Europcar

On the day of my rental, I called 5 times to let them know I was going to be late, and was never able to get through to a person. When I arrived, they told me that my vehicle was not available and I was forced to re-book with a more expensive vehicle class. The new price was much more expensive than my original booking. At the end of my rental, I returned my vehicle after-hours (full tank and a couple of days early), so wasn't able to get an invoice at the counter. The final price charged to my card was 40 euros more than the estimate. Now, 2 months after my return, I have just been charged an additional 45 euros with no explanation. I just sent a complaint to Europcar to attempt to have the extra charges refunded, but even if they do, it's still a 1-star company.

Stolen bank details! Rented a car in June and 3 months later then take a payment out of nowhere. They should not even store the bank details ! DO NOT USE!

Avoid this company at all cost! THE WORST rental experience in my life!! My rental car stopped in the middle of nowhere in Toscana area in the late night. Called the emergency service and arranged towing truck. Called them numerous times and waited long time to get the car towed. Then we ordered and paid for a taxi to Florence, which was about an hour and half away. I had to book any available hotel in Florence for the night. Next day, I visited Florence Europcar office and asked for reimbursement for the taxi and hotel in Florence. They told me to contact customer service by email (they don’t take phone calls). I emailed all the receipts asking for the reimbursement. Two months later, the customer service emailed saying it’s all drivers fault and can’t be reimbursed. How am I supposed to know what issue the car has? How is it driver’s responsibility to maintain the cars sitting in their garage? This has ruined my whole trip and schedule. Including all the cost, I spent about 1,200 Euro for renting this garbage car for 3 days besides all the time spent in frustration. I will NEVER rent from them again.

booking and car good! -1 star for long wait -1 star for service detailed review below... Rented the car only for three days beginning of October, took the premium insurance because it was our first time renting a car. When we went to the counter you had to take a number and the wait in total was over 1 hour! It seemed that most people were waiting for Europcar though, other companies didn’t have such a long wait. Quite a few people in line before me were sent away quickly, turns out they didn’t have a reservation, they - like me - were waiting for an hour. I think it would make sense to let people know they don’t have any more cars available and only take reserved customers or call all customer with reservation first, just like when you visit your doctor, you know. The car was nice, size we wanted and clean – no complaints there. When we picked it up in the parking garage they quickly handed us the keys and waved goodbye, said: “don’t worry even if you come back with a dent it doesn’t matter” as we had the premium insurance. Once we returned the car the guy immediately went to the front left wheel to say there are some damages, like he knew it was there before. It was some tiny scratches in the wheel rim and they wanted us to sign for the damage, said anyways we wouldn’t be charged for it. Luckily my friend took many pictures at the time of pickup and the scratches were there before. They asked us to write it in the form and now I can confirm they didn’t charge extra. We assume they knew about the damage and wanted to push it onto someone with the 100% insurance like ours, so they can put it in their system. The booking process was easy, car was all good, but would definitely rent from another place than Roma Termini next time, cause it seems quite busy and most staff doesn’t seem to like investing their time in questions.

Avoid it like the plague! We booked 5 months in advance, were there on time and they had no cars and a line of people waiting. We took a ticket and waited 30 minutes to be greeted by someone who looked at our booking, and said you need to wait because we don't have any cars. We waited half an hour, and then they said we would need to wait another hour. After more than two hours waiting, many international calls to our booking agent and a lot of stress, they finally could fulfil our booking by transferring a car over from a different outlet. After all of this, the service was terrible. No apologies for the wasted time, not even helpful instructions of where to pick the car up. We saw the terrible ratings on google only a few days before and were not lucky enough to be spared the same fate - hopefully anyone else is lucky enough to book with a different company. Plus- they were displaying a banner stating cars available.. not for us ?

Well I made my reservation a couple of weeks before I needed the vehicle, I specified that I needed a Diesel vehicle as I would be driving all the way to the south of Italy, I stopped at Termini 2 days before and I was advised that there would be a Diesel vehicle for me on September 26. On September 26 I stopped to pick up the vehicle I was advised by the attendant that there were no Diesel vehicles available, once at the pick up location the attendant advised that the vehicle I was receiving was a Diesel as I started it I noted it wasn't. The interior of the vehicle was dirty the dashboard was covered in dust and hairs where visible I don't believe this car was even sanitized prior it being delivered to me, the windshield was covered in bugs in the exterior I could barely see out, I tried to use some windshield washer but it was empty, I cleaned the windshield days later at a gas station. The vehicle also had some damage to the front turning signal causing me to be on the phone with my insurance company for a considerable amount of time wasting my time I was not advised of this damage by the attendant at Termini. I attended the Carabineri station in Amalfi to report this damage only to find out that it had been noted in the contract but I haven't been told about it. A few days into the trip a foul odour was present in the vehicle after searching for some time I located a small container of rotting cheese under the passenger seat. I don't believe I will be recommending your company as it proved to be unreliable.

