I am being completely ignored by their customer service after they failed to pay an agreed refund after I returned a car early.

I've been trying to get a response since 17th August.

See emails below...I have removed some of my personal information from these but I did provide all the details to Europcar on my complaint.

________________________________

IS THERE ANYBODY THERE?!?!

From:
Sent: Friday, September 18, 2009 11:34 AM
To: '[email protected]'
Subject: FW: Message subject : Rental Experience Feedback

HELLO?!?!

From:
Sent: Friday, September 18, 2009 11:34 AM
To: '[email protected]'
Subject: FW: Message subject : Rental Experience Feedback

Is this email address even monitored or do all my messages go straight into a great big recycle bin?

From:
Sent: Friday, September 18, 2009 9:56 AM
To: '[email protected]'
Subject: FW: Message subject : Rental Experience Feedback

Is anybody going to respond to me?

Please?

From:
Sent: Tuesday, September 08, 2009 2:41 PM
To: '[email protected]'
Cc: [email protected]
Subject: FW: Message subject : Rental Experience Feedback

Dear sirs,

I am writing to complain that I have still not received a refund promised to me by the local branch in Bratislava Airport, Slovakia, 5 weeks after it was due. Please do not pass this complaint straight on to the Slovakian Customer Service because so far they have ignored my emails.

I have attached my 3 previous attempts at contacting Europcar about this refund. On these attachments you can see that I have already explained clearly why I expect to be refunded and I have not had any response to this after 3 weeks. I would appreciate if somebody in the UK could read my attached messages and follow this up instead of passing me over to Slovakian Customer Services to be ignored once again.

Regards,


From: [email protected] [mailto:[email protected]]
Sent: Tuesday, September 08, 2009 2:30 PM
To:
Subject: RE: Message subject : Rental Experience Feedback

Dear customer

Thank you for contacting us
Firstly, please accept our sincere apologies for the delay you have experienced with our company on this occasion
We forwarded again your message to the manager of the customer service department
Please accept our apologies once again for the inconvenience caused and if we can be of any further assistance please do not hesitate to contact us.
Thank you for choosing Europcar

With best regards


Jenny Babe
Europcar International
Reservation Customer Care

3, av du Centre
78881 St-Quentin-en-Yvelines
France
www.europcar.com

-----Message d'origine-----
De :
Envoyé : mardi 8 septembre 2009 15:24
À : webmaster
Objet : Message subject : Rental Experience Feedback

First Name:
Last Name:
Date of Birth:
Country :GB
Email:
Pick-up Date:
Return Date:
Pick-up Country:SK
Return Country:SK
Pick-up Location:BTST01
Return Location:BTST01
Car Group:
Rental Agreement Number (* for past invoice):
Reservation number:
Amount billed:360
Currency:EUR
Message*:***THIS IS THE 3RD TIME I HAVE TRIED TO MAKE CONTACT WITH THIS COMPLAINT AND IT IS YET TO BE RESOLVED***
After contacting you through this online contact form on 17 August 2009, my message was passed to the Slovakian Customer Service. I have not had a response from them.
I tried to contact them by email on 1 September 2009 at: [email protected] and I have still had no response.
I was told when returning the car that I would recieve a refund of 81EUR within 2 weeks - this payment is now 5 weeks overdue. I would like to hear from somebody in your organisation within 1 week to explain what is going on because it is very frustrating to be ignored like this.
Please do not just pass my message on to Slovakian Customer Service because they are obviously not doing their job properly. I would like somebody higher up in Europcar to follow this up to ensure that something gets done.

I rented a car in June 09 in London.
It started out that my secretary go the wrong price information, which made me lose over 200 pound. I arrived at Heathrow airport Europcar station, I booked a GPS system and a Audi A4 car. I got a Citreon instead, the GPS system was set in Italian language which nobody understood, it took me 2 days before I have figured out how to set it into English language. Since they did not provide any instructions
with it.
The car was ok, but the tank was completely empty. That never ever happened to me before. Inside the car was a note, show it to the attendent by returning. When taking the car out, the staff was extremely inpolite when asking him about it and many small marks on the car. Which I have detected.His barking answer was to mark it down, but he would not confirm it .
I went back the staff, they told me he is the person to go to.
Once I left the station I made a driving mistake and was immediately on the highway, The gas needle was on empty all the while . I was not sure how much gas was left over so I had to go off the highway and search for a gas station . I took me 30 minutes to locate one and I was extremely happy not having been stopped before I reached the gas station.
Once I returned the car, I gave the note to the attendant and he said it was unusual but ok he will handle it. He handled it .
They charged me a full tank even I returned the car with half full tank too much. I also told them that I have paid for the congestion charge in London for that day, they still charge me including penalty for that day.
Even I send them my credit card statement showing clearly that it had been paid .
Their custom service is only busy too boast about their tremendious service to their customers. But complaints are not answered . E-mails are not answered, telephones are to answered.
I rented many cars before including cars from Europcar in Germany, I never experienced any of the described, problems .
I guess Europcar UK is a special team with the grande inspiration, and desire how to displease a customer .
Thank you Europcar >>>>I will never rent a Europcar for ever anymore.

