“All great except having to deal with europ car customer care centre in philipines.”
About Europcar:9.0/10
Call centre staffed in Philippines - no idea of local operation in Brisbane or vehicles etc... reluctant to transfer to local office.
Call centre advised that desk would be open til midnight as my flight was delayed. However internaltional desk was not staffed and had to go all the way to domestic terminal to collect car which added over 60mins. Wish I was told this could happen in advance.
I booked a Mitsubishi ASX but received a Chery instead, which was still quite new. Although I was initially very dissatisfied, they replied that it was a similar car of the same category. QEEQ mentioned that I could go to Europcar to exchange it, but I decided to keep it since there might not be a similar car available. Chery's model isn't available in my country, and the new car was quite pleasant to drive, making my month in Brisbane enjoyable. Europcar didn't push insurance on me; I requested full coverage myself. It turned out to be the right decision because I scuffed the front left side, and the final settlement didn't cost me anything—it would have been very expensive to repair it myself. The final bill was settled about two weeks after returning the car. Europcar is a big company, very efficient, and the cars are new. Nice.
I rented a Ford but received an old Isuzu. The staff did not inform me or guide me to inspect the car before having me sign a document stating the car was in good condition. Having rented cars many times in Australia, I trusted this chain and later realized it was a big mistake. The rental process went smoothly, but a few days after returning the car, I received an email claiming I had scratched the car. I asked for photos of the car in good condition at the time of rental, but they said none were taken and that it's the customer's responsibility to confirm the car's condition. I was shocked, as other rental companies always provide detailed photos of the car during pickup. It seems here that once a customer is misled into signing, they can blame any damage on the customer? They charged 4600 for a 4cm scratch. Fortunately, I had full insurance, but it took a month to get reimbursed. I've rented cars many times in the US, Europe, and Japan, and this is the first time I've had such a terrible experience with an Australian rental company.
1. The store overcharged with no explanation, and the issue has not been resolved. 2. A week after returning the car, the store emailed me claiming I hadn't returned the car, and threatened to call the police.
Pick up and drop was quick and easy. Car was new and perfect for our trip, opted for a larger SUV so that we had a bit more comfort and was super happy with the price and glad we made that choice.
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