Review Time
Terrible company; their Call Centre agents just lie and don't take ownership, their Bolton branch is a joke, they just ignore their calls, when I spoke with them in Jan 2025, they couldn't fulfil a request from Directline (I had had a car accident), as they said "All our cars are in Scotland, we don't know when we can source a hire car for you" I lodged a formal Complaint, which was handled so, so unprofessionally! If I could give them zero stars, then I would have done. PLEASE STAY WELL CLEAR OF THIS COMPANY.
Terrible experience with Europcar, car wasn’t ready on collection, dirty inside and outside, missing fuel cap, maintenance light on dash board, had to call the AA, then received an invoice for £120.00. Customer service made it sound like I made the whole thing up.
After posting a review on Trustpilot, I was invited to “give us the chance to solve the issue by providing more details.” I hope this email outlines my concerns clearly and helps you understand the level of disappointment I feel regarding my experience.I booked a van online on 8th January, specifically requesting an early pick-up at 7 am. I paid an additional fee for this time slot as I needed to meet a strict schedule to offload at an exhibition. The payment was processed successfully, However, I never received an email confirmation. Fortunately, I took a screenshot of the transaction, which I have attached for your reference.The day before the pick-up, I contacted customer services to confirm my reservation and was assured that my booking had been processed and the van would be ready at 7 am the next day.On the day of collection, I arrived at the Enfield branch promptly at 7 am, only to find the branch closed. I waited outside until someone eventually arrived at 8 am – an hour later than expected.I explained to the staff member that I had booked a van for 7 am, only to be told that "this never happens." Eventually, I was given two options: continue with the booking and contact customer services later or cancel the reservation and rebook on the spot. Already behind schedule due to the delay, I chose to continue with the booking.The issues didn’t end there. I was provided with a van but had to wait for the windscreen to clear as the branch had run out of de-icer. Adding to my frustration, the van’s dashboard display did not clearly indicate how much fuel was available. This only became a problem during drop-off when I was informed that I needed to refill the tank. I incurred an additional cost of £35 for refuelling, which seemed excessive given the distance I had driven.Throughout the day, I attempted to contact customer services. On my first call, the agent hung up on me. On my second attempt, I was told there was nothing that could be done.In summary, I am deeply disappointed with this entire experience. From the lack of professionalism displayed by your staff to the failure to provide basic services (such as having the van ready at the booked time), every aspect of this booking was poorly handled.Furthermore, the additional £35 refuelling fee and the absence of any apology or meaningful resolution from customer services have left me questioning your commitment to customer satisfaction. I expect a full refund of the additional costs incurred, along with an explanation of how you intend to prevent such issues from happening in the future.This is the response I got from Customer services.Thank you for contacting Europcar customer services in regards to the reservation xxxxxx and for taking the time to share your experience with us.I truly apologise for the frustration and disappointment you encountered during your recent rental. I fully understand the impact that these issues have had on your schedule, and I am genuinely sorry for the inconvenience caused.I deeply regret that the van was not ready at the agreed time, and I recognise the importance of punctuality, especially when you had a tight schedule to meet. I also apologise for the lack of acknowledgment from our staff and the difficulties you faced with the windscreen and fuel gauge. This is certainly not the level of service we aim to provide.I am pleased to inform you that I have refunded the extra 60 GBP fee you paid for the early 7:00 am pick-up. The refund has been processed and should appear in your account up to 10 working days.Please know that your feedback is important to us, and we are taking it seriously. We are reviewing our processes to ensure this kind of situation does not happen again in the future.Once again, I apologies for the inconvenience and stress this caused, and I truly appreciate your patience throughout this matter. If you need any further assistance or have additional questions, please do not hesitate to reach out. I am here to help. Regards,Europcar UK Group | Customer Services
Ohhh I totally agree with all of these reviews! Shocking. I have been waiting since Friday 10th for a mobility car to replace mine whilst it's fixed. I was told Sat 11th in the afternoon (no show) I have constantly been calling with no response. Then without my knowledge it was booked for Monday 13th Jan, once again no show and no contact. Then again booked without my knowledge for today 16th Jan and again a no show. I have tried again to contact Stockport branch to no answer again. This is a mobility car for a disabled person. Not good this is it. I do not recommend these at all. I am also recommending that disability remove them from supplying them cars or should I say not supplying cars. There are better hire car agencies out there. I doubt my review with get published thats why I'm going on to trust pilot next. Not happy at all.
