Europcar is useless and I would avoid them totally!

Europcar (branch used is George airport, RSA) is a total hassle to deal with.

I rented a vehicle from Europcar through my insurance broker. Said vehicle was a Kia Picanto 1.0, with 14*** km on, and the rental commenced on 05 July at approximately 17h30. I drove the car home and only used it again the following day, to work and back. On my way to work, a crack started to form on the windscreen on the driver's side. It was spreading at a rapid rate and so I contacted the branch to organise a replacement as the crack would soon render the vehicle unsafe to drive. I refilled the fuel tank as I had paid a R 1700 fuel deposit which I wanted returned in full, which is standard practice when renting a vehicle.

I took the vehicle back to Eurpocar on my way home and immediately received a replacement without having to fill in any new paperwork. The replacement was another Kia Picanto 1.0, a carbon copy of the one I had replaced, but with higher mileage on, sitting at 22*** km. This vehicle was used for the remainder of the rental period until 10 July. I returned the vehicle with a full fuel tank once more, and was advised my fuel deposit would be returned within 7 days.

On 12 July I received an invoice for R 4574.68 for the replacement of the windscreen of the first Picanto. The quote referenced the windscreen was for a Kia Rio 1.4. Europcar is attempting to hold me liable for the full amount of the windscreen, regardless of their contract stating that a "contribution" would be claimed, not the full amount, as a windscreen claim in this regard is deemed as "limited liability", yet Europcar is attempting to hold me fully liable as if I had breached their terms and conditions by purposely damaging the windscreen myself. The tiny stone chip where the crack originated from may have already been on the vehicle at the time of collection but was too small to note, or a stone may have hit the windscreen during travel. Either case cannot be proven.

I was made (read purposely told) to sign the waiver relating to windscreen damage by the rental agent who was hurriedly processing the transaction due to it being near closing time. I admit I am at fault here for not reading through properly, but seeing as it was an insurance claim rental I did not question the procedure. Just FYI, the insurer has refused to assist with this at all.

Now, Europcar is withholding the fuel deposit and requesting I pay the full incorrect invoice for the windscreen replacement. A rental agent confirmed to me over the phone that the fuel deposit has nothing to do with a damages claim and that it should have been refunded already. I queried the return of the fuel deposit again on 01 August and Europcar head office has stated they are withholding the fuel deposit anyway.

I am willing to pay for the excess of the company's insurance claim for the windscreen because I know that they would have claimed for this (who wouldn't) but I am not paying for it in full. Claiming from insurance and making me pay would be insurance *****, unless I am mistaken. However, I will only pay this excess once my fuel deposit is returned seeing as I returned both vehicles with full tanks of fuel and have the slips to prove it!

Also, no paperwork reflects the second vehicle was even used by me. The commencing km reading shows the 14*** km (first car) and the return form shows the km as 22*** km (second car), as if I had done over 8,000 km in 5 days in the first car. I would not be surprised if they attempted to charge my insurer for this excessive usage...

I would advise anyone not to use Europcar if they practice shady business dealings like the above.