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...
Phil Hollett found this review useful
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.
Ordered a VW UP at Inverness airport.
On arrival met by friendly and helpful staff, we were offered a Audi A4 for £5 extra a day which we took. It was brand new and drove like a dream.
Pick up and drop off was very easy.
Van rented with Europcar in Hamilton through Argus Car Hire. They do an address check with Experian on collection - check failed (although I checked when I got home and got a rating of excellent); so they checked my wife and that went through no problem. However the assistant needed manager approval and he was on the phone, clearly seeing the problem, but did not rush to help. There were other issues with documents brought for identification purposes. All in all not helpful and seemed more interested in finding problems than completing the deal. Then they started a list of optional extras including admin charges if you have to phone in for help.
Definitely not a good experience and the best I got was that I should take it up with Argus, the company I booked through.
I have used Europcar 2 or 3 times before and it has always gone smoothly and has been a good price, but this latest rental (a Transit for a weekend) did not go well.
I was offered a good price (even without asking) and collected the van with no problems, but then 2 hours into the journey as it got dark, I was to discover that the headlights on the van didn't work! This was amplified by the streetlights ending on the motorway, which had been fine to see by with just sidelights up until that point...then pitch black!
A hour or so at the motorway services and the AA (who were very efficient in their part) discovered that both bulbs were blown.
Upon return of the van, the station attendant was not really interested, said he would call back within the hour...that was weeks ago and still no word! The customer service email are way too slow to be acceptable. They state up to 10 days for a reply, and then expect you to be happy when you get it in 5 days. 5 days for communication is terrible. A few correspondences and I was offered a token part refund, which I received anyway but was not happy with just a part refund after an evening being ruined and being put in an extremely dangerous situation. I was told eventually that there would be no further dealings in the matter as the van had been checked and lights working when it left, so it was to be expected that bulbs could blow.
There is no way that both headlights can blow while not being used, within 2 hours of collecting the van, so that says to me that their vehicle checks are just a token tickbox form and cannot be trusted, which puts the whole condition of the vehicle in question when you hire from them.
The fact that I cannot trust the condition of their vehicles and that the service isn't good if any issues arise means that I will not use Europcar again and cannot recommend them to anyone.
I have given the company enough time and opportunity to put this right, but having not got anywhere, the time has come to voice my opinion of them.
I have used Europcar every now and then when going abroad. Vehicles are usually good, but service differs from country to country. My rentals in Germany an USA were smooth, though sometimes I wished there would be more care on Europcar's side at the time when the vehicle is returned. My recent visit to Poland was the worst so far. No problems with the car or pick up, however upon my return home I found out, that my credit card was charged in excess of the pre authorised deposit, despite no problems or delays with the return o the car. It took me 2 months to get all my money back with help of the American Express customer services. Europcar's responses to our communications were late and very poor. Thank you American Express, I owe them another review on here.
My partner and I hired a Transit from Europcar whilst moving house, and we were impressed with the prices and the van provided.
The only problem we had, was returning the keys on the following Sunday. No staff were present, and instructions were sparse. Apparently you're supposed to leave the keys in a letterbox?
We did as instructed, but the next day received a phonecall explaining that we were being charged an extra day for not returning the keys on time, and would consequently be repeatedly charged until they were received back by Europcar.
After assuring them that they were mistaken, and asking them to check, we eventually got told that they were stuck in the letterbox, and hadn't been collected properly. Crisis averted, but not a pleasant situation.
Hired a Vauxhall Insignia from them - got it home to discover the front tyres were totally bald - way below the legal limit.
When I called them to tell them that they had given me a car with bald tyres which I couldn't legally drive, they were disinterested because it was close to closing time!
I had to drive it to another branch (they wouldn't collect) and was made to wait several hours in a freezing cold waiting room until a replacement could be found. The replacement was handed over in a filthy condition, unwashed and with an interior covered in fag ash and stank like an ashtray. To make it worse, the tyres on this were also barely legal.
As I had it for an extended period of time I had to take it myself into kwik-fit to get replacements fitted!!
Europcar provide good quality cars at good prices from an easy-to-use and easy-to-navigate website. With hundreds of pick-up points around the country, there's one near you and they always have a very wide range of cars to choose from, starting with economy all the way up to luxury.
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