Extremely poor customer service. We queued for ages at airport for the car. We had a lovely lady help us. We were given a brand new Jeep (what we ordered) but on going to the collection point we were overlooked, waited ages and given a badly dented Ford Puma. We showed the paperwork which had the new Jeep showing. This was taken off us and simply changed to the Puma. We said it was not the car and were rudely told to go back to the reception if not happy which would have been another 30 minutes at least. We complained during the hire, after the hire, chased and chased. We did a trustpilot review and Europcar seemed to take interest and asked us to send in details again (to the same original address) We heard nothing again until today( well over a week later) from the Italian branch stating that the Jeep was the same category as the Puma. There was no recognition of the rudeness of the staff on collection in Italy and no understanding that we were allocated a new Jeep and ended up with a damaged Puma - not acceptable.
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