BOOKING REFERENCE 13CN2H

My name is Nteboheleng Mahapa and It is with great discontent that I am writing this email to complain about the service I received from certain staff members at the King Shaka International Airport. I had a courtesy car that had been rented by VW SA for over a month and on Sunday 15th November 2020 the car was involved in an accident after a another driver who was spinning on a public road lost control and slammed onto me as I was passing.

After calling Hertz SA I was advised to do a police report (Case num AR 138/11/2020), handover the damaged car (license reg. JG 23 CC GP) and wait for negotiations and assessments to be done both by VW SA and Hertz KZN management in order to see if they can get a new rental for me. I handed over the car to Mr Kaylyn Signh on Sunday 15th and he promised to feedback by 13h00 on Monday 16th November 2020, which he never did to date. This raised a lot of red flacks in terms of his competence and customer care skills as a Customer Service Agent as I followed every step that he advised.

After constant communication with VW SA through the person of Mr Marco Alberts we managed to secure another reservation (***). After waiting for 5 hours to secure the reservation and removing the Shared Bill Condition on the contract, I was informed by Marco Alberts that the Regional Manager Ashnee had written recently written an email to VW SA to inform them that Hertz cannot proceed with the booking because the cause of the accident with the previous booking was due to me being under the influence. Mr Marco also informed me that a ban has been put in place by Ashnee to prohibit other rental companies to assist me with a rental reservation.

As a customer and a ***** of Hertz car rentals I fail to understand how, after all the stress I endured and all the pains I took to drive a damaged car to King Shaka from Umlazi

1. How I could receive such poor service from the aforementioned Customer Service Agent in terms of providing relevant feedback. It is very frustrating to wait in the dark and not know what is happening while people who get paid to do their job dont care. I have the fundamental right to information as a client/consumer 2. Why I had to wait for five hours to learn that the Regional Manager has a negative report she hadn't submitted to VW after I had received a text message that I can collect the car. I jeopardized my job collect the vehicle and all that effort was for nothing. As it is I had promised clients their deliveries but all that was in vein 3. I would like Ashnee to produce a report to substantiate the claim that I was under the influence during the time of the accident. In my knowledge neither the police nor Hertz breathalyzed me as this was a clear cut case of the spinning driver losing control of his vehicle. Failure on the part of Ashnee to produce this report will constitute not only labelling me but a serious case of defamation of character and I would like to pursue a ******** case against Hertz South Africa based on this. 4. I would like an explanation why there is a ban against my name for all the rental companies to give me a reservation 5. I would like a refund for the Uber transport costs I endured from Umbilo to King Shaka and back to the house. 6.Should there be a solution to this issue, I would like a vehicle to be delivered to me free of charge as the efforts I took to make calls and travel to the airport have strained me financially

At the moment I am unable to support my family in the absence of a vehicle because I cannot pursue my businesses for daily income. I am also susceptible to contracting Covid 19 through the use of public transport. I cant even attend my grandmothers funeral as this has caused major problems in my daily routine. I have also included SABC's Consumer Rights Programme Yilungelo Lakho so that they can also come to party. Kindly let me know if you need the pictures from the accident for your analysis. Your assistance will be highly appreciated. ***