Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a basic car rental with insurances CDW,THP, ZR ( Collision Damage Waiver, Theft Protection and Refundable Deductible on Dec 29 2024 with Auto Europe as stated on the Voucher issued by Auto Europe and paid $476.06. Received the car dirty with multiple (19) scratches as marked on the documents. After returning the vehicle, the car rental in ****** found 2 additional scratches and charged me 500 euros which were deducted from my credit card. Filed a claim with Auto Europe and my claim was denied because Auto Europe claimed that I don't have insurance and claim that I have an additional cover and I did not meet their terms and conditions because I didn't file police report before returning the vehicle back. I wonder where on earth do you go to police to report 2 minor scratches to police. I was confident that I was fully protected and always buy insurance with the car rentals to avoid issues. Thats why I am shocked by their response. This is clearly false advertising

  Customer Answer

  Date: 02/24/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 03/11/2025

  The customer's claim was denied because they did not fill out and sign an accident report at the end of the rental. The terms of the voucher state the following:

  Accident Procedure:
  - In the event of or upon discovering new damages to the rental vehicle, it is required to inform both the local authorities and our local
  partner within 24 hours. An accident report must be completed and signed by the end of the rental with the car rental company.
  - In the event of an accident involving a 3rd party or damage to the property of a 3rd party, the police must be contacted immediately
  to file a report. All details of the 3rd party should be collected and we recommend that an international accident form is filled in by
  both parties. The car rental company also needs to be informed of the incident and all details and forms forwarded to Auto Europe. It
  is recommended that you complete and sign the accident report together with the third-party. This form is located in the glove box
  inside the car. If it is missing, please ask the local car rental company for a copy.
  - In the event of theft or fire damage to the vehicle the car rental company and police must be contacted immediately to file a report.
  - In the event of vandalism to the car this should be reported to the local Police.
  - In the event of a collision with wildlife, local authorities must be informed and a written report is required.
  - In the event of a collision with wildlife, local authorities must be informed and a written report is required.
  - Retain copies of all rental documentation and relevant proof of communication between the car rental company and/or local
  authorities. Pictures of the damage are also highly recommended.
  - Should these procedures not be followed, your claim could be invalidated.

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] The response, does not make any sense, I was not involved in any accident. On the rental car, once returned at the airport, they found additional scratches that might have been originally there, which I can't prove. Nobody goes to the police -authorities with minor scratches. The point is on the voucher it states that I have refundable deductible and the deductible was 1200 Euros which I qualify because the damage was estimated at 500 Euros. Auto Europe is falsely advertising Insurance coverage. When there is a claim Auto Europe is coming up some ridiculous terms that don't even apply to this incident not to refund the deductible. I want my deductible refunded as I purchased from Auto Europe the Insurance.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 03/27/2025

  The denial is not due to the lack of police report but due to the lack of accident report with the supplier. 

  Accident Procedure:
  - In the event of or upon discovering new damages to the rental vehicle, it is required to inform both the local authorities and our local
  partner within 24 hours. An accident report must be completed and signed by the end of the rental with the car rental company.

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  There was no accident, therefor no report. Minor scratches which probably were there  on the car rental in the first place could not be considered an accident as shown on the pictures. I have sent all the documents that I received from the car provider. as soon as I arrived home. Looks like AutoEurope is looking for excuses with procedures that don't exist anywhere. AutoEurope is selling insurance coverage as stated on the voucher with refundable deductible. Any litigable insurance would pay right away the deductible with all the supporting documents provided by me. The question is, is Auto Europe an insurance company? If not , why are they selling insurance coverage? My guess is to deceive customers. I am still seeking the refund of 500 euros that I was charged which was in the 1200 euros deductible limit.,    
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a rental car through HUB Rent-a-Car in ******* **. We found a rate and booked at that rate (~$200 CAD for the week). When we showed up, the guy at the counter tried to tell me my insurance was not valid in the *** (apparently liability isnt accepted from ****** or ******) and I was REQUIRED to pay another $45 USD/Day (total of ~450 CAD) for the week. When I refused, I was told I would be charged my cancellation fee. This is unacceptable and a complete scam - nor was this expressed anywhere. We walked away from this and another family had the same issue, walking away as well. The guy at the desk was rude, combative and tried to take as much money as he could. His rates he quoted were even higher than the rates expressed on the website as well. This scam needs to be investigated and shut down.

