Issue time frame, when we got to the counter we found out that they gave out our rental to someone else do to the time of plan take off and arrival, person at the counter apologized for the mistake and told us, because of the mistake we are going to upgrade for free. now when we got home and the bill came in. it was $ 1500.00 more that original. email customer service and was told "I appreciate that you state that the lack of explanation caused you to be misled, however ultimately, it would be the your responsibility to check that you have read and understood the terms of the agreement before signing it, and not to sign documents that you disagree with." no price was told.... beware there customer service is horrible. read more

Absolutely dishonest business, avoid - I rented based on options in a travel book and I wish I would have explored these online reviews first. We were tricked into buying an expensive upgrade by lies about road conditions in the highlands and the insistence that we needed a bigger car for our own safety on these difficult roads. Quite the opposite, my original choice of car would have served us much better. The roads were NOT as described by the dishonest employee, not even close. Aside from the lies meant to scare us into a bigger automatic car, the 70% discount was not applied correctly (unless the price of a daily rental magically jumped 100% that day). Again, lies about how their cars regularly rent for £250/day but I can't find anything that expensive on their website, even for the busy tourist season. When I brought these issues and the general rudeness to customer service via email, I was summarily dismissed. The excuse? No one was there to witness the verbal exchange (so my account is not to be believed). If you are forced to use this company, video record all of your interactions so you have proof of mistreatment and dishonest tactics. read more

Do NOT use this company if you are hiring in Norther Ireland and wish to travel into the Republic. All the car hire companies apply a cross border fee - most around £25. However Europcar charged me £133. I had already paid for the car hire in advance, and this was applied when I picked up the fees. On return, I found out how extortiionate the fee is compared to other cpmpanies but got nowhere read more

The rented me an MG only to find that the alarm on the MG never stops going off. All night. All day. When we rang they pretended they had no idea what the issue was and that we needed to take it to a garage. Two days later when the garage opened they said to take it back to Europcar. At this point I found several people online complaining about the alarm on MGs from Europcar. At Europcar they pretended to not have any knowledge of this issue until is showed the other people online with the same complaint. They then admitted it's an issue when their geo tracker on the MG. They disabled it and I had no more issues. When it returned the car (to a different office) they said people complain all the time and that the company doesn't do anything about it. They know the MG will set off an alarm 24 hours a day and still rent them out and each time pretend to have no idea why!!! read more

Made a reservation online a month in advance (LONDON KENNINGTON) only to get there (from the USA) and find out that it was cancelled without notifying me of such cancellation. Since I needed the car, I was forced to reserve at a higher price on the spot ($300 dollars more to be exact) They refused to refund the difference between my original reservation and the new one. Same with customer support online. All requests were denied despite this being an error on their behalf. This company is a total scam. Never will be renting from them again. read more

DO NOT RENT FROM THIS COMPANY!!! They are scamming everyone on tire damage. I watched the man before me arguing over tire damage, and then the rep taking in my car did the same thing to me on tires that were at least 20,000 miles old. I had even mentioned that the tires were near the end of their useful life, and after everything checked out the rep walked up to the front left tire and said a mar on the sidewall was damage. I am certain that tire never touched a curb, and said so. THEY ARE RIPPING OFF EVERYONE! read more

Just imagine you get off your early transatlantic flight to be crowded in to a tiny room with loads of people waiting to be assisted. Then you get called to the front to say the car you reserved is only manual, when your whole goal was just to have a compact car. So you're forced to upgrade, and you rent the car for 4 days but bring it back on day 3 with nearly the whole day remaining, just to be told they do not credit you back even though your plans change. So instead of spending $307 that makes sense, something you'd spend in the US, you just spent $833 Literally go ANYWHERE else. read more

Alert!!!!!!! They are scammers!!!! DO NOT USE THEM. If you don't get the insurance with them, they will claim car damage not done by you and will take money from your bank account without letting you know! If you confront them, they will just say that the damage wasn't there before the rental, with no evidence whatsoever. I had to leave the car in the designated parking lot at night. They don't even provide evidence that the car was not damaged by someone else overnight nor prove that the damage was not in the previous rental damage report. read more

Fraud at Europcar. Europcar Lisbon airport added exstras to the contract inspite of the fact that i clearly did not agree to these extras, offered at the desk. They took advantage of the fact that nobody really reads the contract and people trust the contract to contain what was agreed. They ask you to sign on the screen without showing you the contract and then, when they give you the paper,  they rush you to go get the car. When you return the car you find out that you are charged 270Euro extra for full coverage that you already purchased from RentalCover and for road assistance you rejected. You talk to the guy on the desk, he offers you the extras, you refuse, but the extras are within the contract. Fraud by definision. read more

