*****ing from client is OK, read the T's&C's...

<p>Received an invoice detailing refueling cost of R78.95 (and an extra refueling service fee obviously), I did however refuel the car at the Engen Skystop adjacent to OR Tambo.</p> <p> </p> <p>I phoned this morning to complain and was informed with contempt that I should read the terms and conditions which allow them to charge for refueling, end of story. I tolled Nanette, who was on the other end, that this was *******, regardless of the T's&C's. It was clear from the tone and response that Europcar could not care less about this complaint.</p> <p> </p> <p>The problem is this - I fill the car up in good faith and return it in good overall shape and filled up, expecting in sincerity that I wouldn't be charged unjustifiably. I do not collect evidence as I go along in life, because I expect fairness, I therefore do not have a mobile phone video of filling onto the first 'click', which Nanette informed me was where they filled up to. I threw away the slip, but can still see the transaction on my internet banking, luckily. I do not know whether I received the car filled to the first click, I trusted it was so. I also do not have proof that Europcar actually put extra fuel in the car after I filled it. </p> <p> </p> <p>So the current situation is their word against mine and I pay for it, as it stands. </p> <p> </p> <p>But I can analyze the numbers to see if it makes sense. As it stands the numbers are as follows:</p> <p> </p> <p>I put R119.20 worth of fuel into the car at the Skystop.</p> <p>Europcar claims to have added another R78.95's worth (and also charged a R20 refueling service fee.)</p> <p>Total fuel = R198.15.</p> <p>According to the AA's prices at the reef on Feb 5, 2017, the cost was R13.62, therefore a total amount of 14.55 liters were purchased.</p> <p> </p> <p>According to Europcar's own invoice I travelled 169km with the car (I obviously even doubt this number now).</p> <p> </p> <p>My fuel mileage according to Europcar therefore works out to 11.62 km/l or 8.61l/100km.</p> <p> </p> <p>This particular car's claimed fuel consumption is 6.7l/100km in urban areas, 4.6l/100km on extra-urban roads for a mixed figure of 5.4l/100km. (http://www.renault.co.za/cars/sandero/specifications.html). The real world fuel consumption is 6.92, 4.44 and 5.48 according to Honest John. (http://www.honestjohn.co.uk/realmpg/dacia/sandero-stepway-2013/09-tce).</p> <p> </p> <p>Given that the vast majority of my travels was on the highway and all of it over the weekend, I would expect a figure close to or better than the average real world mileage of 5.48l/100km. According to Europcar’s figures, I achieved fuel economy of 8.61l/100km over the weekend – given the numbers provided by honestjohn.co.uk this should be near impossible.</p> <p> </p> <p>The interesting thing is that if I deleted the amount of fuel that Europcar claimed to have added from the equation, then my average mileage over the weekend is 5.18l/100km. I am probably expected to see this as mere coincidence…</p> <p> </p> <p>Numbers can lie, but in this case I would suggest that Europcar is lying. And *****ing. Only 98 bokke altogether, but still *****ing. If you can shave a 100 bucks off a 1000 clients each month, then you can make an extra million or so each year.</p> <p> </p> <p>The problem is that the amount is so small, that I waste more money trying to get this amount back, but right is right and wrong is wrong. I am a consultant, paid by the hour, so spending time lodging this complaint costs me money. Therefore I think 99% of these sort of shavings go unattended, but it is still wrong and should be corrected and, actually, punished. If a poor man stole a R100’s worth of food from a shop, he could spend the night I jail and get a record, why is it fine if a big company does the same?</p> <p> </p> <p>Above all, when I go through the effort of complaining about a wrong, it is real poor form to just arrogantly refer me to the T’s&C’s and saying – so be it…</p> <p> </p> <p>Shame on you.</p> <p> </p> <p>Steyn de Wet</p>