This is the letter I'm just sending to Mark Cotterill their MD!
Dear Mark
RE: COMPLAINT – ATTEMPTED FRAUD? DATA PROTECTION? ZERO RESPONSE! (CS???)
I am writing to you to tell that your company treats its ex –customers in the most appalling and disrespectful way. I believe your company tried to defraud me with an incorrect invoice, breached data protection requirements and then failed to respond when I try and resolve the issue.
You will be pleased to know the initial issue is now resolve – sadly for me this has taken nearly 4 hours of my time – writing emails, waiting on-hold for your ‘customer service’, looking for receipts, etc.
Let me begin - my car was damaged in an accident. I was provided with a replacement car from your company – great service. Delivered on time, collected on time. Brilliant. Then I was given a letter at work addressed to a Mr? Fox. As I’m the only Fox at work – I opened it. It contained an invoice for fuel – £37.93. My first reaction was why send it to my work address as you have my home address, and my name is Richard, but my wife’s name is A??? So the car was delivered to work, but you collected it from home. Your representative confirmed my driving license, and the insurance details are in my wife’s name. I’m not sure what went wrong, but something did with your processes – it can’t be hard to get it wrong – but this scenario must happen for you quite often – so I expect you to get it right. But I didn’t appreciate it. A breach of data protection for sure. Under the fourth principle of the Data Protection Act, information must be accurate and up to date. Clearly not in this case.
Now for the invoice – I had filled up the car before returning it. Of course I’d used it a little bit after filling it up – but not the 26 litres the invoice stated. I could only put 55 litres in the car from near empty. Also the mileage documented that I’d done on the invoice just didn’t make sense to the amount of fuel the invoice said I had used. I don’t like to be treated like a fool - I expected honesty from companies and people. It would be hard for me to prove anything as I wasn’t there when the car was collected – but I have a feeling this just seems to be standard practice. Fleece your customers? Isn’t that fraud?
Now, what made me very resentful was my own duty of care to your vehicle. The key ring said DIESEL – yes, BIG CAPITAL LETTERS. So when I went to fill up the car and saw that the inside of the petrol flap said 95 RON you’ll be pleased to know I was just a little bit hesitant when I had the diesel pump in my hand. I didn’t fill up the car – drove home – found the number to call from the delivery documentation and rang-up. On hold a little while – they went way – and confirmed it was petrol. I went back and filled it up with petrol. I’ll let you think about the consequences and expense of that. Then to get an invoice – I wasn’t impressed.
So I tried to call to have a chat with your customer service. Tried being the word. On hold for quite a while before resorting to emailing. My email outlined pretty much was I said above – and adding I wasn’t going to pay.
Zero response.
I then got another letter about a week later. Why hadn’t it been paid? I’d be charged £40 if I didn’t pay – rather obnoxious to be honest. Threatening. So wrong name, wrong address again! – I did email and tell you. I saw red this time. I went to ring up – on-hold again. I have better things to do than wait for your ‘customer services’. I sent another email to the email address the on-hold message said send it to.
Zero response.
The next day I rang up some other number and a lady put me through to the ‘team leaders’ line – waited a while but it was answered. Hurray. The man (Martin O’Boye) found my email and I explained the situation and that I wasn’t happy. He said the car had a 70 litre capacity (I think not – unless it has some hidden tank). He said it was returned three quarters full. Now, let me take you back to the 26 litres on the invoice. Even at 70 litres – that makes for 37% - much nearer half-full – than 25%. Martin said if I could find the receipt he’d cancel the invoice. How kind of him. Or would you have liked me to pay this ridiculous invoice? The invoice to the wrong name at the wrong address?
I found the receipt at last that evening – took a copy and emailed it back to Martin asking to confirm a few items, including that you would not send any more wrongly addressed items to work. It really is quite embarrassing, and my wife’s not a Mr, and she doesn’t work there either.
Zero response.
I tried to ring Martin up on the number on his email. On-hold for 15 minutes before I gave up – not the first time if you remember. An idea, I’ll ring again and press 1 for amending a booking. WOW – an instant response. Nice man, said he was in Spain and customer service was in Leicester. And no he couldn’t help or put me through. I’d have to ring again.
Getting even more annoyed, but I’m quite a busy person. Work, family etc. Maybe most people just give up at this point?
At last on day two a response saying the invoice would be credited. But what about confirming nothing would be sent to work again? Nothing. Zero.
I sent another email – saying I was going to take this issue further with the police over potential attempted fraud and data protection. I actually think this is also trading standards too. The point is – you treated me like an idiot – and you still are.
Zero response.
So on Monday I got another letter. From a debt collection agency. Threatening! Are you crazy?
That same day I got a phone call on my mobile from the same agency (congratulations you got that be correct, but they asked for a Mr A Fox) Why hadn’t I paid. I was very polite with them as I know that it’s not them but YOU! Your fault! You stupid procedures! Your stupid greedy company! You treat people like idiots – you threaten – you make up invoices that aren’t correct and you pretend to have customer service team to sort out problems – and you send all of that to wrong address.
Anyway, the good news is that today, at my work Mr A Fox received a Credit Note.
So in summary, I don’t know what shower of sh*t operation you run as Managing Director of Europcar – but if I was you I’d be very embarrassed by your company’s procedures and lack of performance. I do hope the police investigate, and the data protection people pokes their nose into your business – maybe they will inconvenience you as much as your company has unconvinced me? I’ve also contacted my insurance company in the hope they don’t put any more business your way – again I can only hope they follow my advice.
Finally, if you feel it is in your power to consider any form of compensation for my unfortunate dealings with your company then please don’t hesitate. Maybe I should be satisfied that the recount of my dismal tale to you might improve just one of your customer future experiences.
Yours sincerely,
Richard
PS – when I go to Spain for my holidays I normally use a Europcar rental. I know it’s only a few hundred Euro’s but your Group won’t be getting my business in 2010 – or ever again.
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