Europcar International
reviews and complaints

Booking reference [protected]

On June 16, 2023 I received a message saying that I needed to return the car even though it was returned the day before at the appropriate location, Lisbon rua Castilho. The message was short of accusing me of stealing the car which is a serious accusation. On top of that my credit card was charged 2 euros for absolutely no reason. I understand that there was a problem with your system but such charges should not be allowed. Therefore, I demand an immediate refund to the credit card on file and an apology for the inconvenience.

We had a vehicle rented in France through our Travel Agency on May 24. The rental paperwork indicated we would be getting a Toyota Corella or similar vehicle. When we arrived for our pick up at the Lyon train station we were advised that we would get a Volkswagen small SUV. We were never informed there would be an additional charge. The agent showed us a document and advised us to initial it in two places and sign it at the bottom. We assumed it was normal paperwork and since we were never advised of an additional charge we signed it. When we returned the car in Paris we again were never advised of an additional charge. The following day conveniently when we were on our way back to the states we received an email indicating an additional charge for “Service Equipment” in the amount of $120.19 US. When I contacted Europcar customer service they advised us it was because we requested an upgrade from our original vehicle and that was the additional charge. After several useless emails advising we NEVER requested an upgrade or a different vehicle we were basically told we were lying as the agent that checked us in for our rental advised we DID request a larger car. Their agents will trick you into signing documents to scam you out of more money. Do not rent from Europcar. After reading more detail on the company they are owned by Volkswagon, who has been scamming and lying to their customers for years.

We had a reservation with Europcar in Dublin, Ireland. Our trip changed a week before arrival, and we canceled the reservation with Europcar. They agreed to issue a refund.

It has been an entire month and we have not received our refund.

Europcar Ireland has stopped responding to our communication attempts. When we call, we can not get a human on the phone. We are out of options as the company will not communicate with us and our agreed upon refund was never issued.

I have currently started a 6 month rental contract with an Audi E tron. I have chosen maximum mileage package, thus I will be doing a lot of driving.

But I have some concerns that are resulting in great inconvenience to me.

Upon reservation I had inquired as to the options on the vehicle, as well as as to the range of the battery. I was clearly told that it will be a 55 version, which is the bigger battery and that it will have a range of at least 400km. I had also gone online to eurpocar.com (germany), where I had found the vehicle category and in the description it was clearly stated that the range for the 300KW battery (which is what I have) is 411km (photo attached). This information has relieved me of any worries, as it was much below the WLTP range which is a joke) and was similar to the range that I was quoted by the gentleman who I spoke with before picking up the car (this was a employee of myeuropcar, who was dealing with my documents check).

Upon picking up the car, which was a brand new vehicle (thank you for that), I had brought to my attention that the battery was fully charged, but the range was 312 km, which is a practically 100 km below expected. I had immediately contacted a member of myEuropcar team for clarification, but was told that nothing could be done and that if I have any concerns, I shall write an email respectively. I tried to empathise that the range was just as important as the vehicle comfort, I clearly stated my case in regards to range expectations of the vehicle as well as the fact that I was misled by the information I had received by Eurpocar. But I was told in response, that there have been previous complaints as to the range of this model of the vehicle and that I should write a formal complaint.

To say that I was disappointed, was to say nothing. But to cancel was simply unacceptable as I had already budgeted everything upfront, as I had to, when paying upfront for the service. Moreover, to lose 200 EUR for cancelling was also not an option at this stage. So I decided to give it a go and see the realistic range during driving.

At this time having been driving for 10 days in different modes, speeds, city, urban and motorway, I can conclude that the range of the vehicle has not once reached even the promised (at the time of pick up) 300 km, but has been around 270 - 285 km!

This is simply unacceptable, as on the longer trips, it means that I need to lose more time for charging, but also costs incurred are higher than those that were planned according to the information told by your colleague and indicated on the website.

I urge you to consider a replacement vehicle for me or an upgrade to a vehicle that will have optimum range of at least 400km realistic driving.

I am a big fan of Europcar as a whole and I sincerely hope that this misunderstanding and negative emotions can be put behind our prospective future cooperation.

I thank you in advance for your understanding and thurrer approach to my particular situation.

At around 8:30am on Jan 17 2023, near the Huatulco/Mexico airport, I tried to pick up a rental car under reservation number Europcar CTW001068486 (edreams contract number MX840962670). I spent over an hour arguing with a Europcar employee and finally the station manager, as they insisted that I have to buy the Europcar CDW insurance if I want the car. They also wanted to put a $12000 hold on my credit card, which I agreed to. I showed them a letter from my Chase credit card company that I already have CDW/LDW, they didn't care. They gave me the choice to leave without the rental and cancel directly with edreams, or pay over $633 for CDW. After arguing with the highest manager in the office, Mr. Jasso Alberto, I couldn't convince him to honor the contract that edreams sent me. With no good choices, I paid for the CDW, which he discounted to $355.08. This more than doubled the overall cost of the rental contract I had! I have video and audio recordings of this fraudulent behavior, if needed.