  

  Business Response

  Date: 01/29/2025

  Hub is not run by Auto Europe but are one of our many supplier partner's that we have contracted rates with.

  In the attached prepaid voucher that was sent it states the following:

  Canadian and Puerto Rico residents cannot use their personal policy, but they can use a credit card for coverage,it must be in the name of the main driver. If renter does not have any of the above, the local insurance will be mandatory.

  We have opened a customer service file and will be reaching out to Hub to try and get the billing waived for this reservation. If Hub agrees to waive the billing, we will provide a full refund.

  ****Please note that the companys response time to us is typically ***** business days.****

  Regards,

  ****** ******

  Customer Service Manager

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car through Auto Europe to be picked up in ****** ****** from the ******************* company. I made the reservation on June 8, 2024 to be picked up on June 25th and I paid an extra 10% for the "Fully Flexible Cancellation" option. Our plans changed so I called on June 22 or 23 to have the reservation cancelled. I assumed this is all that was necessary to cancel the ********* about the middle of July after I returned from my vacation, I didn't notice any refund on my card and I called Auto Europe to inquire about the refund. They told me they had no record of anyone calling in to cancel the reservation. The problem with this is that the policy of the "Fully Flexible Cancellation" option was to call to cancel before the pick up date of June 25. Following this was several back and forth emails clarifying the situation and the end result was that I was denied the refund.I have to admit that Auto Europe has been quite cordial and I was not mistreated. I feel what happened with my refund is a result of some mistake, but I don't feel it's right that I get penalized and not get my refund.

  

  Business Response

  Date: 01/06/2025

  The customer claimed that he called in to ********************** to cancel the reservation on Jun 22. All calls to Auto Europe are logged and recorded.  When searching the phone number he provided, there were no records of phone calls from this number. The reservation was actually checked out on the pick up date but was returned the next day according to the rental agreement. We reached out to the supplier Green Motion to see if our billing can be waived or reduced. Unfortunately in this case the supplier ************ has denied any billing adjustment to Auto Europe. As stated in the terms and conditions of the voucher, there will be no refund for unused days. Even with this term in place, we still attempted to get the billing reduced so we may refund the customer. I am also checking with our supplier payments team to see if by chance we were not billed or received a lower bill for this reservation and will inform the customer once an answer is received.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: ******** ; Paid: ***** ; For: Rental car ; Problem: Rental not available at agency (because Auto Europe did not transmit the appropriate requirements to Alamo) ; Auto Europe couldn't find an alternate rental car for me (because there were none available anywhere) but offered to pay the difference if I could find one on my own. ; I lost the ENTIRE day finding an alternative and making sure Auto Europe would accept a rental from the company "*****" (the alternative I finally found) ; So I paid ****** for that car rental. ; (****** - ***** = ******) ; They owe me ****** ; We transmitted all of the proofs they requested by the 20th of Nov. ; I am filing this complaint on December 3rd as they are still dragging their feet and still have not re-reimbursed me.

  

  Business Response

  Date: 03/19/2025

  EUR ****** refund customer requested was processed on Feb 17

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here is a recount of what happened that day:On 9/19/2024, my wife and I arrived at **********************. We were scheduled to pick up a car from Europcar @1300 hrs. Upon arrival at the rental car pickup @1300 there were over *********************** the waiting area to be helped pick up their vehicles. I signed into the queue and we waited. We waited about 2 hours and there was barely any movement and only a few customers were helped during the 2 hours. I spoke with other customers waiting in the waiting area and some told me there had not been helped and were waiting 3 hours or more. I imagine I would have been called to the desk at least 4-5 hours after my scheduled pick up time. We had to book a rental car with another company and we were able to secure a vehicle and leave the airport and make it to our destination with very little time to spare. There was no other choice for us at this time. While traveling internationally my wife and I are obliged to be at certain places at certain times. We simply could not wait any longer to try to receive the vehicle promised to us @1300. The ******** counter was extremely understaffed.I need help getting a refund on the car that was booked in April of 2024. We did not pick up the car or use any services provided by ********. ******** could not provide us with the rental car at the specified time from our booking that was booked on 4/3/2024.I have attached a photo of a receipt with timestamp to prove when I had to start the transaction with Locauto. There is also a photo of the wait line at the airport from the same time.

