Nightmare. Picked up a car at Gatwick south terminal yesterday evening. I paid for an Audi Q5 but when I arrived they offered me some Alfa Romeo instead which is lower than the class I paid for. After about 30 minutes of driving the yellow check engine light comes on. Complete my journey and try to call them but their office is closed.The next day (today) at 8:30am I call customer service who put me through to breakdown who then then put me through to the RAC. Waiting a few hours for them and then get a missed call from them but my phone never rang.Called back Europcar and again got transferred. This time they said they would “deal with it themselves”. Shortly after this I receive a call from the AA. Meet the mechanic and on diagnosis of the issue he tells me the engine light is on because the car is overdue a service! He also advises me to contact europcar and forward on the report. He was a gentleman and very courteous and helpful. I must say.I spend the rest of the day trying to talk to someone who can help. The worst interaction was with a Vladimir. He said that he couldn’t transfer me to Gatwick even though his colleague managed to an hour before. “But did they pick up?” he asked. No. They didn’t. “So see, I can’t transfer because they never answer the phone.”I asked to talk to a supervisor. “I’m not allowed to transfer you to a supervisor”He then said he would send an email to Gatwick and they would reply shortly. His colleague had already sent an email on my behalf several hours previous. I asked him if “shortly” meant by the end of the day but he wouldn’t promise. My interaction with the europcar web of entanglement lasted until 3pm and then the offices were closed.All day I spent on my foreign mobile racking up charges. I didn’t use the car. It’s not the car I wanted. It is overdue a service so I wonder is it even roadworthy…. Did the right thing but they refused to help or engage.I rented the car for 3 days to visit a relative who is ill with cancer. I just wanted a hassle free experience. Instead it was a nightmare. Terrible company. Never again. I shouldn’t have to pay for the day I spent fighting for them to help and not driving thr car. I shouldn’t have to fight for help. Their system appears to be designed to prevent you from getting through to anyone who can help. The first customer service agent should have taken ownership of my problem to begin with.Maybe tomorrow I will get a call. All I want to advice on what to do? I’m not sure the car is even roadworthy.
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