UNACCEPTABLE AND *********** CUSTOMER SERVICE

Item: Woodford Car Hire
Rating: 1
Author: Dolores A

I would like to express my utter disappointment and disillusionment with a car Rental I made online through Woodford Car Hire which is listed in partnership with Emirates Airlines. The car I booked and paid for in advance, was a Nissan Almera as advertised on the website. This purchase dates were made as follows: Date/Time: 25 Mar 2017 / 12:00 Address: Johannesburg International Airport,, OR Tambo International Airport,, Johannesburg Desk Telephone No.: +27 (11) ********** Drop-off Johannesburg - Intl Airport - O.R. Tambo Date/Time: 07 Apr 2017 / 11:00 Address: Johannesburg International Airport,, OR Tambo International Airport,, Johannesburg This meant that it was a 13 day rental agreement. Upon my arrival at the airport and after furnishing the attendant with all the required documentation, I was informed of the ‘standard insurance’ and that it would be advisable to rather have the full insurance. This amounted to R1.200+. When the document was printed, the figure indicated was around R1.600+. When I queried the same, I was informed of the E-Toll cost of R350.00. I informed the Ridwaan (gentleman who assisted me at the time) that I would be driving to Kimberley where there are no toll gates. He informed me that I would not have an option but to pay this amount. This took me by surprise and stemmed me rather dissatisfied. At this point I asked whether it was possible to discuss the matter with someone senior but I was informed that no one was working as it was a Saturday afternoon. I also asked if I could cancel this contract as I realised what I would be getting myself into. He informed me that I would lose 45% of the payment I already made. Not sure how accurate these figures are as they were not made explicit on the website. Because it was getting late and I needed to take the 5 hour journey before dark and realising that I would not be able to achieve anything out of the situation at this OR Tambo Office, I proceeded to collect the car only to find that it was a Toyota Corrolla. While I completely understand the ‘or any other’ clause, I still think this change in car type should have been communicated to me by the office either prior to collection or in advance via email. Needless to say neither of the two communications took place. On the way to Kimberley, I stopped on the side of the road to check the contract again only to find that I have been allocated 100kms per day. This annoyed me profoundly as I had already presented my International Driver’s license which I assumed (incorrectly so) would allow me the unlimited mileage. Also considering that this was standard practice with competitors from whom I have been hiring cars for the past 18 years. I proceeded to call Ridwaan again to ascertain the facts around the mileage issue. Again he was not in a position to answer conclusively. My frustration starts to set in yet again and my regret of not just cancelling the contract at the airport… On Monday I called Jay at the Head Office who connected me to someone in the rentals department. I explained the situation and was referred to yet another person who promised to call me back but did not do so. I called back later in the day and asked to speak with a manager. Again I explained the situation and was informed by Pravesh that someone would call me back later. Later I received a phone call from a gentleman called Colin who said who would call me back with figures later on. He called me back at 10.40 at night which in my view is not professional. I made this very clear to him that I did not appreciate receiving the call so late at night. He quoted me R849.00+ for 200kms per day and R3000.00 for unlimited mileage. I informed him that I am not prepared to spend any more money on this company and that I would not like to proceed with the conversation with him but that my interest at this point was to rather have the car collected from Kimberley and enquired of him to get me the cost involved. Regretfully, he was not able to provide me with these figures. My last request was for him to ask Pravesh to call me. I waited for two days and did not hear from Pravesh. At this point I decided to call yet again. Pravesh at this point could not remember this case at all. I was frustrated having to explain myself yet again. After another 10 minute discussion and a R200.00 spend calling to Durban from Kimberley, Pravesh and I could not come to an amicable agreement. In fact, the communication became strained and intensely difficult. I indicated to him that I would much prefer to end the conversation as I felt myself becoming angry and I was on the verge of using foul language. Once again I asked about the cost implications of the collection of the car from Kimberley – he too did not have the information. He did say later in the text that he would get the info for me but at this point I lost interest and felt the need to exploit the ignorance displayed. To be precise, I did say that I did not want this ‘****’ car anymore as it had put a complete damper on a well-anticipated holiday spend with family and friends. All day every day, I found myself calculating kilometres! Pravesh started to text me shortly after this conversation, claiming that my network was poor. In his text he again provided me with figures which were completely different to the ones issued by Colin. He quoted me R1000.98 for 200kms per day and 2170.00 for unlimited mileage. I informed him of the difference between the two quotes and actually reminded him that in business terms this type of action would