Shocking experience. Never again.

I'll start with the main issue I'm having, and then move onto our experiences during our hire period.

We hired an SUV for the month of January 2025. On Sunday the 19th January, outside of Ermelo, we hit an unavoidable pothole and burst a tyre. Phoned Woodford control room. During the phonecall, we were assured that we are not liable for this, and I can go ahead and have the tyre replaced. I was told I would be reimbursed for whatever I spent. I asked him to double check this. He put me on hold briefly, then came back and confirmed "Sir, you are not liable, keep the invoice and it will be reimbursed". I assumed this was true as I had taken out the Super Waiver which was recommended to me when purchasing the hire. The next day at Tiger Wheel and Tyre in Nelspruit, they said I must replace the tyre with one identical to what was on there. That cost me R3680. I kept the receipt, which I submitted upon returning the vehicle. Now, surprise surprise, Woodford won't reimburse me. SMA from customer care tells me that as I didn't have "Tyre and Glass" waiver, it isn't covered. I didn't even know there was such a thing. It wasn't offered or even mentioned to me when purchasing. The whole problem hinges on the fact that the Woodford staff in the control room assured me I would indeed be reimbursed. That is the only reason I forked out R3680. Now, conveniently, they cannot find the phone call recording which took place at 10:57am on Sunday 19th January. Amazing. Now they just keep telling me they cannot refund me for the tyre because they did not charge me for the tyre. The incompetence of the staff I'm dealing with is unbelievable. I have even made contact with the owner, Essa Suleman, but no response from him as yet.

Other experiences during our hire: The first SUV left a huge pool of oil in our hosts garage. Was told by Woodford not to use it, so was without a vehicle for a day waiting for a replacement.

Next SUV developed the common stabiliser link problem, the day before we were to leave on a 10hr trip to Hoedspruit and Kruger. Woodford said not to touch it but wait for replacement. I reminded them several times that it needs to be replaced with a similar SUV due to the trip we were about to take. Imagine my surprise when at the end of the day they pitched up in a scruffy little Corrola for me!! The driver agreed that I could not take this to Kruger, so he turned around and left. I was forced to borrow tools from a friend and repair the stabiliser links myself. The car was fine after this repair.

And now the pothole incident. Woodford's emergency roadside assist did not come. Apparently there was nobody nearby who could assist us. So we changed the wheel ourselves at the side of the road in a ***** area. With my wife and two young kids and a car full of luggage. Anyone fami**** with South Africa will be all too well aware of the very real risk involved in doing this.

I'm sure anyone reading this would agree that at the VERY LEAST, Woodford should be reimbursing the R3680 which they had promised they would. They should also be considering some kind of compensation for the miserable experience they gave us. But instead it seems I am to spend hours of my time fighting with their *********** staff. Please, Mr Suleman, will you intervene and make this right.