Absolutely appalling service from Europcar. Will NEVER rent from them again. I was travelling to Italy as I am part of Andrea Bocelli's management team and he was performing a series of concerts featuring other big names in Tuscany - I needed a reliable car to navigate this very rural area. On arrival the initial car they tried to give me (which wasn't what I'd booked) had a busted wing mirror so I had to trek back from the car park to the terminal with two large suitcases to get a different car. Within 3 hours the car had a puncture to the front passenger tire. I'm stranded in the middle of a very rural area of Tuscany in the pitch black and there is no spare tire in the car, just a lovely empty space in the boot where it should be. Some kindly locals allowed me to leave the car on their land until the morning but it was an extremely dangerous situation to be in as a woman alone. The following morning I made various attempts to contact Europcar by phone and email, to little avail. Despite having taken out their premium coverage package no one seemed to care. I am still (7 days later) waiting for the callback they said would be 20 mins. My Italian colleague also made various attempts - apparently not even speaking the language gets you anywhere. At one point I was told a tow truck would come and take it (offering no replacement) but I needed to call him back with the full details of exactly where the car was located. On trying to call back I got a message saying the number was out of service. In the end I had to arrange for a local mechanic to tow it back to their garage and replace the tire. They said the tire d was already quite bald and Europcar should not have sent that car out as it was. It cost 300 euro to get it fixed which Europcar have seemingly no interest in reimbursing. When returning the car I told them the busted tire was in the boot, a member of staff inspected the car then told me my holding deposit would be taken because the puncture constituted damage to the car, despite the fact that tires are obviously subject to wear and tear, the mechanic had stated in his report it was unfit for purpose AND I HAD REPLACED IT AT MY OWN EXPENSE. Disgusting service. Updated following Europcar’s below reply: I have already emailed customer service to no avail days ago. I have also been in the phone with customer service at 11.12am today who said this would all be logged and I would receive an email with next steps directly after the all. It’s over two hours later - no email. Seriously…
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