Europcar UK

I rent cars on a regular basis all over the world and my experience with Euopcar has been one of the most disappointing I have ever had. I feel like they have ripped me off by using a bait and switch on my chosen vehicle. On perusing one of the aggregator websites,I was drawn to Europcar who were advertising a Mercedes GLA. The price was towards the higher side but I selected it as this is a vehicle I am specifically interested in. Not unsurprisingly, there was none available when I arrived to collect my vehicle. I was told that they don't actually rent out the Mercedes GLA, as it is soley used as a standby/emergency vehicle for when one of the other Mercedes products breaks down. That means that they never intended to rent the advertised vehicle and then they hide behind their T&C to provide another vehicle. To add insult to injury, the "other" vehicle turned out to be an Audi Q2. This car is not even close to being in the same league. In fact, you will not see the Q2 advertised on their website because they would have to attach a publically visible value to it, which would reveal their malfeasance. Of course, all of this is allowed under their T&C and they remain the final arbiters of what is fair... To be fair, their staff were friendly, pick up and drop off were straight-forward - pretty much a vanilla experience apart from the fact that they provided me with a cheap and nasty substitute vehicle.

Avoid like the plague. I lost the keys to my rental and received zero help from the branch. Was left stranded on a bank holiday and had to arrange recovery myself. 6 months later received a letter from a solicitor asking for payment of a £1028.53 charge. I contacted Europcar who has failed to send any correspondence to me despite having me phone, email and address. They refused to share the itemized bill for repair from the dealership who provided the new key. Stating I only have access to the bill from them. No proof that it cost Europcar £1028.53 for a replacement key. Shortsighted. I now use Hertz regularly even when the quote is higher and I've had zero issues from them.

ITALY previous review warnings sadly were very accurate Firstly I always use Europcar and have found them to be excellent, but on reading reviews for Italy i used them for the first and last time with caution. Was given a guaranteed on line booking price inclusive of VAT. Collected the car and made no changes. On return to the UK i was charged an additional £450 and VAT. On questioning this i was advised a GUARANTEED PRICE changes to an approximate price when you sign for the vehicle - No explanation as to why Wasn't warned of this and would say that's rather misleading. FUEL scam Being prior warned I took photographs of the fuel tank prior to filling on filling and return Admittedly i drove 35k in a Hybrid to drop off Brindisi airport. Was told i had to replace the fuel for the 35km used. I refused the traffic was bad and i didn't have time. My final bill stated the vehicle was 2/8 empty & was charged for refueling at Eur22 plus 11Lts of fuel - in a Hybrid ??? amazing Have complained and received an immediate reply "we will look into the fuel issue" and you signed an approximate price contract A month later with follow up mails ....no response "like pulling teeth" If using Europcar Italy suggest you take photographs

Worst car rental company. I booked a car through their own website (directly and not third party) and when I went to their office to collect the car l, they declined to give the car without explaining the reason. It was 11 pm and no other car rental companies were open so I can get another car. After a long journey this was the cherry on the cake. I have to pay for a taxi and wait under the rain for some time just because I trusted this company and not sure if they give a refund or not. Not suggested. DO NOT try this company. Waste of time and money.

This company's Cardiff branch are absolute thieves giving cars with a quarter tank of fuel and expecting it back full then have the cheek to take 54 pounds out my bank still send me a letter saying I still owe them 54 pounds and charge me 33 pounds for the letter no other words other than SKAMMERS I dread to think how many other people they have done it to

PLEASE don't use this company - there are many others around! I hired a car - it broke down - it happens! I telephoned for help - they were useless at attempting to help - they put me through to the AA who could not help!! - they put me through to Kwik Fit - who said to call back on Monday as they were closed!! It was an absolute joke! I received a parking fine as I was 'parked' for too long as the motorway services given that EuropCar breakdown assistance was non-existent. They then charged me £40 admin fee for the Parking Ticket above. The Customer Services team members are useless. They lie to you and do not help you. You write emails and telephone for answers, refunds & compensation - nothing happens! So, do yourself a favour for the sake of your sanity - use another company. UPDATE: Europcar have given an 'auto-response' to the TrustPilot Review but if they even care to check their email systems & phone logs and ask their CEO they will find the details of the complaint.

