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Sandile S

1 reviews | Active since Mar 2018

13 Mar 2018, 16:36

Dollar Thrifty **********ly increased my Car-Rental-Booking

Dear Dollar Thrifty

To Whom It May Concern:

I would like to formally complain about a misconduct done to me at Dollar Thrifty Car Hire, OR Tambo Branch which was caused by Mr Adriana, agency’s consultant in the office counter.

On Tuesday the 6th of March 2018.

In Summary: He manipulated my initial booking (by canceling it and created a new booking without engaging me into his scheming) to make me pay more and that is professional ******* at its best.

I could only figure it all out when the Call Centre Agent called on the 07 March 2018 just a day after I picked up the hired car at the branch, questioning me on reasons why I could not pick up the car I booked for on the 06 March 2018.

Here Is The Full Story Below:

I called Dollar Car Thrifty at 08:19am for (8min:40sec). The purpose of the call was to hire a car. I requested for KIA Picanto automatic for two days on unlimited kilometers (picking up the same day at 12pm with a potential of 30min early arrival for pick up), which in discussion with the agent, He advised me of 400km/s on other car-groups.

It then resulted in him and I agreeing on taking Nissan Almera or any car in its car-group D for 4-Days (to pick it up the same day at 12pm with that potential of 30min early arrival for pick up). Then I asked him before the end of the call about payment options, He said, i would process payment on arrival to pick up. Prices which are: Holding deposit is R2000 and car rental amount is not more than R2300 in group D for 4-Days.

On arrival to pick up at the pick up/ drop off zone I was sent to the office down stairs to make a payment first. When I got the to wait on a queue I was then attended to by a young man who’s is unknown to and not appearing on the given contract/agreement. The young man said my car hiring rates different from what the agent gave me, he said Holding deposit is R2000 & above and car rental amount is not more than R3000 & above in group D.

I asked him to call the their call center to validate the information I’m giving him and he kept on saying, it will take time and besides the call center gave me wrong information. I ask d him for the second time and he said the same response but now in suggestion that; the car I wanted is not available yet, why don’t I take a BMW that is available?

Any car available on group D with the same rate as the Nissan Almera? I asked. He said nothing is available is either I take the BMW or wait for the Almera. Again I asked, how come I have to wait for the car when I am not late to pick it up? I informed the call center agent to pick up at 12pm and now is past 12pm but I still have to wait, why?

He said I was booked for 11.30am and since I have arrived at 12pm they gave the car I booked to another customer that came at 11.30am. I failed to believe it and still don’t.

Whenever Thrifty did not have the car they promised to rent to me, they would upgrade me without canceling the existing booking to open a new booking with extra-double charges. Why starting to ***** me now after so many years of clean reputable renting?

Then he insisted on me taking the bmw instead of the Almera because it available and drive better and it is a few hundreds of Rands compared to the group D cars I wanted. As much as I was in a hurry and ended up taking the BMW, the young man with his manager on duty could have served me better with honesty to giving me what came for instead of robbing me to spend more unnecessary.

On the 7th at 10:28am for 3min:23sec with # ********** 000, the Call Centre Agent called me to ask about the reservation number: ********** 7. He called to ask why have not I took the booked car? I then shared the above story with him and he said he will follow it up to come back to me because I was not served right. I believed him to get back which he did not.

I gave the Dollar Thrifty company an opportunity to handle it internally of which they failed. Hense

Today, 10th March 2018 at 13:15pm.

On delivery of the vehicle I met with the Supervisor On Duty Mr Rishaad, and verbally sent my complain to him which he accepted it and kindly requested me to put it in writing so he can forward it to the relevant seniors to overlook at it and help in resolving as soon as possible.

To this day all Dollar Thrifty does is to ignore my concerns, every time I call they take me on pillar to posts ignoring my complaint.

Hense, I am writing this email to ask Hellopeter to help me get justice to this matter.

0
Replies (7)
Dollar Thrifty Car Rental South Africa
Dollar Thrifty Car Rental South Africa's reply14 Mar 2018, 10:28
Official

Dear Valued Customer

Please be advised that senior management is currently investigating into your concerns. Dollar Thrifty Car rental will provide you with feedback shortly.

