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Europcar International
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1.8 325 Reviews

Europcar International Complaints Summary

68 Resolved
256 Unresolved
Our verdict: When using services from Europcar International with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Europcar International reviews & complaints 325

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12:12 pm EDT
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Europcar International worthless insurance cdw

Europcar rented a car to me in Germany so I could drive to Poland, and rather than using my creditcard insurance coverage, I thought I would buy insurance protection from europcar for complete coverage. While in Poland a motorcyclist ran in to the car while is was stopped at an intersection as the motorcyclist was illegally trying to weave through the stopped cars. Anyway, the motorcyclist lied to the police saying we drove into him and as he and his girlfriend riding on the back of the motorcycle told the same lie, the police gave my wife who was driving a ticket. When I returned the car to Europcar in Frankfurt the attendant noted the minor damage, and since he saw that I had purchased the insurance he told me everything was okay, and that I could go. Then back in the U.S., Europcar started sending me bills for 774 euros inspite of my purchase of their insurance. Apparently, had I only used my credit card insurance I would have been completely covered, but by electing to use their insurance, my creditcard insurance is voided, and their insurance sucks. I might have been able to figure this out, if their agent had a clue, or if I read German as that is what the policy was in.

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5:55 pm EDT
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Europcar International worst customer service

The worst ever customer service I have ever received from a reputed car rental company called Europcar. I made the bookings online which entitled me to a discount of 10% as compared to bookings made over the phone, just to end up at the car pickup point to know that I am not eligible for that discount as they are not aware of any discounts which I was supposed to get! - Worst communication in the organization.

Secondly, I returned my car 2 days earlier than I was supposed to (which was done after talking to their customer service representatives over the phone) entitling me to get a refund of around $160. I have been calling Europcar helpdesk continuously from the past 15days about that refund just to hear people lying to me that the refund has been credited to my account online 10days back! Most of all, the representative named Daniel (working in wellington, as told to me by the picton branch manager) is so rude and says that the claim will be handled through New Zealand branch and says that is he is in Australia, bloody liar. When I call Australia they say that New Zealand offices will refund it, New Zealand people say that Australia will refund it, just making me a fool.

It's just a matter of $150 but the company has earned itself the worst reputation and I WILL MAKE SURE THAT I SPREAD THE NEWS TO ALL MY RELATIVES AND FRIENDS ADVISING THEM NOT TO MAKE ANY RENTALS THROUGH EUROPCAR.

I WILL BE MORE THAN HAPPY TO MAKE A FORMAL COMPLAINT IF THERE IS A CHANNEL AND SOMEONE COULD ADVICE ME HOW TO DO THAT. Please mail me on [protected]@gmail.com and I will really appreciate your help.

Advice: NEVER EVER USE THIS ### COMPANY EUROPCAR, They SUCK.

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Noronha
, IN
Feb 15, 2010 4:00 am EST

Here's more. I recently hired a car from Europcar. I had reduced my insurance excess to maximum of $338 & yet they charged my credit card account the full $1200! I have been writing mails (4 reminders in a week) but have not got any reply from them. There's much more but I guess there's already more than enough reason for anyone reading this not to opt for their services.

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80Bex
Kirwan, AU
Nov 26, 2009 10:31 pm EST

I agree. My partner and I rented a Europcar in New Zealand and returned it on the day it was due to Christchurch International Airport. We checked the car and it was clean and not damaged in any way. There was no one at the service desk and a sign directed us to leave the keys in the chute because the desk was unattended. 2 days after arriving back in Australia, my partner noticed a charge of over $300NZ on his credit card. He rang the company to complain and they claim there was a scratch on the passanger side door, which couldnt be buffed out, so they charged us for the "damage". I am absolutely disgusted that a car company can take advantage of 2 tourists the way Europcar NZ has taken advantage of us. There were NO scratches on the car when we returned it. Europcar has made completely false accusations against us and I have been telling everyone I can NOT to go with them because they are the worst hire car company.

