Europcar UK

Terrible service, took over 2 weeks to collect car and no communication. Told me they would collect multiple times never turned up and no comms.

Absolutely disgusted with Europcar customer service. We book car hire and I made a mistake in the booking which if they had checked our flight details would have clearly showed the mistake. In the end they rang us and told us we needed to amend the booking quickly or it would be cancelled. We were then told nobody could change anything. Absolutely no help or understanding. Stay well clear!

Awful company do not use this company absolutely shocking customer services can’t speak to a manager or supervisor branch phone they never answer or return messages sent even emails to security team and they don’t have a number to contact I’m currently waiting to hear back from BVRLA and trading standards regarding EUROPACAR AND THE CHELMSFORD BRANCH AVOID THIS COMPANY AT ALL COSTS UBLESS YOU WANT MONEY TAKEN FROM YOUR ACCOUNT WITHOUT PERMISSION WHICH IVE NOW OPENED FRAUD CASE WITH THE BANK

Be careful, they remove pieces inside the car and they charge you for it. Scammers

Very mixed experience with Hire Car in Slovenia... Very slow service when collecting the car - almost 30 minutes !!. The car was great however the biggest issue was returning the car to the Ljubljana downtown 'office' BEWARE - The return location is 15 minutes walk from the car park, the instructions for the car park are inadequate which resulted in a detour around Ljubljana in rush hour traffic, the car park does not have any specific signage for where to park the car. Once we had waked to the office and mentioned the above the agent was very apathetic regarding our issues. To top it all off the car was inspected within 15 minutes of us returning the keys so someone must have driven out to do that. There was adequate parking outside the key return office so the car could have been returned there easily. Need to improve this massively.

Really poor. I had to pick up the car from a different terminal, was given an inferior car to what i booked and then found it very hard to return the car as i didn't have access to the parking! Also, the price that Europcar charges for children's seats is ludicrous. It's cheaper to go to the local Tesco and buy one than rent a car seat for a day! What's more, Europcar responded me to get in touch directly after my Google review and funnily enough the website kept crashing when i tried to submit it. As a last straw i called them but they weren't able to take feedback on the phone. It sounds like they just don't want to hear it.

Car care..no customer care..can.t diagnose fuel pump..25 years experience of working with renault.. given up lazy overcharging .GAS LIGHTING LIARS

Avoid the Liverpool branch unless you enjoy spending the following month after returning the car, disputing damage, and extra charges.. never experienced anything like it after 20 years of car hire from various companies. I will never use this company again even though their pursuit of extra charges for damage was eventually dropped!!! Not worth the hassle. There are thankfully more honest car hire companies out there...

Europcar supplied a replacement car through my insurance company when mine was shifted from behind and written off. This happened on a Friday. The following Monday I had to drive from my home in Cornwall to Gloucestershire with my cat who was going to a specialist hospital for treatment, while I stayed nearby in a B&B. Europcar Truro texted me on the Monday saying that my hire car would be delivered between 12 and 2. I had bee trying to call them all morning to bring it forward as I had to be in Gloucester by 5pm. They don’t answer this phones. They don’t even play music or have a message telling you that you are in aqueue….they just play you an advertisement over and over. My insurance company did manage to contact them though, and Europcar called me shortly before 2pm. They told me that an MGHS has bee booked out to me and was on its way. This car never arrived. I then received another text saying that my car would be with me between 3 and 5. Shortly before 6pm the driver turned up with the smaller MGZS. I wasn’t able to fit all of my luggage plus cat crate into this so I had to leave some things behind. Returning the hire car is proving to be similarly difficult., largely because EuRopcar never answer their phones. I tried to call them several times during the week to talk to the about the return, but they don’t answer. As I am typing my insurer is also attempting to contact them. The have promised to call the, back, but that was over an hour ago. If I can’t return the cat today I am going to have to pay for another night at the B&B and another night for the cat at the veterinary hospital. I have also tried to call the Bristol branch to see if I can drop the car off there but they don’t answer either, and after 20 minutes of listening to their advent they cut you off with a message that just says “ sorry there is no one here to answer you call”. They treat human beings with contempt. I am disabled and things like this have a very negative effect on my physical health. I hope that NFU Mutual and other car insurers will stop using them. Had I known that they would cause me this many problems I would have hired a car from somewhere else at my own expense.

