Auto Europe, LLC

For our North American clients we often have an option for a basic rate or inclusive, depending on the country of rental. A 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.

It appears our client contacted us early this morning and we were able to beat the competitors rate and refund him the difference

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]

This was actually booked by a client from the UK on our UK website. Our office here in the US deals primarily with North American renters booking all over the world. We did contact the office in Europe who handles the reservations for UK/European clients. They informed us this was a...

last-minute request, it was entered, on the UK website a few hours prior to the requested pick-up time. They were unable to confirm the requested time and price and rental car company. As such, they confirmed this to him and did not charge for the reservation.  When the request was made, there was an authorization held on the credit card, in the amount of £62.32GBP.  We confirmed with [redacted] Paymenttech that this was released back to their account under reference # [redacted]. His issuing bank should be able to verify this for him

Ms. [redacted] made a booking, online, through Auto Europe for a 6 day rental car with Budget in St. Thomas.When she arrived at the Budget desk, she presented a drivers license which was due to expire 4 days into her 6 day rental.As she would not be driving the vehicle. legally, 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 2-3 business days.

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]

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

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 reservation. Please allow 2-3 business days for this to post

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

Mr. [redacted] booked himself, through our United Kingdom website, online and chose, from the many rental suppliers offered, [redacted]. He entered the dates and times himself, selecting a 10:00am pick up. Although it would appear his flight was not due to arrive into [redacted], Italy until 7:50pm....

 When making a reservation for a car rental the time entered is the time the car rental company expects the renter to pick up their vehicle. While most car companies allow a bit of time for delays, they will not hold the car indefinitely. If one believes they will not be able to pick up the vehicle at the time selected, we would always recommend one contacts us so that we may make the car rental company aware the renter still intends to pick-up the vehicle. We do disclose, on the UK website and the Auto Europe voucher, “Should you expect to be delayed for the pickup of the vehicle, you should also contact us to ensure your vehicle can be confirmed after the scheduled timing”. It is also in the terms for this reservation, that, “Auto Europe does not refund any unused days if the customer does not show up, shows up late or returns the vehicle early.” And also, “Un the case that your arrival is delayed, please ensure to inform Auto Europe so your booking can be modified accordingly”. Due to any possible misunderstanding Mr. [redacted] 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

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]. Please add your rejection comments below. I  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- 13.0 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 added. Super road assistance : isn't this included already? Extra PAI to insure passengers? There were no passengers with me but  it was added anyway. Was this needed? I know rental companies try to sell extra items, but I  find not appropriate that I was  charged $860.24 of extra insurance that included unnecessary items. The 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]

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]

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 amount. Typically,  a minimum of the amount of the deductible is
then blocked on the credit card, for the duration of the rental. This 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.

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]

We regret Mr. [redacted]’s disappointment. Regarding the shortened rental, as previously stated, the rate for 7 days, in this instance, is higher than the rate for 8 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 enough. We 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 2 credit cards, we have refunded down to an even lower category than that which he received. We 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 3490. This should post within the next 2-3 business days.

This issue has been resolved between our customer and our CEO. We have also updated our terms to provide clarification as to what rates we beat. We 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)."

We were not contacted by the client prior to his Revdex.com dispute.  Please note, while we regret any confusion regarding the necessity of a credit card with [redacted], as per the Terms & Conditions listed on the voucher,  while one can use a debit card to pay for their reservation through...

Auto Europe, debit cards are rarely accepted locally, and to please check with out agents at the time of reservation if you require this facility. In the meantime, we have contacted [redacted] and they have confirmed non use of the reservation to us.We have, therefore, refunded the prepayment, in full, to the credit card used to make the booking and this should post in 1-2 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 3-5 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.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 7/23/2015 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]