I recently hired a Europcar rental car in Slovenia, booking the car in UK being a UK resident and paying for FULL insurance.Near the end of the holiday the car broke down and as my agreement was for an automatic a replacement was not immediately available.I did get an automatic 48 hrs later.This car was also defective (Aircon was ineffective), but it was near the end of my holiday so I decided not to waste any more time.My initial car was 75% full of fuel when it was taken away.Upon returning 2nd car at Ljubljana airport full of fuel as per agreement there were no complaints from the company about 2nd car. When I subsequently received my credit card statement I had been charged an extra £50 instead of getting a small refund for loss of car + excess fuel.Despite several phone calls and emails I have not had it explained what the charges were for. I am told the Slovenia office despite several requests from UK office for this information have NEVER replied to the request!!!.I can only suggest to anyone considering using this company be aware, dont, you are more than likely to be excess charged as you have no choice when hiring a car to give credit card details.Also it seems they have no real interest in persuing complaints on your behalf.

My partner and I hired a car with Europcar which was collected from and returned to Bergerac airport. Upon returning to the UK we noticed that we had been charged an extra £179.98! -- a complete surprise to both of us as we had returned the car as we had found it, with a full tank and had checked with the staff at Europcar in Bergerac that everything was OK. After two failed email attempts and several phone calls we discovered that we had apparently agreed to sign up for a "Serenity Pack", which includes comprehensive insurance (no excess) and allows you to return the tank empty at no extra charge. However, we were not informed at the time that we were signing up to an extra insurance package (no mention of it at all), and we certainly didn't request it when we reserved the car online -- it was simply added at the time of booking, and in a very discrete way at that. I was asked to initial next to it, and didn't look close enough.

Indeed, we had already taken out insurance to cover the excess with another company (so didn't need it). Furthermore, we were specifically told by the staff at Europcar that we should return the car with the tank full, which contradicts the package that we had signed for.

A search online reveals that many other people have fallen into the same trap of accidentally signing for nearly £200 of extra insurance, without being informed.

I have been appalled both at the fact we have been charged for this, without any verbal agreement, and with Europcar's response -- they didn't get back to me after numerous enquiries and forced me to chase them.

I have posted this review here:
http://www.dooyoo.co.uk/transport-international/europcar/ and also here
http://forums.moneysavingexpert.com/showthread.htm l?p=24489619
and would like to encourage others to get in touch via this thread -- perhaps we can all complain together!

Europcar overcharge UK residents to rent cars in Spain!! DO NOT USE.

Excerpt below:

Dear Mr xxxxx,

As Jenny mentioned in her email below, the rates are different according on the "source market", meaning the resident country, even if the period, pickup and drop off points are the same.

Best regards,
Véronique
Europcar Web Service


-----Message d'origine-----
De : xxxxxxx [mailto:[email protected]] Envoyé : mercredi 15 juillet 2009 16:50 À : webmaster Objet : RE: Message subject : Rates / Reservations / Rental Policy Importance : Haute

Hi Jenny,

This really does not answer my question. This is the same car for the same period with the same pickup and drop off points. If this is a mistake on behalf of your website, you ARE losing business. I can guarantee it.

Once more, please check why the same product with the same electives in the same market costs USD372 to a US resident, but GBP461 to a British one.

Best regards,

xxxxxx


-----Original Message-----
From: [email protected] [mailto:[email protected]]
Sent: 15 July 2009 15:37
To: xxxxxxxxxxxxx
Subject: RE: Message subject : Rates / Reservations / Rental Policy

Dear Customer,


Thank you for contacting us.
The rate differences you may observe depend on a various number of factors. These factors are influenced by the supply perspective on the "destination market", as well as the demand perspective on the "source market".


Seasonality (holiday periods in different source markets), promotions, local conditions on both source and destination markets are among the main factors which may influence the price quoted.


The Europcar reservation team remains at your disposal to answer your questions, and looks forward to organising your car rental arrangements in the near future.


Sincerely yours