Europcar International
Reviews and Complaints

After reading through various reviews from different platforms, it's clear that Europcar has received a mix of positive and negative feedback. Some customers have praised the customer service and vehicle quality, while others have expressed dissatisfaction with hidden charges, poor communication, and issues with insurance. It seems like the experience with Europcar can vary greatly depending on the location and individual circumstances. Potential customers should consider these factors before making a decision to rent from Europcar.

My wife made a reservation to pick -up a vehicle in Frankfurt (via CarRental8.com for a Europcar vehicle) from 3/5 to 3/28 and paid $900 for it. The reason for her stay in Germany is to visit father her dying father. Unfortunately, she made a mistake when she booked the reservation and scheduled the pick-up on 3/5; however, she did not arrive in Frankfurt until this morning (3/6) (her flight left the US on 3/5 but didn't arrive in Frankfurt until 3/6). When she got to the Europcar counter at the airport, she was told that the car she had rented had already been rented out to someone else. The only option Europcar gave her was to pay an additional $1.000 euros for an upgrade (for an economy car).

This situation doesn’t make any sense though. How can it be possible that she’s being charged for 3 weeks of rental (by Car Rental 8) for a car she is not getting? I understand that she made an unintentional mistake and booked the wrong pick-up date; however, that shouldn’t prevent Car Rental 8 and/or Europcar from producing the original vehicle within a 3 -week period. We even checked the Europcar website and found a cheaper option but Europcar (Frankfurt location) made a BUSINESS decision and refused to let her switch to a less expensive vehicle. This is a large corporation choosing not to do the right thing and taking advantage of customers in need (classy)!.

I would give them mother-fu***s a zero rating but unfortunately that is not an option.

Case Information:

First Name: Heriberto

Last Name: Salas

Email: [protected]@gmail.com

Country of Residence: US

Invoice:[protected]

Pickup country:

Pick-up Station:

Pick-up Date:

Comments: I rented through booking.com a Car with Europcar confirmation [protected] in Lisbon from May 6-11. I was charged by booking Euro 496.56. Also, Europcar charged for the rental Euro 555.04. I was told that I'll get a refund. Still as of today no refund has been received and both charges are in my credit card.

Heriberto Salas

[protected]

I rented a vehicle from Europcar did not even get the one I booked, I had to inflate the Tyre every day until the 4th day I decided to change to the spare wheel Tyre.

When I returned the vehicle I told them this, I was told my refund of 15k will be paid between 7 and 10 working days.

Today I call I am told there is a claim process for the Tyre I have to wait 21 days, how I regret to be honest, I should have never told them about at slow puncture.

Should I have decided to fix it myself it would have cost me R70 at the local garage.

I should have listened to all the bad reviews of europcar online and not use them, the are really the most dishonest car rental scam company

On August 31st 2023 - after flying from Canada we presented our QEEQ prepaid voucher for 3 weeks rental with Third Party Liability only, at the Oxford branch of Europcar, together with a letter of proof of insurance from our insurance company. They told us that the voucher was invalid and there was no car for us.

QEEQ eventually admitted they had made a mistake and talked to the manager at Europcar by phone to resolve the problem.

We were told that everything was good and agreed between QEEQ and Europcar. A new contract was presented to us, at nearly twice the original price and containing additional insurance products that we did not want or need. We questioned these line items and were told (it was lies) because we were non resident in the UK these were the minimum set of protection items required by law. We were then basically coerced into signing with the threat of no car unless we did.

Jet-lagged, stressed and worried about our vacation schedule we signed the new contract.

We seek unjust withheld payment refunded.

We reserved and prepaid a rental car. On arrival upgrade had been prepared since reserved vehicle was unavailable.

We accepted including request to pay slightly higher warranty payment. On return of car Europcar charged full upgrade extra's never requested nor asked. Terms or reference is clear that if Europcar is unable to provide reserved car they shall provide upgrade free of charge.

Ref.. Guaranteed reservation Policy

Dear Sir/Madam,

My case is as follows:

I presented to the Europcar rep at MXP AP in Milan on the 28th of Sept at 10:00 am and was denied service despite providing my attached valid driver's license which contains all my details in English. (Exhibit 2.1 attached) where I was informed that I had to provide an International Driver's license as well as my Jordanian driver's license. I tried to explain that this was not a requirement by Europcar or any other car rental agency as my license is valid and contains all my details in English characters ( Please see the attached Exhibits 1.1, 1.2, 1.3 and 1.4 with my friend REDA's details who presented to the same Europcar desk at MXP AP and used an identical Jordanian driver's license that was honored and accepted without the need for an International Drivers license)

To this end I am requesting a refund of the amount I was charged ($207) Exhibit 2.2)

Kindly for your assistance on this matter

BR

Amin Awwad

5 Person family arrived at 10 o'klock at 19th King david street in jerusalem. Long queue. waited 3/4 quaters of an houre. The they told us, that the in advanced booked car (exclusive equipement vw transporter, booked with extra expenses!) was not here. In the end 2 pm to small care was offered, not suitable for 5 cases. Then waite again 1h for Toyota Proace, not very confortable (sliding door not closing properly), we finaally took (because of stress of the staff car not properly cleanded!). After short ride returned after 1 h (traffic jam) because to little air in one tyre. We missed the whole day programm and advanced booked excursion!