Thank you

Customer Care

SS
Sandile S's update15 Mar 2018, 23:03
Reviewer Update
Dear Dollar Thrifty car rental. I am honestly not feeling as valued as you call it right now. Yesterday, 14/3/2018 in the morning I got a call from Amanda at Dollar Thrifty, Customer Care assuring me that they looking at my query from Hellopeter and that they will gather as senior managers of the company to resolve the matter and get back to me before the end of business day the same day. Until this far by now, Dollar Thrifty does not acknowledge its misconduct. Today the 15/03/2018 at 14h14, I called Amanda on ********** 424 on which she called me on yesterday. I was then told by a call center agent at 14h16 to call her on ********** 000. When I called the second number, ********** 000 at 14h16 I was told she just left the office. I left a message for her to call me of which she did. This time at 14h42, 15/03/2018 when Amanda called returning my call, she promised to call again in half an hour from the time of her call to inform me of the outcome of my complaint as she and her colleagues whom are senior managers afforded to discuss the matter internally. But then, she did not call till yet. I am still waiting on Dollar Thrifty to bring solution to this matter. Maybe it is not serious to them but it is a serious matter to me.
SS
Sandile S's update24 Mar 2018, 00:04
Reviewer Update
Since the 13 March 2018 to date Dollar Thrifty wasted my time and never resolved the matter fairly as they, Amanda, Rowena, Fuad, Bjorn, etc falsely committed to. This is what Rowena Chetty OR Tambo Branch manager has to say; Good day Mr Shongwe The query has been investigated and concluded and remains as per our telephone conversation which was a free upgrade on your next rental. The reason for this is as follows : You have a signed Rental agreement for the BMW which you accepted the cost and produced two credit cards, if there was a dispute with regards to cost or reservation this was to be addressed prior to accepting the BMW rental and price. This is a binding document which you sign and agree to the charges and deposit. I trust the above is in order and do sincerely apologize for any Inconvince that may have been caused to you. Thanks -- Rowena Chetty Branch Manager Mobile : ********** I Email : ********** l Tel : ********** Fax to mail: Physical Address: Central Reservations: ********** Thrifty is a Proud Level 2 BBBEE Contributor. Member of ASATA and SAVRALA Any email or files transmitted from within Dollar Thrifty Car Rental are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please email ********** Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email or any associated attachments.
SS
Sandile S's update02 Apr 2018, 09:21
Reviewer Update
Dollar Thrifty refused to refund me the balance that exceeds the Group D amount that I initially booked for. Far most protecting their agent and blaming me for signing a new document(contract) even after agreeing that their agent did not even open my initial booking reference number in their system but took an opportunity to start a new one and **** to me as written in the story. Rowena and her seniors are forcing me to rent with them in future instead of refunding my balance. She even emphasised it telephonically after sending the e-Mail quoted below. “Good day Mr Shongwe The query has been investigated and concluded and remains as per our telephone conversation which was a free upgrade on your next rental. The reason for this is as follows : You have a signed Rental agreement for the BMW which you accepted the cost and produced two credit cards, if there was a dispute with regards to cost or reservation this was to be addressed prior to accepting the BMW rental and price. This is a binding document which you sign and agree to the charges and deposit. I trust the above is in order and do sincerely apologize for any Inconvince that may have been caused to you. Thanks” Rowena wrote on the 23.03.2018 at 21:51. If possible may Hellopeter connect my complaint to Car Rental Ombudsman or National Consumer Commission, as I will continue to seek justice by pursuing the departments as well.
Dollar Thrifty Car Rental South Africa
Dollar Thrifty Car Rental South Africa's reply05 Apr 2018, 16:06
Official

Dear Valued Customer

On behalf of Dollar Thrifty Car Rental, we do apologize for the delay.

Please be advised that Dollar Thrifty Car Rental will provide you with feedback tomorrow.

