Woodford Car Hire Worst Customer Service I've experienced In a while.

I booked a V Class online a week prior, paid a deposit secure fee. I drove to The Hilton Hotel in Sandton to go physically ensure that all was well. I booked for unlimited kms with an additional driver as I had to leave then day prior, so my brother would drive the car on the day of collection. When I arrived at Woodford, I was told I had to be present for the car collection, post which then my brother would be able to drive it. I was asked where I was taking the car and I told them (Durban). They then requested some documents as proof of income which I sent as this is the protocol for 1st timers.

After sending the documents I was told I'd get feedback, which I never did. I called in days after to ensure the documents were approved, which they approved. On the day of collection I received a WhatsApp in the morning that my car was ready for collection at The Hilton Hotel.

Upon arriving to collect the car, the Branch Manager now makes a long phone call, post which he asks again where I'm taking the car. I tell him Durban. Then he says the Risk Department had now rejected my car hire application because Durban is considered high risk.

This is after I was approved, told not to leave the day prior as they would need me to collect the car if my credit card was being used, after confirmation on their WhatsApp account that the car is ready, after I drove there days prior to confirm that all was well. I'm sitting in front of the branch manager and he says they can't override the credit department if they say Durban is high risk.

Absolutely pathetic. Why is the due diligence being performed after you've told the customer to come collect the car? Absolute waste of time and an incredible inconvenience.