Europcar supplied a replacement car through my insurance company when mine was shifted from behind and written off. This happened on a Friday. The following Monday I had to drive from my home in Cornwall to Gloucestershire with my cat who was going to a specialist hospital for treatment, while I stayed nearby in a B&B. Europcar Truro texted me on the Monday saying that my hire car would be delivered between 12 and 2. I had bee trying to call them all morning to bring it forward as I had to be in Gloucester by 5pm. They don’t answer this phones. They don’t even play music or have a message telling you that you are in aqueue….they just play you an advertisement over and over.My insurance company did manage to contact them though, and Europcar called me shortly before 2pm. They told me that an MGHS has bee booked out to me and was on its way. This car never arrived. I then received another text saying that my car would be with me between 3 and 5. Shortly before 6pm the driver turned up with the smaller MGZS. I wasn’t able to fit all of my luggage plus cat crate into this so I had to leave some things behind.Returning the hire car is proving to be similarly difficult., largely because EuRopcar never answer their phones. I tried to call them several times during the week to talk to the about the return, but they don’t answer. As I am typing my insurer is also attempting to contact them. The have promised to call the, back, but that was over an hour ago. If I can’t return the cat today I am going to have to pay for another night at the B&B and another night for the cat at the veterinary hospital. I have also tried to call the Bristol branch to see if I can drop the car off there but they don’t answer either, and after 20 minutes of listening to their advent they cut you off with a message that just says “ sorry there is no one here to answer you call”. They treat human beings with contempt. I am disabled and things like this have a very negative effect on my physical health. I hope that NFU Mutual and other car insurers will stop using them. Had I known that they would cause me this many problems I would have hired a car from somewhere else at my own expense.
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