  Customer Answer

  Date: 12/11/2024

  Hi. Auto Europe has responded and is telling us we were considered a no show. Due to their terms they are stating that ******** cannot refund Auto Europe for the booking. In turn, Auto Europe cannot refund us, the customer. I have also contacted ******** who was the actual car company hired by Auto Europe to provide us the car. I explained the same situation to ******** and they have emailed us back on 12/2/2024 stating that reservation # 1173828551 will fully be refunded. I have responded back to that email asking if the refund had been processed and to whom the refund will be going to.

  

  Business Response

  Date: 12/24/2024

  This is resolved. The Auto Europe voucher has been cancelled in full and a refund of $451.79 has been processed.

• Initial Complaint

  Date:10/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *********** am writing to express my dissatisfaction with a recent reservation made through Auto@Europe/Europcar.We booked a Station Wagon on January 27th for $1,787.59 CAD. On August 28th, after a flight delay, we contacted Auto@Europe from ******** to adjust the vehicle pick-up time. At that moment, we were informed that the station wagon category was no longer available. This was never communicated to us earlier. Our reservation was changed to a smaller vehicle, an MG HS, while keeping the original price.Upon arriving in ********* on August 29th, **** from Europcar informed us that no station wagon was available and that Auto@Europe had downgraded our reservation. He said Auto@Europe would reimburse the upgrade cost (50/day). We were given a large automatic Mercedes, with no other options available.We emailed Auto@Europe at the time, and their response was that no action could be taken until the trip was completed. We left with the car, but were dissatisfied due to high fuel costs and its size, which was far beyond our needs and ******** is unacceptable that we are now being charged an additional $3,047.70 CAD. We feel misled by Auto@Europe, and when I contacted them on September 23rd, they simply opened a ticket without letting me explain verbally.Given these circumstances, I am requesting a refund reflecting the difference between the vehicle we reserved and the one we received. I also wish to file an official complaint, as we were misled, and I feel my rights were violated.Thank you for your attention, and I remain available for further information.I look forward to your response.

  

  Business Response

  Date: 10/07/2024

  Dear *****,

  I have reviewed your complaint and customer service file. I can see that a modification was made 1 day before pick up changing the pick up time from 7:30am to 12:30pm. In this case, rebooking the reservation was required in order to modify the reservation. It wasn't that your originally reserved compact wagon was not available at the original pick up time of 7:30am, but it was not available when rebooking for a new time. As we were able to find a higher category (Standard size SUV) at the same price, we rebooked the reservation with this vehicle.

  Regarding the upgrade fee from **************************, they have sent over the attached which is the signed rental agreement that shows the upgrade with the charge and also the signed additional product form which states that the original booked vehicle was available but have chosen to pay extra for a different vehicle.

  Because there is conflicting information from you and ******** and we are unable to recreate the discussion at pick up time, we must rely on any documentation that was provided to us. In this case the signed rental agreement and the signed additional product form.

  Although there was no error or wrong doing by Auto Europe, I will process a good will refund of $200.00 CAD to the card we have on file. Please allow 3-10 business days for the refund to show.

  Regards,

  ****** ******

  Customer Service Manager

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  Good day,

  I would like to reiterate that on August 28, we contacted Auto@Europe by phone solely to inform them that our flight would be delayed and that the new pick-up time would be 12:30 PM.

  At no time did we request to cancel the first reservation for a new one.

  Furthermore, given that the first vehicle was already reserved from August 29 to September 21 (since February 2024), changing the pick-up time should in no way have affected the vehicles availability, forcing the agent to switch vehicles. The phone representative told us that she had to create a new reservation from scratch because our category was no longer available. I even kindly invite you to listen to the phone conversation, if it was recorded, to better understand. But at no point we did ask for or make this decision. It was 100% the representatives decision.

