1. A minor scratch resulted in a claim for repair costs, management fees, and taxes, totaling over 5300 yuan. 2. Initially agreed to allow cross-border travel to Albania, but at pick-up, they claimed it was against national regulations and wasted over 3 hours. Suddenly, it became permissible again, treating agreements like a joke.

Very good

Brand new car with only 1000 kilometers

Convenient and fast.

Upon arriving at the airport, we were informed by the staff that the V class vehicle we reserved was under repair. They gave us a Vito to use temporarily, and we were supposed to switch to the V class the next afternoon once it was fixed. We agreed, but received no email or call the next day. We went to the airport ourselves and waited for half an hour, only to be told there was no progress. They asked us to call them after 8 PM. We called again that night, and they told us to call again the next morning at 8:30 AM. When we called in the morning, they said the car might be ready, but we needed to leave early and had to be on the road. When we arrived at the airport at 10 AM, they told us the car was still not ready. We said we would take the current car and sort out any price difference later, but they refused because someone else had reserved it. This whole issue wasted an hour of our time. The woman at the counter was very rude and offered no solution, saying she only handled rentals and didn't know where our car was, giving us a number for the reservations center that was of no help. The staff were very unhelpful and exhibited discriminatory behavior, treating white customers differently. After almost three hours, they finally let us take the Vito, but we had wasted our entire morning and our schedule was disrupted. The staff showed no apology and argued it wasn't their problem. We documented everything with photos and recordings and sent a complaint email to Europcar. In response, they waived the cross-border fee and gave us a tank of fuel. However, when we returned the car, they attributed pre-existing damages to us, and could not provide previous comparison photos. It felt as though they were trying to reclaim the value of the free fuel. Since we were told we would only have the car for one day, we didn't take photographic evidence initially. Be sure to thoroughly inspect your car and take pictures, especially when renting from Europcar, as their return process is slow and tedious. Avoid Europcar if possible to save time and avoid frustration.