Arrived an hour early to pick up the car, only to be told that the model I reserved wasn't available. I was offered an upgrade to a higher-end model for an additional 14 euros per day, or I could wait another hour. Reluctantly, I waited another hour. Other Chinese travelers on the same flight faced the same issue. An hour later, I came back to pick up the car and was informed that the BMW X2 was still unavailable. They only had a BMW 216 in the same class, but I argued that the website indicated the same class vehicles did not include the BMW 216, and the rear space of the 216 is significantly smaller than that of the X2. My argument was ignored, and I had no choice but to upgrade to a BMW 318, paying an extra 14 euros per day. During this time, I made a special trip to the garage to see the car, only to be given the wrong key, making the trip pointless. They also suggested I buy additional insurance, which I declined. Overall, it took two hours to pick up the car. Their attitude was not exactly bad, but I wouldn't call it friendly either. The entire experience was very poor! In the end, I paid a lot more for a car that I didn't expect.

After returning the car with a full tank, Europecar still charged a refueling fee. Currently addressing this issue.

No waiting time, fluent English.

We had read the reminders provided by Zuzuche before arriving at the Frankfurt store, but the staff informed us that the car we booked was unavailable and gave us a similar one, which actually had a much smaller trunk. They did not ask us if we needed GPS or any additional services though we declared that we didn't need any extras and had already paid through Zuzuche. When signing the agreement, the staff positioned the paper so it covered the upper part, which we couldn't see. After signing it, we found out about the additional charges only when returning the car. We have rented cars directly or through Zuzuche from various companies across Europe multiple times, but this was the first time we faced such an issue. It was also shocking that we couldn't communicate in English over their customer service phone line. We will definitely not choose Europcar again, as this was highly dishonest and felt like a scam! Zuzuche also refused to help us further because we had signed the agreement, which was very disappointing!

This is my third time renting from Europcar.