Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. No one answered the phone at the *********** location to arrange our pickup. We waited over an hour for the driver to pick us up and take us to our car. 2. When we had our accident, we tried calling twice and they did not answer. The second number, on a sticker in the car, answered but they did not speak English and said they would find someone and call us back, they did not. 3. When we returned the damaged vehicle, the manager took pictures of the damage and sent it to a friend for an appraisal. He then demanded that I pay ******** to cover the damages. When I refused, he became agitated and asked if we had turned it into our insurance yet. I stated that I had not but would be, as we were unclear about what to do because we hadn't been able to reach someone to ask for instructions. He said he would charge my credit card for the fee, and I informed him that the hold would not go through as there was not 2500 on the card. I told him that I had to leave within 30 minutes to make our flight. He then became belligerent, saying that I was arguing with him and got in my face. I told him to step back, and he refused to and asked what I was going to do about it. I took a step back and put my hand up because I felt physically threatened. He then walked into my hand and told me not to touch him. I called the police and also an ***** We were both yelling at this point. I left the building, gathered our bags with my wife, and left the property. When the **** driver came, the manager told him I was to be arrested and that the driver would be aiding and abetting if he took us. Eventually, the driver took us and we were able to leave. I have worked in customer service for many years and would never dream of treating a customer the way I was treated. I have been physically accosted by customers and did not react like this man did. We almost missed our flight because of him and had to rush through the airport to make our flight.

• Initial Complaint

  Date:02/14/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip to *********** through *******. Included flight, hotel and car rental. When we got to the airport in PR the car service was nowhere to be found. ******* was unable to refund my money, they gave me the number to Europcar. They do not answer the phone. I am not sure this is a legitimate company. We had to rent a car from a different company. If the company is not reachable and they breached the contract by not picking us up when they were supposed to, how do I get my money back?

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to contact anyone at this company for a week to cancel a car rental reservation due to a flight being cancelled therefore I was not able to be in the state to get the car. I have had no one return emails, calls or able to get anyone to ever answer their phone. I am just seeking a refund due to the car not being rented. I tried to contact them the day of scheduled pick up due to my flight being cancelled to no avail.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute a charge of $1030.20 for damage to a vehicle rented from Europcar rental company. The details of our rental are as follows:Upon picking up the car on November 10th, we noticed a minor dent on the car door. Since there were no staff present in the parking area at the time, we documented this damage by taking photographs.On November 20th, we returned the car early in the morning using your self-service drop-off process and deposited the keys into the designated drop ****** our surprise, nearly a month later, we received a bill charging us $1030.20 for repair costs. This is completely unacceptable, as the dent was already present when we rented the vehicle.Attached is the photo we took of the cars condition at the time of pick-up. Please confirm receipt of these photos and inform us of the next steps to resolve this matter promptly.Thank you for your attention to this issue. I look forward to your response.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 20, 2024 I bought an online plane ticket direct from the ****************** website, flying from ******, ******** to ********, ****** on September 17, 2024 (via ******, ***********, confirmation code TMRPWC). During the online checkout process on the ********* website, ********* asked me to book a rental car using ********** valued rental car partner, Europcar. I did so, and the websites auto-filled all my flight details into the Europcar website rental forms. Europcar knew what flight to expect me on, and at what time of arrival. My Europcar rental agreement #********** said my rental cost would be a guaranteed price $631.11 for 21 days of rental. Europcars website said that we will wait for you in the incoming flight was delayed, and in the event of a delay I should write Europcar on ************************************ Just after midnight on Sept. 17, 2024 ********* contacted me to say their flight to ****** would be severely delayed, so they were going to route me through *********, ******* instead, which would entail a delay of 4 hours. I promptly emailed ********************************** at 04:07 (AM) on Sept. 17 to inform them my changed arrival details, which would entail arrival from ********* at 17:50, flight LH1084 (copy of email attached). I informed Europcar of my delay a full 12 hours, 3 minutes before my expected arrival at the Bordeaux car rental. But when I arrived at the car rental agency, Europcar said they had never been informed of my delayed arrival time, so they had already cancelled my reservation and demanded that I pay a new price that was double the price of my rental. I opted to rent a car for only 16 days instead of 21 days, to save money, but I still paid $262.44 more for the rental car, even though I rented a car for five fewer days. I was originally expected to arrive at the ******** car rental agency at 14:10 on December 17. Europcar sent me an email at 15:37, confirming that they received notice of my late arrival.

• Initial Complaint

  Date:10/28/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In made an online reservation from Europcar Turkey and then pick up the car starting from 06-14-2024. According to the website where the I made the booking and our system, the excess of CDW is 661 USD. CWD is the amount of money I will pay in case of an accident.However upon arrival to the pick up station, they made to sign the attached document that states in Turkish that the excess is ***** YTL which is around 1450 USD, however in the English written version, it states that the customer has to pay 2000 USD as an excess if he does not purchase the ***** which made the customer confused. Of course these are were in fine prints and I picked up the car midnight. I am attaching the document for ************ problem is the switch and bait tactics, their website cheated me.

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a car overseas from Europcar. The car broke down. The company charged us around $1000 saying the failure was due to "user error". The mechanical breakdown was explained as "agreed that the clutch was burnt out as a result of driver error" without any explanation of what the error was or can be while driving an automatic transmission car. Hence they are unfairly and conveniently charged our credit card

• Initial Complaint

  Date:10/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  19 June 2024 The Europcar company, located at the ******************** in *******, for the second times is charging me with damages to the vehicle that never happened. They ignored all my evidence, such as photos, invoices, clips, etc. ************ is defrauding people constantly. There is more evidence regarding this issue, but the space allowed is limited. More evidence can be submitted under request. For further information contact Melvio, a Europcar agent, located at the ****************************** (***************). Please look into this matter.

• Initial Complaint

  Date:07/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car for $284.46 on Edreams.com for Europcar in **** on July 11, 2024. When I got to Europcar Rental at the ************ they said that they did not have the car available that I had paid for and for an extra fee of $40 they rented me a T-Roc Convertible. I reserved a T-Roc so I don't understand the up charge. Then on July 19, 2024 I was charged on my credit card $781.69 through Europcar. I did not receive a bill. I also paid $88 to Allianz for car insurance. I never agreed to the $781.69 charge. They only had permission to place a $500 hold on my credit card.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car with Europcar in ******** from 7/5/2024 to 7/12/2024. Upon picking up the car they told me I could exchange the standard transmission for an automatic. They said the new car would be 40 euros per day instead of the lower rate for the standard. I agreed, however, they charged me the entire week for both car rentals. When I dropped off the car I filled the gas tank up completely at the closest gas station to the airport, which is 5 mins away. I have receipts to prove this. Upon dropping off the car they inspected the car and acknowledged that the gas tank was full, however, they claimed there was a small tear in the right front tire. My paperwork clearly stated this damage was already present before I used the car. I went up to the office to explain this. Upon arriving in the office the woman at the desk said I was being charged for not returning the car with a full tank. I told her that was impossible because I came straight from the gas station and showed her the timed receipts. She argued with me for a minute before calling down to the inspector and agreed that the tank was full. She then said I would be charged 380 euros for the tire damage. She disregarded the paperwork about the previous damage and said I couldn't leave until I paid. At this point, I had to drop off my luggage and catch my flight so I paid for the damages so I wouldn't miss my flight home. A few days later I had several charges on my credit card from Europcar. The additional charge for the exchange rental ( which effectively doubled the rental price), the price for the tire damage, and an additional 91 euro charge with no explanation. The company has not responded to my emails with proof of the prior damage already existing.