ComplaintsforAuto Europe, LLC

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car rental in *********, *****. AutoEurope failed to provide car requested; gave us an electric car which we purposely had NOT requested. Could not find a way to refuel car... lost 2 days of vacation trying and the Hertz (car rental) personnel could not help us. ***** personnel admitted they did not have knowledge about electric car needs and did not have any way to help us. They also admitted that the electric cars had been a BIG problem for them. Shell FOB provided but could not find Shell station with electric. Hertz personnel could not help.We were left on our own, in a foreign country, and with a foreign language, to try and resolve. All plans we had were lost, wasting time trying to charge the car. Unfortunately, we rented through AutoEurope and they are now responsible. Horrible mistake by AutoEurope to use Hertz in *********. Refund of $524.93. $91.50 charge already disputed on credit card. We have written and sent all paperwork to AutoEurope.

  

  Business response

  08/22/2023

  Dear ********************** for your inquiry regarding customer service file *******.
  
  Please note I was informed by our Credit *********************** there has been a charge back disputing our Auto Europe Voucher. Due to there being an active dispute against our charge our *************************** is limited in what we can assist you with right now. Please note this file is now being handled by our ******************* and any further inquiries you may have should be directed to your Credit Card Provider.
  
  Please note if the dispute ends in Auto Europes favor, you are more than welcomed to contact our ***************************, and we will re-open this file and address the matter once more. Please be advised in order to re-open our customer service file we would need to see documentation from your Credit Card Provider stating the dispute has officially ended.
  
  Thank you for your understanding.
  
  Best Regards,

  *****************************

  Auto Europe LLC

   

  Customer response

  08/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear *****************************, Auto Europe,

  Your response indicates this is a credit card issue. Please, no. The problem revolves around customer service, but not directly yours. Hertz Rent A Car failed in their obligation to provide a logical and reasonable customer service. Sadly, your company is now caught in the middle. As requested, all charges are due from *****.

  Once you focus on what they have done, seek remuneration, progress will be made. We do not think this is going to be easy; probably why you keep deferring to the credit card card. Addressing the Hertz issue has become a widespread problem. Many, many consumers are now suffering this same plight. When will this stop? When you step up and follow through.

  Please do not make us use legal means to recover. ***** MUST address this problem; our only way to Hertz is through you. Dismissing this will not make the problem go away... for anyone. Someone needs to stand up and address this with *****. Sooner the better.

  Thank you for all your efforts.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ray

   

   

  

  Business response

  08/24/2023

  Dear ***,
  
  Thank you for your inquiry regarding Voucher # *******.
  
  You have disputed our charges twice now. We will not assist with customer service issues while there is an open credit card dispute against our charges. Once the second dispute is finalized, we can then assist your customer service issue, but not before. Please refrain from contacting us until the dispute has been settled or you will receive the same reply, that we are not able t assist with customer service issues while there is an open dispute.

  Thank you.
  
  Best regards,

  *****************************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 30th, 2023 I paid in full for a rental car pick-up in ********, ** (Voucher number US*******-1). Thrift reservation number K53741971A5. The car rental cost was $392.46 for December 2023 use. On August 8th, 2023, I online cancelled rental car and requested a full refund. On August 9th I received an Auto Europe cancellation notice (Auto Europe voucher *******) notifying me of car cancellation and full refund.On August 10, full refund of $392.46 shows up on my US Bank credit card account.All the above is good but then on August 11th my US Bank credit card, which I used on June 30th, suddenly shows a new credit card charge of $392.46. I DID NOT request nor ************** another rental car. I have not contacted Auto Europe since my request to cancel June 30th car rental. This August 11, 2023 extra charge is incorrect, and I need to receive a credit.Basically I've been doubled billed for $392.46, when I never re-ordered a rental car for this year or next. Please credit my US Bank account $392.46 for your erroneous August 11th charge of $392.46.Thank you ***************************** Auto Europe Voucher Number US*******-2

  

  Business response

  08/17/2023

  Dear **********************,
  
  Thank you for your inquiry regarding Voucher # *******.

