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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 13 factors. Get the details about the factors considered.

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

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 28 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

28 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 7
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 10
Total Closed Complaints 28

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Auto Europe, LLC
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 8

Additional Information

BBB file opened: April 02, 1993 Business started: 01/01/1954 in DE Business incorporated 11/12/2003 in DE
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
Industry Tips
Read Before You Sign Renting a Car

Customer Review Rating plus BBB Rating Summary

Auto Europe, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 39 Commercial St

    Portland, ME 04101 (800) 223-5555

  • PO Box 7006

    Portland, ME 04112

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/12/2015 Problems with Product/Service
7/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a one-day rental through Auto Europe online for a total of $49.03. The car was to be picked up at the Budget Office in the Kosice airport, Slovakia. When I went to pick up the car, the person at the Budget office refused to rent the car to me unless I paid a 48 euro pick-up fee. When I made the booking on the Auto Europe website, the site clearly advertised "NO HIDDEN FEES". The fee was not mentioned anywhere in any of the following locations: 1) The quote I received on my rental when I searched for it 2) The list of inclusions/exclusions, which lists all other additional charges 3) The payment breakdown when I entered payment online. 4) The confirmation email I received for payment 5) The breakdown of the price on the voucher that was sent to me as an email attachment 6) The breakdown of local fees contained in the fine print TOS The only place this fee appears is in the middle of the lower right corner of the voucher -- away from other price information and not highlighted, bolded, or otherwise drawn attention to. This voucher does not require any signature or acknowledgment of receipt on the part of the customer prior to booking. When I called customer service to complain, I was told that I would be responsible for any fee contained in any document involved in the booking process (this apparently includes documents that I did not sign or acknowledge). When I filed a formal complaint with the company, the only response I got back was a copy of the voucher with the spot containing the fee (in the middle of a block of text in the lower right corner) highlighted and a denial of any responsibility.

Desired Settlement: Refund the cost of my rental ($49.03) and adjust advertising practices to at least warn customers of hidden fees.

Business Response: While we do try to make all local fees as clear as possible, during the booking process, as well as once one received their voucher, in this instance, we can see where this may have been overlooked.

As such, as a gesture of goodwill, we have refunded the prepaid voucher price, in full, in the amount of $49.03USD.  This should process within the next 1-2 days.

We appreciate this feedback and will strive to improve the terminology and transparency.

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 understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

*** *****

6/16/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My brother and I are renting a car with Auto Europe, my brother being main driver so his name is on all documents ***** *******. We were following prices for car rentals with Auto Europe for a while after we have booked our flight to ****** Croatia where we are picking up car at the airport. And we came upon a good deal for a car that is big enough for 2 adults, child and a baby Peugeot 308 Wagon or similar, automatic transmission, for 55 days $1,535.88 CAD. So I called in to make sure that, that is correct price and I would be able to get that car, agent told me that their prices are guaranteed and if that is the price I found on their sight that is what we get, so we went ahead and booked the car also asking for car seat for 1 year baby. We received confirmation few days later via email on March 30th that car and car seat are booked and reserved. So we were happy that they were able to give us such a good deal. On may 8th we received email from Auto Europe stating that there is urgent matter "A problem has occurred with your upcoming rental in Croatia that we urgently need to discuss with you." When I called them they said that the price they charged us was too low and we have to pay $2900.00 more or less instead of $1535.88. I have told them that It is not fair because I was told that the price was guaranteed and asked them why did it take them so long to realize about price. Their answer was that price on their sight was posted wrong. I did inform them that the price was on their sight for at least 3 weeks because I was checking before and after I have booked. I spoke to Manager but that was not successful either and I was told that someone from rates department would contact me within 48 hours and it has been longer then that and I am still waiting for them to call me.

Desired Settlement: Please help me I should be getting car and price that I booked for and it shouldn't have taken them such a long time to realize that there was a mistake on their sight. We were quoted price and we paid, because we were told that price is guaranteed, so we don't think that we should be paying more or get less then what we asked for.

