I hired a car from Europcar at Marseille Airport. The vehicle itself was fine and the collection and return process was straightforward.

On returning the car, I honestly reported a scrape to the underside of the front bumper that had occurred during the rental. The branch staff advised that the damage would need to be assessed by an expert before they could tell me what the repair would cost.

A few days later I discovered a charge of approximately £964 pending on my credit card without any prior explanation. When I contacted Europcar customer services, they were unable to see the charge on their system or explain what it related to. They opened an investigation and advised it would take 3 to 5 business days.

Only later did I receive a damage invoice for over €1,100, which simply described the cost as a "Damage Surcharge" together with an administration fee. It did not include an itemised repair estimate or explain how the repair cost had been calculated.

I accept responsibility for the damage and understand that repairs have to be paid for. My dissatisfaction is with the lack of communication and transparency throughout the process. Customers should receive a clear explanation and supporting documentation before such a significant charge is applied to their card.

Overall, the experience left me with very little confidence in Europcar's damage claims process. I will not use this company again