Don't Use Europcar- Returned Car after 5 Days Based on Agent's Advice - Lost $383

LKrod on 15/03/2022 - 09:54
Last edited 15/03/2022 - 12:48 by 1 other user

We hired and pre-paid for a people mover (new Ford Transit) from Sydney Airport. We had the booking for 6 days given we were going to need the vehicle 3-4 hours over the 5th day. We were NOT provided with the Ford Transit, rather an old Toyota that had extensive panel damage. We were told if we wanted the Ford we have to wait over 30 minutes and it wouldn't fit in the pickup area! Further, the agent stated that if we retuned the car sooner (i.e. in 5 days) we could get a refund.
So, we changed our plans to get the vehicle back within the 5 day window…and thought it a good suggestion (by the agent) as we would save $383.

After several phone calls, and email of complaint, we were simply told that the T&Cs ion prepaid rentals are a use it or lose it basis.

So you know, I think the law in Australia is on our side based on a couple of important things:

  1. A thing called Detrimental Reliance - the Europcar employee (yes I did provide the name to Europcar) explicitly told me that, if we returned that car by a certain time, we would only be charged for five days. I relied on this statement and modified my holidays plans in order to achieve that promised outcome.

    Specifically, we changed the time we had planned to return to the airport in order to meet the deadline outlined by the agent. This change in behaviour constitutes detrimental reliance on the agent's promise, and as this person an agent of Europcar, equitably binds Europcar to fulfil his promise—in spite of any written contractual terms.

  2. Oral Variation - The agent's promise is an oral variation of our written agreement, which therefore forms a part of our legally binding contract.

So, I recommend you chose other more customer centric car rental firms whose employees can be trusted. Avoid Europcar.

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Comments

  • oscargamer on 15/03/2022 - 10:04
    +15

    I'm sure you will find that most other car hire places are just as shonky.

    • Chandler on 15/03/2022 - 11:41
      +3

      Whilst you are likely correct, how does one affect change if one merely accepts that all are the same and thus decides not to speak out or pursue remediation?

      • oscargamer on 15/03/2022 - 12:44
        +1

        Is that what the OP wants? change? or just a whinge?

    • megadeth on 15/03/2022 - 19:49
      +1

      Rented from Bayswater Car Rental Kings Cross for a week, returned in 5 days and was charged more than the agreed weekly rental. This was a few years ago. Agree they’re all shonky.

    • lgacb08 on 16/03/2022 - 08:02
      +2

      Nah, I've used budget and they've always been excellent. Some hire I returned earlier and only got charged for those days used.

    • Roney on 16/03/2022 - 19:02

      Europ has the longest shonky list, if that helps the juxtaposition.

  • SnowDragon on 15/03/2022 - 10:08
    +5

    I would have expected them to refund you for the extra day while you were picking up the car rather than at the end of the booking.

    Did you tell them you wanted to modify your booking of 6 days to 5 days, or did the agent just mention if you got it back on the 5th day they would refund you?

    • Heaps for Cheaps on 15/03/2022 - 10:11
      +2

      something is odd

    • MrBear on 16/03/2022 - 13:18
      +3

      Some places used to offer, say 7 days @ $50/day (which would be $350) but if it was <7 days, the daily rate was $75.
      So if you returned the car before the 7 days (say 6 days), you would pay 6 days @ $75/day (which would be $450. So you end up paying more for less usage.

      Weird I know, but that's how it was for some places 20+ years ago. Maybe it is still happening.

      Note: figures are made up for the example.

      • Waltervp on 16/03/2022 - 15:19
        +1

        That's happened to me in Brisbane once, totally unfair I thought. Instead of dropping the keys in the slot that night before I should've left the keys on the tyre and called up a day later to say I dropped the car but was in a hurry…. key on the tyre lol…

        And I never ever seem to get the advertised car!!! Always book something slightly unusual and always get junk. Normal, same as second hand car dealers, don't expect the promised.

  • AndyC1 on 15/03/2022 - 10:08
    +3

    Make a formal complaint to them, not verbal. You should know this based on your dealings.

  • Heaps for Cheaps on 15/03/2022 - 10:09
    +1

    Did you do the comparison of the cost of both vehicles?

  • pegaxs on 15/03/2022 - 10:14
    +18

    And so, when he verbally made the change to the contract you of course got them to do up a new contract or add that to the current contract?