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EuropcarSucks
San Francisco, US
Oct 15, 2009 11:42 am EDT

I should have read the hundreds of horrible reviews about Europcar before I rented my car in Australia. Everything was fine, everyone was nice until I returned the car and they tried to charge us extra because we returned the car a day early even though we had been told that we'd get a discount if we returned the car early. Then, they charged me $84US for leaving some sand in the car, which they said required the car to be steam cleaned. They didn't tell me about this charge when they inspected the car when I returned it, but all of a sudden this charge appeared on my credit card statement! So, I contested that with my credit card company. Then, since my credit card company is disputing the charge, they tried to falsely charge my credit card AGAIN 6 weeks after I'd returned the car. Thankfully, my credit card company, now on to the wiley ways of Europcar called me because they suspected it was fraudulent. How is this company still in business?

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Shayne Reeves
, AU
Jul 25, 2009 5:21 pm EDT

I agree - I have been charged for damage done to the car before I hired it and can have been patronised and put off by the Auckland staff...EUROPCAR SUCKS AND I WILL TELL EVERYBODY!

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11:34 am EDT
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Europcar International fraud & scam

In April 2009 I collected a prebooked car at Europcar Edinburgh Airport, I was requested to sign a blank screen on the counter, after I asked to see what I had signed I was shown the print out of the rental agreement with an upgrade & an additional 88 pounds on top of the agreed price, although I had not requested an upgrade. As it was late & Easter I was told take the car as no others were available & call after the weekend to have the matter rectified. I did this & was told by europcar that I had it seems requested an upgrade & signed for it but I should discuss the matter when I returned the car 17 days later. on return I was told this would be rectified, I received the invioce 7 days later with the upgrade & extra 88 pounds. I contacted Europcar again ( which is not easy) & was told I had requested an upgrade & signed for it... End of story.. I have sinced faxed, mailed & phoned but recieve no reply.

Beware of this scam with signing a blank screen.. Europcar, national & Alamo are now all 1 company & have signature screens on their counters. Michael Morris

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Ajax4321
, US
Nov 12, 2009 4:31 pm EST

Stay awsy form Europcar. Europcar is a fraud and a sham. WE ere a little late in retruning a car and htey hit us iwth a $375 charge, equla to thier full retial. That comes out to $125 per hour. Stay with aUS firm to get fiar trtment.

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8:16 am EDT
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Europcar International stealing off credit card

spent 2 months in Italy last year from August to October 2008. While we were there we rented a car. The Place we rented from was Europcar at the Termini location in Rome.

As with any car rental you must produce your credit card even if you are paying cash for the vehicle.

Upon each vehicle return we paid in cash and were assured nothing would appear on the credit card. The CC company is TD Visa in Canada. We returned home in October and in began to receive all kinds of charges to the card from the car rental company Europcar at Termini location in Rome. Each month other than one we have incurred charges from over 1000 dollars to a bottom of 59 daollars. Non of these charges are valid and have been made up! however the dispute resolution process with TD Visa is to no avail. If the billing occurs and you do not have proof then you are charged, the fraud dept with Visa will not interfere because you have authorized use of the card even if your authorization was to be believed to simply hold the funds incase. Once you sign for a vehicle rental the contract is open ended and they can charge your account for years after you have left the country. It has been 7 months since our visit and we are incurring new charges dated for the time we were there and each charge is a new charge. Case in point to alert anyone with common sense. The most recent charge is for extra milage etc. Why was that not incurred upon return of the vehicle when inspected and accepted by the rental compay? Beware...Do not deal with auto Europcar in Rome Italy! And make sure you have recourse with your credit card company in case something like this should arise. In my experience and opinion Do not use TD Vise as your credit card company as you will not have fair recourse.

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SWX
lon dr, AU
Sep 03, 2014 4:12 am EDT

There is something that you can do.
Close your credit card account and open another. The car rental company will not then have access to your account, and will not be able to make any further charges.

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11:30 am EDT
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Europcar International unfair dismissal

I worked for Europcar as a driver in the UK and I met with victimization and discrimination (I'm not English). I complained about it a lot, but mostly to no avail. Eventually, I was made redundant, which didn't surprise me. The official reasons for redundancy were absolutely unfair. Incredibly, one of them was even my grievance in which I complained about being discriminated against. Again, that was one of the official reasons for redundancy! I think this explains everything.

