Biggest Fan to No Longer a Fan

I was always a fan of Woodford and have booked ALL my car rentals with Woodford since I discovered them early last year. My last trip to Cape Town in November last year I again as per usual booked my Rental with them. Upon my arrival (my flight was delayed by 1 hour), the car type I usually book was not available, so they gave me a BMW instead which I honestly did not realise till I got to the car that the driver brings up from their parking lot. He quickly assisted me to pack my bags in and said that an inspection was not required as the car is brand new. I was surprised and even said to him that the car was not for me. He said it is what they requested from the office. I was running late already due to the delays and had to get to my meeting. I just took the sheet from him which he did not sign off. When returning the car, they then billed and took off my credit card a value amount for having fixing right rear rim without so much as a call confirming if I was aware of it. On the Monday I called to speak to the branch manager to discuss and sort this misunderstanding out. He wasn't in as he was on leave, I left a message to ask for him or alternative manager to call me back to urgently arrange for this to be sorted out. Till today not one phone call back to address my query and no refund even though I had explained to the Woodford person that there must be a misunderstanding and I needed someone to sort it out urgently. I can honestly say that the amount of milage I did with the car and the places I parked that I definitely did NOT damage the car rim as I would have known if I had. I was already uncomfortable and EXTRA CAREFUL with having to drive this fancy BMW as it was. I had so much trust in them as previously I had always received such amazing service and never had any issues. I am still waiting for your call; Woodford and I am insisting on the amount you just deducted off my Credit Card, without as much as a warning or call.