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Auto Europe, LLC

Additional Locations

Phone: (800) 223-5555 Fax: (207) 842-2222 39 Commercial St, Portland, ME 04101 http://www.autoeurope.com View Additional Web Addresses

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Description

Auto - Europe, LLC. provides car rentals, airline flights, hotel Accommodations, and escorted tours in Europe and throughout the world.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Auto Europe, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Auto Europe, LLC include:

  • 29 complaints filed against business

Factors that raised the rating for Auto Europe, LLC include:

  • Length of time business has been operating.
  • Response to 29 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

29 complaints closed with BBB in last 3 years | 10 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 10
Billing/Collection Issues 6
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 13
Total Closed Complaints 29

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Auto Europe, LLC
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 8

Additional Information

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BBB file opened: April 02, 1993 Business started: 01/01/1954 in DE Business incorporated: 01/01/1986 in ME
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Imad Khalidi, CEO Ms. Molly Douglas, Customer Service Manager
Contact Information
Customer Contact: Ms. Molly Douglas, Customer Service Manager
Principal: Mr. Imad Khalidi, CEO
Related Businesses
Kemwel
Number of Employees

450

Business Category

AUTOMOBILE RENTING Passenger Car Rental (NAICS: 532111)

Alternate Business Names
Destination Europe Excellent Hotels Fly International
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Additional Locations

  • 39 Commercial St

    Portland, ME 04101 (800) 223-5555

  • PO Box 7006

    Portland, ME 04112

  • 1
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  • Guarantee or Warranty

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Complaint Detail(s)

7/5/2014 Billing/Collection Issues
6/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We obtained a prepaid rental on 3/6/2014 for a Peugeot for pick-up on 4/15/14 in Sorrento, Italy then dropped off at Malpensa Airport in ***** on 4/20/14. We had a voucher for the car to be given at the ***** office in ******** for the car. My wallet was stolen in Naples on April 8, 2014. My wife ***** and I went to the ***** office and explained our situation. The manager told us to get a police report then bring it with us to pick up the car and there would be no problem. We went to pick up the car and the ***** staff were puzzled about showing the police report and the voucher to them. They wanted my wife ***** to submit her licence on the car. We also put a credit card for deposit. The voucher was given to the ***** ******** office voucher number ***********. We received no paper work on what ***** signed--only the papers on our Auto Europe contract. We paid Auto Europe $292.01 for the 5 day rental from 4/15/14 to 4/20/14. Imagine our shock when I received a bill on our deposit credit card of $450.00 for the 'new rental' of the same car we prepaid for with Auto Europe. Is this a fraud???

Desired Settlement: Remove ******* double billing of our rental in Sorrento.

Business Response: We have reviewed ******* billing relating to the Auto Europe reservation under voucher ** *******. ***** have informed us that they charged the ********'s a total of €322.08Euro.  €17.08Euro of this was for the road fee, which is always billed locally.  The remaining €305.00Euro relates to an upgrade to a Renault Megane station wagon.  We have requested that ***** provide a signed rental agreement, showing this was accepted locally.  If this was not signed for locally, we have asked that they remove this portion of the billing.  As soon as we receive this documentation from *****, we will contact Mr. ******** without delay.

Business Response: We have received a response from ***** today.  They
have sent a copy of the signed rental agreement, showing signed acceptance of
an upgrade to a station wagon from ***** Italy. 



I have uploaded *****'s Signed Rental agreement here. 



When one rents a vehicle, the desk agents will typically offer extras, such as
insurances, GPS units, upgrades, etc.



If the price for these extras are not disclosed or if there is not signature on
the rental agreement signed locally, Auto Europe can typically dispute on our
client's behalf.



In this instance, as the amount was disclosed, and accepted and signed for,
***** have informed us they are maintaining their charges.



We regret we cannot provide a more positive response to Mr. ********'s
concerns.

Consumer Response:

 

I want to see the contract that I signed under false pretenses--not a credit card statement!

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Re: EUROPCAR Client ********/ AUTO EUROPE *********-1 To whom it may concern: I am in receipt of 12-DIC-13 invoice of EUR 652.80 for “non-waivable charges due to damage to your vehicle. This is another in a series of what I consider unwarranted and unjustified charges associated with damages to your vehicle caused by my single vehicle accident on 9/30/14 and within the first 5 hours after I picked-up the vehicle from your Rome airport location. I will continue to dispute these new charges and all prior charges charged to my American Express card. I consider all of these charges to be not only unwarranted, deceitful and dishonest. I will explain. I booked this rental through Auto Europe, your US agent. The Auto Europe confirmation stipulated: * Rental includes Theft Protection for the vehicle. Rental limits potential vehicle loss liability to deductible of approximately EUR 1,000.00. * Rental includes Collision Damage coverage . Rental limits potential vehicle damage liability to deductible of approximately EUR 1,000.00. When I picked-up the car from your Rome airport counter, I made sure that all insurance was included per my Auto Europe confirmation. I was assured by our agent that it was. After the accident, I promptly notified EUROPCAR ITALIA of the accident. I was advised that I needed to call your road service. I contacted your road service and they told that since the car had already been towed, they could not help. The day after the accident I went to see the car at the meccanica’s location. He advised me that your company was sending a truck to pick the car up to transfer it to Pisa. That day, I called your Rome airport location to make sure that I was covered completely by insurance. Again, they assured me that I had complete coverage AND that there would be no deductible charged. Over the next six days I called numerous EUROPCAR offices in Rome, Siena, Florence and Venice and other locations to arrange for a replacement car. After significant effort on my part, your company would or could not replace the vehicle. I had to hire a private car at great expense to continue our holiday in Tuscany and take the train to Venice. Avis in Venice was able to accommodate a vehicle for the rest of our holiday. When I returned to the US, I contacted Auto Europe and talked to a Mr. ****** *****, VP Customer Service. He assured me that I was liable for maybe one day’s rent and the EUR 1,000 deductible. On 10/11/13 the following charges were made to my American Express account. I promptly disputed those charges. When I saw these charges, I immediately contacted Mr. ***** at Auto Europe. He expressed surprise that you had charged my account and that they would work to honor the EUR 1,000 deductible. According to Auto Europe you applied these charges because EUROPCAR “did not know where their vehicle was” and I “hadn’t contacted their roadside assistance service.” If this is the true reason for these charges, your actions are calculated for your financial advantage. My phone records that I have provided to American Express will show that I made over 30 calls to EUROPCAR ITALA regarding the accident and attempting to acquire a replacement vehicle. Additionally, the mecannica in Manciano where the car was towed was contacted the day after the accident by EURPOPCAR to make arrangement to remove the car to Pisa. Then, on 12/6/13 you applied additional charges that I promptly disputed. All of these charges have been applied to my account without notice or explanation. Mr. ***** was sympathetic at first, claiming that he would not be a beneficiary of your unwarranted and excessive charges. Now, Mr. ***** has had a change of heart and now wants me to pay the original rental charges of $2,191.17. At this juncture, based on the reasonable expectation of insurance coverage, I am prepared to pay Auto Europe and EUROPCAR, collectively, a maximum of EUR 1,000 per the confirmation in exchange for a release from your two companies further charges, legal obligations and reprisals. No more, no less.

Desired Settlement: Total settlement of EUR 1,000 for the insurance deductible.

Business Response: Auto Europe is currently investigating this complaint.  We are disputing Europcar's charges of 18 additional days and are in contact with their top management. Our client did have a rate including collision insurance with a deductible of approximately € 1,000.00Euro.  We are also requesting all damage-related documents from Europcar.   We anticipate more information very soon and will advise as soon as we receive more feedback from them.

Consumer Response: 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.

Auto Europe continues to reject my dispute of THEIR charges of over $2,2000 on my AMEX card. Until they reverse these charges, I will not accept their response. 

Business Response: Please find attached, a copy of the Auto Europe voucher, showing his rate included collision damage waive with a deductible of approximately €1,000.00Euro.  Also attached are some of the photograph's which Europcar sent showing the damage to the vehicle. Auto Europe has successfully disputed Europcar's additional day charges.  They have agreed to lower their charges to Mr. ***** to only the damages, 20 liters of fuel, and one day of the road fee and applicable vat charges on these items.  Europcar has refunded €3,312.52Euro to the credit card on February 18, 2014.  This should post within the next 7-12 business days. Auto Europe has also refunded down to the amount of time the vehicle was used before he had the accident.  We have refunded $1,314.08USD to the credit card on record.  This should post within the next 2-3 business days.

Consumer Response: 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.

Contrary to Auto Europe's response, Eurpocar has agreed to charge me only one day's rental. No damages and no deductible. Further, Auto Europe did not resolve this issue. I personally resolved this issue through Europcare corporate in France. Here is their email: From: ******************************* [mailto:*******************************] Sent: Thursday, February 20, 2014 10:11 AM To: *****, *** Subject: Your Ref.: Fwd: EUROPCAR ITALIA - reservation Nr *********. (Ref Nr *******)   Dear Mr *****, This is to confirm that we have received the email you sent to ***** ***** and ******* *****. We are truly sorry that you encountered problems while renting with our company in Italy. A copy of your correspondence was sent to our Italian customer service Manager who has conducted a full investigation.   The file has been handled through Auto Europe, and the concerned Italian Sales Manager has agreed to bill Auto Europe for 1 rental day and the extra days billed to you have been refunded.   You will be contacted by Auto Europe to inform you about the refund to your credit card and you should receive replacement invoices from Italy. Sincerely yours, ********* ****** | Europcar International |Quality to Customer & Sustainable Development   Bâtiment OP Parc d’Affaires « Le Val Saint-Quentin » 2 rue **** ******* ***** ********************* FRANCE This is to confirm that we have received the email you sent to ***** ***** and ******* *****. We are truly sorry that you encountered problems while renting with our company in Italy. A copy of your correspondence was sent to our Italian customer service Manager who has conducted a full investigation.   The file has been handled through Auto Europe, and the concerned Italian Sales Manager has agreed to bill Auto Europe for 1 rental day and the extra days billed to you have been refunded.   You will be contacted by Auto Europe to inform you about the refund to your credit card and you should receive replacement invoices from Italy. Sincerely yours, ********* ****** | Europcar International |Quality to Customer & Sustainable Development   Bâtiment OP Parc d’Affaires « Le Val Saint-Quentin » 2 rue **** ******* ***** ********************* FRANCE  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The problem is two-fold with Autoeurope. First, I have a complaint about the advertising, booking, and billing practices of Autoeurope as not being honest, apparent, and intentionally misleading. The company on their booking website allows cars to be rented from different locations from their drop-off point. They also give prices for this service. I should have immediately known something was fishy when you have to request that the service be available, unlike their competitors. The company then sent me a priced itinerary as per the online quote, although it was priced in both USD and Swiss France (the currency of the pickup.) The two amounts were relatively equal so I assumed, like any reasonable person, that this was the quote in both currencies. The company, through unproductive email correspondence after the fact, has stated that the Swiss Franc price was actually for a fee for separate drop-off. This amount was $389.57 in excess of the original rental price of $347.59. This fee is over $300 in excess of the price I could have received from the rental company that Autoeurope used to fulfill their contract, Europcar. The flagrant use of two currencies with no possible reason except to deceive is utterly unacceptable. Secondly, I had a very unpleasant experience with the Europcar staff in Brussels at the drop off. First, they were exceedingly difficult to find, and secondly, they were exceedingly rude. The car had no mats on the carpets, and then the drop-off staff demanded that I pay a 60 Euro fee for "exceedingly dirty" delivery, stating "the vehicle would have to be chemically cleaned". I had to take quite some time arguing that this was ludicrous, and then, to demonstrate, I went back to the drop-off and cleaned the car interior solely with a vacuum provided to a standard that the person who initially stated was impossible. This took only eight minutes, and nothing other than a vacuum. This event forced me to cancel several things I wanted to do in the town, and defeated many of the purposes of the rental to begin with. I have sent several emails to Autoeurope, who have not answered them with sincerity or usefulness, this forcing this complaint. The operation, through this experience, seems to be a sham and a front for charging well in excess of what the actual rental companies charge, through their relatively clear and upfront costing.

