I'm a very regular customer. Just rented a 2024 van for 3 days. No one explained any of the safety features.Steering started to pull and I had no idea why. I was on the M3. I pulled on to the hard shoulder. After 4pm getting dark. I tried repeatedly to get someone at Europcar (as seen in my phone log) but one number only changes tires. The other number put me in a queue. Gary Smith, the CEO did not seem to realise that HIS COMPANY FAILED TO ASSIST ME, A FEMALE NOW STUCK IN A VERY DANGEROUS POSITION. Had someone from Europcar answered my calls and told me about steering assist, I would not have panicked. I finally got to my destination at 9 pm.The location offered me 3 days use. Someone named Irene who investigated and decided not to show any goodwill to a regular customer who is also a Privilege club member decided to renege on this offer.I'm going to complain to the Ombudsman. This Irene has no idea how her denial and refusal will impact business.EUROPCAR FAILED IN ITS DUTY OF CARE BY LEAVING A 63 YEAR OLD FEMALE STUCK ON THE M3 HARD SHOULDER IN THE DARK BECAUSE I DIDN'T RECOGNISE THE STEERING ASSIST ICON, NO HAND BOOK AND COULD NOT GET HELP FROM EUROPCAR.I'm now going to cancel my reservation from Dec 19 to Dec 22 and go to Enterprise.I called 999. They told me to call AA.In response to the reply from Europcar.I sent all info to the CEO office. Someone named Irene replied. She made excuses. She missed the point that there was no one from Europcar answering my calls, despite my calling the 800 helpline.I'm filing a complaint with Financial Ombudsman and another agencyYour link in your reply cannot be clicked on.
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