Avoid. First, the office closes at 5pm on the weekends, which for a capital city office is pathetic. Second, do not attempt to call the office - after 20+ tries I could not get through. And the head office in the UK is also useless when it comes to helping with customer issues. Will not be using this firm again in future. read more

Do not use Europcar. I am not the first person to have been scammed and they will do nothing about it. I booked and paid for everything online for a short trip as I was travelling with my baby. When I got to the desk I declined all the extras offered. Holding a hungry and tired baby I didn't read the small print on the contract, as I had clearly stated I didn't want any changes. When I returned, they had charged me as much as the original booking for roadside assistance and two types of insurance. Customer service did nothing as my signature is on the form. This is an ongoing scam. Do not use this company. read more

At the Edinburgh Airport. I did not ask for an upgrade. I did: 1) Pay Europcar in good faith more than 2 months prior to needing the car; 2) Speak to a customer service rep, in person, on the morning we were to pick up the car and said that we would not need the car until the next day, but did say I could take the keys and pick it up the next day. I was told that would not be necessary; 3) Not ask for an upgrade, but was told I was getting put in an SUV; 4) Understand when the agent told me the only additional charge would be if I returned the car with the tank not full; 5) Understand the agent to say that I would be credited for the day we did not use the car. When we returned home to the USA, I had been charged for the upgrade and had not been credited for the day we did not use the car. I contacted the company and was told all charges would be maintained. Do not believe this company. They lie. read more

EMPATHY - the ability to understand and share the feelings of another. My entire career was based in customer service and we used "empathy" when making customer service decisions. That is not the case with Europcar, they have none. Upon arriving in Scotland, we picked up our rental car at Europcar. We were not ten miles from the airport when a tire popped and we had to pull to the side of the road. I called the number as instructed by the service rep. A report was taken, a reference number given and I was told 1.5 to 2 hours wait time. At 2.5 hours I made my second call and spoke to Hailey, who said someone would call me back very soon. At 3.5 hours I made my third call and spoke to Gavin, who said it was sent for help, but no one was responding. He gave me another number, which I called four times and it rang 50 times before ending the call with no answer. At 5 hours I called the first number again and spoke to Steven, who told me I was calling the wrong number and that he showed no log of my calls, he could not find any report for me, and the reference number I gave him was not one for them, but he would look into it. By this time I was literally in tears. I asked what the police emergency number was, which Steven gave me, but he added that they wouldn't come out for a break down. We did not know what to do, we were stranded and no one was coming to help us. Finally, my husband flagged down a car and a kind man gave us a ride back to the airport. Wendy, the customer service manager, was kind and understanding. She apologized, upgraded our car, and said there would be no charge for fuel upon return or for the tire. She then asked us to stay and wait until someone could go with us to find the car we had left, which we did. Although it wasn't necessary as the repair truck was there when we arrived. The repair man said he had never received a call to come out. Both my husband and I had to relieve ourselves on the side of a busy highway. We had no food or drink since early that morning. We missed our first tour and did not arrive to our hotel until nearly midnight. I spent a total of 124 minutes, at $1 per minute, on the phone for a total of $124.00 in charges. That is how we spent our first six hours in Scotland, stranded on the road, no help in sight, hungry, afraid and helpless. Upon our return, I wrote to Europcar and reiterated the above. I expressed my thanks for Wendy's kind service. However, I wrote that given all of the circumstances, I was now requesting a full refund, which I still believe in my heart should have been given as a show of empathy for our harrowing experience. The reply from Europcar was they would be willing to reimburse for the phone calls, but since we kept and used the replacement car, they were "unable" to process a refund. As a customer service supervisor, I know that is not the case. Of course they could have given us a full refund. I had even held off my online reviews, truly believing my request would be granted. It was not unreasonable and it would have been a way to show that Europcar was a superior service company. I highly discourage anyone from using Europcar when traveling, all of the American companies are there too, which I will be sure to use in the future. read more

Beware!!! check over the car very carefully including the tires. Bring a flash light if necessary. If you don't you could be charged for damage to the car on return. It's their word against yours. They made me pay for a new tire for a one inch crack that was not possible to see by the naked eye in a dark car park. The tire was perfectly good. What a scam and their customer service is terrible. read more

