Disgusting Service from Thrifty Car Rental

<p>Thrifty Care rental at Lanseria Airport is the worst car rental experince i have ever had!!! Their service is shocking! Below is my Story.</p> <p> </p> <p>1. I booked a vehicle (Volkswagen Combi) for pickup on Thursday the 12th of May: Reference: RA # 850110</p> <p>2. I arrived at Lanseria at around 06:30am to collect the vehicle</p> <p>3. Upon arrival I was advised by Ishmael Motaung that the vehicle was only scheduled for pick up at 10am. I checked my booking form and this was indeed the case. I informed Ishmael that this was a mistake on my part but was certain that I had booked the vehicle for a 6am pickup online.</p> <p>4. None the less I then informed Ishmael that we would be returning the vehicle between 6 & 8pm on Sunday the 15th of May</p> <p>5. Ishmael informed that this was no problem and even made a joke that thankfully the vehicle was there and that it had been washed the day before.</p> <p>6. Neville Landman was also present when the discussion was held. I even asked Neville why Thrifty is so much cheaper than other rental companies and he advised that it is because it is privately owned.</p> <p>7. I then paid the balance of the O/S amount of R2119.45 and an R11 000.00 deposit was held on my Credit Card</p> <p>8. At this point no additional costs were mentioned, we received the vehicle after doing a check with Ishmael and departed.</p> <p>9. On Sunday the 15th of May at around 6pm whilst returning from our holiday I received a call from John Schroeder asking me when we were returning the vehicle. I informed John that we had informed Ishmael when collecting the vehicle that we would only be returning it between 6 & 8pm on the Sunday evening</p> <p>10. John then informed that this was not as per the contract and that I would have to pay for an extra day.</p> <p>11. I obviously disagreed with this, explaining exactly what I have explained above and mentioned that my friend who was there with me to collect the vehicle was a witness to the conversation</p> <p>12. Ultimately no mention had been made that there would be ANY ADDITIONAL COST upon receiving the vehicle</p> <p>13. John then mentioned he would have to wait until the Monday when Ishmael came in to discuss it with him to determine the answer and way forward.</p> <p>14. On the Monday I received a call from another gentlemen at Thrifty (unfortunately I cannot remember his name) and we had a similar conversation to the one I had with John.</p> <p>15. This gentlemen informed that he would get Ishmael to contact me on the Tuesday.</p> <p>16. Ishmael called me on the Tuesday around 5 or 6pm and we went through the same rhetoric.</p> <p>17. Ishmael then consequently admitted that he had made a mistake and said that I needed to pay for the extra day. I then informed Ishmael that this was unacceptable to me as I was never informed of this and I cannot be expected to pay for his error</p> <p>18. Ishmael said he needed to speak to his supervisor and would call me the following day (Wednesday 18 May)</p> <p>19. No call came and I consequently forgot about it.</p> <p>20. On Wednesday the 25th of May I went online to do some banking and checked my Discovery Credit card.</p> <p>21. You can imagine my surprise when I saw an additional amount of R2487.55 deducted from my Credit card by thrifty car rental – no less on the 16th of May. This in itself is despicable as this was still being resolved!!!1</p> <p>22. The above amount does include the additional cost of petrol – this I am happy to pay for but would like to know the exact amount.</p> <p>23. I then immediately contacted Thrifty Lanseria and asked to speak to the manager and consequently spoke to Chris Munisamy on Wednesday 25 May.</p> <p>24. Chris Munisamy heard me out and confirmed that I was charged for the additional day, which I again explained is totally unfair</p> <p>25. Chris referred me to Customer Care – Dianne Roodt. After being unable to reach Dianne telephonically, I sent an e-mail containing all of the above on Monday 30 May</p> <p>26. Dianne has been most unhelpful as every time I talk to her she gets my case mixed up, and never calls me back when she says she will – I have to follow up with Dianne to get any service.</p> <p>27. Dianne advised on first follow up that my deposit had been refunded – this clearly is not what I am disputing. I went so far as to ask Dianne if she had even read my complaint</p> <p>28. Dianne apologized and said she understood my complaint and would follow up with Chris.</p> <p>29. By Friday 3 June I had received No response so sent a mail saying as much.</p> <p>30. At 13:30pm on 3 June I received an e-mail response stating they had investigated and the funds had been released – once again I AM NOT COMPLAINING ABOUT THE FUNDS NOT BEING RELEASED!!!!!</p> <p>31. Dianne again apologized when I called her on Friday afternoon at 4pm and said she would get back to me on Monday morning as she now needed to talk to her manager.</p> <p>32. Low and behold no feedback yet and it is 2pm on Monday afternoon.</p> <p> </p> <p>What really annoys me is:</p> <p>1. I was billed when I was under the impression this was still being resolved</p> <p>2. No one from Thirfty followed up with me after my last conversation with Ishmael</p> <p>3. Ishmael admitted it was his mistake and still I was billed</p> <p>I find this absolutely appalling, which is sad as I have used Thrifty regularly. Never again will i use them and I will be sure to tell everyone how awful thier service is.</p>