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Europcar Kemwel $1,200 surcharge scam

San Diego
4 posts
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Europcar Kemwel $1,200 surcharge scam

Europcar/Kemwel

This is very complicated but we rented a car through Kemwel here in the US which books Europcar in Europe. We needed car seats for our 2 and 4 year old so requested them in our online reservation. We paid our bill and received our invoice which stated that any special requests could not be guarenteed. Being the concerned parents that we were, we secured car seats from relatives in Brussels because we did not want our kids traveling without them. We got to Brussels, told the Europcar clerks that we did not need the carseats and proceeded on our merry way without them for the rest of the 3 week trip. When we got home and more than a month after we returned our car, there was a $1,200 charge on our car.

What was it for? After much inquiry it was for renting carseats, not returning them and a theft fee! The office in Brussels acknowledges that we did not use them, nor steal them, corporate Kemwel refuses to credit our account.

We are not rich, we cannot afforda $1200 charge for something we did not use! We are working through Visa now but it is so frustrating HELP...

Arno <email>

Brussels, Belgium
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31,260 posts
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1. Re: Europcar Kemwel $1,200 surcharge scam

If I understand correctly, your problem is not with Europcar in Brussels but with Kernwell in the U.S... therefore I don't really understand what sort of advice you expect from the Brussels forum. I'm sure you must have consumer associations in America that could help with regard to the charge made for reserving and then not cancelling the rental of the carseats, with the company you actually booked this with. Here in Belgium I would go to Test Achats, of which I am a member, but it seems the Belgian company has confirmed that everything is fine with them.

Maryland
Destination Expert
for Las Vegas, Washington DC, County Donegal, Western Ireland
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51,191 posts
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2. Re: Europcar Kemwel $1,200 surcharge scam

"We are working through Visa now but it is so frustrating HELP..."

And that's what you should be doing. Just dispute the charge on your VISA card and let them work it out.

Portland, Maine
2 posts
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3. Re: Europcar Kemwel $1,200 surcharge scam

As a Kemwel employee, I noticed this post and felt that Kemwel's side of the story should be presented as well.

We at Kemwel are a tour operator. We arrange discount car rental rates with many major car rental companies worldwide.

While we arrange a discount rate, the client must still sign a rental agreement with the actual car rental company, when picking up their car.

For this reservation, a request was made for the child seat, but this request was never cancelled with Kemwel. As such, when the clients went to pick up their car, the child seats were still included in their reservation, and the clients signed the rental agreement indicating that they are taking two child seats. Since these two seats were not returned by the clients when the car was dropped off, Europcar Belgium billed the clients for both the rental of the child seats and the replacement cost for not returning the seats.

We have contacted Europcar in Belgium on several occasions to dispute these charges, but Europcar have maintained, each time, that the clients took the seats and did not return them. Thus Europcar have maintained their charges, and refuse to make any refunds. Europcar's assertion is backed up by the signed paperwork from Brussels.

Without any proof that our clients did not take the seats, it is difficult for us to further contest this charge. If the clients had a receipt to prove that they purchased their own child seats shortly before picking up the car, we could forward this to Europcar in Brussels in the hope that they will refund. However, for the time being Europcar in Belgium maintain that the child seats were taken by the clients and never returned.

It should be noted that this is not a finished matter for Kemwel, as this is still pending with Europcar, following our most recent plea to them, asking them to refund these charges.

It should be noted that these are charges from Europcar, and not Kemwel, which are in dispute. If the client has any written proof from Europcar stating that they did not take the child seats, by all means, please forward these to Kemwel, and we will be able to convince Europcar to refund the charges right away.

We always stand by our clients, but with Europcar providing signed paperwork to back up their postion (that the clients took the child seats and did not return them) and nothing from the clients to prove otherwise, our hands are tied.

4. Re: Europcar Kemwel $1,200 surcharge scam

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Removed on: 2:18 pm, August 22, 2009