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Amanda A

1 reviews | Active since Feb 2023

23 Feb 2023, 15:38

Keddy Europcar has overcharged my rental

I rented a car from Keddy Europcar on 15 Nov 2022. The rental period was until 24 Jan 2023. I returned the car in excellent condition on 20 Jan 2023 , they signed off that everything is fine. Keddy Europcar has a R 10,000.00 holding deposit of which all extra expenses during the rental period has to be deducted. They sent me an invoice for R 12,402.85 showing that they charged me R 9,715.00 for rental of the GPS. After numerous emails the costumer service consultant advised me per email that the Regional Manager has agreed to revise their invoice and not to charge me for the GPS as a goodwill gesture. It wasn’t a goodwill gesture, it was because there is no proof that I hired the GPS. To my knowledge a GPS comes standard with any rental. On the same invoice the cost for E-Tolls is reflected as R 1,075.85. I asked the customer service consultant to also revise their invoice and remove the E-Toll charges as E-Tolls are no longer in use to which he rep**** that it hasn’t been gazetted yet by the government. I requested in a separate email a copy of the proof that this amount has indeed been paid to the authorities. If such proof is not provided I insist that the charge for E-Tolls is removed from their invoice. Then Keddy Europcar sent me a invoice for damage liability for the amount of R 16,141.75. After I sent Keddy Europcar a copy of the Motor Incident Report they agreed to review their damage assessment and adjust their invoice accordingly. I’m still waiting for the outcome. The rentalcar was paid in full to RENTALCARS UK in September 2022 when € 1,746.99 was withdrawn from my credit card account. This was confirmed by RENTALCAR UK. The rental was paid in full a nd the only extra expenses that I had to expect was a One Way Drop Off Fee because I was picking up the car at Oliver Tambo Airport, JHB and dropping off in Cape Town. However, Keddy Europcar *******ly withdrew € 585.23 on 15 Sept 2022. A further withdrawal of € 112.31 was also made on 27Jan 2023 with the explanation that it was for a deposit. They didn’t elaborate on what the deposit was for. I demand a full refund from Kelly Europcar for both ******* withdrawals from my credit card account. I also filed a complaint with RESOLVER UK and plan to escalate my complaint until it reaches a Ombudsman. I’ve also canceled my credit card and requested a new one to be issued by my bank. I did this so that Keddy Europcar cannot make any further ******* withdrawals from my credit card account. I’ve also requested my bank to report the ******* withdrawals made by Keddy Europcar to VISA for investigation.

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Replies (6)
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Amanda A's update23 Feb 2023, 17:17
Reviewer Update

I rented a car from Keddy Europcar on 15 Nov 2022. The rental period was until 24 Jan 2023. I returned the car in excellent condition on 20 Jan 2023 , they signed off that everything is fine.
Keddy Europcar has a R 10,000.00 holding deposit of which all extra expenses during the rental period has to be deducted. They sent me an invoice for
R 12,402.85 showing that they charged me
R 9,715.00 for rental of the GPS.
After numerous emails the costumer service consultant advised me per email that the Regional Manager has agreed to revise their invoice and not to charge me for the GPS as a goodwill gesture. It wasn’t a goodwill gesture, it was because there is no proof that I hired the GPS. To my knowledge a GPS comes standard with any rental.
On the same invoice the cost for E-Tolls is reflected as R 1,075.85. I asked the customer service consultant to also revise their invoice and remove the E-Toll charges as E-Tolls are no longer in use to which he rep**** that it hasn’t been gazetted yet by the government. I requested in a separate email a copy of the proof that this amount has indeed been paid to the authorities. If such proof is not provided I insist that the charge for E-Tolls is removed from their invoice.
Then Keddy Europcar sent me a invoice for damage liability for the amount of R 16,141.75. After I sent Keddy Europcar a copy of the Motor Incident Report they agreed to review their damage assessment and adjust their invoice accordingly. I’m still waiting for the outcome.
The rentalcar was paid in full to RENTALCARS UK in September 2022 when € 1,746.99 (R 32,982.34) was withdrawn from my credit card account. This was confirmed by RENTALCAR UK. The rental was paid in full a nd the only extra expenses that I had to expect was a One Way Drop Off Fee because I was picking up the car at Oliver Tambo Airport, JHB and dropping off in Cape Town.
However, Keddy Europcar *******ly withdrew
€ 585.23 (R 11,322.19) on 15 Sept 2022. A further withdrawal of
€ 112.31 (R 2,120.35) was also made on 27 Jan 2023 with the explanation that it was for a deposit. They didn’t elaborate on what the deposit was for.
I demand a full refund from Kelly Europcar for both ******* withdrawals from my credit card account.
I also filed a complaint with RESOLVER UK and plan to escalate my complaint until it reaches a Ombudsman.
I’ve also canceled my credit card and requested a new one to be issued by my bank. I did this so that Keddy Europcar cannot make any further ******* withdrawals from my credit card account. I’ve also requested my bank to report the ******* withdrawals made by Keddy Europcar to VISA for investigation.





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Amanda A's update23 Feb 2023, 17:20
Reviewer Update
I would like Keddy Europcar to receive a copy of this complaint and pay me all the monies they took *******ly from my credit card account. I also would like a public apology for their misconduct.
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Amanda A's update23 Feb 2023, 18:15
Reviewer Update
I know that justice will prevail. I have the Lord, Almighty on my side. 🙌❤️❣️
Europcar
Europcar's reply24 Feb 2023, 09:22
Official
Good Day Amanda
Please share your RA number (reservation/reference number) with us. We will escalate your query with Customer Services to assist. 
AA
Amanda A's update24 Feb 2023, 11:52
Reviewer Update
Thanks for your answer. I would appreciate help wherever I can get it from.
My Booking ***
Europcar
Europcar's reply27 Feb 2023, 14:54
Official
Good Day Amanda 
We apologise for the experience you had with us. 
We have escalated your query to our Customer Services team to investigate. One of our agents will be in contact with you to provide feedback