Review Time
Had a confirmed booking for a rental car in Sheffield, UK, and car was not there. Offered an upgrade for more money, unwilling to let me have it for same price as my booking. Was told my car would arrive later same day, but by the time the office closed, (6 hours after reservation time), it was still not confirmed when or if the car would be arriving. Three calls to central office resulted in unhelpful, unsupportive service where as a customer, I was shown no respect, apology for company error or attempt to remedy the mistake. One representative engaged in an argument with me.
STAY AWAY!! Contracted for a 6 day rental with 1500 miles. Had to extend by one day due to train delays, cost an extra 40 quid, OK, no problem. Turns out, by extending 1 day to a 7 day rental, my mileage was reduced to 600 miles, and 900 miles of extra mileage fees also had to be paid. Extra 153 quid on top of the rental fees. Why in the world an extra day REDUCES mileage is a complete mystery except that Europcar grabs money that way.Full disclosure: the staff at Royal Park were great, very friendly, but the HQ for this company is a scam.
Europcar supplied a replacement car through my insurance company when mine was shifted from behind and written off. This happened on a Friday. The following Monday I had to drive from my home in Cornwall to Gloucestershire with my cat who was going to a specialist hospital for treatment, while I stayed nearby in a B&B. Europcar Truro texted me on the Monday saying that my hire car would be delivered between 12 and 2. I had bee trying to call them all morning to bring it forward as I had to be in Gloucester by 5pm. They don’t answer this phones. They don’t even play music or have a message telling you that you are in aqueue….they just play you an advertisement over and over.My insurance company did manage to contact them though, and Europcar called me shortly before 2pm. They told me that an MGHS has bee booked out to me and was on its way. This car never arrived. I then received another text saying that my car would be with me between 3 and 5. Shortly before 6pm the driver turned up with the smaller MGZS. I wasn’t able to fit all of my luggage plus cat crate into this so I had to leave some things behind.Returning the hire car is proving to be similarly difficult., largely because EuRopcar never answer their phones. I tried to call them several times during the week to talk to the about the return, but they don’t answer. As I am typing my insurer is also attempting to contact them. The have promised to call the, back, but that was over an hour ago. If I can’t return the cat today I am going to have to pay for another night at the B&B and another night for the cat at the veterinary hospital. I have also tried to call the Bristol branch to see if I can drop the car off there but they don’t answer either, and after 20 minutes of listening to their advent they cut you off with a message that just says “ sorry there is no one here to answer you call”. They treat human beings with contempt. I am disabled and things like this have a very negative effect on my physical health. I hope that NFU Mutual and other car insurers will stop using them. Had I known that they would cause me this many problems I would have hired a car from somewhere else at my own expense.
I noticed, more than a month after my rental that this company (Manchester Airport Branch) had charged for damages without any notification.After challenging this I received excuses like your email address was incorrect, strange given that they had emailed me the booking confirmation for the same when I booked it. They also sent photos of the supposed damage, of the wheel, which could have been from any car, it did not even give enough of an image to show it was even the same colour car, apparently you cannot show the damage without an extreme close up? Also increasing my frustration on this was that I had booked what was supposed to be one of their premium cars and to be frank it was a wreck which when I complained at pick up was told "its driveable so its rentable" and "if you want to replace the best we can provide you with is this car" a car which was not a "premium car" and not in any way the same size to accommodate our Luggage.I would strongly recommend not to use this company, I certainly won't be doing again.Update following response from EuropcarThankyou for your prompt response however please note that I did not write this review immediately after the issue, I communicated via email with your Customer Services on various occasions and it was only after receiving unacceptable responses that I posted this review.
I rented from the Worcester branch of Europcar for one week. The car was immaculate and ready on time. The young man handling the reservation gets 120% for his professional, caring, and knowledgeable customer service. He went above and beyond what is considered "service" in the UK these days. Upon returning the car, it was the same professionalism. I will certainly rent from that branch again.
