Extremely poor service. 😠😡👎

am writing to formally raise my concerns regarding my recent car hire experience with your company. This correspondence serves as a formal complaint regarding the issues I encountered during the rental process, as outlined below:

1. Undisclosed Charges and Lack of Transparency

When booking a Toyota Corolla Cross on your website, I was led to believe that a manual transmission vehicle would be available. However, upon arrival at the branch, I was informed that only automatic vehicles were offered, and no other options were available. Due to the limited choice, I was forced to settle for a Toyota Starlet Corolla.

Ibrahim, one of your staff members, verbally mentioned that the Toyota Starlet is priced significantly lower. However, no official explanation was provided, nor was a revised contract issued for the Starlet at the branch. I left without a clear understanding of the charges app**** or any formal documentation for the Starlet rental. This lack of clarity and transparency is deeply concerning and undermines customer trust in your service.

2. Discrepancies Between Website and Branch Information There are clear inconsistencies between the information on your website and what is communicated at the branch:

• The website advertised a manual Toyota Corolla Cross, but this was not available.

• The pricing and terms on the website differed from those communicated by the branch staff.

• The absence of documentation for the Starlet rental further compounded the confusion. It is evident that Woodfordshire does not adhere to principles of transparency when advertising its services online. Customers rely on accurate and consistent information to make informed decisions, and the discrepancies in your communication are unacceptable. 3. Unprofessional Communication and Lack of Resolution I received an email from Siyabonga addressing my concerns. However, the tone was unprofessional, and the response lacked any meaningful investigation or resolution. Additionally, during a follow-up phone call with Siyabonga, I experienced a dismissive and unclear explanation regarding the charges. This conversation ended without any resolution to my concerns, including my request for a refund.

Given the discrepancies in the amounts Siyabonga mentioned during the call, I had to rely on your website to attempt to verify the charges. This further highlights the lack of consistency and clarity between your website and branch staff.

Impact on Customer Trust As a customer, I do not feel that Woodfordshire adheres to principles of transparency or provides sufficient information for clients to make informed decisions. The discrepancies between your website and branch communication, combined with unprofessional customer service, create a highly unsatisfactory experience.

NB!!!!!! My reservation was made online; I was not a walk-in customer. Woodford Hire's characterization of me as such appears to be an attempt to de***** me. Request for Resolution

I kindly request the following actions to address this matter:

1. A detailed explanation of the charges app**** to my rental, including any adjustments made for the Toyota Starlet.

2. A copy of the Starlet rental contract, which was not provided at the branch.

3. A refund for any unjustified or undisclosed charges.

4. A formal apology and assurance that such incidents will not occur again.

5. A review of your communication and transparency policies, both online and at your branches.

Please treat this matter with urgency and provide a comprehensive response within 7 business days. If no satisfactory resolution is provided, I will have no choice but to escalate this complaint to the relevant consumer protection authorities.

Thank you for your prompt attention to this matter.