Woodford Car Hire - Extremely Horrible Service
I rented a vehicle from the Woodford at ORT last week Tuesday 19 April 2016 . I dealt with a gentleman called Suhail at the counter. Whilst dealing with him, I noticed on my invoice that I was being charged R30 per day for E-tolls. I questioned Suhail around how was it established upfront that I would cross an E-toll and he just said it was standard policy. 

So, whilst other car rental agencies wait for the bill for the E-tolls, Woodford car rental charges every customer a blanket charge per day profiting overall. 

So, I then checked the Policy wording on my contract and it was very specific to say that any surcharges from E-tolls will be recovered. So, I challenged three things with Suhail:

1. The blanket charge of R30 per day and how this was arrived at
2. The contradictory policy wording in terms of E-toll recovery 
3. The fact that the blanket R30 per day E-toll charge was not disclosed in the Terms and Conditions or when the car is booked

Suhail, then said he would raise it with Head Office and get back to me. There was no end date this "get back to me". So, I asked him to get back to me by the end of the day. By the end of the week, I had no reply. I also further realized that I was being charged R30 per day but there was no E-tag fitted in my car. 

 I went back to Woodford to query this with Suhail and find out the feedback from Head office. Suhail was busy attending to a customer telling her that her eyes look chinese in her ID document (sic).  Upon arriving back, Suhail did not have an answer for my from head office. He claimed he sent an email to head office but could not show me the email when requested - blatant lie.  

He then did the following: 
-  Called me a difficult customer to my face 
- Said I am the only customer squealing to pay the E-toll
- Question why as a customer I did not pick up this false charge earlier
- Then called Owais and proceeded to call me difficult to Owais, in front of me, and then did not even explain properly what the issue was. 

It was then concluded that Owais would get back to me regarding this. To date, I have not heard from him. This is horrible pathetic service. Suhail's manner of handling a valuable  client is really unacceptable. I have hired almost 25 times from Woodford in the last 6 to 8 months and my experience with Suhail and Woodford was terrible. 

Suhail, further went on to say that 99.9% of their customers are international customers. So from that I assume that i am the 0.01%South African. I really am not sure what to make of the this random made up on the spot stat provided by Suhail. 

So, my question is - What is going to be done to remedy to situation? What is going to be done to enhance Suhail's capabilities of dealing with a client (apart from telling a client their eyes look Chinese)?

Take a look at your competitors Woodford. Fast, efficient and professional service. 


