Review Time
Absolutely shocking customer service from such a huge company! Hiring a vehicle through directline insurance and motability.... absolutely zero communication with any local branch and absolutely no resolution to a request to change a vehicle due to a medical need. This has led to the cancelling of a family holiday and my daughter being left house bound by the sheer lack of interest by europcar. I hope nobody has to go through this, it has been nothing but sheer frustration and complete disappointment. Never again will i use this company
They are cheaters. At least the manager Evan from Europcar Glasgow Airport with whom I signed the rental agreement. When renting a car I never pay for full coverage because I have more than 20 year driving experience without any accidents. In July 2024 I rented a car for 10 days in Glasgow airport for 162 pounds (which was a good deal). When I signed the agreement the manager asked me whether I want to add full protection. I said ''no''. He said ''Ok, then we leave your booking as it is and I only need a couple of signatures from you´´. That's quite standard when you rent a car. I did not expect any cheating or fraud (I rented cars in Europcar many times before) and signed the agreement without careful reading. At the start of the rental period I was charged exactly the total I expected (and therefore I did not suspect anything) but after I returned the car I discovered that additional 314 pounds were charged from my card. I contacted customer service but they told me that additional money was charged for additional optional product according to the agreement that was signed. And they appear to be right because I really signed the agreement! Of course I should have been more careful, but I believe that's cheating when a manager adds an optional product worth twice the rental price saying that he leaves everything as it is. Please be more careful when you meet Evan from Europcar Glasgow Airport!
SCAMMERS!!!!The company offers the cars that are not available! We booked the 7 seats car through 3rd party comparisons website, we proccessd with the booking, bank account has been charged and we received the email next day about the cancellation and we need to wait for the refund 14 working days!! We have checked again directly on the Europcar website the car is still showing avalible. This should be updated to stop confusing people. Stop charging people for the cars you can't offer!
We had 2 hire cars included in a holiday booking but when we arrived changed that to 1 larger car. The branch then offered us free full insurance for the larger car as a trade off.When we returned we were then charged over 400 pound for the insurance we were told was free. When I queried this, I was told it was my word against the branch and therefore they couldn't refund it as I had signed. The document was all in Portuguese and therefore I wouldn't have been able to read it to understand. I was also then told there was no appeal process. Saves them the cost of a car for a week but changing to 1 even though we had paid initially for 2. Wasn't refunded the cost of the second car but instead conned out of a further 400 pound.Absolutely shocking service amd complete scammers
I have hired a van, for business, from europcar for a straight 3 years at the warrington branch. I have never had a problem with their service. On the contrary they have always been excellent! They were always very efficient, helpful, friendly and very human! Every where else I was always treated like a number but not at the warrington branch. Anyway, I would like to thank Michelle, Carl and Robert for their great service and help over the years. Thank you again from Mr D. Belhiteche
i would give Europcar no stars if i could, absolutely shocking treatment!!!!Took our money, cancelled our car, and then trying to refund far less money than we paid, now we cant take our grandchildren on holiday due to their cancellation like this!! and then says up to 14 days to return the money! beyond shocking! DONT TRUST OR USE EUROPCAR EVER!!!!!
Do NOT trust the agents at the desk in Stansted. I was conned into signing for a completely unnecessary and unwanted upgrade for £248 which doubled my initial booking cost!I was alone with two kids and plenty of bags after a tiring journey and the agent took full advantage by dismissing my concerns and questions and talking as fast as possible until it felt rude to keep asking him to slow down. When I tried to read what I was signing I felt stressed and rushed because I had two kids and all our bags to keep an eye on and had not understood at all that I was signing for an extra cost or a paid upgrade. I was under the impression that this car was what was available. The car had a big dent in one side so when I went to collect it I reasoned this was also why I’d been allocated a very different car to the one I’d booked. Clearly I was wrong.Yes I signed the forms. Yes I should have pushed harder for clarity. But I have never experienced anything like this with car hire previously and was not expecting someone to behave this immorally. Terrible terrible customer service.
Hired a van which was meant to be a renault trafic size. When picked it up was told there wasn't one.Offered a smaller van or one much too big. The smaller van was ok but only just managed to fit in what I was collecting. Also van was a bit cramped for 3 people.Went through Dartford crossing and paid,I put in wrong digit,got email from Europcar saying I hadn't paid.Sorted it out with Dartford and paid. Now Europcar want £80 for sending 2 emails which is more than the van hire. Rip off ! When you ring, put you on hold and then cut you off. Will never use again !
The rented me an MG only to find that the alarm on the MG never stops going off. All night. All day. When we rang they pretended they had no idea what the issue was and that we needed to take it to a garage. Two days later when the garage opened they said to take it back to Europcar. At this point I found several people online complaining about the alarm on MGs from Europcar. At Europcar they pretended to not have any knowledge of this issue until is showed the other people online with the same complaint. They then admitted it’s an issue when their geo tracker on the MG. They disabled it and I had no more issues. When it returned the car (to a different office) they said people complain all the time and that the company doesn’t do anything about it. They know the MG will set off an alarm 24 hours a day and still rent them out and each time pretend to have no idea why!!!
Post updated at end of this following the Europcar response below:After a 3 hour delay to our flight into London Stansted last night we were told our pre booked and pre paid for car class was no longer available. We were offered a smaller class car at the original cost or a larger premium car at extra cost which is a lesser service than I have received at other car rental companies, but not the cause of this low review. To justify our car not being available, the staff member presented a rule about booking only being held for 1 hour, which we cannot locate in the T&Cs from our booking agent or Europcar’s own. Note for anyone with a booking already, in reading some FAQ pages there is the recommendation to add flight number (which we had not as we had not trawled through all the FAQs). So recommend anyone reading this to make sure flight details are submitted. But surely this should be front and centre in booking process and also the T&Cs? However our experience continued to worsen as on leaving the yard we saw the type of car we booked being given to people after us in the queue by the same member of staff who had just served us. They had also had flight delays and had been told their booked car (again a larger one) was not available despite their being several others in the yard. They were also offered an upgrade to a premium car. Numerous other people in the queue (we were waiting 45mins) also seemed to have issues.So it appears as though Europcar Stansted are giving people the run around claiming car are rebooked but are just chasing upgrade fees.The smaller vehicle does not fit our family and luggage so we have to make further arrangements. It is a sour experience on arrival in the UK for a holiday.We have contacted Europcar through their website and will update this post when a response is provided. - - - - - - - -Additional comment following the Europcar response below. As per the paragraph above I have already contacted you which was using the same link as you have provided below. I look forward to your response quicker that the 7 days suggested in the automated website response we received.
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