We are not happy with your service. We ask for partial reinburrsement.

Sincerely Dr. Martin Geyer, Switzerland.

The issue that I have experienced was: I prepaid(208.4 euro) via CarJet for rental from Frankfurt airport on 30th of August and dropped off in Luxembourg airport on 1st of September. the mileage limited for 600km. Everything was fine with car.

Then, few days later, Europa car charged extra 4321.02 euro. Based on invoice, I drove 10349km. so Europa said that extra mileges is 9749km. It dose not make any sense. It is completely wrong. I drove less than 600 km. How come I can drive more than 10349km. it is impossible. I drove from Frankfurt airport to Luxembourg which is about 250km. and I stayed in Luxembourg one night.

Also Europcar charged me for subcharges about Premium station surcharge. Based on contract, it is also included in my prepayment.

and I called 2 times last week to fix this issue. but they did not come back to me. and even they haven't sent the invoice. I visited in Europca in luxembourg airport to get invoice. It has to fix it.

RE Invoice [protected]

Car Rental in Nice Aero port France

02.09.2023

My car rental agreement was altered by your Europcar employee even after I specifically, in answer to his particular question about it at his desk, informed him that I did not want the (huge) expense of this insurance. It was NOT ordered online & it was NOT agreed to at the time of checking in.

The employee himself deceptively changed the contract to include this cost without my knowledge & without informing me.

Insurance relates to 'Roadside Assistance' Euros 84 & 'Premium Protection Package' Euros 406.06. Together this is an overcharge of Euros 490.06 a very large sum.

This deception by your employee is Fraud.

The company stole €45 from my bank account without any notification to me on the 28/07/2023, six weeks after the hire terminated. When I queried this I received a bill dated 29/07/2023 the day after they stole my money, informing me that it was for administration to send my personal details to the French authorities regarding a traffic violation. Up to date I haven’t received any notification of a violation.

I then sent another message requesting why the money was stolen on the 28th but the bill was dated the 29th and why they still had my bank details 6 weeks after the hire finished. They have ignored my message even though I have resent several times. I then sent a message to the CEO Peter Gower regarding this issue, I received the same reply with the bill attached, I then sent the second message but have been ignored.

Customer service is practically none existence.

I have rented a car from their Munich office on Jun 18th and returned the car on Jun19th. They charged me 31.10euros online as pre-payment for booking on Jun 6th. And also I paid 210.92 euros in their Munich office. On my invoice from europcar, I see I am charged 97.46 euros.

In summary, I need to receive a refund as all transactions are completed but since last month, I have made several phone calls, sent many e-mails about this issue and despite their promises to resolve this issue, nobody ever reached me yet! Such a poor company!

I recently rented a car from Europcar online, while booking the car, I specifically requested basic insurance, not premium insurance and paid the fee for the car.

When I turned up on the day, the agent behind the desk did not speak English and would not provide the form in English. I told him that I did not want the premium insurance (It showed premium on the bill) and in the ensuing broken conversation, with me repeatedly reiterating that I did not want the premium insurance, he implied that this was just a deposit.

As such, I signed the contract and retreived the car, only to be told afterwards that this was non-refundable as it was actually the premium insurance, which I had specifically not booked and repeatedly told the agent I did not want.

They used a language barrior and basically lied to get me to sign the document for this, so I am opening a complaint here and will also be opening a small claims case in relation to this.

I rented a car on 07/06/2023 returning it 14/06/2023 to Basel airport on the french side.

6 weeks later on 28/07/2023 Europcar took 45 euros from my bank account without any notification, and when I queried the transaction I received an email message with a factura attached dated 29/07/2023 for 45 euros stating ¨Contraventions Allemandes¨ .

I have requested repeatedly by email to explain this issue without any response from Europcar. I want an explanation of the alleged contravention.

This message is a complaint about the terrible service of your agency. EUROPCAR

CARRETERA CANCUN CHETUMAL KM 22 INT. COL. CIUDAD DE CANCUN, QR​.

On the 20-07-2023, I​`ve rented a car at ​this agency​..

