King Shaka Durban to be avoided at all costs but Sandton branch is excellent and highly recommended

This review is specific to the King Shaka branch. In the span of 2 weeks I hired cars from both the Sandton branch as well as King Shaka in Durban. Chalk and cheese. While Sandton was one of best experiences, I had the worst (actually still continue to have) car hire experiences and one of the worst customer service experience ever. I hired the car weeks in advance, they charged me (not put hold but actually debited my card) only for me to arrive and be told that the car I hired had not been returned by the previous renter. I only received the car a few days letter after several missed promises of when it would be delivered. During this period it was me calling to get an update and not the other way. I enquired about the rate differential and I was told I would get an email with confirmation of the same the same day I collected the car, this only arrived 2 weeks later after escalation to the branch manager, the refund itself no where to be seen now 1 month later. To add insult to injury they charged fuel and other admin related costs related to exchanging the vehicle for an issue they created themselves, nice way to earn some extra revenue off a customer to whom you never delivered you promise. Been chasing directly (note am the one chasing coz if I don’t it’s radio silence) with the branch manager for my refund and for these costs to be refunded who always talks about tomorrow but at this branch tomorrow never comes and if it comes it comes with an admin fee on top. No one keeps their word here and customer experience means little. Quite ironical how too branches in the same company could be so different.