Europcar Complaint - Europcar - Poor Customer Service
Without a doubt, the worst customer service (or lack thereof) we have ever encountered. Only wish we had read previous reviews prior to using this company. We travelled from Australia to NZ and rented a car from Europcar Auckland in March this year. While touring the North Island our trip went without a hitch until another vehicle collided with our car (while parked in a shopping center carpark). The other party admitted fault and supplied all relevant details. Relatively minor panel damage was sustained but we contacted Europcar to report the incident and pass on the details as per our obligations. We can only assume that we were put through to a call center, as the operator was apparently unable to locate us on her map, and had to consult a supervisor for assistance.
We were eventually advised to take the car to the 'nearest' depot some 194km away in Hamilton, for assessment. As this incident took place at around 4pm on a Saturday afternoon we attempted to explain, at length, the logistics of this exercise, given that we were already booked into our accommodation at our present location on the Coromandel Peninsula.
We finally convinced the operator that it would perhaps make more sense to present the car for inspection in Wellington on completion of our trip.
On returning the car to the Wellington ferry terminal as per our contract conditions, we finally managed to convince someone to attend the unmanned booth around 5pm (after two hours, several telephone calls and declining to relocate to Wellington Airport)
The car was inspected and we were then charged an additional $1125 to cover the scratch to the door and were advised that we would be contacted in due course once the claim to the third party had been finallised.
Several e-mails, receipted with 'out-of-office replies' and nearly six month's later, we are still unable to ascertain whether the claim has even been lodged and are still waiting for confirmation and/or reimbursement. We have however, since been informed that these things can sometimes take months to reconcile and that yet another representative would now be handling this claim and will contact us with an update. Needless to say, we are still waiting for this information.
It seems that despite even responding to Europcars' internet customer feedback facility (again, no response) delaying tactics are the preferred method of dealing with such issues. Or perhaps overseas travellers are deemed a lesser threat in these situations once on the plane home. One can only wonder... Seriously, avoid this company at all costs.