Review Time
On arrival, we were told that the car we had reserved was not available and we would need to upgrade to get an equivalent. To be offered a car for €80 a day on top of the money we had already spent was insulting. The courier then proceeded to run through all the insurance options recommending another €480 to be spent which was more than the booking itself. Why is insurance not included in the hire cost? We were then told that the car had no scratches or dents on it. However, on inspection in the daylight the next day there were four significant scratches and marks on the car which I then had to phone to report, why had this not been picked up already? The whole experience has put me off hiring a car again in Europe again and I will be warning others of how poor the experience with Europcar was.
Hired a car from Luton airport and forgot some items inside on returning it which went 'missing'. Absolutely unprofessional organisation whose phones are not answered so we had to physically go to the office (several hours drive round trip) to enquire. Don't hire from these people - their after service is non existent.
I've been a regular customer for 15 years, at the same branch, I know the staff (who are brilliant). Never had any damage or problems with my hiring. I booked a car online so I could travel to my Dad's 80th birthday. Booking confirmed and money taken from my account. I relaxed knowing everything was sorted. Then THE DAY BEFORE I was picking the car up, I got a call to say I couldn't pick the car up as I've failed a credit check??? That it was a new company policy to do a credit check. I haven't got bad credit, but I was advised to ask experian why I might be refused. Not much good the day before my dad's birthday. I didn't have time or extra cash to book another car...I missed my dad's birthday. Worst thing is I can't find anywhere to complain, they make it so difficult. Upsetting to be a loyal customer and get treated like this... and miss an important family occasion because of a stupid company policy.
Went to collect car at LHR & decided to take excess insurance to reduce damage excess. Quoted 27pounds/day ended up paying 46pounds a day as they also added other insurance like personal effects breakdown etc. I verbally confirmed before signing hand held device as could not see any financial info. Customer service person confirmed 27 pounds a day & said contract would be emailed to me. After I returned to Australia contract was sent to me. Very Very expensive way of hiring a car!
I pre booked a car from Europcar in August twice. On both occasions we did not get the car booked but a "similar" one. As I felt I had booked many weeks in advance this could have been honored as we had a lot of luggage and needed the car that I booked. The staff behind the counters gave the hard sell which would be intimidating for a lot of customers and visitors to UK. I did not want all the add-ons and I mean all the add-ons so was firm enough to say NO! Otherwise this could amount to a huge extra cost which was not shown in the original quote. Honestly it just got ridiculous. As I was dropping the car at one airport and picking up from another this was also an additional 45 pounds each time. The car belongs to your company what does it matter where its dropped off. I was not informed of this in original quote. When we were offered other cars as they could not provide the one we wanted it was all at an extra cost per day of course. When we went to collect car at Gatwick the man in the booth grunted and pushed the keys across the counter and just pointed saying " You will find it down there". Great customer service!! No instruction given either time on the cars.A special mention to Leah at Gatwick who tried very hard to be helpful but unfortunately she works for a hard sell company who rates customer service very low.
Do not rent from this company. They will conveniently neglect to inform you about London's congestion pricing scheme and then send you insane bills after the fact with fines for nonpayment, (90 GBP!) plus penalties and their own exorbitant fees (40 GBP per incident!). When you question why they made no mention of this ahead of time when they know full well that you are a foreign national driving in the area, why they made no effort to help you prepay or advise on how to pay, and why their cars are not registered for autopay to ensure their clients are protected from daily fines, they will tell you dismissively, "...it is not Europcar’s responsibility to make you aware of the London Congestion Zone or its charges."By comparison, other companies routinely take care to go over the entire scheme in detail at the rental counter and then they offer you a means of prepaying to guarantee you will be not be subject to fines and fees. Europcar would rather sweep it under the rug, hang their clients out to dry and then charge you crazy fees.UPDATE: After being contacted by Europcar and invited to take the matter up with Customer Service, they did absolutely nothing except waste more of my time and send me another denial filled with corporate speak, back peddling, refusing to take any responsibility, pointing to fine print, blaming the client and other insulting lip service.
HeathrowOur first hire was fine everyone very nice. Brand new suv had no damage returned without incident. Our second hire a week later was not so good. We were given a well battered yellow BMW with all damaged listed on the agreement, I double checked with the desk before we left. On return, as is the way we were in a dash to get to the airport. The guy looked at the wheel hub and said that's new damage. I said no look it's listed on the rental agreement right there its old damage, and gave him the agreement. Also told him I'd checked it with the guys it was listed before i took it out. HE DID NOT LOOK AT THE AGREEMENT AND KEPT OUR PAPER RENTAL AGREEMENT (my second mistake). My first being that i didn't think it necessary to take pictures of the damage as it was already listed and checked. He then took photos and put them on the release which he insisted I sign. I asked if he would verify with the pictures from previous hirers so he could see it was not my doing, he mumbled something which I assumed stupidly was a yes. Now two months later I've just received notification I will be required to pay for the damage. I regard this behaviour as down right dishonest and disreputable and will never hire from them again. Good lesson in how to ruin someone's holiday memories. Thanks but never ever again.
I have used Europcar five times in the past without issues and it has been easy - including abroad in Turkey (where we had to wait 25 mins for the guy to come back from a toilet break, but didn’t complain). Foolishly, I trusted the company and I made a booking weeks ago for a van to move house. The day before I'm due to pick up the vehicle, they have called me to say there are no vans available. They would have known this days in advance and I could have looked into getting something else.They called me in the morning, but I did not answer in time. I called back, only to be on hold for 30 mins, after which I gave up because I'm currently still working and had a meeting. They called me again just now at 14:30 to inform me about the van with a very weak apology. I am shocked and absolutely furious after the blasé phone call I received from the Park Royal (London) branch to inform me of this. I've worked in customer service and the apathy at the other end of the phone was tangible. The guy I spoke to was giving very general statements about availability at other branches and wouldn’t even check to see if there were alternatives elsewhere. Again, I’ve worked in customer service, I know most people making these calls - especially from physical stores - are unlikely to be passionate about the work. However, it doesn’t justify a thinly veiled attitude or the dismissive way I was dealt with. It doesn’t matter how many people you’ve had to let down about vans, every customer should feel heard.They offered an alternative, smaller vehicle, but frankly I don't think that's good enough. Having looked into the size of the replacement vehicle following the call, it’s not suitable for what I need. After getting off the phone, I’ve realised this vehicle will definitely be too small. However, because it’s too short notice to cancel online without paying their £45 cancellation fee, I called the customer service team again. I’ve added a star onto this review solely for the fact that this person - the third person I’ve spoken to at Europcar today - was actually very helpful, polite, and cancelled the booking without charging me. I didn’t get his name but I appreciate that he made this easy and painless, as I was really very angry.I am not someone that usually kicks off or writes bad review. However, I have made this account specifically to write this review. That is how angry I was following the phone call from Park Royal branch. You’ve lost a loyal customer to Entreprise - who are more expensive but I’ve used them before and never had an experience like this one. Shame on you Europcar, do better and train your in-store teams in customer service.
Ref 20694113-didn’t tell us on phone had booked an electric car (unsuitable for rural France)- charged a lot to ‘upgrade’ at Lyon airport to an inferior (manual) and smaller petrol car as replacement - nobody in position of responsibility to talk to at Lyon airport -still waiting for response to email sent to French customer services on 31st July-really disappointing customer service -But, staff at Lyon Vessieux really charming and helpful and as it should be! Please contact me asap to let me know what’s going on!
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