Auto Europe, LLC

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved.? Regards, [redacted] ***

For our North American clients we often have an option for a basic rate or inclusive, depending on the country of rentalA basic rate is usually less expensive and where the renter is taking on responsibility for the full value of the rental car in case of new damage or theft of the vehicle as many North American credit cards offer coverage through their benefits package.? An inclusive rate includes collision damage waiver and theft protection either with a deductible or a zero deductible.? We do disclose on the website, and the vouchers, that clients who choose a basic rate should check with their credit card company to make sure they have coverage.? Due to any possible misunderstanding as to the requirements when renting a car, especially in Europe, we have refunded the client as requested

We regret any misunderstanding, however, Ms [redacted] booked her reservation on our US websiteOne has an option to select their country of residenceHad she selected Australia, she would have been automatically directed to our Australian website, with terms & conditions specifically for Australian residentsShe would have also been quoted and paid in Australian dollars rather than US DollarsOur terms and local mandatory fees are disclosed on the website, as well as printed on the prepaid voucher.Due to any possible misunderstanding, and as a gesture of goodwill, when Ms [redacted] 's rental with [redacted] has ended, she can send in a copy of her [redacted] invoice, showing the local fees, and we will refund the equivalent of the premium location surcharge and the road feeShe should reference her Auto Europe voucher number, US [redacted] in the subject field and forward the invoice to: [redacted] m

This issue has been resolved between our customer and our CEOWe have also updated our terms to provide clarification as to what rates we beatWe have added, "Our Best Rate Guarantee applies when the lower rate that we’re comparing to is with a comparable ? car rental supplier with the same terms and conditions, inclusions, vehicle category, and the same itinerary (pick up and drop off locations, dates, and times)."?

We deeply regret Mr***'s inconvenience.? Auto Europe has refunded $369.00USD to the [redacted] ending in ***? This should post within the next 2-business days

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] This company offered to refund money to me by way of resolution of this complaint, but still has not done so On June, I received the below email, indicating that the money had been refunded and that it would take business days to reach my account It is now July and I still have not received it, despite me emailing the company to ask them to check that they had made payment Regards, [redacted]

As previously advised, this was the first? time our customer service department? had been contacted, by Mr [redacted] We sent the details he provided to Europcar to request compensation on his behalf.Europcar agreed this was not up to their standard, and have agreed to a $300.00USD refund which we have provided to Mr [redacted] , and confirmed per email

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy an issue and/or concern in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved.? I do believe, however, that the language of the exclusion should be improved as it appears to pertain only to the [redacted] location and not to every location in Ireland Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved.? Regards, [redacted]

Mr [redacted] had booked two reservations through Auto Europe, one day rental for a midsized automatic sedan in Charlotte, North Carolina with [redacted] / [redacted] from October – November, and one day rental for a midsized automatic sedan in Orlando, Florida with [redacted] / [redacted] from November – NovemberAuto Europe was not contacted until after the rental period ended on the second rentalWhen we were contacted, we were informed the renter’s maintained they had understood from the [redacted] / [redacted] desk agent in North Carolina, that there was no liability coverage included in their prepaid rateThis rate does include [redacted] / [redacted] ’s liability coverage, but, not their supplemental liability – this is clearly disclosed on the Auto Europe voucherThe renter’s then signed for an accepted supplemental liability coverage as well as uninsured motorist protection – both optional extras, and confirm they did not read the rental agreement they were signingAt the end of the rental, [redacted] / [redacted] maintained they returned the vehicle with less than a full tank, and also charge $14.99USD for refuelingOne week later, they picked up their reserved vehicle in Orlando, FloridaThey maintain they understood from this [redacted] / [redacted] desk agent, that there was no liability coverageThey then signed for an accepted supplemental liability and uninsured motorist protection, again, in FloridaThey kept the vehicle for the full reserved days, and had the benefits of these optional coverages, for the entire rental durationsOnce we were contacted, we contacted [redacted] / [redacted] and requested they review the client’s statements, and asked, based on their description, if they would agree to waive the optional extras and the fuelAt first, they maintained all charges, as the rental agreements were signedWe asked for a gesture of goodwill based on their written statements and for this to be reviewed by a [redacted] / [redacted] managerThey agreed, for the first rental, in North Carolina, to refund the optional extras ($166.20USD), but, not the fuel ($14.99USD) and not the mandatory local taxes which would typically be charged ($34.88)Auto Europe, as a gesture of goodwill, has refunded the $14.99USD – the equivalent of [redacted] / [redacted] ’s refueling feeThey agreed, for the second rental, in Orlando, to refund ½ the optional extras ($187.69USD) – but, not the full amount, as they had the benefit of these extras for their entire days, and the time to question these fees they were accepting would have been at check out, especially as they had experienced a similar situation a few days previouslyOf course, they did not refund the mandatory local taxes which would typically be charged ($101.09USD) and the other half of the accepted optional extras ($187.69USD)In this instance, as the renter’s signed and accepted the extras, had the benefits of these, and as we were not given the opportunity to mediate or assist by being contacted during the days and days they used their vehicles, we believe, in this instance, we have provided a good service and that any further refunds, or refunds for the prepaid reservations themselves, which were used a total of days as reserved, is not feasible

