taking 543.04 pounds with out showing any evidence of damage to a car that was hired
Complaint
stephen oweson
Country: United Kingdom
Hi
I wish to loge a complaint against Europcar car hire Rental agreement number 135637728 which was rented from Edinburgh airport on the 10\10\2013 at 2056 and dropped off in Aberdeen airport at 0545 hours on the 11\10\2013. complaint I received the invoice from Europcar hire on the 13.10.13 two dat after the drop off there are claiming that the car has sustained damage up to the value off £543.04 I have emailed them up to four time asking for information regarding this alleged damage I finally got hold on the customer service adviser via a phone call and I informed them that the car was picked up during the night and due to the insufficient light source at Edinburgh airport the car could not be inspected as the light requirements are unacceptable the car was also dropped off during the ealy hours and the lights at Aberdeen are even poorer my real issue is I have asked them to investigate this matter on the 13.10.2013 and was told this would take 5 working days I have noting to substantiate there claims which is totally unacceptable I have phoned many times now and have been seen off. The car was also left at 0545 were no one from Europcar was there therefore the car was left in the car park for over 1 hour 15 mins untainted. Can you help with this matter.
Dear Mr Owenson
Thank you for your telephone call today regarding rental agreement 135637728.
As per our conversation, I can confirm it is not part of Europcar’s processes to provide photographs of damage, however stations can take photographs, if they wish to do so. The photographs provided to you are therefore the only ones taken by the station on check in of this hire.
As stated below, my decision to refund the damage to the rear bumper was done as a commercial gesture, due to you not receiving a response from our Customer Services team. This was not done as an admission of liability or error. I would also refer you to the rental conditions, which state that if a customer returns a vehicle outside business hours, they remain responsible for the vehicle until it is checked in by a member of staff.
Please be assured that all aspects of your query have been fully examined and the decision taken was based on information provided to me in conjunction with Europcar’s procedures. If you have any information that may assist me in reviewing this decision, please do not hesitate to contact me.
Regards
John COOPER
Europcar UK Group | Client Liaison Officer
Office: +44 116 217 3422 | Fax: +44 207 198 1713|
James House, 55 Welford Road, Leicester , LE2 7AR , UK
mailto: clientservicesliaison@rentpremier.com
I wish to loge a complaint against Europcar car hire Rental agreement number 135637728 which was rented from Edinburgh airport on the 10\10\2013 at 2056 and dropped off in Aberdeen airport at 0545 hours on the 11\10\2013. complaint I received the invoice from Europcar hire on the 13.10.13 two dat after the drop off there are claiming that the car has sustained damage up to the value off £543.04 I have emailed them up to four time asking for information regarding this alleged damage I finally got hold on the customer service adviser via a phone call and I informed them that the car was picked up during the night and due to the insufficient light source at Edinburgh airport the car could not be inspected as the light requirements are unacceptable the car was also dropped off during the ealy hours and the lights at Aberdeen are even poorer my real issue is I have asked them to investigate this matter on the 13.10.2013 and was told this would take 5 working days I have noting to substantiate there claims which is totally unacceptable I have phoned many times now and have been seen off. The car was also left at 0545 were no one from Europcar was there therefore the car was left in the car park for over 1 hour 15 mins untainted. Can you help with this matter.
Dear Mr Owenson
Thank you for your telephone call today regarding rental agreement 135637728.
As per our conversation, I can confirm it is not part of Europcar’s processes to provide photographs of damage, however stations can take photographs, if they wish to do so. The photographs provided to you are therefore the only ones taken by the station on check in of this hire.
As stated below, my decision to refund the damage to the rear bumper was done as a commercial gesture, due to you not receiving a response from our Customer Services team. This was not done as an admission of liability or error. I would also refer you to the rental conditions, which state that if a customer returns a vehicle outside business hours, they remain responsible for the vehicle until it is checked in by a member of staff.
Please be assured that all aspects of your query have been fully examined and the decision taken was based on information provided to me in conjunction with Europcar’s procedures. If you have any information that may assist me in reviewing this decision, please do not hesitate to contact me.
Regards
John COOPER
Europcar UK Group | Client Liaison Officer
Office: +44 116 217 3422 | Fax: +44 207 198 1713|
James House, 55 Welford Road, Leicester , LE2 7AR , UK
mailto: clientservicesliaison@rentpremier.com
Post a new comment