Review Time
Rental car broke down due to poor maintenance. I contacted for help and the aa was sent out. They deemed the car unroadworthy and towed it away. I had to get a taxi to the nearest rental place and collect a another car. On arrival I was refused another car for not returning the previous car. I said you collected it as it wasn’t road worthy. They said that I have taken the car and so am not allowed a new car. 4 hours of waiting and I was given a new car and I contacted to make a complaint and was hung up on.
The company then found in my favour and asked for receipts for taxi and the rental. I was refused a refund on the basis that they don’t accept that they should refund me and then they ignored all further communication.
Suddenly I received a damage bill and 6 days later they found damage but it was all from me. I sent photos of no damage on the day returning the car in their carpark. It was deemed insufficient evidence since they have found damage. I said yes but that is 6 days later and they said that the car is technically still in my name until they check it in therefore the cost is mine.
Bvrla got involved and they gave me £20 but costs were around £70 so it is with the courts
I am a Motability customer and my car broke down. A replacement vehicle was arranged through the RAC and Europcar were supposed to deliver within 3 days. This didn't happen. It proved absolutely impossible to get through to Europcar on the phone and none of my messages were acknowledged let alone replied to. The RAC then told me it could be 5-7 days before I received a replacement vehicle. The dates and times kept changing and still I got no response from Europcar. My mother's funeral was within this time period and I had no way of getting there. Eventually I had to hire through another company who literally replied to my request within 20 minutes. I have been very pleased to hear that Europcar's contract with Motability is not being renewed!
I booked and paid online for a van with Europcar and received a confirmation, so I reasonably expected the vehicle to be available. Instead I was called the next day and told there were no vans and my booking could not be honored. This is unacceptable from a company that has already taken full payment.
To make matters worse, I was informed that my refund could take 3–14 days, and in some cases up to 28 days. It is completely unreasonable that Europcar can take my money immediately but expects me to wait weeks to get it back after failing to provide the service. This has caused unnecessary stress, disrupted my plans, and left me out of pocket while I still need to find another van. I am extremely disappointed and will seriously reconsider using Europcar in the future.
I was recently frauded by the guy at the desk in Gatwick Airport. Despite i clearly stated I didn't want any additional insurance, I was charged 200 £. I didn't realise initially since I was in rush...very unfear behaviour. Asked for a refund but didn't receive any feedback. Also they refused from me UK mastercards. Will avoid this company from now on.
DO NOT USE.
Made a booking for what seemed a reasonable price and then got hit with significantly higher fees. Then was charged a cancellation fee. Finally just saw that I have been charged twice so having to go through their terrible customer service to try and arrange a refund. Terrible business.
Absolute farce from start to finish! Motability courtesy car requested by insurance. Specific accessibilty and vehicle type requirements advised. Took them 8 DAYS to deliver a car, that was the exact opposite of what was requested. Calculated that in a week, I spent 15 hours on the phone trying to reach them. Not ONCE did they answer. Ended up having to accept any vehicle, in ordrer to be able to finally leave the house independently. Spoke to them yesterday to arrange collection of courtesy car. Agreed on a 12pm collection. It is now 5.07pm and still no sign of them. No phone call. Nothing. Rang them and have been told I'll have to wait until Monday now, as branches are all closed. Sat in waiting all day for nothing. Completely unacceptable from every perspective. Would give zero stars if that was an option. Disgusting.
This is the worst company ever.
They gave me a faulty car that it stopped in the middle of the road risking my life and others. I tried to ask to help me in any way and they just shut me down. I say to everybody don’t ever rent from them cos they just try and charge for stupid stuff and if anything happens with you believe me guys they don’t care at all so keep this in mind. My worst experience with them and the worst costumer service ever. Shame on them
Do not use, we went to Italy in September 2025.
On the evening of the 03 09 2025 after our flight, me and my partner arrived at the Europcar desk in Milan airport, I waited in line until a lady who didn't speak much English asked me to approached the desk.
As the car hire was all booked through my holiday company EasyJet, I had already been told what to expect and the price had already been finalised. I gave over all the relevant paperwork and the lady processed it on the computer I was then asked if I wanted to take out the extra insurance which I declined as EasyJet had made it clear that this wasn't necessary and it was just a way of charging me more money. I was then asked to give a holding credit card over just in case of any damage to the car whilst in my possession, I did this and it was authorized and the amount I was asked to pay matched the figure on the EasyJet paperwork. After this I was asked to sign a digital pad which I believed was for the credit card payment and what had already been agreed when hiring the car though EasyJet. I was never made aware or given the opportunity to find out that this may have been for any other contractual agreement or purpose.
