Auto Europe, LLC

For *** 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 *** *** *** 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 *** ending in ***.? Please allow 2-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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.?
Regards,
*** ***

?
·? ? ? ? ? ? ? ?
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
***/*** 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 ***/*** 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 ***/***’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
***/***, 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 ***/*** - 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 ***/*** 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 *** *** the remaining charges for local fees will be
$34.88USD for the North Carolina Rental under ** *** and $101.09USD for the
Orlando rental under ** ***

? 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,
*** ***

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. We DID NOT book our reservations through Auto Europe.  We booked through [redacted] 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 [redacted] agent Nora Pierce the day we arrived in Charlotte October 25, 2015 requesting resolution. I 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 [redacted] again on Oct 29/15 and her response dated Oct 29/15 stated she would let us know as soon as she heard anything back.  I wrote her yet again on Oct 31/15 and she confirmed in her email dated Oct 31/15 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 21/15 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 caused. I called a few times and finally ended up emailing the [redacted] agent again on Dec 23/15 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 mislead. We trusted that the voucher Auto Europe provided would be honoured.  But [redacted] 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 60.00 WORTH OF FUEL WHEN WE ONLY DROVE 45 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 5 miles of the airport - as instructed by the person at the kiosk.  
Regards,
[redacted] And [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: 1.       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 [redacted]’s belief that AE is in some way responsible for these optional extras, ….’ 2.       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. 3.       AE  states they ‘went to bat for the [redacted]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 3 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.   4.       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 (2 plus one manager) however each DISPUTED the information contained on the AE voucher by advising us1.       There was absolutely NO INSURANCE COVERAGE2.       There was absolutely NO ROADSIDE ASSISTANCE COVERAGE3.       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.4.       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 coverage. AE 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 safe. Thus 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 place. As 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 vacation. Furthermore, 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 2015.  Thank you to the Revdex.com for their support with all of this.      
Regards,
[redacted] And [redacted]

Ms. [redacted] made a reservation for a 47 day car rental with [redacted], over the telephone with an Auto Europe agent. We listened to the telephone call and the agent did advise of the price and informed her there was an airport fee of €40.80 due to be paid locally and a road fee of €3.30 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 €48.00. 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 card. The agent did ask, for clarity if they would cover her for a 47 day rental to which she instantly replied, "yes"It would appear the card would not provide coverage for more than 31 days. Europcar informed her they needed to purchase CDW and Theft protection from Europcar if they were not covered. The [redacted]'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 reservation. As such, we have refunded the $2,204.11USD to the credit card used to prepay the reservation

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]

Our client paid Auto Europe $282.15USD for a 6 day car rental reservation of a compact automatic vehicle, with [redacted], in [redacted], France.When making the reservation, the client has the opportunity to give the name of their choice, as primary driver, so that we may confirm this with the car rental...

company, in this case, [redacted].Our client gave her name as the primary driver - the first time any other name was mentioned, to us, was when we were contacted, after the rental.She was billed, by [redacted], a total of €223.26Euro for the airport pick-up fee, road and environmental fees, and for two items opted for locally, a full tank option and an additional driver.According to all of [redacted]'s records, the car received was that in the category booked, a compact automatic sedan, the [redacted]We did take this to [redacted] and mediated on the renter's behalf due to their maintaining there was a long waiting time at check-out and waiting for a [redacted] agent to assist in showing them how the vehicle functioned, and that they received little to no assistance in this respect.[redacted] agreed, by way of compensation, to waive the full tank option charge, and have refunded the €61.00Euro charge to the credit card presented locally

We will look into this further with [redacted].  The only information in their system, and our system, shows the primary driver as the name of the travel agent, and an additional driver signed on under the name of Beth Bankler.  We will contact you as soon as we receive further information

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 2-3 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 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 22 June, I received the below email, indicating that the money had been refunded and that it would take 3 business days to reach my account.  It is now 2 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]

Mr. [redacted] made a reservation, online, for a compact 4 doormanual vehicle with air conditioning through [redacted] for a pick up in [redacted],[redacted] and a drop off in [redacted], [redacted] from 01 July – 14 July for a rateof the rental cost itself of $333.75USD.As soon as our reservationists received his...