Business Response: Dear *********,
 
Thank you for contacting us. I apologize for any inconvenience.

As we discussed, the rate for your car rental, $1535.88 CAD, was loaded incorrectly in our system. The current, correct price for your rental is $7,493 CAD.
 
We contacted you as soon as we had found the loading error in our system and offered you a highly discounted rate, but we understand that this was not acceptable since your reservation had already been paid and confirmed.
 
We are still working with our different suppliers to find out if any are able to provide a comparable vehicle at the same price of $1535.88 CAD.

If we find a comparable alternative, we will contact you with the details.

However, if you do not agree with any proposed alternatives, we will simply honor the rate of $1535.88 CAD with Unirent.

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

I remain at your disposal.

Best regards,

****** *****
Auto Europe – NAM Pricing & Product
Phone : ###-###-#### 
Mobile : ###-###-####
Web: www.autoeurope.com
Reservations: ###-###-####
Address : ** ********** ******, ********, Maine *****

12/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We rented a vehicle in Europe over the summer and were charged an additional 200 Euro (approx. $345) surcharge for an early return in a city 45 minutest from the original scheduled drop. However, before we did that we made multiple inquiries to determine if there would be any additional fees. It would have been very easy for us to use the original drop, we simply just didn't need the car anymore, but given we were told there would be no costs or penalities and we had paid for the vehicle in advance, we had no concerns. I have disputed this through Auto Euro and they have denied my request so I am now filing with the BBB. A detailed description is below. I just spoke with an agent of auto euro regarding voucher # *******. I reserved a vehicle > online in the United States for pick up in Germany on June 27. When we arrived in Reims > France, we determined we didn't really need the vehicle anymore and it was park in a public lot > directly behind the Europcar office. On July 17, we inquired about returning the vehicle early and in another city. We made the inquiry directly to the third party supplier that rented us the vehicle (Europecar) and placed a call to the international Auto Europe hotline. > The agent indicated she wasn't sure if we would receive a refund for the unused days (it was > possible and we should call when we returned home), but that there were no additional fees or > penalties for the early return in Reims. We clarified again, by asking if there were any additional > changes for the early return at her location and she confirmed there were none. It was a female agent and > I think she was thin, french and had longer dark hair, (but I am working from memory here.) > > We decided we return the car the next day, July 18 (I think) and again asked the agent (same > one, I think), if there were penalties/costs for an early return at her location. We were told no. Since the local agent confirmed on two seperate visits and our call to the international hotline confirmed there were no fees for the early return in Reims, we returned the vehicle. > > Had we know there was an additional 200 Euro surcharge we never would have done it. We > simple didn't need the vehicle in the small town and decided to return it early. We felt we did > our due diligence checking for any hidden costs/fees/ penalties and were never told about the > change. I do not believe we received a receipt/bill or any other paperwork on the return > indicating there would be an additional charge when the vehicle was returned. We defintely didn't sign any receipts or contract changes authorizing the additional cost. Again had we > been informed that there would or could be additonal fees we didn't have the need to do it, we > were still headed to Paris to fly out. Auto Euro is stating the EuropCar is the one with the problem, but since our bill was from AUto Euro as was our supplier, I feel they should assist with our refund. I will also be attempting to file a compliant for EuropCar, but am unsure if they are registed in the US.

Desired Settlement: A full refund for the additional surcharge we never knew about (despite asking) or agreed to.

Business Response: Our client had a reservation for a rental car, with Europcar Germany, scheduled for a pick up in ******** ******, Germany with a return to Paris at **** ** ****, with an international one way fee due to be paid locally in the amount of €100.00Euro plus vat (19%)

Unfortunately, Auto Europe was not contacted to advise the renter wanted to return to an alternate location.

Had we been advised, we would have informed her that the local fee for this particular one way fee, in Europcar's system, was €300.00Euro plus vat.

For future reference, Auto Europe has a toll free number, for calling from Europe, printed on the voucher.  We are here 24/7 to assist with any questions or issues during the rental period.

Europcar have informed us they do not have any record of being contacted, and confirming the new drop off location would incur the same fee.