  Thank you for your understanding and support.

  
  Regards,

  *****

  

  Business Response

  Date: 11/11/2024

  Dear *****,

  I understand that you contacted us on Aug 28, one day before your pick up date to advise that your flight has been changed and that you would pick up the vehicle at 12:30pm instead of 7:30am. Any change to a reservation requires that the reservation is rebooked. As the original compact wagon was not available for a rebook, our reservations agent was able to find a slightly larger standard size SUV at no additional cost to you.

  I also understand that at the time of pick up, ******** had upgraded you to an automatic SUV for GBP ********. We disputed these charges with ******** but unfortunately they have maintained the upgrade fee because of the signed rental agreement and signed additional products form that I had previously sent. While ******** was unwilling to offer any compensation, Auto Europe has issued a refund of $200 CAD which should have been received.

  Auto Europe has

  1. Upgraded your vehicle prior to pick up at no additional cost

  2. Issued a refund of $200 CAD while still being billed the same amount from Europcar

  Regards,

  ******

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to my complaint.

  Could we find a better-balanced middle ground between the initial amount of ******** and $200?
  
  Considering that this amount was charged to us even though the vehicle change was in no way our fault but rather due to the flight delays.
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:08/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Auto Europe's supplier Europcar declined voucher, suggesting a better contract. See details in attachment. I don't want to pay for 2 cars. Auto Europe claims once they deliver the voucher they are entitled to their money. I paid them $2667.09 but their supplier declined to accept thrir voucher claiming they could provide a better contract. Their supplier gave me false information.

  

  Business Response

  Date: 08/14/2024

  If our partner Europcar France at the **************** did in fact suggest that the customer rebook the reservation locally and contact Auto Europe to cancel the original reservation, this would be very troubling to hear. Auto Europe's contract with Europcar states that reservations are nonrefundable 48 hours or less prior to pick up meaning Auto Europe will be billed in full for this reservation. The customer disputed the charges from ********************** around Jul. 19 meaning we were unable to handle any disputes until the dispute was closed in our favor. I can see that the dispute has been closed in our favor so we will be reaching out to the customer to confirm that they will not be redisputing the charges and to gather info needed to file a claim with ************************************************************************************** Manager

• Initial Complaint

  Date:05/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AutoEurope. Booked car rental online. Voucher # EU21105451-1 to be collected at LAX Dollar Car Rental, reservation # K8374311593. ***************** would not honour the contract I had with AutoEurope and I had to book a car directly. I have been unable to receive any follow up whatsoever on my complaint. I have been given a ticket number -- ******* -- but no call back or any follow-up. I am out the money charged me by AutoEurope and am seeking a refund. The number they are giving me is a european number and I am unable to get through to this line. I am Canadian. I will attach my voucher and any other information I have.

  Customer Answer

  Date: 06/03/2024

  I have not heard from the business in response to my complaint. I have contacted my credit card company and have opened a claim to dispute the charges. I have made numerous attempts to contact this company. I have contacted their European operations and submitted an online claim including supporting documentation. I have contacted their North American operations and received a receipt acknowledging my complaint. I have tried to contact customer support through various phone numbers. I have received only one email confirming that my complaint had been received and they would get back to me, which they have not.

  

  Business Response

  Date: 02/11/2025

  Per the voucher terms, the Euro rate is not valid for US or Canadian residents. Despite not following the terms, we were able to get an exception from Dollar and cancelled the Auto Europe voucher in full on Sep 18. The cancelled voucher was sent to the customer same day. We will reach out to the customer to let him know that the voucher was already cancelled.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car rental in *********, *****. AutoEurope failed to provide car requested; gave us an electric car which we purposely had NOT requested. Could not find a way to refuel car... lost 2 days of vacation trying and the Hertz (car rental) personnel could not help us. ***** personnel admitted they did not have knowledge about electric car needs and did not have any way to help us. They also admitted that the electric cars had been a BIG problem for them. Shell FOB provided but could not find Shell station with electric. Hertz personnel could not help.We were left on our own, in a foreign country, and with a foreign language, to try and resolve. All plans we had were lost, wasting time trying to charge the car. Unfortunately, we rented through AutoEurope and they are now responsible. Horrible mistake by AutoEurope to use Hertz in *********. Refund of $524.93. $91.50 charge already disputed on credit card. We have written and sent all paperwork to AutoEurope.

