Auto Europe UK reviews

Auto Europe UK reviews

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7.3
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Still waiting for a cancellation refund

I cancelled a booking with Auto Europe more than two weeks ago because their supplier would not accept a VISA debit, cancellation was made one week before pickup date, now 16 days since auto Europe acknowledged the cancellation and still no refund despite numerous contacts with he company, about to escalate to VISA now to try and get it done.
John Osborne
Auto Europe UK

Reply from Auto Europe UK

Dear Mr. Osborne,

Thank you for taking the time to write your comments. Unfortunately, we have been unable to locate a reservation under your name. Could you please provide either your Auto Europe voucher number or the name or email address that was used to make the reservation. As soon as it's received, we will be more than happy to review your claim.

Best regards,

Norm Cail
Asst. Customer Service Manager
Auto Europe LLC
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Full refundable excess FINALLY SOLVED

I normally rent with Auto Europe around 5 times a year a car, this time I rented for a week in the Netherlands attending a fair. I parked daily in a secured parking garage, the safest to park generally. Someone hit my car with a wheelchair or trolley what caused a slight dent in the car. I called the help desk to inform them directly, made a police report as this was required and ended up paying €648,- in advance which was outlined in the contract so expected. I send all required information to Auto Europe on January 21st, after sending them numerous emails and additional information they told me the they were still waiting for Hertz, mid march they wrote an email that they had all information and that it would be reviewed by the management. As this seemed like a straight forward case I waited. Then I got an email asking for a credit card statement so they could see that I did pay Hertz the money. This was send on March 14th, on April 1st I got another email asking me again for a Credit Card statement. As I thought this was an april fools joke I called and they made a mistake! Again, after poor communication all over anyhow. At least they promised me that they would have an answer for me Friday April 4th. On April 5th no news, I called and once more they would call me back which was never done. I called again and it needed to be done by the Manager, so I finally got the answer on April 10th that they would only refund me half the money back as I was not entitled for the full amount as in the T&C is stated that parking the car or causing damage due to neglect is not covered! SO I WARN EVERYONE, PAY A LITTLE MORE AND GO DIRECT!!! PLEASE DO NOT USE THESE SCAMMERS!!!! NEVER RENT FROM THEM!

Update from April 18th, I have just received an email from the Manager who has seen the review and has answered the points stated above. They have refunded the excess in full and on top gave a voucher of 25GBP for a 7 day rental or more. Despite the trouble and frustration of a lengthy case I have to update to state that the case has been solved to my satisfaction and I will again use Auto Europe as a future rental company. Thank you Molly for your feedback and prompt feedback. Sad that this only has worked while writing a review but in the end we all make mistakes. As long we learn from them we should forgive. So thank you Auto Europe for solving my case!
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Review by confirmed purchaser

On arrival at Lille, we had to wait an hour and a half for our car and missed our meeeting.

We arrived at Lille Station and were told by Hertz that the car was at the airport and we would have to wait 20 minutes. After half an hour, we were told it would be another half an hour. We were due to attend a World War 1 ceremony in Albert at 11.30. We were then told the car needed to be cleaned. We approached another hire company who had a car available there and then. At which point, after an hour and a half. our car was available. It was a 5+2 seater and too small with the 6 luggage bags. We asked for a larger car and this was not available. We were promised to be contacted to arrange an exchange but this never happened. We missed the ceremony for which we had planned some two years before. It was both distressing and hugely disappointing. I have emailed you to ask for an explanation and some compensation for this wretched service.
Auto Europe UK

Reply from Auto Europe UK

Dear Mr Forsyth,

Our Customer Service Team do not as yet have an email from you detailing what happened so that they can take the matter up with Hertz.