I've already filed 2 grievances against Europcar to an Employment Tribunal in Liverpool, one regarding discrimination and the other-unfair dismissal. Overall, Europcar is a very bad employer-disregard for workers' rights and safety, unprofessionalism and poor man-management. My advice-beware of Europcar, especially if you're not white and British. It's amazing what they're capable of. v

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5:08 am EDT
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Europcar International almost fraudulent terms&conditions

I reserved a car for 3 days for approx. 35 EUR. I held my confirmation in my hands going to the pick-up counter in DUB Airport.
When I wanted to collect the car, the member of staff showed me an agreement stating more than EUR 120, 00 (!).

Without asking me, she added a "gas package", paying for a full amount of gas that I didnt request (which is -by the way - much more expensive than just driving to a gas station before dropping the car).

She also added the VAT and an airport collection charge (25 EUR). I know this charge often applies, but my reservation showed a price to me, not including these charges (and not mentioning following charges, as well as the VAT).

The last straw is the CC-charge; You are just able to pay with CC but they charge you EUR 5, 00 for that. In the terms&conditions it says "3 EUR". A discussion at the counter was blocked by forwarding me to the callcenter of murrays where I hang up after hanging more than 10 minutes in line. Mails have never been answered.

This company runs a highly fraudulent business, I would not have expected this from a company being allowed to carry this trademark in a western country. I would never again use them and will not recommend other people to do so.

As I got to now, Murrays will be Partner of sixt starting in summer 2009, so: Watch out!

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COLM BRADY
, IE
May 13, 2011 9:21 pm EDT

Hi there
Murrays are no longer associated with the Europcar brand in Ireland and is now operated by a totally different company. If you go to the site www.europcar.ie you will the new compaines website

Colm Brady
General Manager
Europcar Ireland
colm.brady@europcar.ie

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Europcar Ireland
, IE
Dec 21, 2010 11:22 am EST

Hello,

The above is correct in that Europcar is under new management in Ireland. Irish Car Rentals is the official licencee in Ireland and all bookings can be made on www.europcar.ie.

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2:54 pm EDT
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Europcar International money stealing company

Rented the car in France last summer from Europcar in Avignon TGV station. Returned it 3 weeks later in Rennes and a few weeks later got a bill in the mail which was 300 euro higher than anticipated. Asked them why (the bill didn't specify the reason, just had a letter 'A' as the item name, nice sense of humor) they told me that I returned the car damaged. Needless to say that I returned the car in a perfect shape, I have a witness and they even didn't bother to inspect it upon return. Now I know why.
Stay away from this scam company.

I'm looking for consumer rights information in France. I don't speak french and I read french as a 3 year old, but I want to make Europcar life as difficult as possible.

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Renata
, US
Apr 08, 2009 11:25 am EDT

Rented the car in France last summer from Europcar in Avignon TGV station. Returned it 3 weeks later in Rennes and a few weeks later got a bill in the mail which was 300 euro higher than anticipated. Asked them why (the bill didn't specify the reason, just had a letter 'A' as the item name, nice sense of humor) they told me that I returned the car damaged. Needless to say that I returned the car in a perfect shape, I have a witness and they even didn't bother to inspect it upon return. Now I know why.
Stay away from this scam company.

I'm looking for consumer rights information in France. I don't speak french and I read french as a 3 year old, but I want to make Europcar life as difficult as possible.

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k swart
Lincoln, GB
Jul 03, 2009 1:03 am EDT

I will never rent from europe car again. I rented from imperial car, south africa 2007 since then they have become europcar. I received a bill of over R9000 a year and a half renting the car ...i am still trying to sort the matter.

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12:47 pm EDT
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Europcar International car rental

We pre-booked a car with Europcar, in Mexico, Queretaro.

We were informed that we can decline the collision damage waiver and theft protection if we have a third party insurance, such as offered by our credit card.

When we arrived to pick up the car, the service woman did not like the idea that we would not be paying the additional $30+ per day on the $11/day car, so she insisted that we can only decline CDW and Theft if we place a deposit on the credit car. The deposit she wanted was the full value of the car.