Desired Settlement: Refund of $389.57 for the misleading billing practices in the "one-way fee in Swiss Francs" and 60EUR for cleaning fee caused by affiliate for cleaning costs (identical charge for identical services charged by affiliate)

Business Response: Dear Mr. *****,   I have reviewed your file and, although I am very sorry for any miscommunication, I can not authorize a refund because you were informed of the one way fee due to be paid locally.   After you enter your dates, times, and locations on our website, you are brought to a page with a list of vehicles and prices.   At the top of this page, we note "Important One Way Information" which states "Certain restrictions may apply when picking up and dropping off at different locations, including additional fees. If the one way is permitted, we will contact you to advise of any restrictions and/or applicable fees. A voucher will also be sent for your review. You may cancel your reservation and receive a full refund if done so with three days advanced notice."   Upon receiving your specific request, we replied to you via email advising of the drop fee, specifically stating that this fee was due to be paid locally. Furthermore, we removed your credit card details so that we did not charge you unless you accepted the prepaid price with the one way fee paid locally.   Regarding your experience locally, I apologize for any inconvenience. I am unable to verify the original state of the vehicle at the time of drop off but to help compensate you, I would like to offer you $25 USD off of any future rental. I would also be more than happy to personally make sure you receive the best quality price, product, and service available.   If you have any further questions or concerns, please do not hesitate to contact me directly. Best Regards,   ****** ***** Vice President of Customer Service Email: ******@autoeurope.com Direct: ************  Mobile: ************ Reservations: ************** UK Reservations: *************  Auto Europe ** ********** Street ********, Maine ***** Tel: ************ Fax: ************ Web: www.autoeurope.com

Consumer Response: 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. 

I have to wholeheartedly disagree with the response of my complaint. First, Autoeurope has not settled either issue. First, They do not mention the unreasonableness of fee that was hidden through a "local currency" which mislead to such an extreme degree. I booked a service with Autoeurope, and if I were to know I was going to pay DOUBLE to a subcontractor, in a contract that I am not privy to, I would have booked with the subcontractor in the first place, as any rational person would.  Secondly, after my experiences, I will not be returning to such a deceiving company again, even for a free service, so the offer of $25 off is an empty offer. If indeed Autoeurope cannot figure out what their subcontractors are doing, the company is even more unstable than first thought.  I am standing firm on both of my requests. I will not use your service again, so promises of better service and token discounts on future acts, which now has no monetary value, are worthless.  

Business Response: Dear Mr. *****,   As previously stated, we (Auto Europe) did advise you of the international one way fee due to be paid locally. We also required you to resubmit payment if you accepted this fee and wanted to proceed with the reservation after being advised of the applicable one way fee.   The fee was quoted in the local currency as this is the exact amount that is charged locally whereas the USD amount is subject to the conversion rate at the time of the transaction. However, we did also provide the approximate USD amount in addition to the amount in local currency in our email to you when the initial request was submitted.   Regarding the option using other suppliers, the one way fees applicable to our rates are from the suppliers themselves but we (Auto Europe) always guarantee the best rates in the industry so if you were to have found a supplier offering a cheaper rate including the one way fee, we would have beaten that rate for you.   I am truly for any confusion but we do not agree to any refund since we advised on our website that additional fees may apply, quoted the applicable one way fee before processing your request, and required you to resubmit payment to ensure that we did not process your request until after we quoted the necessary fees. Best Regards, ****** ***** Vice President of Customer Service Email: ******@autoeurope.com Direct: ************  Mobile: ************ Reservations: ************** UK Reservations: ************* Auto Europe ** ********** Street ********, Maine ***** Tel: ************ Fax: ************ Web: www.autoeurope.com

Consumer Response: 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. 

I do not accept the current position of Autoeurope. As stated before, on the first question, the sent rental agreement as mentioned was misleading. The voucher specifically states in the blue section that the required payment was $347.59. Any rational person would assume that the total payment is the amount specifically stated as the required payment. There should be no additional fee in addition to what was marked "total payment", otherwise it is not indeed a total payment.  On the second complaint, I am still unwilling to accept any outcome other than the exact fee that your subsidiary attempted to charge on me which was 60EUR. If it was fair for them to charge me, I am able to be compensated an equal amount for the same level of work. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Short summary: I had rented a car using Autoeurope(as broker) from Firefly(as supplier) for a trip in Sardinia. I also bought Excess Refund Coverage insurance from Autoeurope. Unfortunately I had an accident and had to pay excess to rental company(Firefly). Autoeurope at first rejected excess refund at all and at this point, they are offering only 1/3 of excess to refunded. Complete story: We had a honeymoon trip to Sardinia. We rented a car from Autoeurope(as a broker, and I bought excess refund coverage), it was Firefly car. On 2013-08-19 at aprox 14:00 I was slowly driving down the hill at about 30-40km/h in ** ****** beach, ******** (road number SP**). Road was narrow, on my side of road there was sidewalk and cars where illegally parked on it(there was a sign "no stopping"), because of this, people was walking on the road itself on the opposite side of road, so incoming cars drove closer to the middle of the road, and I kept closer to sidewalk on my side to not crash into incoming cars. Road was slightly bent to left, two cars where left unattended dangerously with 2 wheels on the road, not in line with all others (other cars was all 4 wheels on sidewalk) this way further narrowing already narrow road. My wife saw a spider on me and started to shout (she’s scared of them), I got scared of sudden shout and looked at her to see what happened, a second later I touched first of not in lined cars and by friction I was dragged to a second car. I did not break any traffic rules: I was in my side of road before and after the crash. We called police, it came and filed a report, also fined all those cars for illegal parking. I did everything I had according to contract rules: called police, notified supplier, collected all documents I was given, did not agreed to be guilty. Autoeurope first tried to reject my request to get excess refunded by stating that I do not gave them all documentation: police report and repair bill is missing. Firefly did not had repair bill then we left Sardinia, and police did not give me a copy (I asked them for it) at sight of accident, but they said Firefly will get it. After getting back to hotel and reading all the Autoeurope contract rules, I found a rule saying that they(Autoeurope) will request missing documentation from supplier(Firefly), so I did not tried to get police report then I was still in Sardinia. After I complained to them pointing out that rule of retrieving documents, they just ignored my emails. Then I complained to my local ECC(www.ecc.lt, similar to BBB, but a weaker in jurisdiction), after they talked with Autoeurope, I received a letter saying they will try to get missing documentation and it should take them 2-4 weeks. After that time passed and I have not received any response from Autoeurope, I requested police report from Italian police on my own and I forwarded it to Autoeurope. Then I got response saying it does not matter if I have a police report or no, this accident was caused by negligence(they named it a negligencem since this was no way a gross negligence and only gross negligence is exception by contract rules) and they offered only 1/3 of excess that I paid, stating this is their "good will" offer. Firefly contract also has exception for gross negligence, but they did not consider that as gross negligence. Autoeurope also talked about negligence – it is not an exception or a reason to reject contract at all. This was a driving accident and probably all driving accidents have some sort negligence involved, but if anyone was grossly negligent in this case, then it was people parking cars dangerously in forbidden place. In police report, I can’t find who fault it was, however, it has written that car drivers what I crashed into where fined for violating traffic rules. At least by Canadian insurance law I would be considered 100% not guilty in this case: crashing into illegally parked car on extra urban road. Don`t know how this is in Italian or USA insurance laws and which law applies in my case. My local ECC suggested confider possibility of using another (more powerful) organization, so I’m referring to you. I have bought service to get all excess refunded, not 1/3 that they are offering now. I have not breached any contract rule, I have not violated any traffic rule, so I don’t see a viable reason to reject my excess refund request. I think this company is very dishonest and this service is simply a fraud, since they do everything they can to avoid refunding excess. I also suggest to ban selling of this service, since they are not interested in completing they duties. This accident already ruined our honeymoon trip and this behavior of Autoeurope does not help at all. This is case details: Rental agreement number: ********* Our claim ref number: ********** Our vehicle number ******* Incident date: 19/08/2013

Desired Settlement: All excess refunded. This was service I have bought

Business Response: Dear Mr. ********, According to your statement, you got into an accident because you became distracted by your wife who shouted when she saw a spider. You also noted that there were cars parked illegally on the side of the road you were driving on. After reviewing all of the information available, we concluded that your your accident had occurred as a result of gross negligence because it is the driver's responsibility to be in control of his/her vehicle at all times, regardless of any distraction that may present itself and regardless of how/where other vehicles may be parked. Per the the terms and conditions that you agreed to at the time of booking, the Refundable Excess does not apply "when the damage is caused by the driver due to : gross negligence or intent, adding wrong fuel, traffic violations, burned clutch, using the hand brake incorrectly".    We have therefore denied your Refundable Excess claim but, as a gesture of goodwill, we are willing to refund you 1/3 of the damage charge in the amount of €504 Euro.   Please let us know if you find this to be an acceptable resolution. If you have any further questions or concerns, please don't hesitate to contact me directly.   Best Regards,  ****** ***** Vice President of Customer Service Email: ******@autoeurope.com Direct: ************ Mobile: ************ Reservations: ************** UK Reservations: *************  Auto Europe ** ********** Street ********, Maine ***** Tel: ************ Fax: ************ Web: www.autoeurope.com

Consumer Response: 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. They suggest to pay me only 1/3 of excess and I do not agree with this suggestion, because I bought a service that should refund all excess payed. This can not be considered as gross negligence:  - I did not violate any traffic rules: I was careful and driving at low speed(impact was weak event airbags have not deployed), I was in my lane before and after the crash  - Other car drivers broke traffic rules and created this dangerous situation. If anyone was grossly negligent it was they - they knew they were doing wrong, but they still did it. Moreover they left it dangerously with 2 wheels on road itself, not in line with all others(other cars was all four wheels on sidewall further from road).  - I did all procedures as stated in contract: called police, notified supplier, filed all the documents, have not agreed I`m guilty...  - I can not find any statement I am guilty in police report, but it has statement that other drivers where fined for illegal parking  - Car supplier(Firefly) also has exception for gross negligence, but they did not consider this as a gross negligence, moreover they did not event mentioned this can considered as such.   - This was reflexive behavior and most would act the same. Just a simple divers mistake in a situation what you are not prepared for. If having all the situation details they consider this as case there they can not refund excess, then I suggest to ban this service as it is now, because its a simple fraud. It has so many exceptions, it makes this service little to no practical use at all. Its always simple to collect money for a service, but then it should also be provided. This business does not provide service in case its needed. Reading all the exceptions I cant think of a scenario where they pay out excess, having in mind they consider simple driving mistake a gross negligence. Moreover then you buy this service exceptions is not clearly outlined. Maybe you can find them somewhere, but I was not able to find them. Moreover at first they tried to reject my refund request stating I do not have a police report, but its clearly written in their contract that they will request missing documentation from supplier, but again it took them some long(they said they will get it in 2 weeks, but I got no response for 5 weeks) I had to request it directly from Italian police. I think this alone speaks for poor business practice and dishonest behavior then it comes to fulfilling their duties. Would you buy this service if exceptions was clearly outlined? Moreover can you think of a case there it can be refunded? Exclusions: When damage is caused to interior, underside, clutch, gearbox, underside, oil pan or roof of vehicle. When any rental vehicle has been driven off-road, on unpaved roads, in unauthorized countries or areas. When the driver is not named and authorized on the rental agreement. When the driver is under the influence of alcohol or drugs. When any fraudulent, dishonest, or criminal act has been committed by the driver and/or passengers. When the damage is caused by the driver due to: gross negligence or intent, adding wrong fuel, traffic violations, burned clutch, using the hand brake incorrectly. When the vehicle is stolen due to the loss of keys. When parts of the vehicle are stolen as well as personal belongings from the interior. When damages occur while parking or in a parking facility. Also excluded from any refund are towing fees, extra costs for overnight accomodation, public transportation, taxis and adminstrative fees of car rental suppliers  I brought a service to get all excess refunded, not on third, so I still expect it will be all refunded. Please let me know if you need some documents and thank you very much for you help. 

Business Response: This case has been handled and resolved by our European office and a resolution has been offered and accepted by the consumer

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ****** ******* ****** ********-3. A sister Company of Auto Europe Renting a car in Italy, ******** Airport - Elmas Oct 02 to Oct 16 where ******** did not provide me the requested car I paid for in my contract. Over charging on contract ********** where I got charged for a missing roof aerial that was missing before I rented the car in ******** Airport. Only after I showed ****** / ******** photos taken before and after the car rental and showing the tape covering the aerial hole ****** / ******** office paid the money back with an apogee . On Dec 10 two months after the rental return I received another billing on my credit card for 45.00 euro's. After I called they informed me it was a admin fee where they could be a traffic violation from my contract or somebody else using the car but they had no proof yet.

