Bad treatment and service

I was in an accident on the evening of October 12th, 2023, at about 20:30. I hit a dog that rushed into the car I was driving on the lower front right side. I quickly stopped the car to check it and search for the animal I had hit. There was nothing around or under the automobile. The automobile was able to move, start, and drive. I took the automobile to my house and left it there until it was hauled away. I contacted the Woodford Call Center at 6:20 a.m. the next morning. The purpose of the call was to inquire as to what they should do next following an accident involving one of their vehicles. I was passed from pillar to post regarding this with no real and clear information. Finally, I got a touch with a modest person named Langa who wanted to assist me, and I asked him for a path ahead. Langa and another man called Adeel advised me to wait for them while they sought clarification from management. Both returned at various times, assuring me that I did not need to go to the police station to report the collision. They stated it was not necessary because I was not connected with another person or vehicle in the collision. That is when I started talking to Adeel more; he was trying to see if Woodford would give me another car because we were trapped. Adeel attempted to assist me by speaking with the manager, and because the phone was on speaker, I could hear everything they were discussing. The manager with whom Adeel was speaking informed him that the automobile must not move and that it must be hauled back to Durban. I did not mind because the car belonged to Woodford, and I figured they would supply us with another automobile even if we had to pay a little extra. When Adeel returned to me, he told me that based on his research, it was our obligation to pay for the tow truck to Durban, and that the expenditures were ours. I then asked Adeel what would happen next. Adeel returned to me, saying that the manager wanted the car back and that there was nothing he (the manager) could do for us. Woodford did not worry about our safety or how we were going to go back to Pretoria. Adeel informed me that he was supposed to advise us to sort ourselves out. That is exactly what we (family) did; we made plans to return to Pretoria. The only people I spoke with and who were trying to help us out were: Langa –call center, Adeel- call center, Sharon- call center, Justice – Heartfield office, Cassim- Heartfield Office, but all failed to help.

I reported the incident to Woodford car hire on the morning of 13 October, the call center person told me the car would be towed that day. The car was only towed three days later that was the Sunday afternoon of the 15 October 2023 at 16; 00. Since 13 October 223, I heard nothing from Woodford until Wednesday 18 October 2023. A person from Durban called to say they wanted a police report and I had to find my own way to the police station. This was days after I had a chat with the said people above and I was told I did not have to. I have to mention the rudeness of a woman named Abigail. On the 20th of October 2023 at about 15:00, I received a call from a man named Gerald asking me to fill in the accident report from them. That is 8 days later. Remember, we have hired from Woodford more times than I can remember. Thus, my experience with Woodford Hire was nothing short of disappointing and distressing. From the moment, I approached them for assistance; it was evident that they had an uncaring attitude towards their customers. Their lack of empathy and disregard for my concerns were apparent right from the start. When I needed their help and support, they displayed a shocking level of indifference, which left me feeling neglected and helpless. During a particular instance when I found myself in a dangerous situation, Woodford Hire's complete neglect of my well-being was truly unsettling. I reached out to them for assistance, expecting a company that I had entrusted with my business to come to my aid promptly. However, their lack of responsiveness and apparent indifference to my predicament made me question whether they truly valued their clients' safety and satisfaction. What struck me the most was how they treated us as if we were not their clients at all. It was as though our business meant nothing to them, and their actions, or rather lack of action, reinforced this perception. This disheartening experience with Woodford Hire highlighted a significant deficiency in their customer service and their commitment to the well-being of those who rely on their services. It is imperative for any company to treat their customers with respect, care, and consideration, and Woodford Hire fell short of these expectations in my experience.