Europcar reviews

Europcar reviews

Very low
1.6
from 0 - 10
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If I could give minus 5 I would!

I rented on a pre-paid voucher, all fine, car returned. Asked at check-in if there are any charges. Reply: no, sir, good to go.

Weeks later I get an abusive email from customer services threatening court cases, or worse for not having paid for extra insurance I did not sign for. Customer Services since then has been a model of the Little Britain "Compiutah seeys naooo" style of reply.

Never, ever, use this bunch of imbeciles!
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Adding costs because they can....

Firstly, the car was great. We got a Volkswagen polo diesel with less than 10000km on it, the car was in great condition, clean and comfortable for a long drive for 5 people.

The initial price was 157 euros which was great for us as it was pretty cheap. At the end of it we were all happy and we had a great weekend all thanks to the freedom of having a car from Europcar.

But that’s where all the good stuff ends. A few days later when checking my emails and bank statement it turned out that Europcar has charged me an extra 220 euros.

Now breaking it down I can understand some of it:
25 euros on outside opening hours is fine as we were coming back at 10 o’clock at night, but that’s pretty much it.

45.83 euros on a service charge - I have checked both my invoices and the terms and conditions, nowhere does it say I would be charged a service charge this large.

60 euros on young driver - this really annoyed me, I am 21, with a clean driver’s license. I have already paid around 70 euros on young driver cover which is compulsory for young drivers and yet i get ANOTHER 60 charge because I am young?

And lastly, the main charge was for excess mileage, or excess kilometres since that’s the metric system of the French. This was 183.52 euros for 496kms at a rate of 0.37 euros a km. Now this is fair and I would be happy to pay it as it said on the email that after 500km I would be charged. BUT no wear does it say how much this rate would be nor the "option" of me being able to buy the "unlimited mileage". The so called, you can ask the person at the counter as it so says on your website is useless. No one was at the counter as since you were joined onto the Ibis hotel no one was there but the receptionist!!!

The initial cost seemed too good to be true at 157 euros and maybe I should have actually listened to a few reviews about the company. Now I understand why as after you have dropped it off and think that everything is okay, the send you another bill adding in extra most where not mentioned on the internet or even in person.
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If you want peace of mind and what you were quoted pay a bit more and go elsewhere

I am moving from Tonbridge to London and need the largest van I can drive on a standard license as I want to get all of my stuff transported in one go.

I had 2 questions that I considered to be pretty straightforward and that I would expect a van rental company to be able to answer without any problems.

The first was how big the van was and the second was what I could drive on my license, I will explain the process I had to undertake to discover these answers.

I initially booked an "Iveco Daily or similar" from the largest van bracket online (there are 2 sizes of Iveco Daily), I found some information on their site which said you needed a category B license to drive this so I thought I was fine.

After speaking to friend he suggested that the laws have changed about what you can and can't drive on a standard license so I emailed customer services and they said I needed a C1 license to drive a Ford Luton, which is what he said I had booked, I was confused as I had booked an Iveco Daily so rang Europcar Tonbridge.

They said I had booked a Ford Luton, which whilst I understand falls under their 'or similar' bracket, at no point was I notified, the vans are slightly different sizes and require different licenses. However, the lady on the phone said that customer services don't know what they are talking about and that I was fine to drive the Luton, and as it was a bit bigger than the Iveco I stuck with it.

Further investigation by myself pointed towards this being false information so I rang back again and spoke to someone else who confirmed I couldn't drive the Luton on my license, so I changed it to what the lady on the phone referred to as an Extra Long Wheel Base, she said it would be a Mercedes Sprinter or similar and was pretty much the same size, but when asked for the exact dimensions couldn't provide me with them. So, I just thought I would look up the dimensions on the Mercedes website.

I checked the dimensions of a Merc Sprinter XLWB and found the load length to be 4.7m, which was great because it meant I should comfortably have enough room for my stuff, however this didn't tally with what it said on Europcar's website so I again rang back for confirmation.

I was told I had booked an XLWB with a load length of 4.3m, when I explained that this couldn't be the case because the Merc website suggests a load length of 4.3m is a LWB I was hung up on.

I rang back and spoke to a guy to explain again and he was very rude and seemed to suggest I would get what I was given, at no point did he try to address the disparity between the information or suggest any concern about it. At one point he was so noticeably agitated that he just suggested I cancel the booking rather than trying to understand the problem. He just wanted me off the phone.

A string of further emails to customer services, who again struggled to give me any concrete information about sizes without a lot of persuading, revealed that Europcar have come up with their own sizing categories which don't match the manufacturers. So what they call an XLWB is actually a LWB and what they call a LWB is actually a MWB. This to me is blatant misselling, and particularly devious as there is no information informing the customer of this and an almost impenetrable wall of staff trying to hide this information.

During this process I had been reading reviews of other peoples experience with Europcar and without fail they were 1 star reviews across the board, there were many other examples of people not receiving what they had paid for and a fair amount of people turning up on the day to be told they didn't have anything.

