Auto Europe, LLC

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Auto Europe is a tour operatorWe have rates with a variety of rental car companies all over the worldWe receive specially negotiated rates at a discounted price that we are able to offer to our customers based on our contracts with the car rental companies.In this case, there is no refund for
unused daysThis is disclosed on our website as well as printed on the voucher.Often, 1&&day rates are the same when making your booking, or & & day rates are the same.Most often, one will see the longer the reserved period, the less the daily rate.Even so, in this case, our day rates are slightly less than our day ratesThis is part of our agreement with this car company in this country.Were you to go online and enter future dates, for examples, November to November, the rate with Europcar Italy with the Zero deductible would be a few cents less than if you enter November to November.As we are being billed in full, for the reserved time period, by the rental car company, ther is no refund for an unused day

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

Ms*** made a reservation for a day car rental with ***, 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 *** 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 ***'s declined to take this and were therefore denied the rental car. Unfortunately, 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 regret any misunderstanding, however, Ms*** 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***'s rental with *** has ended, she can send in a copy of her *** 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 *** in the subject field and forward the invoice to: ***m

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

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)."

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

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 # ***Please add your rejection comments below. I hardly think that the Euros refund which we received is sufficient in terms of our complaints and I would like to refute some of your statements.Yes, the car was originally in my name, I made the reservations since I am a travel agent. But when we got to *** we gave the agent *** *** credit card (which we had used all along) and also ***'s driver's license. I have booked cars in my name numerous times, but my travel companion has always been the sole driver and we have always only been charged for one driver. We made it very clear to the agent at Nice that only *** would be driving and that I have not driven a car for years. We should not have to pay for a second driver. I never touched the wheel.Even if a *** *** is the class of car we asked for, that is utterly besides the point. Your same incompetent agent told us we had a small car and we went up to find an SUV. If she had told us she had "Upgraded" us to a larger car, this could have been taken care of on the spot. But *** had to go back down to get the car changed after she assured us we had a small car that we would be very happy with. She just wanted to get rid of us and delayed us further.I can hardly see how Europe Car can consider Euros fair compensation for a hours wait in a hot and dirty garage on the first day of our vacation. I am sorry that AutoEurope has had to get involved because I have always known them to be a reputable company. But from research I have done on the Internet I can see that *** does not have the same reputation. There is no excuse for having one employee working when the car company next door had over doing the same job, and the employee working for *** seemingly was in hiding. If AutoEurope is going to represent *** they have to be prepared to answer for their mistakes and pay the consequences
Regards,
*** ***

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

Dear Revdex.com
I have reviewed the response submitted by the business and am happy to accept the business' offer to refund the additional EUR I paid, to resolve my complaint #*** I have attached the statement of charges showing payment of this amount I understand that by choosing to accept the business response that my complaint will be closed as resolved. I would like it noted however that I believe that burying these additional fees in a tab that is separate to the tab that contains local fees and charges (when these are supposedly local fees and charges) is misleading and deceptive Rather than try to get away with this sort of behaviour on its country websites that allow it, perhaps it should consider a best practice approach and be more transparent in its pricing in the same way that it has to in Australia, particularly if it wishes to live up to its claim of being "a name you can trust".
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Mr*** made a reservation, online for a car rental through us with Europcar Italy for a passenger van 12-June He was provided a voucher with all of the information including contact information for both Auto Europe and EuropcarUnfortunately, Auto Europe was never contacted
until July, through our credit card disputes department when he disputed our entire prepayment through his credit card companyThe next time we heard from Mr*** was yesterday when we received his email in our customer service email poolAs we have now been contacted we will open a customer service file and present the information to Europcar with a request for compensation and /or an explanation as to what happened in Italy in June We have also asked Mr*** for further detailsAs soon as we receive the additional details from Mr*** we will send this to Europcar and contact Mr*** per email with their resolution/explanation

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 *** ending in ***. Please allow 2-business days to post

Mr*** is completely correctThis was, unfortunately, not handled at all well and we are also truly appalled once the entire investigation was carried outWe have contacted Mr*** directly to apologize and provide compensation and a clear path of communication

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 dollars. This 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

We do not have any record of having been provided flight informationIn any case, to bring this matter to a resolution, we have refunded a total of $115.92CAD to the credit card used to prepay the reservationPlease allow 2-business days for this to post