| The Complaint Shop All Your Complaints under one Roof |
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Last update 17/10/2007 |
Complaint Date 23/12/2003 |
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Europcar
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This Header used to show the Europcar Logo but Europcar have objected to us showing their Logo without their permission and have written to us on the 13th April 2004 and have requested that we remove the Logo from our site with immediate effect. We have done as requested and we leave it to the visitors of this site to make up their own mind as to the reason of their request. |
Europcar Italia Viale Traiano, 97 Fiumicino (RM) Italia |
Complaint entered by dee.dewit@cherryvalley.co.uk |
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Europcar
again I'm afraid, but this time the Naples and Rome (Fiumicino) Airport
offices. Naples check-out simply could not have cared less. Long, tedious story ~ first car unsatisfactory, the second only half full of petrol which I had to get them to sign for at the desk. I returned the car to the Fiumicino office as planned on 29 May 04 and I specifically drew their attention to the fact that the tank was half full just as I had received it. The checker-in agreed but (I subsequently noticed) did not mark it on the check-in form. On 8 June 04 we received an invoice for E28.26 charged to my Visa card without my authority for 'petrol service'. I faxed the Fiumicino office with a copy of the check-out form and asked them to refund the E28.26 plus my service charge of E10 immediately. No reply. I re-sent the fax on 23 June ... no reply. No surprise. On 8 June 04 I also contacted Europcar Customer Services in the UK who took all the details and told me they'd sort it out. By 23 June ~ no response ~ phoned again ~ "can't deal with that cos its booked through Holiday Autos" ~ so why not say so in the first place? Why do they think they can charge me direct, but I have to complain through the proper channels? 23 June Holiday Autos promise to sort it out. 1 July the charge appears on my Visa bill. Phoned Holiday Autos again who tell me they have registered the complaint but had received no response. I get the impression that (the staff at ?) Europcar Italia are playing a petrol surcharge game. By not dealing in full tanks they open up an area of uncertainty which they then exploit after the customer believes the contract has been completed on both sides. If they then ignore all communications a proportion of victims will get fed up and they will (each ?) be a bit richer. Is that too cynical? What other explanation then? My service charges for dealing with this have now risen to E20. Can you get any sense out of Europcar? I'd be grateful if you would add your weight to my case. (For the present I reserve judgement regarding Holiday Autos.) |
| We gave Diederik the contact details of Europcar in the UK and told him to write to them and advising them that we had referred him to Europcar. |
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Update
22nd July 2004:
We have
just received the following e-mail:
Hello, and thanks for staying on
the case. I have received an e-mail from Cate Henderson making all
the right noises about progressing the matter with their Italian
colleagues via the UK Cust Serv Dept. That was 12 July ... since
then nothing. Meanwhile Holiday Autos appear to have all the
efficacy of a chocolate fireguard.
You know, the more you think about
it (and the longer the silence from Europcar Italia), the more it
begins to look like a scam (allegedly). If it were a simple mistake
it would all be cleared up by now. I mean its not big money ... it's
just that it's in the wrong hands.
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| Update 27th July 2004 We have just heard from Diederik that he has now received an e-mail from Europcar Italia advising him that the unauthorised charge has now been refunded to his credit card, but Europcar have not reimbursed him with the costs incurred trying to recuperate his money or aplogised to him for helping themselves from his credit card. But at least he had his money back Hello ... I've never quite grasped who I am talking to at The Complaint Shop but thank you whoever you are ... first of all for existing and secondly for lending your weight to my cause. Europcar's UK Cust Serv Dept really are artists when it comes to mischievously missing the point while their Italian operation obviously has no shame about how it treats its customers. And I doubt that we have changed either of them one iota. Nevertheless it does looks as though they've finally paid back the money they stole from my account and for this I am grateful. Thanks again and kind regards |
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Update 6th August 2004
Europcar Italia have just replied to Diederik with regard to this
expenses and have told him:
' it is clear that you feel
quite strongly about this matter and therefore I will arrange for
the sum of £30.00 Sterling to be
refunded to your Visa account
as a goodwill gesture'.
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Thank you Europcar Italia and Europcar UK for finally clearing up this
complaint
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| Complaint Status: closed |
| This website also links to other Europcar complaints: Europcar (United Kingdom Eurocar (Portugal) Europcar (France) | Overall Efficiency: |
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