From a dog day to be treated like a dog; the Worst Service I ever received!

Rented a car through the Expedia website. From South Africa, the Car Rental company being Europcar.

I made the booking through the website, I then decided to extend it by an extra day. This could not be done, so I needed to re-do the entire reservation after speaking to an agent at the Cape Town branch as the CPT international never answered their phones - I wanted a specific car for that category; the staff were friendly and polite. However, after changing the reservation, there was nothing but hell, the staff again at CPT Int, never answered the phone and spoke to the Cape Town branch where the lady battled to find my reservation, eventually she did and put through the request for my vehicle requested, I informed her I was arriving later, and she said it was fine the rental engaged as soon as the rental agreement was signed. From there things became beyond lopsided:

1. The door at the rental agency didn't work so I had to walk around. 2. Wasn't greeted or acknowledged in any way. 3. 8 Staff working and an additional 2 admin ladies (saw them when rental staff and the admin went for a smoke break. 4. Only 1 of these staff was attending clients. 5. Eventually when helped they again, could not find my reservation. 6. I already had one of the worst days of my life and that additional stress made it so much worse. 7. The rental agreement was in the arrivals pile but not in the system. 8. The rental agent said my hold on my card was R 17 000.00 but held R 17 882.60 / $ 1186.69. 9. The car was dirty, mags were blackened from driving; as well as dirty interior, dirty outside. Was informed by checking agent there was only 1 person employed to facilitate washing their entire fleet! Poor guy, don't blame him. 10. Returned around as the door was broken, battled to get attention; manager barely acknowledged. Informed him after 15 mins of being inside I would wash the car and send them the bill - he said he would not pay it! I washed the following day inside and out. 11. When checking the car I identified small damages which the checking agent assured me were listed. 12. A client inside while waiting so long warned me that if I created a fuss they would write me up for damages as this was done to him at another rental agent in the same airport! 13. I started driving to Xhosa music blaring; could not connect to bluetooth as the memory hadn't been cleared - so 5 people drove the car previously and this was not part of their handover to a new client. 14. While battling to connect my phone to bluetooth as I had to take an urgent call in peak traffic, I avoided driving into the car ahead which broke hard because of traffic. 15. Contacted the Customer Care for Europcar in Johannesburg, spoke to a Customer Care agent which informed me her manager was working offsite and would call me shortly - never happened. 16. While getting the car cleaned the following day in the sun the person polishing the car showed me chips in paintwork on bonnet, door and a dent I had mentioned to the agent at Europcar (previous day was overcast and the car was really dirty) 17. Ensured the car was filled up at the airport to the brim, still spent so much time assuring there was no issues with the vehicle and the agent receiving was happy I nearly missed my flight. 18. Received the remainder of my authorization at no surprise. Agreed upon amount was +/- R 3 700.00 / $245.43 for 4 days; unlimited mileage for a Premium Hire; waivered the collision damage as I had spoken to my insurer to make sure I had cover. 19. R 17 882.60 / $ 1186.69 was authorized and R12 372.93 / $ 821.07 returned; from a $245.43 rental to $ 365.62 removed. No paperwork sent or explanation, still no invoice; and the car was returned cleaner than it was received as it was professionally cleaned the second day of rental including being polished.

Even though all these underlining problems were mainly from the rental agent; as your client, wanting to try your services out for the first time, to be treated like a dog after a terrible day, to then be undermined by their customer services, then to be ********** by the agency, I would expect a bit more attentiveness, especially from those who are first time clients, I will do plenty of business abroad and sadly, this is my first experience with your agency, based on the fact I met the Directors of the African and Middle East region years ago at the Le Franschhoek Hotel and they seemed so professional, I wanted to work through a recognized international company instead of dealing with local companies that lacked the quality standard, sadly it fell into most of South Africa's standard; a huge letdown!

I would still like to know where my money is; I have photo's of the car before and after and it was in secure premises at all times, seldom parked in unsupervised parking spaces and away from other vehicles to prevent damage. What have I been charged for? Completely unacceptable! I have also written the same complaint to Europcar.

Clients are what drives this industry; I too worked in service and am very easy to please, being polite, efficient and professional I don't think is much to ask in exchange for a rental.

Please sort my money out.