Let down big time, ordered a van so I could move house, got the confirmation, monies was debited from my account, then I got a call 1HR before I was due to collect the vehicle saying 'sorry, I don't have a van for you, i'll have to cancel your booking and give you a refund' !
How on earth was I supposed to move? I have been a long standing client over the years and this is how I get repaid!
I placed a reservation for a Van at around 1pm the day before I wanted to pick it up. I received a booking ref for the out of hours office. Upon arriving at the branch the next day I found that the office was closed, so I contacted the call centre only to be told that the office would be closed all day and nobody there had any record of my booking, so had not scheduled anybody to meet me.
I called the customer service department and was again told that the office never received my booking as, despite me receiving a booking reference, and nobdy had thought to contact me, despite me including a contact telephone number and email address.
I explained my situation to the customer services team but was not offered an apology at any point and I still haven't had a reply from the customer complaints department a month later.
I would definitely look elsewhere before booking with such a none responsive company. They're not very customer focused and from the looks of the other reviews on here, I'm not the only one who thinks this!
Do not be sucked in by a price of Europcar 'too good to be true'. Europcar policy is to rent out cheap and later charge your credit card for phantom services. Please read on.
In January 2014 Momondo provided the most convenient rent-a-car at Stansted and we booked via CarTrawler for 2 days a car with Europcar. CarTrawler offered for € 6.90 per day an insurance to cover the GBP 1,000 own risk Europcar applies. Collecting the car at Europcar Stansted we were offered the same extra insurance for GBP 30 per day. We drive carefully and felt for a rent of less than 40 hours we could do without the extra cover. What a mistake!
We drove the car carefully, no damage whatsoever and returned the car at 23:45 PM at Stansted. Notwithstanding Europcar claim to be open till 01:00 AM, the Europcar desk was closed. We had to leave the car keys at the key return box. We didn’t realise that now we were a Europcar hostage. A day late our credit card was charged for an extra GBP 92.
We should be happy we were not ripped off for a larger amount.
Endless calls with the service dept finally revealed that Europcar proclaims we had returned the car with a scratch. A true lie that brings Europcar money they miss by renting out cheap and not selling you an insurance that costs more than the rental price.
Europcar is a rent-a-car company definitely to be avoided.
Absolutely ignorant and rude front desk staff. Useless manager at East Midlands airport. By the way they treat customers i presume they dont care about reviews but i will never deal with them anymore....
This was the worst rental experience and a traumatic event that spoiled our holidays. We had a flat tire and discovered that the car was not equipped with a spare tire! After many phone calls to Europcar and the wrecking company they use, it became clear that they could not help us, since the car had no spare tire! We left the car at night, and when even the next day no help was offered, we had to leave to the airport. Their telephone service agreed that we were not to be penalized as it was their fault. However, we were charged several hundred pounds on our credit card, and no complaints helped to remove that charge. In short, a spoiled vacation and a much higher cost than with any other rental agency. I strongly suggest not to use Europcar.
I needed to hire a van of 14m3 to empty a storage unit and so checked their website and found a Mercedes Sprinter of exactly that size. Because I was taking the van out of the UK I couldn't book on line and had to speak to their call centre. I booked the van and received an email confirmation saying they had reserved me a Transit LWB, so I phoned the Putney depot to check the dimensions. The Tranist is over a metre shorter internally and only 9.4m3. So I have now made 6 phone calls to try and get them to agree to rent me the vehicle that I have paid for and they will not. They say the Transit is 'similar' but my view is that 34% smaller is not similar it's significantly smaller. They do list one similar van to the Sprinter on the website but needless to say it's NOT the Transit, it's a VW. It is obvious what game Europcar are playing - they trick you into thinking your paying for a large van, then supply you with a small one, hiding behind the lie that it is 'similar' and it has the same wheelbase! I am now going to report them to trading standards as this is a blatant breach of the trade descriptions act. I will let you know how I get on. Meantime avoid, avoid, avoid!!!!
