STAY AWAY FROM THIS COMPANY!
Absolutely atrocious service! Made a reservation (14 days in advance) on the 13/09/20 for car hire on the 01/10/20. Upon receipt of my confirmation I noticed that the vehicle in question was a manual (rather strange as ALL other car hire companies only offer this specific vehicle in automatic). I promptly called them to request an automatic and was informed that they have both manual & auto in the group. I was then put in touch with the branch and informed that I would have to cancel this reservation of I could not have an automatic. I was then emailed a confirmation by the OR Tambo branch on the 17/09 assuring me that an auto will be available for my reservation. 3 days prior to collection I called the branch to re-confirm my request and was given the run around by staff at ORT. I was assured by 'Colin' that as long as I had an email confirming the auto then it would be available upon collection. On the morning of my rental (02/10)/20 I called the branch at 9am for a full 2 hours and nobody answered the call. You get a courtesy message apparently with the 'MD's' direct line to resolve any service related issues. I called and texted the 'MD' (which apparently is a total joke) which went unanswered and no reply to any messages - as expected. I then proceeded to call their national call centre and spoke to a 'Rakesh who put me through to 'customer care', she assured me that the manager would call me within a few minutes. This never happened and a full hour had past. I then called them YET AGAIN where a very irritated 'Rakesh' insisted that the manager of the branch would call me within 2 min and if that didn't happen that I should call him back. He never bothered to call... I then kept trying the branch and finally got through around 1pm - a full 4 hours later! Surprise surprise the agent indicated that no vehicle was even allocated to my booking and that only manuals were available at the depot! Desperate, and with zero care whatsoever from any clown at 'Woodford', myself and the family had to now scramble to had to rent a vehicle with Avis at the last minute and pay the full inflated rack rate without being able to get the 14day advance purchase benefit (bearing in mind this was a +$700 rental) Bottom line this company could not give a damn about customer service or satisfaction. They send you lousy w'app messages with the so-called MD's details which don't even work! DO NOT rent with these people they have no clue about what it like being in the hospitality and service industry.