We hired a car for 7 days, and while hiring the car they were very friendly, but on our last day when we were heading back to the airport the car wouldn’t start. We tried ringing and it took ages to get through but when we told them what happened they said we had to ring the AA. We explained we were heading to the airport and didn’t have much time to waste but he just said I can’t help. You have to ring the AA if they can’t start it they will organise a pick up and you can follow them to the nearest Europcar centre and they will give you another car. We explained we had a 1 1/2 hour drive and by this time needed to be at the airport in less than 2 hours but he just kept saying I can’t do anything else. We then called the AA who said it could be up to an hour before someone could get to us. Obviously we couldn’t wait around for that. Luckily we were staying close ish to the airport with our cousins the night before so we didn’t have such a long drive that morning. They said they would wait for the AA and we had to book a taxi to take us to heathrow. Luckily the traffic wasn’t to bad and we got there just in time. As we were boarding the plane we had a message from our cousins to say the AA had been unable to fix the car and were just then picking it up to take to the euro car centre. Had we not taken the taxi we would have definatly missed our flight. We contacted the customer services centre multiple times after this and they IF they answered my emails it was not with an apology, I was told in the first response to upload the receipt for the taxi and they would pay it back. I complained about the lack of help and the fact we couldn’t use it that last day so that should be reimbursed to but they just said they had closed the case and could do no more. They then sent us an email to say they would reimburse the full mount and take out the full mount minus the cost of the taxi…. But that the reimbursement could take up to a month for international transactions. Without checking first with us they had taken a further £2080 out on our card leaving us then with over £4300 on our credit card while we awaited the payment to eventually go back in. I emailed 4 times after that money was taken out against our credit card without permission… I asked to speak to a manager each time. I never had any responses from those last emails. I am outraged and disgusted by the lack of support from Europcars, I will never use them again and I am going to write this warning on every social media site I can find.
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