Dear Roberta, RE: CASE 27527884 As requested, please find attached copies of my receipts as follows; 1. Receipt for €250 taxi ride from Campiglia d'Orcia to Perugia Europcar to collect replacement car 2. Receipt for €270 cancelled accommodation cost at Ca'Del Console Venice when my car broke down. 3. In addition, I am also entitled to a refund on one day when I did not have a car and the downgrade from a to a Volkswagen T Cross. The first car was MERCEDES HD526VS and the second car was VOLKSWAGON HD929BH TOTAL CLAIM: € 520.00 + one day rental refund on Mercedes + 3 day downgrade refund (price difference between Mercedes to Volkswagen). I would also like to understand why I was charged €34.58 for 'fuel charge' on my tax Invoice #100919573839 when I left the car with a full tank of fuel at Pisa airport please ? This invoice also does not reflect that I was changed from a Mercedes to a Volkswagen. I was charged. Hours for a Mercedes than a Volkswagen. As per my detailed email to Europcar on the 18th September 2026, the Mercedes got a flat tire without any reason. There was no accident or obvious damage to the tire but it started becoming flat. Upon the roadside assistance arriving, it was discovered that the spare inflatable tire provided in the car was ALSO flat and in bad repair. This meant I was left in a remote part of Tuscany without a car. Siena Europcar didn't have any cars, and it meant I had to go to Perugia the next day - an hour drive away by taxi. Europcar customer service promised me I would be fully covered for the cost of the taxi, and all other expenses incurred. Because I had to go to Perugia instead of driving up to Venice the next day I also lost the cost of accommodation in Venice. This has been extremely stressful and expensive and I am very upset that I have had to chase and chase Europcar for my refund on this situation caused by their car in Rome. Please review this situation and escalate as required for my compensation. Sincerely,
Response from 'Gianmarco' without explanation: "Dear Catherine, Thank you for contacting Europcar Customer Service. We would like to inform you that, following the necessary checks and after contacting our relevant department, it has been determined that the immobilization of the vehicle and the damage to the wheel were due to your negligence. Therefore, no refund or compensation has been approved. We remain at your disposal for any further information. Best regards, Gianmarco
EUROPCAR CUSTOMER SERVICE
Dear Gianmarco, This is an outrageous response from a large company like Europcar. I would expect this only from a small, dishonest provider. As an international Europcar client I am appalled at the experience I had with this unsatisfactory vehicle and response. 1. I refute your claim that I was somehow to blame for a flat tire. No damage was caused to the car or the tire. 2. You have not addressed the issue of why Europcar Rome airport provided Mercedes with a faulty spare tire. If a spare tire had been provided the problem would have been solved immediately. Instead - the roadside assist serviceman advised Europcar had provided a punctured spare tire that would not inflate 3. You have not acknowledged that I had comprehensive insurance cover for roadside assist and flat tire service. 4. You are disregarding all of the involvement of your roadside personnel who instructed us specifically on what to do. SHE SPECIFICALLY ADVISED ME TO TRAVEL BY TAXI FROM CAMPIGLIA D'ORCIA TO PERUGIA AS THAT WAS THE ONLY LOCATION EUROPECAR COULD SUPPLY A CAR. SHE SPECIFICALLY ASKED THAT I PAY FOR THE TAXI THEN SUBMIT THE RECEIPT TO EUROPCAR FOR A FULL REFUND. I HAD TO CATCH A TAXI FOR 90 MINUTES BECAUSE YOU DIDN'T HAVE CARS IN SIENA. You have a legal obligation to provide evidence of how you believe I caused a flat tire and why Europcar did not provide a usable spare tire in the car. You give me no choice but to escalate my claim above your position and to lodge an official complaint and investigation with ECRCS and my legal representative here in Italy. You are in breach of our contract and this can be interpreted as deliberate filibustering to avoid your responsibility. I will not be dropping my claim or accepting your denial of responsibility as I did nothing wrong and it is Europcar who have not fulfilled their duty of care or contractual obligations. Please escalate my case to the manager above you and advise to whom I should direct my legal correspondence to (eg; name/department).
Sincerely,
