Dear,
On Sat 22 Mar, 20:47 2025, I've made a reservation of a 9 person car with reference: Ford Tourneo Custom 9 Zitter A/C.
The car was reserved from 7th of April until 17th of April.
On arrival on the agreed timeslot: 7th of April 22:30 on the desk of Europcar, there was an issue with the stock: no cars of the reserved reference were available.
We paid the full amount: 984.83 € + an additional insurance of 72.27 €.
Europcar proposed a solution for a temporary car of 6 persons and an additional taxi with the guarantee to picked the 9 person car the next day.
Given the late time and the limited possibilities, we didn't see any alternative so we continued the checked. During the first attempt with my first VISA, we faced a temporary issue with the card.
Europcar proposed to continue with my debit card and informed me that this option was possible but a higher intrest rate.
During this process, the employee (Mannela) detected that there was another issue with the cars in stock.
The initial proposal to pickup my reservered car the next day was not guaranteed:
There was an issue with leaking oil and only if that was fixed, I could have a solution.
Additionally, they admitted they had a global stock issue (cars from Madrid that were not delivered in time).
This was not clear with my intial agreement and made me refuse the alternative solution.
Europcar agreed with my concern and even wrote me a manual statement to indicate there was a stock issue and agreed to have a refund (see attachment)
According to them, I needed to contact my broker: DoYouSpain to get the refund.
The day after, I contacted DoYouSpain and they refuse to start the refund due to the temporary issue with my VISA.
To unblock this, I needed to provide my VISA details which I did (of my 2 cards).
This action has been completed on 8th of April.
All of this has leaded to a lot of stress and many additional costs to find an alternative.
During the last 10 days, I contacted DoYouSpain several times by mail and phone without any progress or positive response.
The minimum I would expect is a full refund and a compensation.
In attach:
- Copy of my voucher
- The VISA details
- The emails exchanged
- The hand written statement of Europcar
