Europcar Heathrow Rip-off

Reservation No: ***

To Whom it May Concern

May I first put this into perspective. Last September I pre-ordered (through Travelstart) a small car at Europcar, Stanstead Airport where, upon arrival, we were offered an upgrade to a VW Golf at no extra cost. This proved very satisfactory and we left UK after a happy car rental experience. 13th June 2024, I again pre-ordered a small car (Corsa) from Europcar, Heathrow. I received confirmation and was advised that I should pay an amount of GBP373 at pick-up (see accompanying email). As arranged, on the morning of Friday, 28th June 2024 my wife and I arrived at Europcar, Heathrow. Tired after a sleepless flight and with a vomiting wife and not anticipating that I would experience anything untoward at Europcar, I was not on my guard for what was to follow. When the man at the desk offered an upgrade and following my experience at Stanstead Airport, I easily assented, signed the papers in good faith and was asked to wait whilst my car was delivered to the front door of the Europcar office. Having pre-booked a Corsa I was then shocked when a top of the range Lexus arrived. When I remonstrated with the man, he offered to change back to a smaller car. Tired, rattled, with a sick wife and confused about deposit amounts to pay, I had no wish to go through the whole booking process again so I took the Lexus and drove the 90 miles to our destination near Bath. Here I had time to rest and compose myself and after studying the Europcar booking papers and I then realised the full implication of what had happened. Whereas I had been advised that I would pay GBP373 for a Corsa, now I was to be charged over GBP2,300 for the Lexus. I immediately tried (unsuccessfully) to phone Europcar, Heathrow. Getting no response, there remained only one option – drive all the way back to Heathrow early afternoon of the same day. Arriving back at Europcar Heathrow, I asked to speak to the manager whereupon I showed him the original Corsa booking and voiced my unhappiness. He referred me back to the same man behind the desk with the instruction to sort out the problem. I then showed the gentleman my original Corsa booking and told him that that was what I wanted. He rep**** that he would redo the whole booking again. Upon completion of this new process, I was directed to parking bay 86 where I was surprised to find a Mercedes. Thinking that this upgrade was to compensate for my earlier troubles and zonked without sleep, I drove back to Bath with the Mercedes without question. Returning the car as arranged on Sunday, 7th July 2024, I flew back home with my wife. Since then I have awaited the Europcar invoice so as to reconcile the cost of the car rental. Nothing arrived but of Friday, 12th July my bank account was shockingly debited to the amount of about (ZAR55,808.52) GBP2,200. On 29th July 2024 I received a credit of (ZAR19,581.87) GBP833 which meant that I paid (ZAR36,226.65) GBP 1,541 for a ten day rental of a Corsa. I have not as yet received an invoice reconciling this. Despite me very clearly setting out my wishes to the Europcar Heathrow management staff, I was twice given an expensive car that I did not want. I have since read many Google, Tripadvisor and Facebook Reviews about Europcar Heathrow and I am very disturbed to find that there are many similar complaints from irate customers who also feel that they have been duped. This has apparently been going on for years and nothing has been done about it. One can only draw the conclusion that this is a deliberate tactic employed by Europcar Heathrow to de***** unsuspecting clients. This is shocking and as such, I strongly urge the Europcar headoffice to quickly investigate the matter and decisively put an end to this unacceptable practice.

Richard Grant

P.S. 9th August 2024 On 15th July 2024 I reported this matter to the Europcar Headoffice who acknowledged my letter but I have heard nothing further. I have on a number times requested an invoice but I still have not received one. I would like to emphasize that the Europcar Heathrow reviews on Tripadvisor, Facebook and others show that mine is not an isolated incident. From my experience and that of others on the reviews, I would suggest that the conduct of Europcar Heathrow is subjected to an official investigation.