We have reopened the customer service file, based on the details below, and one again requested Europcar to review and asked they refund €200Euro plus vat as a gesture of goodwill based on any possible misinformation from their desk agent in France.

As soon as we receive their response, we will contact the client directly.

Consumer Response:

 


I will await the final response from Eurocar, however, they have already raised my issue with them, and have not assisted with a refund.

Regards,

 

 

 

Business Response: We cannot guarantee that Europcar will refund as it is within their terms to charge different fees for the return of the vehicles to different countries/different locations.

We are requesting Europcar Germany refund as goodwill based on the conversation the client describes between herself and the Europcar France desk agent

12/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Auto Europe's advertising did not mach the voucher they issued, making me travel all the way to Europe spoiling my stay. I would gladly provide more information, they advertise travelling through 40 countries in Europe including Hungary and Romania.

Desired Settlement: It cost me about $ 10.000 to make the trip that is my claim

Business Response: **** ****** has contracts with a variety of rental carcompanies all over the world. Many rental car companies will not allow travel to certain countries,specifically, many former eastern block countries. When we know, in advance, that this travel is required, wehave contracts set up which will allow this travel and provide for specialallowances into these countries. We do need to know in advance which countries one wishes totravel into. Our client made a request for a rental car and left blank,the section where he was to enter any travel outside of the country of France. As such, we were unaware of his desire for travel intoHungary and Romania with this rental vehicle. He did receive a rental vehicle and used it for the entire26 days as reserved. We regret his disappointment, but had we been aware of histravel specifications, we could have accommodated his travel itinerary.

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.  The advertising is a precontract (comitment) and must be honored as part of the overall contract, they could not lessen the comitment just better it.  Regards, ***** ***    

11/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had made online reservations to pickup a rental vehicle for a vacation to ***** ******* with Auto Europe which I paid with my USAA Credit card for the Sum of $123.34 online. Prior to my trip I called up USAA credit card services and was assured the car was fully covered for damages but I would still need to purchase additional Liability Insurance to cover other vehicles in case of an accident. When I arrived in ***** ******* on June 7, 2014 to pick up the vehicle the sales representative at Auto Europe asked if I would like to purchase the additional Liability Insurance to cover other vehicles for additional sum of approximately $118 which I agreed too. When the printed invoice was handed to me it had a sum of $2500 total with no explanations to the costs. The clerk told me that it was only a deposit and that only $118 dollars would be charged to my account ounce the vehicle was returned but nothing on this invoice stated this policy. I told the clerk that I was not comfortable singing a blank invoice for $2500 especially when the vehicle is covered under my credit card and I am simply asking optional liability coverage. At this time I told the clerk I was not comfortable with the transaction and that I wanted a refund. He assured me that he will cancel the transaction but I still landed being charged.

Desired Settlement: I never used the service and would like a complete refund. This company wants to charge $2500 on my credit card knowing that the car is fully protected by credit card and then they want you to sign a blank invoice with no explanation on charges. This kind of service is criminal and should be investigated immediately.

Business Response: When one books a basic rate, not including LDW, the rental car company, in this case Europcar, will block a significant amount on the credit card, for the duration of the rental, until the vehicle is returned in the same condition as at check out.

The rental company is entrusting the renter with a valuable commodity, and this is a standard practice all over the world.

As there was a credit card dispute regarding the rental charge, we had to first resolve that.

As it has been resolved, Auto Europe has verified non use and refunded the voucher value, in full, to the credit card used to pay for the reservation.

