Europcar Bilbao Estacion in Bilbao

This is a tourist trap, not a serious company! Be careful if you come to Europcar with a booking from a broker agency. It gives the impression that the company is trying to trick you into paying extra. The charming employee is really good at making you trust him. He assured us several times that we didn't need to worry as we had booked good insurance cover anyway. He also had a few practical tips for us. In the end, he said that I would only have to authorize my credit card for the approx. 100,- petrol deposit. Unlike other documents, the contract was only available in Spanish and the individual amounts were abbreviated. I saw an amount of around 100,- and thought this was the fuel deposit. So I gave the authorization. A day later, I noticed that it said in small print that I had authorized a total of over 200,-. So, the guy had lied to my face. I called Europcar and was told that I had taken out additional insurance. I had never asked for this, nor was it offered to me. The customer service said I could claim the refund when I returned the car. However, the employee at the returns desk didn't want to do this and had us speak to customer service on the phone again. They kept putting us off and promised us an answer by email or phone. However, this response never came. Instead, the entire amount was debited from our credit card. We also received no response from the broker agency. Another customer who wanted to rent a car at the same time was confronted with a similar situation. A huge amount was charged for a fee that had not been mentioned when booking with the broker agency. These incidents and many reviews here give the impression, that this is a systematic game they play. Better go somewhere else! Or have every detail of the contract explained to you in detail. Also, take photos of the car when you rent it - inside and out. Since the customer service ignores me, I will discuss the matter with the employee from the office himself soon.

Really helpful and polite to get us a rental car when nearby Enterprise refused a reservation based on a company policy that isn't displayed anywhere. Enterprise still tried to take our money though... Europcar on the other hand were really calm and helpful and explained the whole process (and that we had brought all the correct documentation). Definitely using Europcar for the rest of our trip.

It's such a cliche that a car rental rips you off, and honestly you just can't add costs without informing the customer. C'mon it's 2024. I opened a dispute and am waiting for your reply. The car was ok otherwise.

Staff great - helpful, friendly, good English - website and app rubbish: I couldn't check-in because the site was down - apparently often happens - and both the app and the site refused to accept my PW and then looped endlessly in the reset routine. Please sort!!

Unhelpful employee that lost interest in us as soon as we refused her offer to 'upgrade' our rental package. She just made us sign the rental documents and waved us away, had no time for inspecting the car together. Two weeks later during hand-in, Europcar employees had all the time in the world to inspect the car for 30 minutes under a magnifying glass. To top it off, they claimed new (unregistered) damage despite our photos proving it was already there during pick-up. We were charged a staggering amount of EUR366 for the cleaning of a barely visible stain in one of the car seats (see photo). Save yourself a lot of stress, frustration and money and avoid this place at all costs.

Luckily we took a video of the car when we picked it up. Quite a few scratches were not noted on the note. Thanks to the video we did not have to pay anything. When you check the car, make a note of any damage that is important to you.

Asenet and Eva helped me taking a new car after I punctured a tyre in France, where they came to tow me and picked me up

Great customer service! I was helped by Eva Sebastian who did an excellent job getting us a car over the holiday weekend. We had an issue with the parking garage by our apartment. Eva did a fantastic job helping us resolve the issue. She was quick to help out and find a solution that allowed us to enjoy our holiday weekend. Despite how busy she was both days we saw her, she took the time to help us with professionalism and a smile. Many thanks!