Desired Settlement: I had no Traffic Violation's during my family holiday and I hope I never have to go through this experence again. I want to move on and have the 45 euro's credited back. I also don't need an apogee. A very unhappy customer

Business Response: Please be advised that the traffic administration fee that you are now being billed is different than the damage administration fee that you were originally billed and later refunded.

Many traffic violations in Italy are captured by traffic cameras. The local authorities then contact the rental car supplier (in this case ********* to obtain information on the person driving the car at the time of the violation.

When ******** is contacted and is required to provide the driver's information to the authorities, ******** charges an administration fee for this service. 

As we truly appreciate your business and would like to help compensate you for any inconvenience, I have issued a refund to your credit card (**** ****** ** ***** for the traffic administration fee in the amount of $63 USD. Please simply note that the details of the actual violation and possible fine are likely in the mail and you should receive that information soon.

If you have any further questions or concerns, please let me know.

Best Regards,
 

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Caution: Auto Europe reserves the right to correct any errors in rates, duration or additional fees quoted or invoiced. Please refer to Terms and Conditions for full details. This message may contain privileged and confidential information intended only for the use of the addressee named above. If you are not the intended recipient of this message, you are hereby notified that any use, dissemination, distribution or reproduction of this message is prohibited. If you have received this message in error, please notify Auto Europe immediately and delete the email.

Consumer Response:



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. 

 

 

 

Business Response: The car rental supplier gets minimal information from the authorities with which to track down which customer was in possession of the rental car at the time of the violation.  As this information is protected by the Privacy Act, the local authorities will advise the car rental supplier of the date, time and location of the violation. It is with that information that the car company tracks down who had possession of the rental car and forwards that customer's contact information, as requested, to the authorities.  For every time the car rental company is contacted to supply this information to the authorities, they bill the customer an "administration fee".  

The administration fee is explained and advised to the customer on both the Auto Europe voucher, as well as the Signed Rental Agreement that they sign at the time of check out with the supplier.

The local authorities have up to 1 year from the date of the violation in which to send out the actual ticket to the customer.  When Mr. Trenholm receives the actual ticket from the authorities, it will have more details in regards to the actual violation committed.  In the meantime, I have requested that the supplier provide me with what information the authorities DID provide them (date/time/location), and will forward that to Mr. Trenholm as soon as I receive it.

Consumer Response:

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. 

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi my name is ***** ** ******** i tried to rent a car on november 26 through this company i gave them my **** ** ******* card to rent the car the salesman had told me that the card did not go through so he asked for another card and i had told him to forget it i would go somewhere else to rent a car since i knew i had money in that account and he told me it didn't go through so i left and went somewhere else weeks later come to find out they had charged $281.38 and a fee of $8.44 to the same card that they told me that didn't process at there place so i called them on the phone and asked for an explanation and they were very rude to me i asked if they charged my credit card why the didn't send me a confirmation number they then told me its not our fault that you didn't call to cancel i said to them that you guys told me that the card didn't go through so how was i supposed to know that i had to call to cancel if they gave me the impression that the card wasn't charged cause it didn't go through so they are trying to scam me and other people i asked them to refund my money and they told me very rudely that we can give u $80.00 and thats it if you don't like it then thats your problem that was very rude and unprofessional on there end so please i would like for you to investigate this situation if you could thank you.

Desired Settlement: I would like the outcome to be not to ask for more money just the money that they charged my account . I just want all my money refunded back to me thank u .

Business Response: Dear *** ** *********

I called and left you a voicemail at the number provided.

I can not find any booking under your name or email.

Please contact me by phone or email and I will personally look into your complaint.

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked and prepaid for a car rental in Milan Italy through AutoEurope.com. Their vendor was *****. When I arrived in Milan there wasn't a car available for me. I eventually found another company that had a car for me. I paid for that rental as well so that I could be on my way. Our first night and the start to our vacation was ruined. Due to the circumstances ***** agreed to pay for that rental. Upon returning home it took months for AutoEurope to refund me for the car I never received. I was also promised by them that they would get the refund from ***** that I was promised. I provided them with documentation for all of this. They never did. They refunded me the difference in price that I had to pay for the new rental and told me that they would work with the rep from ***** for the rest. After many phone calls and emails they decided that they were not going to get the refund that I was promised. I've made every effort to avoid having to take this to the BBB but they have given me no choice.

Desired Settlement: I would like the refund of 550 Euro (the US dollar equivalent) to be credited to my credit card.

Business Response: Dear Mr. *********,
 
Per our conversation, Auto Europe will provide you with 7 free days towards a future rental of a category similar to the category booked under US#******* (Economy, 4-door, Automatic Transmission with A/C -- Fiat Punto or similar).
 
This offer is valid whenever/wherever you may be traveling and you can have these days applied to your future rental simply by referencing your past voucher, US#*******.

Best Regards,
****** *****
Vice President of Customer Service
Email: ******@autoeurope.com
Direct: ************
Mobile:************
Reservations: **************
UK Reservations: *************
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Auto Europe
** ********** Street
********, Maine *****
Tel: ************ Fax: ************
Web: www.autoeurope.com
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Caution: Auto Europe reserves the right to correct any errors in rates, duration or additional fees quoted or invoiced. Please refer to Terms and Conditions for full details. This message may contain privileged and confidential information intended only for the use of the addressee named above. If you are not the intended recipient of this message, you are hereby notified that any use, dissemination, distribution or reproduction of this message is prohibited. If you have received this message in error, please notify Auto Europe immediately and delete the email.

Consumer Response: 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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint relates to voucher # *******. I recently hired a car for a trip to the UK. Based on the information provided on the website, I booked a certain class of car. The website stated that the car would carry 4 passengers, 2 large suitcases and 2 small bags. I paid US$280.92. On arrival in the UK, the car rental company gave us the car we had booked, and there was absolutely no way we were going to fit our luggage in it. We had one large suitcase and one small suitcase. Much less than the supposed guideline. The local car rental company had no larger car to rent to us, without going into the luxury class with automatic transmittion, which cost us an additional $588 over and above what we had already paid for the booking. My argument with Auto Europe is that if their website was accurate, I would not have booked that car, I would have booked something larger. As a result, I would have paid more - but I would not have paid almost $600 more. I have emailed back and forth with Auto Europe but they are admitting no fault. They are unwilling to speak to me on the phone or refund any part of the additional cost. I have asked multiple times to speak with someone more senior and have never had an answer.

Desired Settlement: I am looking for Auto Europe to share the cost of the additional monies we paid. I am asking for $300 to defray my additional cost that I would not have had to pay if their website accurately reflected the luggage capacity of the vehicles they are renting out.

Business Response: The ******* party booked a Compact 4 door manual with air conditioning on our website for their 10 day rental.   The example car was the ******* *** **.  This compact station wagon has five seatbelts and has a trunk capacity of approximately  325 liters. The trunk can typically handle the equivalent of 2 large suitcases and 2 small suitcases.   It would appear that Europcar offered them a compact manual station wagon, but the renters concluded the compact would not suit their needs,  They upgraded, with the rental car supplier, to a luxury 4 door automatic sedan with air conditioning, a ******** **** * ***, at an agreed additional fee of £250.00GBP + vat.   Had Auto Europe been contacted on our toll free number, we would have been able to assist or even rebook them for a larger vehicle, even if we had to change rental car suppliers.   As the client was offered a vehicle in the category we had confirmed, we do not agree to refund the upgrade fee.    However, as we would like to compensate our client for the misunderstanding and inconveniences experienced locally, we have refunded $50.00 as a goodwill gesture.

Consumer Response: 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.

I believe the business should offer more than $50.  They maintain that the car should fit 2 large cases and 2 small cases and it did not.  It did not fit one large and one small case.  Had their information been accurate I would have reserved and paid for a larger car.  I would not have needed to spent all the additional money I spent.  I believe they should cover a higher % of the overage fees.  I would accept $150.    

Business Response: The compact manual station wagon which was reserved will typically hold 2 large cases and 2 small cases.  Of course, size is subjective, and we do regret that this did not accommodate our clients needs. Luggage comes in many shapes and sizes and textures, and perceptions can vary as to what one may consider large or small. Had Auto Europe been contacted during the rental, we would have been glad to assist, at the time, to mediate between the renter and the rental car supplier. The renter opted to upgrade with the rental car supplier, at an additional cost for a Luxury automatic vehicle.  These vehicles are significantly more costly as automatics are not as prevalent in Europe and the United Kingdom, and therefore are much in demand.  Especially the luxury or premium models. In order to bring this matter to a conclusion, Auto Europe has refunded an additional $50.00 as goodwill to the credit card on record.  Please allow 1-3 business days for this to post.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a compact manual wagon with a/c from EuropCar through AutoEurope. The amount was paid in full ($1312.40) Feb. 2013. We arrived in Lisbon on June 28, 2013 - 2 adults 3 children, two car seats and 5 pieces of luggage later we toke the short walk to the service counter of EuropCar. After patiently waiting in line with a * year old and 2 toddlers we were told the wagon we rented was not available and were instead given a downgrade to a ******* ****. The car rental rep suggested we come back to exchange the vehicle, they would "hopefully" have some available in a weeks' time. I looked at the car and could not believe they were actually going to give us a car that was this awful. The car was all dinged up, scratched up missing hubcap covers and no antenna for radio service, The interior was extremely worn. I had no choice in the matter, the rep never offered me an upgrade even though they saw we had 3 kids with car seats. It was a complete challenge to get car seats, luggage and people into the car. We left a stroller behind because we could not fit everything. The following week we drove back to Lisbon (a 45min drive each way) to exchange the car and pick up the stroller left behind. Were told they had no other cars available, repeated this 2 more times with the same answer. The entire 38 days of the trip my children couldn't even listen to the radio because no stations would tune in. Finally decided to call AutoEurope to see if they could locate an exchange since I had been unsuccessful. The representatives at AutoEurope were very nice and apologized. After a couple of calls and one call back from Auto Europe we could not exchange the vehicle. With only a few days left on the rental I decided to just keep it and was informed by the representative at AutoEurope to call for an adjustment on the car and compensation for the time/money on calls and inconveniences I had experienced. I called AutoEurope this morning and after a 30 min. conversation I was more frustrated and annoyed then I had been my entire time. With no resolution I don't know where to turn to. The bottom line here is that I rented and paid for in full with AutoEurope, there should be no question as to how to adjust my rental fees. I should not have to wait for EuropeCar to respond back to AutoEurope regarding this matter. AutoEurope should be able to accommodate and address all my issues without any further inconvenience , they are who I paid. I have been a loyal customer with no complaints for several years, I have referred friends and family who have successfully rented vehicles from you. This experience has put a sour taste in my mouth. I am hopeful and look further to a resolution.

Desired Settlement: I would like a refund back to my credit card for the difference between the vehicle I rented and the vehicle which was given to me. Compensation for the time, gas, the international phone calls and total inconvenience of the entire 38 days of our trip.

Business Response: We do genuinely regret that Mr. ********, who we can confirm is a very loyal, repeat customer, did not receive from Europcar, the reserved, confirmed compact station wagon. We also deeply saddened that Auto Europe was not contacted, by our client, or by Europcar for the first 25 days of the rental.  We never want an Auto Europe client to feel as if they have to dealwith a rental car supplier, on their own.  This is why we provide a telephone number to call toll free from any land line in Europe.  We were glad to see that, in the end, we were contacted and able to communicate with the ******** party.  Unfortunately, the options available would have taken up more of their vacation time. We have refunded down to the category received, in the amount of $410.40USD, and an additional $90.00USD for the inconvenience and any out of pocket expenses.  These will post to the credit card used to pay Auto Europe within the next 1-2 days. It is our sincere hope that these actions meet with our valued clients approval

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have rented a Full Size car (example advertised - *** * ******) from AutoEurope from July 13th to July 21st, picking up at LHR. Cost of rental is paid and was 373.54 USD I called the vendor who would supply the car at LHR. They mentioed that I would receive a ** ******. On the AutoEurope web site a ** ****** is a Mid Size Car and costs 233.40 USD from *****.

Desired Settlement: I would like AutoEurope to guarantee (in writing/email) that if the vendor (****) gives me a ****** (Mid Size car) then they will refund the difference of 140.14 USD.