    Good luck fighting Europecar in court over something that was told you by an employee that will deny it to keep their job.

    Also lol @ member for 3 hours only coming here to chuck a Karen. Either a troll thread or there is a really high possibility that OP isn't going to return to answer anything.

  • djsweet on 15/03/2022 - 10:38
    +1

    I always get a refund for returning early with Hertz (even when prepaying online). Although, I have had shonky behaviour from Hertz in other respects…

    • Typical16-bitEnjoyer on 15/03/2022 - 11:27
      +2

      Hertz are one of the shonkiest out there.

      I remember they nominated a speeding fine to me….that occurred a day after I returned the vehicle.

      • dasher86 on 15/03/2022 - 11:40
        +2

        Hertz Donut

  • pharkurnell on 15/03/2022 - 11:08
    +1

    Take your Karen elsewhere.

    • GrueHunter on 15/03/2022 - 12:13

      Welcome to OzB tho

      Maybe save the warning warning warning hysterics next post

  • Master Bates on 15/03/2022 - 11:15

    Verbal = no proof. Always get things in writing.

  • spackbace on 15/03/2022 - 11:22
    +3

    You mean don't trust the employee? Or do you stop using any company when you deal with 1 shit employee?

  • brendanm on 15/03/2022 - 11:25
    -3

    1 post by this user.

    • brendanm on 17/03/2022 - 21:51

      Hahaha negged, but 100% correct.

  • TheMills on 15/03/2022 - 11:48
    +2

    The bigger the company, the bigger shock you will get if you trust what their people tell you or promise you verbally. Always get things in writing/email in such a way that even a child can understand.

    E.g: My contact had mention of mixer taps in the shower cubicle, but the developer insisted that it doesn’t mean anything and had installed separate taps for hot and cold water for shower head.

    • freefall101 on 15/03/2022 - 12:22

      The franchisee is the problem for two of those though, not Europcar themselves. From googling it looks like they're no longer a franchisee either.

      The other sounds exactly like every other car rental place I've used. Definitely sounds like an employee drove it into a pole then blamed the driver, but that's why you check the car before even starting it and report the damage. If you don't, they'll definitely throw the cost of any unreported damage at you, regardless of which company it is through.

      • try2bhelpful on 15/03/2022 - 12:27
        +1

        The trouble is it seems to be a lot of Europcar franchisees.

        The best rental car place we’ve ever used was in Menorca, in Spain. Whatever damage to the vehicle is covered in the rental. It came with a big scratch down the side and, given the roads in Menorca, we could see why. Pick up/drop off at the airport or your rental property. Lovely people to deal with.

  • try2bhelpful on 15/03/2022 - 12:12
    +2

    All you had to do was Google, on this site, to see all the warnings to not use Europcar. Give them a few days and they will try to charge you for any existing damage as well.

    • capslock on 15/03/2022 - 12:33

      Hard to be picky these days given how much the price of car rental has gone up.

      • try2bhelpful on 15/03/2022 - 12:36
        +1

        It is better to pay a bit more, up front, and not deal with the shonky ones. Do your homework and look out for the scams.

        This wasn’t Europcar but it was the warnings about Europcar that made us so careful
        https://www.ozbargain.com.au/node/477691

  • Heaps for Cheaps on 15/03/2022 - 13:12
    -1

    I dont like to borrow vans/cars but to transport stuff I will and I had an experience with Europcar…

    I borrowed a van for a day but when I closed my electric roller door it came down on the vans bonnet and left a long mark across the bonnet.

    I looked at options like repair pens etc but it was too much to hide. I returned the van and made the guy aware. He was neither happy or angry but he just accepted it and I never heard about it again…

  • ol mate on 15/03/2022 - 14:52
    +1

    We were NOT provided with the Ford Transit, rather an old Toyota that had extensive panel damage

    To be fair, Europcar state "Ford Transit or similiar." Generally car rental companies never guarantee make/model unless stated otherwise (mainly for prestige or performance cars). In this case, a Ford Transit and a Toyota Commuter both seat 12 people, and are vans so are similar/same class (as is the Renault Master, LDV Deliver 9, MB Sprinter, VW Crafter)

    Edit: getting a car with panel damage is better - their evidence of damage is usually vague (crosses and lines on a diagram), so you could add more and argue that it was already pre-existing/marked on the condition report. Doesn't really apply nowadays though, especially with Hertz and Avis/Budget as they take photos of the cars rather than diagrams.

