Absolute crooks. We explicitly declined extra insurance at the desk when we picked our car up in Bordeaux, we were asked to sign the rental form, they had added the extra insurance without our knowledge. 5 days later 170 quid comes out of account. It was blatantly mis-sold at the desk by a Lyn employee attempting to hit a sales target. Customer complaints basically said you signed for it, tough s**t and closed the case. Scum
Review by StuStar1 month ago
Had to pay for a small scratch on the bottum of the bumper in my car rented in Montenegro. The scratch was not visible, but could only be detected by feeling underneath the bumper. I did not check this before accepting the car. I am pretty sure I am not the first or the last to be charged with this scratch.
When writing to complain to europcar I do not get a reply
Review by MiniNeo1 month ago
Avoid this company. AVOID AVOID AVOID! Picked up car at Liverpool airport on the Friday and headed to south over the Mersey crossing. Theres a toll to pay but it is only £2 so i paid it over the telephone, the automated voice told me there are THREE outstanding crossings to be paid for and asked how many payments do i wish to pay, naturally i said ONE as we had made ONLY one crossing, the voice did not ask WHICH crossing i wished to pay for or give me choice, i just paid. Yes you may have guessed Europcar receives the fine in there name for the unpaid crossings that someone else made and they "automatically" send it on to me.
NOWHERE JUST NOWHERE is a customer service email adress to be found. I call international to Europcar and get put on hold for 18 minutes, i explain the situation then receive eventually an email adress. I send proof of payment to Europcar. Today i receive an email from Europcar informing me they have transferred the fine to my name and on top they are charging me a bill of £40!!!! For there administration fee. They totally ignored my email, i have further proof of my innocence but customer service is just BAD BAD BAD!!!!! In the mean time my bro-in-law visited from America and rented Europcar too. The car broke down, the gearbox was completely gone. We were far from home, after calling emergency number from europcar the woman immediately patched me through to SEAT garage who patched me through to breakdown recovery. Took two full hours to arrive. Calling Europcar again, what about replacement vehicle, lady tells me " Well it's Friday evening now we wont find anything now, get a taxi and book a hotel! " This on a friday night, the busiest in the season. Europcars response is to find two cars from a different rental company at Frankfurt airport MILES AWAY. €110 taxi fare plus €50 the friday night. We were stranded for 5 hours before a DIFFERENT company calls me to say they cant help us till Saturday morning. That a car breaks down can be unforseeable i totally understand, can happen to anyone but the way Europcar handled this, just handing responsibility over to the customer, passing the buck these two ways in NOT acceptable. Bad bad customer service, the worst i have EVER received in my 52 years, even worse than Gate1!!!!
Review by Abinay1 month ago
Lying bunch of shysters who bully their customers into buying additional insurance, lie about the amount of fuel they’ve put in your car and grossly over charge for it. Even when shown photographic proof they refuse to refund. DO NOT USE THIS DISGRACEFUL, DISHONEST COMPANY.
Review by Lenann2 months ago
Booked a delivery but 2 days before the rental I get pick-up details, which I hardly took seriously. But when I called Europcar they said sorry they don't deliver to new customers from that depot. Getting there by public transport would take me 1hr 14 min including 35 min walking.
When trying to book alternative options they would not offer anything at a reasonable rate.
Review by TommyMac Kamberlin2 months ago
Customer service at the rental place is very nice (Bordeaux), but we had to wait 1hr30min before getting the car we reserved because they did not have it as the location...
Review by Kajuanna2 months ago
Spooky adventure with Europecar Mexico. Just spent the summer in wonderful Mexico. Before entering Belize I went to the local Europecar office at Chetumal Airport - to buy extra insurance before going to Belize. I paid plus usd100 and got a letter in spanish, which I can not read. In Belize a friend of mine read the letter, which said that the car was totally NOT insured in any way. So I was driving on a bomb waiting to explode. My friend directed me where to buy local insurance, which however only covered 3. party. Spooky drivng an uninsured car. Bad job Europecar.
