Review Time
I booked a car online to pick up at Heathrow Airport on the 13th of August to be returned on 18th at 6pm.On picking up the advisor handing me the keys said there was no need for him to come out and check vehicle with me. I was told i "could" take a video of the car next day and send it to them.I was assuming they had at least done a check earlier cos the fuel tank was 6/8 full. I drove the car and returned it 2 hours earlier than planned at 4pm and returned it with the petrol at 6/8In the contract I signed that if there were no issues,mi deposit of £250 would be returned in 10 working days, which meant on the 30th of August 2024 it would reflect on mi account.Today is the 8th of September making it 15 working days and I still haven't received mi money back!They charged me for fuel that was not in the vehicle and are trying everything to keep or cut as much out of mi money.If I don't receive mi full deposit by tomorrow, I'm taking this further and they'll need to compensate me for breaching their own contracts and policy.UPDATE 10th September 2024:I have sent more info through their link, called twice and today makes it 17 working days yet mi deposit was to be returned within 10 days!This company should be shut down period! I can not imagine the tourists coming into this country and having to deal with this kind of broad daylight thievery!
Please be very careful with this company, if you didn’t select the extra insurance then please don’t accept an upgrade. What should have been an upgrade of £5 per day for an automatic cost me more than an extra £500 for a 2 week rental. Blatant scamming their management couldn’t care less about. One day we might find ourselves in an mis-sold PPI situation with car rental companies, karma! Updated to respond to Europcar’s offer to contact customer service:Obviously I did contact customer service several times, I’m just being ignored now.
I made a bad review on Google and they of course replied that I should get in touch with them (again) to try and solve the issue. It’s now been more than a week since doing so, and even though a representative from Denmark (twice) has asked your costumer service team to reply directly to my complaint, nothing is done which is a complete joke, but only proves my point of your costumer service us close to non existent. After all of the hassle Europcar has caused, it’s just been further proven to me that I won’t be using your company again.
Unreliable said 10am on email changed to 12 made me late for meeting. Then to say it’s fine we can collect Saturday or Friday so Friday I can and told yes with you in a couple hours so I’m waiting and nothing. Then no notification to say they can collect till Monday. When one person says I’m responsible for the car the extra time and one says I’m not. Now it’s Monday and I am taking time to wait for collection no idea of a time and I’m certainly not leaving keys for a merc under the mat and being liable. Total shambles start to finish wouldn’t rely on them for times.Edit I called customer services and got disconnected and they didn’t return call and due to your poor time keeping I’ve missed three appointments which I will invoice you for. Your customer services were very poor and I would most certainly never use your company again and you have had lots of opportunities to sort this.
We were provided a car via our dealership due to a fault on our own car. we have had ongoing issues with this car and therefore have a lot of recent experience with hire cars from other companies. our experience with Europcar was awful. First, we were delivered a car without functioning aircon, it took multiple attempts to contact europcar to notify them of the issue. We were passed between the AA, tyre repairs and general customer service instead of being passed to the depot directly despite using the contact number on our reservation paperwork. Once we did get through, they asked us why we hadn't taken it to Halfords to be fixed as if this is something we should have known to do with a car that is not ours?! We should not be responsible for the maintenance on a car that is not ours! when the car was dropped off, we had no paperwork detailing the level of fueling we had received but we made sure all 8 bars of the gauge were full before it was collected. we have been charged for refueling costs. we were also not warned when they would be collecting the car despite being told on the phone that we would receive a message letting us know they were on the way, we could easily have been out or in a meeting. overall terrible customer service and communication, we would never hire with Europcar again out of choice. edit to add: weeks after this hire we received notification that we were going to be charged the insurance excess because the car required cleaning. no way to discuss this over the phone. no idea how this company still operates.
Honestly take a video of the entire car before driving away - time stamped on your iPhone with the date and the time to use when they “charge you” for damage that was already on the car when You picked it up. All they want is your deposit money and if there staff did there job they would at each drop report all new damage. Saved myself £250 when I sent Customer service my video of the car at pick up. Screen shotting the damage I was changed for that was already there haha no sorry just a email stating I was confused about my deposit money …. Will charge anyone who doesn’t take pictures. Heads up!
This was by far the worst car hire experience we have ever had in nearly 35 years of hiring cars in Europe. Two and a half hour wait in 40 degree heat on pick-up, with no water, in their stiflingly hot garage in central Lisbon, which ruined the first day of our holiday as we then missed our connection in the Algarve. Incompetence was literally evidenced by the queue of disgruntled customers stretching back down the street. This is obviously something that happens a lot at Europcar as none of the staff seemed even remotely bothered and just had a look of total disinterest whenever anyone complained. Due to their own total incompetence they then failed to fill the car with petrol and were in such a rush they failed to check the car in any way before we departed. So you'll never guess what happened next, oh yes, they send us a bill for more petrol and for a scratch on the car that they had failed to mark up on their pre-booking sheet. Totally incompetent car hire service
Really poor customer care, have been using them for some time as I rent a car often for work. I kept giving them chances but their in person team kept just saying “email support” support team never got in touch. My account didn’t reflect the benefits I was meant to receive given how many times I had booked with Europcar. Moving to another rental agency. Hopefully sixt or Hertz is better
Booking or reservation number is1178821726Europcar invoice number 100434713817Did everything by book and went there before the booking date to make sure there will be no problems but still they did not provide the car of the right specifications. I was like ok will take whatever but the staff offered a refund and asked me to cancel the booking. They I got charged for one day as if I took the car and return it in the same day and they did attached a signed return inspection by (only one side) themside. When I called the customer service, I went through a long discussion before get them agreed that it is their fault and they will issue (it never happened) the rest of the money back.Then they did not stop there, after few days I got another bill to pay extra fees which is the whole period again, so now I have paid one day plus the whole period against nothing in reality.Let's see if I will get anything back from them
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