Complaints
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a voucher (#*******) to be used for a 7 day rental at ******* Airport in *****. When I arrived I was told they had no compact cars and only full,-sized which would be $30 per day additional, which I declined. I immediately called customer service and was put on hold more than 30 minutes. I finally had to give up. I called again three hours later, and the same representative answered the phone. She said her supervisor would not issue the refund of $134.33, because it was too late! What a scam...
Business Response
Date: 04/24/2023
Dear ********************************************,
Thank you for your email regarding the previous car rental reservation under voucher # *******. On behalf of Auto Europe, I would like to extend our apologies for the inconvenience experienced with the recent car rental in *******.
Please note that we have opened a customer service file. A query will be sent to the rental car company in regards to this claim. As soon as we receive their response, we will contact you directly via email.
Please note that the companys response time to ** is typically ***** business days.
If you should have any further questions or concerns regarding this customer service file, please do not hesitate to call or email ** at any time.
Best Regards,
*********************
Completed Rentals Manager
**************Customer Answer
Date: 04/24/2023
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; if you do not provide any details, your complaint will be closed as Answered.
Please provide an immediate refund to my credit card, as I fulfilled my requirements by prepaying the rental, and arrived an hour to obtain the rental. I followed up with two calls, including one with a useless supervisor, ******. Additionally, I provided to you a copy of the useless voucher I received. In addition to being a scam, it has taken up too many hours of my time.
I earn $35 an hour, that's $165 you should also compensate me for!
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business Response
Date: 05/01/2023
Dear *****************************,
I have reviewed your response with my Manager, *******************.
We are not able to refund any further as your reservation was confirmed for 3pm. Dollar would not have your reserved vehicle available until 3pm.
That is why Dollar offered you an upgraded vehicle, to get you on your way.
We apologize for the delay in refund, as any voucher that was not used must be verified with the supplier prior to cancellation.
That is what my completed rentals department has done and provided you a refund of $134.33 USD.
That is the only amount we can provide.
Thank you for allowing Auto Europe to address your billing concerns. We sincerely apologize that we were unable to obtain a more favorable outcome on your behalf.
Best Regards,
*********************
Completed Rentals Manager
Auto Europe
************
Email: *****************************************
Reservations:**************Initial Complaint
Date:03/28/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried to make a car reservation with AutoEurope on Sunday, March 26th, for a car rental at *************** on Wednesday March 29th. As is normal with AutoEurope they did not immediately confirm the reservation but usually it takes up to a couple of hours to confirm (they refer to this as a quotation). On the morning of March 27th I called their **************** line and was told that it was taking a little longer because I requested a car with automatic transmission but I would have a confirmation by the afternoon. At about 3pm local (5pm Eastern) I called back and was told the same thing but that I would have a confirmation by this morning (the 28th). I still had nothing this morning so called them at 10am Eastern and they said that they were still working on it. However, as I am leaving for the airport in a couple of hours I asked them to cancel the quotation and I made a reservation with another company. They said that they would cancel. However, they called me back a few minutes later saying that they would cancel the quotation but that they would charge me $75 for canceling within 48 hours. Since I never had a confirmed reservation I suggested that they should not charge me this but this request fell on deaf ears. Therefore, I am filing a complaint with the BBB to address this. The AutoEurope quotation number was US6081323.Business Response
Date: 03/31/2023
Dear ****************,
Thank you for bringing your concerns on voucher US ******* to our attention.
Please note we have cancelled the voucher in full, refunding $781.82 USD. This will be refunded to the credit card applied to our booking,which is a MasterCard ending in ****9580.
Thank you for allowing Auto Europe to assist you in this matter.
Best Regards,
*********************
Completed Rentals Manager
Auto Europe
Email: *****************************************
Reservations:**************Customer Answer
Date: 03/31/2023
[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,
*********************Initial Complaint
Date:01/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We prepaid a rental through AutoEurope for a car in ******. When we got to the counter, we were told they cant rent us a car because we didnt have an international drivers license. They said they told us but the disclaimer is written in a way that is very difficult to read and is not remotely clear. We have rented in ****** many times without this driver license. They refused to transfer the voucher to another company there that WOULD rent us a car (even one that is in their network) - we had to rent another car from the company that is in their network, and were told they may refund the money after the rental period ended. They never did, and when I disputed the credit card charge, somehow it was put back on. I am extremely unhappy with their customer service and being charged for a car I never received. I also will never prepay anything if I can help it.Business Response
Date: 01/24/2023
Dear *******************,
Thank you for bringing your concerns on voucher US ******* to our attention.
Please note we have cancelled the voucher in full, refunding $2,476.80 USD. This will be refunded to the credit card applied to our booking, which is a **** ending in ****6484.
This should post in **** business days
Thank you.
Best Regards,(PWM) ****
Completed Rentals
Auto Europe
**************Initial Complaint
Date:12/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Auto Europe it is a joke, will give you a voucher and take your money, that all.No help no support. Arrived in ********* from ******* and my flight from ********* to ****** is conceal. Likely got on the next flight and arrived 4 hrs. later than schedule in ******.Have a voucher for car from Alamo rent a car. No car, no support and no MONEY !!!!Called Auto Europe and service rap. can't help!!!!No money, no car no help!!!!!!!!Daylight robbery, my phone doesn't work in ********* !!!!!!!!! you idiats.Please stay away from this people, Auto Europe, Alamo, Enterprise.Just go directly to car rental company and make your reservation.You get a voucher and think you saved some money????? No, they will get you one or the other way.Z. *****************************Business Response
Date: 01/03/2023
Dear BBB - Complaints,
Thank you for your recent email regarding the previous car rental reservation under voucher number 6025389.
Please note that we have opened a customer service file. A query will be sent to the rental car company in regards to this claim. As soon as we receive their response, we will contact you directly via email.
If you should have any further questions or concerns regarding this customer service file, please do not hesitate to call or email us at any time.
Best Regards,
*********************
Completed Rentals Manager
Auto Europe
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