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JP
Jaco P

1 reviews | Active since Sept 2013

29 Aug 2019, 18:33

Causing inconvenience to customers is good service?

Long story short, receive a call 2pm on a Wednesday stating car is ready for collection, I say I will collect the next morning as I need to return the rental first. Thursday morning, at collection, get notified car is not ready, oops, rental already returned, lift given to office, with promise car will be ready by 12pm. At 12pm, obtain feedback that car will be ready at 2pm. At 2pm, obtain feedback car will be ready by 3pm. Receive car at 4:35pm, sloppy repair work. Take it back the next day, say I need to rebook it in, no courtesy car provided, insurance will not allow new rental. Make new arrangements for transport, commitment car will be ready in two days. 4pm on day no.2 obtain feedback car will be ready at 11am next day. 11am next day, obtain feedback that car will be ready by 3pm. Arrive to collect car at 3:45pm, wait until 5pm. Receive car back, bonnet doesn't even open. Have to return car now... Again... Requested to speak to a manager, got ignored. Hellopeter only option? Even sticking to facts, still a long story. Sorry

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Replies (3)
Renew-it Rivonia
Renew-it Rivonia's reply30 Aug 2019, 09:31
Official
 Good day
Thank you for your feedback.

We wish to apologize for the poor service that you have experienced. Kindly provide us with the vehicle registration so that we  escalate this to the Service Manager at the branch for resolution.

Should you have any further queries, please contact our dedicated help desk on **** FOR YOU (*** ***). 
JP
Jaco P's update30 Aug 2019, 11:52
Reviewer Update
Bianca the Service Manager has made contact with me, and I will be taking the vehicle back in a weeks (nine September) time for them to finalise the repair. They have offered a courtesy car. I will respond in detail upon return of my vehicle if it has been rectified.
JP
Jaco P's update09 Sept 2019, 11:54
Reviewer Update
I arrived to day to book in my vehicle, and had an appointment with the manager Bianca. She was not available to meet with me, despite having an appointment at eleven AM. I was instead assisted by the "second in charge" no idea of how to confirm that this person was the second in charge. However I am not really impressed that even the Manager is not interested to commit to appointments. Based on the discussion I had with the Manager, she said that they will arrange for a courtesy car for me when I return the vehicle. Arriving today, nothing was arranged. They wanted to give me a Toyota Etios as it is all they have available. Completely not what was discussed with Bianca. It is shocking. Even in an attempt from this company to turn a bad review around, they mess up. Unbelievable. I want to escalate my complaint to whomever the manager reports to. I will nor recommend this company to anyone, and will inform my insurance about the poor performance also.