I am a Motability customer and have had to have 3 ev loan cars from this company in the last 6 months due to ongoing issues with my Motability vehicle. No problem with the 1st car I had from them BUT, the last 2 bookings have gone disastrously wrong: The 2nd car, an EV, had a faulty battery which wouldn't hold its charge and consequently had virtually no range. After approximately 4 hours of continuous calling and timed-out disconnections, I finally managed to get through to someone at Europcar who advised it couldn't be replaced until the AA had been called out. I was supposed to be transferred to the AA however I was just routed back to the main Europcar switchboard and had to wait a further 40 minutes before I spoke to someone. I asked for a direct number and eventually managed to get through to the AA, who then advised that they wouldn't be able to sort the battery issue and that I needed to re-call Europcar. After some negotiation and having explained Europcar's refusal to replace without a mechanic's report, the AA agreed to have a mechanic call. He duly arrived and advised the car needed to go back to Europcar for repair. He called Europcar, advised them that he was from the AA and that the car needed replacing.... they told him they couldn't help and that he needed to call the AA!!!! He was shocked. Between us, we agreed to drive down to the (Exeter City) branch to try to sort something out. Again, after some negotiation they agreed to provide another vehicle, however they wouldn't have a suitable car until later that day. They promised to call me when it was available so that I could drive back down and collect it that day. I NEVER received a call back. I attempted to contact the branch direct for updates on its availability later in the day, but they just picked up the phone and immediately put it down again. I ended up having to drive down to the branch the following day - fortunately the replacement vehicle was on the forecourt. I challenged the member of staff on duty about the lack of communication. He could not offer any reason as to why I hadn't been contacted and was totally unapologetic for all of the inconvenience, stress and anger Europcar's inactions had caused. NB the replacement car provided was also damaged. The 3rd car - I'll keep this brief.....! What Car? Europcar were notified at the beginning of the month that I would need a car for today, 18 November. I got a call from them 3 days before to discuss my needs, and was advised that ev cars were in short supply but that they should be able to source something and would let me know. Guess what - no contact from them and I ended up calling them this morning. Something must have been wrong, as I only had to wait 15 minutes before connecting with the branch, who actually answered this time without putting the phone down immediately. They advised that Motability had contacted them to cancel the contract due to "a lack of suitable vehicle availability". They LIED - I contacted Motability RAC who checked their records and advised that it was EUROPCAR who had cancelled, not them. The RAC then took new details, and I am now waiting to hear back from Europcar for a new loan car. This of course, has directly impacted on not only me, but the dealership as they now do not have a car to repair. This company is APPALING and I'd suggest that anyone looking to hire a vehicle avoids Europcar like the plague.

Faceless staf and company! They don't accept the conditions of booking, from the moment enter their office, they are strongly pressed to choose a more expensive car, to buy various funny and expansive additional services, combinations with documents, lying about the price etc. You can be sure that in the end you will pay more than you thought - you just don't know it yet...

My husband booked a car to try and get back to see his father who had a stroke we booked and paid in full when he arrived at Shannon airport the desk was shut. He had to stay in a hotel overnight. Get cabs back-and-forth to the airport. I could not get through to any customer service anyone I did was so rude and unhelpful. The only person that helped us was a lady called Joyce🎉 who I am very grateful to, I would recommend no one booking with your car as we have been customers for over 15 years and will never use them again

Our rental went very smoothly BUT we’re currently have been trying to get a measly £19.99 refunded by them for about 10 weeks now. We’ve made a formal complaint which they barely acknowledged. Chasing emails from us pretty much go unanswered. The £19.99 was paid twice and despite seeing evidence of the double payment their initial response was that they hadn’t taken the payment twice. Rental great but the customer service is absolutely abysmal.

No customer service! I spoke to an agent midweek to make an inquiry about car rental. Nadia was extremely helpful and gave me a great price and a reference number so I could call and confirm the booking. I called several times to try and confirm the booking but each time the agent hung up on me half way through the call! As we live close to the depot we drove to the depot to confirm the booking and collect the car The agent at the depot refused to accept my quote and quoted me over 4 times the original cost!!! When I queried the price I was told to either call again or book online. Online would result in a 4 hour wait apparently... I needed the car immediately to visit my very poorly elderly Mother. Epic fail Europcar!

I've given 2 stars here, and I'm hoping my reasons will become clear in what follows: I am a Motability customer. I have had my car for a little over a year, but, unfortunately, needed to get it off the road following a series of events that are still being investigated. Motability arranged a courtesy car through Europcar, and I was satisfied with what I now have - what I am not satisfied with is Europcar's constant badgering to have the car returned with a view to selling it. While it is clearly Europcar's right to do what it wants to with its fleet, it falls upon me to castigate its staff for the constant barrage of calls and voicemails pushing for information that I do not have access to. When the garage is done with my vehicle, I am certain Direct Line Group (DLG) will let me know. The issues here seem to stem from the fact that each of the organisations involved in the care and maintenance of myself and my car - Motability Operations, Direct Line, the garage and Europcar - all seem to be acting independently, with the only dots joined being the ones I connect with my calls to update them on events as they surface. This might not sound like a good operation - and you would be correct, it is not a good operation. I guess this is to be expected as you increase the number of participants involved. I write "expected" but definitely do not mean "justified." These past 3 months have been nothing short of nightmare-ish! I am seriously considering giving up my Motability plan and going for hire-purchase. Sure, the road tax, insurance, etc, will fall on my shoulders to pay, but there shouldn't be much of a difference in financial terms. Plus, the stress of dealing with multiple orgainsations will have gone. Update: Several reviews have emphasised their dissatisfaction as having companies offer to discuss their concerns out of sight of readers, and I echo that here. Perhaps Trustpilot can come up with a way to keep future readers 'in the loop' where a company responds to a review. At the moment, there seems to be nothing to reassure readers whether a certain company can be trusted.

