Auto Europe, LLC

Ms [redacted] made a reservation for a day car rental with [redacted] , over the telephone with an Auto Europe agentWe listened to the telephone call and the agent did advise of the price and informed her there was an airport fee of €due to be paid locally and a road fee of €per day with a max, of €33.00Euro as well as an environmental fee, (as we were reserving an automatic transmission vehicle) in the amount of €8.00per day with a maximum of €Ms [redacted] wrote these fees down and mentioned this the next day when she telephoned us again.The agent asked if she wanted to add CDW and Theft Protection to the reservation to which she responded she was covered by her credit cardThe agent did ask, for clarity if they would cover her for a day rental to which she instantly replied, "yes"It would appear the card would not provide coverage for more than daysEuropcar informed her they needed to purchase CDW and Theft protection from Europcar if they were not coveredThe [redacted] 's declined to take this and were therefore denied the rental carUnfortunately, Auto Europe was not contacted from the rental desk, where we could have had an opportunity to mediate and provide clarification, but were contacted by the client's when they had left Nice.We have been successful in getting Europcar to agree not to bill Auto Europe for the prepaid reservationAs such, we have refunded the $2,204.11USD to the credit card used to prepay the reservation

We looked into this issue more deeply as the information we had was contrary to the client's allegation that our voucher terms & conditions, which we sent once the booking was made.Our IT department was able to determine that the voucher we sent to this client disclosed that this supplier's rate they selected came with limited kilometers and disclosed the additional km (per km) fee which would be assessed by [redacted] Italy.They were also able to determine that our voucher was altered two days after the booking, not by ourselves or anyone in our company, and the type of computer used to alter it.We can provide proof of this if necessary,As Auto Europe delivered that which we promised, and disclosed eventual fees, we do not agree to a refund.Thank you

The promised refund of $70.75USD left our accounts on June 26, to the credit card used to prepay her booking, an [redacted] ending in ***.? She may wish to contact her issuing bank? to verifyThe refund receipt is attached

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 belowI acknowledge the fact that I signed and Initialed the [redacted] car rental agreement in FCO Rome, but my concern is that my prepaid Auto Europe rental agreement was not honored ,it already included insurance and in Rome I presented the Voucher and asked information on how to close the deductibles from Auto Europe for zero responsibility.I know this was not going to be cheap but I would have expected to pay in accordance to what [redacted] regularly advertises on line for in the range of $ 10.0- per day.($260)?The amount of insurance I have been charged instead is $ 860.24? They included Travel partner ? This was never activated it ,and I still don't know why was addedSuper road assistance : isn't this included already? Extra PAI to insure passengers? There were no passengers with me but it was added anywayWas this needed? I know rental companies try to sell extra items, but I find not appropriate that I was charged $of extra insurance that included unnecessary itemsThe amount of insurance is more expensive than the actual cost of car rental?($492.26?) [redacted] customer service international says that It is an Auto Europe issue but I did not get a reply from Auto Europe customer service manager regarding this experience.The bill should be credited for unnecessary insurances but I want to be fair also and I should pay the amount that closes the deductibles.Hope to hear from you soonRegards, [redacted]

As van reservations are typically not refundable in the summer due to high demand, we had originally refunded 50% of the rental cost.Due to our mutual client's loyalty with out company and any possible misunderstanding, and in light of the difficult circumstances which our client and his family are experiencing, we are refunding the remaining $645.97USD to the credit card on record.This should post in 2-business days

