Eurocar bogus cleaning charge and debt collection

pred02

Hi,

I'm looking for some advice regarding a dispute with Europcar Italy.

We rented a car from Venice Airport in February and returned it after hours. There was no Europcar agent present at the time of return, so we were unable to do a walk-around inspection together.

Several weeks later, Europcar charged us around €160 for alleged "extraordinary cleaning" of a rear seat. It was only my wife and me using the car, nobody sat in the back, and I'm fairly confident that the mark they are referring to was either pre-existing or not caused during our rental.

I took a video of the exterior of the vehicle when returning it, although unfortunately I did not record the interior.

Since then, I have repeatedly asked Europcar for evidence supporting the charge. They have largely ignored my requests and simply continued demanding payment.

What concerns me even more is that they have provided a document containing a customer signature that is not mine. I was not present for any inspection, had already left Italy, and did not sign any inspection or damage report.

They are now threatening legal action and referral to a debt collection agency if I do not pay within five days. Interestingly, they are requesting payment by bank transfer rather than charging the card used for the rental.

My questions are:

• Should I continue disputing the charge and refuse payment unless they provide proper evidence?
• Would there be any benefit in offering payment by credit card and then disputing the charge through American Express if necessary?
• Has anyone had experience with Europcar Italy or similar cross-border rental car disputes?
• Realistically, what is the worst-case scenario if they refer this matter to a debt collection agency or attempt to pursue it through the courts?

For context, I am based in the UK and the amount in dispute is approximately €160.

Thanks in advance for any advice.

Famau

Curious. When Europcar (Norway) discovered a "scratch" on a part that I did not photograph (like you) they told me that they would take payment through the VISA card they held. I reluctantly agreed, but payment was never taken - over a year ago now. I would be very reluctant to pay via bank transfer - why are they not referring to the card details that they presumably hold?

So I would suggest replying to say that you authorise the payment from the card that they hold, despite disputing the charge. If they take it then que sera. If they don't then at least you have done your bit. I wonder if their initiating this via VISA is actually too much bother for the modest amount involved. So they may - like with me - drop it but say nothing.

brianposter

What is the date on the document with the incorrect signature ?

pred02

https://forums.moneysavingexpert.com/discussion/comment/82028089#Comment_82028089

It is the morning after we departed Italy and the vehicle check was due. They signed on behalf of the company and the customer.

elsien

https://forums.moneysavingexpert.com/discussion/comment/82028066#Comment_82028066

Why would they authorise payment on a card for a charge that they disagree with?

OP - No idea what the Italian system is but I suspect that debt collectors probably have the same sort of powers that they have here – ie none,

if the company carry on chasing you, you could always try this lot for advice. https://www.ukicc.info .

user1977

Cross-border debt collection is technically possible but I very much doubt anybody would bother for 160 Euros.

Sandybanks

"We rented a car from Venice Airport in February and returned it after hours" Did you book the car online and if so which countries website or did you book at the desk in Italy? Was the documentation you signed in English or Italian. Did they strong arm you into taking out extra insurance. As the branch was closed you could not have signed or received a "Statement of Return" You should have received a copy of this by email. If you did, does it mention the back seat problem?

Download a copy of Europcar terms and conditions from the UK site and see if they have followed them to the letter. They require the branch to take photographs of any damage so they can provide you with the evidence. Ask them to provide you with a copy of the pre- hire inspection report they are required to do on every car. Their customer service is often very robust in its replies relaid in the hope you are too busy to have time are will just give up. They don't want to take the money from your credit card because a) You could do a chargeback and b) its possible that it's a way for Europcar Italy to hide it from Europcar corporate in France.

Its not that long ago that Europcar UK got in a lot of trouble with trading standards for overcharging on damage to cars.

If you dont plan to use Europcar ever again, refuse to pay without evidence and cancel your credit card!