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Ursula S

1 reviews | Active since Jul 2020

25 Oct 2023, 00:57

Furious we got charged for damages on a hired vehicle we didn't cause.

I just had a terrible experience with bad service and dishonestly from Ark Car rental in Randburg and would never use them again. They were referred to me by my insurance when my car went in for repairs. There were marks on the one rim that both my husband and I requested be added to all the other marks, chips and scratches on the vehicle damage check sheet. They did not give us the sheet to complete but did it themselves walking around the vehicle with us. The rim marks were never added to the list of many other marks on the vehicle and when returning the vehicle we lost our whole deposit as they blamed us for the damage plus charged us all their hidden costs. Interesting they shove an iPad into your hands to sign on the screen and they themselves tick a couple of things on the iPad that no one gets to read as it would take you hours to go through all the terms and conditions that they scroll through so you never actually know what exactly is contained in all their hidden terms and you basically sign on trust and their integrity to be taken for a ride afterwards. I guarantee you they won't even repair the damages on the vehicle and will just pocket the money (otherwise all the scratches and dents we found would have already been fixed by other clients deposits held back). Imagine how much money they have taken off every client, every time they return the vehicle back without repairing it. Hard lesson learnt NEVER to think others have integrity.

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Replies (1)
ARK CAR RENTALS (PTY) LTD
ARK CAR RENTALS (PTY) LTD's reply25 Oct 2023, 13:26
Official
Dear Mrs Spennato.  Thank you for bringing the aforementioned to our attention.  We have had the opportunity to review your query and dissatisfaction pertaining to rental agreement number S****38.  We have noted that comprehensive feedback, together with supporting documentation, has been communicated to you.  In terms of the points raised above, the driver confirmed that you had informed him of missed damages, which he duly noted on the check-sheet, in your presence, at the time of inspection.  The check-sheet was duly signed by you in agreement thereof. No rim damages were noted, as can been seen on the pre-delivery, date stamped photos sent to you.  With reference to “the driver shoving an iPad into your hands to sign on the screen and that the driver themselves tick a couple of things”.  As is normal procedure, the driver ticks the following, Terms & Conditions have been explained to the renter (yes or no) and also if the renter would like to include tyre and windscreen waivers, in this instance NO was selected as per your instruction.  As is the industry norm, it remains incumbent on the renter/driver to fami****ise themselves with the Terms & Conditions of rental before sign-off.  There are, therefore, no hidden costs, as costs are explained in the Terms & Conditions signed by you and a copy of which would have been sent to you at the time of delivery.  At Ark Car Rental, our client safety is paramount, especially when there are damages to tyres, rims, undercarriage, etc. and such damages are always repaired. Regards ARK CAR RENTAL