Picking up the car killed an hour and a half of our morning, which was supposed to be spent driving north. There were a total of 4 cars being picked up including us, and two people behind desks serving them, for a check-out rate of 45 minutes per car. When we finally got to the desk, the customer service person could not find the reservation. After asking a manger, they finally started the checkout process with us. Given the fact that we paid around $300 for a two day one-way car rental, this was not money well spent. Never again. read more

Worst car rental experience EVER I've been renting over thirty five years, on four continents, and Europcar is the worst, by a long stretch. Start with the rental process; I spent an hour and a half of my life that I'll never get back in their queue at Waverly Station - glad it was September and not January. There were three employees inside working orders and at twenty-thirty minutes per rental you could see it was a slow, inefficient process; I still got out faster than some if you read the other reviews. Oh, and some folks would walk up and get taken inside immediately; guess in the kingdom where they wrote 'Animal Farm' all animals are equal, but some animals are more equal than others. It was almost a relief to get to the front of the line only to be told that they do not honor American Express cardmember provided insurance and you had no option but to purchase theirs. So, got the car and was finally off for three days before returning it. On return I waited for the attendant and asked for my inspection and paperwork and was told "Oh we'll email all that". Imagine my surprise a week later when a claim for damages showed up in my inbox; if you look at some of their other reviews you'll see they run this scam. A month later I finally got the proof I'd asked for; a scratch across a hubcap?!?!?! Long story short; I go to Europe twice a year on business and WILL NEVER RENT FROM EUROPCAR AGAIN. read more

They confirmed a reservation online for a time the store wasn't open. After waiting an hour for the store, I learned they'd cancelled it. No cars available. read more

We were leery of renting here after reading reviews. However, we had no problems. The man at the counter in Waverley was very nice. He of course tried to sell us a bunch of extra insurance, but then he wouldn't be doing his job if he didn't. Part of the joys of renting a car... Anyway, the only trouble we had was finding the super secret road to get back to the station's parking garage while returning the car. But that's mainly just poor planning on our part. We should've made sure we understood the route before attempting to return the car after dark during the Fringe festival's fireworks sendoff! 4 stars because the location, while convenient to get to via bus or train, is not convenient as a driver in a large foreign city. read more

Great experience renting from Europcar. Check in was fast and staff were super courteous. The car was low miles and well maintained. Return was super easy ( once we found Waverly due to some road construction and general befuddlement on our part). read more

THIS APPLIES TO THE EDIMBURGH WAVERLY TRAIN STATION OFFICE Terrible service, totally overwhelmed agents, they also make a point to move as slow as possible. About 1 1/2 hours of lines to finally getting your car. Avoid it like the plague and you will be happier. read more

DO NOT rent from this branch - it is a huge scam! They will not provide you with the opportunity to inspect your vehicle before you sign your agreement. They claim it is because it "wastes about 20 minutes." We needed to argue with them for a while to be able to do so, and when we did find damage they were visibly annoyed. We also were not given keys to inspect the inside of the vehicle. We were also not informed that the car already had a GPS, so they made us pay an additional fee for a GPS we didn't actual need. Finally, we were charged double the number of days for a young driver fee (which amounts to roughly 25% extra in charges) after returning the vehicle. This occurred even though we prepaid for our vehicle when we reserved it prior to our trip. After calling customer service, we were informed that there is nothing they can do and we have to wait a week in order to determine whether or not they will provide us with compensation for their error. Not worth the seeming low initial prices, since they will find a way to charge you for additional/erroneous fees. We also watched another patron get hit with an "oh the price just changed" by an additional 100 pounds when he was trying to pay. Stay away if you can! read more

The wait was a bit long but once we got to Laura at the front desk she was fantastic. She went above and beyond to make sure we had a great experience with your company. read more

Do not ever use this company to rent a car. My flight from NY to London was cheaper than renting their basic car for two day. They also charged my card serval times, costing me over thousand dollars, which takes 5-10 business days to see the refund in your account. They will charge you a 250 GBP deposit which Masha, the customer service rep will tell you it's just a hold and promises you that it is not actually charged to your account. Then all of a sudden you get an alert that your car for two days was almost 1,000 USD (including that deposit). Of course this doesn't even count the other charges they put on my card. Also, the GPS didn't work so I am still waiting for that refund to come through. Do yourself a favor and use any other rental service and never use this company. Worst service, experience overall! read more

