Edit 26 May: It is impossible to get hold of anyone on the phone or via email. It all looks professional but there is ZERO customer service. Do not go near this company.For a 6 day hire my bill so far is gbp 400 plus deposit. I feel totally ripped off. I have not been able to drive the car because a tyre had 2 holes in it and no one was interested in resolving the problem. I have been stuck in one place waiting for repairs to be done. There was no spare tyre. I went through Rentalcar.com which is a broker. I was in a difficult situation and had to hire in a hurry for a next day, Saturday, start. I requested a Leeds city pick up and Manchester airport drop off on Thursday. I was charged 233gbp, then 85gbp extra when I went to pick up the car because the ‘different drop off location’ had ‘dropped off’. Plus a deposit which was ok and expected, if large. There was another extra charge for road usage when I picked up the vehicle. Prices are advertised in GBP but my UK credit card was charged in NZ dollars - I’m using an NZ mobile phone and drivers license but there was no obvious option to change the currency quoted/charged in. So then the insurance cover was added - the wording strongly suggests you need their full insurance offer. This was £65 for 6 days. Charging my UK credit card in NZ$ incurred four times unnecessary conversion fees. By now I’m committed and don’t have time (or energy because I’m dealing with a family emergency and really need a good reliable car, right now) to find another supplier so accepted the deal.I booked a 10am pick up. There was a 15’ wait before being able to begin completing the paperwork and pick up the car. The car itself is ungroomed in the interior, and didn’t drive well from the get go. Shortly after leaving the pick up point an alarm appeared saying ‘tyre pressure low’. I did not have time to deal with this immediately. When I called Europcar (the end supplier) two days later, by which time the wheel alignment feels obviously wrong, I waited a very long time for an answer and was eventually shunted through to someone who turned out to be the AA who came out to check the car through their breakdown service. Whilst the AA is always great, I could have called them on my own membership and saved the 30 minutes + waiting for Europcar to answer. So at this point I had no usable car (for which I’ve paid a very expensive total hire rate) and was stuck waiting for a roadside rescue service to help me out with ‘my’ problem. The AA turned up as promised an hour later, removed a nail ‘which has been in there a long time’, did a temporary fix so I could get to some local appointments early the next day (having by now not been able to get to that day’s necessary hospital visit and run other urgent medical-related errands), and booked a new tyre service Kwikfit who replaced the tyre the next day. They found another nail in the tyre and let slip that poor quality tyres on loaned-out vehicles are a common problem with Europcar vehicles. The worst part of this is that Europcar do not answer the phone and even when they do couldn’t give a damn. When I did eventually get through to a customer service agent she was smugly rude by just meeting my concerns with deliberate silence. She finally put me through to ‘the local branch’ (an ad loop telling lies about how great Europcar is) which clearly no one answers) where I was on hold over 30’ before I gave up. Worst customer experience ever. Will never use rentalcar.com or Europcar ever again.
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