not standing behind agreed deal

Fwd: Disrespecting our original reservation #984511972
Wild  Mar 19 at 5:01 PM
To
europcar@europcar.com


Sent from my iPad

Begin forwarded message:





Sent from my iPad

Begin forwarded message:


Subject: FW: Disrespecting our original reservation  #984511972










Subject: Disrespecting our original reservation  #984511972
Attention : Etty

Dear Etty
We made a reservation with Europcar Rent a Car in Toronto to rent a car while visiting Israel. For your convenience please refer to the attached copies of Reservation # 984511972 which was then backed up by a documented chat record.
The reservation included an additional driver, all the insurances, including third party, collision damages, all taxes & fees for the period of March 14 to March 22.
When we arrived at Ben Gurion airport from Toronto, on March 14, we could not find your rep because he was sitting on the upper floor waiting for us without any visible identification, and not looking for us, as other reps were. This caused us a delay of about 45 minutes!!
When we were finally dropped off at the Europcar office in airport city, we were asked to leave our luggage in the indoor open parking lot unattended and go upstairs to the office to sign the agreement .We did not feel safe to do so, so one of us went back to watch the luggage. Since we originally reserved a second driver on this car rental we had to go back and forth, up and down, to fill out all of the requested information.
The girls in the office said they have to charge us for third party insurance even though we showed them a copy of the chat record we had with the company's rep at the time of reservation, reassuring us that no extra charges will be applied.
When I tried to object ,the answer was "you can cancel and go somewhere else if you are not happy".
Leaving the office, the girl that released the car told my wife about the code to start the car, but did not mention it to me. She started the car and drove it to the street level so we could leave. The next day when we wanted to use the car I had no clue about a code but my wife told me to look for it on the release paper. When I did, I found a number that did not work. After many tries, and since we could not start the car and did not have the means to call your service, we had no choice and took a taxi .On Saturday March 15 we called the office reporting about that.
The car key we  got , used to be a  remote key, it's definetly not working as such.The brakes are noisy squeeky  and probably not safe.

I am very disappointed at  your customer service. I would like you to refund the overcharges you charged my Visa insurance & additional driver.
Attached please find a copy of my original reservation & a chat record along with Agreement #301011127.

Thank you for your kind attention,

Avishay  Wild

Wildabe@rogers.com
Tel in  Israel  
054-241-0571






2 AttachmentsView allDownload all
Original reservation.pdfDownloadView
Chat record.pdfDownloadView
Nice and tidy.