Auto Europe, LLC

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 # ***
The company simply sent an email stating they are looking into the matter and have not offered any explination or resolution.Thank you,
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 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,
*** ***

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.

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 # *** The response is unacceptable, not refunding unused days is not customary Also, my other two concerns were not addressed at all
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,
*** ***

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

Ms*** 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

As previously advised, this was the first time our customer service department had been contacted, by Mr***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***, and confirmed per email

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

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

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? acknowledge the fact that I signed and Initialed the *** 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 *** 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?)*** 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,
*** ***
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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.? We DID NOT book our reservations through Auto Europe? We booked through *** *** and THEY booked through Auto EuropeIT IS NOT TRUE THAT AUTO EUROPE WAS NOT CONTACTED UNTIL AFTER THE FINAL RENTAL PERIOD.Per the copy of email history attached, we contacted *** *** agent Nora Pierce the day we arrived in Charlotte October 25, requesting resolutionI also called the agent and spoke to her personally and she asked us to hold off on filing a complaint with Revdex.com as she was sure that Auto Europe would make this right? We were hoping to obtain a resolution prior to our next destination (Orlando) but nothing came? I wrote to the agent at *** again on Oct 29/and her response dated Oct 29/stated she would let us know as soon as she heard anything back? I wrote her yet again on Oct 31/and she confirmed in her email dated Oct 31/that there had still been no response from Auto Europe and to proceed to our next destination and if we had the same problem to just do what we did in Charlotte? I wrote to the agent again on Nov 21/outlining the amounts and that we had been also been charged for a tank of gas? Although we originally expected to pay all taxes, I felt they also needed to reimburse us for that as well due to the great inconvenience this had causedI called a few times and finally ended up emailing the *** agent again on Dec 23/and still no response.? We did not read the contract at the airport because we were just simply exhausted and there was a line of people behind us - we felt rushed - we asked for clarity and were misleadWe trusted that the voucher Auto Europe provided would be honoured? But *** even refused to acknowledge the road side service promised on the voucher? Once again, WE WERE ADVISED BY THE PERSON AT EACH OF THE KIOSKS THAT THERE WAS NO INSURANCE OF ANY KIND ON EITHER VEHICLE - NOT EVEN THE BASIC LIABILITY OUTLINED ON THE VOUCHER This was very unethical since Auto Europe is now stating that there WAS ACTUALLY a basic amount of coverage.Also, regarding the fuel charges: IF WE AGREED TO PURCHASE A TANK OF GAS UPON PICKING UP THE CAR, THEN WHY WOULD WE HAVE STOPPED TO TOP THE TANK UP WITHIN FIVE MILES OF THE AIRPORT (RECEIPT PROVIDED TO AUTO EUROPE) AND SINCE WE DID TOP UP - HOW DOES THE CAR RENTAL AGENCY GET THAT THE TANK WASN'T FULL????? ? HOW DID WE GO THROUGH WORTH OF FUEL WHEN WE ONLY DROVE MILES ?????? The fact is that WE DID NOT agree to purchase a tank of fuel? The kiosk rep charged us for that and should never have? We furthermore DID IN FACT top the fuel up within miles of the airport - as instructed by the person at the kiosk?
Regards,
*** And *** ***
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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 # ***.?
? 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,
*** ***
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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'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

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? 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*** 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? *** ***

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 *** ending in ***Please allow 2-business days for this to post

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 *** 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