1 reviews | Active since Mar 2017
Bidvest Car Rentals Charge to "fill" a full tank
<p>I had cause to use a rental car from PE to Johannesburg due to an accident I was involved in with a Guiney fowl in the Karoo. I collected the car in PE from Bidvest Car Rentals and drove up to Johannesburg.</p> <p>I filled the car in Cradock, Bloemfontein and the finally in Johannesburg, and then returned the car to Bidvest at OR Tambo.</p> <p>My last fill was 40 minutes and 20 km away from OR Tambo, and the car was full. When I dropped the car off, I insisted that the Bidvest personnel visually check that the fuel gauge indicated that the tank was full, which it was. The Bidvest representative turned on the ignition and the gauge went all the way to full, and he verbally confirmed that the car was indeed full. I was happy that all was in order, until I received a charge on my credit card for 14 litres of fuel. A full 1/3 of the volume of the Polo Vivo’s fuel tank I had rented.</p> <p>I raised this with Bidvest customer support. The Bidvest customer representative has, on the whole, taken a hard stance on this issue, and has often ignored communication sent to her, only responding when I call their call centre. She has insisted that I returned the car empty, despite me making credit card statements of fuel purchases available to her from Cradock, Bloemfontein and Johannesburg, indicating both rand value and time.</p> <p>I am certain that Bidvest will not move on this issue. The cash amount is relatively small, but for me it's the principle. In my mind I know that the car was returned with a full tank of fuel, and the fact that the Bidvest representative confirmed this further cements my position.</p> <p>I can but only speculate where that 14 litres of fuel found a home, because it certainly didn't go into the tank I filled.</p> <p>So view this as a cautionary tale to be suspicious of Bidvest Car rentals. I will certainly never use them again as I do not trust them, and I would advise that you not trust them either.</p>
We acknowledge the correspondence sent in this regard as well as the comment posted and regret the extracted response times.
Our staff member agreeing that the fuel gauge 'shows' full, is doing just that, agreeing that the gauge reflects full. The actual amount of litres in the tank cannot be gauged from this action and therefore every vehicle is refuelled and fuel added at this time is for the renter’s account. Vehicles often move over 100 kms before a gauge starts moving and is a general estimate only.
When renting a vehicle from any service provider, we would suggest you consider accompanying the vehicle on return to witness the refuelling process as we all follow the same procedure. We want to assure you that we would not risk our reputation or your continued custom for 14 litres of fuel.
Crediting is quick and easy but unfortunately not an option where we are confident that a charge is fully justified. Finally we thank you for giving us one more opportunity to communicate with you.
Kind regards,
The Customer Care Team
We acknowledge the correspondence sent in this regard as well as the comment posted and regret the extracted response times.
Our staff member agreeing that the fuel gauge 'shows' full, is doing just that, agreeing that the gauge reflects full. The actual amount of litres in the tank cannot be gauged from this action and therefore every vehicle is refuelled and fuel added at this time is for the renter’s account. Vehicles often move over 100 kms before a gauge starts moving and is a general estimate only.
When renting a vehicle from any service provider, we would suggest you consider accompanying the vehicle on return to witness the refuelling process as we all follow the same procedure. We want to assure you that we would not risk our reputation or your continued custom for 14 litres of fuel.
Crediting is quick and easy but unfortunately not an option where we are confident that a charge is fully justified. Finally we thank you for giving us one more opportunity to communicate with you.
Kind regards,
The Customer Care Team
I am not posting on Hello Peter to gain the credit for 14 litres of fuel, as the dismissive attitude displayed on your reply is exactly the attitude I have received all along. You have batted back the issue regardless of the evidence presented to you, and have given no customer service.
I am posting on Hello Peter to alert other potential victims of your operation.
I have rented cars from multiple organisations, both locally and overseas, and I always follow the same procedure of filling the car before returning it, and have never experienced this sort of poor service. Your argument would be more plausible if you filled perhaps 5 litres of fuel, but 14 litres? That is a full third of the volume of the tank, the equivalent of 225 km of travel in that car. That would have registered on the fuel gauge, as “showing” not full.
I personally filled the vehicle, as in I held the pump nozzle and filled the tank. I know that the tank was full when I left the filling station. Then drove 20 km to OR Tambo. At most that would have been a litre of fuel burnt, then you claim to have filled this vehicle with 14 litres..??? How is that physically possible?
You assume that all I want is the cash back, and you are sorely mistaken. If I was “taking a chance” any reasonable person would have backed down by now. I am pursuing this on principle, as I know that the car was returned to you with a full tank of fuel. If you wish to save your public face take the money you took from me for the 14 litres of fuel (including the admin charge), double it and donate it to the SPCA, or any charitable organisation – then post proof here that you have done so. I doubt you will do this, as this would be contrary to your business ethos.
I will never use Bidvest again, and will advise all I encounter to avoid your company
I am not posting on Hello Peter to gain the credit for 14 litres of fuel, as the dismissive attitude displayed on your reply is exactly the attitude I have received all along. You have batted back the issue regardless of the evidence presented to you, and have given no customer service.
I am posting on Hello Peter to alert other potential victims of your operation.
I have rented cars from multiple organisations, both locally and overseas, and I always follow the same procedure of filling the car before returning it, and have never experienced this sort of poor service. Your argument would be more plausible if you filled perhaps 5 litres of fuel, but 14 litres? That is a full third of the volume of the tank, the equivalent of 225 km of travel in that car. That would have registered on the fuel gauge, as “showing” not full.
I personally filled the vehicle, as in I held the pump nozzle and filled the tank. I know that the tank was full when I left the filling station. Then drove 20 km to OR Tambo. At most that would have been a litre of fuel burnt, then you claim to have filled this vehicle with 14 litres..??? How is that physically possible?
You assume that all I want is the cash back, and you are sorely mistaken. If I was “taking a chance” any reasonable person would have backed down by now. I am pursuing this on principle, as I know that the car was returned to you with a full tank of fuel. If you wish to save your public face take the money you took from me for the 14 litres of fuel (including the admin charge), double it and donate it to the SPCA, or any charitable organisation – then post proof here that you have done so. I doubt you will do this, as this would be contrary to your business ethos.
I will never use Bidvest again, and will advise all I encounter to avoid your company