Review Time
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.
The worst pre-checkin process I've experienced so far from a car hire company. Booked a car via expedia who then send me a link to complete check in via the europcar site. I'm in the UK. I register on the UK site. The checkin then fails because expedia directs me to the US site which then rejects me because it knows I have a UK accounts so complains it's been registered under a different identity. It's the same email address, therefore it's the same person. Kindly fix your IT.Then I go through the online validation process which involves a laptop, scanning QR codes, continuing on a mobile, taking pictures of originals (not scanned copies) and a picture of me, then fails for an unspecified error with no option to try again. I don't have this time to waste and don't have this issue with other car hire providers. I should only have to register my passport and driving licence with you ONCE not PER HIRE and then supply you with an updated driving code if needed. KEEP IT SIMPLE
They conned me by adding insurance.I already had insurance.This is at Gatwick airport south terminal Europcar.They fill in the insurance by hand after you have signed.Very unethical and it cost me over £400 more.Their customer service department said I had signed so there was nothing they could do despite the fact that they completed a blank document with all these extra amounts.DO NOT USE Europcar Gatwick airport they will try and con you.They must work on a commission structure and earnings are increased with the more insurance products sold.
We hired a car for 7 days, and while hiring the car they were very friendly, but on our last day when we were heading back to the airport the car wouldn’t start. We tried ringing and it took ages to get through but when we told them what happened they said we had to ring the AA. We explained we were heading to the airport and didn’t have much time to waste but he just said I can’t help. You have to ring the AA if they can’t start it they will organise a pick up and you can follow them to the nearest Europcar centre and they will give you another car. We explained we had a 1 1/2 hour drive and by this time needed to be at the airport in less than 2 hours but he just kept saying I can’t do anything else. We then called the AA who said it could be up to an hour before someone could get to us. Obviously we couldn’t wait around for that. Luckily we were staying close ish to the airport with our cousins the night before so we didn’t have such a long drive that morning. They said they would wait for the AA and we had to book a taxi to take us to heathrow. Luckily the traffic wasn’t to bad and we got there just in time. As we were boarding the plane we had a message from our cousins to say the AA had been unable to fix the car and were just then picking it up to take to the euro car centre. Had we not taken the taxi we would have definatly missed our flight. We contacted the customer services centre multiple times after this and they IF they answered my emails it was not with an apology, I was told in the first response to upload the receipt for the taxi and they would pay it back. I complained about the lack of help and the fact we couldn’t use it that last day so that should be reimbursed to but they just said they had closed the case and could do no more. They then sent us an email to say they would reimburse the full mount and take out the full mount minus the cost of the taxi…. But that the reimbursement could take up to a month for international transactions. Without checking first with us they had taken a further £2080 out on our card leaving us then with over £4300 on our credit card while we awaited the payment to eventually go back in. I emailed 4 times after that money was taken out against our credit card without permission… I asked to speak to a manager each time. I never had any responses from those last emails. I am outraged and disgusted by the lack of support from Europcars, I will never use them again and I am going to write this warning on every social media site I can find.
We hired a car from Europcar for our stay in Jersey, and really could not be happier with the service (Many thanks Paul). There was a small queue, so i was able to chat about our stay and who i was travelling with, it turns out the vehicle I booked, would do the job, but we’d be very cramped, so he upgraded up. That little bit of “going the extra mile” means I will always look to book hire cars through European in future.
Let me first say this complaint was slowly escalated to the company CEO, who appears to be ignorant or deaf, maybe both!! No reply!! However this was in desperation to correct a very justifiable grievance, that had failed at branch level and also Customer services at corporate office. So here goes..I had ordered and paid for a manual Intermediate sized SUV. I received an Automatic COMPACT SUV. Europcar's argument is they are MONETARY the same value, so a clear downsize is OK, even if it was NOT discussed, or even mentioned with me at the counter, when collecting my vehicle. In fairness I should have noticed when I got my vehicle, but it was parked next a large Merc SUV so just thought it looked small. My vehicle was a Hyundai Bayon, a very small and questionable SUV of any sort. I had to get to Portsmouth to pick up a disabled family friend and was already late(flight) so headed off. We just managed to get her mobility scooter in the boot but had to use the back seat for her walking frame, mine and her suitcases plus a backpack. Dangerous and also risking damaging the seats. These important facts have been totally overlooked by Europcar, who keep trotting out the same line about "Monetary" values of both vehicles were the same. Presumably for my 5 day Intermediate SUV, they could have given me a Luxury car for 2 days or Tiny car for 8 days, because it's the same Monetary value - extreme but the same logic. I never expected the CEO to deal with it, but delegate to an area/district manager who can have rung me and got my side. A request for an area/district managers contact details was made, but again ignored. This incident happened over 2 months ago but wanted to give ample time for someone to act, which is only fair. Long winded?? There lots more I could say.
