Europcar OR Tambo - deeply disappointed!!!

I have delayed the writing of this review because I was hoping that Europcar, OR Tambo would have responded to my various emails. My husband and I have hired many vehicles from OR Tambo, Europcar, without incident over the past ten years. However in December 2017 we had an issue. We retuned our hire car at 7:30am. The car was returned as we had collected it, dent free. The lady who checked us in walked around the car to inspect it for any damage. She gave us the "all clear".

Later that morning I received an email from Europcar saying that owing to the large dent on the left front of the car, we would be be liable for the excess. I was very annoyed by this, we handed in a vehicle that was dent free. The image that was taken and emailed to us, of the dent, was taken over an hour after we returned to vehicle (8:40am). We communicated our objection and were told that this was the condition of the car when we returned it. Anything could have happened in that hour.

A claim form was sent to me to be completed, however I could not complete this as the dent did not happen while I had the car. An invoice was later sent to me and Europcar had deducted the excess for the damage from my account. Upon further inspection of the invoice for the excess, I discovered that the registration of the vehicle that was damaged did not match the car that they claim I dented. Yet again, Europcar did not respond to my email queries about these differences.

My numerous communications with Europcar has led nowhere. I am not pleased with this outcome at all. This is very disappointing indeed!

Lauren