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Beware of Auto Europe

I thought that I would take a few minutes to relay the horrible experience that we had with a car rental service called Auto Europe on a recent trip to Spain. Being typical American's, my wife and I were not well versed in driving standard automobiles. Therefore, reserving an automatic car was very troublesome and expensive. However, we were able to get a fairly good quote from Auto Europe, so we sent them a downpayment and life was good - so we thought. While in Spain I called to confirm that the automatic was available. To our surprise, they told us that no automatics were available at the Avis office where we were supposed to pick up the car. But they assured us that an automatic would be waiting for us through Budget at the airport. After paying for a cab ride out of our own pocket we arrived at the airport and were told that there were no automatics in the entire city of Seville available for rent. Needless to say we were rather frustrated. To further the pain, there were several automatics sitting out in the parking lot of the airport. However at the ticket counter we were told that all the automatics were reserved for their customers who had reserved them. And because Auto Europe was simply a middleman, they had no clout to obtain one of those cars for us. So that day, we spent half the day on the phone with Auto Europe and trying to decide whether we dared try our luck with a standard. Luckily for us and the citizens of Spain, an automatic finally showed up through one of the other car rental services before we left the airport. We quickly went to their counter and rented that car so we could get on with our vacation. To date, I have made several phone calls, and have written letters to the company, yet have received no reimbursement for our troubles. I did receive two letters from the company, one which suggested that I had used their service and therefore would not be reimbursed. The other promised that my account would be credited in their next billing cycle. A couple of billing cycles later, it still hasn't shown up. Surprise, it never showed up. I thought for a while that we were simply unlucky and that this bad service was simply a fluke. However, after dealing with Auto Europe on several occasions since our trip, I question the credibility of their company. I appologize for the long and winded story, but I thought that I would try to persuade those considering Auto Europe for their rental car needs to look elsewhere towards a more reputable, big name rental car service. Best of luck in your travels.

I have used Auto Europe exclusively for about 7 years now and I find that uncharacteristic of them. Each time I got what I wanted with no real problems. One time I did get overcharged by Avis in Italy and when I returned home Auto Europe took care of it and I got my money back the next billing cycle. I am going to Germany in November and will be using Auto Europe again. This trip I have specifically requested a BWI and they noted it on my invoice and have sent the request to Avis in Germany. I don't expect a problem. Automatic transmissions are not a big thing in Europe and I suspect that that was the biggest contributing factor to your problem. My recommendation is to learn how to drive a stick and go with the flow. You don't want you vacation ruined by something that you couldn't control. Adapt and overcome.

Dear Len, Words are not enough to show you my deep apologies when reading your complaints about our services. Auto Europe prides itself with providing a quality service. In this case, as I may understand, we did not show you a quality service. Please forward to me your reservation number and I will make sure I will deal with your complaint and inconvenience personally. Sincerely, Imad Khalidi President/CEO Auto Europe

I must agree with Chris. I have used AutoEurope in Barcelona and had no trouble except that they closed one of the offices in Barcelona which left us confused. We found another one in Barcelona and had no trouble. I agree with Chris in the fact that automatics are not the norm. I use AutoEurope because of the good prices and the car we got was almost brand new (spain). I will only use Auto Europe.

Len, I completely empathize with your dilemma and the stress it caused. This very same scenario happened to me with Hertz in Barcelona. Was perpetually reassured of the automatic car etc. No such thing when I got to the office. They offerred a refund. Meanwhile, it left me stranded and unable to reach my planned destinations. It was a nightmare and ruined the trip. Next time I ever reserve a car which is an automatic, I am calling directly to the office where I am to pick it up. These central reservation offices are no damn good. I too have not heard from hertz as I demanded money returned. Ellen

Len, So you can't drive a standard transmission, eh? Then learn. It's about as difficult as cutting salami. And by the way, speak for yourself. Many Americans have no trouble with a standard transmission. You are generalizing your personal ineptitude.

