Europcar Complaint
 SUPPLIER |
Europcar |
 INDUSTRY |
Car Rental |
| BRANCH / AREA | Durban central | COUNTRY | South Africa |
| TIME / DATE | 12:25 Wed 8 Feb | PERSON RESPONSIBLE | B. Pillay |
| CUSTOMER | liz theu | View all reports by user |
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| PROBLEM | Feedback / Response |
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| INCIDENT | Wed 12 Feb | ||
| HEADLINE | EUROPCAR GIVES REDUNDANT ADDRESS LEADS TO COSTS |
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| I rented a car from Europcar on 2nd Feb. I had arranged to return the car to Durban Central and not back to the airport. I asked for the address and was given a redundant one. B. Pillay even wrote the street address down for me on the rental agreement. as 50 Prince Alfred Street. Friday 3rd I rode around for hours trying to find Prince Alfred Street, but the names had changed years over 12 months ago. I phoned the Europcar call centre to ask them for help. They said they could not give me the new street address and gave me the Durban phone number. I must have phoned them about 10 times and it just rang and rang. No one bothered to pick up. I then tried to phone the call centre again and it also just rand and rang. Eventually I had to stop and ask for directions and after hours of wasted time, cell phone battery going dead and no assistance - I finally found the place. When I went into the office to speak to the supervisor, the Indian gentleman was offhand and abrupt and said they were too busy to answer the phone. Yet, when I was there he was doing nothing. I don't just want an apology, I want compensation for the inconvenience, cell phone costs and poor service! | |||
| SUPPLIER'S RESPONSE | Europcar | Time and Date | 12:20:47 | Thu 9 Feb 12 |
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Hello liz theu, Dear Elizabeth Please note that we are in receipt of your feedback above and thank you for allowing us the opportunity to address your query at hand. We would firstly like to apologise for the inconvenience and frustration caused in trying to locate the branch with the address given to you. We have escalated the matter to the branch and Regional Manager for further investigation, kindly allow us at least 48 hours to investigate and revert to you. We once again sincerely apologise for the inconvenience caused. Yours Personally Europcar Customer Services |
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