This was actually booked by a client from the UK on our UK websiteOur office here in the US deals primarily with North American renters booking all over the worldWe did contact the office in Europe who handles the reservations for UK/European clientsThey informed us this was a last-minute request, it was entered, on the UK website a few hours prior to the requested pitimeThey were unable to confirm the requested time and price and rental car companyAs such, they confirmed this to him and did not charge for the reservation When the request was made, there was an authorization held on the credit card, in the amount of £62.32GBP We confirmed with [redacted] Paymenttech that this was released back to their account under reference # [redacted] His issuing bank should be able to verify this for him

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy an issue and/or concern in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedI do believe, however, that the language of the exclusion should be improved as it appears to pertain only to the [redacted] location and not to every location in Ireland Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Re: Complaint ID: [redacted] This is to notify that we will be accepting the business’s response with the following comments which need to be duly noted: Although Auto Europe (AE) appears to take some responsibility for the situation in their last response, they still fail to acknowledge their role as a broker (business) in all of this, evident among other things, by their comment in the response: ‘due to the ***’s belief that AE is in some way responsible for these optional extras, .’ They provide the refund in their response but reason their responsibilities away by referring to their voucher information and rationalizing with explanations of same and the differences between levels of insurances AE states they ‘went to bat for the ***s’ but they failed to return, not one but several requests from the travel agent in a timely manner, leaving it to lapse for more than two months (now months)Only after Mrs [redacted] made a phone call to AE did they reconsider following the complaint up, since then allowing it to escalate to the Revdex.com level They failed greatly to acknowledge their responsibilities regarding lack of communications with their supplier and fell short of ensuring ‘their’ customer was satisfied and safe at the service level FACTS:· AE keeps referring to the voucher information but this is indeed very clear and was NEVER disputed by us· AE’s supplier, [redacted] desk reps (plus one manager) however each DISPUTED the information contained on the AE voucher by advising us There was absolutely NO INSURANCE COVERAGE There was absolutely NO ROADSIDE ASSISTANCE COVERAGE AT NO TIME WERE WE EVER ADVISED THAT THERE WAS BASIC (MINIMUM) INSURANCE ON EITHER VEHICHLE NOR WERE WE EVER ADVISED THAT WE HAD BASIC ROAD ASSISTANCE IN FACT when we showed the voucher to the reps referring to column that outlines what our rental includes – they EACH turned the computer screen toward me so I could see that there WAS NO SUCH COVERAGE for either insurance or roadside coverageAE as a broker – when they obtain a payment from me or my representative for a car rental service, are fully responsible for setting up a service for me as a customer that is whole, fair and safeThus free of deception We agree that no one except the customer is responsible for ‘optional extras’ as long as they are purchased on an ‘optional’ basis and not by disadvantage Clearly the ‘option’ is null and void when at the point of service we are (newly) advised that the supplier’s computer states something different than that of our AE voucher Options are gone at this point as we are now under tremendous pressure to minimize or diminish the deficiency and that burden should NEVER rest on the customer or place them in further deficiency Particularly in this case since the coverage in question (that outlined on the voucher) was denied at the point of service and we are now being told, was in fact in placeAs for the road service, we were advised there was NONE NOT basic NOT ANYTHING We were obviously lied to at the point of service because apparently per AE there was some basic coverage.I did mention that this was our vacationFurthermore, we drove both cars with (to the best of our knowledge) no road service support Lastly, it needs to be said that while AE is now refunding some of our money, their failure to take responsibility and follow up with this situation in a timely manner has caused us to have to use our interest generated savings to pay off the credit card amounts that were due in December Thank you to the Revdex.com for their support with all of this Regards, [redacted] And [redacted] ***

