Europcar
Verified Business
|1.2|110 Reviews (last 12 months)|Responds in 80h 39m
Europcar
Verified Business
|1.2
110 Reviews (last 12 months)
Responds in 80h 39m
Rated in:
Scores reflect the Overall AI Score for each category
Europcar
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Europcar is facing significant customer experience challenges across nearly every operational area. Customers describe systemic problems with deposit refunds, post-return damage claims they cannot verify, hidden charges, and unresponsive complaint handling. While a handful of staff members receive praise by name, the dominant narrative is one of distrust, billing disputes, and prolonged claim delays across multiple branches.
Replied to 96% of negative reviews
Reply time on negative reviews: 77h 8m
TrustIndex
2.4
Ranking
#11
in Car Rental
Reply Time
80h 39m
NPS Score
-89
Recommended: Unlikely
Replied to 96% of negative reviews
Reply time on negative reviews: 77h 8m
Sep '25 - Aug '26
Based on recent customer reviews, Europcar is facing widespread dissatisfaction across the rental experience. Customers repeatedly describe disputed damage charges appearing after vehicle return, prolonged deposit refund delays, and unresolved third-party claims. While a handful praise individual staff members by name, the dominant narrative centres on poor communication, inconsistent inspections, and a perceived lack of accountability from head office and branch management.
The most common complaint about Europcar, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Aftercare. Customers describe ignored emails, unanswered WhatsApp messages, and weeks of chasing for refunds, claim updates, or deposit returns. Automated responses and being transferred between agents are recurring frustrations, with head office and legal teams (Hanli Strydom, Danie Snyman) accused of going silent on escalations.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Sept 2015
Made a payment arrangement with them via Gloria Van Zyl, a "Debtors Administrator". I've more than honoured the arrangement, yet I'm now being bombarded with threats about legal fees. Apparently, they have no record of my payments, even though I've been forwarding my POPs to the same Gloria and copied to their collections department.
1 reviews | Active since Sept 2015
Made a payment arrangement with them via Gloria Van Zyl, a "Debtors Administrator". I've more than honoured the arrangement, yet I'm now being bombarded with threats about legal fees. Apparently, they have no record of my payments, even though I've been forwarding my POPs to the same Gloria and copied to their collections department.
1 reviews | Active since Nov 2018
Carmen Benjamin from Europcar emailed me hours after I dropped off the rented vehicle at Cape Town International Airport. There suddenly appeared to be damage on the car after the car was cleared and the inspector (guess around 60-year-old guy) cleared the vehicle with no damage observed. The email Carmen sent does not contain any proof of an incident and only an incident report is attached already I must fill in which is very suspicious. The tone is also very adamant. I suspect it’s an inside job and ******* bunch of people at this branch because the inspector that took my car asked suspicious questions not related to the car inspection and wanted to know where I am going. I googled Carmen Benjamin Europcar because I know for a fact there was no damage on the vehicle and the behaviour and questions of the personnel was strange in comparison to my other experiences. I rent a car monthly from Firstcar and Woodford mostly. I found several complaints regarding this same person and strategy used on HelloPeter with the same story. They keep your deposit as well apparently and seven people are copied in the email. I saw recent complaints from Obakeng and Tiaan in April 2026. This is going on for a while now. What is concerning is that the person is still working there and even the same strategy is used. I dont think Carmen gets any trouble from management and they are catching out alot of people. This must be escalated to higher levels in Europcar since it seems this particular strategy is used at the Cape Town International branch if I look through the types of complaints on Europcar.
1 reviews | Active since Nov 2018
Carmen Benjamin from Europcar emailed me hours after I dropped off the rented vehicle at Cape Town International Airport. There suddenly appeared to be damage on the car after the car was cleared and the inspector (guess around 60-year-old guy) cleared the vehicle with no damage observed. The email Carmen sent does not contain any proof of an incident and only an incident report is attached already I must fill in which is very suspicious. The tone is also very adamant. I suspect it’s an inside job and ******* bunch of people at this branch because the inspector that took my car asked suspicious questions not related to the car inspection and wanted to know where I am going. I googled Carmen Benjamin Europcar because I know for a fact there was no damage on the vehicle and the behaviour and questions of the personnel was strange in comparison to my other experiences. I rent a car monthly from Firstcar and Woodford mostly. I found several complaints regarding this same person and strategy used on HelloPeter with the same story. They keep your deposit as well apparently and seven people are copied in the email. I saw recent complaints from Obakeng and Tiaan in April 2026. This is going on for a while now. What is concerning is that the person is still working there and even the same strategy is used. I dont think Carmen gets any trouble from management and they are catching out alot of people. This must be escalated to higher levels in Europcar since it seems this particular strategy is used at the Cape Town International branch if I look through the types of complaints on Europcar.
