I made a reservation for CHF 68.- (Swiss Francs) with Carla. This included third party liability insurance. Europcar told me that the basic insurance coverage was not displaying on their system and they had no option to add it. Therefore, they said that they would only release the vehicle to me if I could get Carla to confirm that they would cover the basic insurance payout in the event of an incident. After speaking to Carla on the phone, it was clear that Carla was not covering the insurance and that something had gone wrong on the system. I was told by the Europcar manager that it was not their problem, but a problem that needed to be resolved between myself and Carla. As a customer, I found this very unsatisfactory. As I was by now in a hurry, having been waiting for over 1 hour, I asked what alternative options there were. I was told that Europcar would release the hire vehicle to me if I paid for extra insurance. After speaking to Carla again, we agreed that I should accept this and then send Carla the details upon my return so that they could pick up the issue with Europcar and find a resolution to refund me the excess that I paid. The total amount that I had to pay was CHF 164.17 (CHF 152.52 from Europcar + CHF 11.65 from Carla). So, I ended up paying CHF 96.17 more than was in my rental agreement. Carla then refused to make any refund or take up the matter with Europcar as promised. I will not be using this service again.
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