WJ
Werner J
1 reviews | Active since May 2016
20 Jan 2021, 11:08
MISLEADING ADVERTISING
Ive booked a car for the December holiday but had to cancel. When I made the booking it was clearly shown on the website FREE CANCELLATIONS. For a client this means he/she can get their money back if the reservation is cancelled.
I had to unfortunately cancel my booking but was issued with a voucher instead for the amount I had to pay upfront.
I was quite upset with not receiving my full value back on my card and was advised that it was a management decision.
Ive checked the T&C's and could find nothing about this sudden ''voucher'' issuing''.
These type of advertising is misleading clients.
Helpful (0)
Replies (3)0
Replies (3)
Woodford Car Hire's replyOfficial
21 Jan 2021, 09:10Dear Werner
We appreciate your valuable feedback.
I am so sorry that you are unhappy about the above mentioned issue. As per our conversation yesterday, I did mention that I would speak to management regarding this issue.
I would like to reiterate the confusion pertaining to our website. While we do state that there is a no cancellation fee, this has absolutely nothing to do with the issuing of vouchers we offer our customers.
There are many rental companies and airlines that charge a cancellation fee and we do not. We will not charge you for booking and cancelling but once a vehicle has been reserved, that specific vehicle is allocated for that reservation made.
While we do not issue refund payments, we have decided to assist our customers in offering vouchers to the same value of payment made on the booking. We have implemented this policy to accommodate our customers as good will.
Please kindly advise if I can get my reservations department to issue this voucher to you?
I look forward to your response:-)
Thank you for the continuous support you have given to us and being apart of our journey.
Yours Sincerely
Samantha
WoodFord Group
We appreciate your valuable feedback.
I am so sorry that you are unhappy about the above mentioned issue. As per our conversation yesterday, I did mention that I would speak to management regarding this issue.
I would like to reiterate the confusion pertaining to our website. While we do state that there is a no cancellation fee, this has absolutely nothing to do with the issuing of vouchers we offer our customers.
There are many rental companies and airlines that charge a cancellation fee and we do not. We will not charge you for booking and cancelling but once a vehicle has been reserved, that specific vehicle is allocated for that reservation made.
While we do not issue refund payments, we have decided to assist our customers in offering vouchers to the same value of payment made on the booking. We have implemented this policy to accommodate our customers as good will.
Please kindly advise if I can get my reservations department to issue this voucher to you?
I look forward to your response:-)
Thank you for the continuous support you have given to us and being apart of our journey.
Yours Sincerely
Samantha
WoodFord Group
Woodford Car Hire's reply21 Jan 2021, 09:10
Official
Dear Werner
We appreciate your valuable feedback.
I am so sorry that you are unhappy about the above mentioned issue. As per our conversation yesterday, I did mention that I would speak to management regarding this issue.
I would like to reiterate the confusion pertaining to our website. While we do state that there is a no cancellation fee, this has absolutely nothing to do with the issuing of vouchers we offer our customers.
There are many rental companies and airlines that charge a cancellation fee and we do not. We will not charge you for booking and cancelling but once a vehicle has been reserved, that specific vehicle is allocated for that reservation made.
While we do not issue refund payments, we have decided to assist our customers in offering vouchers to the same value of payment made on the booking. We have implemented this policy to accommodate our customers as good will.
Please kindly advise if I can get my reservations department to issue this voucher to you?
I look forward to your response:-)
Thank you for the continuous support you have given to us and being apart of our journey.
Yours Sincerely
Samantha
WoodFord Group
We appreciate your valuable feedback.
I am so sorry that you are unhappy about the above mentioned issue. As per our conversation yesterday, I did mention that I would speak to management regarding this issue.
I would like to reiterate the confusion pertaining to our website. While we do state that there is a no cancellation fee, this has absolutely nothing to do with the issuing of vouchers we offer our customers.
There are many rental companies and airlines that charge a cancellation fee and we do not. We will not charge you for booking and cancelling but once a vehicle has been reserved, that specific vehicle is allocated for that reservation made.