be frowned upon. Needless to say, I did not enjoy any type of professional treatment. When I returned to JHB I encountered yet another challenge, in fact more than one. I needed for the contract to be closed. Tashlin, who assisted me at the time, called Pravesh. I showed him Pravesh’ text to him in which he indicated the cost. Pravesh did not want the contract to be closed until I write the complaint. By now I could only remain speechless at the extent of unprofessional ism with which this company operated. Having to catch a flight, I asked for the document of settlement and proceeded to departures. Once at the departure counter, I realize that I had forgotten my USB stick in the sound system of the car. I called the office and spoke with Raymond. He informed me that he would send someone to look and promised to call me back. Again no one called back. I called him back after a few minutes and he informed that the USB was not in the car. I told him that I listened to the music on the way back. How is it possible that the USB is not there any longer? After checking in my luggage, I walked back to the office in OR Tambo to inquire, no one had done anything by then. Tashlin tried calling someone to find out where the car was he could not get a conclusive answer on the phone. The person he spoke with said he would call him back. So yet again, I waited. After 15 minutes of waiting, I informed Tashlin that I have to leave for my flight. Again he called again and still nobody knew who took the car to the depot or where it could be located. I left asking him to call me should they locate my USB with 3000 songs on there. I also said that should they find it, they should keep it in an envelope for me and I will ask my son to collect it on his way back to Dubai. I boarded and did not receive a call back. To conclude, if we as companies hope to compete in the international market, we need to get it right. This course of events contributed further to the ‘junk status’ South Africa was downgraded to during my stay in South Africa. To say the least, I am dismayed at the service I received and that the cost of making phone calls to try and sort out the situation around this car amounted to almost R 700.00! Furthermore, to have your company name a pinned to multinational successful company such as Emirates Airline requires some serious reconsideration in policy, procedure and indeed customer service. I hope my email will be read with the intention of rectifying this most unfortunate unfolding of events. Regards Here is the response from one of the directors after my complaint: Dear Dolores Allison, I Pray that my mail reaches you well. On behalf of the entire team at Woodford and ourselves as management, Im really sorry for the service rendered to you at our OR Tambo airport branch. I assure you that your complaint is being dealt with in the most serious manner and disciplinary and corrective action will be taken so that we better our services to yourself and others. I have taken the liberty to summarise each of your complaints below: 1. Super Waiver cost = R1235 2. Etoll = R350 (we will reimburse this) 3. Toyota Corolla / Nissan Almera are one group and in SA the Corolla is superior, it even has a bigger engine. 4. the rate type booked by yourself was limited - we do offer unlimited packages as well. As with all other car rental companies. The responsibility lay with you at the time of booking, please refer to the Emirates site for further clarity. On this item I am happy to provide a credit of 40% of the mileage charge. 5. USB Stick - im really sorry about your loss. We are governed by certain laws and even if an employee has ****** it from the car, there is not much we can do unless we are able to provide solid evidence. The rental vehicle changes hands about four times. driver - petrol attendant - depot inspector - carwash. Hence we have reminders plastered around the carpark reminding you to please carry all of your valuables along. 6. Incompetence - I agree with you that the entire rental should have been handled in a more professional manner and in light of this we will carry out the necessary disciplinary and training. Once again, I am truly sorry that we failed to deliver according to our promise. From the above, we are willing to offer a total of +/- R1500 as fair compensation. Should you be willing to accept our humble offer I will issue a further R400 voucher towards your next rental just so that we could be given an opportunity to redeem ourselves and do better. Thank you for sharing the detailed feedback - we appreciate your assistance. And today: The only way for me to provide a breakdown of the charges is after I adjust the system. I have given you the total adjustment that we are willing to do and see no reason as to why you are unable to accept based on that. As described in my first mail - all charges were valid and were billed according to what you had reserved therefore my indulgence is due to customer service and not any fault of Woodford. Refer to your original booking. Upon collection of the vehicle this is the same thing that you did - failed to make a decision and left the matter open so that you may negotiate according to your liking upon return. At this stage it seems that nothing is good enough for you - I will therefore leave this matter as it stands. Should you wish to accept the agreed adjustment then please contact me - alternatively you may refer the matter but please note woodford has billed you 100 percent in accordance to your reservation I AM NOT SURE HOW TO MIVE FORWARD FROM THIS...

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