Poor complaint handling despite valid issues

Poor complaint handling despite valid issues. We rented a fully equipped 4x4 camper from Avis Safari Rental Johannesburg (Dec 2025 – Jan 2026). Unfortunately, the camper leaked during the rainy season. The rooftop tent and mattress became wet after every rainfall, making the vehicle unusable for about 5–6 consecutive days. We repeatedly had to dry the mattress and air out the vehicle, but the issue returned each time it rained. Visible cracks suggested this was not an isolated defect. A replacement vehicle was arranged, but the agreed swap location (Aberfoyle) was not honoured. Communication was limited and the replacement driver was still over 1,100 km away at the scheduled time, disrupting our trip. Cross-border documentation was also missing at departure and only provided after repeated follow-up. Most disappointing has been the lack of any substantive response regarding compensation despite multiple emails, calls and a formal complaint.