Europcar UK

Further to my other review I now have their collections team demanding £54.80, from an invoice that is basically borderline fraudulent! I cannot speak to the branch in Swindon as they do not answer their phone line. I state DO NOT USE this company under any circumstances they either do not know what they are doing or are just untrustworthy full stop. 5 days for branch to investigate customer services give them is up and now £250 down - will seek legal action if necessary. Update you have finally responded and offered me £225.04 back you still owe me the remaining amount as the van was not returned late either!! I’ve given up talking to Samuel in customer services as he is not responding to the emails. Still waiting for my money which you hang on to for up to 10 days. Finally had the word sorry used in one email about time! Also writing off £54.80 I never owed you in the 1st place is a poor choice of words. I still want my £24.96 back as that is a late vehicle charge that doesn’t exist as the vehicle was returned on time after 3 days not 8 days as you have already established due to lack of documentation as you put it !

I was involved in car accident in May I reported the incident to my insurance company at the time as well has the pain and suffering I received they then put me in contact with Europcar Group uk ltd for replacement vehicle while my car was being repaired They was supposed to give a like for like car that was sent in a email from them, will were do I start.... I arrange for the delivery of the car at time I would be home in afternoon the car turned up in the morning good thing my child was home they left car with my child and it was NOT the same car as they described in their email what I received it was so large like a tank and dirty discussing service with no explanation or nothing they collected the car few days later when they were available didn't wait for me to return home the same treatment I received from the start from them terrible service I telephone them to make arrangements to pay the petrol I used due to financial hardship I pay their money plus the interest they put on top over 3 instalments that was owed and now 5 months later Im still receiving debt collectors letters and emails demanding payment to no avail I have tried to get in contact with Europcar Group uk ltd collections department and their debt collector company by the name of Shakepspeare Martineau no one has responded to my emails or telephone calls which is causing me considerable distess. This company and the bad service I've received and the emails and letters the harassment from them I would never recommend this company stay clear of Europcar Group uk ltd they are unprofessional they don't care about their customers.

Further to my earlier review, nothing has changed. I have been in contact with Europcar on several occasions. I have also written to Resolver and the European Car Hire Conciliation Service and the end result is……..it’s all my fault and I should have learned Spanish before I signed the agreement! Do not use this company unless you have money to throw away.

OK so imagine how I felt when I went to the Penzance office hoping to pick up my car, only to find a note in the window saying that the office had been closed a week before and I had not been informed. We had to get a train and a taxi to their Truro office, where no one apologized and they had no record on their system of my reservation, despite me having at least 3 profiles on there from previous hiring. So in the end they refunded me the just over 17 quid for the train and taxi and refused to give us anything for the anxiety and stress. In addition I now know that the Penzance office staff have been laid off, just before christmas, how horrible, I will never use them again on principle.

I confirmed my booking with Europcar Edinburgh over two months ago and I provided all the information for a fast track check out. I have been registered with them for over 20 years. I had rented from them at Stansted as recently as 4 weeks ago. When I arrived they claimed that they could not find a credit check for me on "their system" and completely refused to rent me any car. Remarkable customer relations! I rented from Hertz 5 minutes later. Never again!

I am very disappointed with Europcar and as being a regular customer. I booked a Mercedes A class Automatic for 3 weeks and was given an Audi Q5 what i thought was amazing and at no time was i told i would have to pay double for this. I signed the document thinking this was my original rental cost for the A class. Unfortunately i had to return the Q5 as had a slow puncture from the start and was given an Audi Q2 what was tiny but all they had. I returned this car after the rental and got another bill taken out from my account what doubled my cost. I questioned this to be told i had been given an upgrade and this was the cost !!! I never got offered this and would never have approved, I was simply told the Q5 was your car. i never approved this ? I told their Customer Service i had been given a Audi Q2, they told me this was an upgrade from a Mercedes A Class !! are you kidding me !! on your website an Audi A3 is cheaper than an A Class Mercedes, i felt their customer services just brushed me off !!

