Europcar Complaint - Thieves at Europcar Madrid Atocha Station!
CAMPO DE LAS NACIONES, MADRID, SPAIN -- Beware Europcar Atocha Station office!!
Yes, it's very central. But avoid Europcar's Atocha Station office at all costs if you want to have any hope of recovering anything you might have left behind. When we returned our rental car a few weeks ago, I had a bad stomach virus and felt like I'd been run over by one of the big toro Osborne cutouts you see along Spanish highways. Frankly, my main interest was finding the nearest toilet, so I forgot that I'd left our 400 dollar camera under the passenger seat. We realized we'd left the camera about a half-hour later in a taxi driving along Gran Via. We told the cabbie to turn around, but at that exact moment, the police were putting up barricades to block traffic heading back to Atocha because of some kind of demonstration. They routed all traffic down the smallest of side streets, which meant we weren't able to get back to the station for another hour. And guess what! By the time we returned, the car was supposedly already washed, vacuumed and rented to another customer... and the camera was gone. In fact, not surprisingly, they denied the possibility of there ever having BEEN a camera in the car. When we filed a claim with the police, the cop told us unprompted "I don't know about the U. S., I've never been there. But in Britain, this never would have happened. They'd be too afraid of losing their jobs. At these rental car offices here, there's no accountability." A few days ago, Europcar's legally required response arrived in the mail. It basically reminded us that the contract stipulates that Europcar has no responsibility for items left behind and that a review of the car had been conducted in our presence (not true; the review only included a check of the mileage and whether there were any new scratches, not a check under the seats). Fair enough. I was an idiot. A sick idiot, but an idiot. However, customers also should be able to have a reasonable expectation that, even so, they'll be able to recover anything left behind... I know of plenty of cases where people have. So Europcar, you've just permanently lost a customer worth more to you than a 400 dollar camera.