Europcar International
Reviews and Complaints

My insurance offered a courtesy car with europcar from 16 April to 16May. On pickup I told the agent that the car has many scratches and them not to accuse me on return. Agent said everything has been recorded. When returning the car another agent checked and said there are scratches not noted, I again told the agents that I will not sign for this since I pointed it out initially.
The company deducted petrol from my deposit and gave me back my refund accordingly.
Now 25 June I receive an email stating I must pay R5490 for a dent on the car. I called the rental company to inform that I'm being wrongfully charged and Freeman said I should've signed, but I cannot sign for a dent I found already on the car.
I am very angry and disappointed at the very poor service in Richards Bay. I will not pay for this dent and I regret using your rental company.
I will never ever recommend this company and you want to make quick money from your customers.
A dent on a picanto costs so much and you insist demanding money from me when I did not dent the car. All public channels need to know about this.

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.

I rented a car in uk from 30 may 2017 to 10jun 2017.
They charged my debit card straight away on the day I had the car as like a credit card they do not hold the money but take it from the account and refund later! (when)...
I gave back the car full of petrol.
I received an invoice and they charge me fuel... so I called them to ask for refund but instead they issued an other invoice less the petrol and took money from my account via the debit card without my authorization. then suddenly the same day, I received a third invoice as they forgot I rent it as a one way... and took again for the third time my money from my account via my debit card they had without my authorization again... now I have been debited three times, did not received any refunds yet and they said it take 5 to 10 days to refund, but of course... it took them only 1 day to take my money from my account in two transactions...
Never never again I will take europcar... I always take avis for the past 15 years and always been very happy and clear...

In july 8th I rented a car in faro (Portugal) with keddy (Europcar). When returning the vehicle they have found a theoretical damage on the windshield, were two tiny specks that look like dirt from the glass and claim that the glass is cracked, charging me then a value of approximately 500 euros! When I got the car I could never see these tiny little dots, and i'm sure that this theoretical damage did not happen during my tenancy, because nothing hit the glass. They are trying to get me more money. I am waiting for an answer from them and I hope they cancel this abusive charge, but here is the tip, do not rent a car with this rental. This has ruined my vacation and can ruin yours too!

The company do not charge exact amount to your credit card but block an additional amount against any damage to the card if it occurs.

My Car rental charge was 400 CHF and 560 CHF were blocked against my card. When I returned the car the fuel tank was more than half filled. They have charged me for 41 liters fues @ CHF 2.95 per liter, whereas
i) Fuel tank capacity of Audi A3 is 50 liters, so there cannot be more than 25 liters of fuel space in fuel tank. But they have charged for 41 liters.
ii) Price of diesel in Switzerland is not more than 1.5 CHF but they have charged at 2.95 CHF per liter which is double the charge.

Actual charges should have been maximum 25 liters x 1.5 CHF, which is 37.5 CHF, whereas they have charge 120 CHF. This is clear case of cheating with a customer who is resident of different country and cannot come back to fight with you for 83 CHF.

When ordered car rental on rentalcar.com. I specifically asked for automatic not manual. When picked up car it was manual. They said it would be $40 more a day.thought everything was clear but Nothing was clear with purchase. Felt like we were scammed and had no choice but to pay extra.
Would appreciated some compensation for our inconvenience. Way too expensive will not use online booking again.

Please Beware of this company. I rented a car for two days and on the way back to the Airport another car hit me from the back and damaged my rental car. I filed the police report ( a joke in Namibia) and Europcar windhoek general man sent a representative and to police station and obtained the other driver's information and the police (I paid Europcar rep $40 fee for police report . Eurocar general manager assured me on the phone that they will file a claim with the other driver. I week later My credit card was charged with three different charges for the damages. two of the charges were exactly the same. it turned out that windhoek Europcar charged my credit card for the accident and also their regional office in Johannesburg South Africa charged me for accident. I have been trying to contact them by phone and email for two month to at least credit me for one of the extra charges but they do not respond.

