3.4 / 5
Trust Score
1.4
Reviews
4.3
Social
5
Featured
5
Technical
Is europcar.com legit?
- Many trusted websites are linking to this site
- The EV SSL certificate is valid
- This website has existed for more than 3 years
- Facebook account found with large audience
- Instagram account found with large audience
- Linkedin account found with large audience
- Twitter account found with large audience
- The company has an ANDROID app
- The company has an IOS app
- We found several negative reviews about this site
- Business not mentioned on Wikipedia
- Pinterest account not found
- Youtube account not found
Reviews Analysis
42
reviews
vs
0
AI declined reviews
0%
NON VALIDATED REVIEWS
Usually stable businesses have more than 5 authority websites mentions, this one has 77 authority websites mentions and 0 mentions in other websites
Based on 733 reviews
Smart.Reviews
3.4
42 reviews
Knoji
4.2
33 reviews
Reviews io
1.38
66 reviews
Sitejabber
1.88
17 reviews
Trustpilot
1.3
575 reviews
Europcar.com Review
Car rental and van rental worldwide. Discover exciting offers and book online to save money with our convenient and hassle free booking. Find out more.
Europcar.com Customer Service Contacts
No contact details for this company.
Share the company's rating
Share Preview
Is this your company?
Access SmartReviews free tools for businesses and start getting closer to your customers today!
Last update: Wed, Mar 9, 2022 9:12 AM
Just wasted my time and now I still have to wait for the refund.!!!!
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
I rented a car from Europcar El Calafate, Argentina. I planned on driving over to Chile for a few days and returning to Argentina. But due to the pandemic break out, Argentina closed their borders and shortly after so did Chile. We had no option but to return the vehicle to the nearest Europcar in Chile, Punta Arenas. Europcar Chile said we should not worry as it is out of everybody's control what is happening, and so it is.
We returned the car earlier than what we would have needed to and flew to Balamaceda, Chile where we rented another car from Europcar for more than a month. We had great service from Europcar Balmaceda with no issues. I have spent a lot of money on renting cars from Europcar and specifically decided to use Europcar due to being an international company. I would have considered smaller companies if I knew that Europcar had the same way of scamming their customers.
Upon my return to the UAE and being able to see my Credit Card Statement I saw a huge amount deducted from my credit card. I queried this with Europcar El Calafate and indeed it was them who deducted
US$1 665 from my Credit Card without authorisation.
This is totally unacceptable.
Nobody can be held responsible for what a government decides to do in these situations. Airlines, Cruise Ships, Hotels all had to refund their customers. How can Europcar just decide on this deduction with no consideration for the situation?
I trust you will consider this situation unpresidented and refund the unauthorised deduction.
I will go to great lengths to make everybody aware of unfair dealings at Europcar if this is not resolved. I work in a big multi national company and will make it known on all our platforms to be aware when dealing with Europcar. All social media outlets will be used to maximise exposure to this as well.
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
I would strongly advise anyone not to use this company. They took over £120 off me above the rental cost for no reason and I’m having a terrible job getting it back.
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
10.
Waiting to be served (at Heathrow branch) in what seemed like a never-ending queue – as Europcar privilege members jump ahead of ordinary customers (like me) waiting in the queue. I’d be showing on the screen as next to be served and then watch my name drop to 2nd or 3rd place, as privilege members arrived. Nice touch!
9
Entering my local Europcar branch to find nobody at the service desk. Then asking a member of staff outside if anyone was serving, to be told: ‘The girl’s on a cigarette break, she’ll be back soon.’ This one was actually more disbelief than frustration.
8
Calling Europcar to extend my rental over the phone, several times, and each time being told the payment on my debit card had failed. Bear in mind, this is a card I’m using all the time with no problem – it even works fine in Europcar local stations. In most of these instances they extended the rental and told me they’ll take the balance next time I visit the branch, but on the latest occasion I was advised that I couldn’t renew the rental. It was only when I pointed out that there must a problem with their payment system and explained previous agents had allowed me to pay at the branch that they agreed to do the same.
7
Having a Europcar customer service adviser (in Bulgaria) argumentatively insisting I’m not entitled to a five-door car – while I’m looking at my rental confirmation, which clearly states the rental is for a five-door vehicle.
