Review Time
Terrible customer service on the phone. I’ve placed multiple bookings weeks in advance, had the booking confirmed a few days later to say the vehicle is available, then recieved a cancellation confirmation out of the blue a couple of days before the booking! Leaving me completely in the dark and without the van I had planned for. Awful company that have caused me nothing but stress.
The rental car must have Had dogs in it previously and they left their fleas. The rental car obviously hadn’t been cleaned sufficiently resulting in me having 25 flea bites. I’ve asked for compensation ( reimbursement of the hirer charge) and have been turned down, Due to the fact that Europcar Left me a voicemail to collect a new car at 3 pm the day before I took the original car back at 10 am.I did try to get through to customer services but was kept waiting for over an hour on three occasions. Customer services Or a waste of time.
I booked an advertised Volvo XC40 SUV from Marseille airport and on arrival was offered a Renault Mégane in very poor condition, nearly every panel damaged. I refused it as I needed an SUV for all my family's luggage, baby equipment etc, but was told there were none available. This was not true as there was a Toyota RAV 4 SUV parked right outside. They reluctantly gave it to me and after about 100 kms it broke down. I had to return 100 kms to Marseille to pick up a replacement even though there were other nearer branches. They again tried to offer me a Renault Mégane! After a long argument I was finally given an MG SUV. The counter staff were unbelievably rude and the final cost to me was nearly 40% more than expected. I have been hiring cars at Marseille airport for over 35 years and never had a problem, but I have previously used reputable companies like Avis. Never again, don't touch EuropCar.
Edit: After a month of persistent communication, engaging both my credit card issuer and third party booking, I was eventually refunded the difference in cost by Europcar.Having rented cars in many countries over the span of twenty years, I can honestly say this was the worst experience I've faced.I suppose that's lucky in a way, since ultimately I did drive away with a vehicle. Unfortunately it was not the vehicle I had reserved, nor was the price of my reservation honored (50% more expensive). Through a system error regarding one way bookings, my reservation needed to be changed on the spot by the check out staff. This impacted the entire original pricing. I was told that things would be sorted out upon my return, or at worst by the customer service department after billing. Neither of these promises came true. After weeks of waiting for a response from customer service, I am told that despite their system issue with the one way rental, that's just the way things are. The customer is left footing the bill for a failures by the rental company.Prospective renters beware. I do not recommend Europcar.
My husband, who is renting a van for work, got a flat tyre on the motorway and called Europcar for help because they don't provide a spare tyre. He called around 5:20pm and got an already ridiculous estimated time of arrival for breakdown service for 8:30pm. He then got an updated time of arrival of 9:00pm! They then still didn't arrive until after 9pm when my Husband had been waiting on the hard shoulder for 4 hours!! Disgraceful service, dangerous and lazy. And to top it all off my Husband has said the employee that came to recover him was very rude! Shocking customer service and will never use the service again. - Also forgot to mention this is the second time this has happened and the first time he waited nearly as long for help. Unreliable vehicle and poor customer service.Update - contacted the following morning (today) enquiring about repair after they gave him no information whatsoever. Quoting repair time between "18:39 and 20:30"!! This means he has no transport to work today and is also still expected to pay for the days van hire even though the van in unusable. Disgraceful.
I booked a hire car using the Kayak website. My money was taken, but I didn’t receive a confirmation email so I decided to call and check. - the hire company, Routes, had no online presence, but I noticed their address was the same as Europcar - I called Europcar. They had received my booking, but said they weren’t sure a car was actually available because I had booked at short notice. They asked me to call back on a different number. - I called the second number and explained again what had happened. The customer rep said he would contact the branch and put me on hold. After 20mins I received a recorded message that no one was available to speak to me and was cut off. - I called again and was put through to the branch. They said they had a car but it would actually cost more than double what I had paid. I said that was too much and wanted to cancel. They told me for a refund I would have to go back to Kayak. - I spoke to Kayak. They said they didn’t have my money. I needed to contact Expedia who were the intermediary on my booking. - I contacted Expedia. They said I had to get a refund from Europcar.I’ve now spent four hours trying to sort this mess out, have been charged but have no car.It’s amazing to see the pyramid of companies all determined to take their share of money from the public, but without taking any responsibility for actually delivering the service.In the end I contacted my local branch of Enteprise who have helped me out at a reasonable price. Who knows if I will ever get my money back from Europcar/Kayak/Expedia/Routes or whomever else took their share along the way.
I should have checked the rating before I before booked with them!Their client service is absolutely appalling; the correspondence you receive after booking a car borders on threatening; they require you to download their app after making an online booking (presumably just harvesting more information on you to sell on); they do not reply to emails, nor messages on their website.It's like flying with a low budget airline!And they used to be pretty good :-(
Tried to rent a car. I live in the UK for 10 years and had never any issues renting a car. Europcar said the system could not verify my address (written on my driving license) and therefore we couldn’t rent a car. Worst service ever.
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