Dollar Thrifty's pathetic inhumane accident late assistance

I write this with extreme extreme disappointment with the experience from the above company.

On Wednesday we hired out 2 bakkies because the staff had to go do investigations to find water in KZN schools. Unfortunately one of the bakkies had an accident on their way to the school out and overturned at around 7:30am on Friday 17 May. A few minutes later the tracking company tried making contact as there was a trigger that the car had been in an accident.

Unfortunately the driver could not be reached directly at the time of the scene, but luckily we had set that all his calls are diverted to me if it's not answered for a long time. The tracking company got hold of me and I tried making contact with my team on site. The confirmed that there was indeed an accident and the bakkie had overturned and was on it's back. I called Thrifty informing them that the accident is confirmed and I was on my way to the accident scene - as I was also in the district doing investigations on other schools .

At 11:00 I had arrived at the place where the accident took place, Thrifty was called and had spoken to the driver, coordinates and pictures of the scene were sent and they confirmed that the tow truck was on it's way.

The travel time FROM Durban to Jozini is at maximum 5 hours - so the ETA for that tow truck is 17:00. At that time we called Thrifty to enquire on the exact location of the driver, and we had expected her is already in our vicinity. To our surprise , for the first time, we were told that the truck actually left Dueban after 14:00. After 6 hours when the accident happened - the tow truck was not even halfway. It was still in Richard's Bay.

To cut a very long story short, it's now 18:16 and the truck is still 2h30 minutes away from the scene. 12 hours post the ac6, assistance from the car rental is still not here. No communication was made with us, I am the one who initiated the follow up. Oh there was another accident that the truck started at - we had been waiting from 10 but others were sent help first.

What makes things even worse, upon my enquiry and asking that the matter be escalated to the very senior person st the Durban office - I will thrown from pillar to post. It was clear that this matter was this matter wasn't a priority.

It doesn't get any better - Ishmael (hope I have spelled the name correctly) said that he was not aware that he needed to call us, their client, and inform us that there were delays or changes to be initially confirmed information.

Then the game changed when I told them that we are in the middle of nowhere, an open veld without even street lights, and it was getting dark... we need to go to a place of safety. One of the comments from Ishmail and suggested by his manager Redaa was to ask one of the local members around to look after the care while we go find a place of safety. My exact words were "so I must place another person's life at danger and ask them to come watch the car while I go look for a safe secret place. Where is ubuntu/humanity in that. But I am not surprised that Thrifty is asking me to do that to someone else, its similar to what's being done to me"

Pathetic unacceptable behaviour. 12 hours in accident scene with help still "on its way".

As I'm typing this.... its pitch black and they are still nowhere to be found except in their safe offices and homes while we out here in the dark with no help.