Dishonest

Your team is not honest at all, I got courtesy car from Europcar and upon dropping the car the lady said there is a new chip on the window, which I explained to her I don't know but it's fine I will take responsibility of it, she further explained to me that it's a small chip which will cost me around R400 which I think was fair, then because of the car was due for service I had to exchange it. I was given Suzuki with lot of filled chips on the screen which I didn't have problem with it. But the problem started when I called to enquire about my refund and that's when the gentleman explained to me that I am owing R27 000 and I asked for what, he apologized and saying it was wrong account. After getting my account I was told I am owing around R1600 and when I asked for what they told me that the whole windscreen was replaced, which does not make sense, why will one replace whole windscreen because of small chip? I drove the other car with more than 3 chips that was fixed but why that specific one was replaced? Upon collecting car I paid deposit and they explained to me should the vehicle gets involved in an accident access fee will be R4500 which clearly state that the car is insured as well. If that was the case why didn't I pay windscreen access unlike paying windscreen replacement which doesn't make sense because the total amount from the repairer was R2700 and Europcar added their fees as well to amount of R3660. 00 Can I get clarity about this because your staff is not honest at all, small chip causing windscreen replacement no ways