6
Being told by many customer service agents that to call my local branch directly I should ring the branch number and press 3 followed by 2. That's incorrect information. The last time this happened I made clear it has never worked and they checked this and came back to advise me it’s actually 4 that I need to press. I find it hard to believe that so many of the Europcar customer service team are unaware of such basic information. Not being able to call my branch directly wasted large amounts of my time.
5
Getting a Citroen C3 with an infotainment system in French – apparently due to the unit being recently replaced and nobody thinking to change the language. On request, they did change this for me but on my way home I realised both the digital odometer and tripmeter were set to kilometres, rather than miles. I know Europcar is a French company – MAIS OUI – this is England!
4
Discovering the above Citroen had no parcel shelf and so anything I put in the boot was on display to passers-by. I didn’t spot that it was missing until a couple of weeks into the rental and had twice left valuable luggage in the boot – not realising it could be seen. I consider myself very lucky that the car wasn’t broken into.
3
Returning the car with no parcel shelf to my local branch and asking nicely if they could either fit a shelf or give me a replacement vehicle and getting the reply that they had no spare shelf and no other cars in stock to offer me. But then, moments after asking to speak to the site manager (to raise my concerns), being told a car had just been returned and they would get it ready for me right away. An incredible coincidence? Maybe!
2
Having the message COMPOSITE PROTECTION ACTIVATED appear on the car infotainment screen – rendering the unit inoperable. This is apparently a security feature designed to lock the system if someone steals it. Not sure why this one suddenly decided it had been stolen, after several days of working fine, but I messaged the Europcar support team to ask how I address the COMPOSITE PROTECTION ACTIVATED issue. I also explained in my message that I was unable to use any of the screen operations, including the radio. Their reply: ‘Please be advised that according to your rental there is no protection package included.’ I may possibly of considered this quite funny if I wasn't already at my wits' end dealing with Europcar.
1.
On getting a flat tyre, ringing Europcar and being told I was covered for the cost of their breakdown service to come and change the tyre but receiving a bill of over £100 for this service. Then writing to them to contest the charge, due to the incorrect advice I’d been given, and being told they would look into it and get back to me. They didn’t respond and some two months later I discover they’ve put me on a watchlist (a kind of blacklist) for non-payment. I was very concerned about this and rang them to see what was going on. In true Europcar style, they passed me from department to department and then advised me it was now in the hands of an external law firm and I had to take it up with them before I could be removed from the watchlist. So, it jumped from them 'looking into the matter for me' to 'being handled by an external law firm'. I consider that preposterous!
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
Fast forward to Monday, I went to give the car back at 08:20 (please note that all timings are taken from my GPS tracker). Same colleague I spoke to on Wednesday was dealing with another customer. Patiently waiting for 10 min, when he was still with another customer I have asked what is the procedure of returning the car and whether I can just leave the key. He pointed at the hole in the counter where I could put the key through. Again, the lack of customer service skill or simply just thinking amazes me. If there are two customers waiting to give the car back (there was a gentelman behind me) and someone was within the process of renting the car, simple ''I see you're waiting, if its for the return do XYZ.'' I was not given any information what the process was, whether he was supposed to inspect the car or not. From my past experience with car rentals that was always the case. I have taken a few pictures myself. Going back home I didn't know whether I will soon be surprised with an email with a new quote for any scratches or lack of petrol in the car.
On top of that, only this Monday I discovered that not one but TWO payments of £228.64 have been taken from my credit card and another £179 was in my pending transactions (later explained over the phone as assurance/ deposit) taking me over my credit limit that caused overlimit fees on my credit card. I have called customer service around 3 o'clock explaining the situation regarding the double charge and the underage fee. Despite previous experience with your advisor's promises on Wednesday, your representative assured me that another complaint ticket will be raised and someone will get back to me. He did also mention that a lot of people complain and are not happy with the underage charge situation. Working in customer service myself I only assume that such information is not to be sharred with a client.
So from then on it turned out that the £70.02 that was meant to be processed to be refunded, speaking on Wednesday with the customer service representative over the phone as well as the agent over the counter, that was never raised! There had to be a new query put forward for that!
