very dishonest company. They took money when I did not get a car!!! Avoid these robbers!!
Hi Melanie, sorry, I will reply in the same message..
I wouldn't write such an angry review if I didn't contact Customer service. I can give you my voucher details (UK2826499-1) but I don't think you will help me because I've already done for many times. Anyway I am not going to give up and will contact Consumer Protection Division in USA. Please, do not try to explain to me that i cannot get my money back for not providing me right service. I hope Consumer Protection Division will help me to solve this problem, if not I will contact my lawyer to see what I can do next, even if this does not help me, I will use all possible social web sites to prevent people from using your company. I don't want to be mean, I just want my own money back that belongs to me but not Auto Europe as I did not get service (also because of this I had to find a place to sleep in unknown for me country at 11pm on Christmas eve). I have never had such a horrible Christmas in my life. The way how this company behaves can be only called stealing and not caring about its customers at all. Anyway, thank you for contacting me.
I think this company is very dishonest and excess refund service is simply a fraud, since they do everything they can to avoid refunding excess. This accident already ruined our honeymoon trip and current behavior of Autoeurope does not help at all.
Complete story: We had a honeymoon trip to Sardinia. We rented a car from Autoeurope(as a broker, and I bought excess refund coverage), it was Firefly car. On 2013-08-19 at aprox 14:00 I was slowly driving down the hill at about 30-40km/h in La Pelosa beach, Stintino (road number SP34). Road was narrow, on my side of road there was sidewalk and cars where illegally parked on it(there was a sign "no stopping"), because of this, people was walking on the road itself on the opposite side of road, so incoming cars drove closer to the middle of the road, and I kept closer to sidewalk on my side to not crash into incoming cars. Road was slightly bent to left, two cars where left unattended dangerously with 2 wheels on the road, not in line with all others (other cars was all 4 wheels on sidewalk) this way further narrowing already narrow road. My wife saw a spider on me and started to shout (she’s scared of them), I got scared of sudden shout and looked at her to see what happened, a second later I touched first of not in lined cars and by friction I was dragged to a second car. I did not break any traffic rules: I was in my side of road before and after the crash. We called police, it came and filed a report, also fined all those cars for illegal parking. I did everything I had according to contract rules: called police, notified supplier, collected all documents I was given, did not agreed to be guilty. Autoeurope first rejected my request to get excess refunded by stating that I do not gave them all documentation: police report and repair bill is missing. Firefly did not had repair bill then we left Sardinia, and police did not give me a copy (I asked them for it) at sight of accident, but they said Firefly will get it. After I complained to them pointing out rule in contract that they will retrieve missing document from supplier, they just ignored my emails. Then I complained to my local ECC(www.ecc.lt), after they talked with Autoeurope, I received a letter saying they will try to get missing documentation and it should take them 2-4 weeks. After that time passed and I have not received any response from Autoeurope, I requested police report from Italian police on my own and I forwarded it to Autoeurope. Then I got response saying it does not matter if I have a police report or no, this accident was caused by gross negligence and they offered only 1/3 of excess that I paid, stating this is their "good will" offer. Firefly contract also has exception for gross negligence, but they did not consider that as gross negligence.This was a driving accident and probably all driving accidents have some sort negligence involved, but if anyone was grossly negligent in this case, then it was people parking cars dangerously in forbidden place. In police report, I can’t find who fault it was, however, it has written that car drivers what I crashed into where fined for violating traffic rules.. I have not breached any contract rule, I have not violated any traffic rule, so I don’t see a viable reason to reject my excess refund request.
This can not be considered as gross negligence: - I did not violate any traffic rules: I was careful and driving at low speed(impact was weak event airbags have not deployed), I was in my lane before and after the crash - Other car drivers broke traffic rules and created this dangerous situation. If anyone was grossly negligent it was they - they knew they were doing wrong, but they still did it. Moreover they left it dangerously with 2 wheels on road itself, not in line with all others(other cars was all four wheels on sidewall further from road). - I did all procedures as stated in contract: called police, notified supplier, filed all the documents, have not agreed I`m guilty... - I can not find any statement I am guilty in police report, but it has statement that other drivers where fined for illegal parking - Car supplier(Firefly) also has exception for gross negligence, but they did not consider this as a gross negligence, moreover they did not event mentioned this can considered as such. - This was reflexive behavior and most would act the same. Just a simple divers mistake in a situation what you are not prepared for.
