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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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Newest Europcar International reviews & complaints

ComplaintsBoard
T
4:51 am EDT

Europcar International overcharge

I rented a car at Paris CDG Airport from Indonesia from 15/05/08 till 31/05/08. The confirmation came 2 days later at "approximately" Euros 515. Rental Agreement [protected]. When I returned the car and the GPS nobody checked it. It was in perfect condition anyway. The attendant asked me to sign a receipt where the estimate payable shows Estimate payable Euros 525, 77. I asked if this was the amount my account would be debited and he answered YES.

I am very surprised to receive the bill 2 weeks later showing an amount of 973, 65. It shows a Charge of Special equipment replacement (GPS I believe) of Euros 334, 44. I totally disagree about this and ask a review of the bill as it was at the reservation. I am looking forward to your advise.

Regards,
Thierry Gasnier.

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Jayasingam
, MY
Nov 18, 2009 7:21 am EST

My name is Jayasingam. I rented a car in UK from Europcar through easycar. I didn't even rent the GPS. And they overharged me 50 pounds for 'special equi repl'. I have complained and await their response

ComplaintsBoard
A
3:23 pm EST

Europcar International fraud and rip off!

Having booked through Travelocity, we picked up our rental car from Copenhagen and dropped it off at Frankfurt airport 3 days later. Europcar helped themselves to 2 extra days rental fee and insurance charges, which amounted to nearly $400 U.S. They sent us an invoice claiming that we had returned the car 2 days after we flew out of Europe! We tried to resolve through Travelocity first and then American Express, and to our disappointment, neither company seemed to try too hard when faced with Europcar stonewalling with explanations that didn't even add up. I don't understand how a company like this could be Europe's largest rental car company. Do not use Europcar and if you use an intermediary insist that they do not use Europcar.

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kr1s2468
Stoke-on-Trent, GB
Apr 25, 2016 5:40 am EDT
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I hired a car in march for three days while my car was been fixed. my friend who paid the deposit and fuel charge has been charged £15 twice and £57 for fuel.Europcar has told me that there was 4 litres of petrol missing which is a big lie because I filled the carto the brim before they collected the car from the garage.
I'm not very happy about this and I'm determind to fight them for every penny.
SUCH A RIP OFF AND A SCAM THEY SHOULD BE SHUT DOWN

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kevin
,
Dec 28, 2007 12:00 am EST

This mob rip you of once you return to the UK and dip into your credit card, the bank can't or won't do a thing so don't bank with the ABBEY.

www.europcarconned.me.uk/

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Deb Chatt
HULL, GB
Mar 20, 2015 5:23 pm EDT
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I am in total sympathy with this, i too am being charged for damages I did Not do on the hire car they supplied.. they are Crooks!

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Spain Europcar
Merced, US
Oct 15, 2010 4:41 pm EDT

I rented a car from Europcar and now they charged me $844 for a one-day rental! They are claiming damages that most definitely do not exist. They gave me the run around (e.g., after calling from place to place, they gave me a number that did not exist), so I decided to fight it through American Express. Europcar sent "proof" of damages to American Express: a repairs order that does not match the price of the damages claimed. Furthermore, this order is dated a month and a half after I rented the car...and after I started questioning the charges! The repair order is for tire damage. What exactly constitutes tire damage?! None of this makes sense and American Express is not doing anything about it. I've pointed out to them the dates and price discrepancies and in the end this is what they told me: I must prove that I did NOT damage the car, rather than Europcar proving that I did damage it. This is absurd...and not possible! I cancelled my American Express account after months of arguing and finally hearing this. But now I still have this charge sitting there and I don't know what to do about it. I wanted to report them to the Better Business Bureau, but American Express is not listed as an accredited business under it. Now what?

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Clones
Darwin Metro Area, AU
Sep 20, 2010 9:42 pm EDT

Rented a 4x4 from them in darwin a month ago, the radiator went on our way home and they are charging us over $2300 dollars for fixing it and getting towed home even though we had max insurance. They claim that we broke the rental agreement and said that we took the car in an un-authorized area when they never told us where it could or couldnt go. The manager hasnt even had the decency to call us and the woman in complaints office told us they was nothing they could do. They have gotten back to any of my emails since then.

Is there any help/advice anyone can give us. They are just completely stonewalling us and we are broke now because of it!

Any help would be greatly appreciated, riddler_11@hotmail.com, cheers

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max
Caversham, GB
Mar 04, 2009 6:00 pm EST

EUROPCAR are the biggest crooks going about .. hired car from malaga airport spain, drove to hotel 15 KM away, the cluth burnt out ---
got replacement car - guess what got charged 820 euros for the clutch... only did 15 km for god sake -- said it was negligence - i call it wear and tear from previous hirer ...

