Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Europcar is described overwhelmingly through disputes rather than journeys. Customers consistently report damage claims raised hours after a return inspection cleared the vehicle, deposits held far beyond promised timeframes, and emails that go unanswered. A recurring theme is admin and fine fees that dwarf the underlying charge. Isolated branch staff earn genuine praise, but they stand out against a pattern of unresolved billing conflict.
Top Strengths:
- •Staff Professionalism & Conduct: The clearest bright spots sit with individuals. Marisha in Pretoria, Zelda in Randburg, Prudence and Kopano are named as professional, hands on and genuinely helpful, with pre-inspections and vehicle swaps handled well. Counter and collections conduct elsewhere undermines this Staff Professionalism & Conduct (1.4) score.
Replied to 80% of negative reviews
Reply time on negative reviews: 74h 22m
TrustIndex
2.3
Ranking
#9
in Car Rental
Reply Time
74h 30m
NPS Score
-91
Recommended: Unlikely
Replied to 80% of negative reviews
Reply time on negative reviews: 74h 22m
Nov '25 - Oct '26
Frequently Asked Questions About Europcar
What do customers say about Europcar?
Based on recent customer reviews, Europcar is described overwhelmingly through disputes rather than journeys. Customers consistently report damage claims raised hours after a return inspection cleared the vehicle, deposits held far beyond promised timeframes, and emails that go unanswered. A recurring theme is admin and fine fees that dwarf the underlying charge. Isolated branch staff earn genuine praise, but they stand out against a pattern of unresolved billing conflict.
What is Europcar's biggest strength?
Europcar's biggest strength, according to Hellopeter's AI analysis, is Staff Professionalism & Conduct. The clearest bright spots sit with individuals. Marisha in Pretoria, Zelda in Randburg, Prudence and Kopano are named as professional, hands on and genuinely helpful, with pre-inspections and vehicle swaps handled well. Counter and collections conduct elsewhere undermines this Staff Professionalism & Conduct (1.4) score.
What are the most common complaints about Europcar?
The most common complaint about Europcar, based on Hellopeter's AI analysis of recent customer reviews, is Sales & Purchase Experience. The rental transaction itself frustrates customers. Sales & Purchase Experience (1.0) reflects undisclosed code 10 surcharges, fine admin fees several times the fine, credit card holds left active for weeks, refuelling charges on full tanks, and booked vehicles unavailable at collection.
How does Europcar compare to other Car Rental companies?
Europcar scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Car Rental, compared to the Car Rental industry average of 2.4. Their strongest theme is Booking & Returns (1.6); their weakest is Damage Claims (0.7). The top AI-rated Car Rental business on Hellopeter is Drive.co.za (4.3). How is the AI Score calculated? →
Is Europcar trustworthy?
Europcar has a TrustIndex of 2.3 out of 10 on Hellopeter, based on 146 reviews in the last 12 months. They reply to 80% of negative reviews, typically within 74 hours 22 min. Hellopeter has tracked Europcar across 2,033 total reviews. How is the TrustIndex calculated? →
Recent reviews (146)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2023
Extravagant overcharges, unauthorised deductions, and total disregard for data privacy
I am highly disappointed with the service and underhanded billing practices of Europcar South Africa. I rented a Hyundai i10, and after returning the vehicle, I have been slapped with completely unjustified fees. 1. Fabricated Fuel & Service Charges I drove a measly 141 km. Despite this short distance, Europcar charged me R401 for fuel plus a R50 service fee to refuel. According to official AA consumption rates, a Hyundai i10 averages between 4.8L and 5.9L per 100km. • Even factoring in heavy traffic at a high average of 6.3L/100km, the vehicle would have used a maximum of 8.9 litres for my 141 km trip. • At current South African fuel prices (~R30.25/L inland), this equates to roughly R270 in actual fuel consumption. My estimate of R275 was more than generous. By charging R401, Europcar has billed me for an impossible fuel consumption rate of nearly 13L/100km—double what this budget hatchback actually uses. I logged a query about this obvious overcharge, but they have completely ignored me. 2. Ridiculous Traffic Fine Admin Fee During my rental, I incurred a R400 traffic fine. Without my consent, Europcar immediately deducted a R405 Traffic Fine Administration Fee from my account. I still have to pay the actual R400 fine myself. How can they justify an administrative fee that costs more than the fine itself just for forwarding an email? 3. Major Credit Card Security Concerns The fact that Europcar can just dip into my account and charge whatever they want without my prior consent is bad enough. Even worse, I explicitly requested that they acknowledge and confirm the removal of my credit card details from their system. They have completely ignored this request. Because they refuse to confirm my financial data has been purged, I cannot trust them and am now forced to cancel and replace my credit card at my own expense to protect myself.
