Unsatisfactory experience

I had an unsatisfactory experience using PACE car rentals at their Cape Town branch. Another driver hit my car while it was parked. When competing my claim, I was told in writing and over the phone by Andre that the R550 admin fee would be included in the claim to the insurance company only to find out that it wasn’t by another representative. Andre stopped replying to my emails and the 3 other reps kept calling it “confusion” when I provided written proof. I am extremely disappointed that PACE still hasn’t taken responsibility for their mistake and refunded me the fee.