Review by Maksudur2 months ago
Updated review, Europcar charged me £40 for administration costs for a letter they sent me regarding a toll crossing with Merseyflow Liverpool, they claimed i had not paid. Despite sending PROOF i HAD paid not only from my creditcard statement but a RECEIPT from Merseyflow they still randomly deducted £40 from my Visa card!!!! They ignore my emails so now i have to take on a lawyer to sue them. Luckily i am insured for a lawyer, all this stress for something i am innocent of. Avoid avoid avoid at all costs! When it goes wrong with Europcar it goes BADLY wrong in the customer services department, save yourself the bother and pay £20 extra for your car hire with another company it will be worth it!
Review by Sayda2 months ago
This company in my opinion has the worst customer service ever. Nobody cares, its a total con, the media man answered my last comments saying it takes 9 days to sort an issue, we are now in our 5th week and nobody replies to my emails, we have sent screen shots of existing damage clearly showing existing damage at the time and date we picked it up in Venice, who's staff were rude and generally sum up the company, the guy wouldn't Inspect it with us in Milan airport when we dropped it back, because it was raining, then he discovers 'existing' damage we we had photographed when we picked the car up. They get you to sign for the car before they bring it to and then won't look at damage not detailed on the paperwork, quite clever when you think about it. Shocking company, when you phone the UK number is goes abroad and you never speak to a person in the UK, just someone 2000 miles away who quite frankly doesn't give a toss. Steer clear of this company if you want to enjoy and remember a holiday abroad, or if you want your anniversary holiday to Venice and the lakes area ruined and to cause distress for something you didn't do, the rent from Europcar, disgraceful people, read all the reviews it's really hard to find a good one, I liked the one particularly stating a whistl blowing ex manager who tells all about the bonus and salary to be made from ripping people off, it's aksi interesting to read about the CAB in Leicester that took Europcar to court for their business antics.
Review by RichardEnskat2 months ago
Does not respond to contact form with a basic question. If you like to grow your business, I recommend you start to offer customer service. Rather than ignore questions that may lead to a sale.
Review by Kevinofrizzante2 months ago
STAY AWAY FROM THEM FOR BAD BUSINESS PRACTICES. Europcar are well-accessible and have friendly ground staff. However, the troubles begin after you turn in your rental. I've had three rentals from Europcar and have been charged additional fees amounting to hundreds of EUR and have not recieved the security deposit back even though the rentals were signed off by the ground staff. That is another approx. €900 that I'm waiting for.
Review by ChristopherC2 months ago
If you want a company that:
1) won't refund your deposit when the car you booked 2 months earlier isn't available (or any other car for that matter!)
2) don't respond to emails.
3) fob you off on phone calls.
then this is the one.
Just nobody in the customer services appears able or willing to take any responsibility, and the Case Managers think they are above using the phone. The attitude of the people on the desk when I went to collect the car was appalling. It doesn't take the brightest person to work out that this sort of deceiptful, corrupt, short sighted behaviour will hardly entice anybody to use Europcar again. Not recommended in any way whatsoever. Do I really have to give it even 1 star?
Review by Flemington Mondberg2 months ago
I posted the review below of Europcar UK's customer service exeprience on the Europcar UK review site. Europcar UK then report and block the review which prevents me from providing a further review of their lack of customer service response in follow up to my earlier review
Despite receiving an apparently conciliatory reply from Europcar to my negative review and suggesting I contact Customer Services who will review my complaint, I have already made several long, international calls to Customer Services UK and sent in the region of 30 emails to them. Yet no resolution of the matter has been forthcoming. A Europcar customer services manager Chuck even confirmed to me in a telephone conversation that actually Customer Services themselves have no authority whatsoever to resolve customer complaints.
OK SO THIS REALLY UNDERLINES EUROPCAR'S POOR CUSTOMER SERVICE! I give the company a bad rating for their customer service - which was a DIFFERENT rating/ review to the one about their operations at London Heathrow specifically, and they REPORT MY REVIEW which blocks me from providing any further reviews.
Review by Fady2 months ago
Booked a "Selection vehicle" in order to be sure to get the car I wanted. I even got it on writing that I would the specific car. However at the airport I am told that the car is not available. Such BS. I have written to their customer service and their reply is that they can not guarantee a specific model. But I ordered a specif model and paid extra for it!