Please can you re-send this to customerservice@auto-europe.co.uk

Many Thanks
Melanie
Auto Europe
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Review by confirmed purchaser

Clear site with competitive prices

The site is easy to use and I like the way you can tell which provider the rental is with prior to booking. Competitive prices and easy pick up at the airport.
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Review by confirmed purchaser

Good

Generally very good - friendly and helpfull staff etc but one issue: -
You have to return the car to a designated area. The guide AutoEurope provide on where the designated area is contains loads of helpful images but doesnt show where the area is in relation to the airport. SatNav takes you to the airport. It needsa little map to show where the return area is in relation to the airport. Also you need to return the car full of fuel - I travelled 40km on French Motorways looking for a petrol station and found none, ending up back at the return area with an empty tank. It transpires there are petrol stations just around the corner from the return area - if this could be shown on the little map it would make the whole experience less stressful.
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Review by confirmed purchaser

Hidden charges payable on pick up

Was forced to pay "mandatory winter vehicle charge" on pick up, an extra 35 euros.
I hate such charges, why cannot car hire companies show all chanrges up front, it is deceitful.
I won't be hiring from Auto Europe again.
stephen
Auto Europe UK

Reply from Auto Europe UK

Der Mr Brown,

Thank you for your feedback.

The fee is applied for all rentals collected in the winter months. When you book online the fee is shown in the terms and conditions of the bookings and also shown on your voucher:

#Mandatory Winterization Fee: Applicable for rentals commencing Nov 15 through Apr 30 approx. CHF 8.00 per day (Maximum CHF 80.00), paid locally, VAT included .#

We do have rates from our suppliers where the fee has already been included and you are not required to pay this locally. To select these rates when choosing your vehicle you must select the 'winter tyres included at the airport' which is shown by the car hire images.

If you would like further information please do not hesitate to contact our team on customerservice@auto-europe.co.uk

Many Thanks
Melanie
Auto Europe
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Review by confirmed purchaser

It is the personal service that counts!

I have used Auto Europe UK on several occasions over the past year. I found the booking service over the phone with Debbie and Meg to be very efficient with that personal touch that makes all the difference when I am arranging car rental. In Salzburg the Europcar staff including Andrea and Bettina and a very helpful young man give an excellent and again personal service. The combination of Auto Europe and Europcar is simply the best and i can confidently recommend them both to anyone.

My thanks to all of you.
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Review by confirmed purchaser

EFFICIENCY, CLEAN AND RELIABLE

I WOULD RECOMMEND AUTO EUROPE AS THE STAFF ARE FRIENDLY AND THE SERVICE IS GOOD. THE CAR WAS CLEAN AND RELIABLE AND THE DROP OFF POINT WAS VERY CONVENIENT.
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Review by confirmed purchaser

always works and gets the best price

very happy with the service, never been let down.
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Review by confirmed purchaser

Took money of card in hidden charges

Hired a car cost was ok then checked bank statement to find they took an extra £30 phoned up to wonder why and in small print £6 per day for winterisation what this is for I have no idea in small print ripoff
Auto Europe UK

Reply from Auto Europe UK

Hi Paul,

The fee is applied for all rentals collected in the winter months. When you book online the fee is shown in the terms and conditions of the bookings and also shown on your voucher:

#Mandatory Winterization Fee: Applicable for rentals commencing Nov 15 through Apr 30 approx. CHF 8.00 per day (Maximum CHF 80.00), paid locally, VAT included .#

We do have rates from our suppliers where the fee has already been included and you are not required to pay this locally. To select these rates when choosing your vehicle you must select the 'winter tyres included at the airport' which is shown by the car hire images.

If you would like further information please do not hesitate to contact our team on customerservice@auto-europe.co.uk

Many Thanks
Melanie
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Review by confirmed purchaser

Auto Europe provide an excellent service that I use regularly.

