Appalling Service

I rented a vehicle from Hertz at the Hilton Hotel in Cape Town on the 19th of Dec 2015. That same day I misplaced the car keys for the vehicle. I then proceeded to call Hertz at 16:30. I was advised that they could not find the spare key for the car and I'd have to wait for a tow truck instead of just sending someone with a spare key. <br> The operator who was dealing with this claim was a gentleman from Cape Town International Airport. He was very rude. The tow truck only arrived at the location (Camps Bay), 6 hours later at 22:30. That whole time we were waiting outside the car waiting for a response from Hertz. According to the operator, there are only TWO tow trucks in all of Cape Town. <br> We were advised that another vehicle would be brought to the location, which it wasn't. We only received the other vehicle the following morning. <br> The car was returned on the morning of the 21st of Dec. I was advised on the 30th of Dec by an automated email that R1500 was retained for claims purposes. To this day, replacing a lost key is still being processed. I have not received any confirmation as to what is going on. I called 3 times, they promise to send an email, and I'm still waiting