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    • wallpaperman
    • By wallpaperman 25th Oct 17, 1:21 PM
    • 75Posts
    • 79Thanks
    wallpaperman
    0 WOW
    Europcar Car Hire scratch - how long is reasonable for them to let me know cost?
    • #1
    • 25th Oct 17, 1:21 PM
    0 WOW
    Europcar Car Hire scratch - how long is reasonable for them to let me know cost? 25th Oct 17 at 1:21 PM
    I recently rented a car through Europcar at a UK airport.


    Have used them many times and as usual declined the excessively expensive insurance as I have my own 3rd party policy.


    The car received a small scratch during our hire, so absolutely no arguments that we should be liable, though Europcar marked this as a small scratch when returning, I would have thought the cost was negligible.


    We heard nothing for a couple of weeks so though they were perhaps not pursuing it, however, then received an email that they were still investigating.


    After a couple of emails back and forward, they are now telling me that they cannot establish the cost of the repair until they return this to the fleet provider at the end of the contract?


    I have asked if they can tell me if it will be weeks/months/a year but have yet to receive a response.


    Surely they cannot leave me hanging on indefinitely for something that would take a garage or scratch specialist about 2 minutes to estimate a cost?


    I am concerned that there will be a time limit for me to claim on my 3rd party insurance.


    Has anyone had any similar experience to this?
Page 1
    • EveryWhere
    • By EveryWhere 25th Oct 17, 1:34 PM
    • 132 Posts
    • 49 Thanks
    EveryWhere
    • #2
    • 25th Oct 17, 1:34 PM
    • #2
    • 25th Oct 17, 1:34 PM
    Contact your insurer and ask them for advice.
    • maro11
    • By maro11 27th Oct 17, 11:57 AM
    • 308 Posts
    • 206 Thanks
    maro11
    • #3
    • 27th Oct 17, 11:57 AM
    • #3
    • 27th Oct 17, 11:57 AM
    I have had similar with a rental car this summer in Italy.
    The Europcar staff member went to the front of the car and pointed to a scratch, we disputed it was us but had to catch our flight.
    Anyway three weeks later received a bill for 330 euro which they had taken from our CC.
    I have been in contact with them and disputed the amount.
    Received this response recently.


    !
    Thank you for your further correspondence to Europcar customer services.
    !
    I am sorry to learn you are unhappy with the outcome of our investigation however, the damage has been upheld by Europcar Italy as per the documentation attached.
    !
    With regards to the repair of any damage; cosmetic damage is not repaired during the vehicles rental life unless it affects the safety or use of the vehicle. Upon return to the Manufacturer, any damage would then depreciate the value of the vehicle. To cover this cost, the charges are implemented at the end of the hire as per our damage price guide and damage estimate and therefore, any previous damage has been billed as appropriate.


    !
    As per my colleague’s previous response, if you wish to further dispute this matter, I must kindly request you raise this directly with ECRCS. Please refer to www.ecrcs.eu for further details.


    So they cannot tell you the cost of the repair until the car has been returned but they were able to bill me a figure of 330 euro??
    Something is wrong here
    • wallpaperman
    • By wallpaperman 27th Oct 17, 12:33 PM
    • 75 Posts
    • 79 Thanks
    wallpaperman
    • #4
    • 27th Oct 17, 12:33 PM
    • #4
    • 27th Oct 17, 12:33 PM
    Hi Maro11, thanks for replying.

    Seems you are in a similar boat to me, although I have not been billed for anything yet (in fact I got an invoice emailed two days after the rental ended with no charges as the rental was prepaid, so thought they were letting it go with no charge).

    I last emailed the girl I was dealing with 4 days ago and asked for a resolution within 14 days or to give me the UK chief executive's email address so I could ask them if they thought it was acceptable that they can indefinitely avoid telling me how much they want.

    Not heard anything back yet.

    I have no doubt they are allowed to do this, probably buried deep in the terms and conditions somewhere, but morally it's ridiculous.
    • EveryWhere
    • By EveryWhere 27th Oct 17, 11:58 PM
    • 132 Posts
    • 49 Thanks
    EveryWhere
    • #5
    • 27th Oct 17, 11:58 PM
    • #5
    • 27th Oct 17, 11:58 PM
    Hi Maro11, thanks for replying.

    Seems you are in a similar boat to me, although I have not been billed for anything yet (in fact I got an invoice emailed two days after the rental ended with no charges as the rental was prepaid, so thought they were letting it go with no charge).

    I last emailed the girl I was dealing with 4 days ago and asked for a resolution within 14 days or to give me the UK chief executive's email address so I could ask them if they thought it was acceptable that they can indefinitely avoid telling me how much they want.

    Not heard anything back yet.

