May 10, 2018 at 9:44 pm NZST #4508
If they can’t find anything about the subject then I would ask them to provide in writing that the fee is excluded from your rental. Right? The reservations team knows nothing. If they don’t know anything about it then how can they charge it when a customer has made an enquiry and their own company doesn’t know.
That’s just how I would approach it. I know you’re sorted with the car but you could email them just to see if they will put it in writing. Given it’s your little war. Just say you’re still trying to figure out if you should go with Europcar in the future and concerned about the charge and if it’s unknown to the Reservations team then it should be excluded from customer charges.
Or you could just ditch them in it and email the UK equivalent of the Commerce Commission and say it looks like they’re charging customers a fee that even their own company’s reservations team don’t know about. Send the screenshot and the email response from reservations. It’s a bit mean but might force something on them.
Next time you’re at Europcar you can pull out your screenshot and ask. Or while you’re in the UK at Hertz and see if they have any idea when you pick up the car.May 11, 2018 at 6:09 am NZST #4509
Their Executive Relations manager responded overnight. Thanking me for contacting the MD and saying they will investigate, and to contact him directly if I have any further questions (with a firstname.lastname email address rather than a generic mailbox).May 15, 2018 at 7:11 am NZST #4571
Received another apologetic, grovely email from them offering 50% off my next rental with them. Their PR department is pretty efficient.
I still don’t have an answer to my original query though.May 16, 2018 at 7:24 pm NZST #4595
Not much of an ‘investigation’ really. I would have thought they could have come up with an answer within a week from something listed on their own website.
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