All car rental suppliers, all over the world, require the assurance that, should there be a loss to them, such as a loss in the value of the vehicle due to damage, or theft, that they have a way to recoup this They are entrusting the renter with their vehicle worth tens of thousands of dollarsThis assurance is provided to them in through the purchase of a collision and theft waiver which, essentially, ensures that the driver is waiving their responsibility in the event of damage or theft up to a certain deductible amountTypically, a minimum of the amount of the deductible is then blocked on the credit card, for the duration of the rentalThis is an international standard with rental cars.If the renter does not want to the entire deductible amount blocked on their credit card, there are typically additional products which one can purchase and sign for locally, to lower this amount, and to cover items not covered by standard CDW.That the local supplier will require a security deposit to be blocked on the primary driver's credit card, for the duration of the rental, is disclosed on both the website as well as printed on the voucher itself.Our client went on the Auto Europe website and selected these two reservations directly.In an effort to ensure that all clients are familiar with these terms, we do require clients booking online to check a box indicating that they have read and accept them We do regret any misunderstanding regarding the deposit and the local fees But, as one can see from the highlighted terms on both vouchers, we do disclose this information in several places and also offer a toll free telephone number to call Auto Europe for guidance and/or clarification

? ·? ? ? ? ? ? ? ? The rates included Liability Insurance for injuries of damages to persons or things outside the vehicle up to the state’s required minimum as well as standard Roadside Assistance ·? ? ? ? ? ? ? ? They were due to pay locally, any extras they opted for, any missing fuel, and local taxes (Concession Fee Recovery Fee - Vehicle Licensing Fee ?" Energy Fee ?" Customer Facility Charge & sales tax on any local fees) ·? ? ? ? ? ? ? ? The ***’s were not charged by [redacted] / [redacted] for Premium Roadside Assistance (also known as Roadsafe) ?" Roadside Assistance was included in the prepaid rateThere was no charge and therefore there is not a refund to come or an issue ·? ? ? ? ? ? ? ? The refueling charge from [redacted] / [redacted] was not for a full tank of fuel, rather, what they calculated was missing at returnAs previously advised, Auto Europe refunded the equivalent of the$14.99USD refueling charge made byAs Auto Europe has refunded this, on [redacted] / [redacted] ’s behalf, this is no longer an issue ·? ? ? ? ? ? ? ? The voucher terms clearly disclose that basic liability is included in the prepaid rate ?" but, not Supplemental Liability or Uninsured Motorist Protection - The rental agreements, which they signed with [redacted] / [redacted] , clearly indicate they were accepting Supplemental Liability and Uninsured Motorist Protection, both optional extras ·? ? ? ? ? ? ? ? We did go to bat for the ***s, and based on any misleading information, they may have received, from the desk agents, we were successful in disputing the Supplemental Liability Coverage & Uninsured Motorist Protection, accepted in North Carolina with [redacted] / [redacted] - they have been refunded for this, $166.20USD ?" The remaining $49.87USD related to their fuel charge and local taxes not included in the rateAs advised, Auto Europe refunded $of this, leaving a remaining amount for local taxes/fees of $34.88USD ·? ? ? ? ? ? ? ? We were successful in getting 50% of the Supplemental Liability Coverage, accepted in Orlando, with [redacted] / [redacted] refunded ?" They did not agree to a full refund as the renters had had a similar experience on their previous rental, and still signed for the Supplemental Liability Coverage & Uninsured Motorist Protection, and had the benefit of these extra, optional, products for the full daysBut, based on any misunderstanding, they agreed to refund 50% of this cost and had refunded $187.69USDThis leaves a remaining amount of $187.69USD for the other half of the coverage opted for, and $101.09USD in local taxes due to be paid locally, for a remaining amount of $288.78USD ·? ? ? ? ? ? ? ? Due to the ***’s belief that Auto Europe was in some way responsible for these optional extras, and due to our relationship with the travel agency through whom they booked, Auto Europe is refunding the equivalent of the remaining half of the Supplemental Liability and Uninsured Motorist Protections, in the amount of $187.69USD ·? ? ? ? ? ? ? ? To summarize ?" Once all refunds have posted, from Auto Europe and [redacted] the remaining charges for local fees will be $34.88USD for the North Carolina Rental under [redacted] and $101.09USD for the Orlando rental under [redacted]

? ? Dear Revdex.com? The above complaint was recorded as resolved following the businesses’ confirmation that a refund would be paid in fullThis was agreed on 20th July (see quote from their response below)I am yet to receive a refund from the businessPlease can you advise on typical timescales for refunds to be issued and what action I may need to take to ensure this is completed in a timely manner.? “Due to any possible misunderstanding Mr [redacted] had when entering his pick up time online, we have canceled his voucher in full and refunded the £124.56GBP to the credit card used to prepay his reservation”? Many thanks? [redacted] ***

