Unacceptable Service and Staff Conduct – Europcar East London- Phelokazi

Hello Peter,

i wish to formally raise a serious complaint regarding the unacceptable service and conduct of Phelokazi and another employee at Europcar East London.

I had an extremely unpleasant experience when I visited the branch to collect lost items after being contacted by someone from Europcar. Phelokazi refused to assist me in checking the Lost and Found box and was engaged in a personal phone call with someone named Luthando, she literally said I need to wait for her to finish after being there for over 30 mins.

The interaction escalated when she became confrontational and appeared ready to physically attack me. I felt intimidated and unsafe in your establishment. Her colleague, Saphokazi, had to intervene to defuse the situation.

Unfortunately, this is not an isolated inciden. I have previously experienced poor service at this branch, including being overlooked while returning a vehicle in favour of a white customer, with the explanation that they were always in a hurry. On another occasion, the same week, Phelokazi and the vehicle inspection employee instructed me to wait outside in windy and rainy weather while waiting for my lift, despite a Kia SUV remaining parked there. A colleague has also reported poor treatment by the same Phelokazi.

These repeated experiences raise serious concerns about customer service, professionalism and the possibility of discriminatory treatment at this branch - PhelokaI is rude and unpleasant. I have also previously experienced the loss of designer glasses at OR Tambo, further contributing to my concerns about the service I have received from Europcar.

Our company rents vehicles nationally on a daily basis, and we expect to be treated with respect and professionalism as we allocate millions to vehicle companies. This experience has seriously undermined my confidence in your East London branch, and I intend to escalate the matter to our travel leadership.

I request that this complaint be formally investigated and that appropriate action be taken. Please provide feedback on the outcome of the investigation and the steps that will be implemented to prevent similar incidents.

I trust that you will treat this matter with the seriousness it deserves. I reserve the right to escalate the complaint further should it not be addressed satisfactorily.

Regards, Vuyelwa Dayimani