NEVER EVER USE EUROPCAR

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uhh chjcjis
,
Aug 04, 2008 1:35 pm EDT

I had a horrible experience with EUROPCAR in Greece. I asked for an automatic and got a standard that was defective. They charged for the day they made us wait for a replacement to become available!
They were nasty too.

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Aniruddha Ghorpade
,
May 19, 2008 5:18 am EDT

I am renting car's from EuropCar since 3 years and almost every second week.The particular location wherein I rent from, has an employee of the company(Henz) who has created problems, So I made a complaint against the customer service about the specific problem about the car which was more related due to the employee negligence, which was done on purpose .Now the customer service, The manager(Saraha Broad) .instead of looking into my problem allege me of
1>having payment problems
2>credit fee problems
3>Damaging cars.
Which is totally irrelevant, and not true.

She canceled my next week booking without even informing me .I had a corporate membership, which she canceled without informing me.

If these were existing why did they not come before my complaint? If they are existign provide me with proof, not tampered proof.

I have written 3 to 4 email voice messages she did saying she is still holding to the initial decision in one email, I am asking did she look at the root cause she does not reply on the same. I have even emailed her saying I am going legal.
The whole of the company says she is the boss no one can do anything, viz other customer service people.
Once when I called her she said she shall call back but never did and during our conversation she made racial comments on to me.Once hearing my voice she dropped the call.
Diplomatically on email she replies no messages in email banks no letters from you etc.

I have already put complaints on the following

http://www.my3cents.com/showReview.cgi?id=37140&wrapper=

http://www.notgoodenough.org/viewtopic.php?p=298579#298579

ComplaintsBoard
P
12:00 am EST

Europcar International fraud and cheating!

Having taken our credit card details, Europcar helped themselves to an extra days rental fee. They sent us an invoice claiming that we had collected the car whilst still flying over Belgium and returned the car more than a day late when we'd been home for nearly a day! Europcar are stonewalling and lying to our Credit Card company who don't seem to be trying too hard for us. Having scoured the internet it seems that kind of practice is widespread within Europcar. It is probably even in their business plan!

Do not use Europcar and if you use an intermediary insist that they do not use Europcar.

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Jason
,
Aug 11, 2008 3:33 am EDT

I have rented a car from europcar Austria and I must say that their service was horrible regarding recommendations.I was not aware as I live on a small island, Malta Europe, to keep the car in low gears when coming down a mountain and due to this my rented car broke down.If only they could have told me how to handle the car in these circumstances I wouldn't have caused this breakdown.When returning the car I wasn't charged anything, other than the fuel of the car which was held at their office to service it as they have given me a replacement.I am really angry as I had to pay €900 for this break down of which I don't have to get the full blame of it.It was their job to advise us before hand.When calling the tow truck guy to came over to see the damage, his first question was, how did I get down the mountain as this was very usual for him, being called for this breakdown by tourists.I will deal with another car rental company if this charge is not reversed.

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mairead murray
,
Feb 04, 2008 8:13 am EST

I too have experienced problems with Europcar. After taking out extra insurance we were invoiced for $600.00 but they actually took out from my visa $803.00. They refuse to send me details on the insurance, but keep telling me I was not covered. Our rental car was parked outside our hotel and tropical rain/cyclone moved in and it became wet on the back floor. It took me 3 weeks and 15 emails to their Brisbane office to find out how they actually brok the bill down. To wash the outside of the car $85.00, to remove the carpet and dry $503.00, yet my insurance didn't slot in, and no explanation as to why not. Their customer service Manager sent their Regional Manager an email quoting "The nerve of her" meaning me, for actually questioning the bill. These people have been extremely rude, and very careful not to give too much information out. I agree it seems to be their policy to over charge and they are disgusted if you question them. I will never deal with this firm again.

ComplaintsBoard
V
12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Europcar International unfair damage charge

Europcar
www.europcar.com

Europcar (Guerin Lda) - Lisbon Airport charged me $1900.00 for damage to hire vehicle, see following detailed letter to them:

I write with regard to the above contract and the monies that your company have seen fit to charge me for damage to the air conditioning of the vehicle.

At 17:25 on Saturday 20th May I collected a Nissan Pathfinder (Group R) from your Lisbon Airport office and drove to my villa at Quinta da Beloura near Sintra along with three other members of my family.

On Monday 22nd May the weather became warmer and we realized that the air conditioning was not working. The following day (Tuesday) the car was returned to your offices in Cascais where your representative confirmed that it was defective.