Europcar is an unprofessional company living on 1 time customers.
They should be sued for their false advertisement!
Never again will I rent from Europcar.
Review by Celanese2 months ago
My husband and I rented a car from Europcar in Naples airport. We called the day before to change the pick up time from 12:00 to 10:00. Once confirmed, we booked a tour of Pompeii. Arrived at Europcar to be told there was no record of the change in pick up time. We were advised there were no cars available and we would need to pay for an upgrade if we wanted a car at 10:00. We explained we’d changed the pick up time and showed the number used on my husband’s phone, but we were told we couldn’t be helped. Lost the money paid for the Pompeii tour. Lea and Martina were particularly rude. When we eventually received the car, it had many scrapes, dents and scratches. Will never use Europcar again.
Review by Wahlia2 months ago
Arrived at Alicante airport having booked an estate Volkswagen previously only for them to say there's no more available and we have to pay an extra 400 euros for 'total protection'. Absolutely shocking service, recommend you avoid.
Review by Halmed2 months ago
I recently hired a car from you. When I picked the vehicle up the lady serving me asked if I needed premium protection and I said no I already have it. I thought no more of it.
I have since returned the car but a few days later I received an invoice charging me for premium protection. I have emailed customer services and they have said they aren't refunding this payment to me as I signed paperwork to say I was taking the protection out!
When I signed the paperwork the lady did not explain to me what I was signing for and I assumed that the excess protection that was on the paperwork was the protection I had taken out when I booked the car hire. She did not explain that this was something different. I am not at all happy about the fact the you have basically stolen this money from me. I have read your other reviews and it seems that it is common place for people to be overcharged for things at the Luton airport branch!!
Is miss selling, overcharging and ripping off members of the public part of your employee training plan? I would like this matter resolved as a matter of urgency.
Review by LeeH Suikkanen3 months ago
Was charged full amount on two different cards. They submitted falsified documents to my bank to keep both amounts. Avoid at all costs.
Review by BMank3 months ago
Booked compact from Lanzarote airport for a week, took 10 mins to have the key in my hand with a free upgrade.
Nice car, great condition and only a small bityl of damaged which was noted and a full tank of fuel.
What I like with Europcar/Keddy (it's the same company) is that you get the damage standard and a measuring kit so you know if any paint chips or scratch's are ok.
Highly recommend them from Lanzarote airport.
Review by Nicholl3 months ago
Buyer beware! Europcar are nothing short of crooks. Take a look at their twitter account and you will find a litany of complaints regarding overcharging, hidden charges, deposits not being returned, being charged for cars that were never delivered, accident damage that never was etc etc etc. Indeed Europcar were (or currently are) being investigated by the UK Trading Standards into into allegations of “fraudulent” costs to the value of £30m.
Review by KGaymer3 months ago
We booked a car from Europcar at Luton airport, UK. when trying to collect the car, the rental clerk (Zac, at the Luton office) pretended that our vehicle was not yet available, even though it was clearly visible on the parking lot. Instead, he tried to sell us a significantly more expensive vehicle as the only one available immediately. This is a very cheap and dishonest trick. Europcar should stop forcing their employees to try to earn commission by using such dishonest and extortionate strategies, essentially ripping off their customers. This kind of behaviour should never be encouraged or even tolerated by a reputable and competitive company.
Review by Jaspinder3 months ago
Scam company Europcar Lisbon Airport
On the 6th of april contract 7015608100 I rented a car from Europcar though Ryan Air booking no: PT526532350. The plane arrived late and I was running through the airport as they close at 1am and it was already past 1 when I arrived but there were still people there so was fine.
But we just card new credit cards though the mail and were not activated so the pin would not work , my wife had a Portuguese debit card but because the booking was in my name they made her a second driver and took an extra €405.29 euro on top of the €243 already paid. The €405.29 was including a deposit and they made us take out the full insurance but this money never came back not a penny of it , total cost of this hire for 2 weeks is €648.29. at this point I still had faith in the company that some of the money would come back but it because clear when we took the car car and we got photos of scratches on the car that was already on the car when we collected it.
