Europcar Car Rental Tamarindo

We rented an SUV from Europcar for one week. Our agent, Kimberly Miralles, was very professional in handling all aspects of the lease. She arranged everything in a very eficient way leaving nothing to chance. We could not have been more pleased. Her warm personality was an added bonus. Very positive experience indeed. Lorna and Bob

On the 13th of this month, I returned my car. Miss Lizzy informed me that the car didn't have license plates, which surprised me. She told me that the plate cost around $300 USD, which I agreed to. However, I told her that I hadn't seen anywhere else that they charged that much for a plate, much less with full insurance. She told me that they had mentioned this detail when I signed the contract, and when I signed, I told her I wasn't going to hand over the keys until I resolved the issue with the person who initially assisted me, Arelis. Arelis behaved very rudely and randomly threw out numbers. She told me it would be $230 USD, but as soon as she started talking to the washer or driver, she told me it would be $400 USD. I asked for an explanation, but she ignored me, saying it wasn't her problem. Without being disrespectful, I asked her where she got those numbers since the young man clearly wasn't the boss, but she insisted he was. She yelled at me because I explained that it seemed very strange that my front license plate fell off when my friends' plates were always with us, but theirs didn't. The plates were attached differently, but I never refused to pay. This woman, Arelis, ignored me multiple times,I asked for her email address, and she continued to ignore me, only speaking to her coworker or the other young man to say goodbye. I just wanted to appeal and asked for photos and an explanation, which she flatly refused. People like her shouldn't be in customer service. I would give them -5 stars just because of her. If it weren't for her other coworker who gave me an email address and said something to Arelis so I could take the photos, this company would be in very bad shape.

They requested the reservation credit card to confirm my identity. Despite charging my card multiple times with US$1 verification transactions, they claimed to have “IT issues” and said their system was unable to complete the verification. As a result of their own technical failure, they refused to release the car. To make matters worse, customer service also refused to issue a refund, even though the problem was entirely on their side and I fully complied with all verification requests. This is unacceptable. I was denied the service I paid for due to their internal system problems and was then left without both the car and my money, with no adequate support or solution offered.