reservation,they verified the amount he would be billed for the international one way fee (picking up in one country andreturning to another) which would be charged locally by [redacted], in the amount of€175.00Euro plus taxes , removed his credit card information from the record,for his security, and sent him an email advising of this local cost, advisingif he wished to proceed to agree and resubmit payment on our website, so thatwe could confirm his reservation.Auto Europe sent him an additional 4 emails, between 30April – 11 June, requesting he add payment, so that we would be able to confirmhis reservation with [redacted].  Our recordsdo not show he contacted us until 30 June, the day before pick up, when he attemptedto apply payment online.Due to an increase in fraud, we have systems set in place,for extra security when it is a last minute booking.  In this instance, the payment was applied wasbeing applied hours before the requested pick up time.Our reservations agent requested information to confirm hewas, indeed the cardholder. It seems at this point, Mr. [redacted] may have already beentraveling at this point.When we were contacted per telephone, on the day of pick up,the next day, 01 July, [redacted] could not confirm the same day reservation.As such, we were able to confirm with [redacted] at a rate of $370.80USD- $37.05USD more than his original quotation with [redacted] – with a one way feedue locally, in the amount of €150.00Euro + taxes .  According to [redacted]’s system, Mr. [redacted] was upgraded, atno additional cost, from the reserved compact sedan to an intermediate stationwagon and had the vehicle for the entire reserved period.The only billing from [redacted], to Mr. [redacted]’ credit cardwas for the child seat and the one way fee, totaling €252.54Euro.As a gesture of goodwill, and due to any possiblemisunderstandings, Auto Europe has refunded the difference between the [redacted]voucher quotation and the [redacted] voucher reservation, in the amount of $37.05USDto the credit card on record.  Thisshould post in 2-3 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 30 or EUR 50 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 exclusion. As a gesture of goodwill, Auto Europe has refunded $41.02USD to the credit card used to prepay this reservation, a [redacted] ending in [redacted].  Please allow 2-3 business days for this to post.

It appears when Mr. [redacted] arrived with his Auto Europe prepaid voucher, [redacted] wanted to add on some charges. We are unclear as to what charges these were. However, we opened a file and verified the reservation was not used. The prepayment, in the amount of $88.61USD was refunded to the credit...

card,  This should post within 1-2 business days.

Mr. [redacted] had booked two reservations through Auto Europe, one 7 day rental for a midsized automatic sedan in Charlotte, North Carolina with [redacted]/[redacted] from 25 October – 01 November, 2015 and one 16 day rental for a midsized automatic sedan in Orlando, Florida with [redacted]/[redacted] from 01 November...

– 17 November. Auto Europe was not contacted until after the rental period ended on the second rental. When 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 rate. This rate does include [redacted]/[redacted]’s liability coverage, but, not their supplemental liability – this is clearly disclosed on the Auto Europe voucher. The 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 signing. At the end of the rental, [redacted]/[redacted] maintained they returned the vehicle with less than a full tank, and also charge $14.99USD for refueling. One week later, they picked up their reserved vehicle in Orlando, Florida. They maintain they understood from this [redacted]/[redacted] desk agent, that there was no liability coverage. They then signed for an accepted supplemental liability and uninsured motorist protection, again, in Florida. They kept the vehicle for the full 16 reserved days, and had the benefits of these optional coverages, for the entire rental durations. Once 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 fuel. At first, they maintained all charges, as the rental agreements were signed. We asked for a gesture of goodwill based on their written statements and for this to be reviewed by a [redacted]/[redacted] manager. They 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 fee. They 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 16 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 previously. Of 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 7 days and 16 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 23 days as reserved, is not feasible.

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]

While we do try to make all local fees as clear as possible, during the booking process, as well as once one received their voucher, in this instance, we can see where this may have been overlooked.As such, as a gesture of goodwill, we have refunded the prepaid voucher price, in full, in the amount...

of $49.03USD.  This should process within the next 1-2 days.We appreciate this feedback and will strive to improve the terminology and transparency.