Europcar - All sort of extra charges not in quote

epicaricacy on 27/02/2014 - 10:43

Hi

I did a web quote and online booking for Europcar - see the following image: http://postimg.org/image/qn96puaq1/

I paid this amount when picking up the car at the airport - 6.30am Satruday Morning. The car was dropped off at 4am monday morning and the keys put in the key dropbox. Two days yes?

Now see the invoice: http://postimg.org/image/ymbxp1n5h/

This seems totally wrong to me. The quote said it included all fees and charges. They have now added on;

Vehicle Registration Recovery Fee (what the heck is that?) 17.85
Admin Fee 6.50
Premium Location Surcharge 44.20
CC Fee 5.22

Pretty sure three of those are fees, and the quote clearly states "Includes all fees and charges" The surcharge is a charge is it not?

Also, they charged me for three days, with a drop off time of 7.01am. Funnily enough I was on an aeroplane then. The keys had been dropped off in their key dropoff box at 4am

I have written to ask them to explain the extra fees. Has anyone else seen this kind of thing before?

Travel

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Europcar Australia
Europcar Australia

Comments

  • whodidthat on 27/02/2014 - 10:47

    If you get nowhere with them, and you did nothing "outside the original contract", then file a complaint with Office of Fair Trading.

  • Geewhizz on 27/02/2014 - 10:54
    -1

    The quote you got "includes all licenses and fees" as well as the credit card fee.

    I guess they hadn't planned on you taking a print screen.

    Rather than waiting for a reply to your query wanting an explanation of the charges, if you haven't already done so, simply send them your screen shot and ask for all those to be reimbursed immediately.

    What's the go with 'Premium Locatin Surcharge"? How ridiculous can they get?

  • Smulder on 27/02/2014 - 11:07
    +1

    All car rental companies that have a location within an airport charge a Premium Location Surcharge to pick up and drop off from the airport, this is not unusual at all. The only question is whether the original quote included this surcharge or not.

    It seems unfair that they charged you for 3 days. It is standard that if you drop the car off after hours they won't consider the car 'returned' until the opening time of the location you return it to. But according to their website the Sydney airport location opens at 6am, which would still be within the 2 days as you picked it up at 6:30am. They either opened an hour late that day, took an hour to get around to 'returning' your car in the system, or the hours online are wrong and it really opens at 7am? Either way it's a bit slack.

    Edit: I guess since you picked it up at 6:30am on a Saturday, it wouldn't make sense that the opening time is 7am on the following Monday.

    • Smulder on 27/02/2014 - 11:16

      Also, according to their FAQ you have 30 mins grace period after the end of your official return time before you are charged an extra day. It is quite convenient for them to 'return' your car exactly 31 mins late.

      ps: 597Kms is a fair effort in 2 days :)

      • epicaricacy on 27/02/2014 - 18:21

        Up to the Hunter Valley for 2 Bruce Springsteen concerts!!

  • geek001 on 27/02/2014 - 11:16

    I think you have a good case here. Europcar should pay you back without you having to go to OFT.

    I remember a few years back when I got a memo at work about Clarity in Pricing law coming into effect applying to among other businesses, rental car companies. I am sure you can dig up a link to an official government website on the internet.

    If they don't pay you back and you make a complaint, they could be subjected to fines under the Trade Practices Act.

  • humdingaling on 27/02/2014 - 12:08

    VRRF = Vehicle Registration Recovery Fee (VRRF) is a surcharge to recover the cost of registering a rental vehicle
    clearly a fee and should be include in your quote

    Premium location Surchage (PLS) = even though this is a surcharge, every company has this one though it is usually included in the quote

    which actual site did you book with?
    on europcar itself

    it clearly indicates
    Premium Location Surcharge
    Administration Fee
    GST included except on liability fees
    on the quote itself
    cc is a different section down the bottom

    **Edit.
    noticed the major sticking point is they just charged your 3 days instead of 2
    that is the majority of the extra you actually paid

  • Smulder on 27/02/2014 - 12:47
    +6

    Actually looking at it again, it would appear all those fees and charges were included in your original quote afterall.

    Your original quote was calculated as follows:

    Base rate $58.89 x 2 days = $118
    Less 5% Discount = -$6
    Vehicle Rego Recovery 2 days x $6 = $12
    Subtotal = $124
    Admin fee 5% on subtotal = $4
    Subtotal2 = $128
    Premium Location Fee 23% on Subtotal2 = $29
    Subtotal 3 = $158
    Credit Card Fee 1.5% on Subtotal3 = $2
    Subtotal4 = $160
    GST @ 10% = $16
    TOTAL = $176

    So all the Fees & surcharges were originally included, they just didn't list them individually as they have done in your final invoice.

    Unfortunately, as all the fees and charges are based either per day, or as a % ot the Subtotals, when you add a 3rd day they all go up:

    Base rate $58.89 x 3 days = $177
    Less 5% Discount = -$9
    Vehicle Rego Recovery 3 days x $6 = $18
    Subtotal = $186
    Admin fee 5% on subtotal = $6
    Subtotal2 = $192
    Premium Location Fee 23% on Subtotal2 = $44
    Subtotal 3 = $236
    Credit Card Fee 1.5% on Subtotal3 = $4
    Subtotal4 = $240
    GST @ 10% = $24
    TOTAL = $264

    So really, it comes down to your only argument is that they charged you for 3 days instead of 2.

    • Smulder on 27/02/2014 - 13:06

      Or in a less convoluted calculation:

      $176 for 2 days = $88 per day
      $88 x 3 days = $264 , which is what you were charged.