Hi

Following on a 13 day rental from Gatwick/London I received an invoice way above what I was expecting which included a VAT charge.

The invoice is number [protected]
My name is (Angela) Jane Gardner
The date of the invoice 22/03/2017
Reservation numberr [protected]
Contract number [protected]

When I made the reservation the charge was £119 and I ended up paying £416.52. I did pay £19.04 for damage excess per day, but this is still a lot more.

Date of Incident: 29 November 2016
Rental Agreement Number: 862736
Reference Number: [protected]
Case Numbers: [protected] and [protected]
Description of Incident: Reserved vehicle through Hotwire.com from Europcar for trip to Ireland from 29 November 2016 through 12 December 2016. For vehicle rental waiving purchase of Europcar insurance, I was advised I required a US issued World Mastercard, proof that the credit card on which the vehicle was reserved had relevant coverage for the Republic of Ireland, and the Letter of Insurance from the credit card had to be dated within one month of the vehicle pickup date. All of these criteria were met, and all of this was provided at the rental station on 29 November 2016; however, the Europcar representative refused to accept it and would not release the reserved vehicle until she charged us an additional $536.83 for Europcar's insurance coverage. Since 20 December 2016, I have been trying to resolve this situation through Europcar Customer Service; however, Europcar Ireland is falsely stating I did not have proof of insurance at the time of the vehicle pickup.
Desired Resolution: Reimbursement of $536.83

I am very disappointed about your service.
I have been working with your company for many years and I am your priviledge elit vip customer and I did not check and compare your prices with other companies because I am your loyal customer.
For the last reservation we lived very big problems, I called you call center and I made a reservation on the phone the lady told me 804 euro and all the conditions are we agreed on the phone I gave my credit card number 02 february 2017 at 6 pm in turkey time. And she took the deposit and everything was okey. (When you listen the phone calls you can hear) then when we get the confirmed reservation by e-mail we saw the cost is getting higher 834 euro.
I called many times to your call center. But nothing changed.
Also you did these types of mistakes many times.
İn your turkish agent told you they don’t find a authomatic car, but your system find authomatic car and when I called your call center, you found automatic car. We don’t understand how …
I am so dissappointed so I want to cancel everyting … I don’t trust any more to your company. I found better car, better conditions and better price with a very big price differences from other car company.
Also when I e-mailed to your customer service to ask or anything I got reply 5 or 6 hours later some times more time. This is very slowly service.

Also your usa collage company advantage also terrible. I wrote what a bad experience we have lived. We wrote you the important things to you to be better. Because I was your loyal customer.

But now you lost one of your previllidge elit customer… you made me vip customer, but you don't give me good service. What is the meaning of vip customer ?

My confirmation No: [protected]

First, The europcar's stuff made a mistake, gave me a wrong page for booking, which is [protected] .

Everything wrong on this paper . But when I was leave the airport, they changed it and make another authorize on my card .

I called them, They said gave me a wrong paper, and made it right .
Do not need I come back to the desk .

But when I return the car back .
Europcar took 3510 NOK from my bank, which should be 3110 NOK . This is not the worst .

The worst is
Europcar changed me 1677 USD for 5 Days rental for NOTHING WRONG .

what's going on ? 1677 US Dollar ?

Tromose airport . 5 days for 1677 USD ?

Weilin Yang .

Rented a car out of Toulouse Airport and returned at Metz location during business hours.The vehicle was returned with the full tank.Had a email correspondence with eurocar back and forth for a few months. Eurocar was unable to provide an explanation about after hours charges of 30.50 EUR and refueling charges of 15.60 EUR.My last email was sent before Christmas and I was patiently waiting for response from the company, but did not receive any answer to my questions .I was asking for refund to my credit card .Have used other rental car companies in Europe and never had the same issues of overcharging.The Eurocar company advertises itself for no hidden fees.In my case it proves otherwise. Regards Victor Vlassov. Email. [protected]@gmail.com

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

Dear Sir,

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.