Booked a van to assist with moving flat. They cancelled within less than 45 minutes prior to pick up. They couldn’t have cared less. And offered NO solution. I was left stranded. Furthermore, they took my money and claimed a refund would take up to 14 days!!! I made a complaint and the email I received took ZERO responsibility and even blamed me for the booking errors. Offered no solution and certainly no compensation for my time and money that I wasted.

Terrible. Im out £1500. Booked in January, paid by credit card, paid credit card in full. Changed booking in July, reduced rental to a £400 car. Were emailed confirmation of change and that initial payment of £1500 would be refunded, and they took the new booking value of £400. No refund came through though. Have spoken with several members of the customer service, were told refund would be 10 days, then 28 days, then that no refund was due as it was a 'pre-payment'. Their own customer service team dont know the difference between a pre-payment (take funds) and a pre-auth (reserve funds). They have denied my credit card the company the refund, so Ive lost £1500. Will never use them again, and will actively encourage anyone I meet to avoid using them.

Shocking!!!! They maybe cheap but pay a bit more. Customer service and organisation none existent

Following on from the response from my review, I contacted their customer service and I havent heard from them since my last response to them 7 days ago! I will continue to post here until my complaint and situation is sorted as I am getting nowhere - new customers please be aware that their customer service is so poor including the so called complaints department

The car provided was fine, my only complaint being it was not made clear THEY CHARGE FOR FUEL AT £2.03 PER LITRE YET I HAD ONLY JUST FILLED THE CAR UP AT MY LOCAL GARAGE AT £1.31 PER LITRE. IT SEEMS THEY CHARGE FOR THE FUEL USED BY THEIR DRIVER WHEN RETURNING THE CAR TO THIER DEPOTS, I add their driver took the longest route possible when returning to the depot. Apart from this everything was fine with the car and its a real pity my giving a 1 star review.

recently been to Northern Ireland and booked car from europcar, I arrived for pick, staff were excellent and super helpful car was clean ande i enjoyed my 4 day stay, returned car yesterday and recieved my deposit back today,,,big thanks to the stall professional service.

Después de publicar mi experiencia en Trustpilot con Europcar. UK (hicieron falta más de 6 horas y 14 llamadas a su Call Center para que vinieran a cambiar una rueda pinchada y nos cobraron un día de más ) como siempre responden con su "envíenos más detalles a nuestro link....." Pues, bien, he vuelto a perder tiempo en hacerles llegar mi queja con todos los datos de las llamadas y demás documentación y SORPRESA!!! entonces ponen que hay un error en su página y no deja que envies nada. Seguiré indagando como puedo hacer que nos idemnicen por tanto tiempo y dinero perdido y mientras tanto sólo puedo recomendarles que se busquen otra compañía si quieren alquilar un coche y que les cobren por el servicio que dan sin engaños de venta de más seguros que no sirven para nada y mal servicio.

Lacen as before was very helpful, understanding and caring at London Victoria Coach Station Location. He was working alone that day and even when I return the car he was about to close at 6pm but waited for me to until I retuned the car on 5th floor and came back to return the key. He also made a hand written a note for the morning staff about the car external damage as there were couple of scratches and a dent in the back which was not recorded in the system. Even though in the morning he did record the above in the system when I showed him when taking the car. This shows he cares about customers and how seriously he takes his job. While on the other had when I received the final invoice, the receipt stated that car retuned on 07/11/2024 & 11:00 AM while the actual return was on 06/11/2024 and I guess the staff came at 11 for work as I believe this location is working with skeleton crew and it can have a an effect on some staff as they don't care as they do not get enough hours or looked after. Just saying as it could be extra charge for me being one hour late even though I returned the car same day. Please look into it and keep and reward staff like Lacen. Also I was looking for Dwayne and heard he left. Don't let go good people, just saying because they are the face of Europcar. Thank you Lacen for such a good service and car, and keep up the good work.