I attached the Europcar rental contract T66683 so you can see how I was cheated. My contract with edreams carried no value to your employees. They said their reservation software didn't let the employees complete the rental checkout without selecting additional insurance for a min of $33 per day. After over an hour of arguing I was given the choice to pay an additional $355.08, or leave without the rental, but still pay cancellation fees.

The online reviews of Europcar Huatulco Mexico list similar experiences, so this is clearly a scam.

As I provided all necessary documentation listed in the T&Cs, there was no reason to deny the car. I am requesting Europcar MX to refund the additional cost of $355.08 incurred to me.

I rented a car on 10/29/2022 in Los Cabos. If I went to a "presentation" they would waive all the additional charges they were trying to charge me. Instead, I took some of the charges as I just wanted to get out of there. Two days later, a tire was slashed, which was on a Sunday. I tried calling numerous times to find out what to do to no avail. On Monday, I found a place that replaced the tire which cost me $134. When returning the car, they agreed to reimburse me $75. No matter how many times I tried contacting them, I still have not received my reimbursement.

On the 1st December 2022 I rent a car at the Europcar Johannesburg International airport.

I was not aware that the agent was setting up a possible scam.

When I was at the desk, the agent first told me that I cannot do the full coverage assurance on the car, even I was asking for. It sound weird as I always get the full coverage when I am at the desk of any other rental car companies.

Then he charged me a deposit that was higher than the one established by the contract I made when I reserved the car through the App.

Then he gave me a prefilled form with the damage noted on the car. When I went to check the car, I noticed that there were additional damages to the car that were not noted in that form. So I got one of their employees to note down and sign the form with the additional damages.

I had no accident whatsoever and I returned the car in the same condition when I picked it up.

When I returned the car, 6 days later, an employee checked the car and all was good, no damage, no accident.

I then was supposed to get recredited to my card the deposit I made, which was over $620. I was also issued an invoice to recredit my deposit but a day later, I received an email saying that an additional damage was found st the bottom of the car and asked me if I had an accident. I said that I didn't have any accident, but that agent still was claiming that there was a damage as something was bent at the bottom af the car. My deposit was then help and was not recredited back.

As I didn't have any accident, I provided all the data that I returned the car at the exact conditions when I picked it up and that the car was full checked when I return and no damage were found.

So whatever the agent is now claiming it sounds as a possible scam to steal money to their customers.

I have read many reviews where this has been the case, customers were scammed from Europcar agents.

So now, I am requesting that my deposit will be recredited back to my card and that Europcar start and investigation to stop any possible scam from Europcar's agents as this is damaging the reputation of Europcar and will cause to lose customers.

Dear Sirs,

I am writing on behalf of Ilya Khaskelberg. Ilya rented a car in Israel, 16 - 18 September 2022, Reservation number [protected]. Till now, he hasn't got back to his credit card the prepaid deposit.

We have filed a claim with request reference number [protected], but till now Ilya hasn't got his money back.

Please help us to sort this issue out.

Ilya's mail is [protected]@gmail.com

Ref: Rental Agreement: 1973644

I returned a Europcar rental at Dublin airport on the 23 August 2022 and there was a subsequent charge on my credit card of €482.57. After months of requests to their Customer Service department I had no response for an explanation. I finally managed, following an uncomfortable aggressive conversation with a representative, to get an invoice for the charge. The invoice simply stated: "compensation for damage €482.57".

The damage reported was a "scratch/scuff 12x3cm on the front bumper. I have repeatedly requested a detailed explanation of how this could possibly cost €482.57 - all I want some kind of breakdown of how the charges are incurred.

Now I'm not arguing if the damage was a result of my use, be that as it may, but this seems like gouging to me and the total lack of responsiveness from Europcar is appalling - to say the least.

Tim Golden.

hello,

I have rented a car from Europcar, booking number [protected], done on 9th September 2022 and it was cancelled and I have not received any money back.

The rental should start on 23 September on Chania airport (Greece) but my flight was delayed and when I arrived the Europcar was closed.

I should get all the money back with some cancellation fee but I do not get anything.

