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:10/05/2022

  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.

  On 21-Aug-2022 purchased Auto Europe Voucher number US5994184-1 for $646.55 for 13 days rental of a Kia ****** or similar car to be picked up in ************************************** on 07-Sep-2022.On arrival, Auto Europe office rejected providing the car because "an international driver license requirement" beside the US valid driver license. Agent stated all money paid will be lost because it was to late to cancel. Alternatively, she said, rental can be done in ******** where the international license is not required and voucher will be applied to that rental. I called Auto Europe US and they confirmed and said i could go to HERTZ in ***** to get the rental.On arrival to *****, ********, on 13-Sep-2022, ***** said they had no information from Auto Europe and the type of car was not granted but that we had to rent a "higher" type, which we did. No money was received by ***** from Auto Europe, hence we had to pay the full new amount to HERTZ ($1054.33) including $400 from an "upscale" because the reserved vehicle was not available.On 13-Sep-2022 Auto Europe made a refund in the amount of $272.87. In summary, by doing business with Auto Europe LLC we have lost $373.68 + $400 + additional travel cost between cities and aggravations and leisure lost time.Finally I can assure that I was very naive making this reservation thru AutoEurope. My advise is to go directly to the real provider *************************** etc.).Auto Europe LLC is an elegant ripoff to travelers via internet

  

  Business Response

  Date: 10/06/2022

  Dear ************ ********* hope you are well. I am writing regarding your previous rental in ******** with Hertz through Auto Europe.
  
  Please be advised Auto Europe has a customer service department for all past rental inquiries, charges, complaints, etc. I manage the department and can help on your recent complaint with the BBB.
  We were not made aware of any troubles until you emailed yesterday which I did not receive a response on. *********n your complaint, it states ***** did not have the vehicle confirmed and the voucher was not paid. I can assure that was an error on ****** agent as the voucher was paid to ***** in September.
  The car was confirmed for 18:00hrs on September 13th.It looks like you picked up at 14:06hrs. Did ***** advise you could wait for the car class reserved?
  
  The final charge to Hertz was ****** EUR for an upgrade,and insurance. Before I open a file regarding the upgrade, did you want additional insurance? Below is an itemization to show the monetary value of each item.
  
  VEHICLE UPGRADE ******
  SUPER COVER: ******
  LOCATION SURCHARGE: *****
  SERV PORTAGENS/E-TOLL: *****
  ROAD TAX: *****
  WINDSCREEN INSURANCE: *****
  VAT 163.44
  TOTAL CHARGES ****** / $927.35 USD.
  
  To conclude, I am seeking the answers on the below questions to further fight for your claim with Auto Europe and Hertz.
  
  Did ***** advise you could wait for the car class reserved?
  Did you want additional insurance?********* hope we can resolve the matter together and close the BBB file, as Auto Europe is your strongest advocator against Hertz ********.
  
  Thank you kindly for your patience. I look forward to your response.
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  ************
  Email: *****************************************
  Reservations: **************

  Customer Answer

  Date: 10/07/2022

  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.]
  
  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:07/20/2022

  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.

  I rented a car for a two week road trip in ***** through them and had problems immediately. When I arrived at the Hertz location in ********, the ***** employees were unable to process the voucher that I had purchased from Auto Europe because the voucher was missing some information. I was told I would have to put a hold on my credit card for the rental while Hertz and Auto Europe figured out what went wrong with the voucher. Fast forward 2 weeks and they did not figure out the issue so I had to pay for the rental out of my own pocket. This is after I already paid Auto Europe for the voucher. I've been requesting a refund from Auto Europe for TWO MONTHS and have been shouted at by their customer service representatives for having the audacity to request a refund. I'm being told that Hertz has to issue the refund and there's nothing Auto Europe can do.

  

  Business Response

  Date: 07/25/2022

  Dear **************,

   

  I hope this email finds you well.

   

  Please note, here at Auto Europe we have opened a file requesting the voucher be applied in full.

   

  I have spoken with my agents here in **************** who have advised you we will always assist, but we are waiting on Dollar's response. 

   

  Due to Dollar's extreme delay, I have cancelled your Auto Europe voucher in full, refunding $2,176.63 USD. This will be refunded to the credit card applied to our booking, which is a **** ending in ****8784.

   

  Please allow 3-5 business days for the funds to reflect. 

   

  Thank you.

  
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  Email: *****************************************
  Reservations: **************

   

   

   

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 arranged for a car rental in ****** for 5/3,-14, 2022 through my ***** agent at ****** Travel. ****** contracted through Auto Europe for a car in *****. A copy of the Auto Europe Voucher is attached. This is the only documentation I have on the the rental. I arrived at the pick-up location around 11 a.m. and waited for an agent for 20 min. I was told that the car had been given away and that there would be a car available after 4 p.m. A car after 4 was no good because I had a hotel reservation 2-3 hours away. On 5/4 I contacted ****** to get a refund and was told a refund can't be requested until after the return date. On 5/27 Froasch told me it would be 3 wks before there would be any information. On 6/29, 7/13 & 7/15 ****** advised still no information. On 7/15 Ispoke with **** at Auto Europe. In summary **** said that Auto Europe was trying to getr a refund from Alamo and that Alamo had denied the refund because I was a no-show. After further dscussion **** said that Auto Europe was still working on it. I told **** that: (1) As far as I was concerned Auto Europe was responsible because that is the only entity with which I was in contact; (2) The only documentation I have is from Auto Europe; (3) I was nver advised that the car, reserved and paid for, would be given away if not picked up by 10 a.am.; (4) I have no contract with Alamo and was nver advised of Alamo's terms. **** said I shoild hve been

  

  Business Response

  Date: 07/28/2022

  Dear ************,
  
  Thank you for patience regarding the customer service file US *******.
  
  Please note Alamo has responded to our inquiry, and verified the nonuse of the reservation.
  
  Please note we have cancelled the voucher in full, refunding $1,214.86 USD. This will be refunded to the credit card applied to our booking, which is a **** ending in ********.
  
  Thank you for allowing Auto Europe to assist you in this matter.
  
  Best Regards,
  
  *********************
  Completed Rentals Manager
  Auto Europe
  Email: *****************************************
  Reservations: **************

  Customer Answer

  Date: 07/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************