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have cancelled my car rental booking with Auto Europe on 15 September 2014 through autoeurope.com website under "Modify Your Reservation" and selected "Cancel a Voucher." I have entered all requested information, my name, voucher no. and reason for cancel. Then I received email with subject "{*******************} THA Reservation CANCEL" recognized my cancellation and told me Auto Europe would beat the rate of competitors if I let them know the new rate I got. No where in that mail indicate that my cancellation didn't complete or I have to reply again to confirm my cancellation. The cancellation is actually happened right on when I push the submit button on "Cancel a Voucher" web page. However, it appeared on my bill that Auto Europe has charged $102.57 from my credit card on the date of my cancellation. I've started my refund requests with Auto Europe on 11th September 2014 when I saw my credit card bill. From the latest contacts, Mr. ******** from Customer Service state that the voucher is never cancelled. But I've already click the cancellation button, so the stated email subject "{*******************} THA Reservation CANCEL" could be sent to me. Mr. ****** from Internet Reservations, who sent the stated mail to me on my cancellation date, said in his reply mail that there have been an error in communication. (or Auto Europe try to mislead me?) As I've canceled my reservation through Auto Europe system correctly and received the "{*******************} THA Reservation CANCEL" email back, I'd like to ask for my deducted money back from Auto Europe.

Desired Settlement: Auto Europe has a responsibility to refund the deducted money (102.57 US$) back to me, for my reservation no. ********* that has already been canceled.

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



Thank you for bringing your concerns to our attention.

 

On
behalf of Auto Europe, I would like to extend my apologies for the
miscommunication in emails. 
It would appear our reservations agent wanted to first confirm with you that there
was no rate or service issue which led to the cancelation, and you had understood this to mean it was canceled.

We deeply regret this delay.

 Please be advised we have, today, refunded the $102.57USD, in full, to the credit card
on record.

Please allow 1-2 days for this to post.

If you have any other questions, or concerns, please do not hesitate to contact
us.

 
Yours
sincerely,

 ***** *******

International Customer Service Manager

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


Auto Europe

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

Address: ** ********** ******, ********, Maine *****

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

Web: ******************

Reservations: **************

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Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

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

7/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a car from 03/25/2014 to 03/27/2014 from AutoEuropa for use in Italy. We rented the car at Venice and requested return at Florence. What we were unaware of was a tourist trap at Florence. The city has zones where outside vehicles are not allowed to drive and issued me tickets for every time my rental car was caught on a camera. Here is where Auto Europa showed absolutely no signs of any ethics and flagrantly took advantage of this tourist trap. 1. Auto Europa provided me a car that is not valid to be driven in the city. They did not inform me that the car is not allowed to be driven, even in the region that we were going to return the car! The car received a violation right outside the Auto Europa office in 19 Firenze Dt. It seems very likely that they have set up their office in this location just to bill unsuspecting tourists. 2. They have some fine print in the car rental agreement that allows them to bill me 50 Euro + Taxes every time they receive a ticket when I had the car. This translates to $82.83 each time the car was caught on a camera. So far I have 2 violations, so AutoEuropa has unethically billed the credit card I booked the car with, over $170. 3. There is a good chance I will be able to appeal all the tickets and consolidate them into one ticket, but Auto Europa has designed their fine print in such a way they will continue to benefit from this.

Desired Settlement: I have cancelled my credit card, so would like the amount to be refunded in the form of a check. I would also like Auto Europa to stop processing duplicate violations that I incurred thanks to their own unprofessional and unethical behavior.

Business Response: We cannot find any reservation for ****** ***** ******* in 2014.  The only one we have located in our system was a reservation from 2012 we arranged with Europcar France.  It could be that he made a reservation with an Italian rental car supplier with a similar name, Sicily By Car/Thrifty, sometimes known as Auto Europa (with an "A")? Our company, AutoEurope, is a car rental broker.  We have contracts with a variety of rental car suppliers all over the world, such as Avis, Hertz Sicily By Car. Europcar etc. and arrange rentals at our specially contracted rates.  If he  booked through our company, we can certainly look into assisting him with his post-rental concerns. We would just need the Auto Europe voucher number. If his booking was with Sicily By Car directly, he may wish to contact their customer service: customer.service@sbc.it

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!

 

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  

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. 

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

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 - ***** 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. ******** 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. ******** 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. 

 

 

 

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.

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. 

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.

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.

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

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.

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.

5/22/2013 Advertising/Sales Issues | Read Complaint Details
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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.

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.    

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.

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.

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,

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

 

 

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.

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.