On 26.08.22 I rented a car from Dublin airport. I was asked to pick it up from the parking space downstairs. I was given the rental agreement on which 5 damages had been stated, however one of them had been crossed out. I was asked to check for any more damages and e-mail them in case there were any. I checked around the car and could not find any aditional damaged. I looked at all teh tyres and did not see any damages. I did not inspect the hubcaps closely. I then returned the car in the same condition as I picked it up early in the morning by dropping it to the airport on 05.09.22. Again there was no personal handing over. The next day I received an e-mail fom Amelia from europcar alleging me to have returned the car with a new damage: a scratch to the hubcap (front passenger alloy wheel)! The item that had been crossed out on the rental agreement was a damage to the front passenger tyre. The damage to the hubcap could have occurred at the same time. Now 150,39 € have been held from my deposit.

Amelias e-mail stated that if I had any questions I should write to damages department which I did but my mails have been ignored. I explained that no incident occurred while I rented the car that could have caused the damage. I also asked for proof that I caused the damage and for proof about the repair cost as well as to refund the deduction. Regards K.

I hired a car through Carjet for August 10th -12th 2022. I also had premium insurance for the hire. When picking up the car, I was given the option of two cars, both a higher class of vehicle than the economy car I had booked. Nothing was said to me about paying extra money. I assumed it was a free upgrade. That day after I returned the car, a further £141 was charged to my credit card. I went back the the branch in Roath to ask what the charge was for. The staff member said she had no idea and would enquire for me. On my return to Australia I phoned the branch to ask again. I was told an email had been sent to head office to query the charge but they hadn’t heard back. Two weeks later I phoned again, only to be told that the extra charge was for the car upgrade, premium insurance (which I already had), and road side assistance. I never asked for any of this. Saw no paperwork. Nor did I sign anything. This extra charge would have been known all along, and yet the staff lied to me and knowingly deceived me. They will not return my calls.

Dear Support

I am not happy at all with your King Shaka international airport branch management and its staff who like to create rules that no other branch in SA. They wasted my time when I was meant pick up a car and again today which begs the question: what is the point of belonging to the Privilege Club if the Durban airport staff and its management will create their own rules? It prompts me to ask why must have my details pre populated on your system as a customer when I must still go through a delay? I am not happy at all and this needs to be investigated because it is the second time in 9 months. Your urgent attention and favourable action hereto will be highly appreciated

Yours Sincerely

Musa

Tel [protected]

Mobile [protected]

My partner and I hired a courier van from euro car in Austria between July 3rd-29th this year. Today August 20th I was charged 5332.80 AUD as they believe we caused damage to the vehicle.

They sent my partner through photos of the alleged damage. This damage is inside the back of the courier can and is just wear from the bags and luggage in the vehicle. We do not have any photos of inside the car just outside the car from the day of hire.

We have hired vehicles from euro car many time before with no issues. They have been great in the past. However, the Vienna airport euro car are charging us fees because we are international visitors and it appears malicious. No one was there to view the vehicle at pick up or drop off.

They sent photos through of the alleged damages which we are happy to forward through also.

My company hired a car from the Christchurch branch two days ago, it was a Mitsubishi ASX in red.

I travelled to Oamaru, and on the journey i stopped in the BP at Ashburton to grab a coffee,but when i got to pay the lady stated that i had to wait for the police because the car was involved in a drive away from the same petrol station previously. She also showed me other camera shots of the same hire car driving off without paying at other various locations in August.

I was extremely embarrassed, and after the police arrived,they checked my story and paperwork, and let me go. Unfortunately i missed an important meeting so not great.

On my return trip to Christchurch, i was stopped various times by the police to explain that i was not responsible for driving away without paying for fuel. This made me extremely late and very frustrated. When i returned the car at Christchurch, i explained to the girl on the desk my total disappointment,and embarrassment at the whole ordeal.

Reference: [protected]

We booked a Scoda Octavia for a 3 month rental with our family.

As were travelling from Australia we had multiple bags, so needed space! The reason we booked an Octavia was because of the large boot size.

Upon pick up, no Octavia was available, just a Jeep Compass with a boot size of approx 2/3rds the size.

We were told that the T's & C's state that they can give us any car that is equivalent, and that a Jeep Compass is better. We checked the T's and C's (page 12) and they don't say that at all. Basically the agent lied. They actually say that you have to give us the car that we booked if we book by credit card and if we are within 24 hrs - which we were.

Given we had to leave Germany that morning for our trip, we had zero choice but to take the car, as they said no other Estate car was available in Munich except for a manual drive Passat.

We were unable to fit all our bags in the car, and had to throw away our largest suitcase, and use a soft edged bad instead.