Of course our credit card did not have a credit limit of $18, 000. So, screwed by Europcar we had to pay the $30/day scam fee.

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10:12 pm EDT
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Europcar International fraudulent charges

I rented a car from Europcar at Heathrow when I was in UK recently for my mother's funeral. I had prepaid using a voucher from AutoEurope. The price was very reasonable (CAD$178 for seven days rental).

I returned the car and it was checked in by the Europcar agent who said everything was fine and there were no extra charges. However when I looked at my Visa statement on my return to Canada I discovered a charge of GBP496.92.
Apart from the usual surcharges hidden in the small print (Premium station surcharge etc.) and an exorbitant charge for fuel (which I knew they would charge) there was a a charge of GBP350 listed as "other surcharges".
Europcar (UK) did not respond to my e-mails but when I phoned them and spoke to an agent he informed me that it was for a scratch on the rear of the car. There was no scratch on the car - indeed the check-in agent had accepted the car as in perfect condition.
It seems to me that this is simply a scam - no doubt played upon overseas users who declined the collision damage waiver.
I am currently contesting the charge with Visa, but am not sure what they will be able to do about it.
Have other people been scammed in this outrageous way, I wonder?

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deejayw
, US
Mar 30, 2011 11:01 am EDT

I've rented twice from EuropCar and found charges of €276 and €146 on my Credit Card post rental. First instance was damage which they claimed was on the car on return. Not true. Second case was fuel. I had returned the car with 2/3 of a full tank but yet they claim to have squeezed 59 litres into that same 70 litre tank. They also falsely advertise on the rental counter that their fuel is significantly cheaper than local fuel prices which is not true as they list the local price inclusive of VAT but display their price ex VAT.

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Susan Coates
Bromley, GB
Mar 31, 2009 9:26 am EDT

yes we have. and after six weeks can still not get a satisfactory response from them

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11:31 am EST
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Europcar International rude, lazy, greedy

I rented a car in 2008 from EuropCar in Marseille. The rental included a GPS, which I was instructed by the Agent to leave in the glove box when I returned the vehicle (if the office was closed). I did as instructed, but sensing a problem I tried to protect myself by taking photos as evidence. Several weeks later I received a €400 charge for the GPS. Afterward I contacted EuropCar on numerous occasions, showed them my documented photo evidence, asked them for cooperation in investigating other possible explanations for the lost GPS, but was treated rudely by their Agents and ignored by their Corporate Management.

In an effort to clear up the matter, I lodged a dispute with my Credit Card Company and explained my position. Thankfully the Credit Card Company agreed with my version of events and removed the €400 charge, saying that EuropCar acted badly. Furthermore, the Credit Card Company Agent confided in me that EuropCar is notorious for this type of behavior and congratulated me for standing up to them.

I thought the matter was done. But 6 months later, despite the Credit Card Company's verdict, I was contacted by EuropCar and advised that they still want €400. And if I don’t pay up immediately then they would put my name on a "blacklist" so I can never rent a car again in Europe. When that failed to scare me, EuropCar hired a French debt collector who is threatening me with legal action in the US if I don’t pay up.

Throughout the whole process my impression of EuropCar is that they are rude to clients, they ignore attempts at reasonable dialogue, and they’re greedy. EuropCar simply want their money in spite of the facts, and they use fear and intimidation (verbal abuse, harassing letters, and threats) to wear clients down and frighten them into settling. However, thanks to websites like this, EuropCar’s reputation can be exposed and potential victims of EuropCar will learn what kind of company they’re dealing with and hopefully avoid my experience.

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Peter Johanson
, US
Aug 26, 2016 9:16 am EDT

I have had a very similar experience. Europcar has got many tricks up their sleeves to Scam their customers of money. DONT USE THEM!

