Shocking service from Europcar

Terrible Experience!! Very frustrated with their service!! The particular vehicle was rented as mine (Kia) was booked in for repairs. On the day I had to return this vehicle (Renault Stepway) to Europcar, someone smashed my window and grabbed my phone.

I reported this to Europcar and immediately returned the vehicle to Kia for them to pick up the vehicle (upon Europcar's instructions).

a Few days later I received notifications that I owe Europcar a certain amount and that they would take action against me. Claiming R2500 for a broken window only!!! Upon querying this, I was told that I cannot take the vehicle myself to have it repaired. I was not happy with the amount at all.

They further advised that of the above amount claimed, about R1100 is for an administration fee. I argued about this, and Mr. Sindile Gqaji granted a discount. Total amount payable therefor was R2 248.55 as per his e-mail on 23 July 2019 and not R2500 anymore.

I was still not happy but paid this amount to get this done with. I then sent them (Mr. Gqaji and other ) proof of payment and asked that they confirm that everything was now finalized. No response received.

During last week I started receiving notifications that I owe them money, and that I had to pay. Upon phoning them, I queried this. The lady on the phone told me that she does not know how much I paid-she cannot see it- but that she only knows that I owe them almost R300.

I told her that this is totally unacceptable, and that she need to get the team leader - Mr. Gqaji - to give me a call. That evening (about 2 days ago) they deducted an amount of R295,00 from my Credit Card WITHOUT MY CONSENT!

I again called Europcar yesterday demanding answers (18 September 2019) and no one could help me. I left several messages for Mr. Gqaji to contact me to no avail. In fact, I even addressed 'a courtesy e-mail' to him advising him that if this is not resolved, I will take this further. He did not answer to the several messages I left him, neither to the e-mails I sent him.

From the onset, dealing with this company was shocking! The vehicle was BELOW STANDARD (for the lack of better words), it did not even have 'smash and grab' on the windows apart from a lot of other things. I lost a R20 000 phone in the process.

When I queried with Europcar and asked them if they do not have an insurance dealing with this, I was told that they deal with everything themselves, and that I was aware of the Terms and Conditions.

I was NOT MADE AWARE of such despite their claims. This vehicle was handed to me in the dark at 7:30pm in the dark. The person did not have a working pen, or a light to show me the documents, let alone tell me about the 'terms and conditions' or advised me of any options available.

I am so disappointed. I have spent so much money in just the phone calls to Europcar alone. They had NO CONSENT to deduct any amount from my account. I should never even have been held accountable for any amount in the 1st place. It's been a while since I have dealt with a company with such incompetence. I need a refund of all amounts paid please!