Europcar Customer Service Issues

In January, while in Costa Rica, I accidentally damaged the right side mirror of a car rented from Europcar. I requested a damage report and a copy of the repair bill from the Europcar representative to claim the costs through my credit card insurance. I was assured these documents would be provided at the end of the rental period. However, despite reminding the Europcar representative in February and being told the documents would be emailed to me, I have not received anything. Multiple customer service inquiries have gone unanswered, and attempts to reach the Costa Rica office by phone have been unsuccessful. After being redirected to the Mexican office and initially assured assistance, further follow-ups have yielded no progress. I am now seeking help from the head office to obtain the necessary documentation for my insurance claim.

I was charged an incorrect £77.06 (87 EUR) on my Amex credit card more than a week after returning the rented car. The rental number in question is [redacted]. Despite not having any accidents with the vehicle and receiving a "Statement of Return" confirming no damages were present pre or post-rental, this unexpected "damage charge" is unjust. I kindly request the cancellation of this charge and a refund of the amount debited. Thank you.

On Monday, 20/09/[redacted], my friend and I, Omer L., rented a car from Europcar at Athens Airport, Greece. I have been attempting to contact Europcar since September [redacted] (3 months) via emails to their Greece, UK, and Spain offices, but have not received any assistance. When we picked up the car, we were offered a promotion to pay 80 euros for car insurance, which would include an additional driver (40 euros) and waive the need for a credit card deposit. We declined the offer and opted to pay the 40 euros for an extra driver and provide a deposit. However, we encountered issues making the deposit payment via credit card. Consequently, we had to purchase Europcar's insurance for 80 euros as we couldn't pay the deposit. I requested a refund of the 40 euros for the additional driver from the representative, but he mentioned it was not possible as he had already processed the transaction. In the end, we paid 80 euros for insurance and 40 euros for the additional driver, despite initially being offered the insurance alone for 80 euros. Thank you for your assistance.

Hello, I'm Omer. On Monday, September 20, [redacted], my friend (whose name the reservation was under) and I rented a car from Europcar at Athens Airport, Greece. I'm seeking assistance regarding my reservation to possibly receive a refund. Upon car pickup, we were given the option of paying 80 euros for Europcar's insurance to cover the additional driver fee (40 euros) and avoid a credit card deposit. However, as we already had our insurance, we declined and opted to pay the 40 euros for an additional driver and the deposit. After paying the 40 euros, we encountered issues paying the deposit with my credit card since the reservation was in my friend's name. We were compelled to purchase Europcar's insurance for 80 euros. I requested a refund of the 40 euros, but the representative claimed it was not possible as they had already processed it. The inability to refund the 40 euros due to a system constraint seems unreasonable. I believe modern technology should allow for reversals in transactions. Europcar should offer alternatives for credit card payments to accommodate different reservation names. The handling of the situation gave me the impression that Europcar was prioritizing profit over customer satisfaction. Despite my attempts to contact Europcar since September [redacted] via email to various offices, I have yet to receive any assistance. It's frustrating not being able to communicate with anyone to address this issue. I appreciate any guidance on resolving this matter. Thank you.

About four months ago, I made a car reservation with Europcar through Auto-Shay in Israel (Reference: SO[redacted]1 from 5/8/22). Upon arriving at Catania airport, I was informed that I couldn't receive the car because I lacked an international driver's license. Despite Auto-Shay mentioning the license requirement, I believed it was optional as I rented from Avis later without needing one. I was assured by your airport representative that a refund would be issued. However, when I contacted Auto-Shay, they claimed you declined to refund them, which has left me without reimbursement. As a longtime customer who has rented cars in various countries without issue, I am disappointed by this outcome. I kindly request your assistance in resolving this matter promptly for the refund. Best regards, SM.

Due to two flight cancellations, our original van reservation at Rome (FCO) airport had to be delayed by two days. Despite contacting Europcar customer service to inform them, upon arrival in Rome, we were told there was no van available. Instead, we were provided with two cars for our group of eight. To our surprise, a [redacted]€ cancellation fee appeared on my credit card statement, as the original booking might not have been properly cancelled, resulting in two new bookings. I am seeking assistance in refunding the [redacted]€ fee, considering the circumstances where we were given two cars and the original reservation should have been managed differently. The initial booking number was [redacted] under the name Triolo.

I made a reservation with the number [redacted] and rented a [redacted] Lancia from your Europcar Fiumicino branch on June 1st. The car had a transmission oil leak, and the authorized Europcar mechanic in Pescara recommended a replacement vehicle. They kindly switched the Lancia for a [redacted] Citroen C3, which then developed a motor oil leak. After fixing it, I lost three days of use. I am now looking to upgrade to a larger, automatic transmission car like the Skoda Kamiq. Despite several unsuccessful calls today to your Fiumicino office, I hope to arrange the upgrade promptly. Please inform me if I can do this at Pescara airport or if I must return to Fiumicino Rome. I am Carlen J., a member of the Privilege Club, reachable at [redacted].

I recently received a new Motability car, but there is an issue that requires attention. Yesterday, a vehicle was scheduled for delivery to the Kia garage on Wessington Way in Sunderland from your company, but there seems to be an issue as my name has been marked. I am unsure why this has happened, especially since I have a new driver. I would appreciate guidance on how to resolve this situation and arrange for a vehicle while mine is being serviced. Thank you. - Mr M. Knapp

Good morning, I'm patiently waiting for someone to contact me. I currently have your vehicle parked on the street for two weeks now as nobody has come to pick it up. Tomorrow there will be road works on the same street where the car is parked, and if it remains unclaimed, it will be towed. We have reached out multiple times over the past fortnight for your company to collect it. We cannot move it to another location as the vehicle is uninsured. What steps should I take next?

I have many complaints about this company. It has been 3 weeks since I returned my rented car at the Guadalajara airport, and my deposit has not been refunded. I would like to know the reasons why. Also, I was charged more than what was initially quoted to me; the price was not honored. I never received a copy of the receipts for the reservation. I have tried calling customer service, but nobody has answered. I want to know what is going on. Here is my itinerary and the amount I was supposed to pay. I have a charge of $[redacted] on my credit card. I hope to resolve this issue. Thank you.