Europcar ******* with no explanation!!! Disgusting service!!

<p>Car was rented on 15 December and returned on 23 December. We were involved in an accident with another rental and provided europcar with a policy number and affidavit of the event when dropping off the car. They withheld my deposit of R13154.10. They deducted further R3975.59 on 13 January 2017 without informing me first.</p> <p> On 18 Jan, i sent Martin Louis De Vos (branch manager in centurion) all the photos about the car accident to him. He responded on same day to say he will forward the info to recovery department and keep me posted. </p> <p>On 30 Jan, I sent a follow up email to Martin and he only responded 31st saying he will email claims department for an update and revert. No feedbac*****!!!! So I sent another follow up on 3 February to Martin and still no feedback. I sent another follow up email on 27 Feb to Martin to say that it’s been 3 months and its unacceptable as no solid feedback can be given.</p> <p>Then I phoned into the branch to speak to Martin and he gave me contact details on 27 Feb. Thats when I actually know what my claim number is. I sent an email to Leah, one of the contact details, gave her all my details and asked what’s the progress and when will I be reimbursed on 27 Feb. Then Leah responded to me to say the third party has been invoiced on 7 Feb and referred me to Noelene. Then I asked Noelene on 27 Feb what’s the progress. No feedback. On 28 Feb I sent another email to Noelene, she responded that the claim has been handed over to third party to external collections agency on 17 Feb and I should follow up with her in next 7 days as they are still busy with investigation. Then 9 March, i sent email to Noelene as 7 days have passed.</p> <p>No response so i phoned Noelene to understand what’s going on. She basically said in the phone that not much details has been given to them and they trying to chase this guy etc. etc. I told her I will send her all the photos I have taken, on top of the ones i already sent to her. In the email she sent me the motor incident form. On the same day I sent her all the photos including car disc, pic of the driver, policy number and all details I have about the car rental from the guy that bumped my car. On 10th, Noelene responded to say she will forward to agency and revert. No feedbac****!!!!</p> <p>On 28 March, i sent follow up email to Noelene and she said she will request update from third party and revert. No feedback. Then 3 April i sent another follow up to Noelene in morning. No feedback received yet!!!</p> <p>I phoned in to customer service, they transferred me. I told them I want to speak to the manager, Kashneer, she was not available and did not get back to me at all, even when they said they will. Since then, I have been following up with absolutely no luck at all!! Finally, on 12 April, I have received an email from Noelene with very limited update/progress to the incident. </p> <p>Since then, no additional feedback was received again!! I followed up again on 3 May and still no feedback!! This has become VERY frustrating and VERY unprofessional!</p> <p>The service provided by them is absolutely unacceptable and given the brand that they are, one would not expect to experience such. This was a complete shocking experience and they seemed to be not interested in assisting me at all and no sense of urgency to assist either! I wished I have never used their service at all!!</p>