    • hudrob on 16/03/2022 - 09:01

      "To be fair, Europcar state "Ford Transit or similiar." Generally car rental companies never guarantee make/model unless stated otherwise (mainly for prestige or performance cars)."

      Similar doesn't mean something with the same body type, the age and condition be damned.

      OP: Call Europcar, tell them if they don't address the issue to your satisfaction, you'll take them to the relevant state trade practices authority. Also, if you paid with a credit card, call your card issuer and discuss with them the option to reverse the charges.

      • ol mate on 16/03/2022 - 09:14
        +2

        It seats the same number of people, and is the same size +/-. It is the definition of similar. It's like getting an i30 when you've booked a Corolla - they are similar.

        Age and condition isn't guaranteed, unfortunately - there is nowhere that states "the car will be <1 year old and have <20,000km with no damage whatsoever" this is even more so for commercial vehicles (which some rental companies classify 12 seaters as)

        In fact, if you jump on the Europcar website and click the "or similar" next to Ford Transit, the Toyota Commuter comes up as well

        • hudrob on 17/03/2022 - 13:44
          -1

          I'd be fine with an i30 vs Corolla (or the other way) - as long as the replacement car wasn't in rubbish condition and unreasonably old. There is a reasonable expectation (that term matters, ask the ACCC) that a hire vehicle will be relatively new.

          Of course, the OP had the right to say "No" when he turned up and the replacement vehicle was substantially different. It clearly wasn't the same size if they said the reason the Transporter wasn't there because it didn't fit. Personally, I would have waited the 30 minutes to get the vehicle I had expected when I booked - but I am not the OP.

          Once the OP accepted the alternative vehicle, they've really run out of options there. But on the lack of discount, when they were told handing it back early would result in money back, they can still chase via the various paths that have already been mentioned.

          • ol mate on 18/03/2022 - 09:29

            @hudrob:

            There is a reasonable expectation (that term matters, ask the ACCC) that a hire vehicle will be relatively new.

            We actually don't know how old the Commuter given to the OP was, so I'll leave that topic there.

            It clearly wasn't the same size if they said the reason the Transporter wasn't there because it didn't fit. Personally, I would have waited the 30 minutes to get the vehicle I had expected when I booked - but I am not the OP.

            This is still a non-issue. For the purposes of a rental car (with its booking T&Cs not guaranteeing make/model, and the Commuter being the same class as a Transit), they are the same class and are fit for purpose. They both seat 12 people and carry (only) 2 suitcases as described on the Europcar website.

            But on the lack of discount, when they were told handing it back early would result in money back, they can still chase via the various paths that have already been mentioned.

            I never argued either way about the price and refund to reflect the early return - only pointed out that a Commuter is a similar car to a Ford Transit and that the Commuter is specifically called out as a possible option when booking a Transit. It isn't like the OP rocked up and Europcar only gave them a 8 seater Carnival or Granvia.

  • andresampras on 15/03/2022 - 15:02
    +2

    To summarise:
    - OP has a bad experience with a particular employee of a company, relying on employee's word over printed contract (fair enough, can happen).
    - OP wants everyone to stop giving the entire company any business (cancel culture alive and kicking).

    Sounds like it's the first time OP has rented a car. You rarely get the shiny car pictured during booking.

    • try2bhelpful on 16/03/2022 - 09:15

      Not really sure of the point of your post but fair enough. Me, I prefer people to bring up issues they’ve had so I’m forewarned when I go into a, particular, situation. If nothing else the OP, and the rest of us, have been given a timely reminder than an oral contract isn’t worth the paper it is written on.

      Frankly I have culled, or cancelled if you like, Europcar from my list of preferred rental agencies. There are lots of instances out there of people being ripped off by them.

      • andresampras on 16/03/2022 - 10:12
        +1

        I thought I made it fairly obvious, but my point is that you can have a bad experience with a particular employee on a given day at ANY business. And once you've had said bad experience, it's very easy to employ the texas sharpshooter fallacy and find more horror stories online to bolster your position.

        Avoiding the entire company for eternity and imploring others to do the same - to me is an overreaction. According to google they have 6,500 employees. Possible that some of them may have provided brilliant customer service?

        I'm not stating the OP's approach is universally wrong, but I personally disagree with it.

