The case of the mystery dent and the disappearing supporting documentation

<p>I hired a car from budget car rental at the Cape Town International Airport branch. On returning the car I inspected the car with two members of the Budget staff. A small dent the size of a coin was found on one of the doors. I noted this on the return form, signed and dated it. I took pictures of the form, just for the sake of keeping records.</p> <p> </p> <p>On Tuesday I queried about the deposit amount and what the charges would be for the damage, the call centre agent told me that my contract had been blocked due to the accident damage. I was surprised to hear this as there was nothing of the sort when I dropped off the car neither was the dent that signifciant to be reported for major repairs.</p> <p> </p> <p>When I called to query about the cost I was told my rental agreement was blocked. I was given four different numbers for the Cape Town Airport branch of which there was repeatedly no answer. When I did finally get through to someone they told me that their systems were down and they will contact me when it is back up to give me more information. She called me two days later.</p> <p> </p> <p>On Wednesday I received an sms from Budget stating that I will be billed an amount of R3372.02, and there was a number to call for queries which I called and was assisted by a lady named Charney who explained that the bill was inclusive of a second dent.</p> <p> </p> <p>She logged a dispute and asked someone from another department via email to give me details about the additonal charges etc. She also mentioned in the email that I told her that I had taken pictures of the forms. No response followed. I emailed them both giving them the details of the inspection and telling them that I have no problem sending them a copy of the photographs which I took as proof that there was only one dent, also further stating that it was strange that they found the additional dent when it was inspected thoroughly by three people including myself and we did not see it .</p> <p> </p> <p>I was called by the agent I spoke to on tuesday, she told me that there was photographic proof and other documents with details pertaining to the dents found. At this point I had had enough and told her I would like to see these documents and photos because I had my own proof., further the I had signed form and dated it myself, any amnedment to such cannot be done without my knowledge or signature. If done then it is ***** as the changes were made without acceptance of such.</p> <p> </p> <p>Still no response from Budget. Why are they so reluctant to provide the documents they were claiming they had? It does not take three days to find documents which they were dealing with so recently.</p> <p> </p> <p>My account was debited for R2453.52 on Thursday afternoon, charges that still were not justified and I was not informed of prior to debit. My deposit also has not been returned. I am fully intending to take this matter further through any means available to me.</p> <p> </p> <p>This action by them throws into question all their claims to the additioanl costs for the second dent. Was there even such a thing? If so, then who was responsible and why was I conveniently billed for it?</p> <p>How did the same additonal charges disappear so quickly? They did not even request the copy of the forms from me, so did they know that they were in fact doing something nefarious and would get caught as they did not in actual fact have the right proof to contend with that which I had or that could prove me wrong?</p> <p> </p> <p>It is very suspicious behaviour and I question the validity of their claim as no answers can be provided at all, just a lot of ducking and dodging answering my queries. The client service provided is pathetic and there is an overall flippant disregard when it comes to response to clients.</p>