Pricing competitive. Have always had good service considering I rent on several occasions. The web process is simple and orders are always processed easily with vouchers available quickly. There is never a problem with the vouchers being accepted at the rental desks either. Overall a great service!!
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Review by confirmed purchaser

Beware Auto Europe Hidden Charges

Having booked on line for a car hire at Geneva airport I found the process to be straight forward. The price I was quoted on screen was all inclusive and I made a very specific point of comparing any non inclusive items on the product information drop down before clicking . On the basis I am not a young driver and I didn't require any additional drivers to be added I believed everything to be all inclusive (as anyone would). On the day of departure I printed by voucher off ad upon arrival at the Europe Car desk the person on the desk took great pleasure informing me that because I booked through Auto Europe I had to pay locally an extra 8 CHF (£5.50) per day for winterisation pack which added another £45 onto my booking! I was a bad start to our holiday and it was very clear I was not going to get any customer service from Europe Car and they took a little too much pleasure from advising me I should have booked directly with them as it would have been included in the price. Upon my return from holiday I contacted Auto Europe to express my dissatisfaction for the misleading way in which the winterisation charges are added in the small print but not in the summary when you are making your booking. Their customer service are not interested when you call them and the Europe Car person on the Desk at Geneva said that this dissatisfaction happens regularly with customers booking through Auto Europe. So in Summary 'all inclusive price' does not latterly mean that and so beware of the hidden local charges when you arrive to collect your hire car. My friends and I who have all fallen foul of their misleading business practices will certainly not be using them again unless they amend their website to make it totally clear what is included and what is NOT!
Auto Europe UK

Reply from Auto Europe UK

Dear Mr Bannister,

In a bid to be as transparent as we can with all local charges, as advised by our Customer Service Team we do advise of this fee shown in the terms and conditions of the booking and also on the vouchers.

We also have rates from our suppliers where the fee has already been included and you are not required to pay this locally. To select these rates when choosing your vehicle you must select the 'winter tyres included at the airport' which is shown by the car hire images.

You can view this online at present as the fee applies to all rentals that commence until the 30th April.

If you would like further information on the display please do contact our team on customerservice@auto-europe.co.uk

Many Thanks
Melanie
Auto Europe
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Review by confirmed purchaser

poor admin for extra charges

Two Points
1) Just a point when we booked our car we asked for a ski rack. Despite your menu asking us how many people the rack was for, the number wasn't confirmed in the order menu and when we got there the rack was for two sets of skis - useless when we had just ordered a 5 person car !! When we got there the company wanted to charge us the same extra charge again for a second rack. While our complaint eventually resulted in is being not charged for the unsuitable rack , it would be better to have avoided this whole situation.
2) Also in the interests of fairness, the price you headline didn't include the winterisation which we had to pay locally. While you do explain this, it is not the excellent customer experience I would expect vis a vis cost transparency and I'm sure you used to include this in your headline price.
Having used you many times in the last few years, I will be looking more carefully at the detail of your offering and may well seek alternatives next time we need a car.

Yours
Auto Europe UK

Reply from Auto Europe UK

Dear Mr McLeish

The team have looked into your comments and have advised that when selected the ski racks online there is a note that the ski racks are sold in pairs. Therefore you must order the number of pairs suitable for your party. This information is found in the 'i' button next to the ski rack information.

When selecting your price for the vehicle there is also the information of the winter fee in the 'product information' tab, which you can view before confirming your choice.

We do try and make the suppliers local charges as clear as possible and we are sorry that in this case you did not feel the information was readily available.

If you do require further assistance or information on your booking please do contact the Customer Service team directly at customerservice@auto-europe.co.uk

Many Thanks
Melanie
Auto Europe
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Great transaction - no problems

Got many quotes for an 11 day car hire in the USA. Finally chose Auto Europe after speaking to their customer service department with a specific question. Booked at a good price. Got to the Alamo counter with the Voucher, filled out the paperwork, and got a "fully prepaid" contract receipt. Credit card was used for incidentals (gas etc) as I expected. Returned the car on time, got the CC receipt with lovely $00 balance. Alamo gave me a larger car than I booked, as they had no small cars. No extra charge and they did NOT try to "sell" me the "upgrade".

Couldn't have asked for anything better; will definitely use again assuming quotes are competitive, which I suspect WILL be the case.
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Full insurance and yet my claim is still outstanding 6 months on...

I returned a hire car with a dent in the driver's door. This was caused by a third party while the car was parked on a side street in Rome. Unfortunately for me I discovered this the same morning I had to drive to the airport to catch my flight. Luckily a witness left their details on the car windscreen and so I was able to file a police report. However, I missed my flight as a result of the effort.

