Europcar Cambridge

I want to give zero rating.. You book online, pay the amount and go to the pick up location. But reception lady rejects to give you the car saying as I have less than one year UK license. The problem is such policies are not even shown or highlighted when online booking. The kind of response we get from the reception desk is insane and total unprofessional. And at the end the lady jokes to come after one year to hire the car from them. And FYI I have multiple license across different countries and I am driving from past 15+ years.. drove more than 300k miles so far across different countries. I have no idea what kind of business model EuroCar has. All the best to them. I shouldn't have wasted my time on such rental company. There are better choices available (like Enterprise, Hertz) and they are more profession in renting a car with a right business model.

Total joke. Booked a van weeks before to clear my dads lockup at weekend. Get call at about 5pm the evening before to say the van has broken down and they will have to swap for smaller one. Guy on phone was trying to be helpful but didn’t seem interested at all. Had to repeat everything three times. For example I’m when I asked the size difference he replied “it’s just the size”. So helpful! I had to go “I don’t know what size a is!?”. Spent about 30-40 minutes trying to sort it out. They couldn’t tell me when the van would be available. So now I’m sitting here 1 hour fifteen after supposed delivery time, wondering if it will come. I was told they would call me today, have not received a call. Sounded like there was a party going on in the background during the phone call last night. They helped me resolve it, but didn’t give a s**t.

Avoid like the plague!

Two short-term rentals over the last year, and counter service has always been polite and efficient. Some times there is a bit of a queue, which entails a wait. Cars have been relatively new to very new, and all worked well. Emailed invoice has been variable: received it once, and didn't receive it another time. Can't comment on damage charges, because I almost always take the comprehensive insurance.

Yet another farce of an experience with europecar. I said I'd never use them again after last time where I left a car back with a brimming tank 1 mile from a fuel and still got charged for fuel and you made it so difficult to challenge I gave up. I stupidly went to give them another try. Bad mistake. I booked a small SUV for extra room for my wife, daughter and luggage. I got a absolutely clapped out, scrapped, dented, and the bonnet was out of shape so it had had been hit and not repaired. It was also a Ford Foxus, clearly less than i ordered. The man at check in told me to literally throw away my licence out as it was outdated ( it's a northern Ireland one so it was valid). Next the car which was in awful shape, dents on every panel, and literally went into a limp mode during my journey. I had to point out several dents and bashes that were unrecorded. When I went to leave it back, the operator pointed out an additional dent which I know wasn't my fault because my wife was with the car all day. I argued so strongly it wasn't me because I knew it wasn't. He argued it was such a large dent I couldn't have missed it at pick up, but I must have because it was in such awful condition. Eventually he agreed to look at previous photos in case it was there previously. I haven't heard anything so I hope he realised it was there previously, but if they try to contact me I will fight it all the way. My question is how several big dents and bashes that I was told I couldn't miss were not recorded on your system. What an awful awful experience.
Now they have contacted me about the damage to the vehicle that I supposedly did. Will fight this all the way.
I have never in my life dealt with a worse company . Do yourself a favour and stay as far from them as you possibly can.

Excellent car, and a lovely man who served us at the collection desk, but very poor customer service from the call centre. Deposit not refunded correctly, added charges and a lack of care when you talk to people in the call centre. I returned this car with no damage and a full tank of fuel and have been charged for refuelling, despite it being filled to the point that the petrol pump clicked off! They refunded £70 out of £250 with no explanation why. I have a complaint ongoing regarding this. What a bunch of cowboys. Avoid! I will not use you again.

Awful. I booked a car 5 days ago to be delivered to my house. An hour before the due delivery time they rang and told me that I would need to go to their office to pay a deposit before they would deliver it. Hopeless....I'm guessing they simply didn't want to deliver the car. When I got there I cancelled the car. I'll never use them again.

We hired a car in August and had booked to return it on bank holiday Monday. When we collected the car the guy said he would be there to take it from us on return, however the branch was closed as he had forgotten to tell us they are not open on bank holiday! As a result Amy the manager approved a refund of £60 which was due back on our card within 10 working days. We still have not received this and have even received a copy of the invoice in the post showing the £60 credit! Customer services have said our complaint (from 31st August) is still an open case therefore they can’t refund it yet. we were told complaints are responded to within 5 days which is clearly not true as it’s now been c.2 months. We are at our whits end with customer services and doubt we will ever see our £60 again - not even sure why the case is still open as we were merely expressing our dissatisfaction with the service received and were not looking for anything to be done on the back of the complaint. I would avoid using them unless you have loads of time available to call customer services!!!!

Without doubt the worst customer experience I have ever had. Rented me a car with a leaky radiator, which broke down after 25miles. Left me on the side of the road for 7hrs in -5C and were still unable to fix the car, only to repeat the process the following day. I lost 16hrs of a weekend at home to trying to deal with their incompetence. Do not hire from this place.

[To update based in the below response from europcar - I contacted customer service, who refused to refund me despite the car clearly not being fit for purpose]