Terrible customer experience

Initial internet Experience perfect (October 2017 booked online and paid 50% deposit R967.00).

On collection / pick up on the 27th of December, I paid my remaining 50% R967.00 and R2 000.00 holding deposit. I even gave them a copy of the confirmed internet booking reflecting the breakdown of the rental agreement;

- Reservation Total: R1934.00 for 7 day/s, Required Deposit: R2000, Once off extras : Additional Driver Fee 250, Vehicle Rented: Datsun Go or Similar, but even with this document, they managed to mess up the entire rental, all went down hill from the day I dropped off the car, 3rd of January 2017. Inspection went well and the inspector advised that in 4 working days I will receive my deposit.

To my surprise while have lunch before our flight, Thrifty debited my Credit card with R1 231.95. When I got home I gave them a call to get some clarity about this and they just advised that as per their system the rental is actually for r3 165.95 (the rate was now December rates and not the rate when I initially paid deposit already in October).

Eventually my query landed with Antonio Swartz, after back and forth of emails, he finally understood, as I then also had to give him proof of the initial agreement, upon which he still didn't want to refund the full R1 231.95, he started of with R921.95, which I questioned and he said that the additional driver fees was not included, but the agreement shows this amount?, then he brought the refund up to R1 171.95, which is still not correct, he said the contract fee was not included, I then advised him that how is it that, online you advised me R1 934.00 is the full amount, which includes all fees and then you over charge me on drop off, so logically it means you need to pay my full R1 231.95 back. eventually he came back to say that is was a mistake on their side and that they charged me the incorrect daily rate, and that they will refund me in full, it has been 2 weeks since I dropped of the car and to date I am still following up with them on when I will be refunded.

This has been such a terrible experience to say the least, especially since I gave them the original internet confirmation, it should not have gone this route at all,

Sadly this left me with no confidence in Thrifty and would not consider or recommend them to friends and family!