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PaulT1962
, CH
Aug 27, 2012 8:12 am EDT
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I have suffered a very similar scam. I returned a Europcar rental car to Manchester Airport in February 2012. No damage, full tank of petrol but no one available when I brought back the car. I had to hurry for a flight so just posted the keys. next credit card bill was a charge for £523 from Europcar with no explanation. I immediately queried with the AMEX who reversed the charges and charged back to Europcar after 2 months or so. That I thought was the end of it. Then in July 2012 I receive a threatening letter from Europcar to cough up immediately or be blacklisted by Europcar (hurray), have my credit record destroyed they would send in the bouncers of debt collectors and legal action. But no explanation of why I am charged £523. So I asked them for a breakdown of the charge and indicated I would not pay until I had it. Now August 2012 I have had a threatening letter from the Debt Collectors demanding immediate payment of £523 or else. But I am still in the dark as to what the charge is for. I also had additional insurance to cover any damage to the vehicle but I had to claim within 30 days of the incident. But since the incident was 6 months ago and I still do not know what it is I will not be able to recover any "legitimate" charges from the Insurance. NEVER use Europcar. I do not expect I will have to pay but it is hassel dealing with these ###s.

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5:55 am EST
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Europcar International wishy washy damage claim

Here's the transcript of my email sent to the manager:-

It is very disturbing in receiving 2 separate invoices in charging an extra total of $397.17, despite paying an extra for the so-called insurance cover on picking up the vehicle at $328.62 while originally only quoted for $215.12.

A 4 day rental of a rundown vehicle costed $725.79? What a rip off! We felt that we’ve been conned big time by Europcar!

The most run down condition car that we were ever been provided by a car rental company and yet we ended up with damages claimed on the cars that may have already been there in the 1st place! What 15cm scratch mark on frt bar ? What dent 15cm on bonnet? What pass side headlight?

The car wasn’t even cleaned up when we 1st picked it up. (e.g. My son noted a used Brumby paper bag underneath the driver seat when we moved the seat forward. Hair noted between the front passenger seat and centre console; left over drink mark in and around the cup holder) It was our fault then for not making a deal out of it!?!

We regretted so much that we didn’t make a deal despite noted many more imperfections on the panels and around the scarf plates of the doors! We took it from our previous experience with all other car rental companies that we would deal in good faith that what was fair would be fair. How wrong were we with Europcar!

We will take further actions within our rights and we will make an effort to let others know of our dumb founded experience with Europcar for sure.

We felt strongly that we were provided a rundown condition vehicle and subsequently being conned to pay extra for the wishy washy conditions that already existed before our use.

We felt so badly cheated, as there was no way of us not knowing if we had caused a 15cm dent on the bonnet and a 15cm scratch mark on the front bar and the unexplained headlight damage!?!

It is a rip off from easy customer. It’s a calculated bully.

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7:23 am EST
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Europcar International over charging.

I had a hire car from Europcar Italy for two years. My contract was to hire a VW Passat for the total two years. Halfway through the second year the Car Rental Office telephoned me and insisted that I take an Italian car. I was very unhappy about this as I consider Italian cars to be unreliable.

I had to take the Italian car and during my family holiday in Austria, the car broke down. I telephoned Europcar, Bergamo Airport and their representative told me not to drive the car. Europcar then sent a tow truck out to collect the car and left me and my family stranded in Austria.

One month later, Europcar charged me 400 euros for the car being returned to a foreign office?

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12:15 pm EST

Europcar International full of lies

I booked my car through expedia.com and called the europcar dublin airport to ask if everything is included. It was.

When I got there the price went up from 35 euro to 135 euro. Also, they were giving me a 'special' because they ripped me off, the gps navigation from 10 euro to 5 euro a day (!). But they did that to everybody.

Returning GPS I asked to sign for received but they would not do that.

Very very unfriendly people and service at europcar dublin airport how I was treated.

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BEN A
borehamwood, GB
Jan 24, 2011 6:51 pm EST

I book a car with EUROCAR WALTFORD for 4 days in the united Kingdom, The company manager in watford where I took the car, She did not work me arround the car, I did the work arround my self and I a saw alot of stretches on the car and I told her about it, she told me that the company is not border about small stretches. My return date was public holiday which one body was there, I returned the car in one piece. I traveled back to my country of residence, They charged my credit card and they took my security deposit, saying I cause those stretches.That is a RIP OFF and they say they are one of the big car rental in United Kingdom, All they do is to RIP poeple of thier funds.DO NOT USE THEM. Be aware of this frued.EUROCAR IS A BAD COMPANY IN WATFORD, UNITED KINGDOM

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1:12 pm EDT

Europcar International fraudulent surcharges

I rented a car with free mileage for three days in France, in the second day I went at europcar branch and asked for extension of one day more in my rental and they accepted. For my suprise after deliver the car with a full tank and no damages my credit card was billed in 600 euros surcharge. They said that it refers to excess mileage that I drove, but the contract was with unlimited mileage. They said when I asked for period extension the contract was changed to limited mileage without any advice or discount of the km already done. So its not a reliable company NEVER USE EUROPCAR SERVICES.

