First Car Rental
Unacceptable Service Received

When we arrived to collect the car, the lady indicated that there wasn't a car available. Without explaining what the issue was, she ran around attempting to make phone calls to have the issue resolved. It wasn't until 20-30 minutes after the fact that I asked what the problem fully was.

She eventually got a hold of her supervisor, and they had a discussion detailing that since our class booked isn't available, they would downgrade us (I believe the class discussed was from "R" to "W"). We agreed to this "downgrade" as the lady told us that she would contact us the next day to arrange for the cars to be swopped.

However, we did not receive the phone call, and I phoned First. The different lady then asked me what car we have, and she then said that since it was a Nissan Micra, it is class "B", and we booked a B Class, therefore we have the correct vehicle.

Now, my complaint stems toward the unacceptable waiting that happened, even though there was in fact a car class B available, and even if a car wasnt available, why didnt anyone know how to resolve the matter instead of waiting, and if we book at car to collect at a particular time, I expect to collect it at that time.

Company: First Car Rental
Country: South Africa
City: Cape Town International

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