Europcar UK Complaint - Poor Customer Service / Overcharged Invoice
LONDON -- I rent a car from Europcar over a bank holiday early this month (2-4 May 2009). After one week of returning the car I realized overcharge on my credit card bill (over 100% more). They charged one more day because the officer was too busy to retrieve my key on the first thing in the morning after bank holiday. I mean the car is parked in the garage but they log my key in at 5pm the next day (the key was deposit inside the mailbox early evening previous day)
I called the customer service up and log the report. And they gave me an investigation number. After one week didn't hear from them again I called up again. The officer seem pretty blur about what's going on so I explained the whole situation again. They said it would take 1-3 days to investigate and they will get back to me.
After 3 day didn't hear from them, I called again. and same situation, I have to explain everything. I told the customer service about my frustration of not getting any result, the officer said he will call back within the day, but no promise. As expected there are no call.
And today the 3rd day I call up again, (realizing there is not user-friendly link to write a customer inquiry email on their website. Probably they get a lot of complaints due to poor service/ overcharge customers), they said they need four more days to investigate starting from my last call. I told them that I call 2 weeks ago, the officer insist there is no record of previous log report.
Up to this point I was really disappointed by the customer services (and make an effort to register and write my frustration down), not mentioning the other terrible stories I read on the forums and other about Europcar.
This is probably the first and last time I am going to rent a car from this freaky company. Not to mention there is no GPS rental when I pick up the car (which is such a basic requirement nowadays)
Get your car rental elsewhere from bigger names, maybe you won't have to queue an hour even if you book your car online. And maybe you don't have to bear the poor customer service manner on the other line.
The slightest bright side of the story is that my frustration is recorded on the customer service line "for future training purposes", which is absolutely required.
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