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Gareth
Perth, AU
Apr 22, 2009 11:35 pm EDT

Re. Formal complaint regards rental charges

The letter was sent as a formal complaint, as per the Terms and Conditions of Rental, regards the charges levied under the Europcar rental agreement (Australia).

At the time of returning the car at the expiry of rental, a verbal complaint was made.

Complaint 1: Premium Location Surcharge (PLS) applied on return of the car at the end of the agreement – applied specifically to the Damage Liability Fee

The rental agreement signed “The Renter” at collection on the 10/04/09 was for a total charge of $409.78. The agreement included a damage liability fee of $3, 300 ($3, 000 + 10% GST), which was signed and accepted (copy attached – car odometer reading 23071).

On the return of the car, with some ‘Corner Scrape’ damage, the Damage Liability Fee suddenly became $3, 861 (($3, 300 + 17% PLS) + 10% GST thereon). This represents an additional fee of $561 which was not part of the Rental Agreement entered into.

There are four issues with this:-
- Under the terms of the Rental Agreement, there is no scope to add an additional Premium Location Surcharge upon the return of the car. The charges are those signed and accepted at the time the car is rented and these charges are acknowledged by signature. The PLS is to cover the transactional costs of doing business at an airport location (parking, use of airport premises). This does not include the costs associated with damage
- The PLS has no bearing on the Damage Liability Fee, which is separately set under the ‘Damage & Loss of Property’ clause of the agreement. It is not acceptable under commercial and contract law to change the nature and quantum of the terms and conditions of an agreement after the fact. We do not accept that an additional $561 fee is fair or just.
- PLS does not apply to a car returned to the airport but originally rented from another (non-premium) location. An additional fee should therefore not be applied when the car is returned.
- There was absolutely no indication given at the time of rental, verbal or written, that the Damage Liability Fee would be increased by the PLS should any damage occur. Therefore, again, these charges do not form part of the contractual terms agreed to at the time of rental.

We therefore request that the $561 is immediately refunded to the credit card associated with this agreement.
Complaint 2: Excessive Premium Location Surcharge (PLS)
The Premium Location Surcharge is a concession fee paid to Airport owners and is an addition to the costs associated with running your business. The Premium Location Surcharge varies between airport locations due to the contracted arrangements in place with Airport owners, but is typically 6% to 11%.

The current approximate PLS rates at airports across Australia are:
• Adelaide Airport 9% on all rental charges
• Brisbane Airport Not applicable
• Cairns Airport 9%
• Canberra Airport 10.4%
• Darwin Airport 10.5%
• Hobart Airport 7%
• Melbourne Airport 10%
• Perth Airport 10%
• Sydney Airport 11% costs
A PLS fee of 17% charged by Europcar at Melbourne airport is excessive and not in the interests of fair practice to the consumer.

This is particularly pertinent when the Webjet booking (www.webjet.com.au), under which the reservation was made, gave no indication of an additional PLS on top of the amount quoted at the time of booking.

I am referring this matter to Consumer Affairs Victoria for their opinion and further investigation.

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8:27 am EDT
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Europcar International terrible company

My wife and I went for our Honeymoon in Spain and rented Europcar (although it wasn't the cheapest) to take advantage of their "Free GPS" offer. We had a 3000 miles tour of the country in mind and reserved a Peugeot 307 for comfort particularly due to my tall size.

At Europcar in San Sebastian, instead of our protest we received a Fiat Punto (way too small) instead of our 307 and the GPS was no longer free, they claimed not knowing about any free offer! In route, the GPS stopped working, we stumbled our way through Leon and eventually found a Europcar office. They were of no help, would not replace the unit and barely gave us directions to our next destination.

