Europcar Tonbridge

The biggest scam artists, this branch do not answer the phone. They claim they don’t take money from you but certainly do, will be making a complaint if I get to speak to someone who knows what they are talking about

A replacement car was arranged via the RAC with Europcar's branch in Tonbridge. I was told the car would be delivered at approx 10am today. I rang up Europcar at approx 9.30am to obtain an ETA. After going through various options - "press 1"; "press 2" etc, I was put on hold for 12 and 14 mins - I hung up both times, fed up with listening to a recorded message telling me Europcar is "a leader in this, a leader in that". Not a leader in service delivery, that's for sure. I then managed to find a telephone number which was answered, only for the (polite) young man to put me through to the branch, and eh presto, no answer. I have now cancelled the car hire option with the RAC - on the latter, it took me 'only' 3 calls, 3 times telling my story again, as the phone went dead every time the operator put me on hold. 3 hours of my life I will never get back, must be a Monday 9 May thing...

My name is Brian Rowe and I am a disabled person. Unfortunately my disability car had to go for machanical repair. After contacting motability UK, I was told to contact the RAC to get a replacement vehicle. I contacted them at 9am on Tuesday morning and they confirmed that the replacement had been arranged with the Tonbridge branch and that someone will be calling me. 3 hours later I received a call from the Tonbridge branch asking me for my card details. This is to cover any fuel shortage on the return of the vehicle.
The vehicle was to be collected by them from Dartford Kent and delivered to my home in bexhill on Sea. It appears that I have to pay for all the fuel used including the mileage from Dartford to my home. (what a rip off). I had no choice but to agree as without a car I am housebound.
I was told that the car would be with me by 4pm. I had an appointment at 3pm that I had to cancel as I needed to drive there.
At 4.50pm I got a call from the Tonbridge branch to say that the car they were collecting had broken down and they did not have a replacement. I said goodbye and hung up. This did not bode to well as I have other appointments this week and it was to late for me to source an alternative elsewhere.
I contacted motability UK and explained what had gone on. They were very disappointed in the service that I had received and a formal complaint was made. They came up with a solution, to give me an open credit account with a local taxi service to use for the next 7 days until my car is ready.
WELL DONE EUROPCAR TONBRIDGE. I WILL BE MAKING STRONG REPRESENTATIONS TO YOUR HEAD OFFICE AND THE RAC FOR YOUR DISCUSTING TREATMENT OF A DISABLED PERSON.
I HOPE YOU ARE PLEASED WITH YOURS

Allowed me to book a car in Feb 22 for a Saturday pick-up, then ceased weekend trading and didn't inform me. Had to rush x-country to Maidstone to organise vehicle...

Never brought me my car, after multiple calls and multiple times they said it was definitely coming, it never did.

If you value your sanity DO NOT have anything to do with this place.

My insurers provided me with a hire car from Europcar, whilst my car was in for repairs in February and I am still having to deal with their incompetence.

When the car was delivered to me it had a slow puncture which the woman who delivered 'thought it had been fixed'. It turns out that after a few days of driving it wasn't. As they were already aware I proceeded to fill the tyre as I hoped I'd get my car back in the coming days.

Europcar took this as an opportunity to charge me £164 for not reporting damage to the car, despite them providing me in this way and being aware of the damage at the time of drop off.

Not to mention, they collected the car without me being at home. Knocked on my door and my mum had no option but to provide them with the key and then proceeded to charge me for a re-fuel.

They have threatened me with legal action despite them dropping the damage to the car claim and me paying the invoice for fuel.

I plan to take this further but honestly, don't do it to yourself. They are TERRIBLE!!!!

Car have service light as soon as I got it, window didn’t wind up properly and it wasn’t collect on the date that was set.

Late delivering, late collecting. Customer service line pointless and useless as was the email. They could not call the local manger. Nothing but stress at a difficult time.
Rude staff at Central number. Could not get through to local Tonbridge branch. They have the contract with RAC so I am moving to other provider.

After the RAC booked it, they rang to say they could not commit to supplying a vehicle even 6 hours later. I had to book another car hire company. They suddenly arrived about 3 hours later. They didn't pick up for hours but expect you to wait for them for 8 hours after paying £15 for the pickup service. During this time you are still responsible for the vehicle. (see T&C's 11.1)

I made a complaint via email to get my £15 back, they refused. Customer services are useless and very rude. Could not get through to the local branch ( Tonbridge) for ages. We spent so much time on the phone trying. The Tonbridge manager called after I left a message with a sales assistant who rang me asking for the car back the next day after they collected at 6:10 pm the day before. She said we could have the £15 back but nothing was ever received. Online customer services still refused to give £15 back after a formal complaint via email for a car collection that took 4 hours! The branch is only 2 miles away! 8 hours is not reasonable. Poor communication. Other reviews reflect this. Additionally, the delivery driver said the gauge always showed 8/10th full even though actually 10/10th full. So I returned it 'full', but it wasn't the case so gave them extra petrol on top. ~They will probably leave a standard response below telling me to call their rude helpline ( who can't even call the local branch for you) or unhelpful email, if they do you, you know to AVOID!