MONDER RENTAL CAR CHARGED ME FOR DAMAGES I DON'T KNOW OF

Good day,

I was involved in a car accident, and my insurance company provided me with a rental vehicle while my car was being repaired.

On 22 April, I returned the rental car to the Mondeor branch in the morning. The vehicle was inspected at the branch, received by their staff, and I left it there. At that time, I was informed that the car was in good condition.

Later that same day, at around 14:00, I noticed that I had not received any proof or confirmation that the vehicle had been returned and received in good order. I then called the Mondeor branch to follow up. They asked for my email address and later sent me a receipt confirming that the vehicle had been received in good condition and that I would be refunded my R2000 deposit.

However, the following morning, I received a call from the Mondeor branch. I was informed that the rental car had damages which they had only discovered the next day. I immediately questioned how this was possible, as the vehicle had already been returned, inspected, and accepted by their staff the previous day with no issues raised.

When I asked who had inspected the vehicle, I was told it was the same staff member. I then asked how damages were only noticed the next day when the car had already been in their possession overnight and had initially been accepted as being in good condition.

The staff member then asked me to come to the branch to view CCTV footage. Unfortunately, I informed him that I was at work and unable to come in person. He then asked whether I had WhatsApp on my number, and after I confirmed, he said he would send me pictures together with the footage. Before this, he had also claimed that he had tried calling me the previous day, but I informed him that this was not possible because I had already spoken to the branch later that same day and had even received the return receipt by email. He seemed surprised when I explained this.

After that conversation, he only sent me pictures of the alleged damages via WhatsApp. No CCTV footage was sent, and there was no further communication from the branch.

Later, I began receiving notifications stating that I was being charged for damages to the vehicle. I contacted them several times, but I kept receiving unclear information from different staff members, and no one could properly explain how the damages were determined after the vehicle had already been accepted and signed off in good condition.

Last week, I called the contact number shown in the notifications. I was advised to submit everything in writing together with all my supporting proof. I did this, and I received a response confirming that my case would be investigated.

However, the following day, I received another notification stating that my account was being handed over. I immediately took a screenshot and sent it to them, but I received no response.

I then called again yesterday and was told that they had forgotten to freeze my case while the investigation was ongoing. I raised concerns about what impact this would have on my name and record, but I was told that I would still be handed over.

I am extremely concerned because the vehicle was returned, inspected, and initially accepted in good condition. The alleged damages were only raised the following day after the vehicle had already been in the branch’s possession overnight.

Kind regards Ms LN Nkabinde