Nice Mike, very nice. "Generalizing your personal ineptitude"? The guy doesn't know how to drive a stick, it's not a moral failing. I drive a stick, but I bet Len is right when he says the typical American does it poorly, or not at all. He made a reservation, didn't get what he paid for, and expressed his frustration here. The company (or someone purporting to represent the company) apologized. What's up with the salami-cutting ire?

I've also used Auto Europe often and have nothing but praise for them. Cheap rates, courteous employees and nice cars. Perhaps the fault wasn't so much Auto Europe as the oversees provider. And as far as driving a stick shift, I learned in 5 minutes in the car parking lot with a little help from a Hertz employee. Unless you're driving on the hills of San Francisco, it's extremely easy.

Mike, I can drive a standard transmission too, but that is not the point. It is not ethical to contract with a customer for an automatic and ignore that contract when the customer arrives. Would a bike or a horse been OK with you too? Grow up!

Your heading certainly caught my eye as I would wholeheartedly agree with it! To the extent of never dealing with AutoEurope again! We booked a car with them for 5 weeks in France in May of this year through Karen Brown Travel. Don't know if the fault was with Karen Brown Travel (a DISTINCT possibility, but that's a whole other story!) or Auto Europe. After having paid a $500 deposit in January, we showed up in Avignon on the appointed day and they had NO record of a car for us!! After waiting for an hour, all they could come up with was a weird Fiat Multipla--a van-type thing with three bucket seats across front and back. It would be perfect for a large group travelling on major roads as it is BIG--for 2 people going to remote areas of the Gorge du Tarn and "backbackroads" of Provence and the Dordogne, it was less than ideal. But we were stuck with it for five WEEKS! To add insult to injury, they overcharged us by some $700 on the final billing, and we had to make several phone calls and take the TIME to deal with straightening THAT out.....they did finally credit our card with the appropriate amount. This experience was a marked contrast to our monthlong Hertz rental in Spain which went exactly as arranged--and we got the exact kind of mid-sized car we had booked, plus our reservation was there and waiting for us. We're not hard to please and just wanted a standard, non-automatic, mid-sized car. You'd think for a 5 week rental, they could come up with that! Won't use THEM again!

Len, I have used Auto Europe at least 10 times in probably 5 countries and think they are the best. Of course, using third party vendors can cause a problem sometimes, but in both cases when I had minor problem they made it right after my return---as evidenced by the Presidents message. I am curious--- he must have a staffie perusing these forums for comments---you talk about customer sensitivety.

Kathy -- just curious, with which rental company did AutoEurope make your reservation?

Mike, thank you for your wonderfully sensitive comments. Your remarks really show how astute you are at assessing the situation at hand.

I am pleased that the big gun of Auto Europe responded. However, I am using them again for an Avis car. As for stick shift, even my wife can slap a 5-speed around and get on with it.

Another very satsified Auto Europe customer. We have used them at elast four times in the past and will be using them again in Ireland in the fall. Have always found the reservation staff to be friendly and helpful and have had no problems on pick-up. Both my husband and I drove stick shifts for many years so we always rent a standard. Don't want to get into the back and forth on the "rightness or wrongness" of not driving a standard but would agree since most European cars seem to be standard, they're probably easier to locate. Absolutely, agree, however, that a confirmed reservation MUST be honored. Was very happy to see the quick AutoEurope response.

Bob,is saying even your wife" can slap a stick shift around and get on with it",an attack on women drivers? It was also another put down for Len.

Mike, Why the rude attitude? I think Len already got enough agravation... Bob, are you implying anything with the remark -"...even my wife...-"? C'mmon, not you, not an (apparently) educated man...

Len, Would you mind posting the outcome of this? The fact that Auto Europe posted such a concerned note must account for something... I have used and recommended them plenty. Hope it turns out OK for you as well. Side note: Mr. Brown, what's up with that remark? Not you!?

Very timely post! I'm just about to rent two cars for our trip to France this fall, and AutoEurope seemed to have the best rates. I will take extra precautions (forewarned is forearmed, thanks, Len) if we do rent with them. What women lack in ability to drive a stick is more than made up by our ability to ask directions instead of driving around aimlessly for hours.