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Europcar Europcar- Horrendous Service Internet
1. I was in
2. The office where we had to collect the car was inside the arrival hall at
No one showed us where the car was (we had to go back when we realized just how big the parking area was and someone came to point us in the general direction.) We found the car. No one ran us through it. There was a manual in the glove compartment so it was find out for yourself!
3. On our second day in
4. The next day I again called Europcar helpline. I was asked to call their office in
5. I arrived at head office on Saturday 3 July to return the car and spent about half an hour driving around the block trying to find the entrance. I then established that the entrance was in fact closed. I tried calling, but no one answered the phone. I spoke to the security guard in the adjoining property and was advised that they would only be reopening on Monday. I phoned Customer Services- they said Head Office had no key drop off area, so seeing it was closed; they did not know what I should do and had NO suggestions! We sat in the car considering our next step when a garden cleaning van arrived and someone appeared to let them in. I grabbed that person's attention and he suggested I go to Europcar at Leonardo da Vinci airport- B2/B4. So off we set having NO details on the airport or its set up. Arrived at Europcar at about 1pm. VERY FRAZZLED. Handed the car over no problem. NO customer relations whatsoever. AWFUL. No one would talk to you or give you any attention of any sort..they just took keys out of people's hands.
6. After my return I received an account. To add insult to injury, they debited my credit card account with R1 786.63 for an extra days car hire! The vehicle had been hired from 10:00 on 16 June to 12:00 on 3 July. If I returned it 1 hour late it was because they were not available to take delivery!
I then referred the matter to my travel agent. After some debate Europcar refunded me the hire cost for the extra day.
The towage cost refund has however been a nightmare.
At first they said:
"Client did not have a normal breakdown for the which he needed our normal road assistance BUT he drove into a vineyard and car crashed into half meter of mud ..
This means that our normal assistance was not helpful to collect client and car ."
When I sent them a map showing that it was a road this was the response:
" 1. in any case client is not authorised to drive outside the road, even if it's a GPS to suggest that or a property owner
2. Client had to call our assistance - number is on car keys and inside car
3. receipt sent says that road assistance needed a special tow truck : a caterpillar. This should mean that car was in the mud
The only refund I can made is a refund of 120 which is that one we would have paid if client had called our assistance "
They ignore the fact that I was in the middle of the road I did not get off the road. The method of retraction is whatever they and their appointed agent decided upon, and I did call their Helpline.
So I sent them a print out of all the calls made to their Helpline from my Cellular telephone. And this was their response:
"regarding the above client, we confirm the charges are correct and the file is closed there is no further refund due. "
NO REFUND OF ANY AMOUNT ON ACCOUNT OF THE TOWAGE HAS BEEN RECEIVED.
The towage was arranged by their office in Siena. The towage Company was someone they use extensively- he had a number of shelves in the office full of lever arch files labeled "Europcar".
I quite honestly feel totally scammed.
I will never ever use Europcar again. I have hired vehicles through Alamo, Avis & Hertz in the past- you cannot even start to compare the service levels. STAY AWAY FROM EUROPCAR!