HEATHROW AIRPORT CAR RENTAL REVIEWS

Queued for nearly half an hour. They strongly pushed insurance on us. Since it was our first time driving in the UK, we were a bit worried, so we ended up paying more than three times the price for it... Later, we realized it was completely unnecessary, as UK drivers are very courteous. Just be careful and you really don't need the insurance.

They kept pushing us to rent more expensive cars.

Staff were slow and inefficient, even when there were 20 people waiting to rent a car. They threatened to force us to buy their full insurance by saying there would be no assistance otherwise. They charged the card without explaining the amount and were unwilling to explain why they needed to pre-authorize £1250. Their attitude was very unfriendly.

Very unprofessional

The only regret is that even though we had already purchased full insurance in our country, which included scratch coverage, the counter insisted that it wasn't valid, saying there was no coverage below £1000. This made us very uneasy and confused throughout the trip.

The location is just a bit remote.

The waiting time was relatively short.

Rude attitude

It's advisable to buy car insurance when you rent the car, as it is more expensive if you purchase it upon picking up the car in London. Also, it's not recommended to buy fuel when picking up the car (80 pounds) unless you are only driving in London, as fuel is cheaper outside of London.

Great experience, picking up and returning the car was very convenient, and the service was excellent! We left something in the car and they quickly helped us find it with a phone call!

Waiting in line to get the car wasn't a problem, but when I said I didn't want to buy collision damage insurance, their attitude turned a bit sour. They kept persuading us to buy various extras, which we didn't appreciate.

There were only three groups of customers ahead of me, but I waited for over 30 minutes. One was due to a computer error by the rental company that tried to add insurance to the customer's bill. The other two groups couldn't communicate well due to language barriers. Another reason was that selling insurance took a long time. By the time it was my turn, I had lost my patience and didn't check the terms carefully.

The rental company strongly pushed other premium models and insurance. I mentioned I already had insurance and would not purchase more. After I declined, they switched the Mercedes to an Audi and claimed that without upgrading there would be no navigation (although the Audi did have navigation). I had seen the Mercedes model when I arrived, but the company insisted it was unavailable. The service experience was not good. Fortunately, the Audi A5 was in good condition, so I didn't pursue the matter further.

Average

They wrongfully charged for a full tank of gas even though I returned the car with a full tank. The inspector marked 'full' on the fuel gauge, but I was still charged an extra £150. The car was great, and both pickup and drop-off went smoothly, plus I got a free upgrade to a Mercedes. However, the final billing was very disappointing.

Europcar forced a downgrade. I returned on the 1st, and it's now the 19th with still no resolution. When I discovered an issue at pickup, they treated us differently, saying you rented through a third party, and we didn't receive your payment, so Europcar can't handle it.

The service completely lacked business ethics. They arbitrarily increased the price and disregarded the booking contract. During the payment process, I was charged multiple times. This was an extremely poor rental experience.

Backstab! Renting the car was fine, returning it was also fine. But after returning home, my credit card was suddenly charged £60 for cleaning. Actually, thanks to my children growing up, this was the cleanest car we've rented abroad so far, just needed a little cleaning. Complaining to the rental company got me a vague photo. If they found it dirty, they should have pointed it out and charged the cleaning fee at that time, I wouldn't have argued. They should provide proof when making accusations. It feels like small car rental companies lure you in and backstab you later.

The company seriously lacks an accident handling mechanism for international customers and is irresponsible! After an accident, they don't provide a replacement vehicle or a refund. I don't know what kind of unreasonable terms these are! Absolutely no sense of service.

I booked a Mercedes, but they gave me an Audi, claiming it was the same type. When I asked for the Mercedes I booked, Hertz said I'd need to pay more! Isn't your claim of 'same type' contradictory?