Business Response: Dear Mr. ******,   We tried to contact you by phone at ************ but were unable to get through. As with all of our rentals, if the supplier (in this case, ****) provides you a lower category than the one we have booked and confirmed, we will of refund you the difference between the prices of what the supplier charges for each category. In this case, the difference between ****' full-size category and midsize category is $50 USD. However, another option we have is to book you with ******** Car for a midsize, ** ****** or similar at a price of $210 USD with a Road Tax of appx. £1.65 GBP/day paid locally. This rate would also include a free additional driver 25yrs or older. Please let us know what you think at your convenience. We would also be happy to discuss other options at your convenience if you'd like to call in at 1-800-223-5555 or provide a number that you can be reached at. Thank you for giving us the opportunity to address your concerns.   Best regards, ****** ***** Operations Manager Auto Europe

Consumer Response: 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.

It is not acceptable to mention that Auto_Europe have tried to call but cannot get through.  My phone is working fine.  I am not willing to call Auto-Europe because  when I called to inquire about this issue the representative was rude and hung up.  She mentioed that I am guarnteed a full size whreras **** have confirned that I will get a mid size.  The refund amount is what I stated previously (140.14 USD).   The  cost of a mid size on the day from ***** was 233.40 USD and full size was 373.54 USD   Auto Europe web site is not vendor specifc rather it gives a choice of vendor.   The cheapest mid size was ***** therefore Auto_Europe should not refund based on vendor.  The refund should be based on the offerings on the day I rented.    **** again has confirmed that I will gegt a ** ****** not a *** * ******. 

Business Response: Dear Mr. ******,   Thank you for taking the time to speak with me over the phone and, again, I apologize that we were previously unable to get through due to technical issues. As discussed, I have contacted **** and will see what make/model they are able to confirm for your reservation. If they are not able to confirm a *** * ****** or similar, we will book you through ******** Car for a ** ****** or similar at a price of $185 USD plus the Road Tax of appx. £1.62 GBP/day paid locally bringing the total price to appx. $200 USD. We will be in contact with you tomorrow to provide you with an update. In the meantime, please don't hesitate to contact me directly if I can be of any assistance.   Best regards, ****** ***** Operations Manager Auto Europe 207-842-2170 ******@autoeurope.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My voucher No. is *********. The reason I want to complaint is because Auto Europe didn't inform me properly about the price that I was going to be charged, thus I refuse to pay the extra DOW fee. It 's the same reason with *********, which I have already get a full refund by the complaint I made in BBB #*******. I have suffered the trouble once. But I never expected that there is another deal with same issue again. Today, when I went through my credit card bills, I found a charge of $82.54 on 04/20/2013 by BUDGET RENT-A-CAR. When I made the reservation, I get a voucher *********-1, which tells me the total fee is GBP 84.80, which I paid on-line on 03/25/2013 . But when I return the car, I was charged extra $82.54 without any form of noting. And I didn't realize this fee, until today 06/25/2013. By the experience of #*******, I checked out my email box carefully, found a mail on 04/15/2013 and followed a small link. Following the link I can download a new version of voucher *********-3, which stated "Comments:::: DOW $50 paid locally" I'm outraged about the way Auto Europe doing business. They conceals the real price when customer is comparing all bids avaiable in the market. And secretly sent you a email just a few days before you pick up the car. And in the email, only a not eye-catching small text contains the hyperlink that will lead you to the new version of voucher, which carelessly states the extra-fee you can't void. I don't know how many customers who have same experience as me stay quiet after complainting to Auto Europe and getting no result. I don't know whether Auto Europe do things in this way deliberately or unconsciously. I wish this will be changed.

Desired Settlement: Refund $82.54 Do something about this kind of issue.

Business Response: Dear Mr. ****,
Thank you for bringing your billing concerns to our attention. On behalf of Auto Europe, I would like to apologize for any misunderstanding in regards to the local billing. We certainly do try to be as transparent as possible in regards to any fees that may need to be paid locally.

Per your request, we have refunded the cost of your Auto Europe voucher in the amount of £84.80GBP as compensation for the misunderstanding. Please allow approximately 3 to 5 business days for this credit to appear in the account provided at time of booking. We hope that this resolves the issue at hand. Of course, if you have any further questions, please do not hesitate to contact our office.

Best regards,
**** ****
Customer Service Supervisor
Auto Europe LLC.

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My voucher No. is *********. The reason I want to complaint is because Auto Europe didn't inform me properly about the price that I was going to be charged, thus I refuse to pay the extra DOW fee. It 's the same reason with *********, which I have already get a full refund by the complaint I made in BBB #*******. I have suffered the trouble once. But I never expected that there is another deal with same issue again. Today, when I went through my credit card bills, I found a charge of $82.54 on 04/20/2013 by BUDGET RENT-A-CAR. When I made the reservation, I get a voucher *********-1, which tells me the total fee is GBP 84.80, which I paid on-line on 03/25/2013 . But when I return the car, I was charged extra $82.54 without any form of noting. And I didn't realize this fee, until today 06/25/2013. By the experience of #*******, I checked out my email box carefully, found a mail on 04/15/2013 and followed a small link. Following the link I can download a new version of voucher *********-3, which stated "Comments:::: DOW $50 paid locally" I'm outraged about the way Auto Europe doing business. They conceals the real price when customer is comparing all bids avaiable in the market. And secretly sent you a email just a few days before you pick up the car. And in the email, only a not eye-catching small text contains the hyperlink that will lead you to the new version of voucher, which carelessly states the extra-fee you can't void. I don't know how many customers who have same experience as me stay quiet after complainting to Auto Europe and getting no result. I don't know whether Auto Europe do things in this way deliberately or unconsciously. I wish this will be changed.

Desired Settlement: Refund the $82.54

Business Response: Dear Mr. ****,
Thank you for bringing your billing concerns to our attention. On behalf of Auto Europe, I would like to apologize for any misunderstanding in regards to the local billing. We certainly do try to be as transparent as possible in regards to any fees that may need to be paid locally.

Per your request, we have refunded the cost of your Auto Europe voucher in the amount of £84.80GBP as compensation for the misunderstanding. Please allow approximately 3 to 5 business days for this credit to appear in the account provided at time of booking. We hope that this resolves the issue at hand. Of course, if you have any further questions, please do not hesitate to contact our office.

Best regards,
**** ****
Customer Service Supervisor
Auto Europe LLC.

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sir or Madam
I am a consumer from China, I am use service by one called "Auto Europe" internet company in Maine . I booked car rental service on their website, but their agents do not provide services to me, and they told me not refund any fees.Auto Europe voucher number is US*******. My First Name is ********,Last Name is ****.My e-mail address is *********@gmail.com. THANKS A LOT BEST REGARDS **** 04 JUN 2013

Desired Settlement: Refund my money.

Business Response: Thank you for bringing the non use of the ******** ******* reservation to our attention.  Please be advised that we have now verified the non use of this reservation with ******** and canceled the reservation in full.  The full prepayment of $406.76 will post to the credit card used to make the booking within the next 1-2 business days.

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'm here to complain an unacceptable dropping fee. I booked one ******** car from Auto-Europe, The voucher number is *********. The price is GBP 68.5. But when I return it to ******** at New York, I was charged extra $ 295.14 for DROP CHARGE. They insist that have informed me the huge drop fee by voucher and email. But I checked my original voucher and email box. There is no a single word about the drop fee. The following content is the email I write to them: "I called Auto-Europe to try to get refund of my $ 295.14 drop fee. And your representative rejected my request based on the "fact" that you've already informed me about the huge drop fee. But the fact is not like that at all. Firstly, He said the drop fee is mentioned in the voucher, which has only one version. I thought I missed it during readng. So I checked it again, and email it to him and I also attached it in this mail. But it turns out there is not a single word about the drop fee! Then, the representative said, "Yes, it is not in the voucher. But in the voucher it says we will contact you, if anything new happened. And we sent you a email which informed you about the $ 295.14 drop fee." And I said: "Oh, my God, I didn't remember check my email box " So he said: " Then it's your fault, not mine. So you have to pay the drop fee which we have already inform you by a email, no matter you read it or not. Because we did sent you a email." When I was laughing at how ridiculous this logic is, I checked my email box and found the only email that Auto-Europe sent me regarding *********. Now I forward this mail to you below. There is still not a single word regarding $ 295.14 drop fee. I am wondering: 1. How comes your informaiton be so different with mine, twice!? 2. In your voucher you clearly said you have listed "Your rental includes:" and "Excludes". There is no possible drop fee in your Excludes LIst. How can you define I should know about the $ 295.14 drop fee? 3. Even if you sent a email, that doesn't mean that you fulfilled your obligation to inform me. What if I missed the important email? What if your email was thrown into junk mail box automatically. You should at least call me in person. Email is not equal to informing! 4. Do you think I am a moron? GBP 68.5 rental fee, plus $ 295.14 drop fee? You don't even have to inform me about it to cancel it. Your slogan on your website is "Best Worldwide Car Hire Deals. Largest choice with unbeatable rates." From which aspect can you call ********* Best Worldwide Car Hire Deals? Can you find anyone on this planet thinks GBP 68.5 rental car plus $ 295.14 drop fee is the unbeatabel rates? Even *** from ******** would give me $50 refund without hesitation. So, Auto-Europe, be a responsible company. I won't stop arguing until get my $ 295.14 back." And this is the reply from Auto-Europe: "Thank you for your recent e-mail. We sincerely regret that you are dissatisfied with the resolution of this case, but must maintain as all of the mandatory local fees were disclosed to you prior to renting. The confirmed prepaid voucher was sent to you on 25-March bearing the advice of ********'s mandatory One-Way Fee and at any time between then and 14-April when the vehicle was due to be collected, if you disagreed with ********'s fees, we would have cancelled your voucher, issuing a full refund of your prepayment. In view of the above, we sincerely regret to disappoint you, but must maintain our position in this matter." I Checked my email box. There is a email sent from Auto-Europe on 25-March, but no word on the drop fee. And from my point of view, even if they sent me a mail, this doesn't mean that they fulfilled their obligation of informing. Because the result is I didn't know about this drop fee when I rental car. There is a great possibility that this email is thrown into junk box or I missed reading it. And just think about it. This price is not good at all, while I have many other cheaper options. Why would I choose this much expensive deal?

Desired Settlement: A complete refund of $ 295.14

Business Response: Mr. **** made his booking, on March 24th,  online, for a two day rental from Boston to New York City for 14 - 16th April.   We disclose, on our website, prior to your selecting the rental car and Company, "Important One Way Information - Certain restrictions may apply when picking up and dropping off at different locations, including additional fees.  If the one way is permitted we will contact you to advise of any restrictions and/or applicable fees.  A voucher will also be send for your review."   Mr. **** selected a compact car with National.  This was verified, and confirmed on the 25th March, and an email was sent to Mr. **** with a copy of his confirmed voucher with confirmation of a one way fee of $250.00USD plus tax, due to be paid locally.  Please see a copy of the email below:   From: creditcard@auto-europe.co.uk CC List: Subject: {2013/03/24-********} UK Internet Request - *******  Dear Sir, Your reservation has been confirmed with payment. I have sent you a copy of your voucher (UK *******) via e-mail. If you do not receive it, you may view it online at https://www.auto-europe.co.uk/reslookup.cfm. Please Note: This supplier will charge a One Way Fee of $250.00 USD + tax upon vehicle pick up. We look forward to hearing from you! Best regards, *** Internet Reservations Auto Europe.  While we regret Mr. ****'s disappointment, we cannot agree to refund a valid charge, made by ******** **.

Consumer Response: 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. 

I checked my mail box again and again. And I never find a email that you quoted. The reason I proceed this rental is all based on the voucher, that I attached with this mail. I wasn't informed by any email before I picked up the car. I wasn't noted about the drop fee when I picked up the car from any ******** representitve at Boston 14-Apr-13. And I even wasn't given a word when the extra $ 295.14 was charged at New York 16-Apr-13. It was when I checked my credit card bill that I finally realised this extra charge.Auto-Europe alway insisted that they have fulfilled their obligation of informing, and I proceed this deal, knowing the drop fee. But the fact is that I didn't know about it untill I checked my credit card bill.The first key point here is Auto-Europe have different versions of voucher. ***********, which I downloaded, did not mentioned the drop fee. ***********, which Auto-Europe provided to me by a hyperlink in a email, did mentioned the drop fee.The second attachment is the mail I copied from my gmail. This is the only email I received from Auto-Europe about *********. There is not a single word about the drop fee neither. Only one sentence about their voucher. "If you do not have your travel voucher, you may download a copy here"But I already have a voucher which is ***********, and it didn't mentioned there is a new voucher which included very important information. Why would I download it?The second key point is that emailing is not equal to informing. When the drop fee is added, the price is much much higher than other ordinary deals avaible in the market. It is almost certion that a customer will cancel it. But instead of making a phone call, Auto-Europe simply sent a email which hided the most important information in a hyper link. We all know that  email may not be picked up by many facts. It could be thrown into junk box automatically. Or I just miss reading it.Based on the fact that I didn't know about this drop fee when I rent the car from Auto-Europe, I want a complete refund of the drop fee.