We brought up all these issues when we dropped the car in Barcelona and insisted they not charge us, specially since the GPS had not worked (and we had them note so in our file). In the end promises were made but when we returned to the US, we found out the GPS unit had been charged in full.

We are so sick and tired of these Bait & Switch tactics as well as the complete lack of support and wall blocking when we file complaints. This industry should be better regulated.

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pedrobarcelona
, ES
Aug 30, 2010 5:16 am EDT

Having worked for one of these big car rental corps, I know that they will never refund you. You should have turned down the small car to begin with and ask to speak to the boss. First sign of trouble is if they cannot supply you with the car of same category as requested. Second - ask them to write down the GPS offer on file and have it printed or take photo of the computer screen. Also remember to have them write downall scratches on the car and give you a copy of the car damage report BEFORE leaving the premises.

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7:32 am EDT

Europcar International overcharges

We recently completed a rental with Europcar from Heathrow airport. Like other posts to this board, we had the attendant go over the vehicle and he agreed that everything was fine and there would be not further charges.

A week later, I found a charge to my credit card for 350 pounds. Four days later, a second charge of 350 pounds was posted.

Unfortunately, we live in North America and I cannot go down to the Europcar office to complain. I sent a query in through the Europcar website and received a reply stating that it would be forwarded to customer service. I tried to call Europcar on two different numbers (no toll free service1!). One rang contiunuously without an answer. The second was always busy.

I have put in a challenge on all Europcar charges through my credit card company and contacted the travel agent through which we rented the car. Hopefully I will get my money back.

Europcar is running a scam, are untrustworthy, and are nothing more than your garden variety highway robbers.

DO NOT DEAL WITH THEM.

I feel like I have been dealing with a company in a 3rd world country. But that is probably an unfair slight to 3rd world countries.

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trist
New Berlin, US
Aug 09, 2011 12:07 am EDT

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.

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fgfgfgfgfgf
los angeles, US
Jul 22, 2010 1:31 pm EDT

same just happened to us in South Africa...

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Karrie
,
Oct 09, 2008 10:06 am EDT

Seems to be happening worldwide, we had a similar problem in Barcelona with them. The car was still dirty from the previous rental, when we got home we had an extra £286 added to our credit card without our knowledge. I have emailed Customer Services in the UK three times with no reply, tried to call them on several occasions, once ringing for 10 mins with no reply and on 4, yes 4, occasions the phone was picked up and put straight down again.
Still no response to our query as to what this sum was. Will never use them again on our trips to Spain, they have lost what could have been repeat custom from us and our immediate family and friends.

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R
4:09 am EDT

Europcar International extorsionate charges

My advise is "never use europcar hire"!
I prebooked a car several months in advance at a cost of 302 euro's including damage waiver.
When I arrived at eurocar's desk at marsielle airport I was told I should pay for excess insurance which I agreed assuming it would be a fraction of the cost. However, at the end of my holiday my card was debited with 536.36 euro's, what a con!

The service at marseille airport was terrible, even though I was first in the door staff ignored me, I was made to wait for 15 mins by which time 4 english people where behind me, then a french woman entered and 2 staff members served her immediately making us english wait.
The car I pre-booked was not available but I was not offered an upgrade.
Also, I forgot to remove my satellite navigation windscreen mount and phoned marseille when I got home, I was told they would find it and call me back but after 4 attempts, no-one ever phoned me back.
I have emailed europcar customer service several times with no responce and hung on to an unanswered phone for hours,
Again I stress, do not use this company, they are in my opinion a bunch of crooks with no hint of customer service!

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Jenny Mann
,
Sep 19, 2008 11:51 pm EDT

A friend of mine had the same kind of experience. He's Chinese so I'm trying to help him..have you found any formal avenue of complaint such as a government tourist bureau or similar who might take up the cause against this company?

Any suggestions would be gratefully received.

