Bad customer services to making customers pay for damage not caused by them

Good day

We are utterly disappointed with the service from Europcar Centurion .

On the 28th of December my husband and I hired a Renault stepway/Sandero the lady that assisted us with this process by the name Sibongile Thubane .....

This lady did a inspection of the right side of the car as the left side wasn't visible it was parked next to the hotel wall .... I went with my husband to pick this car up we even took extra insurance for the tyres and windscreen make sure that we covered all possibilities of that car getting any kind of damage....

We drove away with the car even though the lady had **** to my husband and said it has cruise control we chose not to be difficult and took it as was .....

When we brought the car back on the 2nd of January 2018 they inspected the car and to our surprise there was a plastic clamp on the side of the car which was loose please bare in mind that this is the left side that was originally not inspected when we took this car .... and I'm positive that the cameras at the hotel can proof this as it was parked right in front of the hotel for the very first inspection when we picked it up ...

After talking to the consultants we asked them about this was then advised to fill in a claim sheet as apparently this was now our doing ..... which we did and submitted on the second .

Since then we have been given the run around regarding returning our deposit that we paid .... we paid almost R10 000 when renting this car . On the 2nd she said our money would be back in our acount in 3 days ... which is now not the case ...

My husband visited them on Monday the 8th January and still they did not have answers .... they said he should come back on the Wednesday the 10th today in the afternoon which we did today and still she said we must call her tomorrow.

Now I would like to know .

Is this right ? As a customer to not be called and given feedback we need to use our petrol and resources to call them for money that is ours with process and correct protocols being followed by your staff from the word go ?

Is it fair that we now also need to pay for something that wasn't done by us ?' ,is this the kind of service we should get from a European brand ?

At this rate I don't think we will ever use Europcars again !

Yours Scincerley Upset Client