When we picked up the car we said we did not want any extra insurance etc - we did pay for an extra driver. I was asked to sign the form about additional extras, and noticed there was a charge on it of 3 pounds per day - I asked what that was, and was told it was VAT on the extra driver. I foolishly signed - only to see later it was for something I had not requested (emergency travel service - no idea what that is). The staff member had not printed his name on the form (as required) but did sign to say he had explained the extra product to me - he never mentioned it! I contacted Europcar by email the next day (phoning was not getting me anywhere) and informed them of this. They replied saying leave it until you return the car. At the car return they said we cannot help but contact head office again and you will get a refund. In the end they said I had signed and they could not check what was said, so the money was gone - even though I had contacted them the day after to inform them I did not want this (on a 7 day rental).I have the impression Europcar UK staff are encouraged, or at least permitted, to mislead customers and charge extra - and they well get bonuses for this. Not trustworthy at all!Europcar responded by suggesting that I give them "a chance to solve the issue" by contacting their customer service. This is their standard response and sounds good - except I have already exchanged several emails with their customer service dept - they started off offering to help, but in the end said they would not refund the money wrongly charged. I do not expect more correspondence will change that. It was not really a very good service for customers.
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