Stranded 6+ hours with a faulty car – Woodford doesn’t care about safety

I thought I had experienced bad rentals before, until I used Woodford. I rented a 2023 Mercedes-Benz C-Class for 3 days (which I frequently do, as I was not a 1st time client) and was shocked at the appalling customer experience.

Day 1 – Pick-up:

At Hatfield branch, the vehicle was not in their system and had to be manually added, delaying release.

Shortly after pickup, the car vibrated heavily, and the front-right tyre pressure was low, requiring me to inflate it. I didn't know then, but know now that there was a possibility that this vehicle didn't go through the proper roadworthy, tyre checks, etc.

Day 2 – Breakdown:

Ride quality worsened throughout the day. At around 17h00, the rear-left tyre completely deflated.

It turned out to be severe tyre wear (metal threads exposed), not a puncture – proof of poor roadworthy checks.

I contacted Woodford immediately. Despite urgency, I was stranded in an unsafe area for 6+ hours with 4 females.

Between 18h00 and 23h30, I repeatedly called their control room and branch manager. Every time, I was told they were “waiting for an ETA” from AA Roadside and that I might be liable for costs. This was despite the points I argued and their website showing free tyre assistance.

They admitted the car had no spare tyre but still failed to provide a solution – in breach of National Traffic and Consumer Protection Acts.

A tow truck eventually arrived only after 2h30. In reality, it was Mercedes-Benz Assistance, not Woodford, that finally transported us safely to the nearest town after being stranded for 6 hours in unsafe area.

Day 3 – Stranded:

No replacement vehicle, no tyre change, no support from Woodford.

I was left without a car and had to find my own way from Rustenburg back to Pretoria.

I incurred unplanned accommodation, transport, and related costs.

Claims Process:

On the 3rd day, their claims department emailed me 1st thing in the morning, insisting I log a claim for a “punctured tyre” and that I would be liable,

This completely ignored the photographic evidence of tyre wear and their responsibility for poor maintenance.

It highlighted the lack of empathy, accountability, and care shown throughout.

Conclusion: It’s all good and well until something goes wrong – and when it does, Woodford shows no concern for safety or customer well-being. Their only priority is enforcing policies and protecting their bottom line.

Avoid Woodford at all costs.