Worst customer service and no refund

<p>My mom rented a car at the park station branch via insurance and she was given a polo vivo which was not serviced and engine sounded like it was going to drop on the freeway. We then needed a car again and i convinced her to give Europcar a second chance. We then called the branch in midrand and requested for a Merc c180 and we were advised to call their centre but Lindiwe also promised us that we will get the car we want because she has reserved it for us. I then called the call centre and everything went well. Then came the day to pick up the vehicle on the 7th of October 16, we got lost because the address given by Lindiwe was wrong, she sent us a location pin that left us right in the middle of a freeway. We then got to the midrand branch, she laughed it off and didnt even apologize for the inconvenience. We brush that off, she started processing everything and requested my mothers credit card and processed a short amount. She then gave one of their drivers the car keys and he escorted us out. When we got outside we find a BMW 318I and i went back in to find out what happened. She then **** and said she never promised us a Mercedes and that they only deal with groups. She decided to call someone and only remembered then that yes a Mercedes was promised and it had a faulty radio. She was laughing all this time and when we were about to leave she recalled us to say the money she took was short and needed to pay more. We did that and at this stage we were so angry then she just gave us a mere sorry and laughed. We then left, took our trip and at some point the airco started acting up. We came back to drop of the car on the 11th October 16 and the car was then checked by another male working there who tried to sympathize with us and informed us that Lindiwe was new. We then asked about the refund policy and told us 7 days. Lindiwe can in from her break with an attitude from hell and didnt even greet us. Which i dont really care about. We called their service desk on the 21st October 16 regarding the refund, we were told we wouldn't be getting it because our kms were over the limit, we then asked how many were the courtesy kms because we were told any of this. Till today we are not invoiced and according to our calculations, we are to be refunded. Im so disappointed in europcars and it seems im not the only one. Just want our refund and their employees need customer service period.</p>