They cancel my reservation I don't know why

Beware - Underhand Upgrade Sales and Vehicle Damage Claims! Hired vehicle for a week from Gatwick Airport, desk agent offered a car upgrade stating £40 only, he listened to our family discussion that it was only £40 more and we agreed. In fact this was a daily cost, the agent made no attempt to correct our mistake and we didn’t fully check the upgrade agreement to spot his underhand technique. Following the hire we were also invoiced for new damage to the car, luckily we had photographic evidence that proved the damage was existing damage and the invoice was cancelled. An extremely disappointing and stressful service in which we felt Europcar were only interested in getting as much money out of us as possible. Never again! We complained to Europcar and their answer was the agents word against ours, whatever happened to the customer is always right.

Gewoon criminelen. Augustus 2023 auto gehuurd in Edinburgh. Helaas de eerste dag rijdt iemand de rechter spiegel ervan af en rijdt door. Wordt door wegenwacht tijdelijk gerepareerd. Bij inleveren auto formulier ingevuld, tja rechter spiegel is verwoest. Verder geen schade. 2 weken later claim voor rechter spiegel en opeens zogenaamd een deuk aan de rechterkant. Meteen gemaild met foto’s en bewijs en een week later een mail van Holly Flynn van custormercare dat ik gelijk heb en er geen claim wordt gelegd. Ik hoef niets meer te doen staat er in de mail. 3! Maanden later opeens een grote factuur, 800 pond voor de spiegel en 1100 pond voor “lichte schade”. Voor de lichte schade geen bewijs van factuur maar alleen een kostenraming. Echt oplichterij om je volledige eigen risico te laten betalen. En dat terwijl ik mail heb gekregen dat de claim werd ingetrokken. Er was geen extra schade. Alleen de spiegel.

Atrocious. I booked and paid for car hire - needed the car for important meeting journey. Arrived and they would not rent to me because there was a discrepancy in the address. Despite this NEVER being a problem in the past. I had to borrow my wife's car which meant she then had to miss work. This cost me time and £ - useless

Shite doesn’t answer the phone avoid .

Turned up at the Oxford branch the evening before a planned international trip to pick up furniture from my parent's place in France, only to be told that the booked van had been cancelled as they didn't have any available. This is after spending £300 plus on hotels and the channel crossing. Their support team are still insisting they sent an email 3 days before the booking, but this simply isn't true - it certainly never reached my inbox, and I don't delete emails, so it would still be there if they had sent it. In fact Europcar sent me three emails during the booking process (so the email address they have for me is clearly correct and not going to the junk folder) one to confirm the booking, one 3 days before reminding me to bring my driving license, and one literally 1 hour before the booking saying "You're going to get the keys at Oxford and you're ready to hit the road"!! If you need a van ad-hoc and are willing to try again another weekend, then go for it, but if you need it as part of a bigger plan, maybe find somewhere a bit more reliable.

Just had a VW Crafter Van for 4 days from Preston Branch (Lancashire). Great Service from Preston and Kerry. The Van ran well, lots of space. Would do it again.

What a rude and obnoxious telesales person. I wanted to extend my rental and when I questioned why it had gone up £20 in a week, he said that was the price that had come up on his screen, that's fine but his manner was quite rude and it just went downhill from there when my card was declined,I asked to be transferred to Prestwick, but was told that's not going to do you any good as they have the same equipment as themselves. I had to shout over him are you listening to me. Crazy... couldn't be more different to the Prestwick team. Very polite and helpful.

Please people be careful with this company (I used the Wolverhampton branch). I hired a car on Friday 15th November till the Monday 18th of November for a holiday I was going on. The guy at the counter (Chris) did the paperwork and told me not to worry if I couldn't get back early Monday as they knew I had a 3-4 hr d I've back. On the Monday I got back to the branch around 2:30pm the same guy was there again on the computer he took the keys and said don't worry I'll check it back in for you. This all seemed fine until I was expecting my deposit back. I had the full amount to hire the car pending in my bank (hire & deposit) when all of a sudden it came out of pending and all I got back for my deposit was just over £20. I knew this was wrong as I filled the tank back up before dropping her car off. I knew I was owed around £250. When It didn't go in when I thought it would, I got in touch with them about it (which is also a near impossible task as they never seem to answer their phones it took ages). I was told then that because the car was late back they had taken an extra day off us. We told them the car was returned in plenty of time and what we were told at the desk. After some back and forth calls this Chris admitted he booked it in late and he had to fill in a form to get the money back and it would be sorted as it was his mistake. Ok I thought it's been sorted so waited again. It got to the 28th of November still no money back again I contacted them and was told the form was sent off now it's down to head office to approve it. I then took it upon myself to ring head office the person was rude and said that what I'd had back (£20 previously) was all I was getting and that's it. Now I'm mad 😡 I tried the branch again and after a lot of back and forth again was told now the office definitely have the paperwork and it just needs to clear and go into my bank. It is now the 9th December they have had my money for nearly a month, they are gaining interest on it and I'm out of pocket. I need the money back as it's Christmas and it will help. I really feel like they are taking me for a fool and they have really taken the P*** . Again trying to get in touch with them to no avail no one answering my calls please people if u can use another company or make sure when you take the car back that it's checked straight back in or you will have the same problem as me 😡😡😡

