The pick-up experience was fine except I'd hired a golf ( or equivalent) and none were available, so was supposedly given an upgrade to an MG ZS hybrid SUV. This was the worst car I've ever driven. Gears would unexplainable kick down and brakes grabbed. Very unpleasant to drive. Also, I was told Heathrow vehicle return was open 24 hours. I had a 6.30am international flight, so wanted to drop-off at 4am. Unfortunately, not a sole there except, after much searching the property, a security guard who said just leave car with keys in it. Felt very uncomfortable about this but had no choice. Then the most disappointing fact was the overcharging that hit my bank account with no explanation. My travel agent investigated and after reviewing a very confusing contract, it appears for some reason Europcar charged me for 28 days of insurance, rather than the 17 days of the rental, plus a random licencing fee I'd already paid. My travel agent has submitted a refund request but I'm told it will take up to 21 days to process even if Europcar accept the claim. Europcar need to simplify contract, explain fees and then not overcharge after the event. Also, if the Heathrow returns are advertised as open 24 hours then someone needs to be there to accept cars. Not good enough Europcar. It's little wonder your customer ratings are so low.
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