1 reviews | Active since Oct 2023
Extravagant overcharges, unauthorised deductions, and total disregard for data privacy
I am highly disappointed with the service and underhanded billing practices of Europcar South Africa. I rented a Hyundai i10, and after returning the vehicle, I have been slapped with completely unjustified fees. 1. Fabricated Fuel & Service Charges I drove a measly 141 km. Despite this short distance, Europcar charged me R401 for fuel plus a R50 service fee to refuel. According to official AA consumption rates, a Hyundai i10 averages between 4.8L and 5.9L per 100km. • Even factoring in heavy traffic at a high average of 6.3L/100km, the vehicle would have used a maximum of 8.9 litres for my 141 km trip. • At current South African fuel prices (~R30.25/L inland), this equates to roughly R270 in actual fuel consumption. My estimate of R275 was more than generous. By charging R401, Europcar has billed me for an impossible fuel consumption rate of nearly 13L/100km—double what this budget hatchback actually uses. I logged a query about this obvious overcharge, but they have completely ignored me. 2. Ridiculous Traffic Fine Admin Fee During my rental, I incurred a R400 traffic fine. Without my consent, Europcar immediately deducted a R405 Traffic Fine Administration Fee from my account. I still have to pay the actual R400 fine myself. How can they justify an administrative fee that costs more than the fine itself just for forwarding an email? 3. Major Credit Card Security Concerns The fact that Europcar can just dip into my account and charge whatever they want without my prior consent is bad enough. Even worse, I explicitly requested that they acknowledge and confirm the removal of my credit card details from their system. They have completely ignored this request. Because they refuse to confirm my financial data has been purged, I cannot trust them and am now forced to cancel and replace my credit card at my own expense to protect myself.
1 reviews | Active since Jan 2022
Unhappy rental client
Would like to inform people not to use Europe car as their preferred rental as I requested a rental for when my vehicle goes in repairs but the vehicle that they have given me is nowhere close to one I drive . I pay for the rental to be same that I drive . I then requested assistance but Millicent from Europe car is persistence that I am wrong . I work for the insurance industry and place a request that no uses a company that not willing to give you what you pay for . Good luck to the businesses who cheat people for profit . Most useless company and people to deal with.
1 reviews | Active since Jan 2022
Unhappy rental client
Would like to inform people not to use Europe car as their preferred rental as I requested a rental for when my vehicle goes in repairs but the vehicle that they have given me is nowhere close to one I drive . I pay for the rental to be same that I drive . I then requested assistance but Millicent from Europe car is persistence that I am wrong . I work for the insurance industry and place a request that no uses a company that not willing to give you what you pay for . Good luck to the businesses who cheat people for profit . Most useless company and people to deal with.
1 reviews | Active since Apr 2024
Bad customer service
Had a bad experience at the Northern Cape Sishen airport branch. My company booked a vehicle for me to attend a case, the manager refused to give me a vehicle for allowed monies owed in a personal capacity, I was late for a case. Wrote a complaint and did a follow up. I was ignored.