Jenny Mann (Australia)

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9:46 am EDT

Europcar International booked van unavailable

I booked a van over the phone. I called a few days in advance for a qoute and to check avaialbility, and was told only a few hours notice was required. I called again on the day I needed the van, booked it for collection at East Midlands Airport and got a booking number. When I arrived at the station the lady took my details and said they don't have vans at airports! She told me I could cancel my booking and then either leave without a car or rent a different one. The only one they had available and allowed for under-25 drivers was a Seat Altea. We were moving house and had no choice, so I took the car but it was smaller and so much more difficult to pack! We didn't manage to move all our belongings before the deadline, and we had to make more trips anyway, so we wasted a lot of time as well as money. I have to say the lady at the airport office has been great and very helpful, but the booking centre clearly messed it up!
What should I do now? Any advice? Thanks

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7:35 am EDT

Europcar International overcharge

we rented a car from europcar in less than 5 miles from the agency the car broke down and had to be towed. we recieved a bill 2 months later for $495 for repaires to the car.

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APOSTOLOS MALIORIS
,
Sep 15, 2008 12:10 pm EDT

This is the worse car rental company that i had to co-operate with. I have got troubles for paying a parking ticket that i had received to Italy and nobody is doing anything to help me find a way how to pay it. Keep away from this rental company. They care only about taking your money and after that chaos.

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4:37 am EDT

Europcar International damage scam

We hired a car online through Holiday Autos and they allocated us to Europcar at Lyon airport in May 2008. We had no problems at all with the car (and no bumps) and when we returned it to the airport a uniformed Europcar employee carefully inspected it and (in front of us five adults from three different families) said there was no problem, nothing to sign and sent us off with a smile. "Nice company to do business with" I thought.

Back home they sent us an invoice saying "Damage Surcharge" (no other explanation) for a ludicrously round figure of EUR 1, 000.00 plus VAT which they translated at an appalling rate (which I don't believe they're allowed to do without permission) into GBP 975.24. That's a rate of 1.226 EUR to GBP when the real rate on my credit card the day we took the car back was 1.27. Then they compounded the scam by taking it from my credit card account in two chunks, presumably to avoid large amount checks that could have stopped the scam at source.

Since then I have spent an enormous amount of time writing, emailing etc with no response whatsoever from Europcar (France or UK), nothing useful from Holiday Autos either. But just in time my credit card company (Nationwide, who give excellent exchange rates on overseas purchases) have come up trumps and put the scam amounts into dispute status so at least they won't hit my bank account on Monday.

My guess is that Europcar puts intolerable pressure on its employees to meet short term targets whatever the long term cost in terms of customers outraged by their behavior. It's not just that I would never use Europcar again - I'm so annoyed by their scam that I want to warn as many other people as I can too.

Incidentally we did pay Holiday Autos a modest sum for a damage excess waiver - but their terms say they can only reimburse a damage excess charge if there is a damage report. How could there be a damage report when the Europcar inspector agreed there was no damage and nothing to sign?

The previous time we rented a car in France I chose Sixt, from Montpellier airport. We had the same car, a Ford CMAX, as from Europcar but none of the nasty aftershocks.

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Update by EBaker
Jul 10, 2008 10:28 am EDT

An update to my review. With persistence they gave in in the end. First Europcar France reduced the hit from GBP1000 to 200 then Europcar UK gave us a full refund. Apart from online reviews the real trigger was The Guardian newspaper's consumer champion forwarding my account to Europcar UK. Holiday Autos, who I paid for the car hire, were useless and failed to make any substantive response after five weeks. But in the end I've lost nothing but a lot of time over this scam.

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footmail51
Oxford, GB
Oct 11, 2010 5:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

The same thing just happened to me. I normally rent with Hertz. This time, I flew with Easyjet so booked with their 'preferred partner' Europcar. A very big mistake. I rented a compact car at Glasgow Airport, returned it to the same place on Sunday evening, with not a single scratch on it. Today I received an invoice detailing a 'damage surcharge' of 65.00 GBP! But there was absolutely no damage to the car. As with other renters, there was nobody to check the car when I returned it - though it was supposed to be open until 7pm. It wasn't. I will ask the credit card company not to pay it.

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Europcar International contacts

Phone numbers

+43 1866 1633 +32 2348 9212 More phone numbers

Website

www.europcar.com

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