  We sincerely apologize for the double billing and are aware of the issue that we are currently investigating.

  Please be assured we are attempting to resolve the issue as soon as possible and you will be refunded for your unused rental and any additional charges that are associated with the rental.

  Thank you for bringing this to our attention.

  We appreciate your patience while we work to correct the problem.

  *****************************

  Completed Rentals Manager

  Auto Europe LLC

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 26, ************************************************************* France over the phone with an agent. I am 24, so there is a young adult driver charge charged by the rental supplier ***** I had asked several times over the phone if the fare charged by auto europe included the young adult driver charge, and they said it was. Upon pick-up of the rental vehicle from **** on July 6, 2023, they said they would charge me another young adult driver charge, saying Auto Europe lied about paying that for me. I called Auto Europe sometime after July 23, 2023 about how I felt lied to about the call and should be reimbursed the young driver charge, and they have said they will not refund me for the charge. The final young adult driver charge from **** was for ****** euros.

  

  Business response

  08/11/2023

  Dear *********,
  
  Thank you for your inquiry.
  
  There is a current credit card dispute active. We must wait to deal with your credit card directly before Auto Europe may assist you with your inquiry.
  
  However in the event that you do not get a satisfactory resolution to your credit card dispute please contact Auto Europe as soon as the dispute is over and we will gladly look into this case for you.
  
  Thank you for allowing Auto Europe to assist you in this claim. Should you have further questions, please feel free to contact us any time.
  
  Best regards,

  *****************************

  Auto Europe LLC

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The reservation was for mid-size sedan (similar to ****** corolla with 4 doors) , but I was given a small hatchback ******* Kona with 5 doors. The mid-size sedan trunk size has luggage capacity of fitting 2 medium and 1 small suitcases but the Kona (hatchback) only can fit 1 medium and 1 small success which made our trip very difficult and many times we have to run 2nd trips because of the smaller trunk size and car size.I asked the rental company but they confirmed the ******* Kona is same size as the ****** corolla, which I disagree with. I do not think I was given the same size car for the price I paid for this rental reservation, due to the car and trunk size.I have reached out to the customer service once I returned from the trip but Auto Europe confirmed with the Budget Rental that Kona is midsize vehicle and no compensation will be provided.I have attached photos of the car and trunk for your investigation.Thanks in advance.

  

  Business response

  06/13/2023

  Dear ***************,
  
  Budget has adjusted our billing, so we can refund you for the downgrade to the compact SUV. Please note Auto Europe has refunded $20.00 USD to the credit card we have on file, which is an **************** ending in ****1006. 
  
  Please note downgrade refunds are calculated by taking the cost difference between the rental you reserved, and what it would have cost to rent the vehicle you received. Please note these refunds are calculated with the retail rate of the rental and not the prorated rate of the rental.
  
  This should post within **** business days.
  
  Thank you for allowing Auto Europe to assist you with this claim.
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  **************
  
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They pictured and described a 2 door convertible sports car in the rental agreement I made and paid for online. They then unbenonced to me sent europcar rental agency an agreement for a station wagon rental. Once we landed in ******* they gave ** a large 4 door station wagon as the only available rental without upgrading. Since we were traveling through old historic towns we needed the smaller vehicle to fit in the small underground parking lots and narrow city streets of the areas we were visiting. They said there was nothing they could do and that we would have to take up our issues about the rental later with auto europe. Being our honeymoon I was forced to pay for an upgrade charge to a 4 door *** car as that was all they had available with a shorter overall length. After many emails auto europe claims we just paid for an upgrade at the airport and that it was our decision to get a station wagon.

  

  Business response

  06/08/2023

  Dear ********************, 
  
  Thank you for bringing your concerns on voucher CA ******* to our attention.
  We apologize for our overlook in closing your file with no compensation. 
  
