Misleading "Zero Excess" claims and unexpected backend fees

The vehicle collection and drop-off process at Tyger Valley branch was smooth and the staff were friendly and welcoming. However, Woodford's online marketing around damage waivers is misleading.

When booking online, I selected the Zero Excess Full Cover Waiver, which explicitly advertises "TYRE & GLASS 100% covered" with "no limit on Tyre and Glass damage cover.". Considering this added around R1500 extra to the 4 day rental, I took it at face value and understood it as being 100% covered like they stated. During vehicle pickup, counter staff reiterated this protection, stating that choosing the zero-excess option meant I carried zero financial liability.

During the trip, a standard stone chip occurred on a major highway that cracked the windscreen. When returning the car and filling out the incident form, staff indicated no payment would be necessary due to having full cover. Instead, Woodford withheld a R575 "Damage Handling Fee" from my security deposit.

Looking into the contract terms, Woodford hides a clause stating that glass cover only applies if you collide with another moving vehicle, alongside an administrative handling fee for simply submitting an incident form. Selling a customer "100% Tyre & Glass Cover" at checkout while relying on fine print to penalize them for common highway stone chips is deceptive.

Promoting "100% Glass Cover" and zero liability at checkout and at the branch desk, only to claw back fees through fine print for ordinary highway stone chips, is deeply misleading.