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
    Susanne
    | 1 reply
    I went on a trip through Sceptre Tours out of New York.  We went to Scotland for 7 days.  The travel agency rented us a car through Europcar, and all fees including extra insurance were paid to the travel agency.  I refused extra insurance at the counter of Europcar (Edinburgh) because I had already paid the highest insurance fees offered through Sceptre.  When I returned home, Europcar charged my credit card (which they demanded I give them) over $600.  This was in 2 seperate charges.  The first was never specified, and was added to my card the day we left Scotland.  The second was added about 2 weeks later, and in a few days I received a letter stating that the charge was for 2 new tires and an alignment.  There was nothing wrong with the car when I dropped it off at the Edinburgh Airport.  I don't know who is the biggest rip-off, Sceptre Tours or Europcar!
    • 0
      June replies to Susanne
      Wondering why you are blaming SceptreTours when it was the car rental company not
      the tour company that gave you additional charges?
  • 0
    JOHN
    It looks like nothing changes sorted car hire flights ect: in England all paid for, when arrived in italy Marco Polo airport to picked up car demanded 350 Euros deposit cash as far as i thought this was sorted any way paid but maid point of asking would there be someone to reemburse and told yes 24 hour i just knew in my water thered be a problem. got back on time nobody to except car told to come back in morning my flight leaves at 2300 hours left keys with very good english speaking italian but soon as mentioned money and his signiture for car he lost his english. there whole attitude stinks I'v hired cars all over the world mexico spain france ect i advise and i wont be using them again i'd rather walk
  • 0
    Paul
    Europcar car rental company in UK should be investigated by human resources for racism, staff bullying and unfair employee contract.
  • 0
    Paul
    Europcar car rental company in UK should be investigated by human resources for racism, staff bullying and unfair employee contract.
  • 0
    Heloisa
    I went to cancun and I rent a car, When I did the check in they asked me to leave a card number, like a deposit! And than, when I came back for drop off the car, I paid cash, but 3 days later, I saw in my account, they charged me twice in my debit card, so, sonds like a... I paid 3 times, for one rent car!!! Yeapppp!!!
    No, I am trying to get my cash back, with my bank! But, it's hard, because the reccived I have is in Espanish! And, they there don't say I paid cash!!!
    So, Never I will get this comppany again!!!
    I never see nothing like that, One big comppany, without costumer service number!!! I am soooooo up set!!!!with that sittuation!!!
  • 0
    Laura
    Aftef many emails and many attempts at calling in regards to our complaint we have still heard nothing!  we hired our car in Lille from a rental officer who spoke good english. He asked us would we like to take out further insurance for the car and after weighing up the costs we SPECIFICALLY said no, he understood this and we were on our way. On arrival to Nice to drop the car off and make payment we were shocked to see that we were being charged for full insurance.. (which might i say, was interestingly pointed out by another europcar branch that further insurance is NOT ALLOWED to be offered to drivers under the age of 25 which is what we both are!! ) none the less we were told that we would not be charged anything for the time being and that Nice branch would get into contact with the Lille branch and the Lille branch would call us back to sort this out.
    Later the next day we had received no phone call and were SHOCKED when we had to call back your Nice branch only to find out that the account had been closed and we had been billed the FULL amount including insurance without even as much as contacting us. Outraged at this we were told that the only way to dispute this would be to call complaints yet each and everytime we have tried to call we have not been able to get through. This is now the second time we have had to go out of our way to write when it is none other than the fault of your customer services. I requested that someone call me immediately to sort out this issue before it is taken further. I would be happy to speak to anyone who can help with this matter. Have heard nothing yet again.Further to this we asked for a Diesel car as we found it would be more cost effective driving from one side of france to the other and turned up only to receive a car that was unleaded... 650 euro later was such a waste on petrol when we specifically booked otherwise!! DO NOT EVER USE THEM!!
  • 0
    Pete Walton
    I waited 1 hour to get served recently at Europcar on Olham Road in Manchester. I had booked and paid for my car the previous day and I arrived on time to pick it up. The queue was horrendous and the place was grossly understaffed. By the time I was able to get served it was already too late to set off.