In addition to other situations, I will describe only the most relevant ones.When I was taking pictures of the car I was informed by the employee that I didn't need to take pictures because he was taking pictures and that ​he would send them to my email address, namely the amount of fuel​, which never happened​.

When delivering the vehicle I was informed that when I picked up the car the amount of fuel was greater than the actual amount and that if I had no way of proving it I would have to pay the difference, as the employee had told me that it was not necessary to take pictures, they thought that I had no way of proving the amount, fortunately my daughter had taken a photo of the fuel gauge. The dishonesty and clear intention of fraud of both employees of this agency are perceived.

After closing the contract, I was informed by the employee who never identified himself that it would be sent to me by email, which never happened.I was also informed that the deposit in the amount of US$1500 was canceled by Europcar and that it would be returned by my bank this Monday, I have already contacted my bank and they have no order to cancel the respective deposit, I would like to know if I am being scammed by Europcar Mexico?

I would like to inform you that I am a TAP Air Portugal crew member, therefore I travel a lot around the world, I usually always rent cars at Europcar and nothing like this has ever happened to me, I have already informed the TAP Air Portugal office to inform all the crew members of mine and other airlines to NEVER rent cars at this agency again, due to the high risk of fraud.If I don't have the deposit returned by tomorrow I will make a report to Europcar Headquarters, Portuguese Judiciary Police, Portuguese Embassy in Mexico​ andMexican Federal Police.

Given that the identification of both employee​s was denied to me, I inform the date and time of pick-up and return of the vehicle for identification of the employees.

Collection: ​20/0​7/2023 at 18:29.

Devolution:22-07-2023 at 12:00.

Kind Regards

Luis Silva lglemos.[protected]@gmail.com

I’m writing to formally lodge a complaint regarding my current experience.

I initially rented a car from the Blackburn station on 03/07/2023,

Contract No. [protected], from 03/07- 10/07

On 10/07, I called Blackburn station on [protected]:23am), to discuss about to best option to extend the booking, as I would need the car for another month until 10/08/2023. The Backburn advised me to call the reservation team to discuss about the best offer, because some special offer can be made for whole month rental, phone number of the reservation team provided [protected]).

As advised, I called [protected] on the same day (10/07/2013, 11:27am). I told the staff who answered my call that my plan changed, I would need to keep the car for another month till 10/08/2023, and looking for the best option and rate. The staff checked her system and advised that the best offer is AUD 1570. 55 with cover 3000, and I accepted the offer, we agreed the change over the phone. To my understanding, the extension of the rental agreement has been done over the phone. And after that I received a confirmation with the new term and price (AUD 1570.55, 11/07/2023- 10/08/2023). Seems everything was perfect. NO ONE ADVISED ME THAT I NEED TO DO ANYTHING ELSE.

However, on 15/07/2023, Blackburn station called me and asked why I did not return the car on 10/07/2023 and it’s now overdue, penalty rate would be charged because I didn’t return the car on time. I was shocked and told them I already discussed with the reservation team and we agreed that the term to be extended to 10/08/2023. Then Blackburn staff said they been never advised by the head office regarding the change. They advised me to have a chat with the reservation team and see what they can do now.

Fine, I then called [protected] on 15/07/2023 (11: 07 am), I complained about my experience and explained the confusion made to me. The staff advised me to return the car and pay the penalty rate for 11/07- 15/07, and she make a new booking for the rest of the days (15/07- 10/08), and the rate was much more expensive as this was a last minute booking.

Of course I was not happy with the “solution”, I did not do anything wrong, why should I pay more? I suggested to check the record and find out who made this mistake, and why the booking was not amended and see what they can do now to solve this issue. Then the staff told me to stay on hold for 2 mins and she will discuss with her supervisor. After listening music for a few mins, I was told that the supervisor was on another call and busy at the moment. I told the staff that, you may need check the records regarding this case and may take more time to solve the problem. Take your time and then provide a reasonable and fair solution to me, so we can hang up now and provide the solution to me later. I was promised to be informed.

Unfortunately, until now, no one called me back or tried to contact me from the head office.

Today, I received a call from the Blackburn station, and again asked me why I haven’t return the car yet, and after 10/07/2023, I have been charged on a penalty rate because I did not return on time! I need to return the car and close the deal ASAP, otherwise more expensive rate will be charged on me…AUD 326.81 then has been deducted from my credit card without my authority.

It's a long story and very poor experience. I think I have done the right thing and my demand is very simple:

AUD 580.03 for 03/07/2023- 10/07/2023,

AUD 1570.55 for 11/07/2023- 10/08/2023

The above is a formal complaint lodged from me, please do some investigation and kindly provide a solution to me asap.