Thank you

SS
Sandile S's update15 May 2018, 12:17
Reviewer Update
Good morning Thank you for your assistance in resolving my dispute with Dollar Thrifty Car Rental. Ms Ananda-Lee Mortimer (Dollar Thrifty Car Rental Customer Care Manager) had confirmed to credit me back with the sum of R2k and few rands anytime when I decide to rent with them again. Thank you, Ananda-Lee Mortimer (Dollar Thrifty Car Rental Customer Care Manager) for you co-operation to helping the long dragging problem solved. Once again thank you. More details are as follows: _______ “Good Afternoon Mr Shongwe RE: RESERVATION NUMBER # ********** 7 - RENTAL AGREEMENT NUMBER # ********** Thank you once again for addressing your concerns with Dollar Thrifty Car Rental and for allowing Dollar Thrifty Car Rental the opportunity in the time taken to address your concerns and provide you with feedback and a resolution. Mr Shongwe, as discussed I can assure you your concerns brought to my attention have been addressed in a serious light with senior management and can assure you all appropriate steps are taken to avoid similar problems in the future, as this will further allow Dollar Thrifty Car Rental the opportunity to further improve our service that we provide to you as our valued customer. Once again please accept our sincere apologies, hence as a gesture of goodwill we would like to offer you a credit in the difference in rate from the vehicle group D booked (Nissan Almera) to the vehicle group received the Group X (BMW) amounting to R2,302.00. Mr Shongwe, we kindly request when making your next booking within the vehicle range from the Group P, A, B, C, C1 to a group D, that you kindly be in contact with myself or one of team members in Customer Care (Lebohang, Isabel or Rowan) whereby we will make the necessary arrangements for the credit to be honored. Mr Shongwe, once again we do sincerely apologize and truly hope that you afford us the opportunity to restore your faith in Dollar Thrifty Car Rental and once again do apologize for any inconvenience caused. Should you require any assistance please do not hesitate to contact me. Kind Regards Ananda-Lee Mortimer Dollar Thrifty Car Rental Customer Care Manager Email : ********** l Tel : ********** Physical Address: 17 Sim Street Pomona Kempton Park Central Reservations: ********** Thrifty is a Proud Level 2 BBBEE Contributor. Member of ASATA and SAVRALA”
SS
Sandile S's update15 May 2018, 12:17
Reviewer Update
Good morning Thank you for your assistance in resolving my dispute with Dollar Thrifty Car Rental. Ms Ananda-Lee Mortimer (Dollar Thrifty Car Rental Customer Care Manager) had confirmed to credit me back with the sum of R2k and few rands anytime when I decide to rent with them again. Thank you, Ananda-Lee Mortimer (Dollar Thrifty Car Rental Customer Care Manager) for you co-operation to helping the long dragging problem solved. Once again thank you. More details are as follows: _______ “Good Afternoon Mr Shongwe RE: RESERVATION NUMBER # ********** 7 - RENTAL AGREEMENT NUMBER # ********** Thank you once again for addressing your concerns with Dollar Thrifty Car Rental and for allowing Dollar Thrifty Car Rental the opportunity in the time taken to address your concerns and provide you with feedback and a resolution. Mr Shongwe, as discussed I can assure you your concerns brought to my attention have been addressed in a serious light with senior management and can assure you all appropriate steps are taken to avoid similar problems in the future, as this will further allow Dollar Thrifty Car Rental the opportunity to further improve our service that we provide to you as our valued customer. Once again please accept our sincere apologies, hence as a gesture of goodwill we would like to offer you a credit in the difference in rate from the vehicle group D booked (Nissan Almera) to the vehicle group received the Group X (BMW) amounting to R2,302.00. Mr Shongwe, we kindly request when making your next booking within the vehicle range from the Group P, A, B, C, C1 to a group D, that you kindly be in contact with myself or one of team members in Customer Care (Lebohang, Isabel or Rowan) whereby we will make the necessary arrangements for the credit to be honored. Mr Shongwe, once again we do sincerely apologize and truly hope that you afford us the opportunity to restore your faith in Dollar Thrifty Car Rental and once again do apologize for any inconvenience caused. Should you require any assistance please do not hesitate to contact me. Kind Regards Ananda-Lee Mortimer Dollar Thrifty Car Rental Customer Care Manager Email : ********** l Tel : ********** Physical Address: 17 Sim Street Pomona Kempton Park Central Reservations: ********** Thrifty is a Proud Level 2 BBBEE Contributor. Member of ASATA and SAVRALA”