Don't use this Rental car company. I've used all the big ones and small ones and this one charges you an extra $40 if you have any tickets (parking or otherwise) as a non-negotiable administration fee. Even if you disagree with the ticket. Not only that, it took my almost a half hour to find their location because the office was no where near where the cars were. read more

Awful. We reserved an automatic and when we arrived they didn't have any in stock. Had us take all our luggage out of the station and on the tram an hour to the airport. We lost several hours of our short trip because of this. The lied to us about the fuel charge when we returned the car and overcharged us £30. Unreal. read more

A nightmare from start to.... it's not over yet. Avoid like the plague. Scam artists, thieves, liars: not a reputable company. - Paid through a broker to get what I thought was a good deal (just over 210GBP). Picked up car after no sleep on an overnight flight and was told I'd have to pay 600GBP for insurance as I'd happened to make the booking in the US (even though I'm a UK citizen, on a UK driving licence, using a UK credit card). Already I feel like I'm being mugged, and this pretty much ruins Christmas as I then have no money for presents. But I have no choice but to pay, literally; otherwise I've lost my money, and my phone doesn't work to be able to call people (specifically my elderly mother who is waiting for me at the train station); also my whole Christmas planning is predicated on being able to rent a car. - Go to pick up car - it's in dirty condition, nobody is around to help. And this is (as I'll later find out, because I didn't know yet, a 'prime location'). - There appears to be damage on the vehicle, but it's not clear as the vehicle is also dirty. This is the first time I ever rent a car, and I'm on my own. I go to find someone, he says, in effect, 'oh it'll be fine' and doesn't make a note. - I drive off, then promptly get stuck in the streets in the middle of Edinburgh because no one showed me how to use the reverse gear on a Fiat 500 and this is the first time I've ever driven one (it's not intuitive - you have to lift and pull the gearstick! I had no idea and held up half the city. Quite stressful on no sleep.) - Fuel cap on the petrol tank didn't screw on properly and seal. Was this dangerous? I have no idea. Neither did they when I called to tell them and they said they'd 'make a note'. - I bring the car back to be told there's new damage on the back bumper that I'll have to pay for. I dispute this- I think the damage was already there. And hey - I paid all that money for insurance, right?? Oh wait... of course it doesn't cover it. - I get an invoice sent from nowhere, telling me I owe them for all sorts of c**p which was never explained to me. Nothing to do with the damage - apparently Edinburgh airport is a 'prime location' so there's a fee for that (even though I received zero customer service and was never told this). - Get this: they charged an EXTRA DAY on my rental because I was 1 HOUR EARLY arriving at the desk to pick up the car. At no point was I warned about this, as I would obviously have waited another hour. - I paid that invoice and now I really wish I hadn't. At this point it's starting to feel less like I'm being mugged and rather like something more serious is being done to me. - The 250 GBP 'blocked' on my credit card never appears as a transaction, but it does exist enough to attract interest charges from my credit card company. I pay 250 on my card... and of course Europcar never return the 250 to me, as well as just merrily taking money off for damage that I don't agree I did. (And I have excess insurance, so I would say so if it was me.) - All in all, they try to take almost 1000GBP from me for a rental that was supposed to be 210GBP. "Customer services" insofar as they can be called this rather than "protect Europcar's income bouncers" barely respond to my emails, and on the phone are incorrigible. They made me cry, quite a lot. This has been a total nightmare and continues to be, as I dispute the charges. I've had a lot of sleepless nights over this, affecting my work and my health. And not only that, but if customer services had just made the concession and said, OK, there have been some issues here, let's let X and Y go, I would have said thanks, I'll hire with you again, and they would have had more business from me. Instead, I am writing to literally everyone I know telling them never to rent with Europcar, so for the sake of a few hundred quid they have lost thousands of pounds of business. read more

This is the worse place ever!! Terrible service. Soooo slow. We will end up waiting over 3 hours. The transporter didn't show up because of an accident. Now, the cars are here, but they're not taking people based on their reservation time. They handed out coffees, so then you have to use the toilet and lose your place in line. This place is terrible!!! I don't know what they're doing to Check people in, but they must be signing their lives away given how long this is taking. read more

This company will take your money any way they can. They would not allow us to use our car insurance that we had purchased through Kayak booking. Then they charged us for a 1cm scuff to tire. We had to pay for tire and an administration fee. Ridiculous slap in the face to their clients. read more

