No answer since 7 April 2025

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Dear Budget Customer Care,

I hope this message finds you well.

Please find attached all previous correspondence relating to my rental with Budget Car Rental Cape Town International, from 9 March to 22 March 2025.

I originally booked a Group C manual vehicle (Kia Sil Sonnet T1.5 5ZA – Registration LZ74DGGP) and drove 221 km before requesting a change to an automatic vehicle due to personal preference. I sent an email to Customer Care on 11 March but received no response. I then went to the Budget Stellenbosch branch, where I was provided with a Group E automatic (WHI Polo DSG42A – Registration CAA304352), which I drove for 1,691 km before returning it to Cape Town International Airport on 22 March.

An amount of R6,046.06 was deducted from my credit card, and I requested a full invoice on 30 March. Despite several follow-up calls, I only received the invoice on 7 April, along with a Glasfit invoice for windscreen replacement (R2,750 + VAT), and a Vehicle Condition Form for the original Kia indicating a chip/crack on the front windscreen.

I have raised this issue multiple times via phone and email, questioning why I was charged for damage that clearly existed when I received the vehicle. On 9 April, I sent another email and was informed on 11 April that the matter would be resolved within 3–5 working days. Yet, despite further follow-ups on 13 April, 22 April, and 23 April (with a promise from Balesa that the Cape Town branch would contact me on 25 April), I have not received any resolution as of today, 7 May.

I am requesting an immediate refund of R3,162.50 (R2,750 plus 15% VAT), as I am not liable for the pre-existing damage.

Please confirm receipt of this email and advise when I can expect the refund to be processed.

Kind regards,

H M Joubert

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