Avis Durban Branch Terrible service

Reservation *** Last week I requested old mutual to rent me a car from avis, upgrade group B to group P as i always and used to the polo tsi. The car was booked last week Tuesday 8th of August 2023 then rescheduled for Monday 14th Aug 2023 Pick up 8 to 10am. Complaint 1. On arrival at 10:30 the vehicle was not ready for collection. I was told it has collected dust from 8am and it requires to be washed. I had to wait for the vehicle to be washed as if i am a walk in. 2. Today 15th August 2023 @09:30, I called in for a swop as the vehicle braking system does not feel right, even one of the passengers felt something funny with the brakes and agreed the vehicle needs to be return before it causes an accident. A lady from Durban Branch called me back @ 12:30 and said group P vehicle, a Polo Tsi, White with GP registration would be ready for a swop from 13:00. I arrived @15:00 to collect the swop vehicle. On arrival, a gentleman did not greet me, he asked me for vehicle keys and after approximately 5mins, he said he does not have a vehicle. I told him that actually i'm here for a swop i was told the vehilce would be ready from 1pm. I told him the vehicle is a white Polo Tsi then the other avis staff told the Gentleman, I was called to pick up the vehicle and it's outside. He went outside to look and came back sayin there is no white Polo Tsi for me. A few minutes later while everyone was still shocked, another Avis staff member walked in. The staff members who were still puzzled then asked him whether he has seen the white polo tsi outside, he said the the Gentleman that was denying knowing anything about the white tsi has just rented it out ot another client. We were all shocked why was he lying and denying anything about the white polo i was there to pick up. The gentleman then went to see the manager and the manager said she apologise but i can have another group p a toyota corsa. Whe i asked the manager I don't understand because i was called and the white polo vehicle was reserved for me. She then said unfortunately i was suppose to be here at 1pm and since it's 3pm, Avis business is a first come first serve they are allowed to rent out a reserved vehicle to another client if that client wants it. She then said the best for me would be on Tuesday to give me the polo tsi, in the meant time I must take a corsa. I've been hiring vehicles from Avis for the last 30years, but I'm still shocked about the service and treatment from this branch. This is a month rental, please arrange a Polo Tst preferable white and ND registration not a GP. Regards, Sanele