EDIT 22nd Jan - As I thought a robot reply. Still no news and still no replies to e-mails. Please do not book a car with this company.8th Jan 25Ref - 22168688 - STILL NO REPLY FROM EUROPCAR OVER 18 DAYS ON. Please do not hire a car with Europcar. They are unable to deal direct with people, everything is autogenerated, as you will see from the responses they give to people on here. Despite them giving you a link to send your query - they do not reply. No news still from 30th Dec. Offices are closing down over the UK and they do not give clients notice, so on the day of collecting you arrive to an empty office and they have already taken your money. PLEASE DO NOT HAND OVER MONEY TO EUROPCAR. Wait for the generic response to my review. Look at the responses they send... all the same, sent by robots!!! Frightening this company is allow to trade.
Regrettably Preston Europcar branch has defaulted to the expected level of Europcar Customer Service. Non existant.How can my booking be accepted, check-in offered online and no car be available on arrival at the branch?An email was sent after my reservation was confirmed advising there were no cars available but efforts were ongoing to get vehicles back as quickly as possible. I was advised not to go to the branch until I was contacted by a colleague. Unable to contact anyone at the Preston branch and in the absence of the promised phone call with 2 hour journey by public transport to the branch, I contacted the Europcar Call centre two times. I was advised my reservation had not been cancelled and to proceed to the branch as my reservation was good.On arrival at Preston lots of cars in the parking lot but no car for me.When in the branch and in the presence of a staff member I went on the Europcar App and was able to make and confirm another booking for the same afternoon with a 5pm pickupHow can this be possible?Surely booking engines should have sales inhibited by the branch if there is no car availability to avoid messing supposedly valued customers around.Privilege status is worth nothing.Europcar do not value your repeat business and clearly have no respect for their customers.On the bus home. 4 hours wasted, £11.50 out of pocket and the lovely job of explaining to an 88 year old lady why we can't visit relatives tomorrow morning.Thanks Europcar.
Awful service from local Europcar.Booked a vehicle twice three days apart. Both times cancelled.Tried to call local Exeter Europcar on two occasions … did not answer phone ether time despite staying on ‘hold’ after being re-directed, stayed on phone a total of 30 mins. Later find out EE charge 50p/min when calling a 0371 number.Extremely poor service + costly.
Avoid this company like the plague. I arrived and they told me the only car they had was an Audi, of a higher level than what I already paid for. I found out that they charged me extra for the upgraded car when they supposedly didn't have the car level I pre-purchased. And upgrade should be free when they don't have the car you paid for. They refused to refund me the extra amount and we're very rude. In addition, the windshield fluid pump didn't work and the tires were bald.UPDATE: After the company reached out to me for my review above, I filed my complaint through their processeses... THEY STILL are making me pay the extra fro the upgrade when they did not have the car I reserved. AVOID THEM>
Europcar Poor Performance - Wallisdown Bournmouth Branch - I was told that the van was full of fuel and on its return it should be fully refuelled. This I did but I was still charged £6.26. Although the sum is small I went back to the operations manager and told him that he signed off the van as being fully fuelled. He said it was a mistake and Europcar would repay me shortly. They haven't. (I have seen similar things, on other rentals abroad but expected better here)
Summary: £54.86 overcharged for no reasonExplanation: On 2 January 2025, I had booked to pick up an electric vehicle (EV) at 1:00 pm. However, upon arrival, the staff member seemed confused about my booking and initially provided me with a petrol car instead of the EV I had reserved. After realising the mistake, she had to swap the cars, causing a delay. As a result, I did not receive the car until 1:36 pm. When I returned the car, I made sure it had a battery charge level of 55%. Yet, the invoice inaccurately claims that the charge level was only 42%. The problems didn’t end there. On 7 January 2025, I noticed that £54.86 had been deducted from my deposit without any explanation or invoice. I contacted Europcar to inquire about this, but I have received no response. This experience has left me deeply frustrated. Not only does Europcar fail to deliver accurate service, but they also show no regard for transparency or customer communication. If you rent from them, be prepared for false charges and the possibility of having to pursue legal action to recover your money. I will now be commencing legal proceedings to address this issue. I strongly advise others to avoid Europcar entirely. This was one of the worst rental experiences I’ve ever had.
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