor customer service
Complaint
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.
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
After arriving at Nice airport we were greeted by rude and very unhelpful staff whose arrogance left us speechless. They charged me for 2 drivers which we wanted but only put 1 on the paper work which we didn't find out until our return to the UK.
This was pointed out to them and the money reimbursed. Within a few days of recieveing the money back in my account and an ammended invoice I then got a letter stating that they had been contacted by the police and that they were imposing 'Fees following French authorities request for penalty process traffic rules' and deducted 25 Euros from my account.
Europcar have been asked to provide the official police paper work, photgraphs etc. and you've guessed it - no response.
NO HELLOW HOW ARE U TODAY, BYE NOTHING
THE FLEET MANAGER IS THE WORST OF ALL.
AVIS OR HERTZ FOR ME NEXT TIME
I am Canadian and French, so I have no anglo bias against the French per se and I am fluent in French but this piss-poor level of service is unacceptable.
GO WITH THE COMPETITION!!!!!!
In England we had prepaid the car, returned it with a full fuel tank and then to our surpise found over $200 had been deducted from our Mastercard not once but twice in the week following our return. I rang Customer Service who promised to follow up and email or phone me. that was four weeks ago. I then got on to the office from where we rented the car and did find someone who would return me emails. She managed to get one of the payments refunded but hasn't been able to do more.
I have now spoken again to the customer service department and resent the receipts and bank statements. Depsite an assurance I would receieve an acknowledgement of my emal none was forthcoming. I sent another email asking for an acknowledgement a received one saying "do not reply" ect - you will be responded to within ten days.
I am not going to let this drop and will even resort to legal action if necessary as they should not be able to get away with this.
The second hire we had in Ireland and there were no financial issues with although the electronic brake on the car we had did not always work and locked up. The staff here were friendly and helpful.
It is scary when they have access to your credit details and seem to be so inefficient.
Even though it looks like I'll be out of 650 USD, I still consider myself "lucky" enough to happen upon this page and read about all the people still being charged MONTHS later with bogus fees. I just reported my credit card to my bank as stolen, so if they try to tack on any more charges, they will be declined.
I have to wait until tomorrow to dispute the excess fees, as it is Sunday in the states.
With their questionable business practices, I can't believe they haven't been sued yet.
Needless to say, I got ripped off as well.
EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS EUROPCAR SUCKS
NEVER USE EUROPCAR
Now 4 months later, they withdraw 48 Euros on my card !?
It is scandal.
DO NO RENT FROM EUROPCAR.
//
CM
Not only will i NEVER use Europcar again, i will make sure as many people as possible hear my story and boycott the company entirely. This behaviour must be criminal, given the number of complaints on this site, the compnay must profit from freuqent over charging, even if they EVENTUALLY refund payments to customers. i for one thought i had spent £36 last week, seems i spent £963.00... Completely wrong. DO NOT USE THIS COMPANY EVEN AS A LAST RESORT.
For all those of you who think that paying for Supercover will cover you for everything, FORGET IT.
A couple of weeks later my credit card was charged with over EUR700 being the cost of replacing a burnt clutch, reason was "negligent driving". I contested the charge but the reply was that negligent driving is not covered.
I have been driving nearly 40 years and have never had a clutch replaced, either through wear and tear, or negligent driving.
My advice to you all is. Do not use Europcar who are not sympathetic to your arguments. Secondly if you have such problems, cancel your card and get a new one with a different number. This will make it impossible for the company to take money out of your card.
Let them fight it out .
I was in Italy back in August from Australia and made the mistake of hiring a car from these clowns; 3 months later I receive my credit card statement and it has a charge for $70 from Europcar. As you can imagine it thus far has cost me nearly this much in phone calls to try and sort it out but still haven't got an answer as to what the charge is for or why I have been charged. the car was returned in good condition and signed for.
it might only be $70 but it's the principle of the matter that counts.
Thank you Mr Di Marco.
I am grateful to receive a reply.
You will not be surprised to learn that neither I nor any of my friends will ever consider using Europcar on our trips to Europe in future.
It is impossible and I guess pointless for me to challenge your assertion that the damage was caused by us since we are in far away Australia.
You say the car was checked out as OK following the previous hire. I guess this must mean the clutch was pulled apart to determine that if it was already partly burnt out and ready to fail??. What about the possibility that a fault in the dreadful automatic handbrake could have contributed to the clutch problem? 60000 of Renault Scenics I understand were recalled by the manufacturer. I repeat that myself and my co driver have over 50 years driving experience each of all manner of cars and we do not burn out clutches!!
The Europcar staff in Naples were indifferent to say the least. Our explanations were not believed and hardly listened to. Yet we are expected to accept and believe that that disassembled clutch in a dark grainy photo on the floor of some garage was from the car we hired - a photo of the front of the car was included I suppose to help us infer that it was.. This would not hold up in any court would it? But this matter is too trivial to be a legal concern isn't it?
Incidentally when I booked the Europcar hires both for the UK and Italy from Australia the price quoted included an additional driver and return to Naples. This was overlooked and we were charged again for , second driver, and non station return. The lack of courtesy in Naples and the determination that it was our fault made us think we were dealing with a branch office of the Camora.! We think we have been ripped off.!!
Well I have had my say for what it is worth. I note from the web that I am not the first person to feel outrage at their treatment by
Europcar. I can only conclude that the competitive prices are at the expense of a more solicitous treatment of your customers.
We ordered a car from the Southhampton office having prebooked and paid beforehand as our cruise ended here.There was no one to pick us up from the terminal as promised so my partner stayed with the luggage as only he could move it and I walked to the office.
It was a long walk and when I arrived the queue was endless.People were waiting all around the outside of the office and inside as well,even in the staff room.There were no cars available!
We had booked a car for 9.30am to drive to North Yorks and finally got a car at 1 40pm. That meant that we had to stop and have a meal on route ( extra cost) and arrived home very late.
We could not return the car that day because it was so late so had to returned it the next day which was inconvenient and totally their fault.
American Express recovered our money plus £10 to help with the cost of a meal.My advice is get an American Expresscard asap. They have helped us out before and when travelling something invaribly goes wrong however AE have always saved the day.We will never use Europcar again.
I am sure he would love to hear from you!!!