Auto Europe are affectively a broker and so despite taking out full insurance cover their I was obliged to pay the cost of the repairs to the rental company. In my case, roughly £800. The third party has apparently contested the claim against them and so Auto Europe are now at an impasse with the third party's insurer. Where does this leave me? Well, it's been 6 months and I am no longer to being recompensed for an accident that was not my fault.

Aurto Europe's customer service staff reply promptly but with little empathy. One agent told me 'if it had been my car I would have found the witness and taken a statement'. Perhaps I missed the small print but I don't recall being told that I was expected to behave like police officer and take the witness statement myself.

I would never use this company again. I don't usually leave reviews but this company has left me so frustrated that I would implore anyone reading this to look elsewhere - fortunately, there are plenty of decent competitors to choose from.
Auto Europe UK

Reply from Auto Europe UK

Hi David

Thank you for your feedback, I have spoken to our Customer Service Team and your case is being handled now by our management team, who will contact you next week.

Kind Regards
Melanie
Auto Europe
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Review by confirmed purchaser

Great deals and excellent customer service.

Very easy to use website. Saves time and effort in checking several potential rental companies and in my experience Auto Europe offer better deals than I can get direct anyway! Have used them many times and never had any problems.
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Review by confirmed purchaser

Great service.

Great service and great price including comprehensive insurance.
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Would certainly use again

Hired 9 seater Mercedes van for family trip to Portugal using Avis. Excellent service and condition and additonal benefit of excess damage waiver via Auto Europe. Really well priced service and we would certainly use again. Thank you for a great service!
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Terrible company, do not use

I tried to book a car online for the same day in Poland, but at the end of the booking process a message came up saying I had to call due to a problem. I called them and was told clearly that it was not possible to book a car for the same day, so that was that, I made alternative arrangements. On the way to the airport I received an Email with a booking voucher, which I did not need. I called them again, they said I would have to pay £90 cancellation fee. I argued the point with the agent and then his boss, but they would not accept that they told me wrong information, and took the payment from my credit card. Disgraceful. I even asked if I could change the booking for 1 day for the cheapest car instead of cancelling, which they told me would cost £90, later I checked online and found a price of £40. I asked them to check if the earlier call was recorded, of course they said it was not. Do not use this company.
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Voucher was 2868869, I have previously emailed and had a reply from your Roger Forbin, Thanks

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What I don't understand is, when I went through the booking process online it came to a screen that said I had to call the office, which I did, at which point the disputed information about same day booking arose verbally. Why don't they send an Email confirmation at the point of booking stating that my request is acknowledge, and the voucher will be sent later. Finally I received the email with the voucher 5 hours later, and there is no record either way of what happened on the phone.

As others have said, this company may be OK if everything goes well, but if there is a problem you will always find yourself in the wrong and out of pocket. DO NOT USE!!!
Auto Europe UK

Reply from Auto Europe UK

Hi Mark

The customer service team have looked over your file and they are maintaining the cancellation fee’s as advised in our booking terms and conditions.
The reason this decision has been made is that we did confirm the vehicle with the supplier as you requested on the 2nd February.
When our reservation team speak with a client in regards to a live booking, notes will be entered into the system.
There is no record of a staff member advising you that we could not book you a vehicle; as the booking was made before the requested collection date it would have been very unlikely that we would not have been able to confirm you a vehicle.
We do have noted that you called to advise you had made other travel arrangements and that you no longer required the vehicle; unfortunately at that point your vehicle was confirmed with the supplier which is why the cancellation fee was then applied.
Should you wish to contact us further on this matter please do so by emailing our team direct on customerservice@auto-europe.co.uk

Many Thanks
Melanie
Auto Europe
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Review by confirmed purchaser

Good

The deposit was taken at £167.38 and was returned £163.99 And recommend to pay extra as excess is £500

Auto Europe UK Details

About this company

Visit Auto Europe UK

Contact information

Call us on: 0800 358 1229
We live here: 39 Commercial St.
04101 Portland
United States

Category

Auto Europe UK is ranked 21 out of 38 in the category

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