Taking Away Customer Choice and Rights

Through another problem with an Audi dealership, Audi South Africa offered to assist by saying they would cover the cost of a rental car, I would need to go take it out and they would reimburse me the amount. So on 17 November I went to Europcar and I decided to get a group B car as it’s fuel economy. I didn’t pick a fancy car as I decided to go with a practical option and not waste someone else’s money. Then on 21 November, Audi South Africa called me to say they want me to drive an Audi as I’m an Audi driver and will still cover the cost. So I returned the car I choose to drive and picked up the fancy Audi. Audi South Africa paid the full invoice for the first rental from Europcar, like said they would.

Then it was time to return the fancy Audi, a car I did not choose as Audi South Africa choose this car for me. I received a call from Audi South Africa on 13 December saying I would need to return the car as my car to Europcar as my car was ready, refuel and still go pick up my car. I couldn’t understand why I now had to refuel the car, why all of a sudden I had to pay for the fuel. Why did Audi South Africa not mention this when I first took out the car rental, or when I was forced to change cars. After looking at their terms and conditions I signed, there is only one cause that mentions fueling, quote: clause 1.2 “ Paying a fuel deposit as determined by the Rental Company, based on the current fuel price and the vehicle loaned. This will be refunded to the LESSEE by the Rental Company within 1 (one) month after the VEHICLE has been returned with a full tank of fuel.” I did not pay a fuel deposit so this point is not applicable to me. I was told Audi South Africa would pay for the cost, so that includes the fuel. They paid for the fuel in the first invoice so why are they changing their minds? I mentioned this on Facebook, left messages for Karen Beaton as I was dealing with her, as she was assigned to help and provide feedback. The rental car was dropped off at the dealer on 14 December for cole toon by Europcar but no mention of anything to do about the refueling.

On 20 December, I received an invoice from Europcar. I called Audi South Africa and left a message for Karen to find out why I got this invoice as well as on a Facebook. As on numerous occasions Karen didn’t return my calls, so after calling for the third time, leaving messages on a Facebook, I finally got hold of her at 16:38 (Clearly I can see Karen really doesn’t value me as a customer, if she did she would called me right or explained this to me right in the beginning or told me I would be getting an invoice or am I expecting too much out of her since she works in the Office of the Managing Director?, she put me on hold to find out what the problem was. Karen, told me the invoice sent to me was for the refueling.

Really, Audi South Africa, you want me to pay for the fueling? I was not expecting this cost as I queried this before, left a message on Facebook and as per the norm with Karen did not get a reply. So after asking why do I have to pay for the fuel based on the following: 1. the car is heavy on petrol, 2. I did not choose this car, 3. it does not say in the Audi South African terms and conditions I will be liable for the cost of the fuel I used, 4. Audi South Africa would pay for the cost of the car, no one mentioned I had to pay for the fuel. 5. Audi South Africa paid the full invoice of the first car including the petrol. So here Audi South Africa set the standard. That is how I understood it. Audi South Africa wanted the contract under their name to pay for the rented car but now all of a sudden, I must pay for the fuel because I have too.

It’s the rental invoice too high, did senior management get upset that the fancy Audi rental cost was too high that all of a sudden I must just pay, just follow instructions without given the opportunity to decide or confirm or at least have a choose in this matter? It’s not my fault I had the car for 24 days and no one in Audi bothered to come up with a cost saving resolution like get a curtesy car as soon as one became available and send the rental back, as this would have saved Audi South Africa money. Nope not my job to come up with better solutions, is it Audi South Africa? And where are my customer rights Audi South Africa, why did you pay for the full invoice of the first rental and now all of sudden decide I must pay for certain cost? Are going to change your minds again tomorrow and send me another invoice? Audi South Africa - I also need to plan my finances for the month, so decide and stick to your decision. Stop changing your minds and making my life difficult! You said you would help but all you have done is make me frustrated and hate the Audi brand more.

Also a side note: you need to teach Karen Beaton, how to give feedback to clients, and if you are going to do something, go do it and give feedback, don’t make promises you cannot keep and keep customers waiting. Also don’t tell me what I have to do, remember there is a big difference with how you speak with customers. This is not customer service!