I Got Charged for Windshield Chip Despite Having Insurance with Europcar Pristina

I made a reservation with Europcar at Pristina Airport from March 29 to April 4, 2025. When I arrived to pick up the vehicle, I specifically requested full insurance coverage (full kasko). The staff questioned why I wanted it and then informed me that they do not offer full insurance—only standard coverage. I was caught off guard, but switching to another company at that moment would have been a hassle, so I had no choice but to accept the car under those limited terms.

When I returned the car, I was told there was a small stone chip and scratch on the windshield above the passenger seat wiper area. I explained that it wasn’t my fault—clearly just a stone hit while driving, which should be covered under their standard insurance. I reminded them that I had asked for full coverage from the beginning, which they refused, and insisted that I should not be held liable.

Still, they charged me €200 on the spot. Even worse, I later saw that the full deposit amount they had previously placed on hold was also withdrawn from my card. I had a damage insurance policy covering up to €1,000, yet they deducted this fee without repairs, assessment, or proper justification. Why was it assumed the insurance wouldn’t cover this? I had no accident or violation—just a minor road chip!

I chose Europcar because I believed a large, professional brand would handle such situations fairly, but I was completely let down. I even contacted their complaint department via email at e*****************@europcar.com, providing all the details and explanations, but received no helpful response or resolution.

After this experience, Europcar is the last company I would ever consider for future rentals. This entire situation has destroyed my trust. Total disappointment. I demand a full investigation and refund of the ₺7,000 unfairly charged to my card.