HH
Heloise H
1 reviews | Active since Aug 2010
05 Feb 2021, 09:21
Lying to customer about refund
I couldn't pick up my rental car on the day. The man at the counter assured me that I would get a refund, but that is a lie. Very frustrated that I paid almost R1000 for a service I did not use.
Helpful (0)
Replies (2)0
Replies (2)
Woodford Car Hire's replyOfficial
05 Feb 2021, 18:58Dear Heloise
We appreciate your valuable feedback in this regard.
Please kindly note that I have called you numerous times in the course of today ( 5/2/2021) to no avail. I have also left numerous voice mails and have tried by all means to get in touch with you pertaining to your above complaint.
Please kindly note that while I am extremely sorry this situation has frustrated you, I feel like I do need to bring the following into light regarding the voucher offered to you.
1. Yes we do state on our website that there is no cancellation fee but this does not pertain to refundable payments for cancelling a booking.
2. Like most rental companies, we will not charge you for a cancellation fee taking into account that that vehicle was reserved once you made the booking, we unfortunately cannot allocate a vehicle to another customer once a vehicle is reserved.
3. We have implemented the voucher compensation so that our customers are not entirely losing out as you would of had you booked elsewhere.
I am saddened by this review, as I do strongly believe that I could of assisted you with the above.
My goal as a representative of the WoodFord Group is to ensure my customers happiness and needs are prioritized.
Please kindly advise how I can reach out to you as I would love to make you a happy customer again :-)
Please kindly contact me on *** or email me on ***
Your support means the world to me and you are extremely valuable to the WoodFord Group.
Yours Sincerely
Samantha
WoodFord Group
We appreciate your valuable feedback in this regard.
Please kindly note that I have called you numerous times in the course of today ( 5/2/2021) to no avail. I have also left numerous voice mails and have tried by all means to get in touch with you pertaining to your above complaint.
Please kindly note that while I am extremely sorry this situation has frustrated you, I feel like I do need to bring the following into light regarding the voucher offered to you.
1. Yes we do state on our website that there is no cancellation fee but this does not pertain to refundable payments for cancelling a booking.
2. Like most rental companies, we will not charge you for a cancellation fee taking into account that that vehicle was reserved once you made the booking, we unfortunately cannot allocate a vehicle to another customer once a vehicle is reserved.
3. We have implemented the voucher compensation so that our customers are not entirely losing out as you would of had you booked elsewhere.
I am saddened by this review, as I do strongly believe that I could of assisted you with the above.
My goal as a representative of the WoodFord Group is to ensure my customers happiness and needs are prioritized.
Please kindly advise how I can reach out to you as I would love to make you a happy customer again :-)
Please kindly contact me on *** or email me on ***
Your support means the world to me and you are extremely valuable to the WoodFord Group.
Yours Sincerely
Samantha
WoodFord Group
Woodford Car Hire's reply05 Feb 2021, 18:58
Official
Dear Heloise
We appreciate your valuable feedback in this regard.
Please kindly note that I have called you numerous times in the course of today ( 5/2/2021) to no avail. I have also left numerous voice mails and have tried by all means to get in touch with you pertaining to your above complaint.
Please kindly note that while I am extremely sorry this situation has frustrated you, I feel like I do need to bring the following into light regarding the voucher offered to you.
1. Yes we do state on our website that there is no cancellation fee but this does not pertain to refundable payments for cancelling a booking.
2. Like most rental companies, we will not charge you for a cancellation fee taking into account that that vehicle was reserved once you made the booking, we unfortunately cannot allocate a vehicle to another customer once a vehicle is reserved.
3. We have implemented the voucher compensation so that our customers are not entirely losing out as you would of had you booked elsewhere.
I am saddened by this review, as I do strongly believe that I could of assisted you with the above.
My goal as a representative of the WoodFord Group is to ensure my customers happiness and needs are prioritized.
Please kindly advise how I can reach out to you as I would love to make you a happy customer again :-)
Please kindly contact me on *** or email me on ***
Your support means the world to me and you are extremely valuable to the WoodFord Group.
Yours Sincerely
Samantha
WoodFord Group
We appreciate your valuable feedback in this regard.
Please kindly note that I have called you numerous times in the course of today ( 5/2/2021) to no avail. I have also left numerous voice mails and have tried by all means to get in touch with you pertaining to your above complaint.
Please kindly note that while I am extremely sorry this situation has frustrated you, I feel like I do need to bring the following into light regarding the voucher offered to you.
1. Yes we do state on our website that there is no cancellation fee but this does not pertain to refundable payments for cancelling a booking.
2. Like most rental companies, we will not charge you for a cancellation fee taking into account that that vehicle was reserved once you made the booking, we unfortunately cannot allocate a vehicle to another customer once a vehicle is reserved.
3. We have implemented the voucher compensation so that our customers are not entirely losing out as you would of had you booked elsewhere.
I am saddened by this review, as I do strongly believe that I could of assisted you with the above.
My goal as a representative of the WoodFord Group is to ensure my customers happiness and needs are prioritized.
Please kindly advise how I can reach out to you as I would love to make you a happy customer again :-)
Please kindly contact me on *** or email me on ***
Your support means the world to me and you are extremely valuable to the WoodFord Group.
Yours Sincerely
Samantha
WoodFord Group
HH
Heloise H's updateReviewer Update
05 Feb 2021, 19:34Hello Peter blocked out email addresses and phone numbers in your reply.
You should have my email address on file.
Since I do not expect a refund, and I was upset, I didn't want to speak on the phone.
How could you assist if a refund is what I was expecting, but it isn't possible?
I realise that the idea of reserving a car is relevant over busy periods, but your office was empty, and I'm sure there was a fleet of unused cars in the garage. I won't make the mistake of booking in advance again.
You should have my email address on file.
Since I do not expect a refund, and I was upset, I didn't want to speak on the phone.
How could you assist if a refund is what I was expecting, but it isn't possible?
I realise that the idea of reserving a car is relevant over busy periods, but your office was empty, and I'm sure there was a fleet of unused cars in the garage. I won't make the mistake of booking in advance again.
HH
Heloise H's update05 Feb 2021, 19:34
Reviewer Update
Hello Peter blocked out email addresses and phone numbers in your reply.
You should have my email address on file.
Since I do not expect a refund, and I was upset, I didn't want to speak on the phone.
How could you assist if a refund is what I was expecting, but it isn't possible?
I realise that the idea of reserving a car is relevant over busy periods, but your office was empty, and I'm sure there was a fleet of unused cars in the garage. I won't make the mistake of booking in advance again.
You should have my email address on file.
Since I do not expect a refund, and I was upset, I didn't want to speak on the phone.
How could you assist if a refund is what I was expecting, but it isn't possible?
I realise that the idea of reserving a car is relevant over busy periods, but your office was empty, and I'm sure there was a fleet of unused cars in the garage. I won't make the mistake of booking in advance again.