Europcar Complaint

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SUPPLIER	Europcar	INDUSTRY	Car Rental
BRANCH / AREA	Head Office	COUNTRY	South Africa
TIME / DATE	13:48 Wed 8 Feb	PERSON RESPONSIBLE
CUSTOMER	ajithwolf	View all reports by user	0 1
PROBLEM	Billing + Service + Ac...	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Wed 8 Feb
HEADLINE	Unethical practices & lack of accountability
I rented a car on 27 Oct '11 for a weekend in Umtata. On picking up the vehicle, I selected the "Super" waiver option at the branch (which I have done previously), & provided my credit card details for the rental purposes (note that my limit on the card is ~R6k. The vehicle was not refuelled & I forced to follow the agent to a specific petrol station to refuel the car, despite it being out of my planned route home. Any alternative solutions proposed were not acceptable to the agent. I was rear ended on the way to the petrol station. End Nov, i received a quote for R17k for the claim as per the standard waiver. >R18k was then forced out of my Credit Card without my or the Banks approval and I lodged disputes with both the Bank and Europcar. The Bank advised that i rectify the issue with Europcar, who eventually refunded me the R17k at the end of Dec. Based on the fact that the accident occured when I was driving to the Petrol station, i believe that Europcar should take part/full accountability for it, but have not received any reason why they will not take responsibility. To me this feels like unethical behaviour and a breech of the Consumer protection act. Add a new Europcar Report Inappropriate report?
SUPPLIER'S RESPONSE	Europcar	Time and Date	14:28:04 \| Thu 9 Feb 12
Hello ajithwolf, Dear Ajith Please note that we are in receipt of your feedback and firstly apologise for the inconvenience caused to you. We have noted your feedback with regards to the refuelling of the vehicle and will be escalated to the branch manager to address with their staff. We have further escalated your query with regards to the damage to our claims manager for further investigation. As confirmed previously we have credited the initial charge of R17000 and applied the Super Waivers to your rental. We once again sincerely apologise for the inconvenience caused. Yours Personally Europcar Customer Services