Would you buy this service if exceptions was clearly outlined? You find them only after you buy this service! Moreover can you think of a case there it can be refunded considering simple drivers mistake is interpreted as gross negligence? Exclusions(from original contract): When damage is caused to interior, underside, clutch, gearbox, underside, oil pan or roof of vehicle. - When any rental vehicle has been driven off-road, on unpaved roads, in unauthorized countries or areas. - When the driver is not named and authorized on the rental agreement. - When the driver is under the influence of alcohol or drugs. - When any fraudulent, dishonest, or criminal act has been committed by the driver and/or passengers. - When the damage is caused by the driver due to: gross negligence or intent, adding wrong fuel, traffic violations, burned clutch, using the hand brake incorrectly. - When the vehicle is stolen due to the loss of keys. - When parts of the vehicle are stolen as well as personal belongings from the interior. - When damages occur while parking or in a parking facility. - Also excluded from any refund are towing fees, extra costs for overnight accomodation, public transportation, taxis and adminstrative fees of car rental suppliers
If for some reason you must use Autoeurope service, DO NOT BUY REFUNDABLE EXCESS, its a total scam. They have no intent of paying, its exactelly the opposite - they will do anything they can to NOT refund ! ! !
References: Auto Europe voucher number: EU6120659-1 My rental agreement number: 90600399-1.
hello I use to rent cars by Auto Europe and just now I realised something very bad if a car is rented for a week or more, we have to pay the full tank of fuel to the rent a car at this time they charge me 84 euros... and normal price is no more than 60 euros. Ibeen in two different petrol stations and for a full tank I paid 60 euros no good... trust me I will never bock again with your company
I have used Auto Europe on several occasions and the experience has always been flawless, online and on the phone. I especially like the added "security" of being able to cancel bookings up to 48h prior to the rental... Whenever I need an rental car, this is the website I turn to... or rather surf to.
I booked a car with them in december 2013 for 28 days pick up stansted airport got there with all the required docs because i was changing addresses and my license had not been changed to the new address they refused me the car now bearing in mind i through my family owned both addresses old and new i said use the old address as i had rented a vehicle before and was on there system they refused and said no they could not do this even the credit card i paid it on was to this old address still they refused this after being there nearly an hour eventually a friend collected me from the airport now i assumed as they had refused me the car the money would be put back on my credit card alas no that was not the case auto europe have refused to return my money saying i am not entitled to it even though i had all the required documents used before with this company drivers license passport and my credit card i think its time i let my solicitor deal with it will never use this company again and have recommended to a very close friend to put there company on his international complaints web site. My reservation number is 2830668 .
I experienced a problem on the day of the hire and was not able to take the hire car. Customer services were very understanding and went out of their way to help. I have never had a problem with Auto Europe and would recommend them for car hire.
This car was clean and ready for collection despite being 5 hours late due to a missed train. We usually find when hiring a vehicle through Auto Europe that he car exceeds our expectations and is usually a larger vehicle than expected.
Everything about hiring the car was great - apart from the God awful queue at Geneva airport. The wait to pick the car up was an hour; only two people at the desk. It took too long for whoever was in charge to summons extra staff, by the time I was at the front of the queue 4 extra staff had arrived. But either way the service was friendly and helpful and If use Eurocar again.
I rent from Auto Europe last summer and an accident occurs when I was in Bern tunnel, Switzerland. As it was raining heavily and the tunnel has no lights on, I didn't see a car on the other lane behind me and when I switch lane, the collision occurred. Luckily, both of us drive slow and it's a slight damage to one of the side door. After the accident, Avis Budget charge me for the damage and I report the case to Auto Europe. The staffs are very helpful and follow up the case and after several months, I got almost a full refund back. I'm very happy and I'll continue to rent from Auto Europe because they are reliable, supportive and helpful.
I want to thank all the staffs who follow up my case :)
We booked a trip to Bavaria recently and hired a car utilising the services of auto-europe (not for the first time). The whole process was quick and easy to do, and I had complete confidence in the support mechanisms offered by the company. I have hired cars for many years in various countries in Europe and auto-europe do provide one of the best services for drivers hiring in the continent.