Europcar — charging almost double for rental we didn't ask for
We booked a rental car though www.rentalcars.com in November 2016 for our holiday end of Dec 2016 in Ireland. We paid AED3001.06 which was for a Toyota Avensis and included full protection. When we arrived in Dublin on 20 Dec 2016, Europcar told us they they don't have this car for us, but can give us a Hyundai ix35, and will actually be cheaper than the Toyota we booked.
The lady from Europcar asked for our credit card, and we asked her why, as we already paid for the car. She then proceeded to tell us that that is only a holding amount, and the card will now actually be charged . Returning back from our holiday in January, we started to consolidate our expenses etc, and saw that the "holding" amount was not reversed, and Europcar has in fact charged us for an upgrade, and again full cover for the newly booked car.
Not only have we now paid more for a car we didn't want, as we were told we are getting a cheaper car, but paid full insurance cover twice. We have emailed rentalcars.com and europcar.ie, and rentalcars being a third party, says they cannot get involved with the dispute. The reply we got back from Europcar was very unprofessional and sarcastic. They didn't even read the email properly, as their comments clearly point this out.
Nowhere in this whole process did we asked for an upgrade and agreed to pay for a more expensive car, when we were informed we are getting a different car and it will cost cheaper. Doesn't this mean that we should have been refunded, instead of being billed more. Also, what is going to happen to the full protection cover that was charged twice. This seems to be a regular stunt Europcar is pulling with its customers, as I saw a few similar cases on tripadvisor and yelp.
Europe Car rental agreement nr: 872037 Reference: [protected]
Email response we received back from Europcar
Thank you for your email,
I have had a look at your rental and I can see that when you arrived you purchased the full cover which is the premium car cover and an upgrade, when you purchase the full cover the excess amount of €1800 is automatically reduced to 0. Therefore there is no longer any need for a hold on your credit card.
The agent would not add on any extras to the booking unless it was agreed to. That is why we print off a copy of your rental agreement, highlight beside all of the charges and the fact that you have a 0 excess and then get you to sign beside each one individually to avoid any confusion. Once you sign the rental agreement you are agreeing to take responsibility for the payment of those services. As a consumer you need to know your rights and responsibilities and one of your responsibilities is to read through the rental agreement carefully before signing it. If you did not read through the rental agreement before signing it, it is not our problem as we provided the correct paperwork and highlighted each charge to you before you signed it and agreed to anything.
You had the car on hire from ourselves for 11 days, if at any stage during the rental you did not want to pay for the upgrade you could have come back into the nearest branch to you and we would have put you into the smaller car that you had originally booked in for, but you did not and the rental has been closed now for 12 days, therefore there is no refund due.
Please find attached a copy of your signed rental agreement for your perusal.
Europcar Ireland | CSR - Contact Centre
Office: +[protected] | Fax: +[protected] | Extn: 1051 | Europcar.ie
35 Northwood Court, Northwood Business Park, Santry, Dublin 9.
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