My partner and I hired a van to move house back in October 2023, and we’re unfortunately involved in a collision that was not our fault. The other party involved was arrested at the scene, and we have clear photographic evidence and witness statements of the incident. Despite this, Europcar have requested over £1600 in damages be paid by us. We were told by Europcar that if we had paid upfront, we would have received the money back once it had been settled through insurance. It is quite clear that they have no intention of settling this through insurance, as this would have been a straightforward claim and taken weeks to settle, and has now been ongoing for 10 months. Neither Europcar or their legal representation have respond to our emails. In April, we managed to get a hold of the acting solicitors by phone, where their employee acted surprised and compassionate about what we had to tell her and asked us to send a full account of all evidence, comms with Europcar and witness statements. She assured us that she would be putting the account on hold whilst they investigated further and she would ensure we received responses to our emails (which we never did). It is now 4 months since then, and we have had no update on the outcome of their investigations or notice that the claim had been re-opened. They have now sent draft court letters out of the blue stating ‘multiple requests for payment’ - this seems unfair considering we were told everything was on pause. Avoid this company at all costs. They are complete scammers and show no care or compassion towards their customers.
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