1 reviews | Active since Nov 2012
No responce from call centre regarding claim
<p>I hired a car at OR Tambo , on my return I dropped the car off at the airport. The Monday I recieved an email from Larry with cc Rowan and Sipho that the car was returned with a scratch on the bumper, the email lacked the precheck papers. I phoned Eorpecar and was told Larry is off, and spoke to Sipho , He told me not to sign the accident form and just send them an email of what happened. My deposit was used to pay for the damages, plus R771 claim admin fee , refuelling fee and many more. making my car hire costimg me three times what i budgeted for, to date no one has phoned me or email me with the correct documentation i require. I need the precheck form filled in at the car signed by the attendant not the copy made at the front desk indicating a small scratch on the roof. SureTech was used to fix the bumper , only one quote strange that only one quote and how much paint can you buy for R700. </p> <p>This is the last time i use Europecar even if it is part of an reward program. </p> <p>I returned the car at 8 , the invoice indicates 8:30 and the photos taken is timed 17:25. </p> <p>Please explain..................... </p>
Good day Louis
We acknowledge receipt of your communication and have forwarded your query to our Claims Department to advise you further.
Should you have any further queries regarding this matter please contact our Claims Department at *** or +***8
Europcar - Customer Service
Good day Louis
We acknowledge receipt of your communication and have forwarded your query to our Claims Department to advise you further.
Should you have any further queries regarding this matter please contact our Claims Department at *** or +***8
Europcar - Customer Service
Dear All
The explanations given does not add up, and it leaves me thinking that this issue should be taken further and an external investigation should be conducted to get to the real facts in this case.
1) Quality check sheet: I am still adamant in finding the sheet filled in by the attendant when we collected the car at OR Tambo. To produce a copy of the sheet signed at the front desk before even seeing the car clearly show an defect in your processes. The attendant assure us he will hand the sheet in at the front desk. The check sheet should be signed by the customer at the car, we were just told the car is parked in its bay, i looked for someone to assist in doing a pre inspection to only find an attendant wondering around , I am very curious as it seems Europcar has no one assisting clients as they receive the car for departure or / and does not hand in slips to the front desk as promised. The scratches and bumps he noticed he ticked off. As I could have made my own ticks on the form and claim innocent afterwards.
2) Liability from pick up : As Larry pointed out so nicely in his email , I am liable while the car is in my possession , does my liability end when the car is parked in the return lane? Rowan pointed out the surveillance footage show the car has not moved anywhere from the return lane. The return agent and spotters on duty should have filled in a damage form with the time clearly marked on it.
a) Can you please produce that form, I parked the car before 8:00 it is logged as 8:30 ,
b) When was the fuel refilled , please produce the refill slip and time of refueling, as I did not drive the car then.
c) Why was the photos of the damage only taken at 17:05?. That is almost 9 hours later. So the surveillance footage does not show the car being moved till 17:05.?? Or am I wrong.
3) Quote and communication: As pointed out your office is clearly under staffed or every one is always busy with a claim, off or busy with a client in the car park. The latter i doubt as i had to look for someone to assist me. You just accepted the first quote from Suretech and fix it, deduct the monies without any communication with the client, just an email from Larry to fill in the form. Is Suretech the preferred fixer upper?? As Rowan pointed out you guys are swamped with emails , claims and queries about claims. How does a tourist deal with damage claims when he/she is not even in the country, or do they also just accept responsibility and sign a form and let Europcar just take monies from their credit cards as well. Suretech must be very glad to have Europcar OR Tambo as a client from all these claims for accidents. The claims department is also happy as a claim fee and assessment fee and refueling fee must be added to the total bill.( Just imagine this, in a perfect world with no scratches and no claims where would all those claim and fixer people get business)
4) As my rental company of choice: Thanks Larry for pointing that out as in future Europcar or any of Imperials affiliates will not be my rental company of choice ever, and i will tell everybody not to use Europcar even if it part of an reward program with Discovery. I will sent this email also to Discovery Vitality to point out the defects in your system. I will also post this email on *** . In this very economically inflation environment it is the clients that are the people that keep the business going with their hard earned monies not you as an employee.
5) Acknowledgment of responsibility form: As I pointed out to Sipho, I am unable to sign the acknowledgment form as I had an uneventful trip to Helderberg, and returned the car in the condition i found it, maybe some dirt on the floor mats as it was raining at the funeral. The form just reads : I understand that I .... so many times, dont you think i would have showed or informed someone if any damage was caused to the car and lose my deposit and have to pay for an unapproved fix?? Or does the terms and conditions also say :You can just take monies from the card when ever required??