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Mr [redacted] made a booking on the Auto Europe website, on the same day as he wished to pick up, with [redacted] France.He chose to book the smallest category on offer, a mini two door sedan with manual transmission at a rate of $110.40USD for daysThis was for a basic rate, which? included the cost of the rental days, fire insurance, liability and unlimited kms,? (It? did not include collision or theft protection).? All car rental companies, all over the world, require the assurance that, should there be a loss to them, such as a loss in the value of the vehicle due to damage, or theft, that they have a way to recoup this.? ? ? They are entrusting the renter with their vehicle worth thousands of dollars.? This assurance is provided to them through the signing of a form which in which the primary driver acknowledges that should there be new damage, or the vehicle is stolen, or even a complete loss of the vehicle, they agree to pay up to the full value of the vehicle, and a significantly higher authorization amount is blocked on the credit card, for the duration of the rentalIn? such cases, they are agreeing to pay for any loss to the supplier’s valuable commodity, the rental vehicleThat the local supplier will require a security deposit to be blocked on the primary driver's credit card, for the duration of the rental, is disclosed on both the website as well as printed on the voucher itself.Please note, two local fees which are excluded from the prepaid voucher price, are the location surcharge (for picking up at an airport or Rail Station location in France) and the daily road fee.? These are mandatory charges that Auto Europe is not authorized to bill to clients prior to the start of the actual rentalFor this reason, we list these items in the Terms and Conditions on our website and vouchers under "Rental Does Not Include".? These two items, charged by [redacted] , totaled €57.00Euro.They were also due to charge for the one way fee, for a piin Bordeaux and a return to ParisAlthough Mr [redacted] ended up returning to Nice, there would typically still be a fee for pick up in one location and a return to anotherIt seems [redacted] neglected to charge for the one way fee in this instance.We do regret hearing that Mr, [redacted] experienced any difficulties with the rental vehicle.? Auto Europe is available 24/and we have a toll free number for calling from France, printed on the voucher.? Unfortunately, it seems Mr [redacted] did not contact Auto Europe to request assistance or mediation.A few years ago, very reliable, inexpensive road-side speed monitoring camera systems were put on the market and set up all over Europe? These photograph car license plate, and record the speed and location of the car? If a vehicle is recorded causing an infraction, cameras will take a picture of the license plate and the photo is automatically sent back to a computer of the Municipal PoliceWhen the police download the pictures ?" they contact the owner of each vehicle, in this case, [redacted] The supplier, [redacted] , then determine who was in possession of the vehicle at the date and time of the infractionThe rental car company then forwards the address information to the authorities who in turn, will request payment from the renter.Rental car suppliers charge an administration fee each time they are contacted by the authorities.? This is part of their terms & conditions and is standard with most European car rental suppliers.? [redacted] France charges €30.00Euro per contact from the authoritiesPlease note, the administration fee is not for payment of the actual violation, the authorities contact each driver at the address the rental car company has provided, for them to pay or dispute the actual fines with details of the infraction itself.In an effort to ensure that all clients are familiar with these terms, we do require clients booking online to check a box indicating that they have read and accept them.? ? We do regret any misunderstanding regarding the deposit andthe local fees, and what happens when there are traffic infractions in France

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below.? I have attached one of the two vouchers that this complaint is pertaining to as a reference to the terms and conditions as well as the "your rental includes" and "your rental does not include"None of which explains the need for a credit card to hold at the amount of dollars and dollars for the other rental, nor does it say anything about the need for additional insurance fees of euros or usdThere is a misrepresentation of services and fees and when you as a travelor are in Ireland there is no other option than to pay!!!!!! Poor business dealings and certainly not ethical to gauge customers that way.So if the rental includes the [redacted] 13.5% Sales tax as of Booking Date: 03-Nov-[redacted] Liability Insurance for injuries or damages to persons orthings outside the vehicle[redacted] Rental includes Collision Damage coverage Rental limitspotential vehicle damage liability to deductible ofapproximately EUR 3,[redacted] Rental includes Theft Protection for the vehicleRentallimits potential vehicle loss liability to deductible ofapproximately EUR 3,[redacted] Unlimited Mileage.Why the extra fees in Ireland????? My reviews will not be favorable regarding this outcome and my experience.Regards, [redacted] ? ?