1 reviews | Active since Aug 2010
Cannot get details on a damage they want to deduct
<p>After hiring a car for the umpteenth time from Europcar and never experiencing an issue, last week I returned my rental to Cape Town airport at around 18:00. There was not a soul in sight to accept the return and I was told to leave the key in the car and it would be fine as I needed to go and catch my flight.<br />On Monday the 27th I then received an SMS telling me they had generated a damage/loss claim. I tried calling and eventually after trying 4 times I managed to get detail that this was for a windscreen chip. I then instructed the call centre agent to request the branch to take photos of the alleged damage and send them to me.<br />They promised faithfully that the photos would be sent the following day (this would have been 1 March). I told them that unless I received photographic evidence of this damage that I would not accept this claim as I do not believe the damage was caused while I had the car. To date I have no communication from Europcar on this issue, they have not refunded my deposit of over R4,000 and nobody seems to be able to provide me with potential cost or evidence of said damage.</p>
Got a call from Jaco, one of the managers at Cape Town Airport. After giving him a piece of my mind he assured me the case had been closed with no cost to me as I had not received any proof of the alleged damage.
However, now a full 11 days after returning the car and 4 days after being assured that my Rental Agreement had been closed and my deposit would be refunded, I still have had no communication, not received a final invoice and also not had the deposit refunded to me.
So as well as being out of pocket, I also cannot claim the actual cost of the rental as I have no idea what the final amount of the rental was.
Got a call from Jaco, one of the managers at Cape Town Airport. After giving him a piece of my mind he assured me the case had been closed with no cost to me as I had not received any proof of the alleged damage.
However, now a full 11 days after returning the car and 4 days after being assured that my Rental Agreement had been closed and my deposit would be refunded, I still have had no communication, not received a final invoice and also not had the deposit refunded to me.
So as well as being out of pocket, I also cannot claim the actual cost of the rental as I have no idea what the final amount of the rental was.
Dear Doron
Thank you for alerting us of this we will immediately request further details from Jaco to establish what has caused the delay in resolving your complaint.
Thank you for your patience in the interim.
Yours personally,
Europcar Customer Services
Dear Doron
Thank you for alerting us of this we will immediately request further details from Jaco to establish what has caused the delay in resolving your complaint.
Thank you for your patience in the interim.
Yours personally,
Europcar Customer Services
And the incompetence just continues. Finally after 2.5 weeks they agree to close the rental agreement after admitting that they could not provide any proof of damage on the car. 4 days later after another 2 phone calls, I receive the finalised invoice for 3 days rental (I only rented the car for 2 days).
More phone calls and a few emails including several to the billing department with my boarding pass attached proving that I returned the car a full 24 hours before they say,
Another 3 phone calls to get to the point where I am finally told the refund has been processed. 1 hour later I receive an email with my refund of R73.00 against a daily rental fee of R291.00. Once again this bunch of ***********s cannot explain how my refund of just about 25% of what I should have got is calculated.
I have been hiring cars from Europcar for between 12 and 15 years. They have lost a customer and I will also report them to Discovery.
And the incompetence just continues. Finally after 2.5 weeks they agree to close the rental agreement after admitting that they could not provide any proof of damage on the car. 4 days later after another 2 phone calls, I receive the finalised invoice for 3 days rental (I only rented the car for 2 days).
More phone calls and a few emails including several to the billing department with my boarding pass attached proving that I returned the car a full 24 hours before they say,
Another 3 phone calls to get to the point where I am finally told the refund has been processed. 1 hour later I receive an email with my refund of R73.00 against a daily rental fee of R291.00. Once again this bunch of ***********s cannot explain how my refund of just about 25% of what I should have got is calculated.
I have been hiring cars from Europcar for between 12 and 15 years. They have lost a customer and I will also report them to Discovery.