Arrived at airport and car not there. Waited over 2 hours, when the car arrived it was not the one paid for it should have been premium rate Mercedes (paid for in advance) and turned out to be a cheap rate Peugeot. When asked why the wrong car my son was informed that the Mercedes was due to be sold in 7 days time (they were already aware that it was needed for over 3 weeks) and that although he had paid extra for it to be taken to France it would have automatically disabled its engine once on the ferry and that the police would have been called.
Surely when it was booked Customers Services should have been aware of the situation and not taken the payment knowing full well they could not honour their agreement?
They had also been told that because they had luggage for five adults and needed the space (leg room and capacity for suit cases etc) the car sent was rather a squeeze.
On inspecting the car he noted the existing damage and pointed out the rear tyre was distorted and should have been changed before being sent out and that a tyre had .4ml only left on it and as he would be travelling 2-3,000 miles (they were already aware of this mileage) and it possibly would become illegal during his stay. He asked for a change of tyre and was told to use it as a spare.
My son requested he be refunded the difference between the price of the two vehicles (over £500) but was told it would be done within the next few days and that he would have an email confirming this. Nothing happened and after numerous phone calls etc he was told he would have to wait until he returned the vehicle on his departure.
After leaving the airport and starting his journey a tyre punctured and so he contacted Europcar informing them of the problem - yet again they had a couldn't care less attitude .
During his stay in England he made several attempts to try and get his refund but was always told they would sort it out and refund him sooner than the date of departure but still not refund received.
Once again on the departure date (27 December) he had the car serviced both inside and out. We checked it for any extra damage and none was found. On arrival at the airport he once again requested the refund and was told to give it a week and it would be in his bank.
It was not until a couple of days ago £120 was put into the bank but he has received no explanation as to why it is not the full amount.
Previously I had telephoned the company and was told that I could not act on his behalf and therefore my son spoke to someone within the company and was told the lady I had spoken to and emailed would be contacting me. As yet I have had no response and have since sent 2 emails asking for an explanation.
I had requested that the full amount plus an amount for the inconvenience caused (phone calls from both England and Australia, time wasted trying to make contact etc) be paid into his account .
At this time I am seriously considering legal action and contacting Trading Standards and Watchdog BBC.
I recently booked a car with Europcar and paid upfront for the booking direct via the Europcar website. I paid what I thought was the full fee €152.61. There was no correspondence or any communication with the booking that implied there might be additional fees to incur when collecting the car. On arrival at Europcars office's in Gran Via Barcelona, I was shocked to hear that I had to cover compulsory insurance at a cost of nearly five times the amount of what I was informed was the original booking fee. I have my own travel insurance that covers all car hire, so I never take on additional insurance, however I was informed that I had no choice. Attendant Fabio Arias (ID number 88110007) suggested that if we were him we would organize a car elsewhere. With it being Christmas Eve (the 24th) having searched other providers we were in absolutely no position but be forced to take the booking at the ridiculously inflated cost. I wrote a letter of complaint to Europcar Spain and customer service representative Eloy Muñoz - informed me that as I had signed the papers for insurance (which I was forced to do) they had to maintain the charges. As an company I would not touch them with a barge pole. Probably worst customer service ever experienced from an organization.
I rented a car to go on holiday- but was refused the car on arrival because their system was showing an 'address check failure'. This delayed my holiday by two days and cost me an additional 100quid, ontop of the ridiculously priced rental fee anyway, because im 24 not 25. I rung them an hour later to rearrange the booking and try the address check once again... guess what... it worked. Perfectly. Twice. But nooo, Europcar are denying responsibility and given the excuse that sometimes it says yes sometimes it says no. Valid excuse? They wont even compensate me the additional costs incurred due to their poor system. DO NOT USE Alamo or Europcar!!!!!!!