  Please note, Auto Europe has refunded $566.58 CAD (****** EUR) which is the upgrade charge. 
  This will be refunded to the credit card applied to our booking, which is a **** ending in ****1308.
  This should post in **** business days. 
  
  Thank you for allowing Auto Europe to assist you in this matter.
  
  Best Regards,
  
  (PWM) ****
  Completed Rentals
  Auto Europe
  **************
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved a rental car through Auto Europe with a company called Sixt. Paid $423.30 on January 30, 2023 for the full amount of a ************ care, with full damage waiver and unlimited miles for May 14 through 17, 2023. At the Sixt rental car counter they switched me to a small SUV and increased the damage waiver, and told me I could use one of their other drop-off locations for an additional fee of 35 to 40 Euros. Two days after dropping the car off my credit card was charged an additional $359.69 but I received no receipt or invoice, and Auto Europe refused to provide any information and Sixt has prevented customers from contacting them via telephone or email. Without question I was double charged for damage coverage, and likely charged other charges that are impossible to know because no one at either Sixt or Auto Europe is reachable to explain the additional charges. In total $782.99 for three days of car rental is nearly twice the published price advertised on Autoeurope.com.

  

  Business response

  05/25/2023

  Dear **********************,
  
  Thank you for your recent email regarding the previous car rental reservation under voucher number 6051849.
  
  Please note that we have opened a customer service file. A query will be sent to the rental car company regarding this claim. As soon as we receive their response, we will contact you directly via email.
  
  Please note that the companys response time to ** is typically ***** business days.
  
  If you should have any further questions or concerns regarding this customer service file, please do not hesitate to call or email ** at any time.
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  ************
  Email: *****************************************
  Reservations:**************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9 Feb.I rented a car via ****** search engine CHECK 24 from Auto Europe /Voucher **19797452-1. for my travel to ******* ****** Corolla /**************/****** or can$ ****** I arrive in ****** 23.Febr and local AutoEurope agent ***** refuses to hand over the rental.Alamo agent didnt accept valid ******** drivers license.Wanted ** or ********************** one.Neither AutoEurope nor Check24 nor Alamo informed before departing from ****** that you need an International drivers license to rent a car at **************.As a matter of fact rented cars in ****** in the past and never was there any problem with my ******** Drivers license.In its General Terms ********************** points out that an International license is needed if the drivers license is not issued in Latin alphabet and that licenses from ************ are not accepted.I was stranded in ****** ,had to arrange at additional cost a new car rental and lost almost a day to sort matter out.Auto Europe has been paid can$ ****** via my ******** card in Febr.I got no car from Auto Europe.Check 24 has submitted all the requested docs to AutoEurope and requested a full refund.Check has asked twice Auto Europe for action and refund but without result.I have approached AutoEurope ****** by E-Mail and phone without result.Was told to phone their ****** office.This is in my view breach of contract and an unacceptable way to treat customers.*****************

  

  Business response

  05/05/2023

  Dear *****************,
  
  Thank you for your recent email regarding the voucher number ** 19797452.
  
  Please be advised, I have contacted our European office who informed me of the below.
  Check24 shouldve refunded ****** **R. The claim has been sent to Check24 to issue the refund as soon as possible.
  
  You can also contact Check24 if needed.
  I will follow up with any further updates.
  
  If you should have any further questions or concern, please do not hesitate to call or email us at any time.
  
  Thank you.
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  ************
  Email: *****************************************
  Reservations:**************

  Customer response

  05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a rental car through Auto Europe on Nov 17, 2022. When I went to the *********** counter and tried to pick up the rental car, they said I could not use a debit card. They declined the service. On Nov 23, 2022, I was charged for the rental car that they denied me. I filed a dispute with my bank on Dec 6, 2022. They said to call the company. I called the company about March 3, 2023. They said they would refund the amount because they confirmed that I never received a rental car. It is now April 27, 2023 and I still have not received a refund.

