Unauthorised Charges

Below is a short summary of the pertinent points

• Car hired from Tempest Car Hire @ OR Tambo for 9 days with 200km per day free (3rd August) • Opted for Minor damage waiver and also for Windscreen and Tire damage • Deposit of around R9,000 taking on credit card • On 6th August, got a puncture in Phalaborwa. Changed the wheel – however – we were concerned about continuing the trip with no spare tire. • Contacted Tempest, referred to OR Tambo Branch who referred us to Polokwane Branch who then had someone from Europcar Phalaborwa contact us (I think Gibson or Gideon) • At this point, we were happy to get authorization to get the tire replaced in Phalaborwa (on a work order) OR pay for the replacement and claim back the costs. We made this very clear numerous times on the telephone. • After discussions with Europcar Phalaborwa, and a few hours delay – they insisted that we must NOT have the tire replaced but they would rather provide a replacement vehicle. I protested repeatedly that this was not necessary – but was told they preferred this option and was given a time to bring in the vehicle for replacement. They claimed it was a better option for me as I wouldn’t have to wait around at a tire shop. • At no point in this discussion was I made aware that the replacement vehicle was being delivered from Polokwane, I was also not told about any costs I would be expected to carry – and as I had taken out the insurance @ R350 extra – expected to be fully covered. • On receiving my final invoice, I discovered that while they did not charge for the tire. The round trip to Polokwane was added to my km driven and I was charged for the fuel to and from Polokwane (in my refueling bills). The result was that I exceeded my free km allowance by around 450 km. In the end the total additional charge was around R3500.

I have tried getting this rectified, was told the km calculation matches the trackers from the two vehicles (which it would). I tried to escalate to a more senior person but essentially cannot get this matter resolved. My main issue issues are:

• Nowhere on the documents I signed is this km / fuel charge for the delivery of the vehicle clarified • Even it were on the contract in small print (or in the websites Ts and Cs) – it should have made absolutely clear when the replacement vehicle was being arranged and / or when I signed up for the cover. • A new tire for the vehicle would have cost me around R1200 if I had replaced it myself – I was never given the option to do this.