I've rented from various companies multiple times, but this was my first and very unpleasant experience with Europcar. First, the counter staff was quite indifferent. Second, despite having fully paid and purchased the super comprehensive insurance via Zuzuche, and having additional travel insurance that covers overseas self-driving, Europcar still tried to push their insurance on us. They initially refused to acknowledge our booking, and only after persistent negotiation did they relent. This already left a bad impression. Third, they pre-charged NZD 200 on my credit card for fuel, which they promised to refund if the car was returned with a full tank. This was acceptable. However, a couple of days later, they charged another NZD 200 without any explanation, causing confusion. Given our ongoing trip and a similar unresolved situation with a friend in Europe, our trust in Europcar was already low. We contacted Zuzuche's after-sales service, who responded quickly. After uploading a screenshot of the deduction, we received a refund roughly equivalent to NZD 200 the next day, albeit with some exchange rate loss. Fortunately, it was a minor loss. The main issue wasn't the money but the unauthorized, unjustified charges, which are unlawful. We appreciate Zuzuche's prompt and effective service, which helped resolve the first incorrect charge despite limited communication options abroad. However, the initial NZD 200 taken at the counter hasn't been refunded yet. We returned the car with a full tank and even confirmed with the Europcar counter, who assured us it would be refunded within 10 business days, pending the bank's process. We are still waiting, hoping there won’t be any further issues.

The accounting is unclear, there are arbitrary charges, and no explanations are provided to customers. The store's staff works inefficiently, makes calculation errors, and wasted a lot of our time. Now it’s been four days since the car was returned and we’ve already returned home, but the refund issue is still unresolved.

I purchased the super insurance on QEEQ, but I still had to buy insurance at the counter, and it was mandatory.

Car is relatively new and in good condition. Tyres were in good condition too, which is important due to the long drive.

pricing was a little confusing. but the price check works. should have helped saved a little; assuming I get pass the line items for the charges.

Excellent service.