Reservation # 1129097964 I recently hired a van from Europcar for the period 4th to 11th January 2021. I made the booking directly with them on their online site and elected to have the vehicle delivered to me and collected at the end of the rental period due to the covid-19 situation. I received email confirmation of the booking showing that delivery and collection was included in the price I paid. At the end of the rental period I called them to confirm the time they would come to collect the vehicle and I was told that collection was not included in my contract because I had made the booking on their online site so it was not confirmed. I was very disappointed to hear that because I had received confirmation at the time of booking that it was included. I was told that I would have to return the vehicle myself. The booking confirmation I had received showed that the rental location my booking was registered to was around 2 miles from my location, so I decided to return the vehicle and draw a line under the matter. When I went to the location printed on the booking confirmation I found that it was shut down and the site was being re-developed. I immediately called Europcar again and asked why they made me waste my time travelling to their car hire location that had been shut down. A very unsympathetic rep then informed me that I would have to take the vehicle to another location around 4 miles away. I obviously refused to do that and informed them that they would have to collect the vehicle from my home where it was originally delivered. The vehicle was collected by them the next day and the collecting driver checked the vehicle thoroughly and informed me that there was no new damage to the vehicle. He asked me to sign a sheet that only showed the scratches to the bodywork that were noted when the vehicle was initially delivered. A week later I received an emailed invoice with a £155 charge from Europcar informing me that they had found new damage to the vehicle - a puncture which was identified when the vehicle was returned to their depot several miles from where it was collected. They also sent me a copy of the collection document which I had signed when the vehicle was collected and someone had now hand written a note at the top of the document about a puncture. I naturally disputed this because the collecting driver did not flag up a puncture when he collected the vehicle, he drove the vehicle several miles back to their depot and could easily have got a puncture himself and the document I signed did not note a puncture. I assumed that they had decided not to go ahead with the disputed charge because I was not contacted by them again. I only noticed a couple weeks later that Europcar had collected that disputed charge of £155 from my credit card account. I have been renting vehicles over many years and this has been the worst experience I have ever had. I would avoid this company like the plague in future. They would never get any business from me and I would Definitely not recommend them to anyone.