Business Response: We have checked our systems and confirm, as is standard procedure, Mr. **** was informed, on our website, that he would be receiving a copy of his voucher when the vehicle was confirmed and any applicable additional fees (such as a one way fee) would be disclosed at this time. Furthermore, if he had any difficulties receiving his voucher he could go to our website and download it.   We have verified the rental was confirmed, the one way fee verified, and a copy of the voucher, with the applicable fee, attached to an email informing him of this fee, was sent to his address.   It would appear, Mr. **** may have gone to our website, in the few hours prior to this email being sent out, and downloaded a copy before the notification was emailed.      We have verified this email and copy of voucher was sent out.  Mr **** maintains he never received this.   To bring this case to a close, and as a matter of pure goodwill from Auto Europe, we are refunding the $295.14USD to the credit card Mr. **** used to pay Auto Europe.   As Mr. **** chose to make his booking in our UK system, and pay in GBP, although he listed his residence in the US, we will be refunding the $295.14 as £191.00GBP.  This should post in 1-3 business days.   We trust this brings this to a satisfying conclusion for Mr. ****.

Consumer Response: 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.

Thank you.  For me, I'll surely double check for any updates before renting next time. And for Auto-Europe, I suggest they employ more reliable informing method when dealing with similar issue.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AutoEurope sold us car rental service with EuropCar, an irresponsible and dishonest company, which will not honor their promise to pay our claim, or even respond to our final inquiry. At time of purchase, I was told I was purchasing "Walk-away Coverage". When we took delivery of the car, in Paris, we were told it wasn't "Walk-away Coverage". EuropCar said if we had a problem, we would have to pay for it ourselves, and file a claim. In the U.S., Canada, and Latin America, diesel is always pumped from green pumps. Our diesel rental car had a large and conspicuous green ring around the gas cap. When we pumped gas, neither pump was marked "Diesel", but the yellow pump had large conspicuous lettering reading "Gazole". Naturally, we chose the green pump. The problem is that in France, diesel is pumped from yellow pumps, and gas from green pumps. I would like to emphasize that we knew the car was diesel. This is not an issue. The issue is that the ring on the gas cap was green, and EuropCar did not warn us that in France diesel is pumped from yellow pumps. We speak no French other than common greetings and a few tourist phrases. This was our first trip to France in over twenty years, and that was only for a day. This problem could have been easily avoided if we were simply advised to disregard the green ring on the gas cap, and pump from yellow, not green pumps. When the car wouldn't start, we called the phone number provided with our EuropCar contract. They sent a tow truck from the nearby dealership. After waiting on hold for almost an hour the dealership finally received authorization from EuropCar to drain the tank, and replace the filter. Both the dealership and EuropCar were sympathetic to the color confusion, and said the gas cap ring should have been yellow, not green. EuropCar said to file a claim and we would be reimbursed. The total charge from the dealership was a modest 187 euros. Fuel loss was 41 euros. Upon returning the car, EuropCar again apologized for the confusion, and said we would be reimbursed. Upon our return home, Oct. 29, 2012, I filed a claim with AutoEurope and included receipts for the repair and fuel replacement. Ten weeks later, after receiving no response, I phoned AutoEurope. I was told that I hadn't submitted receipts. When I protested, they found the receipts. Later, that same day, AutoEurope sent me an email stating that EuropCar was denying our claim. EuropCar has performed in a dishonest and irresponsible manner. They closed their US offices. National Car Rental recently terminated relations with EuropCar France due to "service complaints". They lost the first receipts which I sent. They denied that we called for service on the phone number provided with the contract. They denied that they authorized the tow truck or repair. They even denied that we purchased CDW insurance. I had to send them a copy of my contract. They were probably hoping that after four months I had misplaced or discarded it. They said that their terms and conditions excluded using the wrong fuel. I mailed them a copy of the terms and conditions, which say nothing about wrong fuel. Once again the probably hoped that we didn't save them. They said the ring around the gas cap was blue. I sent them a photo. It is green. They continue to say that we knew the car was diesel. Yes, we did! That's not an issue. The issue is that the gas cap ring was green, and they didn't tell us to pump from a yellow not green, pump. Furthermore they are not honoring their promise to reimburse us. It should be noted that this may well be a matter of negligence on the part of EuropCar, rather than an issue of CDW coverage. Either way we were promised to be reimbursed. If EuropCar had simply advised us to pump from yellow not green pumps this problem could have been avoided. EuropCar has not responded to my most recent correspondence, Feb. 15th, wherein I sent copies of my contract with term and conditions, and responded to their ludicrous excuses. If AutoEurope, chooses to promote EuropCar's dishonest and irresponsible practices, they should accept responsibility and pay our claim.

Desired Settlement: Reimbursement for towing, repair, and fuel, 221 Euros or $325.00.

Business Response: Auto Europe is a rental car broker.  We arranged Mr, *********'s rental with Europcar, with a rate which included collision insurance and theft protection.  Europcar's collision insurance, like most rental car insurance, does not cover instances of, what the suppliers consider to be, careless or negligent conduct.    In this instance, filling the vehicle with the wrong fuel is considered negligent by Europcar.  When the *********'s checked out their rental car with Europcar in France, the rental agreement, which they signed, indicated the vehicle used Diesel fuel.   The cap on the gas tank indicated the vehicle used Diesel fuel, as did the keychain.  Europcar is not aware of any standardized fuel cap color which indicates the type of fuel which a vehicle requires.    Generally, one would need to add fuel from the handle which indicates "Diesel" for a diesel car.  In France, most gas stations indicate this with the words "Gazole" or "Gasoil". Regular unleaded petrol is "Essence", in French.  Unfortunately, Europcar will not agree to refund any of the costs the ********* party incurred due to the wrong fueling.

Consumer Response:

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.

IT APPEARS THAT AUTOEUROPE HAS NOT READ OUR COMPLAINT.  PLEASE RESPOND TO THE FOLLOWING 18 QUESTIONS.

1.  Why does AutoEurope continue to say that we knew the car was diesel?   Yes, we did.  This was never an issue.  The issue is the green gas cap ring, and yellow pumps.  In the U.S.A, Canada, and Latin America, diesel is always pumped from green pumps.  In France diesel is not only pumped from yellow pumps, but the yellow pumps are labeled "Gazole".
2.   Why does AutoEurope say we were Negligent?  We are naive American Tourist, speaking almost not French.  The only negligence was on the part of EuropCar in not advising us to disregard the green gas cap  ring and pump from yellow pumps.
3.  Why did the Renault dealership apologize for the confusion and state that the gas cap ring should have been yellow?
4.  Why did the EuropCar customer service rep apologize for the green gas cap ring and say we would be reimbursed?
5.  When checking the car back in, why did the EuropCar clerk apologize for the green gas cap ring and say we would be reimbursed?
6.  Did all these people think we were negligent?  Really now!
7.  Why did it take almost an hour for the Renault service department to remain on hold and receive phone authorization for service?
8.  Why did EuropCar say that we didn't receive authorization for service?
9.  Why did EuropCar say that we did not use the phone number provided with our contract to call for roadside assistance?
10. If the wrong fuel is not covered by insurance, why did EuropCar lie and say that we didn't purchase insurance?
11. Why did EuropCar falsely state that their terms and conditions exclude coverage for the wrong fuel?
12. Why was EuripCar's insurance marketed as "Walk-away coverage".
13  Why did EuropCar say the gas cap ring was "blue".
14. Why did AutoEurope take ten weeks to respond to our claim?
15. Why were the copies of our receipts lost?
16  Why hasn't EuropCar responded to my letter of April 15th which included a copy of my contract with terms and conditions?
17. Why hasn't EuropCar responded to the above questions?
18  Why is AutoEurop promoting a company which does not honor their commitments?

Business Response: As per Europcar's Terms & Conditions (page 25 of their rental guide)- Insurance does not cover repairs required as a result of the use of the wrong type of fuel.  As per their terms & conditions, breakdowns caused by the customer or as a result of using the wrong fuel, are excluded from the zero excess insurance package.   Had the customer had Europcar carry out the repairs on the vehicle, they charge a flat fee of €350.00Euro for wrong fuel, but without mechanical or engine damage.  As the customer paid a mechanic directly €187.73Euro, to carry out the service, they have not been charged the €350.000Euro fee by Europcar. We have verified with Europcar and with the Renault manufacturer that the gas cap ring on the vehicle has nothing to do with the type of fuel the gas tank requires.  It is a decoration whose sole purpose is to direct the eye to the place one should place the nozzle to add fuel to a vehicle.    Therefore, Europcar would be unaware of the necessity of informing the customer to ignore the color of the gas cap ring as it has and has never had, as far as anyone is aware, any significance in relation to the type of fuel a vehicle requires.  This is why they note the type of fuel a vehicle requires on the rental agreement, the key chain, and on the tank flap itself.

Consumer Response: 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.

The terms and conditions which were provided with our auto rental contract state nothing regarding insurance exclusions for using the wrong fuel.    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello,
I would like to register a complaint regarding AutoEurope: After pre-paying and carefully researching the website and contents, I went to Milan, Italy on October 16, 2012 to pick up my reserved car. Upon arrival, I was told that I would need to pay a further $800 in order to get the car and pay for insurance. I had read the AutoEurope contract that clearly stated that the price that I pre-paid included insurance. I was stuck. Either I paid ********, the car rental contracted through Auto Europe in Milan, the extra $800 or no car. I had to pay this in cash as they would not honor my Chase Visa card, which functions as both a credit and a debit card. Therefore, with half of my trip spending money taken/more like stolen from me, I was unable to continue with the cruise I was reserved to take. I lost the money for the cruise. I contacted AutoEurope several times starting when I was still in Europe. To say that I got the classic runaround is understatement. I have several email exchanges from this once reputable company that tell one lie after another. This is classic Bait and Switch and a crime. They have refused to do anything about this matter, thus the BBB complaint. It seems that this company had very high ratings, but now there are cropping up many complaints of this nature. I expect the BBB to act in this matter and to ensure that more unwitting customers do not have this happen to them. Respectfully, **** ***** ******

Desired Settlement: Not only do I expect to be compensated for my actual losses, but also receive some sort of good-faith compensation for the gross disappointment of not being able to continue on to the cruise. I felt blindsided and incredulous that something like this could take place after I so carefully researched the AutoEurope website and saw and relied on the BBB rating. This practice has to stop before more innocent customers have this happen to them. It was my first trip in 20 years and it was ruined by their dishonesty.

Business Response: We regret any misunderstanding, but debit cards are not accepted locally with most car rental companies. This restriction is disclosed on both the Auto Europe website and on the voucher that was issued to the customer at time of reservation.
All car rental suppliers, all over the world, require the assurance that, should there be a loss to them, such as a loss in the value of the vehicle due to damage, or theft, that they have a way to recoup this. They are entrusting the renter with their vehicle worth thousands of dollars. Therefore, they commonly block a certain amount on the credit card at check out, and when the vehicle is returned in the same condition as at check out, they release the authorization. A major credit card is a card that is supported by a pre-determined line of credit and not a bank account, or a pre-balance.

In this instance, ******** made an exception and agreed to rent a vehicle to Ms. ****** as long as she purchased the additional insurance which would lower her deductible amount. Ms. ****** accepted this option by ********, and signed the rental agreement where the insurance and price were disclosed.

At the end of the rental period, we believe ******** refunded, the cash deposit, less the cost of the insurances purchased locally.  If that was not the case, we will happily intervene so that the car rental company refunds the balance to the customer.

Consumer Response: 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.

As there was a definite language barrier, I had no idea of what I was presented with in the Italian rental office.  While they did speak English, it was minimal.  The AutoEurope contract clearly stated that insurance was included in the rental price--which I pre-paid--and no where was it made clear that there would be further charges. Regards

Business Response: Again, we apologize if there was any misunderstanding relating to the terms and conditions on our website and voucher.  Auto Europe takes great pride in honoring out commitments to our customers and providing as much information as possible.
 
