LC
Leon C
1 reviews | Active since Jun 2015
10 Apr 2025, 17:54
Extremely Disappointed – Unprofessional and Unreliable Service
I booked a car with Pace Car Rental in Cape Town for my trip and was promised that someone would be waiting for me at the airport on the 9th of April. I even received a confirmation email titled “Express check-in for your upcoming hire Booking #365172”, assuring me that everything was in order.
However, upon arrival, no one from Pace was there to meet me. I contacted their call centre, only to be told by the agent that he was unaware of any booking. This left me stranded and forced to make other arrangements at my own cost and inconvenience.
This experience was incredibly frustrating, and the lack of professionalism and accountability was shocking. I would not recommend Pace Car Rental to anyone. Very poor service.
Helpful (0)
Replies (3)0
Replies (3)
Pace Car Rental's replyOfficial
10 Apr 2025, 19:24Dear Leon,
Thank you for sharing your experience. We're truly sorry to hear about the issues you faced with your booking. This is not the level of service we aim to deliver, and we completely understand how frustrating and inconvenient this must have been, especially after receiving a confirmation.
We are currently investigating what went wrong so that we can ensure this does not happen again in the future.
We will revert as soon we have more information,
Thank you for sharing your experience. We're truly sorry to hear about the issues you faced with your booking. This is not the level of service we aim to deliver, and we completely understand how frustrating and inconvenient this must have been, especially after receiving a confirmation.
We are currently investigating what went wrong so that we can ensure this does not happen again in the future.
We will revert as soon we have more information,
Pace Car Rental's reply10 Apr 2025, 19:24
Official
Dear Leon,
Thank you for sharing your experience. We're truly sorry to hear about the issues you faced with your booking. This is not the level of service we aim to deliver, and we completely understand how frustrating and inconvenient this must have been, especially after receiving a confirmation.
We are currently investigating what went wrong so that we can ensure this does not happen again in the future.
We will revert as soon we have more information,
Thank you for sharing your experience. We're truly sorry to hear about the issues you faced with your booking. This is not the level of service we aim to deliver, and we completely understand how frustrating and inconvenient this must have been, especially after receiving a confirmation.
We are currently investigating what went wrong so that we can ensure this does not happen again in the future.
We will revert as soon we have more information,
LC
Leon C's updateReviewer Update
11 Apr 2025, 07:14Thank you for your response to my complaint. I appreciate you acknowledging the issue, but I must express my deep disappointment with the experience I had.
Receiving a confirmation and then being let down is completely unacceptable, and it caused significant inconvenience and frustration. I incurred a financial loss of approximately R3,000 as a result of this error, and while I acknowledge your apology, it does not compensate me for the loss suffered.
I also want to highlight the unacceptable conduct of the call centre agent who handled my booking. I trust that appropriate disciplinary action will be taken, as this level of service reflects poorly on your brand and should not be overlooked.
I appreciate that you are investigating the matter and I look forward to hearing from you once you have more clarity on what went wrong and how you intend to prevent this from happening again in the future.
Receiving a confirmation and then being let down is completely unacceptable, and it caused significant inconvenience and frustration. I incurred a financial loss of approximately R3,000 as a result of this error, and while I acknowledge your apology, it does not compensate me for the loss suffered.
I also want to highlight the unacceptable conduct of the call centre agent who handled my booking. I trust that appropriate disciplinary action will be taken, as this level of service reflects poorly on your brand and should not be overlooked.
I appreciate that you are investigating the matter and I look forward to hearing from you once you have more clarity on what went wrong and how you intend to prevent this from happening again in the future.
LC
Leon C's update11 Apr 2025, 07:14
Reviewer Update
Thank you for your response to my complaint. I appreciate you acknowledging the issue, but I must express my deep disappointment with the experience I had.
Receiving a confirmation and then being let down is completely unacceptable, and it caused significant inconvenience and frustration. I incurred a financial loss of approximately R3,000 as a result of this error, and while I acknowledge your apology, it does not compensate me for the loss suffered.
