Scammers, Cheaters, Con artists. When you read through the reviews here, it comes up many, many times. Unfortunately, I now know why. I have used Europcar around the world for decades, and if this branch is an indication of what the company has become, then I would advise everyone to stay away! I prebooked a Ford Focus 10 days for 434.40 gbp - pretty normal. I went to collect my reservation at Heathrow after 65 hours of travel, pre booked and price set at 434.40 gbp. At the counter, the agent said "free upgrade to an automatic Mercedes". She then took credit card Authorisation, and only when I spotted the amount on the eftpos terminal, did I spot that I had been charged 1398.40 gbp, so an unauthorised jump of 964 GBP. Immediately raised the issue, the staff acknowledged the incorrect amount, but they refused to reverse the credit card authorisation. They then said they would draw up a new contract at the original quoted amount. They flat refused to give me a copy of the original invoice. They said they could not refund the credit card, it would take at least 14 days - So if I took the original (3 times quoted amount) they could reverse it, otherwise not possible. This is becoming obvious at this point that it is some form of "commission scam". So now I have 2 pending amounts against my visa, obviously affecting the total limit of the card. Next, I went to pick up the vehicle, I am given a Vauxhall Crossland (I requested a Ford Focus), and the state the vehicle is in, is disgusting, and this shouldn't be given to any customers. If this is the state of your fleet, you should retire them. The vehicle has been used by a heavy smoker, the car reeks of smoke, and there is cigarette burns on the driver’s seat. The outside of the vehicle has damage on every panel and the wheels. It looks like it has been through some form of war. I have a full video of the state of the vehicle before collection. So I drive out of the lot with my poor looking Crossland, get on the freeway to head a couple of hours down to Southampton. Hot day, AC on, and AC doesn’t work! Called customer help line, get nowhere. I then head up to Milton Keynes and go to the Europcar depot there. The counter manager was helpful, test drives the car & confirms AC does not function at all. This is Thursday. They do not have a replacement car, so they promise to call me the next day for a swap over. No call. Go to the depot on Saturday & its closed. Call customer helpline. they confirmed Milton Keynes is closed (yep, sitting outside it). Their suggestion was to head to Luton Airport (I was now at Silverstone) a round trip of 4 hours (remember no aircon, and hottest September in 30 years). I had to pay for the extra mileage & fuel of course. I arrived at Luton, Staff were good, Friendly. They then gave me an Vauxhall CORSA. A little beat up, but better than the last OPEL. I headed off out of the compound to have the oil light & check engine lights both start flashing. Tried the Air conditioning & completely non functional. (Don't know if air conditioning failure is standard on these Vauxhall's). Back to the depot (another 20 mile loop). The lot operator was super helpful, and we checked the oil, not even showing on the dipstick. Then we checked the front tyres, Both completely bald, the LH one showing canvas. He was embarrassed (felt sorry for him) he took us inside to the manager, and took a while, but they found a SEAT CUPRA manual. It was tidy, and everything worked! Rest of the trip went as it should have. 3 weeks to have my original amount (1398.40gbp) refunded. Do not trust or use Europcar Heathrow.