I recently dealt with Mariam at Heathrow, whilst she did offer me more expensive cars initially (which aligns with other reviews) i did very clearly explain i could not afford and she went out of her way to accommodate me at very short notice and much sooner than my allocated pick up time. Mariam was lovely and if you are lucky enough to get her i am sure you will have a very pleasant experience. I will use Europcar again as the check in and check back process was without fault and i received an extremely nice car. Thanks Mariam, i really appreciated your effort.

Absolutely useless. The car hire process was OK, the car was fine, but we had to return a day early and to the same depot, not a different one as originally planned. They issued a receipt showing me paying only the services I'd used, but only issued a partial refund for the rest from my prepayment. I understood the reaon for the partial refund, but after days of emails to customer services and calls to their centre in Morocco, they still refuse to give me a receipt for what I've actually paid so that I can claim it back from my employers. I'm fobbed off every time. Absolutely disastrous customer services. Don't touch with a bargepole.

I'm a very regular customer. Just rented a 2024 van for 3 days. No one explained any of the safety features. Steering started to pull and I had no idea why. I was on the M3. I pulled on to the hard shoulder. After 4pm getting dark. I tried repeatedly to get someone at Europcar (as seen in my phone log) but one number only changes tires. The other number put me in a queue. Gary Smith, the CEO did not seem to realise that HIS COMPANY FAILED TO ASSIST ME, A FEMALE NOW STUCK IN A VERY DANGEROUS POSITION. Had someone from Europcar answered my calls and told me about steering assist, I would not have panicked. I finally got to my destination at 9 pm. The location offered me 3 days use. Someone named Irene who investigated and decided not to show any goodwill to a regular customer who is also a Privilege club member decided to renege on this offer. I'm going to complain to the Ombudsman. This Irene has no idea how her denial and refusal will impact business. EUROPCAR FAILED IN ITS DUTY OF CARE BY LEAVING A 63 YEAR OLD FEMALE STUCK ON THE M3 HARD SHOULDER IN THE DARK BECAUSE I DIDN'T RECOGNISE THE STEERING ASSIST ICON, NO HAND BOOK AND COULD NOT GET HELP FROM EUROPCAR. I'm now going to cancel my reservation from Dec 19 to Dec 22 and go to Enterprise. I called 999. They told me to call AA. In response to the reply from Europcar. I sent all info to the CEO office. Someone named Irene replied. She made excuses. She missed the point that there was no one from Europcar answering my calls, despite my calling the 800 helpline. I'm filing a complaint with Financial Ombudsman and another agency Your link in your reply cannot be clicked on.

Absolute cowboy outfit Charged me an extra day because they dropped the car off early and picked it up on time. I had no control over the drop up or pick up time. So they scammed me out of an extra days rent. I tried to complain several time but they either didn’t reply or twisted my complaint to put me in the wrong. I will never use them again and I suggest you don’t

I had a very frustrating experience with Europcar car rental company in Salzberg airport and poor support service from UK team too. When I returned the car at their centre in Salzburg airport, I was explicitly told that there were no additional payments to be made. However, I was shocked to later see that I was charged nearly €200 for cleaning, despite the fact that I had thoroughly cleaned the car before returning it and there was no mention or in the contract about any cleaning charges. What made the situation even worse was that they didn't inspect the car in my presence, even though I specifically requested it. It felt like they took advantage of the situation and slapped on an unfair charge without any justification. It’s incredibly frustrating when a company gives you false assurances and then tries to impose arbitrary fees without transparency or accountability. I won’t be using this rental service again and would advise others to be very cautious before renting from Europcar & contact your credit card company after the rental return to put a block on Europcar before they steal your money.