Review Time
Europcar Montpellier airport scam - updateFollowing my complaint of 14 August, I received a reply from the "Europcar team" asking me for more details of the scam charge. I went to the link provided (which only took me to their website!) and gave them every possible bit of info they would need. This was done on Saturday 17 August, and guess what? No further communication from them at all. They can't get away with putting extra charges on customer's credit cards for no reason at all, so tomorrow I call my CC provider and will dispute the transaction.As I said on my last review - it's appalling and unacceptable behaviour by Europcar.
We clearly said we didn't want any additional insurance, which the guy at the counter confirmed and then prepared the papers/contract. It was super busy that day and we were rushed a bit, so we just signed the paper without reading it thorougly anymore, as we verbally agreed on the terms and already read through the terms etc. online when we did the booking (where we already booked some insurance which is why we didn't need an additional one).Turns out they booked an additional 65£ in the end for an insurance we never wanted in first place.. thanks for nothing and not a nice way sneeking additional costs in like that.
It’s been a week since the car was booked and I’ve still not received it. Phoned them twice and both times I’ve been fobbed off with the “There is a backlog” excuse. No apology. I don’t even believe this. They are useless and totally unreliable. Avoid at all cost.
I should have known it was bad from the offset. The vehicle was an hour late and I was constantly being fobbed off while waiting for it.When I got home I looked in the back and saw how dirty the car was, it certainly hadnt been cleaned well.I was advised the car had previously had bumper damage but it had been repaired.The following morning, I was driving down the Motorway with my 2 children when I heard a loud noise from the front drivers side.When I Pulled into the service station I noticed the plastic wheel trim around the front wheel arch had broken off on the front part and was sticking out from the car.I pushed it back on due to having a child with additional needs that would not have coped with staying at the service station. I instantly rang customer service and advised I wanted another vehicle as soon as I arrived at my destination.They said they had emailed the branch and they would call me which they never did. The trim came off a further 4 times and I could not drive about 55mph on the motorway and needing to make emergency stops.When I arrived I instantly called to complain and air my disgust with the poor service and poor quality vehicle they provided me with. They told me I'd need to drive 1 hour away to collect another vehicle which I refused and was told they didn't know when they would have a replacement as they had customers waiting from 4 days prior!I was passed from pillar to post, told to ring their AA cover who came and gaffa taped the car back together whilst still waiting for an update on a replacement car.After being advised I would be called first thing the following morning and 4 days later I've had no contact despite calling again and sending a complaint.I'm now expected to drive this car for the return journey of 270 miles with 2 children and a car that is taped together.Never again will I hire a car from Europcar.
I have still not received my deposit been a long time now. They also hid until I collected van additional costs to reduce excess amount. They said "forgot". Very underhand, sly and in my view dishonest. Very quick taking deposit very difficult getting it back. Avoid avoid avoid. To Europcar. I have already emailed your customer services team and so far been ignored. I repeat hopeless and in my view dishonest.
Be aware that not all collision damage protection policies are the same for all rental car companies! With Avis or Budget, CDW/LDW coverage means that the total cost of any damage to the car is waived — zero liability! But not with Europcar . . . their "Medium Protection Plan" just reduces liability to a maximum of £250, as I discovered when I returned a rental with a scuff to the alloy wheel. Yes that is in the fine print but it was not made clear when I picked up the car — in fact the agent encouraged me to take the additional tyre & glass protection to reduce liability — and when I returned the car the agent implied I would be covered. Subsequently, I got a letter from Europcar stating that I was financially liable for up to £250, after paying over £70 in protection coverage for a 2-day rental. Safe to say, I will avoid this company for any future rentals in favor of companies like Avis where waiver means waiver.
Having paid for every insurance excess available I was disappointed to be told that, after a minor collision, I was apparently not insured. This was before anybody had inspected the vehicle or knew the circumstances of the accident (ie this is the normal starting position for them). A replacement car was provided and when the driver arrived to collect the damaged vehicle and give us a replacement he had a payment machine and demanded that I immediately pay over £1000. I explained that I had insurance and he just kept repeating that I was not insured because I had a collision and it was my fault (without even asking about the circumstances of the collision).I refused to pay. This saga continued at the airport and the threat of calling the police was raised by Europcar which I welcomed but this was a bluff on the part of the agent at Europcar. Please also be aware that after you have paid for insurance online, when you arrive at your destination they ask you for more money (160 euros in my case) and tell you that you are not covered for an accident unless you buy this additional product. Cynical as I was, I did pay the additional amount and then was still told after a collision that despite having two policies (one for excess cover and one for any type of damage) neither were valid. Nobody has contacted me since so I can only assume that this was pressure applied at the time to frighten customers. I worry that many people must have paid in similar conditions for them to continue to do this. I you think this company is reputable given its size please consider this review before using them.I hope that you find somewhere else and wish you all well.
The vehicle was hired for an extra day £68.01; 2 days later an additional £73.01 was taken from my account. I tried to call customer services to sort this out and they refused to talk to me because it was against procedure as my brother was the named driver, even though I rented and paid for the vehicle. If it is against procedure for them to talk to me as the Renter about taking money from my account without permission then why did they send me a survey to complete about my experience? My brother is having to take time out of his working day to sort this out and get my money back. Its appalling service and their PROCEDURES need to be reviewed!
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