This is my letter to Europcar...I am extremely unhappy about the circumstances and trea...
GetHuman2949445's Other Complaint issue with Easyjet from May 2019
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The issue in GetHuman2949445's own words
This is my letter to Europcar...I am extremely unhappy about the circumstances and treatment * communication. This was car rental booked along with my easyjet flights earlier this year. Europcar as an Easyjet partner negatively impacting on family holiday and ongoing. Can you help? Thanks***WITHOUT PREJUDICE***Dear Madam * Sir,**Regarding your automatically generated unsigned letter dated **.*.** and your subsequent unsigned German only letter on **.**.** (I do not speak or read German), please see the response below.**The content of your letters addressed to me are inaccurate and I dispute any liability for the damage excess to the vehicle HH-JY****. You do not have my permission to either hold my credit card details or take any payments from said card. I dispute the nature and validity of any claimed existing contract or expired previous contract between myself and Europcar. **The damage to said vehicle HH-JY**** was reported by myself in a proactive manner at point of check in at Munich Airport on return of the vehicle approx **:** **.**.**. This was the first opportunity for me to make Europcar aware of this existing damage. Europcar did not 'detect' any damage as claimed in your letter **.**.**...I detected the damage and proactively informed your agent at check out and made him aware. I also took photographs.**This damage was pre-existing on the vehicle at point of check out and therefore I am not therefore liable for any payment of excess.**Please see the attached copy of the Schadenbericht * Damage Report that was completed *.*.****. "DAMAGE ALREADY PRESENT" means 'existing damage'. This is not an ascertainment that the damage was caused during the rental period but rather beforehand. This is fundamentally different as I cannot be held liable for existing damage.**The check out procedure **.**.** was not accompanied to the vehicle by any representative of Europcar and access was not provided to the vehicle prior to checkout. As such there was no damage assessment at that point by your company or possible by myself. The vehicle was located in a multi storey airport car park parked in a badly lit (lighting broken) area with many other vehicles from numerous rental companies and accessible by the public in Bay No. *****. This was some distance and **-** minute walk from the Europcar service desk. Vehicles were closely parked (within door opening distance) on both sides of the vehicle. Are you able to provide dated and timed photographs of the sides of the vehicle in situ prior to checkout without the existing damage? This damage in question was a very small dent (max *cm diameter) on the onside rear passenger door with no break in paintwork and so only visible in the correct daylight or with the torch that your agent had to use at check in and at a particular angle. The very bad quality dark photograph (no date or time) of only the front of the vehicle parked closely next to another vehicle that you sent me a photocopy of shows no detail of damage (see image europcar*).**I did not sign the 'No Damage' section on the vehicle release document at the service desk prior to release * checkout of the vehicle as it was not possible to check the vehicle beforehand because of your procedures (image 'europcar*'). How can a customer be expected to sign a 'no damage' form before and without being given the opportunity to inspect a vehicle for any damage? How does Europcar imagine this to be a legally binding situation even if it were to occur? (please see attached vehicle release form image 'europcar*' with only your customer service representatives signature)**In the event that I had signed this form then it would still not make me contactually liable for existing damage to the vehicle. **Furthermore, on enquiry with Europcar employees at Munich Europcar Airport Desk on *.*.**, I was informed that Europcar Munich Airport uses a third party valeting company who return vehicles direct to the aforementioned public access carpark without Europcar making any subsequent vehicle damage checks. This means that Europcar does not know if any vehicles are at all damaged in the valeting * return * parking * parked up process and therefore do not know the actual status of damage to such vehicles at point of vehicle check out. This I would suggest, means that Europcar check out procedure is fundamentally unsound and makes your contract regarding existing damage invalid. Europcar service representatives at Munich Airport also offered the information that there has been unrecorded valeting damage experienced previously under such circumstances. Are you able to let me know how many times this has occurred previously and why your employees would provide this information if it were not accurate?**I have been a loyal customer of Europcar and Easyjet for many years, both business and personal and would have recommended your company to many associates, family and friends. I have always returned vehicles in a good condition, fully refuelled and on time. It would be a great shame and damaging to brand reputation and trust in Wales and the UK if this unfortunate situation cannot be quickly resolved in private. I would like you to please refrain from chasing me for payments for which I am not liable with inaccurate computer generated correspondence or correspondence in a language that I do not speak*read... this has caused my family and I great stress and upset already. I would also suggest that your vehicle checkout procedures are reviewed and include any valeting arrangements with third party companies, so that no other families have the stress and upset on their precious holidays or important business trips of unrecorded damage to a vehicle that should have all damage pre-recorded and communicated effectively prior to checkout.**Yours Sincerely,****Ben Hellfeld
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