Getting a refund out of Eurpcar - help!
Discussion
At the beginning of April I had a trip planned and organised a hire car. I had a niggling suspicion that there would be an issue with the trip so I made sure I could cancel if necessary. Sure enough, the niggle became a reality so I cancelled the hire car outside the 48hr limit.
I got an email soon after saying I would receive a refund less the penalty for being inside the 48hr limit. I emailed and explained the timings and got an apology, confirmation that I was indeed due a full refund and a customer services email address to contact to secure this.
Emailed them, heard nothing. Tried again, nothing. Third time, nothing. So I called them, spoke to someone in a foreign call centre who gave me a 'case number' and said it would be dealt with. Still nothing a few days later so I emailed, got a reply saying it was being investigated (despite having previously been told was an error and I was correct).
Days went by so I emailed again. Silence then and ever since.
Bit of investigation reveals that it's a French company, and the booking for the car was Italy, so guessing UK Small Claims won't be interested. Also discovered that Europcar owns the notorious Goldcar car hire company, which doesn't instil me with confidence (Google them - very questionable practices).
So at a bit of a loss to know what to do next. There is no dispute, I was outside the 48hrs prior to collecting the car and they have confirmed this and that I am entitled to a full refund (but that email came from a 'no reply' email address so can't re-contact whoever that was).
But if they simply don't refund the money, what on earth can I do?
I got an email soon after saying I would receive a refund less the penalty for being inside the 48hr limit. I emailed and explained the timings and got an apology, confirmation that I was indeed due a full refund and a customer services email address to contact to secure this.
Emailed them, heard nothing. Tried again, nothing. Third time, nothing. So I called them, spoke to someone in a foreign call centre who gave me a 'case number' and said it would be dealt with. Still nothing a few days later so I emailed, got a reply saying it was being investigated (despite having previously been told was an error and I was correct).
Days went by so I emailed again. Silence then and ever since.
Bit of investigation reveals that it's a French company, and the booking for the car was Italy, so guessing UK Small Claims won't be interested. Also discovered that Europcar owns the notorious Goldcar car hire company, which doesn't instil me with confidence (Google them - very questionable practices).
So at a bit of a loss to know what to do next. There is no dispute, I was outside the 48hrs prior to collecting the car and they have confirmed this and that I am entitled to a full refund (but that email came from a 'no reply' email address so can't re-contact whoever that was).
But if they simply don't refund the money, what on earth can I do?
Who did you place the booking with?
You could have no harm by sending a short, polite, factual, bullet point email to this guy:
https://www.ceoemail.com/s.php?id=ceo-9683
His exec assistants will pick it up and escalate within customer services. For some companies it really works.
You could have no harm by sending a short, polite, factual, bullet point email to this guy:
https://www.ceoemail.com/s.php?id=ceo-9683
His exec assistants will pick it up and escalate within customer services. For some companies it really works.
Vaud said:
Who did you place the booking with?
You could have no harm by sending a short, polite, factual, bullet point email to this guy:
https://www.ceoemail.com/s.php?id=ceo-9683
His exec assistants will pick it up and escalate within customer services. For some companies it really works.
This normally works, but in the case of European, I suspect the assistants are in a padded darkened room, rocking forwards and backwards for comfort, because they are so awful at customer service.You could have no harm by sending a short, polite, factual, bullet point email to this guy:
https://www.ceoemail.com/s.php?id=ceo-9683
His exec assistants will pick it up and escalate within customer services. For some companies it really works.
Slight twist in the tail to this one - ran out of patience today and decided to instigate the charge-back. First thing to do was find the date that the money was taken and...
It never was! Can find no trace of it.
So what the 'will refund, less time penalty amount' and then 'our mistake, contact customer services for full refund' emails were all about I have no idea.
But it does explain the reluctance to refund me, given they had no money of mine to refund!
It never was! Can find no trace of it.
So what the 'will refund, less time penalty amount' and then 'our mistake, contact customer services for full refund' emails were all about I have no idea.
But it does explain the reluctance to refund me, given they had no money of mine to refund!
Ari said:
Slight twist in the tail to this one - ran out of patience today and decided to instigate the charge-back. First thing to do was find the date that the money was taken and...
It never was! Can find no trace of it.
So what the 'will refund, less time penalty amount' and then 'our mistake, contact customer services for full refund' emails were all about I have no idea.
But it does explain the reluctance to refund me, given they had no money of mine to refund!
Have a It never was! Can find no trace of it.
So what the 'will refund, less time penalty amount' and then 'our mistake, contact customer services for full refund' emails were all about I have no idea.
But it does explain the reluctance to refund me, given they had no money of mine to refund!
. I know Holiday Autos take the money when you book and get a voucher, maybe the other just take your card details for payment if needed (>48hrs). 
ds. Take them to court anyway.I used Europcar for a rental of a fiat 500 Abarth in Venice last month. It wasnt a 500Abarth size car, it was that car specific. When i got to Venice i was told that they dont do that car and i ended up with a Heep Renagade instead. I managed a whole 98 kms in 5 days in that car. I was right pissed as id seen all the long windy mountainous roads as we where approching the runway as we arrived in Italy.
I phoned to have a moan but nothing happend, ill phone again tomorrow. Ive spent thousands with this company, but they just dont care.
I phoned to have a moan but nothing happend, ill phone again tomorrow. Ive spent thousands with this company, but they just dont care.
Gassing Station | The Lounge | Top of Page | What's New | My Stuff