Europcar Customer Service Issues

Account number [redacted]3 with confirmation number [redacted] for a rental on March 16-18, [redacted]. Rental booked through RentalCars.com with CDW prepaid for $36 USD and a car hire charge of $66.63 also prepaid. At Gatwick Europcar, the agent mentioned no CDW on the reservation, insisting on buying Europcar's CDW or no rental allowed. No additional payments were on the rental agreement for the prepaid $[redacted].63. CDW and theft protection were stated as £10 per day, not per person. I brought the RentalCars.com voucher to Gatwick, but only the reservation number was acknowledged, not the Full Protection included on it. Dropping the car off at Victoria station tomorrow at 9 am, hoping the agent could clarify these matters.

I rented a car in Gaborone, Botswana, at the international airport from April 14 to 18. Unfortunately, during the rental period, we experienced a tyre blowout in South Africa due to phone and electricity issues. We had to replace the tyre and rim promptly. The deposit and the replacement costs for the tyre and rim have not been refunded yet. The manager informed me that the insurance will not cover the new tyre and rim due to them being a different make. This situation has been quite expensive for me, especially as we were attending a wedding. I am requesting a prompt resolution to this matter as it has been four weeks since the incident occurred.

I am inquiring about an outstanding charge that was discussed via email exchanges. After attempting to address the matter through a ticket (reference #[redacted]7), we are still facing difficulties. Philippe Chevrier is requesting payment to resolve the issue, but I am unable to proceed without a method to charge €35.00 to his credit card for expense purposes. Despite our confusion as to why this charge was not initially processed on his card, we are eager to settle the issue. However, we require assistance in processing the payment using his credit card details to close the matter pertaining to Invoice #[redacted]50. As of 4/17, I have yet to receive guidance on the payment process or the relevant contact information. It would greatly facilitate the situation if the invoice contained clear payment instructions and a contact number for inquiries.

Upon arriving in Dublin on 5/26 at 9 am, I went to Europcar to pick up the car I had reserved. My booking reference number is IE[redacted]70, and the confirmation number is [redacted]. It was brought to my attention that the collision insurance was deemed necessary, even though I believed it was covered by my Bank of America Preferred VISA card. After a discussion with the employee, I was faced with unexpected insurance costs. Despite trying to resolve the matter by mentioning my bank coverage, I ended up agreeing to an expensive insurance option due to the circumstances. This experience was frustrating, especially at the beginning of a two-week holiday. As someone with extensive experience in banking and business travel, this felt like an unfair tactic. I plan to address this with the appropriate departments within my bank and will share this experience with others to bring awareness to such practices. I regret the way this situation was handled by Europcar and will reconsider using their services in the future. Best regards, S.W.

Regarding Reservation Number [redacted], in Sarajevo Airport, Bosnia, I rented a car from EUROPCAR from May 25 to May 29, [redacted], for four days at a cost of Euro [redacted]. I am a German citizen who trusts Europcar for rental services. I opted for Premium Full Coverage Insurance for an extra 50 Euros. On May 28, the car experienced technical issues due to an oil leak. I contacted Europcar, and they provided a replacement car after three hours. When I returned the car on May 29, I was unexpectedly asked to pay Euro [redacted] by Mr. Mirza Kudumovic, claiming I damaged the car. Despite having full insurance, he insisted on the repair charges. I plan to revisit Sarajevo on June 17 for business and want the Euro [redacted] refunded. I request the management and customer service to address this issue promptly. Thank you. Iftikhar Y. +[redacted]16 [redacted]

I rented a car from Cagliari Airport from 15/05/[redacted] to 19/05/[redacted]. I completed the online check-in on 14/05/[redacted], and my card was charged [redacted].84 euros for Europcar's Deposit Policy. This is a standard process I've experienced many times during my rentals with Europcar. The car was returned undamaged with a full tank, confirmed by the airport representative. However, it has been 4 weeks, and I have yet to receive the deposit refund, causing my card to accumulate 9% interest. As a long-term Europcar customer for over 21 years, including a position as Operations Manager of Europcar Malta for five years, I am disappointed by this delay in refunding the deposit.

I rented a car from your Aberdene, Scotland airport location on January 20th. The details are as follows: - Product: Car Rental Loss And Damage Insurance - Claim Number: [redacted]76 - Date of Incident: 1/20/[redacted] - Rental Company: Europcar Uk Group - Rental Agreement No.: [redacted]0 - Rental Company Claim No.: [redacted]1 Upon return, there was minor damage to the front bumper, and I initiated a claim with American Express using my gold card. The staff member mentioned that a claim would be submitted to American Express for payment, yet my card was charged $[redacted].06 instead. American Express is requesting an invoice from your company as proof of repair to progress with my claim. I urge your cooperation to resolve this matter promptly, as it has been pending for months. I value your services and wish to continue renting cars from you for my frequent travels in Europe. Thank you for your assistance. - M. Cohn

I am writing to express my extreme disappointment with the car rental and service staff at Europcar's Frankfurt Ludwig outlet on June 30th. Despite booking a Mercedes Kombi, I was given a manual Opel Kanjar. The cars available were dirty, with items left inside. After much distress, I was told to go to another outlet to get the correct car at 2pm, causing a delay in my plans. Luckily, Mr. Martin Haschnik at the other outlet was understanding and provided good service. The experience at Ludwig was unacceptable, and I expect Europcar to investigate, thank Martin Haschnik, and offer a partial refund for the inconvenience. I hope to receive a response soon to resolve this matter. Thank you.

