Smiles are not enough; follow up with decent service

Shocking! Arrived in Durban and could tell that there was no car available despite my booking. Nevertheless was willing to give them the benefit of the doubt when they promised me one within a half hour. Two hours later I got my car and it was an automatic... I did not want an automatic. All the while being told to wait and be patient. I cancelled the booking and went next door to First Car hire who sorted me out within 20 minutes. Then the refund took forever and now I am trying to get a final invoice out of them and get sent form bot to bot.