After I had signed the digital pad the lady went away to get us the keys, at this point there seemed to be a bit of confusion and her and her colleague seemed to be taking their time and were searching back and forth. After a few minutes they came back saying and asking "you wanted a sat nav", which I replied "yes" as this was pre agreed and paid for through EasyJet. They went away again and came back with a set of keys and implied that this was the only car available at this time without actually confirming what the car was, so I took the keys not knowing what the car would be or even if It was right for our situation. As these keys were freely given to me and the paperwork had already been signed, I was made to believe that the contract and the amount paid would be the same. At no time was I made aware that this would be deemed an upgrade and presumed as it was their fault for not having the correct class of car for us. At no time was I asked about this or required to give further consent or payment to hire the different car. If I knew this was classed as an upgrade then I would have refused.
When we got to the car in the parking lot, we realised that this car was much bigger than the Corsa we had requested as it was a BYD Seal hybrid car. Me and my partner assumed that this was the alternative car they had given us and at no extra cost as the one we had paid for wasn't available, by this time is was very late and we just wanted to get to our hotel in Milan before midnight.
On the day of our return flight, we filled the car up with fuel and give the car back to a very helpful lady and she checked every thing over and informed us that all was fine and we should get our full deposit back in the next 5-10 working days and no more need to be done. Within 5-10 working days the holding charge was fully removed from my card and had disappeared from my transactions so I believed this was the end of the matter and all was square. A week or so later I was going though all my transactions that I made whilst on holiday and to my surprised I found this payment which I never agreed and what was even more concerning was it says it was a chip and pin payment made on the 11 09 2025 where I would have had to physically punch my pin number in to process this. I made no such transaction as we were travelling home throughout this date. I contacted my bank and even the person I spoke to on the phone was confused and concerned how my chip and pin was used without my knowledge and not by myself, so I was instantly refunded the money. After almost 1 month I had an email from Lloyds saying Europcar have disputed your claim and have shown evidence I agreed to pay almost £100 extra on the 11th. They had a digital signature and chip & pin card payment which was from the 3rd not the 11th but somehow they had fraudulently copied it over and dated it the 11th. My bank are now taking back the money and (Lloyds) have ignored all my emails and refused to even communicate with me further. So in my eyes fraud has been committed but as this was in a different country and europcar have showed made up evidence, Lloyds have just accepted this and not tried to help one little bit. I will never use Europcar again and I am also looking at changing the bank I have been with since I was a child, over 30 years. To make things worse (but this isn't exactly europcars fault) last week we received a email from europcar saying we are being fined but Italy highways as we failed to pay one of the toll roads, even though we have evidence we paid and you cannot physically use the toll unless you pay, as the barrier will not open. Apparently in Italy they can take up to 1 year to make people aware of any driving offences. This is laughable.
My experience with this service was incredibly disappointing. I made a reservation through their website, but upon arrival, I felt treated poorly. Despite paying for extra insurance during my booking, when I arrived at the local rental location, I was informed that the additional coverage I purchased was not recognized by them. They suggested that if any issues arose, I would be responsible for dealing with the website for reimbursement. They even implied it was my fault for opting for the lower-cost option. I needed a vehicle, so I reluctantly proceeded and paid £92 for a three-day rental. However, I was given a different car than what I had originally booked. I had no choice but to accept it, but as soon as I drove off, the car felt unsafe and pulled significantly to the left, prompting me to return it. After returning the vehicle, I was only refunded £36. The staff were unhelpful, the internet was down, and the entire situation was chaotic and embarrassing. I strongly recommend steering clear of this service!
Completely unacceptable experience! I have had four consecutive rentals from this service (local branch) and for the first three, I did not receive any of my deposits back (my accountant pointed this out) and we are well beyond the service’s return window! On my fourth rental, there was considerable damage to the vehicle, which I documented thoroughly! I was informed that someone would reach out to discuss the issue… I thought that was reasonable and didn’t think much of it. Did anyone contact me? NO, they just sent me an invoice despite my submission of all the evidence. Now, I have received another email stating I have two weeks to pay the invoice. To sum it up, these individuals are dishonest.
They are quick to collect money from you for fines, but when the tables are turned, they do NOT respond! I recommend using a different rental service that is nearby; they have been excellent!
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