In this particular case, our voucher states, "While you can use a debit card to pay for your reservation through Auto Europe, cash deposits, Maestro, Switch and debit cards are rarely accepted locally, so please be sure to check with our agents at time of reservation, if you require this facility."  We also disclose,"The local supplier will require a security deposit to be blocked on the primary drivers credit card for the duration of the rental.  Contact Auto Europe for exceptions."
 
It is only because the customer did not present an international credit card, but a debit card attached to a bank account, that the car rental company was unable to release the vehicle without further guarantees as explained in our initial response.

Consumer Response: 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.

Perhaps it can be explained why this company has fraudulently stated in its policy that "insurance is included,"  then goes on to extract twice as much money from me for insurance that I most certainly did not opt for.

Business Response: As noted, the rental rate included Collision Damage Coverage and Theft Protection with a deductible of approximately EUR 400.00.  The insurance you purchased locally with ********, lowered this deductible to zero.  Please note, it is disclosed on our website and vouchers, "Auto Europe does not provide insurance.  Coverage is provided by the rental company, as indicated.  Additional coverage may be available for purchase from the rental company."

Consumer Response:

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.

I was not aware that I was purchasing insurance; My distinct understanding was that the 400 Euros was a refundable deposit to be returned upon the safe return of the rental car.  At no time, did I think that I was purchasing additional insurance, especially and precisely because insurance was included in the price of the rental.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/29/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, I was charged $113.22 for a rental car from ****** International Airport for the date of 24 Nov 2012 however, I never rented this car. I spoke with a member at reservations at ************** on 23 Nov 2012 stating that I would be canceling the reservation do to the anticipated use of public transportation and was told this was not a problem and there would be no charge, but to just double check with the Auto Europe desk upon arrival in ******. I called the Auto Europe member when I arrived to the desk (nobody was at the counter at the time). The person on the phone said it was taken care of as another member arrived to the counter. I spoke to the gentlemen at the counter, who found my name on his list and said it was fine and would be taken care of. I am highly disappointed that after speaking to three separate members and being told all three times I would not be charged...I have in fact been charged for the rental car I did not get. I called and spoke with ****** at ************** on 3 December 2012 and was told to send this email to this email address in order to get this issue resolved. After having multiple emails returned due to the wrong email address, I contacted **** at ************** on 17 December 2012 to get the correct email address and was told regardless I would be charged $75 for a cancellation fee which had never been mentioned in previous conversations. I am flabbergasted by the poor customer service and the run around I feel I received.

Desired Settlement: I would really appreciate to have a refund of the amount of $113.22 in which I was charged.

Business Response: Ms. ****** made a reservation, online, for a 4 day car rental with Europcar in Australia, on 16 November for a pick up in Sydney on 24 November.
 
At the time this reservation was made, online, there was a $75.00 cancellation fee if cancelled within 3 days of pick up and no refund in the event of cancellation after the scheduled date and time of pick up.  This is disclosed both on the Auto Europe website, as well as on the printed voucher.
 
Although we have no record of contact from Ms. ******, to advise she had opted to use public transportation, prior to 03 December, we surmise she spoke with the car rental supplier, in this case Europcar, directly.
 
As a gesture of goodwill, Auto Europe has now refunded the rental cost, in full, in the amount of $113.22 to the credit card on record.  This should post in 1-2 days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted with Autoeurope for a car rental in ***** ****** in June 2012. I paid for the car in advance with Autoeurope. Autoeurope contracted with ******** for this rental. I did add my wife as a driver while in *****. Without my consent, ******** charged for additional insurance to the cost of 152.13 euro. I received no information from Autoeurope on how to deal with their contracted company in Europe. They should provide some warning/caution on dealing with ********. Information on how ******** rips off customers is all over the Internet. This was discovered after the fact. I am beyond getting money back from ********. They will not respond back to Autoeurope, me or my credit card company. Consumer protection with this type of company should start with who you contract with.

Desired Settlement: Provide documentation of how to deal with Companies that Autoeurope contracts with. Basically after you rent from Autoeurope you are on your own. They wash their hands when you have issues with the companies they contract with.

Business Response: Mr. ********* reserved a rental vehicle, online, on 28 February, 2012 through Auto Europe for an 8 day rental in June with ******** ******.
 
He chose a rate which did not include collision or theft protection.  It states on the website, and our vouchers "Rental excludes Collision Damage Waiver and Theft Protection.  Auto Europe recommends you to check with your credit card company that you are adequately covered for this rental."
 
Furthermore, for information purposes, we advise "The actual car rental company listed on your voucher might give you the option to purchase equipment (such as GPS unit, child safety seat, ...). prepaid tank of gas or additional insurances.  Unless they are listed as mandatory on your voucher, these items are optional and you may choose to purchase them or not.  If you are unsure or require further information, you should contact us at time of vehicle pick up on our toll free number, 24 hours a day, on the number listed below (see Terms and Conditions section).  Auto Europe cannot accept liability for items purchased locally."
 
Mr. ********* contacted Auto Europe in the beginning of August to ask that we dispute ******** ******'s insurance charge, as he maintained he had not signed for this.
 
Auto Europe contacted ******** ******, and they forwarded a copy of the signed, and initialed rental agreement, showing the insurance, and prices had been disclosed and accepted by Mr. *********.  As he purchased these locally, and had the coverage for the full 8 days of the rental, ******** ****** informed us they were maintaining their charges.  We informed Mr. ********* of Europcar's answer in the beginning of August.
 
We did go back to ******** ******, upon Mr. *********'s request, to try to see if they would agree to make an exception, and after much back and forth, they still maintained the charges were to remain.
 

Consumer Response:

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 # *******.

Regards,

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

 

 

Business Response: In absence of any additional information provided by our client, we are unable to review our position nor go back to the local car rental company to dispute the charges

Consumer Response:

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 # *******.

The document with initials was not my initials. Autoeurope recognized this and indicated that I should contact my credit card company.  I contacted ******** but they did not respond to me nor did they respond to my credit card company.   My original contract that I paid was through Autoeurope.  The company they deal with charged me extra and sent them some phony documents. If Autoeurope will send me a copy of their correspondence with ********, I will close this case.   I will then use that information to pursue my case with ********.


Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/9/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 1.) I booked a rental car on internet at Auto Europe on July 27, 2012. Voucher had been received, voucher No : *******. 2.) Auto Europe Voucher clearly said a.) pick up place which was ****** Car at Philadelphia Airport, b.) drop off place which was Orlando Int. Airport, c.) rental fee of USD 507,75 and d.) one-way fee of USD 300. 3.) Rental car had been correctly picked up at ****** at Philadelphia Airport, although ****** WAS NOT AWARE previously of the reservation. Upon showing the voucher of point 2.), car was taken. 4.) Rental agreement is done between myself, ****** ***** and ******. 5.) Car was dropped off at Orlando Int. Airport on August 9 6.) The next day I found suprisingly that my bank account was debited by A.) ****** Car of USD 1030.84, AND B.) Auto Europe of USD 507,- 7.) I have questioned by emails USD 507 at reservations@autoeurope.com and customerservices@autoeurope.com with the results of A.) no clear explanation and outcome why to charge my bank account, what kind of fee it is B.) they are sending me to ****** Car if any complaints with the detailed fee explanation. 8.) Again: A.) ****** Car fee is correct, USD 1030 for a trip as it was is reasonable B.) AutoEUrope fee is NOT correct and NO EXPLANATION received why really they were charging me with an extra USD 507 9.)
After reading the voucher several times, I have not found the answer. Auto EUrope NEVER warned me on the voucher about their huge fee like that. 10.) Even it is a brokerage fee and it is legally in line (is it?), having USD 507 for a brokerage fee I do not feel reasonable.

Desired Settlement: Refund of USD 507

Business Response: Mr. ***** made a reservation through Auto Europe for a 10 day rental of a compact automatic vehicle with a pick up at Philadelphia, PA International Airport and a return to Orlando, FL International Airport for $507.75 with the rental company, ******.
 
This was a basic rate, not including collision or theft insurance.  Locally, as per our website and vouchers, Mr. ***** would expect to pay for the one way fee, concession recovery fee, energy recovery fee, vehicle licensing fee, state surcharge and state tax. as well as any optional extras chosen locally.  Mr. ***** opted for collision & theft insurance at an additional $26.99 plus taxes, per day as well as Roadside Safety Net (RSN) at an additional $59.90 plus taxes and an upgrade at $10.00 plus taxes, per day.
 
******'s billing is as follows for the mandatory items paid locally (incl applicable taxes):

$374.40 One Way Fee
$    9.60 Energy Recovery Fee
$  18.28 Vehicle Licensing Fee
$  20.00 State Surcharge
$  42.31 Concession Recovery Fee
$  29.87 State Tax

$494.46 Total

******'s billing for the items which Mr. ***** accepted locally is as follows (incl applicable taxes):
 
$  74.75 Roadside Safety Net
$ 124.80 Upgrade
$ 336.83 Collision & Theft Insurance

$536.38 Total
 
Therefore, Auto Europe charged, for the rental itself, the agreed rate of $507.75 for the 10 day rental of a compact automatic.   ****** charged a total of $1,030.84 for local fees and additional services purchased by the client at the car rental location.   ******'s  signed rental agreement and final invoice reference Auto Europe by name, The Auto Europe voucher number, and also cross-reference the reservation number on the voucher.
 
We regret any misunderstanding, but, ****** has maintained their additional charges with the signed rental agreement, and confirmed Auto Europe has been billed for the rental itself.

Consumer Response: Thank you BBB very much for forwarding the Business' reply to me.   

After carefully reading the response from Auto Europe, and checking the final invoice from ****** too, I understand and accept Auto Europe's answer.   Your mediation was crucial to speed up the communication with the Business, and to get the very detailed breakdown which now makes clear that I have paid the rental only to Auto Europe, and all the rest was just additional cost for ******, exluding the rental fee. 

Your kind support is highly appreciated.   Business reply is accepted.  I do not want to continue the claim, shall you please close my issue. 

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/31/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time I've had problems with Auto Europe. The first time was when I travelled to Bologna Italy back in June. When I arrived the rental agency was already closed. I was actually on-time. I arrived 10 minutes prior to their office closing time, but the agents somehow decided to leave early even though they knew about my reservation and they knew that there was a flight arriving shortly before they close. Long story short, Auto Europe refunded the money I paid for taxi, but they didn't refund my money for the day that I didn't drive the car. The second issue was during a recent trip to Mallorca Spain (24 Aug 2012). I booked a rental car through this company and when I arrived to pickup the car in Mallorca, Spain, the agent at Europcar told me that there is a required fee of 280 Euros for insurance and 75 Euros for airport tax. Both of which was not mentioned in the rental agreement. I told them that I don't need their insurance because I'm already covered by my own insurance. I was then told that if I don't take their insurance, I would have to sign a contract saying I am responsible for the car and that they will put a 1,200 Euros hold on my credit card plus the 280 Euros for insurance, plus the 75 Euros airport fee. I found this very unusual. This is 12 times the amount of my rental fee. I have travelled in Europe many times and the most that a car rental company put on hold in my credit card is only twice the amount of the rental price. In desperation I signed the contract and handed them my credit card. After they swiped my card I was told that it was declined. I gave them another card and it was also declined. The agent was so beligerent she didn't even bother to explain what was going on and she kicked me out of the line to help other customers. When I called my credit card I was told that the amount being charged to my account was so high, it was treated as "fraud" and they refused to honor it. I explained the situation to Auto Europe but they still charged me with the cancellation fee. I told them that I did not cancel anything and that the Europcar agent in Mallorca made it impossible for me to pickup the car. The unnecessary charges alone which was not mentioned in the agreement should have been enough to get a full refund. Contract says coverage is optional, but they did not mention the extra details involved when you opt out of their insurance. Contract also says airport surcharge is 50 Euros, but it is actually 75 Euros.

Desired Settlement: A full refund of my payment. Credit the entire amount back to my credit card.

Business Response: We can only find one booking through Auto Europe for Mr. ******.  Perhaps he booked through an alternate tour operator. 

We regret any misunderstanding regarding local fees and any offensive behavior by Europcar's desk agents.  All car rental suppliers, all over the world, require the assurance that, should there be a loss to them, such as a loss in the value of the vehicle due to damage, or theft, that they have a way to recoup this.   They are entrusting the renter with their vehicle worth thousands of dollars.  This assurance is provided to them in one of two ways.

