europcar.com

Fabricated "damage"

Very bad experience – would not recommend this car rental company.They took my account 360 EUR for fabricated "damage" (scratch in roof area). Rental point was Gran Canaria Airport.For other travelers, I want to explain how their system feels misleading and unfair:1) The car was not washed on the outside when I received it. Because the car was dirty, it was very easy to miss existing scratches (even if it really existed?).2) There was no staff member present during the car handover. At return, you only leave the keys in a key box, so there is no inspection done together with the customer.3) They conveniently made a “mistake” when entering my email address into their system. Because of this, I did not receive any information or notice before they charged my card. Even though my card had restrictions, they used a “delayed payment” method and still took the money.4) The so-called “scratch” they charged me for was in a completely absurd location — on the roof of the car. Their assumption seems to be that customers do not check or photograph the roof (like me).My strong recommendation: avoid this company.GENERAL REVIEW:Car was dirty (not washed outside and inside the windshield was not cleaned) and with scratch but there was no way to complain because it was self service and no employees around. 2 month later thay tried to credit my card without any email notice or explanaitions. Counter employee was tired and quite ignorant. Finding the car spot took half an hour beacause there weren't clear instructions. Mastercard didn't work and thank god I had my Visa card with me as well.Overall very unpleasent experience :-(

Date of experience: Dec 13, 2025