Review Time
Massive charges for the slightest damage, extortionate. Really poor communication when trying to resolve it and lots of hidden extra charges. The worst of big corporate company behaviour taking advantage of the average customer. Avoid at all costs. To be precise a 3cm superficial, barely visible scratch which they alleged I had caused was charged at approximately 1300 Euros, showed a UK specialist who's stated it should cost maximum £500 . I very much doubt it will be repaired they just take the money. It really feels like I've been scammed. After over a month of emails in which all of their responses were callous and didn't answer my very polite questions, after already extorting 1500 euros, they are still taking more money from my credit card and I'm having to go to the ombudsman just to stop them after trying with the company for over a month. The ombudsman, the ECRCS, found they had mistakenly charged me VAT on the damage - Europcar then took another £1100 from my credit card without refunding me the first charge of £1382. Honestly I didn't find the ombudsman helpful, it felt like they were sponsored by the care hire company. Just don't use Europcar whatever you do they essentially are using any excuse to extort money and you are powerless to stop them. Unbelievable
Booked a car from the stevenage depot to be picked up on 26th August (bank holiday monday). Had email confirmation that the car would be ready. Turned up at the agreed time and the depot was closed. Spent a few hours on the phone to customer services. Got cut off 4 times. the out of hours number I was given went straight to voicemail and I was not called back when I left a message. Customer services kept telling me I needed to go Luton if I wanted a car but they wouldnt sort a car out for me. I had to drive there to arrange it if I wanted one which wasnt possible. I had to cancel my business trip because of this.A week later I was then charged a no show fee of £102!! I have now got all my money back including the no show fee but the company did not care at all. No apology, no offer of any compensation. Nothing. Really appalling customer service. I will never use them again.
A few days after returning my rental car without any damages & full of petrol (agreement number: 156837779), I realised that they didn't refund the entire deposit of £752.38 that I left on the counter at the Edinburgh Airport. So I reached out to the customer service asking why they didn't do it and there were still £68.22 pending to be refunded. After waiting 1 week they replied saying that there was a mistake and they charged me "1 additional day of hire plus licenses and fees due to an error", so they refunded £15.82 for the overcharge. At that moment I was still confused why they haven't refunded the rest of the money, so I had to follow-up 2 times with them because they were not saying anything about the rest £52.38 pending to be refunded. Then finally they confirm that those 52 pounds are related to an upgraded added at the counter and that at the time of the pickup, there was added a "Roadside Assistance Express."At this moment I also realize that the agent basically did this intentionally because I didn't buy the full coverage insurance at the counter. I told the agent that I had my own private insurance and he stated that the private insurances from booking.com don't cover glass and wheels. I told him that it was an insurance with my bank and that it has full coverage, so it seems like in that moment he decided to add the Roadside Assistance Express and didn't me anything that this was an upgrade and that I had to pay £52.38 extra for it. If he would have done that, obviously I would have say no because I have full private coverage insurance already for this.What did the agent do? He just told me to sign the Rental agreement in multiple corners of the paper on both sides and that's it. And then told me to put my credit card for the deposit. He also didn't mention the value of the total deposit and didn't say that he was charging me £700 for the non-insurance deposit and £52.38 for the Roadside Assistance Express. At that moment I would have also asked by there were 2 payments and I would have cancel it. This is a very old school mislead sales tactic that should be claimed, but the customer service hasn't helped me further because I signed the agreement. The agent also signed the paper, but he didn't put his name, so I'm still waiting for a response from customer service to know the name of the agent who did this and file an official claim. What a terrible and disappointing experience.
I purchase car hire through Eurocars because they were a large well know company. Eurocars sold us out to Routes cars Vancouver because apparently Eurocars don't trade in Canada. We weren't told this when we booked. They also advice you to visit the Eurocars desk in Vancouver airport (its doesn't exist) we had to wait 30 minutes for a shuttle to collect us and drive 20 minutes to the routes rental collection and another 20 minutes sorting out the car as they tried to tell me I had to pay extra for another driven even though I had included this at booking. They also took $500 deposit, again not mentioned when booking! We had been travelling for almost 24hours with 2 kids so NOT ideal!!We had problems with our car after finding out a temp repair had been done on a tyre previously and it should have never been given to us as it was unsafe. Routes hung up on me several times. refused to take responsibility for the repair cost so we could get back to Vancouver. Routes stated it was a Brand new car and it was our fault (the car had done 12000km! and I had a statement along with phots from the garage) I reach out to Eurocars for help and was told to contact the routes branch. So we had to foot the bill!!
Absolutely diabolical.I am currently stranded with a broken down car. Made dozens and dozens of calls to the breakdown service, the office where i picked it up and the head office. Sent emails etc .All anyone says is a mechanic is on the way, which they are not, it when i call an office they transfer me to another section that can't help.Buck passing of the 1st order .Avoid like the plague The response below from Europcar is typical. I've filled in Thier help forms many times , no help is given. I've spoken to over twenty people employed by Europcar in the past 48 hours,not one of them has accepted any responsibility for the fact they have left us stranded, or made any attempt to help us
Terrible.You get handed keys at the desk and are sent off to find the car without a member of staff. After a flight, kids in tow etc etc, we took a video of the car upon collection just to show the current condition. Upon returning the car we also took a video and then dropped the keys in the box (again no staff to take the car back or inspect it). A week later im then charged for fuel, baring in mind the car had more miles of fuel than when i collected it. Then weeks later im sent an invoice for damages which you can clearly see were there on the video when we collected the car. This video proof is not good enough, they want JPEG photos and are still proceeding to charge my card £280- even though I have proven we did not cause the damage. This is morally wrong, it is ridiculous to expect someone to find the car, inspect every inch of it, then go an que back up at the desk to try and get an employee to help with kids hanging off you!Will never use Europcar again*****Update*****have emailed the customer service as advised in the response to my review. No luck......
When I checked my credit card for my last rental in Heathrow, I found two unreported charges by Europcar:1. a 193.36 GBP charge on, which should not be 2. The charge for the insurance for 8 days was 575.34 GBP when the car was returned after 7 days, and we were promised that it would be adjusted.I send a reply to Europcar 4 weeks ago, they never answered . They do not care.
Overcharged us with €210 at pickup for border crossing twice(!) and made us signed without showing these costs or sending an agreement. Saying these are refundable fees. They were not and couldn’t get a refund after very long discussion, saying we signed it. Absolute scam. I used to trust Europcar but since they together with Goldcar it is one of those cheap companies who lure you in and overcharge you for nothing. I will NEVER use them again and you should also avoid. Cheap? It will add up and nothing you can do about it. Avoid.
Awful. Arrived at Belfast International Airport to be told by Europcar it will cost another £107 to cross a free border from Northern Ireland to Ireland. Other companies at Belfast International charge £20-25.Europcar have absolutely no justification for charging 4 times more. Don't use Europcar, use one of the other companies (like Budget). The staff at Budget have always been amazing! They even stayed open late so I could get my car once. The response from Europcar has been appalling goes some way in explaining their 2.3/5 rating on Trust pilot.
This is the most incompetent and dishonest car hire company I’ve ever dealt with. They accepted my virtual card over the phone, charged it, and then refused to release the car at pickup because their rude, racist staff insisted on seeing a physical card—despite us showing proof through the app! Instead of resolving the issue, the arrogant representative yelled at us and then charged £40 for a “cancellation” that was entirely their fault, before trying to make us rebook at double the price. Avoid this scam of a company at all costs. They’re unprofessional, deceitful, and clearly don’t care about customers. Total nightmare. I wish I could give then negative star ratings.
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