My recent experience with this car rental company...
I have booked & used the car over the weekend 6-9 March in Brisbane. I have picked it up at the airport on Friday 6 March '09 and was given a condition report which had a couple of scratches mentioned in the Existing Damage section. I've noticed both scratches before driving the car and even pointed out one of them (a big scratch with peeled paint on the front bumper) to my partner who was travelling with me at that time. Knowing that the scratches were mentioned in the report, I took-off without the 2nd thought.
When returning the car on Monday 9 March I was pointed out to that front bumper scratch by the car inspector. I told him that it was in the condition report before I've picked up the car. His reply was that it's a REAR BUMPER' scratch and not FRONT BUMPER' scratch that was in the condition report. Only then I have realised that I didn't pay any attention to the location of the mentioned scratches (front' / rear') when checking out the car before driving it.
When examined the rear bumper, there were NO any scratches found on it. I told the car inspector that it must had been a mistake when someone at the office was entering a description for the current scratches and that the scratch was already on the bumper before the car was used by myself (another person has witnessed it). He took the paperwork to the office and passed it on to the clerk who advised me that this would be checked and I would be notified in case of any problems.
I didn't hear from Europcar and 2 days later realised that I've been charged the amount of $516.14 on 11/3/09 for something I have not done. That was without any prior advice, notification or discussion with myself which I believe was rather unprofessional.
Contacted the manager & spoke with Customer Relationship Officer - lead to absolutely nothing. Aparently, they told me that there WAS a scratch on the REAR bumper previously but it has been fixed but not updated in the system and therefore it was still appearing on the condition report. They told me that they calledme (a lie!) but my phone was switched-off (it never is!); they also told me that they'd send me an receipt for the "damage" found for the amount charged ($516) - never got one!.. Briefly, they told me that it was my fault not to declare the damage before I drove the car and everything after - it's my responsibility!!!
Never again myself or anyone of my collegues and friends would rent with Europcar!! By scamminly collecting my $516, they have lost instantly quite a lot of customers for years to come!!! I've been told a few stories about Europcar in particular but now I'm convinced that they are just a bunch of people who wouldn't give a "rat's ass" about the customers and providing a good customer service!! Don't use them or... abuse them if you can!!!
Vitilon
Melbourne
Australia
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