Second hire reservation number : 1105250880
It was just me and my wife flying back out to get our holiday home ready for the summer so I thought it was a nice idea to upgrade the car ( normally I really don’t care) but it was only 4 days , so they offered me a Lexus hybrid , as I wanted to try a Hybrid anyway I took it , mistake it drives like the clutch if gone , but that’s just the way they are . I ask how much and they wanted a 120 euros a day more and I said no , I am willing to pay 300 euros more and we agreed on 320 ( 80 a day ) more for the car , but they charged me another €86 euros a day for basic Rental ? so it a total scam they took 368 pounds €438 euros out of my account not to be seen again.
To make things worse we needed to stay longer and changed my flight took that Lexus back hired a normal car ( booked the car through easyjet ) booking 1105497733 when I changed my flight , but in my rush I booked it form the 15th not the 14th so the same guy that ripped us off before with rental 1 was behind the desk and because I booked it through my debit card he could not give me the car ? He then refunded me for the booking booking 1105497733 £93.28 pounds then made a new booking 7015754092 €139 euros or £124 pounds! But then me charged again the NEXT day booking for the same booking that he just refunded me booking 1105497733 as a no show 95 euro .
So 4 scams on 3 bookings this company is a scam and they just sent me an email saying : reached the next level of Privilege: Executive! As if I am ever going to rent from them again overall overcharged as a quick calculation €760.00.
Review by Arka3 months ago
I posted a bad review recently after Europcar charged me refuelling costs in the UK even though I had filled the car before dropping it off at Heathrow. I contacted them with a copy of the petrol receipt and I am pleased to say that the money was refunded in full. Apart from this hiccup I have to add that everything else went smoothly and I will use Europcar again in the future.
Review by Flutterbyes Cambery3 months ago
The person in the europcar has no manners at all to talk to a customer.....also not all ready to help in any situation.....lost full money on rented car due to it.
Review by Faded3 months ago
I had the worst car rental experience in my life with Europcar during the summer. And I will remeber it forever.
First, I received a car in very bad conditions: high mileage, schock absorber in a bad state, worn out tires, and also presenting other maintenance issues that I will not detail here. It was in fact the second car that Europcar was offering us: we had to refuse the first one which was showing some form of damage on the underseal, not identified by Europcar.
After a few days, we started noticing warnings on the instruments panel indicating that a tire was under pressure. Despite frequent stops to re-inflate a tire (front right), the warnings were always coming back: the pressure of the front right tire was always quickly dropping to low levels and we had to stop more frequently.
At this point, I tried to contact the emergency phone number of Europcar and a I talked to a lady who told me that she could not help. This lady also told me to call the phone number of the Europcar agency where I had rented this car. I tried to call this other number (at normal office hours on a Thursday) but the Europcar rental agency was not answering, leaving me with absolutely no support for my issue.
As I was worried for my security, and since I had to drive on the highway, with two passengers, I decided to replace the front right wheel, which was obviously subject to slow puncture and had to be changed.
When I returned the car, I explained this situation, and signed a written declaration about it. There was no comment and I receive no invoice from Europcar. But one week after, I checked my bank account and realized that Europcar had withdrawn more than 300 euros from my bank account, without any prior notification.
After several calls and e-mails to the customer service department I finally received an invoice, showing an invoice item for "damage", and including 75 euros of administrative expenses. I also received a document that I had never seen before, where Europcar had made a copy/paste of an electronic version of my signature and including an item of "dammage". But the handwritten declaration that I made and signed has now completely disapeared from Europcar's records and their customer department is ignoring it.
I cannot believe that this is happening with a big name such as Europcar. In the past, I rented cars in countries such as Indonesia, and other european countries such as Italy or Greece. I already had to change a wheel and this never triggered any comment or any surcharge.
I have been trying to explain this case to Europcar's "customer service" department for more than one month now , by phone and by e-mail, and I am facing people who are completely stubborn, and who do not want to listen to me. I have sent detailed explanations several times, with copies of evidences, but they pretend that they need more time to study my case, send inconsistent replies to my e-mails, they do not apologize for their obvious mistakes. All in all, I am just facing a "csutomer service" departement where people are paid to be politely dishonnest.
Needless to say I will never rent a car with Europcar again.