Kind regards,
Doireann

Doireann Tormay
Europcar Ireland | CSR - Contact Centre
Office: +[protected] | Fax: +[protected] | Extn: 1051 | Europcar.ie
35 Northwood Court, Northwood Business Park, Santry, Dublin 9.
doireann.[protected]@europcar.ie

I rented a car group T at OR Tambo Aiport on the 20 December 2016 i returned the car on the 4th Janaury 2017, the employee spotted small scrath on which it was not caused by me, he instead me to sign the form, i explained to him he said they will investigate but for my suprise 30 minutes down the line i received the sms says please be aware that Europecar have generated a damage/Loss claim on RA [protected], FB79RFGP, Kindly investigate this matter before i got billed for something i don't know. My name is Meshack [protected]

ı have rented one of your cars md886fu.
14/09/2016 I parked on a private parking place with valid ticket in front of the swİng hotel.
You can see added photo.
That place spareted by the a lot of trees in front of the swİng hotel.

During the carring our suitcaeses one person put wrong parking ticket on the car.

ı do not want to pay that money.

Please help to me about this complaint.

Booked a car via their website for pick up at Zaventem Airport (Brussels, Belgium). I ordered the max protection for insurance.

I received a "guaranteed price" confirmation via email shortly afterwards.
However, the amount they charged my credit card was much higher than the guaranteed price. On the invoice they had charged me extra 3 days for "Rental of special equipment".
I had for sure not ordered (and neither recieved) any special equipment for the car, so I emailed Europcar for an explanation.

After several emails forth and back since December 10th, I still have not received any answer (Jan 01) on what the special equipment is. So for me this is a theft and I have reported the transaction as fraud to my bank.

I travel ca 200 days/night every year and I often rent a car on my destinations. I have never been exposed to behaviour like this before. I am going back to Brussels in January (not using Europcar for rental car this time of course). Then I will also visit the local Police station and report them there if possible.

I will never use europcar again, be very very careful dealing with them, they have a liar on board at heathrow. If your driver’s licence indicates you are an organ donor you will be offered a free upgrade. That is definitely not the case, we found out the hard way (£472.00) and you will be charged heaps by them. We were told a complete pack of lies and europcar only considers their approach to facts yet by the liars’ statements misrepresentaion has taken place.

Identification [protected]
reservation number [protected]

See Contract attached.
AS agreed I returned the car to the allocated parking with the keys at the nearby hotel, Strasbourg railway station.
I was informed that I will have to pay a surcharge of 30 euro.
However, to my surprise my credit card was charged 2x30 euro separately.
Thanks to credit back the 30 euro overcharged to my credit card.

regards,

Philippe Bartoli

On 8th of October I booked a car for 1 day (9th-10th of October) and paid €46.30 on their website. When I went there to pick up my car they asked me my credit card for the deposit. However I had only debit cards and also my parents' credit card. They told me it is not possible to use these cards and that's why I couldn't pick up the car. Then I asked for refund and they stated they will refund my money. After 2 days I checked my credit card receipt and noticed they charged me twice instead of refunding it. Then I went their place and asked for the refund again, they just gave me an email address and told that I should send an email about this situation. I sent and two days after this mail they refunded one of these 46 euros. I waited one more week and sent a new email again. But no one replied my request and for the last 1 and half month I have been waiting for this refund. When I visit them they just tell me there is nothing to do and ask me to wait one more week for the email. In conclusion, I rigorously suggest that do not rent a car from this company.

Reservation number: [protected]

22/23 August 2016
Hired a car from Europcar whilst in England for a funeral, unfortunately I had to cross the Dartford Crossing which I did not know there was a charge.
Not only was I fined by the MOT but Europcar charged an admin fee directly from my card twice for the same incident.
I cannot contact them about this at all
- if you phone it is a charged number, as I am abroad being on hold for 20 minutes then having to give up twice is costing even more money!
- not 1 reply to around 10 emails
- no reply to a complaint in writing
This company cannot be contacted if you have a complaint!