Unfortunately your office in Lisbon were unable to deliver a replacement Nissan and I had to loose a half day of my holiday driving to Lisbon to exchange the vehicle.

On returning to Lisbon Airport on 30th May I was told that I am to be charged a total of 2600 Euros for the repair to the air conditioning of the first vehicle. This charge is totally unacceptable as I did not cause the damage.

I would ask for your consideration of the following points:

1.. The fault was reported to your nearest office as soon as we realized that the air conditioning was defective.

2.. During the time that we had the car we drove a total of 239 km, 70 km of which was driving to and from your offices in Cascais and Lisbon. The car was only used on good roads and was never taken off-road.

3.. Your representative at Lisbon Airport informed me that there was considerable damage to the underside of the vehicle causing the air conditioning to fail. He also stated that this was due to the car being used off road. The contract that I have shows the car to have considerable damage to the body prior to my hire. It states damage to right front mud guard, right front door, left front mud guard, left rear door, left rear mud guard and aerial. There were also a number of large scratches to the paintwork along the length of the car on both sides. All of this shows the car to have been damaged / driven off road prior to my hire.

4.. No additional damage other than that already described was reported by your office when the car was returned to show that I had treated the vehicle poorly.

5.. Your records will show that I have previously hired large four-wheel drive vehicles from Guerin Lda without incident. The reason for doing so is due to the increased comfort and luggage space as opposed to the vehicles four-wheel drive abilities. On this occasion the combined age of my party of four was in excess of 200 years, therefore off-road driving was of no interest.

At all times I have acted in good faith and honesty regarding the initial reporting of the defect and my time taken to return the car to your Lisbon offices. It is ironic that had I not acted with such honesty the defect would not have been detected until the vehicle re-hired and I would now not be in such a position.

Considering the above facts I would ask that these charges be withdrawn and that my credit card be credited with the total amount charged.

The money was refunded but only I had identified and written to a number of Directors of the company and posted internet complaints with several newspapers.

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Mazzy Meng
, US
Nov 12, 2018 5:05 am EST

I was hit by one of Europcar customer and I called Europcar thousands of time to get back my claim, but it always can not be connected through and they've been always pushing away the reponsibilty!

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A Mehta
, US
Oct 16, 2018 5:07 am EDT

Hi,

This is Anurag Mehta and I was charged 28 Euros extra for refueling and fuel charges after I returned the vehicle with a FULL tank of gas.

Please reach out to me at your earliest convenience. Attached is the receipt for my rental.

Thanks,
Anurag

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Pauljdavis
, AU
Sep 02, 2018 6:55 am EDT

Worst car rental experience ever!

Would never use or recommend Europcar to anyone. To anyone reading this, DO NOT GIVE EUROPCAR YOUR CREDIT CARD DETAILS. My credit card has been charged 7 times. I only rented 2 cars. Administration is a shambles. Terrible company to deal with. Never again!

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Vacheh
, US
Aug 28, 2018 3:12 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi I rented a Mercedes Vito on August 10 and was inspected and found that the rear door was broken and glass was replaced the old Glass all over the back seat from a previous incident cut my self cleaning is this how you give cars to your customers I had to vaccum the car so it would not cut the kids and other passenger I would like a refund

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ubirajara santos
, BR
Aug 20, 2018 7:16 pm EDT
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Dear manager,

I've been paciently awayting for your support and help.
I do apreciate any fair answer. Pleas sen to email ubz@ig.com.br
sincerely,
santos, ubirajara

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Danron
, IL
Aug 15, 2018 3:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hello

I rented a car from Europcar rental in CDG airport in Paris France
reference number FR [protected].
after checking my credit card report i saw that I was doubled charged.
I can reach them by phone and have not managed to get an email...

ComplaintsBoard
D
12:00 am EDT

Europcar International fraud and cheating!

My wife and son went to Ireland on vacation, she booked a car rental with EUROPCAR through the ORBITZ website. When it was booked it stated that CDW (Collision Damage Waiver) was included in the price. When she got there to pick up the car they said that the CDW was not included and she could not get a car without it. So they canceled her reservation and made another for her at a substantially higher rate. She did not print out the sheet that had about the CDW being included so she was stuck, either get the car or walk. So she had to pay the much higher rate. I contacted ORBITZ about this and they verified that it does indeed say that the CDW is included and EUROPCAR should have honored the reservation. I have contacted EUROPCAR multiple times, via email and telephone, and have yet to get a response. Also towards the end of my wife's trip she stopped at a service station and the worker there noticed her tire was low, upon further inspection he noticed that you could see the steel belts in the tire and told her that it was illegal for them to rent her a car with tires in that condition.