  

  Business Response

  Date: 08/22/2023

  Dear ********************** for your inquiry regarding customer service file *******.
  
  Please note I was informed by our Credit *********************** there has been a charge back disputing our Auto Europe Voucher. Due to there being an active dispute against our charge our *************************** is limited in what we can assist you with right now. Please note this file is now being handled by our ******************* and any further inquiries you may have should be directed to your Credit Card Provider.
  
  Please note if the dispute ends in Auto Europes favor, you are more than welcomed to contact our ***************************, and we will re-open this file and address the matter once more. Please be advised in order to re-open our customer service file we would need to see documentation from your Credit Card Provider stating the dispute has officially ended.
  
  Thank you for your understanding.
  
  Best Regards,

  *****************************

  Auto Europe LLC

   

  Customer Answer

  Date: 08/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear *****************************, Auto Europe,

  Your response indicates this is a credit card issue. Please, no. The problem revolves around customer service, but not directly yours. Hertz Rent A Car failed in their obligation to provide a logical and reasonable customer service. Sadly, your company is now caught in the middle. As requested, all charges are due from *****.

  Once you focus on what they have done, seek remuneration, progress will be made. We do not think this is going to be easy; probably why you keep deferring to the credit card card. Addressing the Hertz issue has become a widespread problem. Many, many consumers are now suffering this same plight. When will this stop? When you step up and follow through.

  Please do not make us use legal means to recover. ***** MUST address this problem; our only way to Hertz is through you. Dismissing this will not make the problem go away... for anyone. Someone needs to stand up and address this with *****. Sooner the better.

  Thank you for all your efforts.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ray

   

   

  

  Business Response

  Date: 08/24/2023

  Dear ***,
  
  Thank you for your inquiry regarding Voucher # *******.
  
  You have disputed our charges twice now. We will not assist with customer service issues while there is an open credit card dispute against our charges. Once the second dispute is finalized, we can then assist your customer service issue, but not before. Please refrain from contacting us until the dispute has been settled or you will receive the same reply, that we are not able t assist with customer service issues while there is an open dispute.

  Thank you.
  
  Best regards,

  *****************************

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30th, 2023 I paid in full for a rental car pick-up in ********, ** (Voucher number US*******-1). Thrift reservation number K53741971A5. The car rental cost was $392.46 for December 2023 use. On August 8th, 2023, I online cancelled rental car and requested a full refund. On August 9th I received an Auto Europe cancellation notice (Auto Europe voucher *******) notifying me of car cancellation and full refund.On August 10, full refund of $392.46 shows up on my US Bank credit card account.All the above is good but then on August 11th my US Bank credit card, which I used on June 30th, suddenly shows a new credit card charge of $392.46. I DID NOT request nor ************** another rental car. I have not contacted Auto Europe since my request to cancel June 30th car rental. This August 11, 2023 extra charge is incorrect, and I need to receive a credit.Basically I've been doubled billed for $392.46, when I never re-ordered a rental car for this year or next. Please credit my US Bank account $392.46 for your erroneous August 11th charge of $392.46.Thank you ***************************** Auto Europe Voucher Number US*******-2

  

  Business Response

  Date: 08/17/2023

  Dear **********************,
  
  Thank you for your inquiry regarding Voucher # *******.

  We sincerely apologize for the double billing and are aware of the issue that we are currently investigating.

  Please be assured we are attempting to resolve the issue as soon as possible and you will be refunded for your unused rental and any additional charges that are associated with the rental.

  Thank you for bringing this to our attention.

  We appreciate your patience while we work to correct the problem.

  *****************************

  Completed Rentals Manager

  Auto Europe LLC