If I could provide a minus rating I would. After hiring a car for 28 days we went to our nearest branch Stansted in a taxi to be told we’d need a flight number to collect the car (doesn’t state this online).We rearranged another collection the following day at Enfield and my wife had to go by cab again with my kids in tow as they wouldn’t deliver as it’s not in policy.Upon collecting the car having been met with rude staff she began to drive home (a 30 minute trip). 20 mins in and the engine started smoking and literally blew up. She had to stand on the side of a busy a road with an 18month old and 4 year old for an hour until the AA came and was obviously really shook up.When they arrived they confirmed the car should never have been released and wasn’t fit to drive. 3 hours later Europcar Enfield called her ‘we’ve got another car for you to come back and collect’… No sorry, no how are you? Nothing… So I contacted the branch and was met with the manager Kay, obviously angry I’ve asked why he wouldn’t be asking my wife if she and the kids are okay, his response ‘yeah my bad’ like I’m his mate… To ‘help us out’ he offered to drop the car off the following day - I thought this wasn’t possible and out of policy?? We were assured when we hand the car back they’ll look into compensation… When the time came to hand back we originally got ‘your not entitled to anything’, after an hour on the phone to customer service I ended up with £19 back for the one missed days rental… again, no sorry, no apology, nothing.Horrendous, will be reporting wherever I can to raise awareness how pathetic of a company they are from staff, customer service, policy, anything they lay their hands on!!
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