RM
Radhiyyah M
1 reviews | Active since Mar 2016
20 Feb 2021, 07:23
Unsanitary vehicles handed over to clients
Yesterday I had a breakdown of my car. My car dealership arranged a courtesy car through Pace Car Rental. Pace Car Rental brought me a courtesy car to my workplace. My issue was that the inside of the car had not been cleaned after the last person. There was bubblegum wrappers and all sorts of trash that the rental car guys were throwing out in front of me. The upholstery was dirty as well. The car had not been vacuumed and in my opinion not fit for handover to a client especially in the midst of Covid 19. I would not advise this rental company. They clearly are not adhering to any sort of sanitation measures in this pandemic. I well also be bringing this to rthe attention of BMW SA who appear to have some sort of contract with this rental company
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Replies (3)
Pace Car Rental's replyOfficial
22 Feb 2021, 08:06Hello Dr Moolla, I apologise for the cleanliness of the vehicle handed over to you.
I have checked the tracking reports for the day that you received your vehicle, and I can confirm that your vehicle was definitely cleaned (although admittedly not satisfactorily). We received the booking at about 3:30pm and we sent the vehicle to be filled, and sent it to the washbay, so time was definitely restricted. We have a strict protocol for cleaning our vehicles, and after the vehicle is cleaned, we go through the checksheet to ensure that the cleaners have not missed anything. We also steam the touchpoints of the vehicle as an extra precaution to ensure that the vehicle is sanitary upon receipt by the client. Clearly they missed the seat and the wrappers.
We are going to do a full investigation to ensure that no corners are being cut, and protocols are being diligently adhered to.
Without feedback like yours, we can not maintain and improve, so I think you for the feedback. I believe that they are preparing another vehicle for you as I write this response, and I hope the experience will be far better.
I have checked the tracking reports for the day that you received your vehicle, and I can confirm that your vehicle was definitely cleaned (although admittedly not satisfactorily). We received the booking at about 3:30pm and we sent the vehicle to be filled, and sent it to the washbay, so time was definitely restricted. We have a strict protocol for cleaning our vehicles, and after the vehicle is cleaned, we go through the checksheet to ensure that the cleaners have not missed anything. We also steam the touchpoints of the vehicle as an extra precaution to ensure that the vehicle is sanitary upon receipt by the client. Clearly they missed the seat and the wrappers.
We are going to do a full investigation to ensure that no corners are being cut, and protocols are being diligently adhered to.
Without feedback like yours, we can not maintain and improve, so I think you for the feedback. I believe that they are preparing another vehicle for you as I write this response, and I hope the experience will be far better.
Pace Car Rental's reply22 Feb 2021, 08:06
Official
Hello Dr Moolla, I apologise for the cleanliness of the vehicle handed over to you.
I have checked the tracking reports for the day that you received your vehicle, and I can confirm that your vehicle was definitely cleaned (although admittedly not satisfactorily). We received the booking at about 3:30pm and we sent the vehicle to be filled, and sent it to the washbay, so time was definitely restricted. We have a strict protocol for cleaning our vehicles, and after the vehicle is cleaned, we go through the checksheet to ensure that the cleaners have not missed anything. We also steam the touchpoints of the vehicle as an extra precaution to ensure that the vehicle is sanitary upon receipt by the client. Clearly they missed the seat and the wrappers.
We are going to do a full investigation to ensure that no corners are being cut, and protocols are being diligently adhered to.
Without feedback like yours, we can not maintain and improve, so I think you for the feedback. I believe that they are preparing another vehicle for you as I write this response, and I hope the experience will be far better.
I have checked the tracking reports for the day that you received your vehicle, and I can confirm that your vehicle was definitely cleaned (although admittedly not satisfactorily). We received the booking at about 3:30pm and we sent the vehicle to be filled, and sent it to the washbay, so time was definitely restricted. We have a strict protocol for cleaning our vehicles, and after the vehicle is cleaned, we go through the checksheet to ensure that the cleaners have not missed anything. We also steam the touchpoints of the vehicle as an extra precaution to ensure that the vehicle is sanitary upon receipt by the client. Clearly they missed the seat and the wrappers.
We are going to do a full investigation to ensure that no corners are being cut, and protocols are being diligently adhered to.
Without feedback like yours, we can not maintain and improve, so I think you for the feedback. I believe that they are preparing another vehicle for you as I write this response, and I hope the experience will be far better.
RM
Radhiyyah M's updateReviewer Update
23 Feb 2021, 10:55Thank you for responding timeously and also for contacting me to rectify the problem and for giving me a new vehicle. Mistakes do happen and it is great when businesses respond to issues and put their customers first. I am happy with how you resolved everything.
RM
Radhiyyah M's update23 Feb 2021, 10:55
Reviewer Update
Thank you for responding timeously and also for contacting me to rectify the problem and for giving me a new vehicle. Mistakes do happen and it is great when businesses respond to issues and put their customers first. I am happy with how you resolved everything.
Pace Car Rental's replyOfficial
18 Jan 2022, 16:42Thank you for your feedback. We do believe in putting our customers first, and are pleased that we were able to resolve your issue.
Pace Car Rental's reply18 Jan 2022, 16:42
Official
Thank you for your feedback. We do believe in putting our customers first, and are pleased that we were able to resolve your issue.