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Europcar complaint - where should I write to?


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Old 17-01-2008, 11:01
frances99
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Hi

I won't go into the long and rather boring details of the complaint I want to make to Europcar about their appalling service, but need some advice...

I hired a car through Europcar in France via Holiday Autos. I complained to HA and asked for a refund of costs I was promised I wouldn't have to pay when I spoke to Europcar's call centre whilst on holiday, they said they had contacted Europcar and nothing was going to be done. But they told me if I wanted to pursue the matter myself, I could write to Europcar direct (at the head office in France).

I sent a letter there at the beginning of December but have heard absolutely nothing. I'm not going to drop this, so does anyone know another address or name of someone I could contact there to get a response. Or an address in the UK?

And my advice - avoid Europcar at all costs!!

Thanks, any suggestions most welcome
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Old 17-01-2008, 11:06
A-Friend
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Here's the address for UK head office
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Old 17-01-2008, 11:12
Keefy-boy
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Who did you actually pay? Was it holiday autos? If so wasn't your contract with them?
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Old 17-01-2008, 11:22
frances99
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I hired through Holiday Autos but as far as I am aware, the contract is still with Europcar - and it was definitely them who made the additional charges that I was told would be reimbursed.

Of course I could be wrong, but as Europcar haven't even dignified my complaint with a response, I wouldn't know!
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Old 17-01-2008, 11:25
Keefy-boy
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I hired through Holiday Autos but as far as I am aware, the contract is still with Europcar - and it was definitely them who made the additional charges that I was told would be reimbursed.

Of course I could be wrong, but as Europcar haven't even dignified my complaint with a response, I wouldn't know!
Did Europcar charge you directly for the extra charges?
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Old 17-01-2008, 11:42
frances99
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Did Europcar charge you directly for the extra charges?
Yes, plus it's also about Europcar staff attitude problems! So I figure they can at least deal with that!
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Old 17-01-2008, 15:21
El Guapo
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Hi, I have a friend that works for HA. I could find out if you like or maybe she can help?

Also what was the actual problem with them?
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Old 17-01-2008, 15:30
El Guapo
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Who did you actually pay? Was it holiday autos? If so wasn't your contract with them?
You pay HA but they are the middle men as it were. The car and customer service are provided by Europcar direct. So if you are not happy with Europcars service then you should complain to them but also let HA know about it so they can also look into it. If they get lots of complaints they would drop that particular supplier.
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Old 09-12-2009, 14:57
rednrosy
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There is no point in complaining, they are so arrogant that they will not answer, they will happily debit your credit card like thieves in the night. It would seem that only legal actions would get them to respond.

Needless to say I will never ever hire from them again.

Gordon

Hi

I won't go into the long and rather boring details of the complaint I want to make to Europcar about their appalling service, but need some advice...

I hired a car through Europcar in France via Holiday Autos. I complained to HA and asked for a refund of costs I was promised I wouldn't have to pay when I spoke to Europcar's call centre whilst on holiday, they said they had contacted Europcar and nothing was going to be done. But they told me if I wanted to pursue the matter myself, I could write to Europcar direct (at the head office in France).

I sent a letter there at the beginning of December but have heard absolutely nothing. I'm not going to drop this, so does anyone know another address or name of someone I could contact there to get a response. Or an address in the UK?

And my advice - avoid Europcar at all costs!!

Thanks, any suggestions most welcome
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Old 24-05-2011, 18:18
danum555
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On our recent trip to Naples we again hired a car from Europcar (10-18th May), Unfortunately our car was broken into near Paestum and all our luggage, bag contining passport and cedit cards and other personalm items were stolen. Being former teachers,seasoned travellers and aware of the ubiquitious problems with crime in Southern Italy, and naturally inclined towards the phlegmatic, we tried to put the incident behind us and made the necessary arrangements to get back. We were determined not to let the incident spoil our holiday.

What did spoil it was the treatment we endured at the Naples Europcar office, which has billed us a total of 1171.52 euros. The figures on the invoice bear little relation to those in the contract (total 164) and even the sums taken from our bank account. In the process of being broken into the thieves scuffed the wheelarch of the car, about 5cm, not down to the metal and the car lock, which worked but was also very slightly scuffed, needed slight adjustment. I pointed out this damage to the staff, along with the police report. We were told that they this minor damage would cost over 1500 euros to repair and they were pefectly entitled to take the full excess of 900 euros. I discovered today that two amounts, 585 and 316 euros were taken from our account yesterday.

I have already contacted the Consumer's Association, which has offered legal support, other consumer bodies, LloydsTSB Bank, whose disputed payments team are investigating, the British Consulate in Naples, my local trading standards office, our MP, our local Fiat dealer and we will seek maximum publicity.
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Old 24-05-2011, 19:12
Jason JAG Law
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OP, you should contact the UK European Consumer Centre administered by the Trading Standards Institute.

They are set up specifically to assist in cross-border disputes with traders based in other EU Countries (including Norway and Iceland).

Link is here:
http://www.ukecc.net/sub.asp?id=161
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