Europcar Complaint - Europcar Ruined Our Vacation
SZCZECIN POLAND -- Hello,
My wife and I have rented a car on-line through your website to be picked up in Szczecin Poland on July 17th, 2010 at the Novotel Hotel for 9 days. We were travelling from Edmonton Canada to Poland for a few weeks and needed a car to travel and see our family in Poland including attending a family member's wedding.
Our reservation was confirmed via email from your office: "europcar@mail. europcar.com" on July 2, 2010 at the time of booking the car. We showed up at the Novotel Hotel on July 17th, 2010 at 9 A.M. as your confirmation email advised us to. The price we were to pay at the time of arrival was € 358.68. We were suddenly advised by the Europcar representative that Europcar does not have a car for us at all and they cancelled our reservation. The Europcar representative male told us that we were notified by email of the cancellation on July 15th, 2010. We have asked the male representative to pull up our email account on his computer to confirm that we were never notified and he allowed us to do that. This is when we showed and confirmed that we NEVER received a cancellation email from Europcar by showing our email inbox to the Europcar representative to see no cancellation email was ever sent to us.
At this time the Europcar representative told us "TOO BAD WE DO NOT HAVE A CAR FOR YOU". He was not only rude to us but not even once apologetic. He did offer us a different car for € 900 Euro Dollar to pick up the the next day. This is more than double the price of what we made the reservation for. We requested to take the car that he was offering us but for the price we made the reservation for. We were told "absolutely not". No other offer was made to us and we were told to leave the Novotel Hotel at this moment as he was busy. We asked him what are we to do today as we have no car for today and no way to get around and travel to a weeding in a different city. We confirmed that we did no receive any cancellation email from Europcar and we were left now stranded without transportation. He told us "GET OUT OF THE OFFICE AND GO TO A DIFFERENT RENTAL PLACE TO FIND A CAR". We asked to speak to a manager and the representative told us no manager was on site that we could speak with and to contact the Paris head office to file a complaint!!!!
We were mortified with the service we received and left stranded on our vacation to cancel any plans we had. This company is a huge disappointment to any traveller booking a car with them. We were guaranteed a rental vehicle, no cancellation email was sent and then we were told rudely to get out of the office and go somewhere else upon our arrival to pick up the car.
I DO NOT RECOMMEND EUROPCAR TO ANYONE WANTING TO RENT A VEHICLE WITH THIS COMPANY AS THEY WILL NOT ONLY BE DISAPPOINTED WITH THE SERVICE BUT WILL BE LEFT STRANDED WITHOUT A VEHICLE ON THEIR VACATION.