"Damages" deducted from my bank account 3 weeks after rental, despite Woodford having inspected the vehicle, found no damages, and that my deposit was immediately returned

I rented a vehicle at Woodford in September 2023 from Cape Town Airport. It was my first time renting a vehicle with them - my family have done so multiple times before. Based on my experience I would strongly recommend anyone to keep away from Woodford.

Upon returning the rental vehicle at Cape Town Airport, a Woodford representative inspected the vehicle. The Woodford representative was also explicitly asked if everything was fine with the vehicle – he stated there was nothing wrong, and it was signed off that everything was in order. The only issue discussed was that Woodford did not give me the vehicle with a full tank of petrol when I received it, but that issue was sorted. As everything was in order, the deposit of R5000 was refunded to my bank account.

However, to my surprise, three weeks later Woodford suddenly deducted R7,000 from my credit card - without any communication from their side. Upon calling Woodford (multiple times after not getting through to them and their WhatsApp also not working), I was informed that there was "a chip on the windscreen" and apparently the whole "windscreen had to be replaced."

Asking how this could be deducted without informing me (3 weeks after the vehicle was returned and my deposit as well!), they claimed they sent me an email. However, they then realized that they sent it to the wrong/misspelled email address, despite having the correct email address since I made the booking, and them responding to this email address on other occasions. I also checked the validity of the wrong email, and this email bounces, meaning that Woodford should have received an automatic notification of a non-existent email address.

Regardless, when they finally sent me “proof” of the damages: • The email with the “damages” was sent more than an hour after I returned the vehicle and when the Woodford representative inspected the vehicle. What happens after I return the vehicle – especially for visual damages – the client can be in no way responsible for it. The client has no control over the vehicle once the vehicle is handed over: Woodford’s drivers can drive the cars around to fill it up, etc., or whatever they do with the vehicles.

• The “photos” of the damages do not show that is the vehicle that I rented that has the chip mark. The photo containing the license/VIN number does not show any chip mark. Another photo showing a chip mark does not contain any particulars showing that this was the vehicle that I rented – it only shows a windscreen of a car without any license plate or VIN number.

• The “damage report” also shows no information about the severity of the “damage” – only stating that the windscreen had to be replaced, thus no way to verify whether the “damage” really necessitates a whole windscreen to be replaced, and if the almost R7,000 they ask is not an inflated amount.

As I have my own insurance, I did not take out Woodford’s excess cover. I honestly think they are trying to take chances of taking money from a customer who did not opt for their insurance. How can a Woodford representative receive and sign off the vehicle, the deposit is refunded in full, they never inform you about any damages, and then 3 weeks later almost R7,000 is just deducted from your account? This is also without any proof that the damage is on your vehicle!

Surprisingly horrible experience and would not recommend them to anyone.

"Damages" deducted from my bank account 3 weeks after rental, despite Woodford having inspected the vehicle, found no damages, and that my deposit was immediately returned

after Woodford inspected vehicle, deposit was returned, 3 weeks(!) after rental period