Parthetic service

I went to Avis Sandton to collect a car just before 19:00pm as the car was to be collected at 19:00pm as per the appointment. I was with 2 young kids , to my surprise the car was not available for collection even though I received a call from Avis confirming collection time. One of your employees Kefiloe Segodi tried to contact different drivers to deliver the type D vehicle but without any luck. After 40 min of waiting they decided to allocate a different vehicle, which made sense as the collection time had long passed. As I were about to drive off, Tiisetso Mashala instructed us to switch off the car saying the car we were initially waiting for had arrived( is that the kind of service you give to customers). I find this very disrespectful and offensive to say the least. At this stage we had to go back to the office to complete more paper work for the vehicle we were initially collecting which was also a different vehicle from what was discussed telephonically. Regardless of how many times I explained that we were driving with kids, this made no difference. I am extremely disappointed with the standard of service we received from Avis. I can't help but submit this complaint hoping for a fast and adequate resolution. We left Avis at 19:46 pm, this is not acceptable under any circumstances and I trust that you will deal with this issue in a top urgent fashion.

Furious:( Asanda