Review Time
I rent a car in Spain, and they give me a CNG car which they didn't tell me it was CNG when I get back the car the petrol was full and they charged me 150 pounds extra because they said it was not full.. I'm glad I take a picture but so disappointed the workers don't know how to do the work and the company just want to charge money from the gasoil.
Having checked online for companies open on a Sunday I found the local Europcar. Booked and paid online including two out of hour charges for collection and delivery days. Received an instant confirmation number but didn’t noticed the disclaimer that it could take up to 8 hours to confirm my booking even though it was booked to collect two hours later. Arrived at the office to find it closed for the day. Contacted customer service who then said that they would not be accepting my booking as they were closed Sundays. In this age of technology a computised system should not be able to book something that is not possible to deliver. In addition payments taken cannot be returned to me for 3-10 days. In this age of technology this really is not good enough.
We have been charged with additional insurance we didnt ordered, and my personal data(email and phone) in the agreement were filled with false data. I can see simillar cases happened to others lately so I warn you. Details:We had 2 identical reservations. On the airport when taking the cars one of their workers tried to scam us on additional insurance for one reservation, but we didn't approve this cost and we were finally charged only with 100 GBP deposit per car as it supposed to be. After coming back to Poland the deposits disappeared from the card, but day after charges fro 100, 100 and 290 GBP have appeared. For one reservation there was no invoice sent to the e mail. It took over a week for the customer service to sent It even tough I have sent them my agreement as attachmenet. It occured there is additional insurance for one reservation we didn't ordered. I explained the situation from the airport, placed a complaint on that worker and demanded explenaition, but they haven't responded. Even though I have sent 3 reminder e mails regarding no response there was still silence. I decided to open new case on customer service and after couple od days thay finally replied that the costs are valid. They have attached their version of the rental agreement. It occured that in "Personal data" there was some number to Switzerland (I am polish) and some dummy e-mail adres written in different handwriting then mine amd which I dont have on my copy of the document. That's why I haven't received an invoice on time I was still in UK. What's more there was additional page of agreement with "additional optional products" I haven't received from the worker and don't recall signing it. The customerservicesuk...europcar.com worker ignors my questions and demands for explanation, often being silent for days, only to reply that the charges are valid, ignoring the rest of the correspondence.Scammers! Don't trust this company.
This is the first and only time I have/will use Europcar in the UK, when picking up the car I took out tyre cover and for the last 2 months I continue to getting emails, invoices to cover a new tyre, which I have explained multiple times, this was covered, check the policy but they still keep coming.
Confirmed Booking for car to be delivered at home on Saturday between 9 and 12. Wait in all morning. Receive phone call from Europcar at 11.09 but I was on the phone to the AA. Returned call 3 minutes later, told to press option 3 then 2 for Northampton office. 15 minutes of hold music then disconnected. Tried that 4 times, call not answered. Got a lift to Northampton office and told my car has been given to someone else and booking changed to Monday because “obviously we have a waiting list” Asked why I had been waiting all morning for my car and why they do not answer the phone. Met with a blank expression from the 2 staff. Told I would get the car on Monday. Told them that was useless to me and they can’t operated like this. Informed them to cancel booking. Shocking way to treat customers. Would prefer Zero stars.
After checking availability online I called to confirm availability of the car at Oxford (Littlemead). They confirmed and I booked & paid for pick up 2 hrs later. But after arriving at the branch they said they had cancelled my reservation as they have no cars. Even though I had checked online and on the phone. I spent £65 to get to the branch and back as this was my closest branch with availability. It’s completely unacceptable the call center and website would accept a booking. This is misleading and irresponsible. It’s not a human error or one off, I asked staff in the branch and nearby companies and they said it’s a regular occurrence. Now I have to wait 28days for refund and still have no car.
A disgraceful and dishonest company. How is it the customers problem to inspect the vehicle (with a fine tooth comb as it turns out) to record any damage. You hire a car in good faith, I drive it carefully and respectfully as I would my own car. Then you get €742 taken out of your deposit for a mark that you can barely see close up yet the representative after looking at their phone/tablet went from the front of the car straight to it. Then quite cleverly made sure I didn’t have a photo of it before saying he would have to submit a damage report. Shame I can't post a photo the mark virtually disappeared when I gave it a quick rub with a damp cloth. I know a bit about car repairs and this would take less than 30 seconds with the correct polishing compound s where have they got €742 from? They are just making it up – its criminal and a money making racket. The rep even told me all repairs are done at the end of the vehicle life before they sell it on so it hasn’t stopped it being hired out again, the fact that the car handbrake operation was very poor was not even noted when I mentioned it.It is a total scam and I thought Europcar was one of the bigger better companies, obviously not!We were given a 80,000km Yaris in dark metallic grey with a lot of marks on it, how are you supposed to record every little defect on a dull day in a car park when you want to get on with your holiday? I wrote down tried to report further damage and was just told by their rep to go and photograph it. Yet when you return the car you are told it has had 3 inspections before it is hired out again, so nothing could be missed, yet I found several defects much worse that the mark in question that were missed, so the car has not been thoroughly inspected prior to hire. I will be talking to my credit card company and making a formal complaintRef 2347856
I paid in advance in the UK for the vehicle, but on arrival at Palermo Sicily was bombarded with the usual sales additions, however I thought the"fuel tank option" was a good idea as it was explained to me, and that was for a fee 87:84 Euros I could return the vehicle with only the fuel used they would fill it up @ 1:73 ppl. As I was returning for very early flight home, and after asking three times was this correct to "only pay for fuel used" I opted into the scheme. This was an untrue statement by the salesperson, I have been deducted the full 87:84 Euros from my card even though the vehicle was returned with 3/4 tank of fuel.My response from Europcar was "Our Terms and Condition state Europcar car will not reimburse you for unused fuel" which is correct, but this was NOT made clear to me at time of purchase and TC's must be downloaded anyway. Who does that in a long queue at a busy airport??Avoid
Exceptional Service from Viorel and his team at Europcar OxfordI recently had the pleasure of renting a car from Europcar in Oxford, and I am delighted to share my experience with their service.We required an upgrade for our rental as we were attending a wedding and needed to drive a considerable distance. The team at Europcar Oxford, led by the exceptional manager Viorel, went above and beyond to accommodate our needs. Their consideration and understanding of our situation made a significant difference, and we were incredibly grateful for their flexibility and support.Viorel and his team demonstrated exceptional customer service, ensuring that we were comfortable and satisfied with our vehicle. The upgrade provided was perfect, making our journey smooth and enjoyable. The professionalism, efficiency, and friendliness of everyone we interacted with were truly commendable.I highly recommend Europcar Oxford for anyone in need of a reliable car rental service.
If I could give zero stars I would.I booked and paid over the phone. The customer service agent did a reference check and then took my payment. Surely at that point before paying I should have been told if there was an issue and therefore no money taken. Had that happened, I would’ve had sufficient time (and money) to source and book a van elsewhere.Instead, Europcar tells me on the day I’m moving house when I go to collect the van that my booking has been declined and furthermore now has my money until the refund is processed.How is that process designed to be customer friendly? An already extremely stressful event was made even more so by this process. I was left with no van, no access to my payment and to be frank, rude staff who were more concerned with what time they were going home.A friend then attended the branch to book the same van only to be told they had none (despite me clearly seeing availability on the app and website)The whole process caused me considerable stress and anxiety and I honestly feel that Europcar could’ve done better.
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