Poor customer service
Complaint
clarion
Country: United Kingdom
I rented a car from Europcar in April while in France. I was not satisfied with the service offered and the additional charges I received afterwards.
First, I had to wait more than an hour to get my car which I rented and paid for well in advance. I was on a tight schedule and that delay unacceptable.
Second, When I returned home, I received a bill from Europcar where they charged me for two extra days, and some damage charge. I tried to investigate what damage was done to the car that I needed to pay for but got nowhere.
First, I had to wait more than an hour to get my car which I rented and paid for well in advance. I was on a tight schedule and that delay unacceptable.
Second, When I returned home, I received a bill from Europcar where they charged me for two extra days, and some damage charge. I tried to investigate what damage was done to the car that I needed to pay for but got nowhere.
Comments
Very annoyed.
Rented a car a month ago, for two days. Returning customers.
Filled up three miles outside the return depot. Have now been charged for 43 litres of fuel they say the staff had to put unto the car.
Customer services demanding to see receipts etc etc. But their own paperwork confirms that the car was petrolled up on return, because it was checked while we were there, and the paper handed to us.
I asked customer services to explain those charges when they clearly contradict the company's own paperwork. I also informed them that I have the company's own paperwork, photographic evidence of the car in the vicinity of where it was filled earlier in the day, a receipt specifying a fuel purchase in that location, a credit card amount for same, my wife's bank statement to verify the purchase of fuel three miles away from the drop-off.
After nearly two weeks, customer services e-mailed me last Friday to say -
Thank you for your query regarding the fuel charges applied to your rental. Upon investigation, I can confirm the charges have been refunded back to you.
A refund of £93.27 have refunded back onto your card and this should show in 7-10 working days.
Please accept my sincere apologies for any inconvenience caused to you.
Now, two days later ON A SUNDAY AFTERNOON ! when their customer sevices offices are closed, I have just seen the following, from the same customer disservices rep...
Thank you for your email as below. As previously requested, please can you send in your statement or fuel receipt showing the transactions made.
Once I have received this, I can further investigate your claim. Your case will be closed until the requierd documents have been received.
Utterly incompetent, cynical, rude.
I will not let this lie. Disgraceful.
IT WILL NOT BE EUROPCAR!!! Thanks to all the persons who emailed.
Mark.Cotterill@europcar.com
Lorsque nous avons eu une crevaison dans un endroit ou le portable ne passait pas pour appeler l'assistance nous nous sommes aperçu qu'il manquait le cric et l'outils pour enlever les boulons!!!il était 22heures sous une pluie battante et à plus de 50km d'un village.
Après nous etre trempés pres de 3heures quelqu'un s'est arreté pour nous aider et là nous avons eu la surprise de voir que la roue de secours était à plat et en tres mauvais etat...lorsque le lendemain nous arrivés à l'agence d'IXTAPA aeroport, ils ont refusé de nous echanger le vehicule ou meme d'arranger le pneu ou encore de nous mettre la clim!!!nous avons donc fait remplir du gaz de clim à notre compte et continé la route.
Arrivés a ACAPULCO meme scenario ils ont mis 3heures vant de nous repondreet ont pretexté comme les autres que 'europcar de l'aeroport de mexico étaient nuls et qu'ils ne verifiaient pas leurs vehicules...nous avons donc continé avec des pneus pourris des outils manquants...et lorsque nous avons rendu le vehicule ils ne nous ont meme pas rembourser la reparation de la clim...leur soi disant DIRECTEUR était toujours absent et impossible à joindre au telephone...C'est HONTEUX LES DANGERS QU'ils nous ont fait courrir et les désagrements et ils ne nous ont jamais recontacté ou remboursé comme ils avaient promis.
groveler out
groveler out
At least it clears the decks.
We would strongly suggest that nobody use Europcar. They are crooks and take advantage of their customers.reporting to shareolders hike in sales last quater.easy...crooks.
I rented a car in Italy (Bologna airport) for 9 days. I got a flat tyre, and was subsequently charged more than double the agreed amount, despite being informed I was covered by the insurance. there was a fuel surcharge, despite returning the car with more petorl than when I took it out. there has been inadequate explanation of the costs and poor customer service to raise questions. I would never use Europcar again, and urge others to avoid them. But are there other, reputable companies? I don't want to experience the same thing again.
A phone call to customer services in the UK (+44 116 2565656) got me nowhere - the agent could not understand what she was looking at. She suggested I send in all the information by email (customerservicesuk@europcar.com). I did. Several days after the charge was made, I received some mail, dated 22nd November, a credit slip and a new invoice, the difference between them being GBP 7.64. As far as I can understand, they seem to have found some extra "Licences and Fees". A follow-up email pointing out the lack of professionalism, the lack of common courtesy and decency, of helping themselves to my bank account on the same day as preparing the associated paperwork, as well as a demand for reinstatement of the payment to my account, yielded as much response as the first - NONE. Over a week later, I've just emailed again.
I'm not going to let this drop, even if it costs me more than GBP 7.64 to pursue it. In fact, I'll be at LHR in January, so may drop into the office there in person ...! A company that operates in this way should not exist.
My recommendations: 1. Please, everybody who has had similar trouble, keep chasing Europcar, taking it to ever higher levels as necessary. 2. If you haven't suffered at their hands yet, stay away; there are better alternatives for car rental.