Stay away! Invoice Altering and Poor Customer Service

I am writing to express my serious concerns about my recent experience with Trailarent. My name is Jacques Rossouw, and along with Janine Swanepoel, I rented a trailer from Trailarent on the 3rd of July 2024 at 15:11, returning it the following day before 16:00. Our experience has been nothing short of a nightmare due to several discrepancies and issues related to the invoice and subsequent charges.

Here are the major issues we encountered:

Invoice Discrepancies: Upon hiring the trailer, our invoice stated the trailer number as 764, and no checks were conducted with us at that time. When we returned the trailer, again, no checks were performed. We were later contacted and informed that the spare wheel was missing, followed by an invoice for R1800 to replace it.

Altered Invoice: Upon requesting the original invoice, we received a photo showing multiple changes and alterations. The trailer number had been altered, and there were no initials from us acknowledging this change. The checklist on Trailarent's copy was filled in, while ours remained blank. Notably, the item "Spare wheel given" was initially marked "yes" and then altered to "no."

Unclear Video Footage: The video footage provided to us does not clearly show the trailer number, making it difficult to verify that the footage corresponds to the trailer we rented. This raises serious doubts about the authenticity of the evidence provided.

Poor Customer Service: Despite requesting the contact details for Trailarent's head office and their legal representatives three times, we have not received this information. Instead, we have received voice notes threatening that we are being handed over to attorneys, that our credit records will be negatively affected, and that we are banned from hiring any trailers from Trailarent in the future.

For your reference, we have photos of the invoice highlighting these discrepancies.

This experience has been extremely frustrating and unacceptable. We request a thorough review and explanation of the changes made to the invoice, clear and verifiable evidence regarding the spare wheel's status at the time of return, and the contact details for Trailarent's head office and legal representatives.

We believe these steps are necessary to resolve this matter fairly and transparently. We look forward to Trailarent's prompt response and cooperation in addressing our concerns.

This kind of service and treatment is completely unacceptable, and we advise others to be cautious when dealing with Trailarent.