Updated 4 days agoComplaint reference not resolvedComplaint reference not resolved - Case #20323289.I had an alarm for low oil come up on my dash- sent them email with attached photographs.I had immediately parked the car at my Hotel - andI then rang First Call Assist on 08000280999 to advise of the ‘Incident’ as per my image of the windscreen notification.They advised me that they should be able to attend but would call me prior to arrival.I then received a call and was advised that i needed to go and purchase "at my own expense" some 0W30 engine oil and top up the oil reservoir myself with 1 litre of the oil! Oil bottle and type as per image sent to them.I had paid for a Roadside Assistance package and have not received it and i expected a full refund including VAT charges as i did not receive the service.Secondly, i expected to have the cost of the oil i was told to purchase fully refunded as well, including VAT- receipt was attached.I was also required to purchase a 5 litre bottle as no smaller bottles were available - even at mechanics as i checked, and i was required to go to a wholesale supplier to get the correct oil.Lastly, as i am not a mechanic - hence why i paid for Roadside Assistance option - i advised them that I do not take any responsibility for any possible engine damage that may occur due to me being forced to add oil as instructed above.All of this and only an email saying they are investigating...but not resolved...VERY BAD CUSTOMER SERVICE. BE VERY CAREFUL WHEN DEALING WITH THIS COMPANY.I also asked for a reference number and transcript from the call back but have not received anything - even though i was told the call was being recorded, and i would get one.Update 290624 - just had their 'auto -Kick the can down the road - review' response to this Trust Pilot review. Now need to contact them for a 3rd time (already sent 2 emails about this + 2 week old, unresolved complaint...) to provide more detail. What a detailed email, 4 proof photos, Voice recording of conversations, a Complaint Case number back from them, and this review is not enough? JUST GETTING STUFFED AROUND!Date of experience: 14 June 2024EditReply from Europcar UK4 days agoHello Michael,We appreciate your feedback and we are sorry to learn you were dissatisfied with our service.Give us the chance to solve the issue by providing more details using this link...where our customer service team will be in touch.We hope to see you again.The Europcar TeamPlease see their poor response above...I have tried 3 times to do what they have asked in their 'Auto' response above and guess what - the site doesn't work and won't accept my information. Despite it meeting the criteria on their feedback form.
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