1 reviews | Active since Apr 2019
I booked a car from Europcar Kathu branch. They were supposed to deliver the car 13h00 but failed to deliver. It’s now 13:54. I called their office now the 3rd time but they deliberately choose not to answer
1 reviews | Active since May 2017
I rented a car in Jhb for R500 per day on Friday 8th. I needed a car in PE to get to plett as my flight was diverted due to weather in a George. Europ car charged me R2400 on the 11th. Five times the price??????? **********
1 reviews | Active since May 2017
I rented a car in Jhb for R500 per day on Friday 8th. I needed a car in PE to get to plett as my flight was diverted due to weather in a George. Europ car charged me R2400 on the 11th. Five times the price??????? **********
1 reviews | Active since Aug 2016
Wish I could give a 0 star rating! My car was in an accident and the insurance referred me to Europcar for a rental, all went smooth I paid the deposit, took the car back in time, clean and full of petrol, receive my invoice, nothing wrong and was told the deposit will be refunded within 7-10 working days. 10 working days pass and no refund, followed up only to be told there’s a refund form I need to complete and email which I did and then I must wait another 10 working days. We are on day 9, I have been mailing, speaking to agents on whatsapp and no one can even confirm if the deposit was processed. I don’t want much, just a date when I will be receiving my refund and then I actually want my refund!
1 reviews | Active since Aug 2016
Wish I could give a 0 star rating! My car was in an accident and the insurance referred me to Europcar for a rental, all went smooth I paid the deposit, took the car back in time, clean and full of petrol, receive my invoice, nothing wrong and was told the deposit will be refunded within 7-10 working days. 10 working days pass and no refund, followed up only to be told there’s a refund form I need to complete and email which I did and then I must wait another 10 working days. We are on day 9, I have been mailing, speaking to agents on whatsapp and no one can even confirm if the deposit was processed. I don’t want much, just a date when I will be receiving my refund and then I actually want my refund!
1 reviews | Active since Apr 2021
I rented a vehicle from Europcar at the Hartfield branch and the staff were helpful throughout the rental process, which I appreciate. The vehicle was inspected upon return and my deposit was refunded, confirming acceptance of the car in that condition. Afterward, I received an email claiming there was a dent on the roof that was not previously reported. I was later invoiced approximately R4,800 for this damage, which I dispute as it was not identified during the return inspection. I need clarification on this charge
1 reviews | Active since Apr 2021
I rented a vehicle from Europcar at the Hartfield branch and the staff were helpful throughout the rental process, which I appreciate. The vehicle was inspected upon return and my deposit was refunded, confirming acceptance of the car in that condition. Afterward, I received an email claiming there was a dent on the roof that was not previously reported. I was later invoiced approximately R4,800 for this damage, which I dispute as it was not identified during the return inspection. I need clarification on this charge
1 reviews | Active since Mar 2016
My vehicle was legally parked outside my home (Sea Point Cape Town) when it was struck by a Europcar insured driver who admitted liability immediately. More than a month later, despite extensive cooperation on my side, Europcar still had not authorised repairs or confirmed payment, leaving me driving a damaged and unsafe vehicle while absorbing the disruption, administrative burden, and loss of use myself. What followed was extraordinarily shocking in terms, both in service and compliance from Europcar. Despite this being a straightforward third party claim involving an innocent parked vehicle owner, I was repeatedly required to follow up, resubmit information, obtain at least 3 independent quotations for their own assessment process, and spend days attending to administration that should reasonably have sat with the insurer and claims department. They refused to send an assessor. I was further advised that: • Europcar would allegedly reimburse me a fee "they feel appropropriate" and possibly note the lowest quote ob*****ed, rather than settle repairs directly with the repairers • no interim vehicle would be provided despite the admitted liability and loss of use • I was expected to source quotations myself rather than have the vehicle independently assessed promptly by their own assessor despite quoting the CPA, and despite requesting an assessor in central Cape Town. As a consumer and innocent third party, I found the handling of this matter inconsistent with the principles of fairness, reasonableness, and timely resolution contemplated under the Consumer Protection Act 68 of 2008. A consumer should not be subjected to unnecessary delay, prejudice, or procedural obstruction in circumstances where liability is clear and the damages are straightforward. The issue was never merely the accident itself.Accidents happen.The real issue was the prolonged delay, the shifting of administrative responsibility onto the innocent party, and the apparent lack of urgency in restoring me to the position I was in before the incident occurred. Based on my experience, I would exercise extreme caution before using Europcar or relying on their claims handling processes should something go wrong. To date, one month later, Hanli Strydom and Danie Snyman , the legal team at Europcar, continue to ignore all my emails. I am now forced to pursue the driver, who resides in Germany directly, and he will have to claim. Do not use Europcar, they are not an ethical operation at all.