  

  Business response

  05/01/2023

  Greetings, 

  We reached out to you on March 9th requesting bank details as the refund of $141.73 USD could not process via credit card.

  We never recieved a response. Please provide the requested so we can process the refund. 

  Thanks

  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  Email: *****************************************
  Reservations:**************

• Initial Complaint

  04/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a voucher (#*******) to be used for a 7 day rental at ******* Airport in *****. When I arrived I was told they had no compact cars and only full,-sized which would be $30 per day additional, which I declined. I immediately called customer service and was put on hold more than 30 minutes. I finally had to give up. I called again three hours later, and the same representative answered the phone. She said her supervisor would not issue the refund of $134.33, because it was too late! What a scam...

  

  Business response

  04/24/2023

  Dear ********************************************,
  
  Thank you for your email regarding the previous car rental reservation under voucher # *******. On behalf of Auto Europe, I would like to extend our apologies for the inconvenience experienced with the recent car rental in *******.
  
  Please note that we have opened a customer service file. A query will be sent to the rental car company in regards to this claim. As soon as we receive their response, we will contact you directly via email.
  
  Please note that the companys response time to ** is typically ***** business days.
  
  If you should have any further questions or concerns regarding this customer service file, please do not hesitate to call or email ** at any time.
  
  Best Regards,
  *********************
  Completed Rentals Manager
  **************

  Customer response

  04/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please provide an immediate refund to my credit card,  as I fulfilled my requirements by prepaying the rental, and arrived an hour to obtain the rental.  I followed up with two calls, including one with a useless supervisor, ******. Additionally, I provided to you a copy of the useless voucher I received.  In addition to being a scam, it has taken up too many hours of my time. 

  I earn $35 an hour, that's $165 you should also compensate me for!

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  05/01/2023

  Dear *****************************,
  
  I have reviewed your response with my Manager, *******************.
  
  We are not able to refund any further as your reservation was confirmed for 3pm. Dollar would not have your reserved vehicle available until 3pm.
  That is why Dollar offered you an upgraded vehicle, to get you on your way.
  
  We apologize for the delay in refund, as any voucher that was not used must be verified with the supplier prior to cancellation.
  That is what my completed rentals department has done and provided you a refund of $134.33 USD.
  
  That is the only amount we can provide.
  Thank you for allowing Auto Europe to address your billing concerns. We sincerely apologize that we were unable to obtain a more favorable outcome on your behalf.
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  ************
  Email: *****************************************
  Reservations:**************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to make a car reservation with AutoEurope on Sunday, March 26th, for a car rental at *************** on Wednesday March 29th. As is normal with AutoEurope they did not immediately confirm the reservation but usually it takes up to a couple of hours to confirm (they refer to this as a quotation). On the morning of March 27th I called their **************** line and was told that it was taking a little longer because I requested a car with automatic transmission but I would have a confirmation by the afternoon. At about 3pm local (5pm Eastern) I called back and was told the same thing but that I would have a confirmation by this morning (the 28th). I still had nothing this morning so called them at 10am Eastern and they said that they were still working on it. However, as I am leaving for the airport in a couple of hours I asked them to cancel the quotation and I made a reservation with another company. They said that they would cancel. However, they called me back a few minutes later saying that they would cancel the quotation but that they would charge me $75 for canceling within 48 hours. Since I never had a confirmed reservation I suggested that they should not charge me this but this request fell on deaf ears. Therefore, I am filing a complaint with the BBB to address this. The AutoEurope quotation number was US6081323.

  

  Business response

  03/31/2023

  Dear ****************,
  
  Thank you for bringing your concerns on voucher US ******* to our attention. 

  
  Please note we have cancelled the voucher in full, refunding $781.82 USD. This will be refunded to the credit card applied to our booking,which is a MasterCard ending in ****9580.

  
  Thank you for allowing Auto Europe to assist you in this matter.
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  Email: *****************************************
  Reservations:**************

  Customer response

  03/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