Customer service complaint

Europcar Pretoria branch managed by a man called Werner Engelbrecht a very cold hearted and emotionless man. Treats people like he's doing them a favour, no sense of customer services, he's way or no way at all.

Booked a car with them and was made to wait 4 hours for them to verify documents which I was never told about at the time of the booking, after the 4 hour wait I was turned away and told that they can't help me... Called the call center and call center sent me to O R Tambo where I was assisted.

At O R Tambo was given the vehicle and no assistance for car inspection, instead was told that I must do the inspection myself which was done as best as it could be given the circumstances, it was already late at night and given the color of the car some minor dents could easily have been missed.

Car was returned to Pretoria and they picked a very minor dent on the bumper and some slit underneath the driver door, was made to write a statement and told I'll receive a call to discuss such issues as they went my damages to begin with. Few days later was sent an invoice with all charges except the so called dents and invoice stated that I'll get a refund of R3200 and boom suddenly this morning I'm told I owe them as Werner Engelbrecht decided on the 2nd of October to load a damage cost against my refund, something that the invoice did not indicate. Went to his office to discuss the issue and as expected Werner was not helpful and told to drive to O R Tambo and take it up with them. Werner is unwilling to listen nor be helpful, looks bothered when you engage him, lacks sense of accountability and hides behind rules which they've design to oppress people.