I booked a vehicle for a family holiday in France and picked it up from the airport and drove approx. 1.5 to 2 hours to my destination. I used the car maybe twice more before going to use it once more and finding it would not start. I spoke to customer service who sent a mechanic but he was unable to repair the car and so the car was towed away, leaving me without a vehicle. Upon speaking to customer services again they informed me they would be able to provide a vehicle the following day, but that I would have to travel back to the airport to pick it up and then drive it all the way back to my destination. As I only had a couple of days left of my holiday I suggested instead that rather than sending a taxi to take me to pick up the car they instead send a taxi to take my family back to the airport on our last day. On our last day we waited for our taxi, and after waiting nearly 20 minutes we called them and they said the taxi was stuck in traffic but on their way. Following another call the taxi finally arrived 75 minutes late. This caused us a large amount of stress, although luckily we made our flight.Upon returning home I received an invoice for fuel at the extortionate refuel rate charged when you don't fill the tank. I immediately contacted Europcar and advised the reason I hadn't filled the car was because it had been taken away on a tow truck. The fee was refunded, and I thought this was the end of the matter. Now, however, I am being chased for a further invoice for upgrading my vehicle, something I did not agree to. I did pick my car up 30 minutes early and was told there would be a fee of 10 euros which I was happy to pay, but I'm still being asked for a further £75 approx. I am currently still awaiting a response regarding my complaint. I will say the people I spoke to on the phone whilst trying to arrange a new car were polite and spoke excellent English which greatly helped, but unfortunately this does not make up for the nightmare of a rental and follow up I have had to endure. I would strongly advise anyone not to use Europcar. I booked with them because they were the cheapest company. Lesson learned.*** Additional: 28th October ***So despite me emailing this shambolic company MULTIPLE times over a period of weeks, they have completely ignored me and referred me to a debt collector over this £75 they claim I owe them despite me asking for an explanation, and despite me asking for the ignored queries to be escalated to a manager.I urge you, please think twice before using this company. Their business practices are downright shady in my opinion and they simply ignore any communication they receive with regards to complaints. Spend a little extra and go with a reputable company, it will save you stress and money in the long run. I am apparently now banned from using them. As Jeremy Clarkson would say... "Oh no! Anyway..."*** Additional: 2nd November ***Still ignored. Ended up paying the "outstanding" amount just to get them to leave me alone. I hope this review loses them business and costs them more than the £75 they've conned out of me.
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