Unprofessional Conduct, Miscommunication, and Breach of Service Standards - Extreme Car Rentals Durban Branch

I am writing to formally raise a serious complaint regarding the conduct, communication failures, and lack of professionalism I experienced with Extreme Car Rentals during the attempted extension of my 8-month rental contract.

I have been a paying customer for over 8 months, with a full-term rental valued at R10,500 per month, totaling R84,000 to date. I had every intention of continuing for a full 12-month period—amounting to R120,000 in business. However, due to your staff’s poor service, unclear communication, and the outright disrespect shown by your manager Rakesh, I am now terminating any future business with your company.

In the 8th month of my contract, I was hospitalised and unable to come in personally to renew the contract. I communicated this to Brent via WhatsApp and asked if someone else could bring in the vehicle and handle the extension. Brent responded that an additional driver would need to be added for someone else to drive the car. I then responded that if that is the case, Extreme Car Rentals should collect the vehicle from me and end the agreement.

Brent rep**** that I could send someone to make payment on my behalf—without making it clear that the same "additional driver" requirement still app****, even if the vehicle was being driven just for inspection and payment. This lack of transparency directly led to unnecessary issues when my husband took the vehicle to your premises. He was told he needed to pay both for the extension and to be added as an additional driver, even though he had no intention of continuing to use the vehicle.

When I called your manager, Rikash, to express my frustration and get clarity, I was met with unprofessionalism and blatant disrespect. He interrupted me and aggressively stated, “Do not raise your voice at me or I will cut the call.” I was not screaming—I was speaking in a firm tone due to the completely avoidable confusion caused by your team’s failure to communicate clearly. Rakesh also claimed to be unaware of your own company's policies regarding extensions and vehicle inspections, which is completely unacceptable for someone in a managerial role.

To make matters worse, Rakesh arrogantly stated, “You are paying for a service and not getting it for free.” While I am indeed paying for a service, perhaps your staff should be reminded that paying customers are the reason they are employed and receive salaries at month-end. That statement alone shows a complete disregard for customer loyalty, care, or professionalism.

This experience has been disgraceful. I have upheld my end of the agreement for 8 months and deserved basic respect, transparency, and assistance—especially under unavoidable personal circumstances. Instead, I was met with condescension, misinformation, and financial exploitation.

I sincerely hope that, moving forward, your management—particularly Mr. Rikash—will recognise the importance of delivering respectful and competent service to long-standing, paying customers. No customer should be made to feel dismissed, disrespected, or misled after months of consistent business. Basic professionalism and clarity should be the minimum standard.