We were provided a car via our dealership due to a fault on our own car. we have had ongoing issues with this car and therefore have a lot of recent experience with hire cars from other companies. our experience with Europcar was awful. First, we were delivered a car without functioning aircon, it took multiple attempts to contact europcar to notify them of the issue. We were passed between the AA, tyre repairs and general customer service instead of being passed to the depot directly despite using the contact number on our reservation paperwork. Once we did get through, they asked us why we hadn't taken it to Halfords to be fixed as if this is something we should have known to do with a car that is not ours?! We should not be responsible for the maintenance on a car that is not ours! when the car was dropped off, we had no paperwork detailing the level of fueling we had received but we made sure all 8 bars of the gauge were full before it was collected. we have been charged for refueling costs. we were also not warned when they would be collecting the car despite being told on the phone that we would receive a message letting us know they were on the way, we could easily have been out or in a meeting. overall terrible customer service and communication, we would never hire with Europcar again out of choice. edit to add: weeks after this hire we received notification that we were going to be charged the insurance excess because the car required cleaning. no way to discuss this over the phone. no idea how this company still operates.
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