Auto Europe, LLC

Due to a technical problem, the refund did not post - it was resubmitted and should appear on the credit card within the next 1-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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
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,
*** ***

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 #***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 *** *** location and not to every location in Ireland
Regards,
*** ***

Dr*** made a car rental reservation on our website, and selected an economy automatic vehicle with *** in Iceland for a day rental including collision and theft protection with a deductible of approximately 360,ISK. The rate did not cover damage as a result of
sand or ash storms - although this is something one can purchase locally, directly with the rental car company The rental car company, in this case, ***, will block a minimum of the deductible amount at check-out, on the credit card under the primary drivers name, which is presented when the customer signs the rental agreementThis provides the rental car company the security that they will be able to obtain the funds, should their vehicle be returned with new damage or should their vehicle be stolenThis is a standard in the rental car industry. This is disclosed under the terms and conditions when making the reservation as well as printed on the voucher. Dr*** was offered additional coverage locally, to lower the deductible and cover for such things as ash and sand damage as he states he did not have the funds available to be blocked by the car company According to the rental agreement which *** provided, he accepted and signed for these extrasAs such, they are maintaining their chargeAuto Europe does not receive these fees, they are offered and charged by the rental car company. Dr*** also rented a GPS unit, directly from Auto EuropeDr*** did not contact Auto Europe to advise of any difficulties he was experiencing so that we could assist at the timeOnce the unit was shipped back to us, it was determined to be a brand new unit and these were the first to use itThe maps were all in place, the unit updated and there was not determined to be any fault with the unit. As a gesture of goodwill, Auto Europe has refunded the cost of the GPS unit, in the amount of $47.00USD to the credit card used to prepay his Auto Europe reservationDue to any possible misunderstanding as to the financial responsibility when renting a vehicle, as an exception, Auto Europe has refunded the equivalent of the $251.30USD to the same credit cardPlease allow 2-business days for these to post

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

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,
*** ***

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

In this instance, we have made an exception and refunded the cancellation penalty of $75.00USD as a gesture of goodwillThis refund will post within the next 2-business days

We deeply regret Mr***'s inconvenience. Auto Europe has refunded $369.00USD to the *** 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 # ***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 *
13.5% Sales tax as of Booking Date: 03-Nov-2015.*
Liability Insurance for injuries or damages to persons orthings
outside the vehicle.*
Rental includes Collision Damage coverage Rental limitspotential
vehicle damage liability to deductible ofapproximately
EUR 3,000.00.*
Rental includes Theft Protection for the vehicleRentallimits
potential vehicle loss liability to deductible ofapproximately
EUR 3,000.00.* Unlimited
Mileage.Why the extra fees in Ireland???? My reviews will not be favorable regarding this outcome and my experience.Regards,
*** ***

We regret Mr***’s disappointment Regarding 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 website We 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 counter However, 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 fashion He did receive a downgrade from the reserved full sized automatic sedan to a standard automatic station wagon The monetary difference in category is not a large difference ($28.75USD), which we refunded when he contacted our customer service department on September 20th Due 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 $214.26USD After 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

We had been awaiting a response from ***, asking for an explanation as to why the reserved, confirmed vehicle was not available and only an upgraded vehicle presented, which did not suit the renter's travel plansWe did confirm with the renter and *** that they did drive the *** party from
the *** downtown location to the *** airport, but this understandably and regrettably caused a delay. We apologize for the inconvenience and the delay in a resolutionWe have refunded the $174.39USD to the credit card on record, a *** ending in ***. This should post in 2-business days

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,
*** ***

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

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,
*** ** ***

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,
*** ***

It appears when Mr*** arrived with his Auto Europe prepaid voucher, *** 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

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,
*** ***