1 reviews | Active since Dec 2015
THRIFTY CHARGES E-toll Charges with the E-tag Disabled
<p>I made two car rentals (TAX Invoice #: 946635 & 950650 ) during December 2016 and was charged a daily e-toll fee of R17.54 per day even though Thrifty had the e-tag disabled.</p> <p> </p> <p>I even had to pay for all tollgates on my own account. This is ridiculous! What justifies the charges if they had the tag off?</p> <p> </p> <p>Also, I returned my last rental a few days earlier and was promised a refund of R712.44 within 3-5 working days but I have been waiting since 4 January 2017 for this refund.</p> <p> </p> <p>I have since emailed numerous complaints to the customer care (Ticket no.: G ********** 8F0). I have gotten an explanation for some of my queries but no response on whether they have processed the refund on their side - and what justifies the e-toll charges.</p> <p> </p> <p>But this morning I received automated emails claiming that my queries have been resolved and that my ticket has been closed. THIS IS OUTRAGEOUS!</p> <p> </p> <p>PLEASE DON'T GO FROM BEING AN AFFORDABLE RENTAL COMPANY TO BECOMING THE BIGGEST HEADACHE!!!</p>
Hi Siyaduma
We have received your query and are in the process of investigating the matter further. We will provide an update as soon as possible.
Best regards
Thrifty South Africa
Hi Siyaduma
We have received your query and are in the process of investigating the matter further. We will provide an update as soon as possible.
Best regards
Thrifty South Africa
Hi Siya
Please be advised that since the 07/12/2016 Thrifty is no longer receiving gantry list from Sanral and thus have deactivated all e-tags.
There is a R 20.00 e-toll fee applicable per day for any rental in Gauteng.
Your refund has been submitted by customer care and is currently awaiting approval from our auditing manager, we will revert back with proof of refund once approved.
Kind regards
Thrifty SA
Hi Siya
Please be advised that since the 07/12/2016 Thrifty is no longer receiving gantry list from Sanral and thus have deactivated all e-tags.
There is a R 20.00 e-toll fee applicable per day for any rental in Gauteng.
Your refund has been submitted by customer care and is currently awaiting approval from our auditing manager, we will revert back with proof of refund once approved.
Kind regards
Thrifty SA
Hi ThriftySA,
Firstly, I do not see what the difficulty might be with billing lessors for any toll fees incurred during their lease dates - regardless of whether you receive a gantry breakdown from SANRAL or not. Nevertheless, even if you have deactivated your e-tolls you should be charged according to usage by SANRAL and those charges would correspond to dates when I hired the car so you can recover e-toll costs based on charge dates. I see no justification for charging a flat fee for e-tolls regardless whether your lessors drive through the gantries - in other words you are charging e-tolls fees from your lessors regardless of whether Thrifty incurs e-toll charges from SANRAL. The choice to deactivate e-tags is the prerogative of Thrifty but the prerogative to drive on e-tolled roads is that of the lessor - one should not incur charges for a decision that Thrifty has made.
Secondly, this is practice is outright *******. Here is why:
1. SANRAL is a South African parastatal responsible for the management, maintenance and development of South Africa's national road network;
2. e-toll (in South Africa) is an electronic toll collection system administered by SANRAL on selected roads, subject to the Sanral Act of 1998;
3. SANRAL sets a tariffs for its roads and charges users of e-tolled roads (which have gantries) via the e-tag or through post-pay collections;
4. Therefore, Thrifty cannot charge its own tariff regardless of use of the roads because this is *******, especially to charge this an an e-toll payment.
So, charging the fee is not justified. What is this R20 daily fee based on and how is it legal when SANRAL is the only agency legislated to administer tolls? The only fee I am liable for as a lessee of Thrifty vehicles is the e-toll charge as a result of my driving the vehicle under the gantry - at which point SANRAL would have billed Thrifty. So unless Thrifty can produce a statement of fees charged by SANRAL as a result of usage of the car, there is no basis for recovering R20 per day. Moreover, this is an ******* practice, especially since it is termed e-toll fees because the payment I am being charged is not to recover e-toll fees incurred by Thrifty.
Hence, I hereby reject this charge and request a refund because there is no basis for paying e-tolls. I am willing to pay for the e-tolls fees I incurred by driving on the e-tolled roads because SANRAL would have charged Thrifty and I need to repay these fees the same way I needed to refuel the vehicle. However I am not willing to pay for e-toll fees administered and charged exclusively by Thrifty - and not based on my usage of e-tolled roads.
Please escalate this to your superiors if you cannot refund me the full amount charged for e-tolls. If I do not receive any joy from how Thrifty handles the matter, I will pursue this issue legally as I strongly believe what you are doing as Thrifty is *******.
Hi ThriftySA,
Firstly, I do not see what the difficulty might be with billing lessors for any toll fees incurred during their lease dates - regardless of whether you receive a gantry breakdown from SANRAL or not. Nevertheless, even if you have deactivated your e-tolls you should be charged according to usage by SANRAL and those charges would correspond to dates when I hired the car so you can recover e-toll costs based on charge dates. I see no justification for charging a flat fee for e-tolls regardless whether your lessors drive through the gantries - in other words you are charging e-tolls fees from your lessors regardless of whether Thrifty incurs e-toll charges from SANRAL. The choice to deactivate e-tags is the prerogative of Thrifty but the prerogative to drive on e-tolled roads is that of the lessor - one should not incur charges for a decision that Thrifty has made.
Secondly, this is practice is outright *******. Here is why:
1. SANRAL is a South African parastatal responsible for the management, maintenance and development of South Africa's national road network;
2. e-toll (in South Africa) is an electronic toll collection system administered by SANRAL on selected roads, subject to the Sanral Act of 1998;
3. SANRAL sets a tariffs for its roads and charges users of e-tolled roads (which have gantries) via the e-tag or through post-pay collections;
4. Therefore, Thrifty cannot charge its own tariff regardless of use of the roads because this is *******, especially to charge this an an e-toll payment.
So, charging the fee is not justified. What is this R20 daily fee based on and how is it legal when SANRAL is the only agency legislated to administer tolls? The only fee I am liable for as a lessee of Thrifty vehicles is the e-toll charge as a result of my driving the vehicle under the gantry - at which point SANRAL would have billed Thrifty. So unless Thrifty can produce a statement of fees charged by SANRAL as a result of usage of the car, there is no basis for recovering R20 per day. Moreover, this is an ******* practice, especially since it is termed e-toll fees because the payment I am being charged is not to recover e-toll fees incurred by Thrifty.
Hence, I hereby reject this charge and request a refund because there is no basis for paying e-tolls. I am willing to pay for the e-tolls fees I incurred by driving on the e-tolled roads because SANRAL would have charged Thrifty and I need to repay these fees the same way I needed to refuel the vehicle. However I am not willing to pay for e-toll fees administered and charged exclusively by Thrifty - and not based on my usage of e-tolled roads.
Please escalate this to your superiors if you cannot refund me the full amount charged for e-tolls. If I do not receive any joy from how Thrifty handles the matter, I will pursue this issue legally as I strongly believe what you are doing as Thrifty is *******.