I saw all the bad reviews but still ended up going to this location because of my family and return train at this station. This location probably has the worst people particularly the manager (the guy in specs who doesn't have a clue about customer service). They did not have the car that I reserved and charged me $1200 for deposit because I declined their insurance. I travel worldwide and have seen many countries and rented cars and none of the places charged me such high cost for a deposit. Usually it is about 200 dollars. This guy was rude and made sure I wanted to cancel the reservation. They probably ran out of cars and this is one of their ways to make the customer cancel it without them having to do so. I ended up waiting for over 2 hours but without any kind words and left the place. I had my family wait at the station and got a car from the airport for literally half the price that I had for europcar. I don't know about europcar in general but this location sucks! It certainly needs some training on customer service and people here should learn how to be kind and may be smile if they know how to do it. read more

The gentleman who worked behind the counter on the day I arrived was named Iain. Being a foreigner, I was a bit nervous about renting and driving in a foreign country. Iain calmed my nerves down and turned it into a pleasant experience for me. We chatted a bit about my specific car needs and, without rapid firing a bunch of questions at me, he was able to extract my rental needs from a conversation. Impressive. He was pleasant and new his product and it's availability quite well. I ended up with the exact vehicle I needed and was swiftly on my way. The vehicle was clean and neat and performed well. Thank you Iain! read more

Costumer Service - Nightmare I rented a car in Edinburgh using an online broker where I also purchased an insurance to cover all damges to the rental car. When I arrived at the Waverly Station Office the Europcar employee present told me that he can see all of my booking and that I have not purchased any insurance at all. Even after I told him that I was sure that I purchased one online to cover all damages he assured me that,as he can see everything about me booking on his computer, I have no extra insurance. Trusting him I told him that my intent was to get protection for everything that is related to car issues. He offered me their Premium Protection, which was exactly the same insurance I had already purchased online with the broker and he assured me that I have not. Telling me that it will cover everything car related. He also added that I can insure personal and baggage damages but I told him that this I already have insured and need protection for only car issues. As he assured that the Premium Protection would do this I purchased the $68 insurance. During the rental period the car key was unfortunately lost and after Europcar decided that it was impossible to send the spare key from England to Scotland the car had to be recovered and sent to the next Europcar station. I was informed that none of this was covered by the Premium Protection that a purchased. When I reached out to the branch I got the car from I was told that this would have been covered by the personal and baggage damages insurance although this is was not mentioned to me or is stated in their terms & conditions. After several research I found another insurance (assistance plus) that would have covered this but nobody mentioned this at all. In conclusion, after trusting the Europcar employee on-site I have been sold the same insurance twice which in the end did not cover anything at all that I asked him to get protection for. After trying to talk to Europcar about this issue I have been redirected from one person to the other, who all tell me different things and in the end the only thing I could do was sending a written complaint. This is not how the trust of costumers should be dealt with. read more

We rented our car in Glasgow airport. The girl at the counter was uppity, pushy, snooty, cocky and very unfriendly. We had pre-booked a car for 9 days through TUI but needed an upgrade. This service girl gave us the worst experience ever. And on return of the vehicle the the person checking the vehicle discovered a tiny scratche at the rear pumper - 280 BP! I strongly advise everyone who want to rent a car not to go to Eurocar. read more

My wife and I arrived at Edinburgh Waverley station, having not been there before, and tried to find the Europcar office. The directions for this had been provided to us by our booking agent and proved to be wholly inadequate and inaccurate. Directions at the station were very poor and we had to ask several station staff before we found someone who told us that your office was on platform 2. After a long journey from Hornchurch in Essex we were now rather exhausted and this experience was becoming a bit of a nightmare. Once at the office we were offered considerable help by your manger and the young woman behind the customer counter. We then had to haul all our luggage back across the station to find where the Europcar cars are parked. We were very grateful that your office manager on platform 2 provided us with a luggage trolley to do this with. We were initially offered a car with a list of damage including a broken rear fog light, but after I expressed my concern about this I was offered, by your manager, a brand new car (Vauxhall Astra). That I was very pleased with. I strongly suggest that you inform all your booking agents that all they have to tell your clients is that they will find the Europcar office on platform 2 at Waverley station. That would have made it so much less stressful for us. When I returned the car, after a long journey from Kenmore in Perthshire I was desperate for a toilet, but there was none available at the Europcar car park building so more stress at the railway station and I had to urinate down a drain in the car parking area. Better Europcar signage at the station to the office on platform 2 would be helpful and a customer toilet at the carparking area as well please." read more