    What a shambles - don't use this company in Manchester. Next time I'm going to use Salford Car Hire. At least they are organised!
  • 0
    Michael  
    Arrived at Birmingham Airport Europcar and they did not have the car ready as i'm a corporate customer, instead all i can hear is a idiot duty manager named PAV DUBB who was not only talking to his own staff with no respectl but also gave numerous excuses on why the car was not ready. Stay away from the branch and an asian duty manager named PAV DUBB.This duty manager points his fingers to everyone apart from himself.
  • 0
    Trayworth
    I think I am lucky - I have only been overcharged £67, for fuel that I didn't need as I returned the car with a full tank. Well, only £67 so far, but it seems Europcar have a carte blanche to get money from my credit card. I shan't be using them again either.
  • 0
    Andrew Goldsmith
    Another one from Europcar Pisa via Carhire3000.
    I hired a car which had BRAKE FAILURE, causing an accident. Damaage to another car and the rental car was incurred. The costs were taken off my girlfriend's card without notification and 3 months later Europcar still cannot prove that the car was in perfect working condition. They apologise for the 'inconvenience' that the car's brake failure has caused and so far have failed to produce any documents which can prove that they take the safety of their customers to be paramount.
    The following names from Europcar customer service UK have demonstrated a complete failure to address the issue, simply passing it on from one member of staff to another. Enough is enough:

    Yasmin MANUEL
    Europcar UK Group
    Customer Services Advisor

    Emily ARCHER
    Europcar UK Group
    Quality Assurance Officer

    Samantha MADDOX
    Customer Service Agent
    Europcar UK Group
    (; +44 (0) 8713 840 235
    Fax; +44 (0) 207 198 1713

    Eleni Tsinontas
    Europcar UK Group
    Customer Service Agent

    'Scott' from Europcar UK customer services seems to be the only member of staff who will take steps towards helping, however the end result is the same: GBP900 has been taken without evidence that it is justified.
    I have been lied to by the above names that documentation exists to prove the condition of the car, so the next time you think about renting a car from any company,
    1) make sure it is not from Europcar
    2) make sure you have the mechanic's report from the agency which proves which checks were carried out and when the car was cleared as being in an acceptable condition for rental.

    Perhaps if Europcar are so confident that their vehicles are fine, they would all be happy to stand in front of their cars whilst the driver tests the brakes...
  • 0
    tgs
    Yep same exact experience.  One hour wait even though it was prepaid. Then they charged me twice on the credit card and impossible to find a number anywhere to complain.
  • 0
    Vince Boston
    Nothing new for me then as I have been through the same exact experience.
    We're back from Paris-France where I paid the full Europcar rent with my CC at the airport... Since then, my same CC was charged twice for: an extra day, fees and licensing and even better, for damages for more than $800!

    What a rip off. It looks like Europcar keeps charging your card for any reason...
  • 0
    Planky
    Thanks for this useful note of advice, Europcar are charging 650 pounds for a scratch on the bottom side of the car and claiming structural damage which is completely unsubstantiated and bordering on fraudulent.
  • 0
    Dom
    Just looked at my bank statement and discovered that EUROPCAR STOLE £354 from my bank account a month after a rental car was returned - and agreed - in perfect condition! How many millions do they make from people who don't check their statements?!!
  • 0
    Donald Heath
    I too have had problems with Europecar in Spain.
    I paid for a full tank of petrol when I got the car. I took the car back full as was arranged, but they never credited me with the 54 euros.
    I proper rip off, just stealing.
    Will never use the company again.
  • 0
    Helsbelz
    The Chief Executive of Europcar is Philippe Guillemot & he is based in the Europcar office in France: 3 Avenue du Centre les Quadrants, Saint-Quentin-En-Yvelines 78881, France. The office tel no is (from the UK): 00331 55668300. I think Mr Guillemot needs to know exactly what problems his customers (who have provided him with a very profitable year) have, the fraudulent behaviour of the worldwide offices, the appalling customer service offered at all levels in the UK office, the indifference with which customers are treated & the absolute refusal to acknowledge their poor performance in resolving complaints.

    I am about to contact Mr Guillemot & suggest others who remain unhappy too.
  • 0
    Aussie ripped off
    I rented a car from Europcar at Tullamarine Airport in Melb.(Vic. Aust.)in August. After travelling for 8 days and returning to the U.S. I received my credit card statement with an extra $250 added to my car rental.After many phone calls and diconnections. Nothing! I'm finished with this mob.
  • 0
    Frances
    I agree and have had the same experiences in Nice France.  Extra charges, no one to talk with.
    No more Europcar!
  • 0
    kpnutz
    Thanks for these comments very usefull will not be using them for our Holiday
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