For the past two months, I have been attempting to secure a refund from Europcar for an overcharge that was confirmed. Despite my efforts, the individuals I have been corresponding with via email continue to provide new excuses or simply do not reply. I have attached a confirmation from Travelocity, showcasing that Europcar should have refunded me a while ago. The response from Travelocity explains that the initial quoted price does not include additional charges such as special equipment, fuel, insurance, tolls, service fee, etc. Europcar charged my account a total of ZAR 16,[redacted].79 for 76 days of rental, along with extra charges totaling ZAR 2,[redacted].06 and ZAR 1,[redacted].96 for various fees. Despite promises of a refund from Europcar to my credit card in the amount of ZAR 1,[redacted].31 (approximately GBP 95.00), they are requesting that the credit card holder provide the details over the phone. I have reached out, but Europcar seems unresponsive to resolving this matter.

Hello, I want to bring to your attention the experience I had at Gatwick Airport on July 15th when I arrived and was unable to pick up the Mercedes C Class car I had booked. After canceling the booking, I visited your Birmingham airport branch today to address the issue. I must commend the staff, especially Mr. Kevin Slade and Mr. Amin, for their helpfulness and understanding. Mr. Kevin took the time to listen to my concerns, provided excellent customer service, and offered me a car of my choice at a competitive rate. On the other hand, I was disappointed by the staff at the Gatwick branch for their rudeness and unhelpfulness. The managers and the lady who assisted me were unwelcoming and made the situation unpleasant. This experience highlights the importance of having supportive and compassionate staff members, especially for customers like me who are exhausted from traveling. I appreciate Mr. Kevin's professionalism and assistance at the Birmingham branch. Thank you. Best regards, Amina

Customer Reference: [redacted]7 Registration: 8722KRN From July 1st to July 15th, [redacted], I rented a car from Lanzarote airport through a booking with Expedia. The booking clearly indicated a €[redacted] excess with no mention of additional taxes. Despite declining extra insurance at the airport, I confirmed twice with the staff member that €[redacted] was the maximum charge in case of an accident, with no mention of additional fees. Regrettably, I had an accident and was charged the excess. I understand this charge. However, I was also billed an extra €[redacted].05, including €[redacted].45 for tax on the €[redacted] and a €57.60 admin fee. I want to emphasize that this additional charge was not disclosed on the Expedia booking, the rental agreement, or during my conversations with the staff member. I am extremely dissatisfied with this situation. I urge you to reverse this charge promptly to prevent legal action, which I will pursue if necessary. I look forward to your prompt response. Robert B.

Customer Reference: [redacted]7 Registration: 8722KRN Travel Dates: 1/7 - 15/7/19 I rented a car from Lanzarote airport through Expedia. The booking indicated a €[redacted] excess with no mention of additional taxes. When declining extra insurance at the airport, I confirmed with the staff member that €[redacted] was the maximum charge, without any mention of taxes or additional fees in case of an accident. After an accident, I was charged the excess as expected, but was surprised by an additional charge of €[redacted].05, consisting of €[redacted].45 tax on the excess and a €57.60 admin fee. This extra charge was not disclosed in the booking, rental agreement, or in my conversation with the staff. I feel this is unreasonable and request the reversal of this charge to avoid legal action. Your prompt response is appreciated.

Hello, I am interested in making a booking for cars to accommodate a party of 14 people, which will be a recurring need for my business. I prefer to book online but am concerned about potential cancellations of two out of the three cars I need. Is there a contact person for large group bookings that I could speak to? I have three volunteer drivers who will require the bookings to be under my name. I am looking to reserve a car with 6 seats and 5 luggage spaces, such as the Audi I saw listed. Will roof bars be available or can they be added if needed? My contact number is [redacted], and I am located in the Central Time Zone in the USA. I would appreciate swift guidance on how to proceed with this reservation. Thank you.