As stated above the initial reservation stated it included CDW, ORBITZ states that it includes CDW, my wife in a foreign country was taken advantage of by this car rental company. Plus the fact that they gave her a car that was not safe.

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Faaz Khan1
, US
Nov 19, 2023 7:44 pm EST
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i hired a car in dubai with your company and was told they need a police damage report for any small damage in the car. when i got a police report for a small damage which was actually fixed the company refused to pay for the report and it took 2 months to actually get back with no resolution.

avoid at all cost

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lidiamarc
Bucuresti, RO
Aug 20, 2023 1:55 pm EDT

hi

i returned the car on 1st August, the deposit was not refunded , car was perfect . no one is answering since then, phone doesn t work, and emails do not get any reply!

[protected] # of the contract

lidia16@rocketmail.com

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Gary Monahan
, US
May 29, 2023 4:51 pm EDT
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Rented car in Costa Rica [protected] thru [protected]

paid 1312.74 for rental and ins Plus $500.00 deposit

i did not receive DEPOSIT OF $500.00 BACK ?

Contract # 19-A33379

Gary Monahan

[protected]

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atlassi
, FR
Nov 30, 2019 11:17 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Europcar International — agence de location fermée à mon arrivée

Hello,
Please, I would like you to ERASE my complaint on internet.
It contains my personal informations. It hurts me.
So, please erase it as soon as you can.
advance thank you.
Best regards

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Dan Spe
, US
Aug 30, 2019 3:05 pm EDT

Europcar has been a NIGHTMARE car rental service! DO NOT USE!

We used Europcar in Norway to drive from Oslo to Bergen August 7-14. After charging extra for our flight being delayed and needing after hours service, the employee refused to come check our car for damage at 1 am when we picked it up. We were so careful and took pictures of the car before / after using it and not a single mark was made. Then, out of nowhere, we were charged a 355 NOK administrative fee for tolls that we were never told about. We were also charged almost 7500 NOK for a scratch on one of the wheel's rims!

We emailed them and called many times but never received more information. Finally, they sent us a picture of the tire with the tiniest mark. A professional told us this is likely a mark from changing a tire. We suspect Europcar is scamming us and trying to charge for damage they inflicted. They are not communicating at all and resolving the issue. They simply sent us a notice that the credit card on file will be charged.

This company is FRAUDULENT and horrible! Do not use for you own sake. Even if the prices seem cheap now, you will incur SO SO many fees. We are so upset and still trying to contact them to resolve the issue - almost three weeks later and no luck!

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adam52417
, GB
Oct 03, 2018 7:11 pm EDT

europcar Manchester airport united kingdom that is the last place you want to hire a vehicle one of the worst dishonest staff so rude and abusive just hard to believe these guys would go this far is is beyond joke rip off merchants take your money and will never provide you service please dont use these people europcar there are bunch of cowboys with no respect or manners

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pogojoe
, HK
Jun 23, 2017 1:30 am EDT

Booked a Peugeot station wagon at Venice airport. Get there they said no Peugeot so they give us a Seat station wagon. We had checked before booking and found the Peugeot to have enough space for our luggage. The Seat they offered us could not fit our luggage. I ask for the VW station wagon and they said it was booked. Well so was my Peugeot, no?

Only thing they had was a Mercedes so they ended up forcing us to upgrade at our expense.

Return the car in Rome. They said there was a scratch on the bumper. I rub it out. Just a scrape where the other car left some paint on it. [Never park your car in one of those underground garage with car jockeys moving them about!]. The Europcar agent said that is still considered collision damage. I said that's barely a scratch. He said, and I quote, "Sir, it's a Mercedes so we must charge you."

So they forced me to upgrade, pay more for the upgrade, then because of this upgraded car, inferring that they might have let it go if it was on a car like say a Peugeot instead, they must charge me collision damage penalty.

Unbelieveable.

Complain to Europcar through FB. They contact me on messanger. As me for my contract and some details after 2 days. A day later they tell me if I want to complain then send an email to customer service. I notice that they put the cost through on my credit card the same day they got me to provide them with my contract details. I think they just asked me for my details so they could expedite processing payment!

Never again will I use Europcar.

