It took an extremely long time, and the type of car provided was completely different from what was promised. The car had a lot of scratches and was in poor condition.
We reserved a Mercedes A-Class automatic, but the store had no stock and replaced it with a BMW 1 Series manual, which we refused. They then upgraded us to a GLB, but there was a £300 upgrade fee. At pickup, they said the fee would be refunded when we returned the car. However, at drop-off, they denied it. The inspector claimed I had signed for it, and the salesperson avoided me the entire time. The store manager brushed me off, and they refused to check the surveillance footage. Extremely poor experience.
The experience was okay. I rented a Volvo V60, but initially, they offered a Kia. After some negotiation, they provided a BMW 1 Series... Everything else was fine.
I have rented cars abroad many times in Europe, but my experience with Europcar in London was exceptionally troublesome and disappointing. I strongly advise against choosing this company in London. From the very beginning, the car pickup staff try to sell insurance and make intimidating remarks, followed by complicated processes involving various fines, and ending with a series of email hassles related to returning the car. For such a large company, their London branch is full of pitfalls, fines, and inexplicable issues that will cause you significant trouble. The service and overall experience are extremely poor. Among all the car rental companies I have used many times, this one is by far the most frustrating and stressful. Renting a car is supposed to enhance convenience, especially when traveling abroad where there may already be language barriers, but this company will ensure you deal with endless issues during your trip. Choose wisely, and I strongly suggest avoiding this company in London.
Although my flight was delayed, they kept the vehicle for me. However, they still tried to sell me driving insurance. The fuel tank was only half full, so I had to refuel before hitting the road.
The car rental experience this time was perfect. Upon landing, it was very easy to locate T5. Right outside the exit was Avis's shuttle, which took only five minutes to reach the rental office. There was no insurance upselling; I opted for an additional trailer insurance at £5 per day because the countryside roads were extremely narrow. When a large truck approached from the opposite direction, I had to stop on the roadside in a hurry and accidentally scratched the tire. I’m not sure if I’ll be charged for it. Upon returning the car, the staff assured me not to worry since I had purchased comprehensive insurance back in China. The trip isn’t over yet, so I haven’t seen the final billing statement.
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