Booked and paid for a van weeks ago for Monday at 8. At 12.30 on Saturday just as the other companies were closing they called to say they didn't have one and would not book a replacement from elsewhere. Very unhelpful and shocking service. I'm a contract lawyer and whilst it not worth it I'm going to sue them for breach of contract for my lost day off and any other costs. They are cowboys do not use them
Booked a van 2 weeks ago with nationwidehire who then booked a van with Europcar who said yes everything was booked. Moving house from Sunderland to Wales and the van due to be delivered 13:00, had a phone call 09:20 asking to verify my ID, which their computer apparently woouldnt accept. Was asked to go all the way to their depot with proof of ID and Driverlicence which I did at my own expense. When there was told they can't hire me a van because they could not accept my both parts of drivers licence, a Tax statement addressed and named to me off the Inland Revenue and a leeter of statement of Council tax from the local council. So now without money as they say it can take 7 days to refund, without a van to move house and without a house because our notice was for today.
Thanks Europcar, now I am now stuck 400 miles from my home without the means of booking another van because the 'computer says no' jobsworth who I think would have trouble running a bath, let alone a company in your Sunderland branch probably overbooked all the vans and had to lie to cover the fact he left it to the morning of a hire to check details and not 2 weeks ago when payment was taken.
It's been a few years now since I rented a car but still seeing the backlash from my dealings with this corrupt company, in the way of the Debt Collectors... the most truly unprofessional & stressful dealings I've had ever in my life... The office administration side of things were a joke. What an absolute shambles... I was certain Jeremy Beadle was soon to appear !! They couldn't provide the car we had requested which was important due to several reasons which I wont go into. They sent us to another depot across town to meet a guy who could barely speak English to collect the right car from inside a dark and dingy multi-storey car park. Not good as you couldn't check the car over properly. The only good part of this whole experience was the car itself was good, and clean and reliable. Forgetting the earlier encounters I was fairly pleased and the car held up well and fulfilled its job perfectly. Now after a few weeks we return the car cleaned and fully re-fueled... and ask for it to be fully inspected for any damage... I was overly cautious here and the car was given the thumbs up by another chap who didn't fulfil me with great confidence either. All Done or so I thought. Several Months / a year later, me and my friend were then contacted by Europcar via email and phone insisting the car was damaged by us and we needed to pay for repairs. Shocked !!! Somehow, they wanted to charge her and myself a sizeable sum but of two different amounts on two separate cards. Just totally suspect already. We refused to pay anything on the principle the car was immaculate, we babied that car like you wouldn't believe !! SO after many a phone call back and forth they agreed to wave this supposed fee... *sigh. At last !!. Then fast forward another few years, is when I start getting hassled by the Debt Collectors, who were quite frankly very pushy and rude and threatening... trying to sneakily trick me into giving my details away and paying the money. I refused to pay all the way and they said they'd just keep hassling me on a daily basis until I paid up. Last call I had was when I said... if you know who I am, you have my details then take me to Court *HANG UP. Never heard back since. I fear for the next time I need to hire a car, but be sure of one thing it wont be with shambolic, unprofessional company, I would strongly persuade you to go elsewhere. Still feeling very angry and bitter about it all...
I have a few complaints about Europcar, two of them worth mentioning: - After hours pick-up fee … in case your flight arrives on weekends, or after regular business hours, you'll be charged a "Pick-up station after hours charge", ranging between € 25.00 and € 45.00 (somewhat arbitrary, but think it depends on location) - Customer service when dealing with traffic fines … totally my fault to have run a yellow light (note: yellow, not red), but a fine for € 56.00 cost me in the end € 105.00, due to an additional € 24.00 administration charge from Europcar, and a € 25.00 international money transfer fee from my bank. Europcar's administration fee was billed to my credit card, which they had when I rented the car, but they refused to bill the fine also from my credit card, because "we are not allowed to do that." Again, I don’t fault Europcar for my violation, but overall due to their policies cost me an extra € 24.00 due to their administration charge + € 45.00 due to their "Pick-up station after hours charge", and partially for the € 25.00 international money transfer fee due to them not allowing to pay it with my credit card. An unnecessary extra of € 94.00. With this in mind will not use Europcar's service ever again.
