Let me first say this complaint was slowly escalated to the company CEO, who appears to be ignorant or deaf, maybe both!! No reply!! However this was in desperation to correct a very justifiable grievance, that had failed at branch level and also Customer services at corporate office. So here goes..I had ordered and paid for a manual Intermediate sized SUV. I received an Automatic COMPACT SUV. Europcar's argument is they are MONETARY the same value, so a clear downsize is OK, even if it was NOT discussed, or even mentioned with me at the counter, when collecting my vehicle. In fairness I should have noticed when I got my vehicle, but it was parked next a large Merc SUV so just thought it looked small. My vehicle was a Hyundai Bayon, a very small and questionable SUV of any sort. I had to get to Portsmouth to pick up a disabled family friend and was already late(flight) so headed off. We just managed to get her mobility scooter in the boot but had to use the back seat for her walking frame, mine and her suitcases plus a backpack. Dangerous and also risking damaging the seats. These important facts have been totally overlooked by Europcar, who keep trotting out the same line about "Monetary" values of both vehicles were the same. Presumably for my 5 day Intermediate SUV, they could have given me a Luxury car for 2 days or Tiny car for 8 days, because it's the same Monetary value - extreme but the same logic. I never expected the CEO to deal with it, but delegate to an area/district manager who can have rung me and got my side. A request for an area/district managers contact details was made, but again ignored. This incident happened over 2 months ago but wanted to give ample time for someone to act, which is only fair. Long winded?? There lots more I could say.
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