Wisecars review: Car rental service

Wisecars misrepresented pickup availability and subsequently attributed fault to the customer despite contradictory written documentation.

Booking details and timeline
• Booking made via Wisecars (voucher received prior to pickup)
• Pickup date: 1 January
• Pickup location: [car rental location, city/airport]

The official Wisecars voucher explicitly stated that vehicle pickup was available until 23:00, with an agreed out-of-hours grace period from 23:00 to 23:59, subject to an additional onsite payment of €59.85 to the car supplier. I also received a reminder confirming this grace period and the required payment.
At no point did the voucher or reminder disclose reduced holiday hours.

Relying on this documentation, I traveled to the location accordingly and incurred €34 in taxi expenses. Upon arrival, I was informed that on 1 January the supplier closed at 21:00, with a grace period only until 22:00. This directly contradicted the voucher and reminder provided by Wisecars. As a result, the vehicle could not be collected.

Actions taken and outcome
Following the incident, Wisecars introduced explanations that conflicted with their own written documentation, failed to reconcile the discrepancy, and classified the booking as a “no-show,” refusing a refund. Responsibility was incorrectly shifted to me despite clear evidence of incorrect pickup information.

In an attempt to resolve the issue, I contacted Wisecars customer support the following day. Their “urgent support” line routed me through premium-rate phone numbers, resulting in charges exceeding €80. This was not clearly disclosed in advance.

Summary
• Incorrect pickup hours stated on voucher
• Grace period confirmed in writing first but then lied in emails
• Undisclosed holiday schedule change
• Additional taxi and phone costs incurred
• Refund denied

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