Avoid Europcar at all costs! When we picked up the car, we presented the complete rental documents and highlighted key information (including fully paid rental and insurance) to the staff. He handed over the car without any explanation and asked me to sign at the section for existing damages. He charged around £1,000 as a deposit and simply told me to drive away. Upon return, I was informed that only £100 of the deposit would be refunded, without providing any settlement documents. It was only after I asked for clarification that they informed me verbally about the deductions. This resulted in double charges, and I later found out that they had imposed an expensive insurance fee without consulting or seeking my consent. This is unacceptable forced hidden consumption! Such unethical practices by this company deserve strong condemnation! I’ve since seen on Xiaohongshu that many people have experienced similar situations with them!
“Absolutely, disappointing! Our trip to Ireland was cancelled and out of pocket expense lost.”
About Europcar:7.0/10
Counter service went above and beyond, however; we were given a car we did not reserve because there was a miscommunication between the booking site and Europcar. Response from Europcar when asked about the refund:
I understand that the vehicle was returned early due to an issue that was caused by a charging problem resulting from the phone's inability to connect to the charger. Please be advised that as per section 11.1.4 of the Terms and Conditions of hire, if you return the vehicle before the return date and time stated on the rental agreement, then we agree that the hire period will end when you return the vehicle to the Europcar branch and hand the vehicle keys to a Europcar agent. Please note, however, that the rental charges will remain the same (i.e. as if you had not returned the vehicle to us before the return date and time stated on the rental agreement), as we will not refund any unused daily rental or accessory charges to you. I must respectfully advise that we will be unable to process a refund of the remainder of the unused rental days.
Still waiting for a response from our email in response to Europcar:
I just want to reiterate some of our concern and hopefully we can come to an understanding about how we will require a refund of the car.
Firstly we were not having a problem connecting to the charger stations by phone. We were able to connect to multiple slow charging stations, but a full charge would have taken up to 8 hours. We then tried to find fast charging stations, but the one on UEA campus required an RFID card, and one on a nearby golf course required a charger that did not fit in our cars charging port. We were not able to locate any other fast chargers in the area because the MG4 was given to us with only 30% battery charge. With our limited mileage, we could not both find a usable fast charge, and also return to the Norwich airport if charging did not work…
The car was not totally clean externally and visible defects/damage were not fully or correctly recorded.
Upon return I was challenged regards said damage, but I had GPS date and timed photo of damage at the pick up site before setting off.
Resulting in an uncomfortable return.
“Didn't get the car I booked and took over an hour to collect.”
About Europcar:6.3/10
I didn't get the car I booked as they had 'overbooked'.
It took over an hour to collect due to slow processes and being understaffed for the amount of collections due. Limited choice of cars left as they had overbooked.
They said they couldn't even given us a partial refund as we booked with a voucher through easycar.
I won't be using Europcar again.
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Customer Service
Just so much better than what I had expected.
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