Their attitude was pretty good; they were polite and didn't push insurance sales. However, their service was lacking. I rented a Mitsubishi Pajero SUV, but they gave me a Ford pickup. Firstly, this car is available in our country and is half the price of a Pajero. The vehicle was very rough, just a work tool, with no floor mats in the trunk, only bare metal. You can imagine it like a dump truck. Our luggage suffered a lot of wear and tear, with the back of the suitcase getting badly damaged. The trunk was too large, and the back seats were too small, making it uncomfortable for passengers. The luggage slid around in the trunk and was out of reach unless you climbed inside. The diesel engine was also very noisy, making a loud rumbling noise while driving.
I've rented from various companies multiple times, but this was my first and very unpleasant experience with Europcar. First, the counter staff was quite indifferent. Second, despite having fully paid and purchased the super comprehensive insurance via Zuzuche, and having additional travel insurance that covers overseas self-driving, Europcar still tried to push their insurance on us. They initially refused to acknowledge our booking, and only after persistent negotiation did they relent. This already left a bad impression. Third, they pre-charged NZD 200 on my credit card for fuel, which they promised to refund if the car was returned with a full tank. This was acceptable. However, a couple of days later, they charged another NZD 200 without any explanation, causing confusion. Given our ongoing trip and a similar unresolved situation with a friend in Europe, our trust in Europcar was already low. We contacted Zuzuche's after-sales service, who responded quickly. After uploading a screenshot of the deduction, we received a refund roughly equivalent to NZD 200 the next day, albeit with some exchange rate loss. Fortunately, it was a minor loss. The main issue wasn't the money but the unauthorized, unjustified charges, which are unlawful. We appreciate Zuzuche's prompt and effective service, which helped resolve the first incorrect charge despite limited communication options abroad. However, the initial NZD 200 taken at the counter hasn't been refunded yet. We returned the car with a full tank and even confirmed with the Europcar counter, who assured us it would be refunded within 10 business days, pending the bank's process. We are still waiting, hoping there won’t be any further issues.
The company's system is incredibly efficient, straightforward, and effective. Pickup and drop-off were completed in 15 minutes. The QEEQ platform is thorough and considerate. An absolutely perfect car rental experience.
Europcar Queenstown
034425887
Georgie (Europcar Christchurch airport) who helped us when we collected the car from Christchurch was awesome. She was so friendly and helpful. She allocated a brand new KIA Carnival for us (mileage was only 20 Km) which was a wonderful surprise. The car was so spacious and had all of the safety features that you expect from 2022 model. The ride was so smooth and comfortable for 6 people. I was so reluctant to return it at the end of our trip
About QEEQ:10.0/10
Easy booking process. They were so helpful when I had to cancel the booking with one rental company and made a new booking with another rental company.
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