1 reviews | Active since Mar 2016
My vehicle was legally parked outside my home (Sea Point Cape Town) when it was struck by a Europcar insured driver who admitted liability immediately. More than a month later, despite extensive cooperation on my side, Europcar still had not authorised repairs or confirmed payment, leaving me driving a damaged and unsafe vehicle while absorbing the disruption, administrative burden, and loss of use myself. What followed was extraordinarily shocking in terms, both in service and compliance from Europcar. Despite this being a straightforward third party claim involving an innocent parked vehicle owner, I was repeatedly required to follow up, resubmit information, obtain at least 3 independent quotations for their own assessment process, and spend days attending to administration that should reasonably have sat with the insurer and claims department. They refused to send an assessor. I was further advised that: • Europcar would allegedly reimburse me a fee "they feel appropropriate" and possibly note the lowest quote ob*****ed, rather than settle repairs directly with the repairers • no interim vehicle would be provided despite the admitted liability and loss of use • I was expected to source quotations myself rather than have the vehicle independently assessed promptly by their own assessor despite quoting the CPA, and despite requesting an assessor in central Cape Town. As a consumer and innocent third party, I found the handling of this matter inconsistent with the principles of fairness, reasonableness, and timely resolution contemplated under the Consumer Protection Act 68 of 2008. A consumer should not be subjected to unnecessary delay, prejudice, or procedural obstruction in circumstances where liability is clear and the damages are straightforward. The issue was never merely the accident itself.Accidents happen.The real issue was the prolonged delay, the shifting of administrative responsibility onto the innocent party, and the apparent lack of urgency in restoring me to the position I was in before the incident occurred. Based on my experience, I would exercise extreme caution before using Europcar or relying on their claims handling processes should something go wrong. To date, one month later, Hanli Strydom and Danie Snyman , the legal team at Europcar, continue to ignore all my emails. I am now forced to pursue the driver, who resides in Germany directly, and he will have to claim. Do not use Europcar, they are not an ethical operation at all.
1 reviews | Active since Aug 2023
NO NOT USE THEM. Go to another car rental company!!! Europcar will do their best to eat up your deposit!!!. They charged me for a flat fine admin fee of R400 for a fine that was reduced to R400 by Municipality just to send an email to the city of cape town to reroute fine to me. U will pay more to Uuripcar than u will pay for the fine itself. They tell me the charge is for admin that they incure to give my information to the city ,audit the fine and scan the fine. The municipality sends a fine electronic, its a lie that they scan an already electronic document.
1 reviews | Active since Aug 2023
NO NOT USE THEM. Go to another car rental company!!! Europcar will do their best to eat up your deposit!!!. They charged me for a flat fine admin fee of R400 for a fine that was reduced to R400 by Municipality just to send an email to the city of cape town to reroute fine to me. U will pay more to Uuripcar than u will pay for the fine itself. They tell me the charge is for admin that they incure to give my information to the city ,audit the fine and scan the fine. The municipality sends a fine electronic, its a lie that they scan an already electronic document.
Europcar scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Car Rental, compared to the Car Rental industry average of 2.4. Their strongest theme is Booking & Returns (1.5); their weakest is Damage Claims (0.8). The top AI-rated Car Rental business on Hellopeter is Drive.co.za (4.5). How is the AI Score calculated? →
Europcar has a TrustIndex of 2.4 out of 10 on Hellopeter, based on 110 reviews in the last 12 months. They reply to 96% of negative reviews, typically within 77 hours 8 min. Hellopeter has tracked Europcar across 1,980 total reviews. How is the TrustIndex calculated? →