1 reviews | Active since Apr 2024
Bad customer service
Had a bad experience at the Northern Cape Sishen airport branch. My company booked a vehicle for me to attend a case, the manager refused to give me a vehicle for allowed monies owed in a personal capacity, I was late for a case. Wrote a complaint and did a follow up. I was ignored.
1 reviews | Active since Jul 2022
Worse service ever!
Europcar South Africa has delayed my deposit refund far beyond the promised 5–7 working days for Rental Agreement *** (Vehicle ***, Kia Pegas). The alleged damage was pre‑existing, confirmed by staff at pickup and supported by photo/video evidence. Despite multiple follow‑ups, no resolution has been provided. This is unacceptable service. I demand urgent refund and accountability. First time using them and definitely the last time!!!
1 reviews | Active since Jul 2022
Worse service ever!
Europcar South Africa has delayed my deposit refund far beyond the promised 5–7 working days for Rental Agreement *** (Vehicle ***, Kia Pegas). The alleged damage was pre‑existing, confirmed by staff at pickup and supported by photo/video evidence. Despite multiple follow‑ups, no resolution has been provided. This is unacceptable service. I demand urgent refund and accountability. First time using them and definitely the last time!!!
1 reviews | Active since Apr 2024
Emergency response was never present but months later stoarge fees are required.
I need this escalated to someone senior. Matter Number: ***, Creditor: Europcar Cash Claims. On 19 December 2025, while driving a Europcar rental to Randfontein, I hit a pothole and the car overturned. By God's grace I survived. I called the Europcar Assist emergency line repeatedly. Nobody answered. Calls to the local assist team were dropped again and again. In the end, a First Help vehicle and passers-by helped me, and I had to hand the car to them so I could get to hospital and file the accident report myself. That evening, a night shift manager called to apologize for the service failure. I then went to Braamfontein, paid my excess in full, and took a replacement car. Now Europcar is charging me storage and logistics fees for a recovery its own assistance service failed to provide. I have disputed this in writing many times and spoken to six or seven consultants, team leaders and managers. Each promised to investigate. Nothing has been resolved. Instead, the account has gone to Nimble Group, which is now threatening to list a default against my name, for charges I dispute and that remain under investigation. I'm asking Europcar leadership to review this personally and stop the collections action until it's resolved.
1 reviews | Active since Apr 2024
Emergency response was never present but months later stoarge fees are required.
I need this escalated to someone senior. Matter Number: ***, Creditor: Europcar Cash Claims. On 19 December 2025, while driving a Europcar rental to Randfontein, I hit a pothole and the car overturned. By God's grace I survived. I called the Europcar Assist emergency line repeatedly. Nobody answered. Calls to the local assist team were dropped again and again. In the end, a First Help vehicle and passers-by helped me, and I had to hand the car to them so I could get to hospital and file the accident report myself. That evening, a night shift manager called to apologize for the service failure. I then went to Braamfontein, paid my excess in full, and took a replacement car. Now Europcar is charging me storage and logistics fees for a recovery its own assistance service failed to provide. I have disputed this in writing many times and spoken to six or seven consultants, team leaders and managers. Each promised to investigate. Nothing has been resolved. Instead, the account has gone to Nimble Group, which is now threatening to list a default against my name, for charges I dispute and that remain under investigation. I'm asking Europcar leadership to review this personally and stop the collections action until it's resolved.
1 reviews | Active since Oct 2011
Do not trust Europcar
I concluded a rental with Europcar in February where a 10% cashback was promised through their partner Clicks. Once the rental was concluded, I received less than 1% back on my Clicks clubcard. Despite over 2 months of correspondence, and despite the fact that they do not deny the above facts, they are unwilling to correct this.
1 reviews | Active since Oct 2011
Do not trust Europcar
I concluded a rental with Europcar in February where a 10% cashback was promised through their partner Clicks. Once the rental was concluded, I received less than 1% back on my Clicks clubcard. Despite over 2 months of correspondence, and despite the fact that they do not deny the above facts, they are unwilling to correct this.
