Terrible Service and late vehicle from Europcar East - London Airport. Rather use someone else!!

<p>I booked a 4x4 vehicle recently from Europcar at East London airport. I specifically requested the pick-up time to be 15:00 on 25th July 2017.</p> <p> </p> <p>Upon arrival, I handed in my voucher and told the lady that I was there to pick up a vehicle. She instructed me that the vehicle is not there yet, and that it was still in the workshop. First of all... So what? Is that my problem? I made a reservation for 15:00pm, sharp. I expect the vehicle to be ready for me upon arrival. Make a plan!</p> <p> </p> <p>The lady asked me if I am in a rush. I told her "Yes, I can't wait for the vehicle". I then asked how long it would take for the vehicle to arrive. She said "20 minutes". I need to point out that she specifically said 20 minutes... Not something like "I'm not sure, but I think 20 mins"... or "I'm not sure, let me find out for you". No.... instead she looked me straight in the eye and said "20 minutes". Ok so now that I've cleared that up...</p> <p> </p> <p>She then told me that she can give me another vehicle in the mean time, and arrange to switch vehicles at a later stage with me (wherever I am). I then declined because I figured that if it's only going to be "20 minutes", then I'll rather just wait. I told her that my colleague and I will go and get a quick drink in the airport while we wait. I asked her to kindly phone me as soon as the vehicle arrives.</p> <p> </p> <p>We then waited and waited and waited some more... But no phone call. After 1 hour 10 mins (!!!!!!), we decided to go back to the Europcar counter and query about the vehicle. I was greeted by the same lady with a terrible attitude who looked at me and said: "Oh..... You're back again". Like seriously? Of course I'm back!! It's been over an hour, what did you expect?!! I then told her that we can not wait any longer (as we had important business to conduct), and I will take another vehicle as previously discussed. She then told me the vehicle was there, but just going through the final inspections. She said it will take "5 minutes". So once again, I decided that if it's just going to be 5 minutes, I will wait. Well guess what.... 5 mins turned into half an hour!! Like seriously? What on earth is going on in Europcar employees' heads? They clearly do not care the slightest for inconveniencing their customers!</p> <p> </p> <p>So to summarise: What 20 minutes actually means in Europcar language is "an hour and a half" (that would literally be considered as a significant difference, statistically speaking). Europcar doesn't care to give attitude whenever they want. Europcar doesn't apologise. Europcar doesn't care for inconveniencing their customers.</p> <p> </p> <p>As a result of all of this, we were NOT able to complete our business appropriately (due to being late), and this will subsequently cost us money.</p> <p> </p> <p>I expect an email or phone call from the specific person involved - with a formal apology.</p> <p>I also expect a full refund on the vehicle reservation.</p> <p>Failure to do any of the above will result in my lawyers getting involved. I expect an immediate response.</p>