Review Time
We hired a car for a weekend break, Thursday to Sunday. On Friday the car shows a mechanical fault to the suspension. The car was removed and not replaced despite over 40 telephone calls to Europcar. We were staying at a rural location and all plans for the few days had to be cancelled. No compensation was offered whatsoever. An incredibly poor and shameful service.
On the 10th of March 2024, I hired a vehicle from Europcar and returned it on the 11th of March 2024 with no issues raised at the time of return. I was surprised to later receive a damage report claiming that I had damaged the vehicle. This report contained my signature, but no damage was brought to my attention when I returned the car, nor was I shown any documentation or proof of the alleged damage at the time. In an effort to resolve the matter, I sent several emails to your customer service team seeking clarification. However, the only responses I received were automated emails apologizing for the delay and requesting my continued patience during your investigation. Months passed without any meaningful communication. Two months after the incident, I sent the following email to inquire about the status of the investigation:----- Dear Customer Service Team,I am writing to you again to resolve the following issue. We have not received any communication except for two messages stating:Dear Customer,Thank you for your continued patience during our investigation.Please accept our sincere apologies for the delay in responding to you, due to the nature of your query; it is taking slightly longer than usual. It is our aim to provide you a full and thorough resolution, including any necessary supporting documentation.We would like to offer you our assurances that once the information we are seeking has been obtained, we will respond to you. In the meantime, thank you for your continued patience in regards to this matter.We look forward to contacting you again in the near future.Could you please advise on the status of this issue?----- Despite my best efforts, this email went unanswered. Instead, I was contacted by Shakespeare Martineau LLP Clients Account, a debt collection firm, which was both intimidating and unexpected, given that no final resolution had been communicated to me regarding the alleged damage. In August, I finally received a response from Europcar stating that "a member of our team will review your query and reply accordingly." However, no action followed this, and on June 10th, I received another email stating that you would not be pursuing any third-party providers and would be billing me directly. As you can see, I have received numerous conflicting and contradictory communications from Europcar throughout this process. This is not only highly unprofessional but also confusing and distressing. Under the Consumer Rights Act 2015, I am entitled to clear and transparent information regarding any charges or claims made against me, as well as reasonable communication in the resolution of any disputes. Europcar has failed in this regard, breaching your obligation to provide services with reasonable care and skill as required under Section 49 of the Act. Furthermore, the Protection from Harassment Act 1997 outlines that it is illegal for companies or third parties to engage in intimidating or unfair practices. The involvement of a debt collection firm in this unresolved matter, without following your own procedures, raises concerns about the fairness of this process. I find it unacceptable that Europcar has escalated this matter to a debt collector instead of adhering to the process stipulated in your terms and conditions. I request that this issue be resolved in accordance with the law and your own procedures.
Stay away from them. Similar to other comments here, they might try to scam you. Don’t be fooled by the competitive prices and brand name - this branch is the worst Europcar I’ve personally experienced.I picked up a car a few minutes before the agreed time which they accommodated. We returned the car 20mins after our contracted drop off time and at the time we were told there’s no issue. However a few days later I got an unrecognised charge from them which they didn’t communicate upfront. Only when I queried it I found out they’ve charged me for an extra day which was surprising considering I’ve stayed within the contractual agreement. In essence they’ll go against what’s stated in the contract to get more money out of you.
I’d give this company 0 stars. Hired a car in Dusseldorf, went to collect from multi storey, no one was there. The car was soaking wet and it was pouring with rain so couldn’t check car for marks scratches etc. on return two blokes who didn’t even work for Europcar went all over the car circling water marks and I specks of dirt, I swear their on commission to get money out of you. Anyway a bill turned up from them 2 weeks later for €1045 to paint a door and bumper. IF YOU GOOGLE IT THIS COMPANY DOES THIS ALL THE TIME, DO NOT USE THEM TELL ALL YOUR FRIENDS AS WELL.
I caused no damage problems with tyre pressure on start of journey but no time toReport.On return told I damaged tyre and front underside bumper all lies no previous pictures never use them again and advise anyone else to avoid them disgusted
Insurance charge added and I was told it was a holding deposit. When collecting the vehicle at the Europcar office, I was asked if I would like to purchase an upgrade to insurance, which I declined and stated I already had Car Hire Insurance.I was asked to supply a credit card so they could hold a deposit and sign arental agreement. When reading the document I noticed additional costs and I questioned it. The customer service representative said not to worry as this was the amount I had already paid and the deposit amount (over £600). I was told that if any damage was found on the vehicle after it was returned or I had not refuelled the car the deposit would be used.After returning the vehicle, my card was charged the additional amount. When I complained, I was told that this charge was for insurance and because I had signed the document, they refused to refund me for the insurance.Complaints made to Europcar and credit card.
Wouldn't give this company even 1 star. Or recommend for anyone to work there. NOT A GOOD COMPANY. Managenent I worked with turned out to be UNTRUSTWORTHY & DISHONEST. Worked there for nearly 11 years & the supervisor, (or manager as she calls herself). BREECHED MY DATA, CONFIDENCE & TRUST in July 2019, which caused harm to my family, I & damage to my property. Didn't realise she was friends with a fraudlent roofer, (I had unfortunately given a job to, to have my full roof done). Higher manager, who should treat all staff equally, is a close friend of the Supervisor, so wasn't really interested in my complaint. I could not stand working with the supervisor.I now work for insurance where breeches are taken very seriously & staff are constantly screened for honesty - people in the new company I work for, have no hesitation in whistle blowing - couldn't put the correct date in so took the oldest date....Iin response to your reply, EC - pass it to HR which is what should have been a choice given to me & not a comment 'I know her & she's not like that, I can speak to her if you want' - with what happened... I will never forget the manager's words or the supervisor's attitude.
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