Appalled

Two weeks ago I sent this mail to ********** "Good day,

I trust that you had a lovely weekend

Let me start by saying that I have happily made use of your point-to-point service. I have always had excellent service, so I know that this is an exception. Having said this, I am so appalled that I cannot ignore my last experience. If I had someone working for me who was so poorly representing my company, I would want to know about it.

On the 28th September, I had arranged for a pick up from my house in Faerie Glen to be taken to OR Thambo. My reference number is ********** .

Usually, I receive an SMS telling me who the driver is and what time I can expect them. On that day I didn’t receive any notification until your office phoned to let me know the driver was at my gate. I then walked outside to introduce myself, and extended my hand to shake his, “Hi I am Brett.” Instead of returning my greeting (thus why I don’t know his name) he demanded a glass of water. To quote: “Give me a glass of water!” No “please may I have” or “I would appreciate a glass of water.” Just an outright demand. Let me categorically say that I would gladly give anyone a glass of water or any other beverage. That is not the issue. I would even have given him something to eat. But don’t come to my house a demand it, especially when you are there to provide a service.

I then asked my daughter, who was in the foyer, to please get him a glass. Then your driver pushed passed me and walks right into my house. That really made me feel uncomfortable. Sadly to say, in South Africa, I don’t want any stranger just walking into my house without permission. I am going to be away for ten days, and he so easily could be spying out the place.

So while my daughter goes to get him a glass of water, I take the bags and put them into the car boot. My daughter told me afterwards that when he was done he said, to quote again, “get me another!” no please or thank-you.

Now, we are packed and ready to go, and he kindly asks me if the temperature is comfortable. Finally, he speaks and offers some service. It is not too long after that I have to ask him if he wouldn’t mind turning the radio off as I really don’t like his type of music and don’t want to be subjected to it for the whole journey.

During the entire trip, he keeps coughing, which is concerning. I am assuming this is why he needed some water. His speed kept fluctuating making me very nervous. I ask him if he is alright and he outright ignored me. I have gone from being appalled at his demeanour to horrified that he might be impaired or unfit to drive. He could be putting me and my daughter’s lives at risk. If we weren’t pushed for time, I would have insisted him drop us off at the nearest station, and I would have organised another lift.

Fortunately, we arrive safely at the airport. He then takes the log book and throws it on the seat next to me and gets out. I assumed he wanted me to sign it, so I do. Once completed, I climbed out and grabbed the last bag in the boot and moved it to the walkway. I then fetched a nearby trolley and watched how your driver, without greeting, he climbed back in the car and drove off.

In my 47 years, I have experienced bad service and numerous occasions, but hands down this was my worst experience ever. I am shocked, disappointed and aggrieved. He is a disgrace to your brand. My biggest worry is he potentially placed us in harm's way, and for that, I will never forgive him.

Just a side note, the biggest rule of the road is drive left pass right. The car we were picked up in doesn’t have much horsepower. Just passed Garsfontein Road there is a serious incline, and instead of moving to the left lane like a thoughtful driver, he dawdled up causing a queue of cars. Even though the guy behind us flashed him several times, he stayed in the right lane, forcing the other cars to pass him on the left. On two other occasions on the freeway, he was travelling between 80-100 km/h in the fast lane also forcing people to go around him.

To be honest, I am so taken back I don’t even know how to end this email off

Best regards

Brett

If I received a mail like this I would be all over it. I did receive a call the following day but the line was so bad that Mary (not 100% sure because of the static) said she would phone back. I took the initiative to call back but couldn't get hold of her. The next day she called again and I couldn't take the call as I was in a meeting. I phoned back later that day but she was on another call so I left a message.

When I didn't hear from her, I followed up again (still don't know why I put in more effort than Avis) and was put through to a gentleman who promised to get behind the story and then come back to me. That was over a week ago. I was appalled at the driver's bad service and even more appalled that you haven't taken my complaint seriously. Shame on you.