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melissa.masina.mlz melissa.masina.mlz

1 reviews | Active since May 2016

12 Apr 2024, 12:23

Rental of a car that is not in my possession

Where do I begin with my disappointment with Planet42 and Bryanston Executive Cars. Took a rental agreement with them on 24/02/2024, 2 weeks later the car that was "extensively checked" for a whole 2 days breaks down and is towed to a repairer (that I had to call the whole world to find out who it is). Two weeks passes and debit order for rental goes off. Now I'm due for a second debit order for a car I still do not have in my possession. No attempt to remedy the situation from their side and exchange the vehicle or pause the debit orders. You are shoved from pillar to post with no resolve, Lisa the agent dealing with the warranty claim never calls you back with any update on the situation. The dealer I need to call daily to find out the progress.

Customer service sucks and no one cares as long as they have taken money from your account is all they care about. Do not go into a deal with them, you rent air not a car. 7 weeks later I do not have a car and no number plates. I'm defeated by these guys. My next step is MIOSA and NCR.

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Replies (2)
Planet42
Planet42's reply13 Apr 2024, 08:30
Official
Hi Melissa

We apologize for the experience that you have encountered.
We are looking into the matter and will provide you with feedback.

Thank you

Regards
Your Planet42 Team
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melissa.masina.mlz melissa.masina.mlz's update19 Apr 2024, 09:34
Reviewer Update
A week later still no resolution from Planet42. I have been on the call for 10 minutes now and counting. After logging this review a "Bianca" called me and never came back with any feedback. Then 2 days later a "Precious" calls me and says she's referring my matter to management to waive the rental amount until I get the car back, she will come back to me (as their specialty, to date no one has called back). Today I call speak to a Thato to ask why are they debiting my account on a random day of the month instead of month end (another story). She then proceeds to transfer me with regards to the ongoing issue, I'm put through to the incorrect department where a "Cheslin" transfers me to only God knows where. I'm now on hold going for 20 minutes and my call keeps getting picked up and placed back in the hold queue.
Guys Planet42 ****s with you when you have a problem with them. They send you from pillar to post.
21 minutes later I go through to Simone, she must be given an increase and an award. She explained everything that was happening (that's all I wanted feedback and progress report).

As I wait for my saga to end.