1.) Through the purchase of collision and theft insurance which, essentially, ensures that the driver is waiving their responsibility in the event of damage or theft up to a certain deductible amount.
2.) Through the signing of a form which in which the primary driver acknowledges that should there be new damage, or the vehicle is stolen, or even a complete loss of the vehicle, they agree to pay up to the full value of the vehicle.

Option two is often opted for when the renter has alternate third party coverage.  This could be coverage through the credit card company, or some private insurance or benefactor.  Whichever way the renter is covered, in such cases, they have signed a legal form that ensures that they will pay for any loss to the suppliers valuable commodity, the rental vehicle.
 
Originally, Auto Europe refunded him, less a cancellation penalty the amount of $6.56USD.  As Mr. ****** has charged back, through a credit card dispute, the entire amount which Auto Europe charged him for his 3 day rental - $81.56, we will accept the chargeback through the credit card company, the remaining charge of $75.00.

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

12/14/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our rental car broke down on 7/31/2011 while driving in France. Auto Europe found us a replacement car in Lyon (about 230 miles away from where we broke down). Auto Europe told us to take a taxi and that we would get reimbursed by sending the taxi receipt to customer service after returning to the United States. The cost of the taxi was 725 euros or US$1030 using the EUR-USD exchange rate (1.42) on Aug 1st, 2011.

Desired Settlement: I would like to get a refund for US$1030 corresponding to the taxi expense. Auto Europe promised to reimburse the taxi expense and I want Auto Europe to fulfill their promise.

Business Response: Dear Mr. ****** * ****** ******

 



Thank you for bringing your concerns to our attention.



We have contacted Europcar and they have advised us that they offered you a replacement vehicle in



Limoge, FR. 



Per their records, you declined to collect a new rental at this location which was much closer than the Lyon, FR airport.



Due to the inconveniences you had to endure, they have extended their apologies and have



already issued a good will refund of €227.09.  As well, Europcar has only charged you €160.00 instead of €321.33 that was due to them for local additional fees. Therefore, you have received a total refund of €387.09 / approximately $520.43 USD.



 



It is with our sincere hope that this resolution meets with your approval.



 



Kind Regards,



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



Auto Europe



Customer Service Manager































































regards,



 



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







Customer Service



Supervisor







-------------------------------------------------------------------------------------------------------------------------------------







Auto Europe



Tel: ************** Fax: *************** Mobile: None



Address:



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



Email: ********************



Web: ********************



Reservations:



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

Business Response: The details of the complaints have been brought to me and I am happy to report that we will refund the customer the balance of the taxi fare paid by the customer following the breakdown of his vehicle. It is of the upmost importance to me and my company to provide excellent customer service and prompt responses and apologize for the delay.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/18/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AutoEurope made an error and removed insurance coverages from my contract for a car rental in South Africa when I extended the contract from 89 days to 179 days . Even though I requested that the insurance should continue as I had previously booked it, and their representative had sent me a version of the new contract that included those coverages, it ended up that those coverages had been removed from my contract (due to an error made by one of their booking agents) and the 3d party provider, Hertz, had no knowledge of those coverages when it came to discussing an issue of a cracked windscreen when I returned the car. Furthermore, their customer service in response to this issue has been incredibly demoralizing and inefficient. I have had numerous (over 4) email exchanges with AutoEurope customer service representatives about this issue, during which every response was from a different agent (****** ********* ******* **** *** *******, and although they were always polite, it wasn't until the 3d or 4th message that they even admitted to having made any sort of error. And they ultimately refused any sort of refund for their error. Here are the details of the complaint. On December 24 th 2010 , the car rental in South Africa was booked for a total of 89 days at the cost of of $ 1635.64 USD (excluding local fees). The said rate included collision damage waiver and theft insurances (as indicated on the voucher). On May 21 the voucher was extended to 179 days for a total cost of of $ 3289.65 USD (excluding local fees), again with the above stated insurances. A few days later, an AutoEurope representative, Ashley, wrote and said they needed to split the charge in two to 'keep the insurance coverage constant', but that the total charge would be the same. I responded on 6/7/2011 that I had no problem with that, although it turned out she had gone ahead and split the charges the day before, on June 6th 2011. As I later saw on my credit card statement and in emails, the rental of 179 days was split into two separate vouchers US ******* * ******* and the associated charges were made. Since the transaction went as I had expected, I didn't worry about it more or scrutinize the new voucher. It wasn't until I was addressing the issue of a cracked windscreen on my vehicle when I returned it at the Cape Town airport that I learned that my contract included NO insurance coverages, so I would be paying in full. As the AutoEurope agents have stressed that I understand, my original insurance coverages would not have reimbursed a cracked windscreen anyway---but it is my feeling that they charged me for something that was not, in actuality, in my contract as I was lead to believe, and since they did not PAY the 3d party provider for those insurance coverage, they kept the extra money. Whether or not an 'appropriate' type of accident occurred, I was paying for insurance that they didn't provide. This is the account of their error from AutoEurope directly (sent to me in an email a few weeks ago) "Since insurance, with car rentals, only covers for a specific period of time, we were required to produce a second voucher for the remaining 80rental days hence [the new, adjusted] voucher # US ******* (advised via e-mail with my colleague Ashley in our reservations department). Unfortunately, during that final change our reservations agent failed to apply insurance to the voucher. Though we understand your concerns with the error made and fully accept the responsibility for this simple human error, we regret that we feel that compensation is not due at this time."..."Again, we fully understand your concerns with the error made and have taken the necessary steps to prevent such instances in the future. We are confident that this was an isolated incident and hope to restore your faith in Auto Europe. We appreciate your feedback and as a gesture of goodwill would like to offer a discount of 75.00 USD off any future rental with Auto Europe. In order to apply this discount on your future rental, please reference US *******." I do not accept their 'goodwill' gesture, because the amount that I was overcharged is upwards of $700, in my estimation. I also have been extremely disheartened by the line of excuses I have gotten from them, including the following statement "The rental cost would have been higher had insurance been included. As a result of the above error, we feel that you have, at this point, simply saved on the insurance that wound up being unnecessary for your rental period." This statement that is very misleading and UNTRUE, given that I have been told many times, and have even experienced twice, that the daily rate is always KEPT CONSTANT and insurance coverages stay the same when I extend rentals with AutoEurope. I have copies of all of the associated documents and emails if these are needed.

Desired Settlement: In a recent internet search of rental costs in South Africa with and without the standard insurance coverages through AutoEurope, I was able to estimate how much I paid for the insurance that was erroneously removed from my contract. On the AutoEurope website, I compared the cost differential between the basic and inclusive packages for a 3-day visit to Cape Town, and I calculated it to be $9.75 a day. This suggests that for my final 80 days in South Africa, I appear to have paid ~$780 for insurance, but was not protected at all during those last 3 months. I believe a fair outcome would be that AutoEurope refunds that amount or a similar, fair amount directly to my credit card or writes me a check. Given my really unfortunate experience working with their customer service department, I really have no desire to rent cars with them ever again.

Business Response: Dear Ms. *******,

Thank you for bringing your concerns to our attention.

We apologize for any confusion for the car rental you had in South Africa.  Our intent is to as transparent with all our customers in regards to what the inclusions are in their rentals.
As stated, the insurances were not added back to your rental when we had to split the rental into two rentals.
Please accept our apologies for this error.

Auto Europe will refund you $300.00 USD for the damages that occured to the windshield on your car rental.
We are requesting an invoice from Hertz for the replacement of the windshield.  Once this is received we will re-review the file for possible further compensation.

As well, I did leave you a voice mail advising I would like to discuss this and resolve over the phone.  I am awaiting your returned call.

Please do not hesitate to contact me with any additional questions or concerns.

Kind regards,
***** ******** - Auto Europe - Customer Service Manager

-------------------------------------------------------------------------------------------------------------------------------------
Auto Europe
Tel: ************ **** ************ ******* **** ******** ** ********** ******* ********* ***** ***** ****** ******************** **** ****************** ************* **************

Consumer Response: [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 did call ***** ******** back twice and never had my calls returned, but I presume I will hear more from her once she gets the invoice from Hertz.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/16/2011 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have contacted Auto Europe multiple times over a billing dispute, and am unsatisfied with their response. They have not addressed the entire issue. I contacted them over the phone, and they requested I send a detailed email with documentation addressing my concerns. Below is the email sent on 8 September. I was told I would be contacted within 15 business days, but they did not reply until 7 October. I have all invoices, credit card charges, and documentation needed. BEGIN EMAIL This email is in regards to confirmation number *********, as per my conversation with Drew on 8 September 2011.  It includes a statement below on my rental charges dispute and an attached copy of transactions from my credit card including: a charge of $579.86 from Avis on 14 August and a credit and charge from Auto Europe in the amount of (credit) $86.39 and charge of $210.77 with a transaction date of 4 August.  If you require any other form for these charges please let me know.







Statement:







On 4 July 2011 I initially made a booking for a Basic Rental of an Economy 4-Door manual no a/c vehicle in Ireland for 8 days with a pickup in Galway on 6 August and a drop off on 14 Aug for a total amount of USD 356.18 (excluding local airport pickup fee); a price of $44.52 per day.







Due to unexpected circumstances, I called on 3 August to check on the availability of renting a vehicle starting that day.  I told the person whom I was speaking to that I had a current reservation from 6-14 August and inquired if there would be a vehicle available for pickup on 3 August, either to extend my current reservation, or to rent for 3 days (3-6 August) and return in Galway.  I specifically stated that I did not want my current reservation canceled.  He looked it up and said there was the same class of vehicle available for fifty something dollars per day.  I understood this rate to be higher for the 3 days, since it was booked at a later date and over the phone, but thought my original reservation was intact for the remainder of the period.  Upon the end of the phone call I received an email from AutoEurope with a new confirmation, but under the same confirmation number, **********







I reviewed this confirmation and realized that the total price was $657.09, which was a rate of $59.73 per day for the total 11 days.  I had not yet received the vehicle and immediately called back AutoEurope and received a different operator.  I explained to him that I already had a reservation that I paid a deposit on of $86.39, locking in the dates of 6-14 August for $44.52 per day.  I said that I had not wanted to cancel that reservation and was willing to rent a vehicle for 3 days and return it to Galway, and then pickup my vehicle that was originally confirmed at the rate I had it at.  He looked it up and said it would be $62 (or something near that, I don't recall the exact price per day) for those three days, which I said was fine.  He then said that he would need to book the other dates of 6-14 August separately at the current rate (I believe around $58-59 per day) and that I would not be able to receive my original confirmation.  I said I did not want to do this because it was still higher and not my original confirmation.  I asked why my confirmation was cancelled and why I was not able to get it back, and I was told that it was not possible.







I did not have phone service while there, so was unable to rectify the prices until returning to the US.







Also, I was charged $210.77 from AutoEurope and $579.86 from Avis, totaling $790.63, which is even higher than the second confirmation. I feel that I should receive the $356.18 price from the initial booking for 6-14 August and only be charged the $59.73/day (which includes taxes) for the additional 3 days, which would total $535.37 and result in a refund of $255.26 to me.







END EMAIL







The reply I received on 7 October from Auto Europe did not address the main problem of them canceling my confirmed invoice, and charging a higher amount.  They only addressed the fact that Avis charged $87.82 over the second invoice and said they would refund me that amount.

Desired Settlement: I feel that I should receive the $356.18 price from the initial booking for 6-14 August and only be charged the $59.73/day (which includes taxes) for the additional 3 days, which would total $535.37 and result in a refund of $255.26 to me from Auto Europe.

Business Response: Dear Mr. ******,















Thank you for bringing your concerns to our attention and please accept our apologies with the confusion of your request for the rental days and how you wanted the rentals confirmed.  Per your statement you are requesting the same per diem















rate on an 11 day rental that you received on your original 8 day rental with Auto Europe.















Please find the below itemization of charges:















8 day rental = $356.18 USD / per diem = $44.52 USD















11 day rental =$657.09 USD / per diem = $59.73 USD















11 days x $44.52 USD (8 day per diem) = $489.72 USD















$657.09 USD - $489.72 USD = a rate difference of $163.37.















I have refunded $169.37 USD  to your MasterCard account ending in 2984.  Please allow 5-10 business days for this refund to appear on your account.  I hope this resolves the matter to your satisfaction and restores your faith in Auto Europe. Please do not hesitate to contact us with any additional questions or concerns.















