Europcar Conversion
 SUPPLIER |
Europcar |
 INDUSTRY |
Car Rental |
| BRANCH / AREA | Braamfontein | COUNTRY | South Africa |
| TIME / DATE | 13:40 Mon 19 Dec | PERSON RESPONSIBLE | Branch Manager |
| CUSTOMER | assethib | View all reports by user |
 3
 0
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| PROBLEM | Bad Attitude |
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| INCIDENT | Mon 19 Dec | ||
| HEADLINE | Series of mistakes and inefficiencies! |
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I received a confirmed booking from the Europcar site - reservation number is: 916240469 on 15/12/2011. When I went to the Europcar branch to pick up the vehicle it came as a surprise that I needed to pay at first R9000 and then R8076.26. While I was asking for a breakdown of the costs and in trying to determine how much I needed to eventually pay for the service it turned out that I would be charged approx. R3000 for the service when I had been quoted R1516.29 on the website (confirmed). While standing there and querying the booking details I got an SMS notification that R8076.26 had been deducted from my account! I hadn't signed any document yet and I hadn't agreed to the amount! I immediately asked the assistant and the branch manager that was helping him to revert the transaction and cancel the booking. I was sure it would be done. Especially since it was their mess. BTW no apology or fix-up was offered. Shocking branch experience. Called call center twice to resolve, 2nd time left hanging for 15 minutes while speaking to Kelvin! Still no returned funds in my account! 4 days later! Where's my money!? |
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| SUPPLIER'S RESPONSE | Europcar | Time and Date | 15:12:49 | Mon 19 Dec 11 |
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Hello assethib, Dear Tessa We are in receipt of your feedback and firstly apologise for the inconvenience and the unacceptable level of service received at the branch. This will be addressed with by the Regional Manager. As per our conversation the transaction against your card has been reversed and will be confirmed via email. We once again sincerely apologise for the inconvenience caused. Yours Personally Europcar Customer Care |
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| CUSTOMER'S FEEDBACK | assethib | Time and Date | 11:35:10 | Thu 22 Dec 11 |
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Quite Impressed:
I'm impressed with how Byron Govender from Europcar's Customer Services, responded to my issue. He speedily assisted, called me in person, researched the issue & found a solution. He's a solutions guy! Unfortunately there aren't more Byron Govenders working for Europcar. Another positive was getting a call & apology from the Regional Manager, Faith Nxumalo. Bonita from the Braamfontein branch should be the manager! |
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