Poor service

<p>Oh my goodness. What a bad experience from the onset.</p> <p>When I arrived to pick up the rental vehicle yesterday morning, I walked into an office which seems to only employ rude staff. They did not even greet us when we walked in. I saw that my file was already opened as my insurer arranged the vehicle. However, I still took an hour for me to finally get the vehicle and leave. I am covered for a Group C vehicle but a Group B was arranged. I advised that it is not correct and the guy thought it well to tell me that it is correct - I know what I am covered for. I specifically need a sedan as I need to fit a pram into the boot. Eventually I was given a Toyota Etios sedan, even though their website advertises the Group C as a Toyota Corolla Quest. He said it is the only vehicle available. Guess what - the pram doesn't fit. The pram is now on the backseat which leaves no space for the car seat to be fitted. Which means my 6 month old baby must be placed in his car seat in the front seat which is by law not allowed until he is 9 months old! I took this up with my insurer, Empire fleet as well as Bidvest yesterday and was informed sorry, they just don't have any other vehicle available. Furthermore I wanted to add my husband as an additional driver but they wanted his drivers license which I understand. So this morning I e-mailed same. They called me now and advised they don't accept it - he needs to bring the physical license in. Really???? My claim was authorized based on this e-mailed license. This is not my first dealings with a vehicle rental agency, however the first time the service has been so poor and their company policy is ridiculous. Furthermore, I only realized last night that the guy ticked that i will be responsible for all hail damages which I did not opt for, he didn't explain to me. And yesterday it hailed, luckily no damage to the vehicle. For such a big company I am shock with the level of service received and the type of personell they employ. Will never make use of them again.</p>