Car Pickup at Granada Train Station, Return at Seville Station

Acceptable

Europcar provided us with a car that was due for an oil change. We rented the car from February 17th in Granada, Spain, and returned it on February 28th at Madrid Airport, totaling eleven days. On the sixth day, the 23rd, a red warning light appeared, indicating the need for an oil change. I contacted the rental platform to ask if it was necessary and what the consequences would be if we didn't change it. They suggested visiting a local branch of their company for assistance to avoid safety risks. In Porto, we found their rental point below the British company. I requested a car exchange, but they claimed they didn't have the same model. The staff took us to a repair shop and asked me to pay the full cost upfront, 76 Euros, with a promise of reimbursement at the Madrid drop-off point. It took three hours to change the oil, ruining our afternoon plans. At the Madrid Airport drop-off, they refused to reimburse the oil change cost, telling me to contact the rental platform. Europcar failed to check the car thoroughly before handing it over and was unhelpful in resolving the issue, showing no willingness to admit their mistake or apologize sincerely. How can we trust such a rental company?

I reserved a Mercedes C-Class at the same price, but they gave me a GLA. Luckily, I checked the model on the key and argued for a few minutes to finally get the C-Class.

The police did not accept the license information provided by the car rental company online, and held the rental company responsible. However, the rental company shirked their responsibility.

Terrible experience, they tried to upsell which was already bad, but they also didn't have the car we reserved and ignored our reservation. They took advantage of our language barrier, and ultimately ignored customer service and canceled our order abruptly. Our group of four was stranded in Granada.