While we do not issue refund payments, we have decided to assist our customers in offering vouchers to the same value of payment made on the booking. We have implemented this policy to accommodate our customers as good will.
Please kindly advise if I can get my reservations department to issue this voucher to you?
I look forward to your response:-)
Thank you for the continuous support you have given to us and being apart of our journey.
Yours Sincerely
Samantha
WoodFord Group
WJ
Werner J's updateReviewer Update
21 Jan 2021, 14:02Woodford
Both Samantha and Thabani mentioned to me that ''they will talk to management'' but neither of them was capable of resolving my case nor ''talking to management'' because I have not seen any management response.
The process of voucher issuing was clearly a breach of your own policies and procedures because in the past you did credit card refunds when bookings was cancelled.I also don't see any of this ''voucher issuing'' in your T&C, so this means bending the rules as it fits the company without making customers aware of the problem.
I also did not like Samantha's conversation to me asking to remove the review from Hellopeter WITHOUT EVEN RESOLVING MY QUERY!!! This is UNACCEPTABLE because this spells out poor customer satisfaction.
Based on the following scenario its clear to customers that effective problem solving or customer satisfaction is not the priority of Woodford.
Both Samantha and Thabani mentioned to me that ''they will talk to management'' but neither of them was capable of resolving my case nor ''talking to management'' because I have not seen any management response.
The process of voucher issuing was clearly a breach of your own policies and procedures because in the past you did credit card refunds when bookings was cancelled.I also don't see any of this ''voucher issuing'' in your T&C, so this means bending the rules as it fits the company without making customers aware of the problem.
I also did not like Samantha's conversation to me asking to remove the review from Hellopeter WITHOUT EVEN RESOLVING MY QUERY!!! This is UNACCEPTABLE because this spells out poor customer satisfaction.
Based on the following scenario its clear to customers that effective problem solving or customer satisfaction is not the priority of Woodford.
WJ
Werner J's update21 Jan 2021, 14:02
Reviewer Update
Woodford
Both Samantha and Thabani mentioned to me that ''they will talk to management'' but neither of them was capable of resolving my case nor ''talking to management'' because I have not seen any management response.
The process of voucher issuing was clearly a breach of your own policies and procedures because in the past you did credit card refunds when bookings was cancelled.I also don't see any of this ''voucher issuing'' in your T&C, so this means bending the rules as it fits the company without making customers aware of the problem.
I also did not like Samantha's conversation to me asking to remove the review from Hellopeter WITHOUT EVEN RESOLVING MY QUERY!!! This is UNACCEPTABLE because this spells out poor customer satisfaction.
Based on the following scenario its clear to customers that effective problem solving or customer satisfaction is not the priority of Woodford.
Both Samantha and Thabani mentioned to me that ''they will talk to management'' but neither of them was capable of resolving my case nor ''talking to management'' because I have not seen any management response.
The process of voucher issuing was clearly a breach of your own policies and procedures because in the past you did credit card refunds when bookings was cancelled.I also don't see any of this ''voucher issuing'' in your T&C, so this means bending the rules as it fits the company without making customers aware of the problem.
I also did not like Samantha's conversation to me asking to remove the review from Hellopeter WITHOUT EVEN RESOLVING MY QUERY!!! This is UNACCEPTABLE because this spells out poor customer satisfaction.
Based on the following scenario its clear to customers that effective problem solving or customer satisfaction is not the priority of Woodford.
WJ
Werner J's updateReviewer Update
29 Jan 2021, 17:24Woodford refunded my R 1000.00 in cash.
Satisfied with effective problem resolution and excellent customer satisfaction!!
Satisfied with effective problem resolution and excellent customer satisfaction!!
WJ
Werner J's update29 Jan 2021, 17:24
Reviewer Update
Woodford refunded my R 1000.00 in cash.
Satisfied with effective problem resolution and excellent customer satisfaction!!
Satisfied with effective problem resolution and excellent customer satisfaction!!