The upgrade was suggested by the employee herself because the car we ordered had room for 3 large suitcases (and was therefor ordered by us) and the one she suggested did not have enough space. In other words, the proposed car did not match the car we explicitly ordered. So after dealing with the papers, she put the paper, which said you had to pay for this upgrade, between the papers to be signed. So we signed these papers blindly and in good faith as she said NOTHING about the extra cost of the upgrade.At no point was it mentioned that this would have an additional cost. We would have settled this immediately if this was the case and IF we agreed upon an extra cost. The fact that you did not do this until July 26 on your own initiative shows that there was no transparency about this.We also asked before signing the documents whether there were any additional costs and that was not the case (the lady confirmed this))!The deposit on my credit card was released only after my phone on 23 July where I had already returned the car on 9 July. The upgrade was also only taken from my credit card at that time whereas normally it should have been done immediately.This really smells like a scam where they make the customer think they don't have to pay more for their supposedly good service that you pay dearly for. Because I had not booked directly with them, a deposit of 1061 € was reserved on my credit card, which was only released after I had inquired. I called Customer Service 3 times, hung on the line for 15 minutes each time and then put the phone down without explanation. NEVER AGAIN EUROPCAR!We find this way of working unprecedented and unacceptable and we demand a full refund of the deducted amount immediately.We count on the professional handling of this complaint.And so then below you get the standard response europcar gives to everyone on a bad review. Outrageous ! They don't even bother to answer personally. This is probably just a robot giving this answer when a review comes with low ratings !!!
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