1 reviews | Active since Apr 2019
Unacceptable Service and Staff Conduct – Europcar East London- Phelokazi
Hello Peter, i wish to formally raise a serious complaint regarding the unacceptable service and conduct of Phelokazi and another employee at Europcar East London. I had an extremely unpleasant experience when I visited the branch to collect lost items after being contacted by someone from Europcar. Phelokazi refused to assist me in checking the Lost and Found box and was engaged in a personal phone call with someone named Luthando, she literally said I need to wait for her to finish after being there for over 30 mins. The interaction escalated when she became confrontational and appeared ready to physically attack me. I felt intimidated and unsafe in your establishment. Her colleague, Saphokazi, had to intervene to defuse the situation. Unfortunately, this is not an isolated inciden. I have previously experienced poor service at this branch, including being overlooked while returning a vehicle in favour of a white customer, with the explanation that they were always in a hurry. On another occasion, the same week, Phelokazi and the vehicle inspection employee instructed me to wait outside in windy and rainy weather while waiting for my lift, despite a Kia SUV remaining parked there. A colleague has also reported poor treatment by the same Phelokazi. These repeated experiences raise serious concerns about customer service, professionalism and the possibility of discriminatory treatment at this branch - PhelokaI is rude and unpleasant. I have also previously experienced the loss of designer glasses at OR Tambo, further contributing to my concerns about the service I have received from Europcar. Our company rents vehicles nationally on a daily basis, and we expect to be treated with respect and professionalism as we allocate millions to vehicle companies. This experience has seriously undermined my confidence in your East London branch, and I intend to escalate the matter to our travel leadership. I request that this complaint be formally investigated and that appropriate action be taken. Please provide feedback on the outcome of the investigation and the steps that will be implemented to prevent similar incidents. I trust that you will treat this matter with the seriousness it deserves. I reserve the right to escalate the complaint further should it not be addressed satisfactorily. Regards, Vuyelwa Dayimani
1 reviews | Active since Apr 2019
Unacceptable Service and Staff Conduct – Europcar East London- Phelokazi
Hello Peter, i wish to formally raise a serious complaint regarding the unacceptable service and conduct of Phelokazi and another employee at Europcar East London. I had an extremely unpleasant experience when I visited the branch to collect lost items after being contacted by someone from Europcar. Phelokazi refused to assist me in checking the Lost and Found box and was engaged in a personal phone call with someone named Luthando, she literally said I need to wait for her to finish after being there for over 30 mins. The interaction escalated when she became confrontational and appeared ready to physically attack me. I felt intimidated and unsafe in your establishment. Her colleague, Saphokazi, had to intervene to defuse the situation. Unfortunately, this is not an isolated inciden. I have previously experienced poor service at this branch, including being overlooked while returning a vehicle in favour of a white customer, with the explanation that they were always in a hurry. On another occasion, the same week, Phelokazi and the vehicle inspection employee instructed me to wait outside in windy and rainy weather while waiting for my lift, despite a Kia SUV remaining parked there. A colleague has also reported poor treatment by the same Phelokazi. These repeated experiences raise serious concerns about customer service, professionalism and the possibility of discriminatory treatment at this branch - PhelokaI is rude and unpleasant. I have also previously experienced the loss of designer glasses at OR Tambo, further contributing to my concerns about the service I have received from Europcar. Our company rents vehicles nationally on a daily basis, and we expect to be treated with respect and professionalism as we allocate millions to vehicle companies. This experience has seriously undermined my confidence in your East London branch, and I intend to escalate the matter to our travel leadership. I request that this complaint be formally investigated and that appropriate action be taken. Please provide feedback on the outcome of the investigation and the steps that will be implemented to prevent similar incidents. I trust that you will treat this matter with the seriousness it deserves. I reserve the right to escalate the complaint further should it not be addressed satisfactorily. Regards, Vuyelwa Dayimani