Bad service; Misinformation and Overcharging

<p>We very recently rented a car from Hertz at Walvis Bay Airport, Namibia and dropped it off at Upington Airport, RSA. The Rental Form/ Tax Invoice number is: ********** 3-5</p> <p>When we got to Walvis Bay airport the Hertz agents weren't at the counter and were nowhere in sight, even though we had booked the car long in advance. <br />I had to ask an Avis employee to phone the Hertz representative to arrive! He had gone into town and wasn't at the airport! We then had to wait over half an hour for him to arrive.</p> <p>He did not explain any of the additional charges. Luckily I had done extensive reading before and had gone through the terms and conditions, so I knew most of them. I specifically asked whether the valet charge for cleaning the car would be charged if the car is covered with dust on the outside ( as Namibia is a sandy place) he told me that as long as it is not caked with sand or mud or very dirty inside, no valet surcharge would be levied. However when we dropped off the car at Upington Airport, they did charge us R391.30 plus VAT for the valet cleaning charge! When I complained and told them that I had specifically asked and was answered that we wouldnt be charged for normal external dustiness/sandiness the Hertz representative said we were misinformed by the first Hertz representative and should just take it up with customer complaints. </p> <p>We are very unhappy with how this was handled, and we expect a refund of the valet charge (plus VAT) and an apology, however when we contacted the Hertz customer care center, we simply recieved a prefunctory 1 line response from a Portia Watt that reads: (sic) "As per management, the vehicle was dirty the inside and the outside. All charges are correct and will remain". No substantiation, and no apology for the lack of service!!</p>