Atrocious Customer Service_Euorpcar Sandton

I booked in my cars for repairs on Friday 24 Jan through my insurance PPS Insurances. I got a date to take my car in for 29 Jan 2020. On the same day, my insurer booked me a rental car that I will be using during the period my car is being fixed. An sms with the car reservation ID: *** was received from PPS. On the 29th of Jan 2020, I get to EuropCar in Sandton only to find that the car was not booked. I got there roughly around 9am. The staff at the counter were the LEAST helpful. They plainly told me it was not booked and they could not do anything about it. I was told I HAD to call my insurer after I gave them the res ID. I did that, and my insurer managed to get the EuropCar call centre (who was at fault) to assist me with a car. The car (group B) was only available at 4pm on Wednesday, but the call centre lady asked that they give me a car that was readily available as I was running late for work. She then explained that at 4pm I should go through or Europcar will call to deliver the right vehicle. During processing my booking, the staff at EuropCar didn't even have the latest insurance forms (with the updated Ts&Cs). I had to wait a while they searched for this. At the end of the booking I asked the gentleman who was assisting me to call me at 15:30 and let me know if the correct car was avaialable. THIS DID NOT HAPPEN. I called at 4pm asking if the booking can be corrected. The lady who spoke to me at first had no clue what I was referring to (as if they don't make notes on the system) and once she figured it all out she did not call. On Thursday, again I called asking if I can change the car. Another lady argued with me and told me that the booking is CORRECT and if I want to change the car, PPS has to do it. I got really annoyed as I could sense that she was not even trying to understand they error. Nonetheless, I asked her to get the manager/s to call. She said they are not yet in ( at around 9am) and they will be in at 12. I asked her to get them to call me and surprise, surprise, AGAIN, THIS DID NOT HAPPEN. PPS called me (Mr. Linda Sibisi) called me to check if the whole booking was corrected. I told him now, and that I was so over the bad service I am receiving. He insisted that it must be fixed because they are being paid for group B and not the Hyundai I10. Eventually I got a call to tell me that I can come through and do the swap. Again, no offer to deliver the car. The correct car was received on Saturday morning and again, I felt no sense of "sorry" or remorse for the bad service that they gave. I had to pour petrol on the I10 for R270 odd as it is not the most fuel efficient car.

This experience has left such a sour taste in my mouth. You would think that, I would be treated as a valued customer, being that Europcar is receiving business from my insurance PPS. This was the worst ever experience I have dealt with. PPS well done and thank you for the great service from putting in my claim until now. And for following up with me. Highly appreciate your professionalism. Really enjoyed working with Linda Sibisi. I honestly hope that another rental company can be used from now on.