Very unhelpful and bad service leaves a bad taste

We arranged for a young girl to be picked up at Johannesburg International at 24h00 by this company and she paid immediately to confirm the booking. The morning of the day that she was supposed to fly, they let her know that their car has broken down and that she will be refunded but that she has to arrange her own alternative transport. She is a student and obviously needed the money to be refunded to rebook alternative transport at that late stage. The lady handling the issue, informed her that she is the supervisor and not authorized to do immediate refunds and that only the bookkeeper can do refunds, which will not happen immediate. They did not offer to assist with the alternative transport, or to make a refund immediately. We will most definitely never make use of them again.