We regret Mr [redacted] ’s disappointmentRegarding the shortened rental, as previously stated, the rate for days, in this instance, is higher than the rate for days This can be verified on the Auto Europe websiteWe do disclose, in the Terms & Conditions both on the Auto Europe website and on the voucher, that the particular reserved category necessitates presenting two credit cards at the counterHowever, we do agree the placement is not prominent enoughWe appreciate this being brought to our attention and continue to work on providing all necessary information in a more transparent fashionHe did receive a downgrade from the reserved full sized automatic sedan to a standard automatic station wagonThe monetary difference in category is not a large difference ($28.75USD), which we refunded when he contacted our customer service department on September 20thDue to the poor placement of the disclosure regarding the need for credit cards, we have refunded down to an even lower category than that which he receivedWe have processed an additional refund in the amount of $214.26USDAfter investigating with the GPS department, we have also now refunded the GPS cost, in full, in the amount of $69.00USD to the Mastercard 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The company simply sent an email stating they are looking into the matter and have not offered any explination or resolution.Thank you, 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 packageAn inclusive rate includes collision damage waiver and theft protection either with a deductible or a zero deductibleWe 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 coverageDue to any possible misunderstanding as to the requirements when renting a car, especially in Europe, we have refunded the client as requested

It appears when Mr [redacted] arrived with his Auto Europe prepaid voucher, [redacted] wanted to add on some chargesWe are unclear as to what charges these wereHowever, we opened a file and verified the reservation was not usedThe prepayment, in the amount of $88.61USD was refunded to the credit card, This should post within 1-business days

? The company could avoid future problems? by making it clear in their terms and conditions? that the product they sell does not cover all the fees the rental company may impose as a result of damage.? They could also reduce customer frustration by processing claims quicker.? A two month wait doesn't generate goodwill.? Regards, [redacted] ***

While the local fees due to be paid locally are disclosed, prior to payment being applied on our website, as well as printed on the Auto Europe voucher and on the rental agreement they sign with the car company, as a gesture of goodwill, Auto Europe has refunded the credit card used to pay for the reservation, a [redacted] ending in ***.? Please allow 2-business days to post

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] ? ?

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.I would however like to clarify a point AutoEurope claims we never contacted them prior to filing this complaint Both my travel agent and I contacted them in an effort to resolve the issue On 7/23/I received and email back from them refusing to refund the charges They list a reference number from my original complaint as 2015/07/21- [redacted] .If AutoEurope would have dealt with this issue professionally from my original contact there never would have been a complaint filed with the Revdex.com.I have received the credit as indicated and consider the matter closed 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] The response is unacceptable, not refunding unused days is not customary Also, my other two concerns were not addressed at all Regards, [redacted]

Ms [redacted] made a booking, online, through Auto Europe for a day rental car with Budget in StThomas.When she arrived at the Budget desk, she presented a drivers license which was due to expire days into her day rental.As she would not be driving the vehiclelegally, for these days, Budget refused to rent to her, this would be standard with most rental car companies.Typically, there is no refund if the renter does not provide all necessary documentation (in this case a driving license, valid for the rental duration) or does not meet the car rental company's requirements to rent a vehicle.This is disclosed both on the Auto Europe website, when making the booking, as well as printed on the voucher itself.In this instance, we have made an exception and refunded the prepayment of $393.36USD, in full This should post in 2-business days

Auto Europe's deductible Waiver Program is one which we will reimburse up to the maximum deductible charged.This is noted on the Auto Europe website as well as printed on the voucher itself.The damage administration fee is not part of the deductible.In light of any possible misunderstanding, Auto Europe has refunded the $50.25USD to the credit card on file, a Visa ending in 7967.This should post within the next 3-business days

For [redacted] Ireland reservations, we list on the prepaid voucher which is sent to our clients upon payment and confirmation of the reservation, under, "Your Rental Excludes" on page one, "Location surcharge of approximately EURO or EUR at the [redacted] location, paid locally"This is how we display, and inform our customers of any mandatory fees due to be paid locally Please find a copy of the Auto Europe voucher, attached, for reference.We regret any misunderstanding regarding this exclusionAs a gesture of goodwill, Auto Europe has refunded $41.02USD to the credit card used to prepay this reservation, a [redacted] ending in *** Please allow 2-business days for this to post

Although Auto Europe does not benefit from any fees charged locally by the car rental company, in the interest of good customer service, we have refunded $513.00USD to the credit card used to pay us for the rental, a [redacted] ending in ***. Please allow 2-3 business days for this to post.

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 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] ***