Kind Regards,















 ***** ********















Customer Service Manager















Auto Europe















Tel: ********************************************







Address:















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















Email: *****************















Web: www.autoeurope.com















Reservations: ******************

Consumer Response: [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 #********























Regards,































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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/28/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Auto Europe is a broker for car rentals in ******. I prepaid for a rental to occur on April 5 through April19th in ***** ****** with Auto Europe. Auto Europe received payment of $383.86 for a rental placed through the ******* agency. Upon arrival at the counter, ******* refused to provide me with the vehicle. I called the Auto europe agency to explain that the car reserved for me was being withheld and I asked if Autoeurope could find an alternative agency in the airport with a similar vehicle and I was informed that they could not do so at the same price but rather the rental would be in excess of $900.00. I then looked for a rental on my own and found an agency who provided me with a smaller car for $638.31. Auto Europe did not at that time refund the payment of $383.86. I had to file a dispute with the issuer of my credit card to obtain the refund. I am asking Auto europe to pay the difference of $254.45 (the difference between the newly obtained rental). ******* has numerous consumer complaints for issues involving overcharges. ******* did not honor a contractual guaranteed price in a previous rental from that company the previous summer. ******* failed to justify their charges and I prevailed in a credit card dispute with that company. Nevertheless ******* had placed me on their blacklist and has failed to communicate further with me regarding their dishonest policies. Auto-europe is a broker and frequently does business with europcar. Autoeurop is not ignorant of the many issues consumers have had with eurocar. Auto-europe has acted in bad faith in trying to resolve the issue and took no action at the time to provide me with a substitute car rental when ******* breach their contract. Consumers beware of Auto-europe and place you car rental through a reputable and local travel agent.

Desired Settlement: $254.45 the excess amount paid for a smaller vehicle that was in a class below that contracted for through Auto-europe.

Business Response: Dear Mr. ********,

Thank you for your patience and cooperation.

We understand that, as detailed in your complaint, you are looking for the difference in price between Auto Europe's rate and the local rate you accepted with ****.

However, to accurately compare both prices, we must consider the mandatory local fees that were due on your Auto Europe voucher along with the inclusions of each rate.

Your original voucher with Auto Europe was booked at a price of $383.86 USD with an Airport Surcharge (€38.55 Euro) and a Road Fee (€31.50 Euro) due locally at the time of pickup. After adding these mandatory local fees using the same exchange rate from your credit card (***********), your agreed upon total with Auto Europe was $486.23 USD.

When looking at your rate with ****, the total cost was $638.31 USD converted from €436.78 Euro. However, included in this price was Collision Insurance (€55.92 Euro) and Personal Accident Insurance (€70 Euro) which are both optional insurances that were not included in your original voucher with Auto Europe. If we deduct these optional coverages, the total rate paid locally would have been $454.29 USD converted from €310.89 Euro.

While this amount is actually cheaper than the original rate agreed upon through Auto Europe, we would like to offer you a credit in the amount of $100 USD to help serve as compensation for any inconvenience.

I hope that you understand our position and find this resolution to be acceptable. Should you have any further questions or concerns, please don't hesitate to contact me.

Best Regards,

****** *****
Reservations Manager
Email: *********************
Direct: ************
Mobile:************
-------------------------------------------------------------------------------------------------------------------------------------
Auto Europe
** ********** ****** ********* ***** *****
Tel: ************ Fax: ************
Web: ******************
Reservations* **************
-------------------------------------------------------------------------------------------------------------------------------------
Caution: Auto Europe reserves the right to correct any errors in rates, duration or additional fees quoted or invoiced.
Please refer to Terms and Conditions for full details. This message may contain privileged and confidential information intended only for the use of the addressee named above.
If you are not the intended recipient of this message, you are hereby notified that any use, dissemination, distribution or reproduction of this message is prohibited.
If you have received this message in error, please notify Auto Europe immediately and delete the email.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/1/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Concerning Autoeurope. When in ******** ***** I hired a car with the firm. They then transferred the rental to *********, deducted my payment, registered me for 3days rental (when I asked for 5). Pick was at 12:00 p.m On going to the ********* desk in ******** they said they could not release the car my *** would not deduct the deposit(the same card I had useed to pay the first amount) I phoned Autoeurope from that desk between 10:00 and 10:30 (as stated on the autoeurope email) to state I had asked for 5 days and that I was unhappy about dealing with ********* becauseof their processing. I gave the person at AutoEurope all my details. I again phoned after 10:30 to say to cancel. This meant I had to take a train go to my place of residence some 2 hours drive away, with baggage, and I emailed a complaint for to autoeurope at approximately 3:pm. I have lodged a claim with them: they have replied no refund: I checked with my bank in ********* ******: there was no problem with the card. Costs are now mounting, in addition to the autoeurope payment!!

Desired Settlement: I would expect at least a partial refund as I completed all their stated procedures on the 3rd of August. or an offer of another rental convenient to me.

Business Response: Dear Ms. *********,

Thank you for bringing your concerns to our attention.

Do to your unfortunate situation with your credit card being declined at the time of check out, Auto Europe will offer $50.00 CAD off your next rental with us.  Please reference your voucher number ** ********* when you make your next reservation with us so we may apply the discount.

We appreciate your business and hope this solves the matter to your satisfaction.

Kind Regards,
***** ********
Auto Europe
Customer Service Manager

Consumer Response:

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 # *******.

[If you are rejecting the business's response please enter your rejection comments here.]  I thank you for looking into this matter.  I would ask that the $50.00
should be directed as a credit to my ****** **** - I do not wish to use Auto Europe again.  The original debit was in £'s so I feel that their consideration of
$50.00 is the least they can do to adjust my billing.

Business Response: Dear Ms. *********,

I have issued a refund of $50.00 CAD to your ********** ending in ****.
Please allow 5-10 business days for this credit to appear on your account.

Kind regards,
***** ********
Auto Europe
Customer Service Manager

Consumer Response:

[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 #*******.

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/24/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Auto Europe's terms of car rental states that highway toll sticker fee is included. However, after I was fined for not having the highway toll sticker on the rented car, Auto Europe is unwilling to reimburse me for the fine.

Desired Settlement: For Auto Europe to please reimburse me for the 300 Euro fine and the 15 Euro toll sticker fee, for a total of 315 Euros, converted to USD equivalent.

Business Response:

Dear Mr. ******,

 

Thank you for bringing your concerns to our attention.
 
I have reviewed your case and unfortunately we will not be refunding the €315.00 for the toll
sticker and the fine from the Slovenian authorities.  It is the traveler's responsibility to be advised of the local tolls in each country they are traveling to, as well as, the countries driving laws.  

We do disclose on our vouchers terms and conditions that the rental does not include local toll, highway fees or travel
stickers which may be required by local authorities. 

We regret any misunderstanding, but cannot, unfortunately, agree to compensate for the toll penalty.

Sincerely,
*****
********
Customer Service Manager
-------------------------------------------------------------------------------------------------------------------------------------

Auto Europe
Tel: ###-###-#### Fax: ###-###-#### Mobile: None
Address:
** ********** ******* ********* ***** *****
Email: *****@**********.com
Web: www.**********.com
Reservations:
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/18/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Several months before traveling to europe we contacted autoeurope for our rental needs. The representative inquired what i would like for a car and i told him a bmw 3 series. I also inquired about the 1 free car class upgrade promo they were running. He told me i could rent in the car class below the bmw, and receive the upgrade to that class. I wanted a 3 week rental in ******, and i asked that i specifically get a bmw 3 as this is the car i had rented on previous trips to germany. He said in my car group was the bmer, mercedes c class, and volvo s60. I said that will work,and paid 1200 dollars. Now understand that this price is for the class below a bmw. When we arrived at the car rental place,(it was avis,autoeurope is a broker) they looked up our voucher and the girl handed us the keys to a ford kuga suv. (You look it up) are you kidding me? I showed her my printed voucher from autoeurope and she told me this was all they were offering. I blew a fuse and demanded they call autoeurope. I spent 2 1/2 hours on the phone with these ****** to no avail, and when it was all said and done the only car left to rent was an opel insignia station wagon. YES, a far cry from a bmw. Needless to say this car totally ruined our vacation. I tried on numerous occasions to get this rectified to no avail. I have e-mails from autoeurope stating they could not find me the right car. It has been almost 2 months later of constant wrangling with 5 different reps because they keep passing the buck. I got an e-mail from them today saying they have concluded, Yes ,i got the wrong car, but that it was in the same price range as the bmw3. After calling them the offer they made was $150 credit and $100 off my next rental. Anyone interested can get on ***** website and quote a rental for an opel insignia wagon in ****** for 3 weeks as i did the day i got home and e-mailed them the info which shows it renting for $900. As far as the credit of 100...i would want to rent with these people again? Realize that a credit still makes them money i.e. a store credit of a hundred dollars will get you an item that costs 100 retail but might have only cost the store 40 dollars, therefore they are basically giving you 40 bucks. This company does not have a clue as to why people want to rent specific cars. When i drive the autobahn i don't want to do it in an opel station wagon that weighs 7000 lbs and has a 1.8 litre engine.

Desired Settlement: There is no way they can make up for the 3 weeks of vacation i lost. I rented a car valued @ 1400 with class upgrade, and got a car that right now rents for 843. I want whats extremely more than fair and only the monetary part, the rest is incompensatable. $500. period, it's what they owe me.

Business Response: Dear Mr. *********, Per our discussions, I am very sorry for any inconvenience you experienced during your travels. To help compensate, Auto Europe has issued a credit for the suggested amount of $500 USD. Should you have any further questions or concerns, please let me know. In addition, please contact me directly if you are ever looking to rent again as I would be grateful for the opportunity to provide you with the best quality product, price, and service in the industry. Best Regards,   ****** Reservations Manager Email: ********************* Direct: ###-###-#### Mobile:###-###-#### ------------------------------------------------------------------------------------------------------------------------------------- Auto Europe ** ********** ****** ********, Maine ***** Tel: ###-###-#### Fax: ###-###-#### Web: ****************** Reservations: ###-###-#### -------------------------------------------------------------------------------------------------------------------------------------  Caution: Auto Europe reserves the right to correct any errors in rates, duration or additional fees quoted or invoiced. Please refer to Terms and Conditions for full details. This message may contain privileged and confidential information intended only for the use of the addressee named above. If you are not the intended recipient of this message, you are hereby notified that any use, dissemination, distribution or reproduction of this message is prohibited. If you have received this message in error, please notify Auto Europe immediately and delete the email.

Consumer Response: 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.     

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/31/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Regarding Voucher Number *********** We paid for a car rental in the amount of $388.96. We went to pick up the car at exact location specified. When we got there, the car agency had given our car away because they said it was 3 hours after the reservation time. This is undisputed by the vendor. They were unable to give us another car. We have a copy of all the terms and conditions and voucher. Nowhere does it state that if you are late by 3 hours, they can charge you 100% and not give you a car. We had to rent another car at or own expense from *****. We also spoke to the manager at EuropeCar at the airport and they said they have spoken to Auto Europe on our behalf and is not charging and have not charged Auto Europe for the non rental. They apologized to us for the mistake but Auto Europe is still refusing to refund our money. We were left stranded with no car. We prepaid $388.96. There are no written terms and conditions that would allow for them to not provide us with a car. They are going against a written contract. We showed up and found out they gave away our car after 3 hours. Most and I think all car rental companies hold a car for you for at least 24 hours if you pre-paid for a car. This is want EuropCar and ***** told us. This is against all terms and conditions on Auto Europe website and on our contract. In fact, if you go to their website, it does not say anywhere that if you are late by 3 hours, they can cancel your reservation and charge you 100%.

Desired Settlement: We would like a full refund and the difference in cost paid to ***** for a similar car. We would also like a apology for the run around. They keep pushing us off to customer service who does not want to help. We have called several times.

Business Response: Dear Mr. *********,

Please accept my apologies for any inconvenience.

Your reservation was booked and confirmed to be picked up on June 10th at 2:00pm.

Unfortunately, we were not advised of any delays and were not contacted until the next day, June 11th, at which time the vehicle was no longer available.

While our voucher states that there is "no refund in the event of cancellation after the scheduled date and time of pick up", we would like to make an exception and provide you with a full refund in the amount of $388.96 USD.

If you find this to be a fair resolution, please cancel your credit card dispute and we will process the refund immediately.

Should you have any further questions or concerns, please don't hesitate to contact me.

Best Regards,
 
******
************ *******
Email: *********************
Direct: ************
Mobile:************
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Auto Europe
39 Commercial Street
Portland, Maine 04101
Tel: 207-842-2000 Fax: 207-842-2222
Web: www.autoeurope.com
Reservations: 1-800-223-5555
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BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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