I've booked and paid for one car, then received information that my reservation is not confirmed. OK, it happens. So I've booked another one (and paid again) - now with succesfull confirmation. I was supposed to pick up BMW at 8am but there was nobody at the desk at that time. After ca. 20min somebody eventually showed up just to tell me that there is no BMW or even similar car for me, but if I want to I could pick up a FIAT 500X with a 10 euro discount... OK, I really needed some car so I agreed. But the lady at the desk gave me a contract agreement in which I was asked to sign a written confirmation that I have already inspected my car. Since I hadn't even seen it at this time I refused to do so, and asked them to show me the vehicle. Lady has rolled-over her eyes and told me to go to the different building (7th floor) to see what's what. After short inspection I noticed several scratches and that a car was dirty inside (it was just returned by some family). I've shared that with the lady at the desk and she just wrote a small remark "there are scratches". To my question about why the car is dirty she replied that her colleagues have told her that it's clean. - "But I've got pictures showing that's not true" - I said. - "Then you can send those pictures to the customer service" - she replied. I had to cancel the whole agreement. The overall effect: - completely wasted almost 2 hours - plans for the 1-day trip ruined - almost 700 euro blocked on my account (1st reservation which was not confirmed by europcar, 2nd reservation and deposit - all the funds were unclock after one week). Eventually all my funds were given back, however I've lost money on my 3rd party car insurance which could have been canceled if anyone at europcar would have bother to inform me that there WAS NO CAR which WAS CONFIRMED in my ALREADY PAID reservation! That was my first and hopefully last experience with Europcar.

I had a terrible rental experience at Europcar Rome Termini. I will post below my letter of complaint to the company outlining my experience. It was emailed to both the Italian & Australian head offices, the response from the Europcar Italy was not sympathetic or acknowledging of the complaint, however Europcar Australia were very good. When I returned the vehicle to Rome Airport, the level of customer service was exemplary, thus proving that the office at Rome Termini needs a major overhaul and lessons in customer service and what’s expected by a reputable hire company. ................................ I’m writing to complain about my recent experience with Europcar at Rome Termini Railway station on the morning of 31st August 2019. I was due to pickup a Fiat Talento van at 10 am. Due to the high volume of other customers, and only one staff member on the counter until 1020 am, it was not served until after approximately 1030 am. After I was served, I was to to proceed to the vehicle station located 500 metres along the street, on the 7th floor. When I arrived at the car pickup station on the 7th floor, I was told that the vehicle was down stairs in the street. The supervisor then said one of the other staff members there would take me to it. When we located the vehicle,it was parked in between two massive potted trees. The staff member just handed me the key, and walked off. There was no walking around routine. The outside condition of the vehicle was disgusting. The vehicle had not been washed externally. When I opened the sliding door, a pile of fast food containers & rubbish feel out. Every single seat, in both the drivers cabin and passengers cabin had dirt and dust all over. The drivers seat has a large stain on the seat. I don’t know whether this fluid is from drinking coffee or other bodily fluids. I almost get the impression that the vehicle was being used by homeless people given its condition and amounts of rubbish and smell inside. This is absolutely unacceptable. I proceeded back to the Europcar railway Termini office to speak to a manager. Once at the Termini office, the staff there were unable to help me, except to call the car detailing team at the car pickup station, and ask for the vehicle to be cleaned. I was instructed to return to the vehicle, and so then proceeded back to the vehicle. Once back at the vehicle I waited 10 minutes for someone to come downstairs . That didn’t happen, so then I had to return back up to the 7th floor. There I was told it wasn’t possible to clean the van. I suggested they had better come down and clean it in the street if possible. Two men were sent down. I watched them clean the vehicle, but all they did was collect the rubbish, lightly hand wash the outside, and then walk off. I called them back and suggested they vacuum the inside, to which they replied it wasn’t possible. They then left. Again I had to return to the 7th floor. After 20 minutes of trying to get the supervisor to do something, he finally asked one of his staff to collect the vehicle and bring it to the 6th floor. After a further 15 minutes, the van was brought up, and two men proceeded to wash the van. Again, I had to ask that they vacuum the vehicle. It was still dirty, especially the dashboard area. They refused to do anything about the large stain on the drivers seat. As I had now spent the best part of 2 and half hours trying to pickup the vehicle, and I had to be in Lucca before 5:30 pm, I had to leave. I had to return to my hotel to collect my luggage and my fellow travellers, as we are a party of six. Please be assured, this is the worst rental experience of my life, as I regularly rent vehicles all over the world, and mainly in Australia for both leisure and work purposes.