Customer service non existent:

★★★☆☆
3.2 / 5
58% of users recommend this
  • Customer Service

  • Value For Money

TonerAkg's review of Auto Europe Car Hire - www.auto-europe.co.uk

★☆☆☆☆

“Customer service non existent: ”

Written on: 23/06/2016 by TonerAkg (1 review written)

I received an email as a member of their privilege scheme. 0ffering 25% discount. This link directed me to US website which resulted in the cost of booking being doubled, due to having to take out extra insurance.

Customer service do not call back when advised. Don't call back at all. 25 days after initial complaint no progress. Have to repeatedly call premium number. It's an absolute lottery as to who you get from polite to young adults who hang up.

It's ok till something goes wrong then you are advised that they are to busy to help.

The worst customer service ever. Never using them again still £300 out of pocket,

  • MAY 2016

    Date of hire (month/year)

  • uk

    Country & City of hire

  • Customer Service

  • Value For Money

Autoeuropeuk's Response to TonerAkg's Review

Written on: 28/06/2016

Dear Client

We are sorry to hear that you were not satisfied with your recent experience with Auto Europe.

If a link was taking you to the USA website, then this newsletter and discount would have been aimed at US residents only. I am unsure why you would have received this.

The rates can differ depending on which country you are booking from, the reason for this is that different countries have different sets of terms and conditions. The inclusions of the prices can also differ.

If you are a UK passport holder then you should be booking via the UK website.

Please do note that you can cancel your rental up to 48 ours before collection and receive 100% of the cost back. If you have a US dollar booking which is higher than a UK pound booking, this can be cancelled and the booking then made in our UK system.

For assistance in doing this please call our reservations team.

Thank you
Melanie
Auto Europe

Reply to this comment

Tonerakg's reply to Autoeuropeuk's Comment

Written on: 29/06/2016

You sent the email to me as member of your UK privilege card system. I've never been to the US. I received by confirmation in Pounds. Being able to cancel 48 hours prior pick-up is not relevant when you only find out you have a US booking on pick-up. And are then charges an extra 300 pounds.

This is not a medium for you to advertise your T&C. Much like your hopeless customer service team you had failed to read my review, and just glossed over it.

The complaint has now been resolved with Europcar admitting full responsibility. However this has taken 30 days not being replied too. Your customer service manager Ryan Gibson has obviously been promoted far beyond his capabilities after 4 weeks you get an email at 17:55 on a Friday with a conclusion that's it's my fault. This decision is then reversed after proper investigation.

Reply to this comment
Report this review
Was this review helpful? 0 0