Complaint

I would like to share the experience I have had with Europcar / Tempest in Hatfield when picking up my hired.

Saturday 30 Sep went to go pick up our hired car with my Husband and we were assisted by a very lovely and friendly gentleman "Thato". So we were given 2 options to choose from and we decided to go with a Renault Kwid instead of Kia Picanto (because we've hired it before we wanted a new and different experience). We noticed that he wasn't confident and comfortable with his work as he was consistently rectified by his Collegue "Thandi" with everything he was doing which wasn't an issue to us as we saw his still on training of some sort.

Proceeded to go checkout the car and we weren't happy with the cleanliness of the exterior of the car but that wasn't a huge issue. We then instructed Thato to start the ignition so that we can check whether all is in order. Upon car starting we than realised that the petrol is nowhere close to full tank as the petrol was left with 390km before empty and petrol gadge was nowhere close the full mark (please find attached picture taken at the pickup point). We asked Thato whether the petrol is OK there as it's not showing full tank and he said "yes it's not an issue" and that's when I immediately took that picture in his presence.

As we were leaving PTA headed to Midrand we noticed that the petrol gadge was drastically going down and that this petrol will never last us to go to limpopo, we will have to pour again (so usually when we hire cars from JHB the full tank "always" takes us straight to limpopo regardless of whatever speed we drive and we end up filling up a day or 2 after as we always take a car that's light in petrol like Picanto and Kwid) nontheless I immediately sent an email to Thato to advise about the matter and now this was to cost us. There was no response whatsoever to date.

Monday 02 Oct I decided to call Europcar to gain clarification as to what petrol I should bring the car back with since I didn't get it on full tank and the gentleman I spoke to advise me it should come back on full tank. That's when I requested to speak to supervisor as it did nit make sense to me. After holding for several minutes and call being dropped on my ear I asked for the supervisors email adress because she was unreachable. I forwarded the email I had sent to Thato on Saturday and asked how the fuel policy work as in my understanding you bring it where you got it. The supervisor "Tsego did nit bother responding to my email nor calling me at all". On Tuesday I bought airtime again and called her and after holding once again for several minutes I got hold of her. So Tsego said that I should bring it back on full tank as they did fill up the petrol and the reason it wasn't on full tank is the ignition was on when the car was being filled🤔.

Firstly I am very firmilia with pouring petrol with ignition on eventually the petrol gadge goes straight up to where need be until what happened with this experience whereby from 390km it went drastically down. I am dissatisfied and dissapointed by the service I got from this branch and I will never ever render their services again neither tempest nor Europcar. I've hired several times before and this is unheard of. Petrol is not an issue I could've brought the car on full tank but the more I thought about it the more I realised that this is a ripe off and instead I will bring it exactly where I got it. After this email I will be laying a complaint on Hello Peter and right my experience and review of this company because I was told I will not get my full deposit as they will pour the car to full take then only give me what's left.

This experience has left a bad taste in my mouth and I am disgusted by such a *******.

To date I have received any call or email from Tsego instead I had to look for her on d******* and she showed to fill up of R140 for petrol for the day before pickup and my question is please justify why I got it on 390km instead of ****m which is the correct full tank for the Kwid.

Hope to hear from you soon but I will be proceeding to lay a formal complaint.

Regards