Unacceptable Refusal to Honor Staff's Billing Promise

I am submitting a formal complaint regarding Woodford Car Hire's failure to honor a commitment made by its on-site staff, resulting in an incorrect final invoice.

My initial rental agreement (RA: DURT81-120708) was planned for two days. Due to an unforeseen flight change requiring an earlier return, I discussed the billing with the Woodford agent at the terminal after dropping off the vehicle and receiving the initial statement.

The Agent's Promise: The agent, having consulted their manager, explicitly assured me that the final invoice would be corrected to reflect the original two-day charge, thereby honouring the agreed-upon rate and mileage allowance.

Management's Denial: Following up with Customer Care (T****), I received a response stating that management believes I "misunderstood" the agent, and they are refusing to adjust the final bill based on the company's automated 24-hour cycle and terms and conditions.

This constitutes a clear breach of trust. When an authorized staff member, following consultation, provides a direct commitment to a customer regarding final billing, the company is obligated to honor that promise, regardless of internal system limitations. Shifting the blame to the customer for a "misunderstanding" or to the system is an unacceptable failure of service integrity.

I formally request that Woodford Car Hire uphold the agreement made by the staff member on the ground and issue an updated final invoice reflecting the promised two-day charge.

Status: Unresolved. Woodford is currently refusing to honor their agent's verbal commitment.