14 Days: No feedback, No response, No refund: ********** claim lodged and refund held back

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Tempest Car Hire No refund received after 7 days A review of Tempest Car Hire by Takarani on 5 Jan 2018

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No refund received after 7 days

Rented a vehicle at Cape Town international Airport and returned vehicle on 29 December 2018. When i picked up the vehicle it had two visible scratches on the right door panel upon pickup of the vehicle on Sunday 17 December 2017 at 18:30 however no one did the inspection with me i just found the papers on the passenger car seat. As it was late i did not figure it to be a problem. When i returned the vehicle i immidiately made the collection old guy aware of this advising that it was there from the pickup of the vehicle and that no inspection was done upon pick up to verify this. He advised me to fill out an incident report and i wrote this explicitly in the comments section not knowing that he was registering a claim of some sort. He said everything else is fine. When i called yesterday to chase up my refund the lady in the billing department advised me that everything is ok and i should receive my refund by tomorrow (today kwoting the amount). This afternoon 7 days later i received 2 invoices. 1 my normal invoice and 2 an invoice detailing a R 700 charge for an assessor.. a R 4000 charge for damages and a refuelling charge of R 400 for a 1litre car that still had a kwarter tank lefft. I have been renting from Tempest since 2015 and not once experienced any problems with any of the vehicles i've rented. I'm not sure who to contact about this as i have never damaged any vehicle of tempest in the years that i have rented. No inspection was done in my presence and anyone younger than the old man who received my vehicle could have seen that the minor scatches on the side of the door panel less than a hairpin in diamiter was an existing one, not even really penetrating the paint. i will not accept responsiblity for pre-existing damages that i did not incur in any way shape or form or the incompetence of airport staff (elderly guys) who do not do their job properly. I want myfull refund and irrespective what i will take full action to ensure that i receive it. a week now and i have yet to receive my money back.

I really dont understand what is happening here. I contacted the call centre last week friday and lodged a formal complaint with the claims department. Who ever is responding for tempest on this site just puts on automated responses. I have not been contacted by anyone. My complaint and all my particular details were escalated and untill now for the past 6 days since last week friday i have heard nothing from Tempest Claims department or Claims manager. I have not been called once, not been notified of my refund once and this area of poor customer service has never been addressed. I will have to escalate this to the ombudsman and request details of how this supposed claim was processed. If my query is not resolved i need the details of the insurance company so that i can follow up personally and take this matter further the legal route. All this over R 5000. You guys will be liable for my legal consultancy fees. I cannot be held liable for payment for something that is NOT MY FAULT. ON top of that you have not once contacted me. Not to process this ********** claim, not to apologize, not to rectify and not once to refund me....