Complaints
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
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: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 EuropeInitial Complaint
Date:10/05/2022
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.
On 21-Aug-2022 purchased Auto Europe Voucher number US5994184-1 for $646.55 for 13 days rental of a Kia ****** or similar car to be picked up in ************************************** on 07-Sep-2022.On arrival, Auto Europe office rejected providing the car because "an international driver license requirement" beside the US valid driver license. Agent stated all money paid will be lost because it was to late to cancel. Alternatively, she said, rental can be done in ******** where the international license is not required and voucher will be applied to that rental. I called Auto Europe US and they confirmed and said i could go to HERTZ in ***** to get the rental.On arrival to *****, ********, on 13-Sep-2022, ***** said they had no information from Auto Europe and the type of car was not granted but that we had to rent a "higher" type, which we did. No money was received by ***** from Auto Europe, hence we had to pay the full new amount to HERTZ ($1054.33) including $400 from an "upscale" because the reserved vehicle was not available.On 13-Sep-2022 Auto Europe made a refund in the amount of $272.87. In summary, by doing business with Auto Europe LLC we have lost $373.68 + $400 + additional travel cost between cities and aggravations and leisure lost time.Finally I can assure that I was very naive making this reservation thru AutoEurope. My advise is to go directly to the real provider *************************** etc.).Auto Europe LLC is an elegant ripoff to travelers via internetBusiness Response
Date: 10/06/2022
Dear ************ ********* hope you are well. I am writing regarding your previous rental in ******** with Hertz through Auto Europe.
Please be advised Auto Europe has a customer service department for all past rental inquiries, charges, complaints, etc. I manage the department and can help on your recent complaint with the BBB.
We were not made aware of any troubles until you emailed yesterday which I did not receive a response on. *********n your complaint, it states ***** did not have the vehicle confirmed and the voucher was not paid. I can assure that was an error on ****** agent as the voucher was paid to ***** in September.
The car was confirmed for 18:00hrs on September 13th.It looks like you picked up at 14:06hrs. Did ***** advise you could wait for the car class reserved?
The final charge to Hertz was ****** EUR for an upgrade,and insurance. Before I open a file regarding the upgrade, did you want additional insurance? Below is an itemization to show the monetary value of each item.
VEHICLE UPGRADE ******
SUPER COVER: ******
LOCATION SURCHARGE: *****
SERV PORTAGENS/E-TOLL: *****
ROAD TAX: *****
WINDSCREEN INSURANCE: *****
VAT 163.44
TOTAL CHARGES ****** / $927.35 USD.
To conclude, I am seeking the answers on the below questions to further fight for your claim with Auto Europe and Hertz.
Did ***** advise you could wait for the car class reserved?
Did you want additional insurance?********* hope we can resolve the matter together and close the BBB file, as Auto Europe is your strongest advocator against Hertz ********.
Thank you kindly for your patience. I look forward to your response.
Best Regards,
*********************
Completed Rentals Manager
Auto Europe
************
Email: *****************************************
Reservations: **************Customer Answer
Date: 10/07/2022
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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,******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.