Obruni Boy

I would like to give a heads up to others regarding the addition of a fuel charge to returned cars at Europcar Heathrow and to get an idea from Flyertalk members of how common the practice is.

On delivering the car I had it checked over by an employee who confirmed to me no damage and in doing so he checked that the fuel gauge was showing full. Lesson learned I did not get any receipt to confirm as such. This was a one way hire with the car collected from elsewhere if relevant.

After one day I received by email an invoice confirming 6L of fuel had been added at twice the general filling station fuel cost. I had filled up a mile away and as far as I was concerned the car was just as full as when the car was received. After all you would not expect to have to dip the tank of a car at collection when showing a full fuel gauge.

I took the matter up by email with Europcar Customer Services UK but they will only review the charge if I provide a receipt of the filling I undertook. I feel this is not the point seeing as the car was checked on return and anyway I did not keep a receipt for the fuel as I paid with cash after a previous visit to a Heathrow filling station led to my credit card being cloned and used in the Philippines.

I am not happy with Europcar and would like to know if anyone else had this experience.

Gaza

I had exactly the same at STN two weeks ago. I had filled up at the BP station at STN and still had the receipt. The similarities don't end with the charge as I was t for exactly the same as you, 6 liters. The rate was about three times that of the service station. I protested and demanded to see the fuel log to prove they had filled it with 6 liters. They came back and said it had taken 1.5l and as they don't charge for under 2l they would refund me.

My issues was probably down to the car. The Peugot 308s are notorious for showing under full when the car has been filled. I suspect they just look at the gauge and take a guess.

Obruni Boy

Thank you Gaza. I think there is an issue here with Europcar just making up a quantity which they claim to have added. Not enough fuel to give grounds that it can be disproved but enough to enhance their profits. The car I had was also a Peugeot 308 (diesel).

Gaza

The staff at the station know there is an issue with the 308s. The needle never goes to the "Full" line. I'd fight them and ask them to provide details of the fuel log and to prove that the car took 6 liters. I'd also say that I will be disputing the charge with my CC provider as they have charged you for something without providing evidence.

zerbib

Europcar return car employees are aware of the issue with the fuel gage (peugeot) not showing full upon refuelling.
What I am surprised about is that upon returning the car at LHR you always get a receipt from the clerk and you also get an email with a statement, at least I do! Now if the employee confirmed the car was full upon return, that should be enough for you to challenge, did you get such a receipt or email ?
I rent regularly at lhr and I know the station manager well as I had other issues which he resolved very promptly, if that helps...

Obruni Boy

Zerbib - thanks for your comment and offer. Unfortunately I have no receipt. Having used the Europcar/ Alamo site at LHR for many years without any problems I have for a long time accepted the word of the checker that there were no issues and left it at that. From now I will obviously get a receipt.

The fuel gauge was actually showing full as far as I was concerned. I received an invoice by email the day after handing back the car confirming no additional charges then the following day this was cancelled and a second emailed invoice arrived with the extra fuel charge.