Europcar Sunshine West - Sunshine West, Victoria

Moises S.

I know for a fact they have found my black and white garage remote control in the centre compartment of the car but decided not to let me know or give it back because they don't want to take ownership of their mistake specially Anthony the MANAGER who was very rude and had too much ego by telling he cant help me because the car has been rented out and nothing 3lse he can do. I have been in contact with their customer service, Mark and a lady from their Sunshine West office who told me they will call me back but never receive even 1 call. Finding your customer personal belongings and not returning it is considered stealing. STAY AWAY FROM THIS COMPANY TO AVOID THE WORST EXPERIENCE YOU CAN EVER HAVE

Ashish S.

The worst customer service for rental service and it's not Europcar is this specific branch. Rented a truck for moving on Sunday and arrived on site to pick up the truck I had booked only so the price was 98$. The lady at the front charged 298$. When I asked her why she said that's what it is. Luckily I had the price screenshot I booked and she said she would keep 200 as a bond and I need to pay 300& more for the bond as they need 500$ total. I said fair enough if they are returning my bond. Returned the vehicle. Even confirmed that I would receive the whole bond and was assured that I would receive all. The day I received the payment it came as 300$. Called them the person on call was clueless and just asked me to wait 10 business days. It took you a minute to deduct the amount and how is it taking 10 days to return half of the bond and 2 days to return the other 300?
I

David Z.

Was good at start and then went to crap!
I returned car past the allocated grace period which was never informed to me. They tell me I need to ensure car is full when bringing back! They tell me if you have an accident it’s $600 excess and that’s it. Here are the keys, go check and make sure all is all good, or you can scan QR code to add photos.

Then let it be known I bring back during my lunch break, and next day or 2 receive an invoice for an extra day. I ring up sunshine and get told that’s because of the time you brought it back. I advise him No one told me I had to bring it back by a certain time, he acknowledges they should have but he can’t do anything and I have to ring a different number.

Speak to Phillipines and they pretty much say well it’s in your contract you should have read it. So washing there hands of it.

Europecar you are a an absolute disgrace! I will
Never be using you again!

ridhu A.

Terrible Experience - Rude Staff who refused to release car

"We had a terrible experience with one of the staff at the car hire branch sunshine west .He was extremely rude to my partner. We had a 7 seater car booked for 4 days but was running 15 minutes late due to an emergency. We called them but couldn't reach the branch . They closed the center without even attempting to contact me to check our whereabouts.

The next day morning, my partner went to their office, and the staff , refused to give the car saying that’s the policy. Despite multiple requests from us and even customer care, he adamantly refused without any valid explanation. The car was still under my partners name and wasn't canceled until the end of the 4-day booking. ( I confirmed this at the Melbourne airport branch upon my return).

This caused significant disruption to two of the families plans. We had 2 toddlers and 4 adults waiting for the car, and anniversary and New Year's celebration were completely ruined. I had spent $3,000 on travel to Melbourne, and this individual's unprofessional and rude behavior completely derailed our trip and all the plans .

Upon checking they had no policy to cancel my booking in this manner. They also charged me one day charge of $100. (Customer care refused to refund even that charge)

Since it was a 7 seater it was extremely difficult to find an alternative car . We spent double the cost for 2 days to hire a car last minute .

I strongly advise against renting from this franchise. Their customer service is appalling, and their staff lack basic professionalism and respect for their customers."

Karanjeet S.

Process to pickup & drop the vehicle was smooth & transparent. Staff was welcoming & courteous to respond to customer queries. Overall, it was an amazing experience.

Frank D.

Booked a truck, first time they call me just hours before to say truck broke down (maybe excused)

But they can't satisfy you for the inconvenience, they say go take from othher branch, or get refund like your planning for the day is not worth much, no compensation.

Now thats fine, I understand a one time matter, but again now another excuse is double booking, and they dont bother to again compensate you for inconvenience they just call 30 mins earlier when you are on your way to say a quick sorry for souble booking?!! Again like your time is not worth their while!?!!

So hey eurocar, your sorry is not accepted, I usually dont leave bad reviews, but I lost 2 day of my time in middle of my move because of you guys, and didn't get anysort of compensation, least you could do was offer discount for next booking.

To sum it up, poor management on their system, and poor reflexes when they have a problem on their side.

Ann-Maree S.

Booking the car online, was a bit troublesome, site was a bit glitchy, but once that was sorted, picking up the car was nice and easy. Staff were polite and car was lovely to drive.

Make sure you allow plenty of time if returning to Melbourne airport.

Returning the car to the designated spot at Melbourne airport was an absolute nightmare.
I drove around in circles for over an hour trying to find somewhere that was 5 mins away from me.
Lack of signage or directions on where to go. There was only one overhead sign saying car return, that can only be seen if you enter directly from a certain freeway.
The directions/how to get there link from your email gives you directions to a vending machine, when I finally got to drop off, it said I was 10 mins away from where I needed to be.
When I rang your customer service people, they were very polite, but couldn't give me any help me at all, I so stressed and in tears by this stage.
Luckily, I found 2 lovely truck drivers delivering to the Parkroyal who pointed us in the right direction.
We only just made our flight, with 7 minutes to spare.
Without exaggeration, this was one of the most stressful experiences of my life, I hope my feedback helps to prevent this happening to any other interstate travellers.

moises S.

I have dropped off a rental car 4 days earlier and realised I have left something in the golve box earlier and forgot to take it out. Just an hour dropping off the car
I called europcar and spoke with Anthony (claim to be the manager) and told me that he cleaned the car himself even though an asian man has taken the car key off me when i dropped of the car and found nothing in the glove box and told me the car has been rented out within an hour of dropping off the car. Which makes no sense cause the car is due to be dropped off on Friday the 21 Feb.

Anthony was rude and not helpful at all. I am very disappointed and not happy that I can't have my stuff back as I am certain that my stuff has been left in the glovebox.