Pathetic service and claims with no ground

Europcar is ********* in that they do not have any members of staff doing car inspections with clients and then they send messages saying that damages was done to the car which was not actually done by the client. This has happened to three of my colleagues and now to me. I got a message that there is 'rear bumper damage' to a car that was not caused by myself. When calling back on the day, they took 5 minutes to answer the phone only to let me know that it is 17:05 and the claims department is not working anymore. I've asked them to call me back on the Monday morning (the 8th of October). After receiving no call, I called again - had to hold on for 6 minutes before speaking to Akisa and when she put me through to the 'claims department' I got voicemail. This is pathetic and ********* service from Europcar.