Europcar Australia Complaint - Europcar Adelaide Is A Disgrace
ADELAIDE, SOUTH AUSTRALIA -- Below is the original email to europcar once I received a bogus $98 repair charge. It has now been 5 months, at least 10 phone calls from me to them, 4 personal visits to the depot and promised returned calls from state managers that never happened. Basically the repair charge is bogus and they owe me money for charging me for more hire time than used. The worst customer resolution service known to man.
The vehicle was collected from Salisbury depot at 1541 on 14/1/09 at which time the exterior of the vehicle was inspected and discussed with the site Manager but I was assured the damage was due to general wear and tear and I wasn't to worry further. No damage was obviously noted in the interior as nobody would realisticaly check the boot release. The vehicle was driven to my house in Ridgehaven (15 minutes drive) at which time it sat in my garage for approximately 3 hours until my interstate guests and I were leaving for dinner only to discover that one tyre was completely flat.
Naturally we then went to change the tyre and discovered the boot release was broken when going to open the boot for the spare. The tyre was changed and then I promptly rang Europcar at the airport to see if a spare tyre could be brought to my house the next morning as my guests were preparing for a day in the Adelaide Hills with a view to ending up in the Barossa the next night and wanted to make sure they had a spare in case of another flat tyre. The female operator I spoke to at the time explained to me that because of the time of the call (approx 7pm) she couldn't give me an answer on getting a spare to me until the next morning when the Salisbury branch reopened. At this time I also made a mention to the operator that the boot release appeared broken. No mention of being charged for this occurred as she clearly understood it must have occurred prior to me collecting the vehicle.
The next day I was told over a series of phone calls over 5 hours from the Salisbury depot that my guests would have to cut short their time in the hills and return to the Salisbury depot in the afternoon to then have to go to a tyre dealer for a replacement. They therefore did rearrange their plans to ensure they had a spare.
Based on the letter I received it appears that Europcar are happy to charge people for an inconvenience to them but assume it's fine for the client to be inconvenienced when having to assist in sorting out a problem that isn't theirs to fix?
On top of this I have been charged for 4 days vehicle hire when in actual fact the vehicle was only used for 3. The vehicle was returned 28 hours prior to the original booked time so I am expecting the balance to also be credited back into my account with the false damage charge.
As a person who has hired countless vehicles from Europcar across the country I would hope my support of your company will count when settling this matter.