  • Amaris on 27/02/2014 - 14:20

    So the dispute is on the time of return. If they accept that you returned it before 7am they would charge what was quoted!

  • backpaqer on 28/02/2014 - 09:45

    So…did you pick it up at exactly 6:30am? What timestamp is on any documentation…maybe it was 6:32am ;)…when does the clock start ticking? From the moment you are handed the key or when you exit the car park…or…I've heard these guys can be dodgey and the excesses they post for their vehicles are way higher than most other rental companies…I hired an Audi 1.8T in QLD once - no dramas with that rental I must admit, but the spidey-senses were on full alert and of course took lots of photos of the car before I drove off in it.

    • epicaricacy on 03/03/2014 - 23:53

      documentations shows 6.30am!

  • JediJan on 28/02/2014 - 10:00

    I have used Europcar only once but have vowed never to use them again.
    Hired vehicle (from Surfers) which had clutch problems so pulled over 10 minutes down highway and called for assistance, replacement of vehicle.
    After much delay and several calls (as tow truck apparently under contract to return vehicle to pick up point but was told no room and must deliver to airport 1/2 hour away), we collected another vehicle from the airport. When I arrived home a week or two later my credit card was charged $700+ for burnt out clutch (ended up claiming on travel insurance.) Not only that my personal vehicle which was left with Europcar at Tullamarine had long scratches on front bumper bar, and of course they denied being at fault. Apart from being assured that all vehicles are 360o videoed before being parked there you apparently have no right (as a customer) to access that video. Never EVER again.

    • altomic on 09/03/2014 - 18:59
      +1

      I have used Europcar only once but have vowed never to use them again.

      we booked a car for our honeymoon. a friend was picking it up for us the morning of our wedding. we were getting married an hour away from the car depot. he was picking up the wedding bouquet at the same time. we had gone in person to the eurocar depot, asked them about our friend picking up the car. gave them all the details of our friend -name, D.O.B., etc and explained what was happening. they said that was fine and we paid.

      the morning of our wedding we get a call from our friend saying Eurocar wanted another $120. we were stuck -needed the car, needed the bouquet -had a million other things to worry about(e.g. returning overseas in a few day) we just paid them, but decided to post this scenerio pulic when warranted. never again Eurocar

      • humdingaling on 10/03/2014 - 13:15

        did you find out what the extra 120 was for?

        • altomic on 10/03/2014 - 20:36

          for the additional driver who was under 25. even though we had provided that information when we made the booking

  • felipe1982 on 01/03/2014 - 01:27

    I had a little issue with them. I called their store manager. And I called main customer service line. They were both helpful.

    First try to get what you want by being polite. It often works surprisingly well.

  • epicaricacy on 03/03/2014 - 23:52
    +5

    So I queried the charges; this wqs the response;

    "You have reserved the vehicle for a 2 day hire, however, you have been charged for three days rental for returning after 24 hour period."

    To which I replied:

    "But I returned within the two day period. The Vehicle was NOT returned at 7.01 as claimed, but prior to 6am.
    I was on a plane at the time it was claimed I turned it, and have photographs of the vehicle in the return bay that show it was around 4 am i returned it.
    This is clearly an erroneous charge and I would like it refunded, otherwise I will be making a chargeback via my credit card company."

    To which they replied:

    "Thank you for your email regarding your rental with Europcar.
    The refund for the additional day has now been processed. Please allow 3-5 business days for this to show in your account."

    Issue solved. Although I wonder how many people they try that with in the hope that no-one will check their credit card or query it. Seems sneaky and deliberate to me - that 1 minute past due time…. Car was due back at 6.30am. 30 minute grace until 7.00am. Car checked in at 7.01am……

    Hertz next time

    • backpaqer on 04/03/2014 - 10:13
      +1

      Good one!
      Meh…all car rental companies are the same…just look on any review site for car rental agencies and I guarantee that the reviews will be split 50/50 between absolute delight and absolute terror. You just need to know what games they play and how best to guard yourself against them!

    • Smulder on 06/03/2014 - 15:04

      Good news that you got it resolved!

      Hopefully The Boss was worth all the drama :)

  • eatwell365 on 29/04/2014 - 03:48
    +1

    ACCC or Department of Fair Trading must help the consumers.
    Investigate and regulate the car rental industry in Australia.
    Car Rental is likely to toxicate the Australian Tourism by ripping off the tourists (Australian or Overseas).

    I used to fly and hire cars multi times on a weekly basis.

    It is not an uncommon practice that car rental companies in Australia overcharge consumers with a long list of hidden fees. Customers are being ripped off by pre authorizing credit cards. Except Avis, most car rental companies do not provide receipt on return (even when ask). So not likely a customer (you) can disagree the actual cost on the spot. Additional charges will then come straight from your card (40% minimum is typical) without your agreement. You will only find out if you check your credit card statement. Invoice will not come automatically unless you ask or check online yourself.

    The worst In my experience (among Avis, Europcar, Hertz, Thrifty, Budget) was Europcar, especially in Brisbane domestic airport. Best is with Avis.

    If you are interested to listen to stories, I will post on a seperate post in forum. For example,

    1. how a hired Audi A5 convertible went missing in Brisbane Airport
    2. Extra $180 added to credit card for return One Day Early.

    Yes, no misprint - One day early. Quoted $278. Charged $460 for 3 Days Hire of a Toyota Corolla instead of 4.

  • eatwell365 on 29/04/2014 - 07:23
    +1

    Helpful link to ACCC for complaints.

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