EUROPCAR : 1st World Co. does not equal 1st World Service

My issue with this particular company is primarily a warning to future car hirers.

I hired a vehicle through Europcars Pinetown (DBN) branch during the later part of 2018. I did inspect the car although placed all my emphasis on the lower section of car where scratches, dents & damage is common.

As the hire was a result of an insurance claim and I was given a Polo which is very high risk - my only use of the car was to work and back. For all other times - evenings & weekends - the car remained safely locked in my garage.

Upon returning the car - the inspector noticed a scratch about 2mm long & 0.5mm deep towards the mid section of the bonnet. This took me by great surprise considering the extent I took to safe gaurd this car.

Anyway - considering I could have missed the mark during my initial inspection - I was comfortable with bearing responsibility. However what brought grave discomfort was the figure Europcar demanded for the repair which was over R 2000.00.

I then escalated the matter through the chain of command highlighting my disgruntlement with the cost of the repair more especially given this repair was quoted at under R 800 at some of the panel shops I approached. This stunk of some element of *******ion and ******ion at play. Despite my pleas for a realistic cost reduction through the entire chain of command up to director - of my willingness to take responsibility, of the history of my patronage, of the extent I went to make sure the car was safe while in my possession - it all fell on deaf ears.

Am I to believe every time the car suffers a virtually undetectable scratch while in hire - the affected panel undergoes a complete respray. If that is the case - then most of the hire stock of hire companies MUST be sitting at panel beaters.

I can't help BUT question if some dubious arrangement is at play between the panel beater and Europcar. I question if a scheme exists to inflate quotes for repairs that may not actually happen (maybe a minor touch up) while followed by ******ing the inflated amount from hirers through incessant calls and threats of blacklisting and legal action.

I found Europcars behaviour not ONLY unprofessional but shamelessly reprehensible. After I enquired the cost of repairs from local panel beaters - I made them an offer of R900 which was blatantly rejected. Interestingly - I estimate they probably spent over R 2000 hounding and harrassing me over the period of this query.

After the final rejection from some director - I offered to settle amount over 3 months which they accepted. After duly making the 1st payment - they hounded me throughout the festive season because they could not trace the payment.

The 2 lessons I learnt from this experience are: -

1. Make sure you inspect the vehicle thoroughly - top to bottom, side to side and back to front; 2. Never support Europcar again as long as I can help it;

In fact both these lessons became very relevant this December while on holiday. We - without the slightest hesitation used another service provider for an extended car hire. After thoroughly inspecting the car through the new hire company - though not visible instantly - I noticed a mild dent on the car. You had to view this damage at a specific angle to spot it. Though it created delays for the staff and manager - I wasted no time in insisting he denotes the damage on the inspection sheet.

Not for penalising me - BUT for the shortsightedness of a international corporate - Europcar has lost my patronage, my businesses patronage and no positive referrals.