I have used Europcar one or twice in the past as the centre was the only one local to me and my destination. I have been a business client of a rival car hire company for nearly 8 years, but they have recently annoyed me with their inflexibility, discard for loyalty and unfocused approach to customer retention.
Even though I hadn't hired from Europcar for many years, my details were still on the system and this made the hiring process very quick, and the hand back was even easier - just drop the keys into the letter box. I am highly impressed with the service level and will definitely use your service again.
Picked up the vehicle in Paris. Had to literally find the car down the road and in an underground garage without any assistance. Wandering is not my interest. After finding and driving out the car, that was so filthy I had to wipe the mud off by hand to check for damage (beware of pushy agents requiring you to sign-off on the inspection and fuel level) we headed to Spain On day 4 of a 9 day trip the power steering stopped working. This was on a Thursday. We called for assistance and were told we'd have to wait until tomorrow, Friday. We explained we needed assistance now and were basically told too bad. This was a rural town with very limited means for lodging or food. Friday came and we were told they would tow the vehicle. No replacement. Seven hours later we were called to take a taxi to the repair facility 50+ miles away (80 km.), though 5 miles away was another facility they could have used. NOW IT GETS FUN. I had to pay the Taxi 30 euros to get there because EUROPCAR wouldn't. And, when we got there the repair facility said they didn't fix it since it was a 'Rental' car. The rest of the trip followed this line that they would not replace the car and I would have to bring it to very out of the way facilities so the could 'look at it'. Do not rent from this company. They do not stand behind their product. They abandoned us and left us to find our own way. Consumer beware!!
I am so upset by Europcar. I never expected that an international company would lack so much integrity. I noticed a week after the car hire that I was charged 490 pounds for one day of car hire from Heathrow to Luton. After another week I finally got a reply from their customer service - who sent us an email to explain why there were these charged. It turned out that they charged 250 pounds for a missing satellite navigation. Now why would I steal a satellite navigation worth half that price knowing that I had left credit card details against something like this. Apparently I should have given the satellite navigation to the counter instead of leaving it in the car. However, I was no informed by any of the staff of this - either in London or in Luton. How was I suppose to know that you can't even trust an international company to do right by their customers.
Hired a car for 2 x days - £77.Prepaid. Why exactly they then authorised my debit card for almost £700 on the day i collected the car is anyone's guess. They denied all knowledge at the branch and were about as unhelpful as you can get (Lancing/Worthing - top marks for appalling service, well done). Rang main customer services who were unable to see this transaction - even though my bank clearly saw them using my available funds in my current account... Could anyone from Europcar help? No. Was told to wait 10 days and see what happened, or refer to the bank. Beware - if you are hiring a £77 car from Europcar, be prepared to pay £700 for it for at least a fortnight while they sort themselves out. Have I had a call back yet? No. Will I use them again? No, never.
I was told I had booked through a US site in the Uk and consequently was not insured. The cost of the rental for 13 days was around 500 euros which I paid by credit card. On arriving at Barcelona airport to pick up the car I was told they could not release it to me until I paid insurance of 800 euros . This despite the assurances on easy jet website that I would have no hidden costs. We cancelled the hire and went with Avis which was less than the excess Europcar tried to charge me. This company is seriously twisted. If I had as she claimed booked through a US website it is strange that requirement for hire was to show a UK driving licence and it was through the easyjet site.The check in girl was totally unhelpful and after I had cancelled showed me a form that if I had signed would have allowed the hire to go ahead but the form seemed to require me to self insure for any accidental damage. I had bought collision waiver insurance in the UK . I was told this was irrelevant and the check in lady would not even look at the certificate. I would say this is a very dangerous company to use and I am surprised to find them partnered with Easyjet which I feel is straightforward and good value.