Insurance charges
Complaint
Mark Holmes
Country: Canada
It's not often that you will read this on complaintwire, but here goes anyway.
My wife and I recently had a wonderful 2 week fly and drive vacation in Scotland. I had prearranged the car rental and made sure through VISA that my INSURANCE was covered by this charge card. When we arrived at Glasgow, the Alamo rep on the desk told us that VISA would NOT authorize the insurance charges and long story short, since we weren't getting the car unless we took their Peace of Mind insurance, we signed up for it to get on our way. We even held a letter from VISA stating that insurance was fully covered, but that didn't matter to Alamo. At the end of our 2 week vacation, we returned the car, full of gas to the airport car rental lot. (This is VERY IMPORTANT!!!) ALWAYS, ALWAYS, ALWAYS return the vehicle and have someone inspect it for damage and if the car has been refueled to full. Have this documented on the receipt for your rental. If the individual says that you have to get a receipt from your credit card company, then have them sign for the car return, along with notes that there is NO DAMAGE and car was refueled on YOUR original rental agreement.) We returned the car, undamaged and full of gas, got the receipt and were on our way. When we arrived back in Canada, our VISA had been charged the 223 pounds for the insurance that we didn't need. Remember? We were already covered by the VISA card.
I immediately sent an email to the customer service department at Europcar UK, fully documenting everything and attaching letters from VISA and the original car rental agreement. An automated response told me they received the email and they would respond within 7 business days. You got it! Seven business days go by and NO RESPONSE. (surprise, surprise) Pissed off now, I emailed the CEO of Europcar UK directly! (email: mark.cotterill@europcar.com) I sent him a cover letter and "nicely" explained that his Customer Service people had NOT responded to my initial email and that his Company Mission Statement says "they will address EVERY customer concern in a timely fashion". I also included the original email I had sent to the Customer Service Dept.
The VERY NEXT DAY, I received a phone call from the Customer Service Dept of Europcar UK, all the way from Scotland, inquiring about the email. A few questions about what happened and I was told that he would call me back the next morning. I got up and checked my email the next day and there was an email from Europcar UK, stating that I was incorrectly charged for insurance on our rental and that ALL 223 pounds was credited back to our credit card. HURRAY!
So the system isn't broken, it's just how you attack it. I've always been one to jump the queue and go right to the top. I'm quite sure that the CEO of this very large company wasn't even aware of the practices going on at the customer level, but he is sure aware of them now. And if my email to him directly even helps one person down the road with a similar problem, then good on me. If you choose to go the same route as myself, then remember............YOU WILL CATCH MORE FLIES WITH SUGAR THAN YOU WILL WITH VINEGAR. Just be nice and polite and ASK that your problem be looked at for speedy resolution.
Not a complaint at all here. Just some helpful advice for anyone that wants to give it a try! GOOD LUCK.
My wife and I recently had a wonderful 2 week fly and drive vacation in Scotland. I had prearranged the car rental and made sure through VISA that my INSURANCE was covered by this charge card. When we arrived at Glasgow, the Alamo rep on the desk told us that VISA would NOT authorize the insurance charges and long story short, since we weren't getting the car unless we took their Peace of Mind insurance, we signed up for it to get on our way. We even held a letter from VISA stating that insurance was fully covered, but that didn't matter to Alamo. At the end of our 2 week vacation, we returned the car, full of gas to the airport car rental lot. (This is VERY IMPORTANT!!!) ALWAYS, ALWAYS, ALWAYS return the vehicle and have someone inspect it for damage and if the car has been refueled to full. Have this documented on the receipt for your rental. If the individual says that you have to get a receipt from your credit card company, then have them sign for the car return, along with notes that there is NO DAMAGE and car was refueled on YOUR original rental agreement.) We returned the car, undamaged and full of gas, got the receipt and were on our way. When we arrived back in Canada, our VISA had been charged the 223 pounds for the insurance that we didn't need. Remember? We were already covered by the VISA card.
I immediately sent an email to the customer service department at Europcar UK, fully documenting everything and attaching letters from VISA and the original car rental agreement. An automated response told me they received the email and they would respond within 7 business days. You got it! Seven business days go by and NO RESPONSE. (surprise, surprise) Pissed off now, I emailed the CEO of Europcar UK directly! (email: mark.cotterill@europcar.com) I sent him a cover letter and "nicely" explained that his Customer Service people had NOT responded to my initial email and that his Company Mission Statement says "they will address EVERY customer concern in a timely fashion". I also included the original email I had sent to the Customer Service Dept.
The VERY NEXT DAY, I received a phone call from the Customer Service Dept of Europcar UK, all the way from Scotland, inquiring about the email. A few questions about what happened and I was told that he would call me back the next morning. I got up and checked my email the next day and there was an email from Europcar UK, stating that I was incorrectly charged for insurance on our rental and that ALL 223 pounds was credited back to our credit card. HURRAY!
So the system isn't broken, it's just how you attack it. I've always been one to jump the queue and go right to the top. I'm quite sure that the CEO of this very large company wasn't even aware of the practices going on at the customer level, but he is sure aware of them now. And if my email to him directly even helps one person down the road with a similar problem, then good on me. If you choose to go the same route as myself, then remember............YOU WILL CATCH MORE FLIES WITH SUGAR THAN YOU WILL WITH VINEGAR. Just be nice and polite and ASK that your problem be looked at for speedy resolution.
Not a complaint at all here. Just some helpful advice for anyone that wants to give it a try! GOOD LUCK.
Comments
i was a good europcar customer but i have been very bad experienced yesteday in your sabiha gokcen airport office staff in turkey name faruk yaman,he requested credit card information from me, i said this is availble in your computet and check it,he was replied me znd said "you have to give these information" who are you i don't know you. i said i am old your customer not new do not troublesomethings to me,and your staff stand up and run to me to threat,my sister and me in shock,you give these important distribution to mafia person chech ones again about who are they deserve to be of your distributor. Not like sabiha gokcen airpot staff in istanbul in turkey. Please take care these compliants