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lmp3
Mansfield, GB
Sep 17, 2011 5:27 pm EDT

My husband and I forgot to retrieve our sat. nav. from the glove compartment on returning our Harlequin (part of Europcar) rental car to Guernsey airport. We also left a large umbrella in the boot, which we decided to leave as too big to take on the plane. We remembered the sat.nav when almost home and immediately phoned Europcar to ask if they could please post it to us, or alternatively we could arrange for it to be collected from Guernsey airport. We were informed the car had been valeted already and nothing had been reported as being left in the car! We then asked if anything had been found in the boot and were informed there had been nothing found there either. We said we had left an umbrella, the man asked for a description! He suggested alternate places we could have left it, which we felt was fair enough. However we knew, without a shadow of doubt, we had popped in the glove compartment the previous night - it was the only time we had tried it out on the island! The man from Eurocar asked for a description of the umbrella which we gave! and said he would check with the valeters the following day. As we didn't hear anything further we contacted Europcar again for feedback. We were then informed the car had been cleaned by three valeters and yes, an umbrella had been found but not the satnav!
The man from Europcar then suggested he could speak to the Managing Director to ask if a letter about the satnav going missing could be produced for insurance purposes. We agreed to this, although we don't really expect this to be a valid option, either from Europcar's view or our insurance company! Needless to say we have heard nothing further from Europcar! Hopefully our experience will serve as a reminder to others to check valuables are not left in any Europcar rental!

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TheHungryCaterpillar
, US
Oct 30, 2016 12:04 pm EDT

Hello
I had a similar problem with Europcar, being charged over £700 for scratches on the roof of the car. I was advised by a solicitor to contact ECRS The ECRCS handles cross-border car rental complaints occurring in Europe:-ecrcs@ecrcs.eu with evidence disputing the claim and they dealt with it on my behalf. The outcome was in my favour.

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Antwerpen
, US
Sep 11, 2016 2:40 pm EDT

STAY AWAY FOR EUROPCAR! This is the 3rd time I rented a car in 3 weeks, every Friday I need to rent a car. First 2 experiences were fine, the only negative point was the waiting time for pick up and the not-so friendly guy at the counter. The first time I waited 10min as there was a queue. Fine, understand Fri evenings are busy. Second time, I waited more than 30min, there was also a queue, but staff was working so slow with bad attitude, didn't acknowledge us at all. Anyway, it was fine. Car we got was clean and we had no problem.
Last Fri, as usual I arrived to pick up the car, this time I arrived 5min later knowing I always got serve much later. When I arrived at 17:05, shop door was locked and staff did not let me in and said they are closed already and I was too late?! Excuse me, I apologise I was 5min late, it's my fault. However all the staffs were still inside the shop. By now, the staff already recognised me that I come every Friday! Finally, they let me in after lots of bad attitude to me (as a customer, I was already very angry by how rude I was being treated) The staff was even telling me that he had to catch his train too! (I don't care!) I have never seen such poor customer service! I was in shocked. The guy did my contract signing quickly, did not explain anything (fine, I was familiar with it by now).
When I was about to sign the document, I realised 35euro were added on the bill. I asked him and he said yes because you are late! He did not even explain that to me in advance and just printed out and demand for my signature! I was renting a 70euro car and got charged extra 35 euro because I was 5min late! Ridiculous! At that point I was so angry that I did not want to talk to him anymore! Fine, I signed, took the car key and decided that it will for sure be the LAST TIME I'm using Europcar! Unbelievable how rude the staff were. This is only the beginning of the nightmare.
I went to the car park quickly to get the car, I needed to arrive at my appointment at 18:00. At the car park, I found the car easily. I pressed the unlock button on the car remote, no reaction. It seems like the battery of the remote is gone. I went over to the car but realised that the car was UNLOCKED? It means the car was left unlocked before I arrive. I looked at the contract and noticed that the car had only done 1243km, almost brand new?! How can it happen that the battery on the remote is gone already?
Then I tried to start the car, but I could not turn the key and therefore could not start the car! At that time the station store was closed already. So I called up Road assistant, but was told the engineer will come in 1 hour time, I could not wait that long as I had to go to my appointment at 18:00. Finally, I went by taxi, finished the appointment and came back to wait for the engineer. He found out the battery in the car has died. He is guessing the person who rented it before me forgot to turn off the light and so the battery is completely empty. Then engineer said to me I cannot turn off the engine now, and that I have to drive the car now for around 30min (!) WHAT? It was already past 9pm! I had no choice but to drive around the city for 30min! Otherwise the car would not start up in the morning! After 30min driving around the city, wasted my time and petrol that I had to pay. I parked the car and decided to have a look around the car. I opened up the petrol flap, and the petrol tank cap just fell out! OH MY LORD, the lid was not secure and was lose all those time I was driving! I was getting so stress already because of so many issues with this car!

I returned the car last night, I didn't receive the invoice yet! I'm hoping they will not charge me extra because of any damage that they probably will find and blame it on me! STAY AWAY for this company!

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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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