I also want to highlight the unacceptable conduct of the call centre agent who handled my booking. I trust that appropriate disciplinary action will be taken, as this level of service reflects poorly on your brand and should not be overlooked.
I appreciate that you are investigating the matter and I look forward to hearing from you once you have more clarity on what went wrong and how you intend to prevent this from happening again in the future.
Receiving a confirmation and then being let down is completely unacceptable, and it caused significant inconvenience and frustration. I incurred a financial loss of approximately R3,000 as a result of this error, and while I acknowledge your apology, it does not compensate me for the loss suffered.
I also want to highlight the unacceptable conduct of the call centre agent who handled my booking. I trust that appropriate disciplinary action will be taken, as this level of service reflects poorly on your brand and should not be overlooked.
I appreciate that you are investigating the matter and I look forward to hearing from you once you have more clarity on what went wrong and how you intend to prevent this from happening again in the future.
LC
Leon C's updateReviewer Update
13 Apr 2025, 07:51From Disappointment to Delight – Exceptional Service Recovery by Pace Car Rental
I initially faced a challenging experience with Pace Car Rental in Cape Town. Despite receiving a confirmation email for my booking (#365172) and being assured that someone would meet me at the airport on April 9th, no representative was present upon my arrival. To make matters worse, the call centre was unaware of my reservation, leaving me stranded and frustrated.
However, the situation took a remarkable turn when Mr. Grenville Salmon, the Managing Director, personally reached out to me. He not only investigated the issue thoroughly but also went above and beyond to rectify the situation. Mr. Salmon ensured I received a rental car promptly and exceeded my expectations in resolving the matter.
I wholeheartedly recommend Pace Car Rental to anyone seeking reliable and customer-focused car rental services.
I initially faced a challenging experience with Pace Car Rental in Cape Town. Despite receiving a confirmation email for my booking (#365172) and being assured that someone would meet me at the airport on April 9th, no representative was present upon my arrival. To make matters worse, the call centre was unaware of my reservation, leaving me stranded and frustrated.
However, the situation took a remarkable turn when Mr. Grenville Salmon, the Managing Director, personally reached out to me. He not only investigated the issue thoroughly but also went above and beyond to rectify the situation. Mr. Salmon ensured I received a rental car promptly and exceeded my expectations in resolving the matter.
I wholeheartedly recommend Pace Car Rental to anyone seeking reliable and customer-focused car rental services.
LC
Leon C's update13 Apr 2025, 07:51
Reviewer Update
From Disappointment to Delight – Exceptional Service Recovery by Pace Car Rental
I initially faced a challenging experience with Pace Car Rental in Cape Town. Despite receiving a confirmation email for my booking (#365172) and being assured that someone would meet me at the airport on April 9th, no representative was present upon my arrival. To make matters worse, the call centre was unaware of my reservation, leaving me stranded and frustrated.
However, the situation took a remarkable turn when Mr. Grenville Salmon, the Managing Director, personally reached out to me. He not only investigated the issue thoroughly but also went above and beyond to rectify the situation. Mr. Salmon ensured I received a rental car promptly and exceeded my expectations in resolving the matter.
I wholeheartedly recommend Pace Car Rental to anyone seeking reliable and customer-focused car rental services.
I initially faced a challenging experience with Pace Car Rental in Cape Town. Despite receiving a confirmation email for my booking (#365172) and being assured that someone would meet me at the airport on April 9th, no representative was present upon my arrival. To make matters worse, the call centre was unaware of my reservation, leaving me stranded and frustrated.
However, the situation took a remarkable turn when Mr. Grenville Salmon, the Managing Director, personally reached out to me. He not only investigated the issue thoroughly but also went above and beyond to rectify the situation. Mr. Salmon ensured I received a rental car promptly and exceeded my expectations in resolving the matter.
I wholeheartedly recommend Pace Car Rental to anyone seeking reliable and customer-focused car rental services.