6) Terms and conditions : Thank you Larry and Alpha for your copies of the terms, it came in handy when i had to read the clauses quoted in your emails, As the client has the right to read the terms first not just asked to sign on the dotted line. Yes the terms are important as it covers the company not the client. It would take me an hour to read all these terms just imagine the long ques.
I am awaiting the proofs as requested in point 1 and 2 as above, you already took my money and I will never see it again, as for me as a client you will also never see me again in any of your cars, Europcar, Imperial or Buget even if i have to walk to where i need to be.
With the warmest regards
Louis
Dear All
The explanations given does not add up, and it leaves me thinking that this issue should be taken further and an external investigation should be conducted to get to the real facts in this case.
1) Quality check sheet: I am still adamant in finding the sheet filled in by the attendant when we collected the car at OR Tambo. To produce a copy of the sheet signed at the front desk before even seeing the car clearly show an defect in your processes. The attendant assure us he will hand the sheet in at the front desk. The check sheet should be signed by the customer at the car, we were just told the car is parked in its bay, i looked for someone to assist in doing a pre inspection to only find an attendant wondering around , I am very curious as it seems Europcar has no one assisting clients as they receive the car for departure or / and does not hand in slips to the front desk as promised. The scratches and bumps he noticed he ticked off. As I could have made my own ticks on the form and claim innocent afterwards.
2) Liability from pick up : As Larry pointed out so nicely in his email , I am liable while the car is in my possession , does my liability end when the car is parked in the return lane? Rowan pointed out the surveillance footage show the car has not moved anywhere from the return lane. The return agent and spotters on duty should have filled in a damage form with the time clearly marked on it.
a) Can you please produce that form, I parked the car before 8:00 it is logged as 8:30 ,
b) When was the fuel refilled , please produce the refill slip and time of refueling, as I did not drive the car then.
c) Why was the photos of the damage only taken at 17:05?. That is almost 9 hours later. So the surveillance footage does not show the car being moved till 17:05.?? Or am I wrong.
3) Quote and communication: As pointed out your office is clearly under staffed or every one is always busy with a claim, off or busy with a client in the car park. The latter i doubt as i had to look for someone to assist me. You just accepted the first quote from Suretech and fix it, deduct the monies without any communication with the client, just an email from Larry to fill in the form. Is Suretech the preferred fixer upper?? As Rowan pointed out you guys are swamped with emails , claims and queries about claims. How does a tourist deal with damage claims when he/she is not even in the country, or do they also just accept responsibility and sign a form and let Europcar just take monies from their credit cards as well. Suretech must be very glad to have Europcar OR Tambo as a client from all these claims for accidents. The claims department is also happy as a claim fee and assessment fee and refueling fee must be added to the total bill.( Just imagine this, in a perfect world with no scratches and no claims where would all those claim and fixer people get business)
4) As my rental company of choice: Thanks Larry for pointing that out as in future Europcar or any of Imperials affiliates will not be my rental company of choice ever, and i will tell everybody not to use Europcar even if it part of an reward program with Discovery. I will sent this email also to Discovery Vitality to point out the defects in your system. I will also post this email on *** . In this very economically inflation environment it is the clients that are the people that keep the business going with their hard earned monies not you as an employee.
5) Acknowledgment of responsibility form: As I pointed out to Sipho, I am unable to sign the acknowledgment form as I had an uneventful trip to Helderberg, and returned the car in the condition i found it, maybe some dirt on the floor mats as it was raining at the funeral. The form just reads : I understand that I .... so many times, dont you think i would have showed or informed someone if any damage was caused to the car and lose my deposit and have to pay for an unapproved fix?? Or does the terms and conditions also say :You can just take monies from the card when ever required??
6) Terms and conditions : Thank you Larry and Alpha for your copies of the terms, it came in handy when i had to read the clauses quoted in your emails, As the client has the right to read the terms first not just asked to sign on the dotted line. Yes the terms are important as it covers the company not the client. It would take me an hour to read all these terms just imagine the long ques.
I am awaiting the proofs as requested in point 1 and 2 as above, you already took my money and I will never see it again, as for me as a client you will also never see me again in any of your cars, Europcar, Imperial or Buget even if i have to walk to where i need to be.
With the warmest regards
Louis