Never trust Europcar, their employees and their processes. They all are waiting for the opportunity to manipulate and deceive you to earn cheap money and commissions. After returning the vehicle I noticed on my invoice that an extra charge of amount £223.04 has been applied to my bank account (in the name of 'Premium protection'). I never asked to add any additional service on top of the booking amount of £ 327.35 which was paid already at the time of booking (before even using the rental service). If I need any additional services, I always make sure that everything is in place and paid for to avoid any surprises and to keep a track of by expense and budget.I clearly mentioned "NO" multiple times for any additional services to Europe car rental agent (It must be recorded on their camera).Even when I said "NO" multiple times to any kind of additional services, Europcar's agent printed 'Premium protection agreement' papers without informing me and put in front of me to get my signature with other many agreement documents which is really deceiving and manipulating the valuable customer and forcing unnecessary extra charges to the customers while they are trusting the process. When I explained the situation to them and asked for refund, they denied. Never ever going to book from them. I request you all to avoid such shameless deceivers instead of getting deceived.
Arrived ~45 minutes before the reservation time. Approached the counter, asked if there were any issues and was assured by James that this isn't a problem - that there won't be any additional charges for the early pick up, and the original reservation will hold (i.e. able to return at the original time without incurring any late fees as well). I had added on the fuel option and was told that there'd be a hold on my card for excess fees, which will be returned. Went through the contract quickly, and James only pointed out the additional fuel option and got me to sign. BIG MISTAKE. I should've noticed that the contract now showed an additional day's rental charged at a ridiculously high rate, along with associated fees. For context, my original booking was a compact sedan over 3 days, and the spot rate charged for what was essentially a 45-minute early pick up was £100 (40% of my initial cost). Might I add that due to the hard selling, we only received the key to the car 20 minutes before the original pick up time. After returning the car, I wasn't provided a statement of return nor a final invoice, despite them responding to confirm that it would be sent over in the next 10-20 minutes. When I saw the absurd charges to my card a few days later, Europcar representatives informed me that the dispute was filed, but again, they never got back with a case number and went radio silent after.Despite 2 follow-up emails, sharing the intention to file for a chargeback based on fraud, Europcar refused to respond. Filed for a dispute with my bank, took months and multiple emails before I finally got my money back. Save your time and wallet, pay the extra and go with more reputable car rental firms in Bristol.
SCAM!Coming to Italy to visit parents, my plane landed in late 4 hours, so the Europcar north office was already close already, They told me to go Terminal south, there was a guy that barely understand what he say, he ask me the rental contract that was already pay in advance in Italy for the whole week about 750 Euros. The Europcar guy ask me the credit card again, ID documents again, providing me a new paperwork and give me an equivalent vehicle. Arrived at the hotel. having look at the new documentation, I realize an extra £2000 on that agreement. So the next day I made a phone call to Europcar asking what was that amount? a guy provide me a new phone number for accounting assistance on that matter. So, the new person was explain me, that amount of £2000 was a deposit, nothing was charged, if vehicle is returned with full gas on it, and without any damage, I Have an executive plan with Europcar, renting vehicle since more than 20 years., after 2 days, the Volvo x60 they gave me, stop running, so I had to call the assistance. Assistance van of AA, comes to my hotel, the guy say car has a fault on the battery electronic, so he was able to start with a new battery, asking me to return the brake down vehicle to London (2 hours driving ) take another vehicle and going back to the hotel, with another substitutive car for another 2 hours of driving. I'm 80 year old, planning to spend Christmas time with my family, due my daughter was need to have a surgery on 26 dec. So was really not possible to do this for me. So the AA guy made a call to his friend, after 2 hours comes another AA person, with a compatible spare part. just for fix the issue temporally. Vehicle then start again., but I lost all the morning waiting for the repair with no more time to take my family at the shopping tour programmed. At the end of the week I returned the vehicle to Europcar. and back to my country. after few days I received on my email. an invoice and I WAS CHARGED FOR AN EXTRA £2000 !!!! REASON UPGRADED VEHICLE (that I didn't ask) and AIRPORT FEES???? Called my bank for block that charged, They couldn't do it. Called Europcar In italy, they couldn't do it! they say go to London and speak to the guy who made the paperwork??? I will call my ADVOCATE, this is a pure scam!, Vehicle was already pay in full in advance as I TRUST THEM, such disgraceful behavior! I will never back to this company anymore, I recommend. to any one instead TO TAKE A TAXI ! It will save you money and frustrations!
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