1 reviews | Active since Aug 2015
Poor Handling of CC Deposit left in good faith
Hired car. Was told deposit would be reversed 3 days post car being returned on Monday 24 August 2015. Eventually I called on Friday 28 August 2015 only to find out they had not even charged me for anything let alone return my deposit. The charge came through on my credit card shortly after my call. Luckily I called to find out what was happening. \I'm sorry"doesn't cut it when you are dealing with someone else's money. I find this kind of mistreating of other people's funds unacceptable and concerning. To add to this the staff had to be prompted to give me service when I arrived on Sunday the 23 August 2015 to collect the car. Their attitude toward being prompted to assist me was one of irritation and ignorance. This includes the supervisor who was ignored by a staff member as she walked out saying she was going to the toilet with no concern to any customer at all. Very unprofessional. No problem to take your money but doesn't deliver a professional service. """
We unfortunately have only an apology to offer at this point and would have sincerely appreciated information regarding our lethargic service delivery at the time it occurred. The matter will however be investigated thoroughly with the assistance of our CCTV footage, as we can assure you that we do not tolerate such failures at any level.
As far as the 3 day reversal of your authorisation is concerned (we do not take a deposit and funds do not leave your account) we have once again failed as there is no such arrangement. Once the rental document is finalised, the authorisation amount has to be manually released as each card issuer applies different rules to the reversal process. It seems your rental was only finalised on the 28th and we do regret the delay.
Our team will investigate and respond on Monday and we do humbly apologise for the inconvenience caused in this regard. The opportunity to assist is appreciated.
Kind regards,
Renette van der Merwe
National Customer Care Manager
***
We unfortunately have only an apology to offer at this point and would have sincerely appreciated information regarding our lethargic service delivery at the time it occurred. The matter will however be investigated thoroughly with the assistance of our CCTV footage, as we can assure you that we do not tolerate such failures at any level.
As far as the 3 day reversal of your authorisation is concerned (we do not take a deposit and funds do not leave your account) we have once again failed as there is no such arrangement. Once the rental document is finalised, the authorisation amount has to be manually released as each card issuer applies different rules to the reversal process. It seems your rental was only finalised on the 28th and we do regret the delay.
Our team will investigate and respond on Monday and we do humbly apologise for the inconvenience caused in this regard. The opportunity to assist is appreciated.
Kind regards,
Renette van der Merwe
National Customer Care Manager
***