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I
hired about four times from EasyCar with no problems. But the last time
(since the new staffing levels + opening hours were introduced)
was a nightmare. There was a 2hour queue to pick up the car and then the
office was shut when I returned it. I left the car and since then they
have managed to charge extra money to my account for excess milage but
have not returned my deposit.
The most infuriating thing is that there doesn't seem to be anyone living
at EasyCar to speak to you or reply personally to emails. And I refuse
to spend 60p a minute to try and talk to someone about a COMPLAINT! Is
the only contact number being a premium rate number legal?!
Thomas Sharpe ... 8 August 2003
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On the 23rd of August 2003 I went
to pick up my car from EasyCar's carClub and when I arrived,
exactly on time and called the priority number I was told, after waiting
5 minutes in the telephone queue, that there where no cars available.
When I asked what was I supposed to do they said well its a bank holiday
weekend and we can't help you. We will process a refund or else you can
come back tomorrow if you like.
At no stage was an appology offer and the staff seemed quite uninterested
to my plight.None of these options helped as essentially my weekend escape
from London was ruined. The gentleman on the phone stated he could see
if any cars where available elsewhere and he would call me back. After
waiting 20 minutes in a car park in Edgware road, that wasn't exactly
a nice place to be, I called back (another five minutes on hold on the
supposedly priority line) and was told no we can't find one so you are
out of luck, sorry. We did try to call you back but the phone was busy.
This last statement was a lie because I have call waiting on my phone
and I did not receive a call even when I was on hold.
It is amazing to me that I was not contacted before I arrived to pick
up my car as it must have been clear to them that they would be unable
to fulfill my booking at least several hours in advance and they could
have emailed me quite easily. That no attempt was made to help me out
in any real fashion was really disapointing.
I cannot find any way to contact easyCar other than the 60p/minute help
line to complain so I am using this service. I have been a long customer
of easyCar and although this is the first problem I have had I think this
is an extremely shabby way to do business.
I would have hoped that easyCar would have tried to make some effort on
my because or perhaps offered some compensation as a good will gesture
but sadly I doubt any such treatment will be forth coming even for such
as frequent customer as myself. John Sawyer.....26 August 2003
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I live in the US and booked an EasyCar rental for
two weeks starting in November. When I moved recently,
I went online to EasyCar and updated my address - a service they say is
free. Can you image how outraged I was when they took another $60.00 out
of my bank. Also, there system dropped my wife off of the agreement and
now they want to charge me $30.00 to put her back on.
On top of that, when I changed my address again (their
system kept listing my address as being in the UK), it changed by drivers
license number to something completey out there, and It will not let me
change it back.
I have sent them multiple e-mails over the weeks, and nobody will repsond.
Their so called Standard International Rate number charges 15 times what
I pay for a normal UK number too! Matthew West ... 5 september
2003
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Having just been through a similar experience
(EasyCar office not open for pickup, long and painful resolution) they
are permanently off my preferred supplier list. However, a word of advice
for anyone finding themselves in a similar position: go immediately to
an alternative supplier. The Sale of Goods act allows for this, and EasyCar
will be liable for the difference between what you paid them and what
the alternative supplier charges you for a similar vehicle. You'll have
to wear the cost in the meantime, of course, but in my case they paid
up.
The law is very clear - if they are in breach of contract by not delivering,
they are liable for damages (direct costs arising from the delivery failure,
including replacement "goods"). If you can afford to carry the
cost of an alternative vehicle for just a few weeks, don't let their poor
service spoil your plans.
Oh, and by the way - I recommend Europcar!
Nigel Grounds ... 24 September 2003
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I have used Easycar several times in the
past without problems, and wouldn't have hesitated to recommend the service
to friends. UNTIL RECENTLY when through no fault of my
own the booking went horribly wrong.
It was the last bank holiday of the year and my partner and I had been
planning for some months to go away.
My partner turned up at the allotted time on the Saturday to pick up the
car to find that all the staff had gone home 2 hours early! Thinking that
one of the other sites may have been able to help he walked a mile or
so to the nearest other location, same scenario there! With a crowd of
people milling around in shock trying to pick up and drop off cars.
In the mean time I was frantically trying to contact anyone at Easycar
via the only number available (a PREMIUM RATE booking number on their
website) at 60p a minute this number is so expensive my mobile refuses
to dial it! Very handy if stuck on motorway I'm sure! I spent 40 minutes
on hold to no avail.
We eventually came to the sad conclusion that our weekend away was ruined.
Some time around 4 hours later I finally got through to a customer services
rep, who refunded my booking fee. When I asked him about compensation
for the cost of 4o minutes trying to seek help on the ridiculous premium
rate number; I was told to submit a complaint via the Easycar website.
Having done this all I have received over the past 2 weeks is automated
replies. I don't hold out much hope of ever getting an explanation as
to why they failed to deliver so badly.... I won't be using Easycar again
until they set up a decent customer service number at local rate.
J. Newlove ... 25 September 2003
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easycar is a joke. i hired a car
online, went to pick it up to be tole that there are no cars available.
however the manager did not volunteer this information and if i hadn't
have asked what the hell was going on i'm sure i would have been waiting
there for another hour. in the end i went to national and hired a better
car for longer with a full tank of petrol and it was CHEAPER. i will never
use easyANYTHING again. David Hughes .. 26 September 2003
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Im fed up with EASYCAR - all i have had is problems
- dont get me wrong the car was nice.But since returning the
car my account has been debitied 3 times with out my concent..And there
is no way to contact anybody becasue the lines are priemiun rate...when
will someone do something about this....
Ryan ... 27 September 2003
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Don't do it!!! For the first time I booked a car
with easycar via the internet because I thought it would
be cheaper. Big mistake!!! First of all, we took advantage of the good
weather and drove to the seaside. The result: £10 for excess mileage.
After the rental I was wondering why easycar wouldn't pay me back my deposit
(£50). I tried to find a phone number on their website but there
isn't one (apart of the 60p/min 0970number). I checked again at the website
and learned that I have to claim my money back! What kind of company is
that? Even the mafia is more customer friendly, no?! Upset as I was I
filled out the online form and instead of being paid my deposit they additionally
charged me £130 Congestion Charge although I haven't driven into
the city on Friday and Monday! So, instead of the agreed £40.57
for the weekend rental I ended up paying £203.27!!! Imagine what
kind of car I could have got from Avis, Hertz or Sixt for this amount.
Georg Stahl .. 3 October 2003
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We hired a car. The next night my son caught someone
in the boot of the car.They had taken 2 cases of larger
out and put it on the floor and stole the spare wheel.This person had
the key for the car and alarm if this is not dodge i dont know what is.I
will now lose my deposit.I dont know what sort of setup this company is
running but this is very strange has this ever happend to anyone else?
Collette Kitching...4 Novmber 2003
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I only hear of very bad and negative experiences
with EasyCar. I
rent cars on a regular basis. Never had bad experiences in over a decade
and hundreds of cars and over a dozen rentals comapnies. Tried them twice,
bad experiences in both cases. No customer service. Cut and paste responses
you get are useless. Patrick... 18 November 2002
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