Europcar Complaint - Excess Refueling charge and bad customer service
CAPE TOWN -- I rented an economy-class car in Cape Town South Africa. When I booked in the agency, I asked if I had to refuel the tank when bringing it back and was told they would take care of it. Having rented cars before with various companies, I inquired wether this service was included in the amount I was paying or considered as free, and was told that no I wouldn't be charged for that.
I brought the car back, with not even a quarter of the tank empty for the 400km we had done with it.
When I received the invoice, a charge of over 200Rand has been taken for refuelling. I called the customer service to complain and received the answer that I should have known they would charge me for the refuelling as per my previous experiences in renting cars, making me sound like a fool who misunderstood what I was told when I specifically double-checked that particular point. The customer service then forwarded me the following, titled FYI:
From: Customer Service
To: - Cape Town
Please can you assist here, this client was told that she will not be liable to pay for the fuel, client asked we said no charged, I did the whole explanation, she has rented before and knows how the processes work but this person told her she does not have to pay for fuel, I find this hard to believe. How can we resolve this there is no RA scanned.
I can assure you that this did not take place, our employee who checked out the customer has been with us for many years and would never have said anything like this.
I have replied once again highlighting the fact that this was not what I had been told, and still haven't heard back from them.