ComplaintsforAuto Europe, LLC

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We prepaid a rental through AutoEurope for a car in ******. When we got to the counter, we were told they cant rent us a car because we didnt have an international drivers license. They said they told us but the disclaimer is written in a way that is very difficult to read and is not remotely clear. We have rented in ****** many times without this driver license. They refused to transfer the voucher to another company there that WOULD rent us a car (even one that is in their network) - we had to rent another car from the company that is in their network, and were told they may refund the money after the rental period ended. They never did, and when I disputed the credit card charge, somehow it was put back on. I am extremely unhappy with their customer service and being charged for a car I never received. I also will never prepay anything if I can help it.

  

  Business response

  01/24/2023

  Dear *******************,
  
  Thank you for bringing your concerns on voucher US ******* to our attention.
  
  Please note we have cancelled the voucher in full, refunding $2,476.80 USD. This will be refunded to the credit card applied to our booking, which is a **** ending in ****6484.
  
  This should post in **** business days 
  
  Thank you.
  
  Best Regards,

  (PWM) ****
  Completed Rentals
  Auto Europe
  **************

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Auto Europe it is a joke, will give you a voucher and take your money, that all.No help no support. Arrived in ********* from ******* and my flight from ********* to ****** is conceal. Likely got on the next flight and arrived 4 hrs. later than schedule in ******.Have a voucher for car from Alamo rent a car. No car, no support and no MONEY !!!!Called Auto Europe and service rap. can't help!!!!No money, no car no help!!!!!!!!Daylight robbery, my phone doesn't work in ********* !!!!!!!!! you idiats.Please stay away from this people, Auto Europe, Alamo, Enterprise.Just go directly to car rental company and make your reservation.You get a voucher and think you saved some money????? No, they will get you one or the other way.Z. *****************************

  

  Business response

  01/03/2023

  Dear BBB - Complaints,
  
  Thank you for your recent email regarding the previous car rental reservation under voucher number 6025389.
  
  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.
  
  If you should have any further questions or concerns regarding this customer service file, please do not hesitate to call or email us at any time.
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 21-Aug-2022 purchased Auto Europe Voucher number US5994184-1 for $646.55 for 13 days rental of a Kia ****** or similar car to be picked up in ************************************** on 07-Sep-2022.On arrival, Auto Europe office rejected providing the car because "an international driver license requirement" beside the US valid driver license. Agent stated all money paid will be lost because it was to late to cancel. Alternatively, she said, rental can be done in ******** where the international license is not required and voucher will be applied to that rental. I called Auto Europe US and they confirmed and said i could go to HERTZ in ***** to get the rental.On arrival to *****, ********, on 13-Sep-2022, ***** said they had no information from Auto Europe and the type of car was not granted but that we had to rent a "higher" type, which we did. No money was received by ***** from Auto Europe, hence we had to pay the full new amount to HERTZ ($1054.33) including $400 from an "upscale" because the reserved vehicle was not available.On 13-Sep-2022 Auto Europe made a refund in the amount of $272.87. In summary, by doing business with Auto Europe LLC we have lost $373.68 + $400 + additional travel cost between cities and aggravations and leisure lost time.Finally I can assure that I was very naive making this reservation thru AutoEurope. My advise is to go directly to the real provider *************************** etc.).Auto Europe LLC is an elegant ripoff to travelers via internet

  

  Business response

  10/06/2022

  Dear ************ ********* hope you are well. I am writing regarding your previous rental in ******** with Hertz through Auto Europe.
  
  Please be advised Auto Europe has a customer service department for all past rental inquiries, charges, complaints, etc. I manage the department and can help on your recent complaint with the BBB.
  We were not made aware of any troubles until you emailed yesterday which I did not receive a response on. *********n your complaint, it states ***** did not have the vehicle confirmed and the voucher was not paid. I can assure that was an error on ****** agent as the voucher was paid to ***** in September.
  The car was confirmed for 18:00hrs on September 13th.It looks like you picked up at 14:06hrs. Did ***** advise you could wait for the car class reserved?
  
  The final charge to Hertz was ****** EUR for an upgrade,and insurance. Before I open a file regarding the upgrade, did you want additional insurance? Below is an itemization to show the monetary value of each item.
  
  VEHICLE UPGRADE ******
  SUPER COVER: ******
  LOCATION SURCHARGE: *****
  SERV PORTAGENS/E-TOLL: *****
  ROAD TAX: *****
  WINDSCREEN INSURANCE: *****
  VAT 163.44
  TOTAL CHARGES ****** / $927.35 USD.
  
  To conclude, I am seeking the answers on the below questions to further fight for your claim with Auto Europe and Hertz.
  
  Did ***** advise you could wait for the car class reserved?
  Did you want additional insurance?********* hope we can resolve the matter together and close the BBB file, as Auto Europe is your strongest advocator against Hertz ********.
  
