On May 23rd, 2025, I rented a van from the Europcar office on Via Madama Cristina in Turin, with pickup scheduled for 8:30 AM. Despite the booking time, due to slow procedures and poor organization, I was only able to leave with the vehicle around 9:00 AM.
Unfortunately, things went downhill from there. After just a few hours of use, the van began showing multiple warning alerts through the onboard system (engine issues, headlights, brake pads, Blue Print warning, etc.), and eventually broke down completely at 3:10 PM. The van was fully loaded with cargo, and I had paid workers with me, making the situation even more critical. I was effectively left stranded on the side of the road with no concrete help from Europcar.
At 3:29 PM, I immediately contacted the rental office where I picked up the van to request a replacement vehicle. The response was shockingly dismissive and rude: I was simply told to "call roadside assistance" and that nothing else could be done. No alternatives, no support, no responsibility.
After contacting roadside assistance—which required two separate interventions and could not resolve the issue right away—I called the office again. This time I spoke with someone more polite, but just as unhelpful. They admitted multiple times that they “didn’t know how to handle this case” and that it was a “peculiar situation.”
Now, Europcar’s official response is that I did not request a replacement van through roadside assistance, and that the branch had no suitable vehicle available. However, I clearly requested the replacement directly from the office where I picked up the van, and was told none were available and no other option was offered. Now they’re effectively blaming me for not going through the "right channel" while I was left stranded with a broken-down van, a full load of cargo, and workers on the clock.
This was a complete failure on Europcar’s part: a vehicle with pre-existing issues, no reliable support, and an irresponsible attitude in handling the aftermath.
I demand a full refund of the rental cost and compensation for the financial and logistical damages caused. One working day was entirely lost due to a situation well beyond my responsibility.
I strongly advise against using this branch, and frankly, this experience makes me question Europcar’s overall reliability as a company.