The above reply I received regarding the £70.02 refund answers one of my query but not the rest that I mentioned within this email as well as to the agent on Monday. The issue regarding double payment had not been looked into and recorded as a complaint. Noone informed me what's happening with that money.
I then made 6 further phonecalls today, 06/08/2020, 5 of them disconnected/ hung up in the middle of me explaining my frustration that grew with each call and me repeating the same thing to a different person.
Noone attempted a call back, if the line actually disconnected that is. I have spent most of my afternoon dealing with this issue. I am now typing this email with one hand, as mentioned before, the other one is broken.
The whole experience with Europcar have caused me a lot of stress as well as financial loss for the credit card and phone bill, wasted time when picking up the car, dealing with numerous phone calls and delaying my travel. I am now looking not only for explanation and refund regarding the (double) charges for the car but also a compensation for the aforementioned. If at any point on Wednesday, or even Monday, this was rectified and raised properly, I am sure we would not be in this situation.
I am looking forward to your reply to the above.
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
Picking up car (early March): Initially, staff went through the contract (in Dutch) with me. I noticed it did not include both the insurance and the mileage. The staff reprinted the contract and it included the mileage. As for the insurance, when I asked explicitly about it, the staff mentioned that since the booking was handled by the Europcar sales office, it will be in their system. I should mention that this was on a weekend morning with no other customer in the office, so there is no stress / busy circumstances that could have distracted otherwise. Took a 700 euros deposit. At this point, I want to take full responsibility for not ensuring that the insurance was not put on the contract I signed.
Returning car: We returned the car with a scratch (to be specific, it was around 6cm, light scratch with no dent on the left rear panel). We asked for a photo to be taken for documentation purposes and one was taken and logged into their system. At the counter, we were told that we were not covered by any insurance unlike what was mentioned at the start. We were briefed on what would happen that the damage would be repaired and I would be charged off my deposit with the excess returned to me in 4 weeks. I also asked specifically about how much they thought this scratch would cost to repair, they told me they were unsure (acceptable) but said it would be nowhere near the entire 700 euro deposit. I signed a few forms, accepting the "there's nothing we can do. contact Europcar since they are the ones who promised you the insurance" line and left. In the same scenario, I was the only customer so no busy store to blame the entire situation on.
4 weeks after returning the car:
No follow-up action. I called on a weekly basis, always being promised that they would look into it and that I would receive a call back. With the exception of one call back at the final stages, I was always the one calling to check in after no contact was made pass their own deadline (e.g "I will make sure that I call you by the end of this week". )
Car as well as the pick up/drop off process was good.
After 8 weeks, I was then asked to fill in a damage form (that we were not told to fill in when we were physically at the store but apparently was missed out during the process)
I was also then told that the car we rented was SOLD and not with them. So they sold the car away without settling any outstanding damages and returning deposits back to customers?
9 weeks (end of April): I followed up again and was now told that the initial picture was not clear and had to wait for a final repair cost to know how much I would get back from my deposit.
This weekly calling and being promised that someone who look into it or that they were pending some other information continued. In the words of one of the staff that I talked to here: "This is not right, I wouldn't want anything like this to happen to me as well".
May End -> News that repair was going to happen and I would only pay for what I damaged even though this repair was very late. It was also during this period that I raised up my issue with their customer service HQ. The excuse that was given to me was that this long waiting time was due solely to the corona situation and that I would still bear the full cost. I just received my deposit and am hence writing in this review.
This was tiring and honestly the worst car rental experience that I have had. It's one thing to charge exorbitant repair costs (many companies do) but to take a customer who consistently communicates with you and drag out the process: that's something I think is clearly in
#delivery(2/5) #price(2/5) #quality(2/5) #refund(2/5) #customer service(2/5)
#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)
Usually stable businesses have more than 5 authority websites mentions, this one has 77 authority websites mentions and 0 mentions in other websites
Europcar.com Review
Car rental and van rental worldwide. Discover exciting offers and book online to save money with our convenient and hassle free booking. Find out more.
Europcar.com Customer Service Contacts
No contact details for this company.
Share the company's rating
Share Preview
Is this your company?
Access SmartReviews free tools for businesses and start getting closer to your customers today!
3 years ago
review by Sharron