Contract Number: [redacted] Customer: C. H. I reserved the car through the EasyJet/Europcar platform. There was no indication that a credit card was required, just that the card used for payment needed to be presented at pick-up in the airport. Upon arrival in Barcelona on 20/8, I encountered issues: 1) The additional driver payment wasn't reflected, and 2) I was forced to purchase insurance due to the absence of a credit card, costing around £[redacted]. I was informed this was due to an error between EasyJet and Europcar. As the portal bears both company names, I am raising this complaint to request a refund. It's misleading to have crucial information only in the T&Cs without notice during the booking. Kindly reimburse me this amount as I had my own insurance coverage and did not require yours. I am unable to verify the exact costs now, but I am seeking a refund of £[redacted].68, including car rental and child seat expenses. Thank you.

Subject: Booking Cancellation and Refund Request I would like to cancel booking number [redacted] made under the name Chris Watts. Upon my arrival in Gap, France on Saturday 31st August at [redacted], the rental office was unexpectedly closed despite the listed opening hours. I had to arrange alternative means to retrieve a vehicle when I returned to the office on Monday 2nd September, only to find out that the rented vehicle was no longer available. Due to these circumstances and the lack of assistance from customer service, I had to secure a rental from another company to fulfill my plans in the region. Therefore, I am formally requesting the cancellation of my booking and a full refund. Please confirm the receipt of this request via email along with the cancellation and refund details. Thank you, Chris Watts

I would like to inform you that my family and I had a bad experience with the customer service at your company. We had scheduled a pickup for a rental car at the Angouleme, France location at 10:00 pm on Sunday, August 25th. We were charged Euro 41 plus tax for this service. Unfortunately, when we arrived, there was nobody there to assist us, and there were no instructions posted on the office door. Despite several email exchanges with Frederic prior to our arrival, we were left stranded with no guidance on what to do next. This led us to incur an additional cost of Euro 80 for an unexpected hotel room for the night. Upon returning the next day to collect the car, we were informed that the keys were actually at a nearby hotel the previous night. This miscommunication resulted in us losing a night of our vacation. The agent mentioned that Frederic, who I had been in contact with, was overwhelmed with work the day before. We believe the company should refund the out-of-hours collection fee and compensate us for the hotel expenses. Your attention to this matter would be greatly appreciated. Sincerely, I.

Hello, During my recent vacation on September 1st, [redacted], I visited the Europcar rental office at Tunisie airport to pick up a 9-passenger car that I had booked online with confirmation number [redacted]. It took two hours of back and forth, and they initially offered me a smaller car for the same price due to the unavailability of the larger one. After insisting on receiving the car I had reserved, they finally provided it. Unfortunately, on the 4th day of my 6-day rental, one of the rear tires blew out. After inspecting it, I discovered that all the tires, including the spare, were in poor condition, with one being manufactured in [redacted]. When I returned the car, the office staff seemed unconcerned about the safety issue and immediately focused on charging me for the damaged tire. Despite my attempts to address the problem with the manager present, they were unhelpful. I believe it is unjust for them to expect me to cover the cost of the damaged tire, considering the hazardous situation it put us in.

Dear Europcar, We are concerned about the charges made to our VISA credit card following our car rental from your Calais location on 6 August [redacted]. During the pick-up, we clearly stated our preference to pay with our DEBIT card upon return on 11 September [redacted]. Despite the assurance that our credit card would not be charged, we were surprised by the [redacted].86 Euro transaction on 5 September [redacted]. Upon our return, we discovered another [redacted].98 Euro charge, which the staff member claimed was a discount. However, a subsequent 35.00 Euro charge and additional fees due to currency conversion have left us dissatisfied. The unauthorized charges and lack of transparency have caused inconvenience and financial losses. We request a reversal of the [redacted].98 Euro and 35.00 Euro charges, and reimbursement for the conversion fees incurred. We hope for a prompt resolution to this matter. Sincerely, M. Davidge

Subject: Concern Regarding Charges on VISA Credit Card Hello Europcar, Regarding the charges made to our VISA credit card for the car rental from Calais on 6 August [redacted], we are disappointed by the discrepancies. Upon pickup, we clearly stated our preference to pay with a DEBIT card upon return, not the credit card provided at the counter. However, charges were debited on 5 September [redacted] and again after returning the vehicle. The total is now [redacted].00 Euro, including unexpected charges of [redacted].96 Euro and 35.00 Euro. We are puzzled by these additional charges and the inconvenience caused by bank conversion fees for transactions we did not authorize. It is vital for Europcar to rectify this situation promptly by reversing the erroneous charges and compensating for the incurred bank fees. We anticipate your prompt resolution to regain our trust in Europcar's services. Sincerely, M. Davidge

After renting a car from Europcar Italy at Bari Airport in May [redacted], I recently received a notification about traffic fines supposedly attached to the car during my rental period. Even though no actual traffic fines have been received, my card was charged an administration fee totaling 90 EUR. I attempted to address this issue by reaching out to Europcar through their website contact form but only received reference numbers (#[redacted]4 and #[redacted]5) in response. It is crucial to figure out why this fee was imposed without any corresponding traffic fines, as this scenario seems suspicious and potentially fraudulent.