europcar.co.uk

I was their regular customer

I was their regular customer, but will never use their services again, because after one incident feel like they stole from me. I was using Europcar branch at the London City Airport and rented Fiat 500 on December 18th 2024 for two days. Had no accidents, returned the car safely, only to be told I've made a damage to the front windscreen. A tiny two dots, visible only from close. I'm 100% sure they were there already, but they weren't documented. I did took pictures of the car on the day I've got it, but the problem is that the pictures taken were from the few steps away and although you can see something is there, but if you zoom in, the picture becomes blurry and the damage is not exactly visible. It's so small (like 1mm), you can barely see it from close. So now they've froze my 500£ deposit ant investigating the matter. Investigation is already going for more than a month, no indication when it might end. But even if it did happen, maybe without me noticing, the damage is so minor, you could literally find 50 more scratches this size throughout the vehicle. I mean, it wasn't a new car, to look at a dot and say you'll need what, to replace the screen? And what is there to investigate for a month and ongoing? I'm a single mother working two jobs to survive, these 500£ are very important for me, but the the company doesn't care. Also, I would like to point out the extreme rudeness of the Europcar employee who examined the car upon it's return. She noticed the damage straight away (as if she new where to look) and was acting aggressively towards me. Didn't allow me to take the picture of the tag with her name on it and did not write her name on the Statement of Return report she wrote. Unfortunately, I don't remember her name now, at the moment we spoke I felt under stress, in part because how aggressively she spoke. I will forever regret the day I chose Europcar.

Date of experience: Dec 18, 2024