I hired a car through opodo which was as a third party reseller for these guys. There were problems and europcar cancelled my hire without my permission resulting in £150 being paid by me for absolutely nothing. The customer service team put me through to the branch I waited on hold for 45 mins and then they hung up on me.
It’s a shame because the pick up and four days of hire were great. Customer facing staff at branch were also friendly both at pick up and drop off. It is what has happened after drop off which I can only suggest borders on criminal. So far a payment authorisation each week of £139 has been taken against my debit card after returning the van two weeks ago. I can only suggest that they continue to use the initial card authorisation I gave them when approving the deposit to be held. Their representatives can’t see why they would be taking this amount each week as there is nothing on the rental agreement suggesting they should but it doesn’t stop it from coming out of my account and depleting my available funds somewhat illegally. I have had to open a case and been asked to send them statements so that they can investigate. In addition to this they also tried to charge for fuel when I had filled it up just before dropping off which the chap at the drop off desk reminded me to do. No exaggeration the petrol station is next door as they share the car park. They have since said a refund is coming back to me for this due to “lack of documentation” but it’s pretty shameful that someone thought to try it on to start. Fingers crossed they sort the weekly illegal card authorisations without me needing to cancel my cards with the bank.
I had a very frustrating experience with Europcar car rental company in Salzberg airport and poor support service from UK team too. When I returned the car at their centre in Salzburg airport, I was explicitly told that there were no additional payments to be made. However, I was shocked to later see that I was charged nearly €200 for cleaning, despite the fact that I had thoroughly cleaned the car before returning it and there was no mention or in the contract about any cleaning charges.What made the situation even worse was that they didn't inspect the car in my presence, even though I specifically requested it. It felt like they took advantage of the situation and slapped on an unfair charge without any justification.It’s incredibly frustrating when a company gives you false assurances and then tries to impose arbitrary fees without transparency or accountability. I won’t be using this rental service again and would advise others to be very cautious before renting from Europcar & contact your credit card company after the rental return to put a block on Europcar before they steal your money.
I hired a car from 31/10-04/11/2024. Pick up was smooth but I should have insisted the agent noted the marks & scrapes on the car. There was 3 listed on the form and I was told to check the car before leaving. I did and I advised agent that there were more marks on the car. He told me to email them in, he did not come out and sign them off. I emailed the marks/crapes in together with photos. On my return the agent checked the car and then told me that there was a fresh scrape on the alloy. I had to go down on my hands and knees to see it. I advised him that I did not do this. As the shuttle bus was waiting for me I left immediately, Within an hour 189.99€ + 18.88€ was charged to my card. I asked for the science behind the comment 'it looks fresh". I can only describe it as an appalling customer service. I felt I was scammed/ set up by Europcar.
My less that 2yr old Nissan car was taken by RAC Saturday 26th due to a motor and electrical breakdown, I fully understand the office was closed the weekend so I patiently waited for a call. Monday morning 28th at 8.45am I received a call from Europcar to say someone will be in touch within 24hr hours regarding getting me back ok the road, Tuesday 29th lunchtime arrived no call, I spent ages on hold for upto 20minutes before being disconnected and had to call back, I was finally told at 2pm a car would be delivered 6pm that day, 5.30pm (30minutes before my allocation delivery time) I missed a call as was at work, a voicemail was left to say this has been pushed back to Wednesday 30th and someone would call me, I have spent all morning trying to contact the team whilst trying to enjoy a planned day out with my children to be told again someone will call me back but after again waiting, I called them myself at 6.40pm, after being passed from person to person to be told surprise surprise this has again been pushed back to Thursday 31st and I will receive yet another call even though I am the one who has been chasing them. I am now approaching day 4 without a car. I am unsure why when my loan car is being dealt with and coming from Liverpool branch they have no car available yet if I go on their website there is around 6/8 that would be suitable for collection. I have 3 children one of which registered disabled and told I will not be left without a vehicle well unfortunately this was false information and I have been left with no car!
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