Europcar Complaint - Steer Clear
On September 8th 2009 I had booked a car for 9:30. I was to pick it up at the Edinburgh office and drop it off on September 11th at the Glasgow Office prior to returning home to Canada.
While in Edinburgh, there was a delay and I sat in the office from 9:15 until 11:00 waiting for my car. When it was finally my turn to pick up the car, I also rented a GPS unit for 10gbp per day. The deposit on the car was 250gbp, and I had to show my Ontario driver's licence as proof of identity. This information was copied down on the contract.
The car was fine. It was clean and in good condition.
On September 10th at 4PM I dropped the car off in Glasgow. I packaged up the GPS unit and returned it and the keys to the office. I commented on how the GPS unit (TOM TOM) had sent me to the wrong address a few times, and the other employee accompanying the lady I was dealing with shared a similar story of how he had ended up all over Glasgow because of the GPS unit. At the conclusion, I asked for a receipt and was told they would mail me one. (THIS WAS A BIG MISTAKE).
After returning home, I noted that 2 weeks later, I received a bill from Eurocar for $586. I expected that this was the converted 250gbp deposit that had not been removed.
A week later, I sent an email to Eurocar to explain it and ask them to return my deposit. They did not reply. I sent a 2nd email a week later and told them I was going to contact VISA if I had not heard back from them. I received an unsigned reply the next day stating I had not returned the GPS and I was not getting my deposit back.
It is now 5 weeks later, and I received my receipt in the mail. On top of charging me for stealing the GPS, these morons charged me for an extra day's rental (that being the 11th), and wrote my address as being in the USA.
Seeing as the car was returned on the 10th and due on the 11th, it is ludicrous that they would charge me an extra day. Further, they copied my mailing address from my driver's licence. Note, Ontario is in Canada, not the United States.
In short, they have no customer service. Their administration is totally messed up. You cannot call them as no one answers the telephone.
I have reported this to VISA for investigation.
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