The car is now cramped for each trip. Thanks Europcar for your lies and crap service.

had two speeding fines, paid them myself in due time, got a charge via paigo "from Europcar" for Eur30 each later as well and extra charge of Eur8 / each, I querried it, for querrying I got charged again Eur29 each with a comment if I don't read the small print. Eur153 later, had to call it off as it consumed too much time! borderline fraud! I will not EVER rent a car from them again and spread the word as much as I can, so people don't suffer from this unethical practice!

Contract [protected] / Reservation [protected] - Fuel Refund

Hi

For stated contract I have not received yet the refund for the fuel, as I had the option full/full booked and returned the car full.

Thank you very much for refunding to the credit card used for the booking.

Best regards,

I submitted my complaint on 6.20.22 and Europcar commits to a response in 7 days. On the 8th day (6.27.22) I submitted a complaint of no response. Today 7.1.22 STILL no one has contacted me!

Here is the original complaint:

June 20, 2022

Hello,

I rented a car on line for 4 days and paid for additional driver and collision, in advance. Mary, at the Dublin airport location assisted with my check in. I made one change and that was drop off location.

Mary offered to GIVE me an audi that was at the door. I was surprised, but was reluctant. She assured me that she was going to give this to us. I asked a number of times, really? give it to us? She assured me. My second driver came over to the desk and asked really? give it to us? Mary said Oh yes, it doesn't cost me anything to give you this car, you will have more room for your luggage.

Mary then added a day onto my reservation. From 4 days to 5. The online contract states 5/30-6/3 and calculates that as 4 days.

Mary Gifted Upgrade was for $500 OVER what i had already paid online, for 5 days.

Mary charged me for additional driver for 5 days, again I paid this online in advance.

Additional collision and premium charges were added on as well!

I returned the car FULL and Scratch free. I saw many damaged cars in the parking lot. Many.

Europe CAr charged my credit card $3,508.90 over what i had already paid! This is not right.

I did sign the document Mary presented, and I TRUSTED her, plus I am visually impaired and was not able to see the very small font on the new document she presented.

Please credit my credit card by $3,508.90 - extra charge to Galway $85) = $3,423.90.

BTW: As I was touring your country, I was asked by two different Irishmen if Europcar was charging me accurately. They went onto telling me of inappropriate charges to tourists once in country. This tells me that there is something going on.

Please correct my account today.

1. A few months ago, I rented a car to be picked up at the Barcelona Airport on May 25 and dropped off on June 7. I booked a compact car (Renault Zoe Electric) for $393.

2. After landing in Barcelona, we arrived at the Europcar station. The gentleman there was very nice but immediately told me that an electric car was not a good choice as I was going to France. I responded that the Renault Zoe can drive up to 239 miles (384 kilometers) and I was going just over the border (204 kilometers). It was early in the morning, I was tired. The gentleman insisted, telling me he was going to take care of me and give me something similar. Then he said he did not have the same but, once again, he was going to give me “something nice”. This is not “customer choice”, this is “surclassment.”

3. I signed the paperwork, got the keys, and ended up in the parking lot… to find a Peugeot 308! At that point, we left the airport with the car. As advised by the Europcar employee, I did take a picture of a scratch on the right side of the car as no employee was present on the parking lot.

4. After driving 45 minutes on the highway towards France, we stopped at a rest area and, unfortunately, my purse was stolen, including the car keys, cash, credit cards, cell phone, etc. The police very nicely called Europcar for me and Europcar sent a tow truck and cab, to go back to the airport. The car was towed to a garage. Of course, we needed our luggage. At that point, a different Europcar employee told us they did not have a copy of the car keys and we would have to wait until the headquarters in Madrid send keys, which would take 2-3 days… Without any money to rent a hotel room, I said that there must be a way the garage could open the car (really?). Three hours later, we found out the car was open, and we could go to the garage to get our luggage.

5. The employee wrote a second contract, this time for an Opel SUV. I signed the paperwork quickly, trusting all would be well.

6. Note on the car: It had a lot of miles and was not in great shape. The suspension was very rough. As my cell phone had been stolen and I could not take a picture, and as once again, there was no employee on the parking lot, I did call the station to let them know there were some bad scratches on the right front bumper.

7. When we finally arrived at our destination, I looked at the contract and found out, to my greatest dismay, that there was a 471.90 Euros “Cat Superior” charge, a 149.99 Euros towing charge and other miscellaneous charges.

8. On June 8, I received an invoice from Europcar for a grand total of 1,172.79 Euros.

a. Customer choice: 471.90 Euros. I did not request a surclassment, I wanted a small car and the gentleman said he was going to “take care of me”. The rental itself ended up being twice the amount I had originally booked.

b. Damage Surcharge: 181.50 Euros. For what exactly? There is no explanation there. I called for the damage I noticed.

This is not only disappointing, but this is also dishonest and unethical.