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★★★☆☆

“A bad experience for the first time”

Written on: 16/03/2015 by bionicatomicuk (1 review written)

I use Auto Europe all round the world and until last Saturday 7th March at Salzburg Airport, I have never had a problem. On presenting my voucher to Europcar, i was told after a few minutes that they could not give me a car. Furthermore they could not tell me why. The clerk just said that their computer system would not allow him to print a contract so no car could be issued. He then told me that it was my problem and that I must contact Europccar in Vienna to find out why. I asked him to do that and he refused. He added that "Customer Service" of Europocar did not work at weekends and that I had to cal them on Monday 9th March. I asked him to call Auto Europe as my mobile phone had no signal and he refused to do that as well. As I had no signal on my mobile I could not call Auto Europe at the time.
I had to go to the Hertz desk next door and they immediately found a vehicle for me and served me quickly and courteously, a complete difference to Europcar, who I will never use again. Naturally the cost was a lot higher then I paid to Auto-Europe.

I call;ed Auto-Europe on Saturday when I reached where we were staying, explained what had happened and asked for a refund of what I had paid them. I was told to call their customer service on Monday which I did. I was surprised to be told that their system showed that Europcar said they had issued a car. I explained that this was not the case and that I had documents form Hertz to show I rented directly from them. . I asked them to get Europcar to produce the agreement for the "ghost" car, details of the credit card I used to pay the "ghost" deposit and to produce a copy of the voucher, which would also be a forgery as the voucher was given back to me by Europcar.

I await news from Auto-Europe as they have asked Europcar for an explanation. I will wait for another week before asking my credit card company to "charge back" the payment to Auto-Europe.

My initial thoughts are that is not the fault of Auto-Europe and that I have never had a problem with them before and I have recommended them to numerous friends and colleagues. I hope their customer services department will live up to my expectations and previous experience of Auto-Europe.

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