Worst Customer Service Ever

We had the worst experience with Woodford Car Hire King Shaka International Airport. Herewith a letter of complaint addressed to Customer Care on 27 December 2023.

Dear Sirs

I am extremely unhappy with the service from the King Shaka International Airport branch.

I booked a Kia Piccanto with Super Waiver in the beginning of November 2023. The rental period is 26 December 2023 - 2 January 2024. It was also paid in advance on the date of booking.

On 26 December 2023 at 09.15, when we arrived at the airport branch, we were informed that we were upgraded to a Polo Viva Automatic. The car had 15 000kms on. En route from the Airport we stopped at the Shelley Beach Mall. Once we arrived at San Lameer and went straight to the restaurant to have lunch. At around 14.30 we went back to the car. When I wanted to start the car. The car wouldn't start at all and the gear lever was stuck on reverse. I immediately logged a complaint. We were stuck without any transport and the first person that was send out to come to do an evaluation advised the the car need to be towed away and Woodford should replace the car. The car was eventually towed away at around 19.30. We were still without a car. The Manager phoned me during the afternoon and explained that they don't have a car available or drivers to send to San Lameer as it is a Public Holiday. I understood that agreed to the arrangement. The Manager, gave me his cell phone number and requested that I contact him this morning.

I phoned at 08.00 this morning. It was confirmed that the driver will leave within the next 10 minutes. I was at this stage more than lenient.

An hour ago, around 12.15 I phoned to ask where the car was. I was told, also by the Manager, that the car has left but there is an accident just before Scottburgh and there is another delay. I double checked on Google Maps as well as Waze and there was no accident report on either of the maps. Another lie.

At 13.15 I received another phone call from another person. He stated that he is leaving from the Springfield branch to deliver the car. I asked him, who is lying to whom? I phoned the Manager, but he chose to to take the call or phoned me back.

I find this the worst service ever. Myself, the rest of my family have been using Woodford over the past 3 - 4 years. We will certainly not return.

I want clarification regarding this incidence. Failure of which I will make this public on Social Media as well as Hello Peter.

Kind regards Charlotte Van Wyk ***

Herewith the answer from Woodford Car Hire Dear Charlotte. I trust that you are well. We are so sorry you are experiencing this much frustration. This matter has been escalated to the seniors. We will be in touch with you as soonest. Yours sincerely,

On Monday 8 January 2024, I once again contacted Junaid at Woodford Care Hire. Email as below

Dear Junaid

I refer to the below email.

Up to date I had no response from you regarding my complaint. This is unacceptable.

On return of the car it was agreed that I will also be re-imbursed for the 25 hours which I was without a replacement car. This also hasn't been resolved.

Your urgent attention to this matter is highly appreciated.

Up to today, Wednesday 10 January 2024 at 12.46, I have had no response and/or refund from Woodford Car Hire. To say, that I am extremely dissatisfied and disappointed in Woodford Car Hire, is to put it mildly. I will not use them again and will also never refer them to anybody, as I have done quite often in the past.