In addition I had read about many people being charged after they had taken the van back for a multitude of reasons, few of which seemed legitimate. One of these reasons was congestion charges, after reading the reviews I asked Europcar whether my drop off point in London was in the congestion zone and they couldn't tell me, not to mention that congestion charges weren't mentioned at any point during booking, email and phone conversations, of which there were many.

The reason I opted for Europcar in the first place was the price, but I have since cancelled and found a man with a van for a little extra and for peace of mind it is most definitely worth it.

It's a shame because all of the issues could be fixed with a bit more transparency and better customer service. Europcar seem to operate on the basis that most people won't question what they are given because they don't usually drive vans and don't know what to expect. I understand why this works as there are many such people out there, but for anyone who wants to actually get what they are quoted for or ask any questions I would go elsewhere.
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Terrible.

Booked and paid for a car with Europcar and when I turned up to collect it I was told that they simply didn't have of my car in stock. All they could offer was a large people carrier - totally unsuitable for me and my journey. It then took a month and several letters to customer service to even get a refund. And the only compensation I was offered was the cost of my tube fare to pick up the car.

Throughout the process, I didn't ever get a genuine apology. I was mostly blamed for "booking the car at such late notice". If you accept a booking, you should honour it - or be damned sorry if you can't.

Ridiculous - I'll never use these sharks again.
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This company is a scam

Its representatives are totally unreasonable, incompetent and unwilling to help. Their policy regarding proof of address absurd. I was refused the rental because none of the following served as a proof of address:
1. Last month council tax bill
2. Last month internet bill
3. Five-month-old water bill
4. Five-month-old electricity bill
5. Five-month-old gas bill
No other car rental company that I know of asks for a proof of address. Council tax bills are universally accepted as a proof of address in the UK. Europcar refused to issue a refund. This is simply a scam.
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RIPPED OFF

As others have said Alamo / Europcar are to be avoided at all costs.
Found out a little late but has ruined our trip.
Returned the car dirty but in perfect condition but because we didn't pay their extortionate fees for excess insurance they rip us off to the tune of 1051.44 GBP.
Had to drop the car off at an unmanned location and drop keys in a box so then we become a hostage like others have also said.
Now have to fight to get this money back but I guess cannot claim for the stress I / we have already endured.
DO NOT deal with these criminals!!
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ripped off

Iv just been stung by Alamo for an extra £345 for my 12 days i rented the car with no explanation. im gutted i never read this website beforehand. im in the process of contacting BBC watchdog and so far they seem very interested in the story so hopefully can get the company named and shamed on national tv. Iv never been this ripped off in the past and it seems at the moment im helpless. All i can do is hope the BBC will televise my story and the word will be spread at what a cowboy company AlAMO are. NEVER AGAIN.
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Ruined our plans

Can't believe what they did to us. On the day of pick-up, we rang to see if we could pick up 2 hours earlier, and "Mike" at the Lewisham said: "Oh we can't supply the van you ordered - will a smaller one do?"

NO Mike, it won't do. Thanks for not trying to tell us beforehand. Absolutely ruined the weekend's housemove. Pathetic, useless, poor service, incompetent - doesn't really do their stupid little outfit justice.

In sum, do not pay, trust, use, speak or even think about this shoddy company, the risk of it costing you more in the long run (as it has done to us) is just too high to even consider.
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Dreadful customer service.

Formatting error on their system as confirmed by the booking confirmation I was sent, didn't state one way fees until already purchased.

I would have been liable to a £20 fee if I cancelled this when I found out. So stuck with and complained. They refuse to acknowledge this system error was on their part, even after I have documentation from them with the issue showing.

Customer service can only reply with standard complaints spiel.
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Europcar Dundee - If they had a rating for zero stars, they would be getting that

Dreadful customer service from Europcar.
Taking money unauthorised from my credit card for miscellaneous expenses
Charging extra for petrol when car was already full on return
Different rules for Scottish people than English (I am English and was charged for not having paper driving licence, my Cousin who is Scottish was not charged!)
Handing us a car with numerous existing damage that had not been noted.
Certainly would avoid using these ever again
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Terrible service!

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!

1 star is too generous, but I cannot give -1.
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Sent me a booking reference, but forgot to book my car.

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!
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Europcar Stansted Review

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.
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Computer says "no".

I turned up at the Europcar depot with all the requested documentation (and boy is there a lot of it!)

The receptionist fed my details into the computer and told me there had been an "address check failure."

Could she elaborate? No.
Can I speak to somebody else? No.
Does Europcar give a damn about their customers? No.

Avoid.
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the worst car rental i ever dealt with at East Midland airport

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....
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WORST RENTAL COMPANY I HAVE UTILIZED

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.
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Europcar is a con. Do not rent from this company

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!!!!
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Crap - Do not use this firm

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.
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Awful Awful Awful

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.
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Avoid

Had a coupon to upgrade my car. I was told there was no car available on the higher grade, after paying they gave me the car. It happens at Almeria airport office

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Europcar Details

About this company

Save up to 50% on UK Car Hire & Van Hire with Europcar. The UK's widest range of hire cars, from small cars to 7-seaters and vans. Book now for the latest deals.

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