Worst experience. Charged me £ 300 for a 15 cm scratch my video showed wasn’t there . As I dropped it out of hours at airport 6:30am - opened at 7am . Got away with charging me . Avoid dripping out of hours as they will screw you

Counter staff lied about the terms of rental agreement and failed to respond to any requests. Alternatively also hired vehicle from Enterprise and highly recommend. Professional, courteous staff and superior standard of vehicle. Customer service provided at both pick up and drop off locations was exceptional. Thank you for the option to contact your customer services. Done that and you hide behind clauses and contracts. Why would I bother to log a request if I truely did not believe the information provided to me was correct. Numerous requests to speak with the relevant branch gone unanswered. Having since read a number of other customer reviews it seems I am not the only customer who has been scammed by your staff. Recommend potential customers go to Enterprise for superior vehicles and customer service.

I have had a very bad experience with Europcar. I booked a Car via third party Called Economy bookings. I received car rental voucher which clearly stated that the basic insurance was included. When i attended the Manchester Airport Europcar branch I was told by them that there is no basic insurance included and i would have to buy one. On speaking to Economy bookings they wanted to speak to Europcar Representative , who was very dismissive when he spoke to Economy bookings representative, not only clearly declined their input but he was affirmative that their is no insurance on the price i have already paid. I had to pay extra to buy the insurance. On my rental it stated as Selection protect as an extra when I eventually bought it than. On returning the car, they found some sprinkles from a clothing,on the interior Suede of the car seats and they sent me a separate invoice to clean that, which I found really uncalled for. So now i did pay extra for selection protect which was sold to me as basic insurance and also i have been sent another invoice for the carwash. Price of £172.84 for a clean which was outrageous. I have been back and forth both with Europcar and Economy bookings and had no joy in achieving anything. Following your generic response to my review: I have already a number of times flagged with customer service , the reason i came up on Trustpilot was dissatisfaction and disappointment to the overall service I received from Poor coordination on the desk to invoice generated for me.

We rented a car for a week at Edinburgh Airport and got a MG ZS. The penultimate day of our rental, on our way to our accomodation, we had to stop due to a road closure. After the closure was lifted, we were not able to ignite the car again. This was some time around 8 pm. After calling the Europcar service, it took 2 hours for the technician to arrive. Apparently the immobilizer was active, some kind of software malfunction, happening for reasons not even he could explain. We were ready to go again some minutes before midnight, lost therefore our hotel reservation, where check in was till 10pm only. Our flight back home was the next morning and since we were scared this might happen again, we decided to return directly to Edinburgh Airport spending the rest of the night (arrival time was after 1am) at the parking lot. Needless to emphasize the inconvenience caused. Due to this, it seemed adequate to ask for a refund for the caused trouble, since if any fault is caused by the costumer Europcar would not hesitate to bill the extra expenditures. But all we got offered was a lousy 10% discount on our next booking. An offer like this + the fact, that europcar is expanding its fleet with low quality chinese cars will make us seriously rethink renting anytime again from Europcar. I for myself cannot recommend renting with them.

I rented from the Worcester branch of Europcar for one week. The car was immaculate and ready on time. The young man handling the reservation gets 120% for his professional, caring, and knowledgeable customer service. He went above and beyond what is considered "service" in the UK these days. Upon returning the car, it was the same professionalism. I will certainly rent from that branch again.

