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lucinda A

1 reviews | Active since Feb 2016

22 Aug 2023, 22:56

Poor after service/ ******/ *****s

Hi, my car went in for a major service at Opel. Opel then booked me a courtesy car from Ark Car rentals. They first gave me a car that couldn't do inclines, I then call Anita administrator and requested a car that can see to my daily needs.They then came and exchanged the car, as we inspect the car I told the driver that there are a lot of scratches and dents to the car and I am a little worried whether or not I should take it. He then assured me that they have made note of the car and he then opened an app and assured me that he is taking photos. Now, I have advised them that I'm not at home and will only be home at 5 the lady then advise that should they collect after 5 they would charge me an additional day. I then told them that they could collect the vehicle at home. A day later I get an email for an insurance claim stating that I must have had hit an curb because I damaged there car. I then advised that under no circumstances did I do any of the things that I was accused off. They then said well you will just have to pay. Then the manager call to say that I have enough funds, they have already booked in the car at the repair center I must just sign and they will take the deposit. He will take the rest of the damages on the company. I have been working in customer for 14years. And if I know that my company is not at fault why would I then make my company suffer a lost.2. He laughed at me while he was making the remarks.

Is this is how you handle a customer?

Cape Town brunch

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Replies (1)
ARK CAR RENTALS (PTY) LTD
ARK CAR RENTALS (PTY) LTD's reply24 Aug 2023, 09:22
Official
 Dear Mrs Pienaar   We thank you for bringing this matter to our attention.  Please accept my sincere apology for the inconveniences and dissatisfaction you have experienced.  We sincerely regret that your rental experience with us did not meet the high standards of service we strive to maintain. Your concerns regarding the damages found on our vehicle has been escalated and is currently being seriously dealt with at management level and necessary steps will be taken to make sure that there will be no reoccurrences of this nature in future.  At Ark our vehicles are subject to a thorough inspection prior to rental, according to a Pre-Post inspection form. This ensures that the mechanical condition, general condition and cleanliness of the vehicles are up to our high standards before it is rented to a customer and failure to do so will definitely have disciplinary implications.  Your experience was clearly very disappointing and we regret that we have let you down. We take this lapse in our service deliverance seriously and we will endeavor to ensure your next Ark Car Rental experience is more efficient and satisfactory. Once again please accept our sincere apologies for the dissatisfaction and frustration you have experienced.  We thank you for your valued and continued business and look forward to a more positive association with you in the future. 

Yours sincerely
ARK CAR RENTALS (PTY) LTD