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Harold R

1 reviews | Active since Dec 2015

17 Dec 2025, 23:48

“Unexpected Charges Despite Professional Service”

Good day Ark Car Rental, Cape Town, I wish to formally record my disappointment with the service I received. I hired your vehicle through my insurance company, which required a R2000 deposit. The delivery process was handled professionally, and I would like to commend the staff member who assisted me for being punctual and thorough in explaining the vehicle. Unfortunately, the following issues arose during the rental: 1. Upon receiving the car, I was informed that cover for rims, windows, and dents would cost R105 per day. However, this was calculated on a monthly basis rather than daily, resulting in a charge of R3 150. This was only communicated at the time of collection, leaving me with no alternative. 2. I was advised by the panel beating company that my own vehicle would be repaired within five days. The rental agreement reflected 12 days, yet I was ultimately charged for a full month. These discrepancies are unclear and concerning. I trust this feedback will be taken seriously, as the lack of transparency and unexpected charges have caused significant dissatisfaction

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Replies (1)
ARK CAR RENTALS (PTY) LTD
ARK CAR RENTALS (PTY) LTD's reply18 Dec 2025, 08:37
Official
 WITHOUT PREJUDICE 
 
Good day Mr Roberts, 
 
We sincerely thank you for your compliment and appreciate you taking the time to acknowledge our staff, professionalism, punctuality, and thoroughness. 
 
We would also like to take this opportunity to clarify the waiver option. Please note that this waiver is entirely optional and is offered to reduce your liability, as all damages on rental vehicles are charged to the renter’s account. Unlike personal vehicles, rental vehicles are not insured under short‑term insurance policies. Car rental is a value‑added product on the insurance policy that, typically covers the insured for a maximum of 30 days, or until the insured vehicle has been repaired — whichever occurs first. 
 
The insurer reserves a rental vehicle based on the estimated timeframe provided by the panelbeater. This timeframe may change during the repair process, as delays can occur due to complications or waiting for parts. As advised, the standard cover period is 30 days. Given the uncer*****y of repair timelines, a waiver is offered to cover the full 30‑day maximum period, allowing for extensions if needed. 
 
This waiver is charged on a daily basis. Importantly, any unused days will be refunded to the renter within 7–10 working days from the date of termination, provided that no incident is recorded during the rental period.