The experience picking up the car was the absolute BEST we've ever had in years of renting cars! We were greeted by Nelson of Europcar--he made the experience truly wonderful. He greeted us warmly, asked about our plans, gave us tips on enjoying Madeira, made sure we got the car of our choice. Honestly, the best experience ever picking up a car. Unfortunately, the same cannot be said about dropping off the car. We had a 20-minute wait for the attendant to receive our keys and inspect the car because she was alone while we waited in a long queue of other dropping off the car. When we simply suggested it was unfortunate that she was left to all that work alone, she blurted out that it was our fault!?? "You brought the car back earlier than it says in your rental contract." "But," we replied, "we are only suggesting Europcar might wish to add staff during the busy morning hours." She was unnecessarily impolite, telling us again that it was our fault. Thank goodness for Nelson and the pick-up experience! We'll stick with Europcar despite that rude reception upon returning the car.
Bad. After the return of the vehicle they unfairly overcharged me in several ways. Firstly, 4 days of insurance for a 3 day rental. Secondly, a "Premium Station Surcharge" for returning the car exactly where it was planned and known from the beginning (this charge was not mentioned before). Thirdly, a "Fuel Charge" when I just refilled the car before returning it. The person responsible for the return and for checking the car told me that I could go because everything is OK. No one informed of any issue (as fuel, for example). Then they sneakily send an invoice via email with several surcharges, hoping that you don´t notice and complain.
I needed to pay for insurance on top. It was very expensive
Very long wait for pickup at LAX, slow moving queue at FOX, and ended up with a large Jeep SUV (Terrible to drive), after ordering midsized SUV. Final annoyance was that I was charged $150 when quoted $105. Tried to ring to dispute the charges but no answer.
Do not rent from Fox/Europcar at SFO. The shuttle to the off site rental took forever to show up, and then when I got there I waited in line for well over an hour despite having a reservation. They told me I’d have to fill it up before returning but once (finally !) on the road the tank was less than half full. Felt like an experience in a developing country…. I’d gladly spend more to have a seamless and quick rental.
The car delivered was not the same as displayed in the picture when I made the reservation!