    I have no doubt they are allowed to do this, probably buried deep in the terms and conditions somewhere, but morally it's ridiculous.
    Originally posted by wallpaperman
    What did your insurer say about the time limit within when you can make a claim?

    Email addresses in your Inbox. Do it now.
    • wallpaperman
    • By wallpaperman 30th Oct 17, 12:16 PM
    • 75 Posts
    • 79 Thanks
    wallpaperman
    • #6
    • 30th Oct 17, 12:16 PM
    • #6
    • 30th Oct 17, 12:16 PM
    Thank you Everywhere, just picked up the email addresses you PM'd me.

    It's a little unclear regarding a time limit for the 3rd party insurance. , I thought there was a 60 day limit from the end of the rental period to make a claim, but it could be that I have 60 days from when I get the final bill from Europcar (which could be god knows when), I will need to clarify that.

    Either way, to me it's crazy that a company can string you along for potentially months before letting you know what they want from you.
    • maro11
    • By maro11 5th Nov 17, 11:29 AM
    • 308 Posts
    • 206 Thanks
    maro11
    • #7
    • 5th Nov 17, 11:29 AM
    • #7
    • 5th Nov 17, 11:29 AM
    I have escalated my case to the chief executive as they have stopped answering my questions, lets see if I even get a response
    • Lindseyj82
    • By Lindseyj82 8th Nov 17, 8:44 PM
    • 2 Posts
    • 0 Thanks
    Lindseyj82
    • #8
    • 8th Nov 17, 8:44 PM
    • #8
    • 8th Nov 17, 8:44 PM
    I am also currently having this problem. I hired a car in May. On my way back to returning it to the depot, a motorbike clipped the wing mirror and left a small chip in it. Unfortunately he didn't stop. I fully accept the damage for the car, informed Europcar and subsequently received a bill from Europcar for £280. They said they would take them money within 14 days of the letter from my credit card. I heard no more from them
    and assumed they had decided to drop it especially as my mechanic brother had said their bill was massively overcharged.

    Nearly 6 months later, I received a bill from them this afternoon for £420. I haven't been able to go on a computer yet to scrutinise both invoices but surely they can't do this nearly 6 months later!
    • Lindseyj82
    • By Lindseyj82 8th Nov 17, 8:44 PM
    • 2 Posts
    • 0 Thanks
    Lindseyj82
    • #9
    • 8th Nov 17, 8:44 PM
    • #9
    • 8th Nov 17, 8:44 PM
    What can I do? Please help!
    • PeacefulWaters
    • By PeacefulWaters 8th Nov 17, 9:29 PM
    • 7,556 Posts
    • 9,475 Thanks
    PeacefulWaters
    What can I do? Please help!
    Originally posted by Lindseyj82
    Contact them and tell them about the earlier bill.
    • wallpaperman
    • By wallpaperman 9th Jan 18, 12:32 PM
    • 75 Posts
    • 79 Thanks
    wallpaperman
    Just a quick update on this.

    Eventually got the bill mid-December from Europcar for the scratch, approx. £330.00. Overblown gouging as far I am concerned, but I was expecting it be somewhere around this amount and nothing I can do about it.

    I submitted the claim via my 3rd party insurance company online over the Christmas break, the process was very straight-forward and they replied the other day to say the amount would be in my account within 5-10 working days, which is excellent service.

    I have taken out these 3rd party policies a number of times, but never had to claim until now, so you are never sure how good a company is until you go through the claims process, but so far I have been impressed with them, and if the money goes in shortly, I will be very happy with them.
    • RADDERS
    • By RADDERS 9th Jan 18, 3:02 PM
    • 172 Posts
    • 167 Thanks
    RADDERS
    I have taken out these 3rd party policies a number of times, but never had to claim until now, so you are never sure how good a company is until you go through the claims process, but so far I have been impressed with them, and if the money goes in shortly, I will be very happy with them.[/QUOTE]

    Hi wallpaperman, please could you let me know the name of the third party insurance that you used. We are thinking of doing it this year so a positive recommendation is good.
    Thanks Radders
    • wallpaperman
    • By wallpaperman 17th Jan 18, 12:24 PM
    • 75 Posts
    • 79 Thanks
    wallpaperman
    Hi Radders, sorry for the delay in replying, was just waiting for the money to go into my account, and it has, as promised. Right in the middle of the 5-10 working days they quoted.


    The company that I bought the policy through was icarhireinsurance.com which I'm sure many people on here have used.


    The claim side of things was started through Icarhire's website, but a company called Allianz Global deal with the claim part of it. It was a really smooth process and as I said previously, was impressed with both parties involved.


    Will definitely use them in the future, as I have a number of times in the past, hopefully never have to make a claim again and they can make some money from me. -
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