When we picked up the car we said we did not want any extra insurance etc - we did pay for an extra driver. I was asked to sign the form about additional extras, and noticed there was a charge on it of 3 pounds per day - I asked what that was, and was told it was VAT on the extra driver. I foolishly signed - only to see later it was for something I had not requested (emergency travel service - no idea what that is). The staff member had not printed his name on the form (as required) but did sign to say he had explained the extra product to me - he never mentioned it! I contacted Europcar by email the next day (phoning was not getting me anywhere) and informed them of this. They replied saying leave it until you return the car. At the car return they said we cannot help but contact head office again and you will get a refund. In the end they said I had signed and they could not check what was said, so the money was gone - even though I had contacted them the day after to inform them I did not want this (on a 7 day rental). I have the impression Europcar UK staff are encouraged, or at least permitted, to mislead customers and charge extra - and they well get bonuses for this. Not trustworthy at all! Europcar responded by suggesting that I give them "a chance to solve the issue" by contacting their customer service. This is their standard response and sounds good - except I have already exchanged several emails with their customer service dept - they started off offering to help, but in the end said they would not refund the money wrongly charged. I do not expect more correspondence will change that. It was not really a very good service for customers.

Be very careful with this very dodgy company Mrs michele francis sent me an email charging me for a tyre And the van was still on the drive way from my house It seems it's automatic to try to charge a customer for tyres

Absolute disgrace of a company. They rented me an electric car that didn’t charge. As a result I missed my 12:55pm flight back to London from Lisbon and waited 4.5hrs for the car to be picked up and taken to the airport. I got home 11hrs after I was meant to and €538 poorer (€437.48 on the new flight and €101 on the taxi home. Through absolutely no fault of my own, and ENTIRELY the fault of the faulty car that Europcar hired to me, I spent €538 and was 11 hours delayed, and they wouldn't compensate me for the cost? How is that fair? They gave me €39 for the car hire and offered NO EXPLANATION FOR WHY. Absolutely fuming. Disgraceful disgraceful company.

I hired a car through opodo which was as a third party reseller for these guys. There were problems and europcar cancelled my hire without my permission resulting in £150 being paid by me for absolutely nothing. The customer service team put me through to the branch I waited on hold for 45 mins and then they hung up on me.

The original problem with Europcar happened May 18 but was in conjunction with Mercedes and carried on for 5 months. Europcar had a simple task - to deliver a hire car to a Mercedes dealership in Pembroke where we waiting as our car needed attention. All agreed at noon and advised ETA of 14-20 pm. No car had arrived at 15-30 so obviously called to enquire. Told that they would contact the driver to confirm ETA. The news was somewhat baffling - no car had been dispatched and this was down to Mercedes not approving the order. Their suggestion was that a taxi would take us to Swansea - a trip of say 2 hours - and we could then drive back to our hotel - another 90 mins. We obviously declined the offer and our hire car eventually arrived at our hotel Sunday mid morning. Over the next 5 months dealing with Mercedes Benz Customer Service, it became very clear that the excuse about the non arrival of the car being down to MB was a complete lie. So Europcar came up with another excuse. That also was a complete lie. But good luck to Europcar they just kept going and came up with another excuse this time blaming us that our credit card details had not arrived in time. Hey,ho in seconds we managed to send visual evidence that this third attempt was also a lie. In the end, MB after 5 months of deliberation finally, finally realised that they were being lied to and the case was sorted in our favour. In a way, I was a little disappointed when it ended because it was just fascinating to try and guess what Europcar would create as their next excuse. Bad ethics, no apologies - Europcar is a Company to avoid at all costs. There are lots of hire companies out there and my advise is to choose any other than Europcar. Very easy to see why their customer ratings are so low. Almost impossible to try and fathom why Mercedes has chosen them as a partner. Apologies for long note - cathartic... Got the standard response from Europcar giving me an email address to respond. Tried that and the address is blocked. You just could not make this stuff up. Total shambles...

We rented a car in the summer for 24 days and then I rented again in September for 9 days. The price was almost the same for the 9 days as it was for nearly a month. For 24 days in August, plus an extra driver, we paid £1,183.61, and in September we paid £1,115.60 for 9 days. I was quoted a price that seemed reasonable at the time as the car we had reserved wasn't available. It turns out the cost quoted was on top of the previous quote not a new price. We are waiting for them to respond to Resolver but it has been over a month and no response. I wouldn't recommend them at all. We are seriously out of pocket.