  Thank you kindly for your patience. I look forward to your response.
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  ************
  Email: *****************************************
  Reservations: **************

  Customer response

  10/07/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******

   

   

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car for a two week road trip in ***** through them and had problems immediately. When I arrived at the Hertz location in ********, the ***** employees were unable to process the voucher that I had purchased from Auto Europe because the voucher was missing some information. I was told I would have to put a hold on my credit card for the rental while Hertz and Auto Europe figured out what went wrong with the voucher. Fast forward 2 weeks and they did not figure out the issue so I had to pay for the rental out of my own pocket. This is after I already paid Auto Europe for the voucher. I've been requesting a refund from Auto Europe for TWO MONTHS and have been shouted at by their customer service representatives for having the audacity to request a refund. I'm being told that Hertz has to issue the refund and there's nothing Auto Europe can do.

  

  Business response

  07/25/2022

  Dear **************,

   

  I hope this email finds you well.

   

  Please note, here at Auto Europe we have opened a file requesting the voucher be applied in full.

   

  I have spoken with my agents here in **************** who have advised you we will always assist, but we are waiting on Dollar's response. 

   

  Due to Dollar's extreme delay, I have cancelled your Auto Europe voucher in full, refunding $2,176.63 USD. This will be refunded to the credit card applied to our booking, which is a **** ending in ****8784.

   

  Please allow 3-5 business days for the funds to reflect. 

   

  Thank you.

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

   

   

   

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I arranged for a car rental in ****** for 5/3,-14, 2022 through my ***** agent at ****** Travel. ****** contracted through Auto Europe for a car in *****. A copy of the Auto Europe Voucher is attached. This is the only documentation I have on the the rental. I arrived at the pick-up location around 11 a.m. and waited for an agent for 20 min. I was told that the car had been given away and that there would be a car available after 4 p.m. A car after 4 was no good because I had a hotel reservation 2-3 hours away. On 5/4 I contacted ****** to get a refund and was told a refund can't be requested until after the return date. On 5/27 Froasch told me it would be 3 wks before there would be any information. On 6/29, 7/13 & 7/15 ****** advised still no information. On 7/15 Ispoke with **** at Auto Europe. In summary **** said that Auto Europe was trying to getr a refund from Alamo and that Alamo had denied the refund because I was a no-show. After further dscussion **** said that Auto Europe was still working on it. I told **** that: (1) As far as I was concerned Auto Europe was responsible because that is the only entity with which I was in contact; (2) The only documentation I have is from Auto Europe; (3) I was nver advised that the car, reserved and paid for, would be given away if not picked up by 10 a.am.; (4) I have no contract with Alamo and was nver advised of Alamo's terms. **** said I shoild hve been

  

  Business response

  07/28/2022

  Dear ************,
  
  Thank you for patience regarding the customer service file US *******.
  
  Please note Alamo has responded to our inquiry, and verified the nonuse of the reservation.
  
  Please note we have cancelled the voucher in full, refunding $1,214.86 USD. This will be refunded to the credit card applied to our booking, which is a **** ending in ********.
  
  Thank you for allowing Auto Europe to assist you in this matter.
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  Email: *****************************************
  Reservations: **************

  Customer response

  07/28/2022

  [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

  06/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In January 2022 I ordered a short term vehicle lease from Auto Europe (Ref #*******, ******* Ref #********)I was going to pick up the vehicle in ******, ******* on April 3rd. I had paid for the lease ($1,930.49) at the time I ordered the car. I received the information on the pick-up which indicated a location in ****** which had been closed for approximately two years ago. I tried to call the phone given to me Auto Europe in my confirming documents. I was able to get the correct pick-up address by a desk clerk at the hotel we had to stay in due to the fact that we took a taxi out to the location given to us. There was no Auro Europe facility at these location We spent 40 euros for this taxi ride. I have sent a letter to Auto Europe in ********, ***** on 5/3/22 and received acknowledgement of the delivery, but have not received any response. I sent a follow-uo email and still no reply from Auto Europe. The misinformation that was originally sent to us caused us much stress and expense on our part with no word from Auto Europe.

  

  Business response

  06/30/2022

  To Whom it May Concern, 

  Auto Europe has compensated on ********* behalf. I have emailed the client directly resolving this complaint. 

   

  Thank you. 

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

  Customer response

  07/01/2022

  [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

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car. Their website asked me if I wanted to upgrade for an additional ******* said yes & when I went to check out, I was charged the additional amount for the upgrade but no where did it say on my receipt upgrade. I get to the car rental & tell them this & they said mam you only paid for a *********** explained that the website scammed me bc it asked if I wanted to upgrade for an additional ******* said yes, they charged me but only gave me a mid size. I am requesting a full refund of $766.65 as this was the worst service Ive ever experienced & they scammed me. I even reached out to them explaining this & they said I only rented a mid size but they charged me for a full size & only gave me a mid size.

  Customer response

  05/08/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  07/25/2022

  Dear ******************, 

   

  I hope this email finds you well. 

   

  Please note I have confirmed with our disputes department you had an open dispute against Auto Europe. As of May 16th, 2022, you won this charge back and received a full refund. 

   

  Please note, we are not able to assist any further. 

   

  Thank you.

   

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

*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. ↩