Massimiliano Madama´s profile

Reviews (1)

Auto Europe UK

Tom Tom with outdated maps and Baby seat installation delaied car release at pick up

I was disappointed to realise that:
- I was provided with a Tom Tom with maps out of date. I was traveling with a 3 month old infant and my partner. With 40+ degrees and having a flight to catch plus friends to meet at unknown places this is surely not pleasent. I had the car for 2 days and wasted 3 hours each day to figure out where to go. The Tom Tom did not recognise any of the fast-tool charge roads. Had to reach the airport by traveling at least 15 extra miles in heavy traffic. As of today I am not yet sure if I have actually been charged for the Tom Tom. I was told that the Tom Tom charge would have been waived but I have not yet seen an invoice. In addition who will actually remediate to all of the discomfort experienced?

- I was meant to pick up the car at 5:00 p.m.. I arrived at the pick up location at 4.45. 5 minutes later at 4.50 I was given car rental documents showing that the car had been released at 4:50. Due to the fact that a baby seat had to be installed in the car as per my rental request of a couple months earlier, we could not leave. Once that the car seat was installed we relaised that if we had the Tom Tom on the radio did not work. Europcar staff solved the problem by changing the power cable of the Tom Tom. We could finally drive out at 5:40 Why to experience such a delay? Why if a customer is late when returning a car you can charge but if Europcar are late the customer is not compensated

I have been renting from Europcar and other operators for years. I truly hope that you will find the way to make me believe that the customer still comes first. Surely something needs to be done.

Sincerely,
Massimiliano Madama

13 February 2013

Reply from Auto Europe UK

Dear Mr Madama,

I am sorry to hear that your recent car hire did not live up to your expectations. Please accept our apologies for any inconvenience.

Our customer service can help you deal with the local supplier. Should you be charged by the rental company any extra fees, we will verify these charges. Please forward your rental documents to: customerservice@auto-europe.co.uk. Please send your rental agreement, pick-up and drop-off report, the final invoice of your rental, and Auto Europe voucher number. We will contact the local supplier on your behalf to address your claim.

Kind regards,
Kathryn
Auto Europe

Massimiliano Madama´s profile

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Massimiliano Madama
Reviewer
United Kingdom

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