        • try2bhelpful on 16/03/2022 - 10:59
          +1

          So you bring in the right wing trope of "cancel culture" just because you disagree with the OPs approach? Sorry, you've lost your credibility with that comment.

          Frankly, if you look around the web, there are plenty of examples of why Europcar is a company to avoid. All the OP has suggested is people to avoid it. It is up to people to decide if they agree with it or not. My only quibble is that the OP should've done his research first and should've got the changes in writing. I have, absolutely, no trouble with him "cancelling" Europcar because, if you do your research, there are many reasons to do so. This is just another log on the fire.

          • andresampras on 16/03/2022 - 11:03
            +1

            @try2bhelpful: I guess I've lost my credibility, then. Thanks for letting me know.

            • try2bhelpful on 16/03/2022 - 11:14
              +1

              @andresampras: No problems. Although, if you've used that expression before, I won't be the only ones thinking it.

              I find it interesting that the people who complain about "cancel culture" are the ones who are, usually, cancelling out other people's opinions and experiences. The OP had a right to bring up their experience, and warn people off using the company; but you decided to cancel their right to say and did so in a derogatory fashion. You didn't need to be obnoxious about this but decided you would be anyway.

              • andresampras on 16/03/2022 - 11:34

                @try2bhelpful: OK now you're resorting to personal attacks, and I don't understand why.

                If you re-read what I typed, nowhere did I 'cancel' the OP's experience or 'cancel' their right to say anything.

                Anyway I'm done with this topic, let's agree to disagree eh. Didn't mean to annoy anyone or tell anyone what to do. Was just putting forward my opinion on the post.

                • try2bhelpful on 16/03/2022 - 11:41
                  +1

                  @andresampras: "- OP wants everyone to stop giving the entire company any business (cancel culture alive and kicking)"

                  And I wonder why I thought you had said the comment about cancel culture. Really?

                  However, we can agree to disagree. My issue is you can make a point without being insulting. Frankly, the only reason I commented on your comment is because you were being obnoxious. You didn't need to attack the OP to indicate that his experience may not be the same as others.

                  • andresampras on 16/03/2022 - 12:08

                    @try2bhelpful: Out of interest, what do you think of the term 'Karen'? You don't seem to have taken offence to any other posts that have overtly insulted or made fun of the OP.

                    Why did my post stand out to you? Was it specifically the term 'cancel culture', or was it the tone of what I'd typed?

                    Trying to figure out how to avoid this situation in future.

    • terrys on 16/03/2022 - 09:39
      +1
      • OP mentions experience on a site established, designed and known as a place where such experiences may be shared and a community awareness developed regarding repeated behaviour from such companies.
  • screensaver on 15/03/2022 - 15:23

    Leave a review on trustpilot, facebook, google etc

  • payless69 on 15/03/2022 - 16:05

    Location needed!

  • MontyMacaw on 16/03/2022 - 14:42
    +1

    Big rental car companies have huge staff turnover. This results in a lot of vehicles not being available when expected. The reasons are many and varied. They can’t just park the vehicle up at the time of booking and have it sit there waiting for you. It needs to be constantly on the road to be profitable. So as a consequence if the person who has it before you wants to extend they need to replace your booked vehicle with another. Their fleets are fluid and often start in one place and end up in another which results in more vehicles than needed in one centre and less in others. It takes time to relocate them back in this case. So with all this going on and inexperienced staff and poor training the person telling you there is a problem is just trying to get you out of their overloaded day any way they can. This results in some lies and poor excuses to try and avoid your wrath. Telling the truth doesn’t get rewarded so excuses are the favoured route. It’s a tough job hence the high turnover and the low average age of front line employees. That’s how the industry works. If you never have had a problem you are lucky or don’t hire very often. A small company privately owned based in one centre would most likely give you better service but a lower quality vehicle.

    On top of all of that rental fleets were depleted due to the pandemic so building up fleet numbers must make all of the aforementioned things worse.

    My advice is to ring ahead and not just turn up and expect your vehicle to be cleaned and ready for you.

    Yes I have had a bit to do with this in the past as I helped a friend in distress many times who managed a very busy branch in a remote location with mostly tourists hiring cars.

  • Existenz on 16/03/2022 - 15:18
    +2

    I rented a moving truck from Thrifty, brought it back early and did get refunded - just an FYI for any future reference.

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