Value Car Rental Reviews 

Reply from Value Car Rental

Mar 2, 2018

Dear Mr. Nicolas Lehel,

Thank you for your rating.

Apologies for the fact that you are not satisfied with our service.
We have investigated your case and all the previous email correspondence and it is a pity that you had a breakdown with the battery of your rental vehicle.
We obviously compensated you for all the repair cost plus missed rental days and on top of that we added an additional compensation of EURO 250 for all the inconvenience caused.
Apparently, this was not enough for you as you insisted on more compensation, which we unfortunately not granted. We assume that because of not getting the compensation you insisted, you probably feel being treated disrespectful, which we completely disagree with. You surely are treated as a respected and valued customer.

We have checked the technical and organizational details with our staff and the responsible management and will herewith inform you about our findings.
The car has been returned from the previous rental on 05.01.2018 and according to the related job card, the car went to our workshop for a technical inspection and maintenance service on 07.01.2018. The Jobcard shows all checked items plus the maintenance and repairs done to the vehicle. Moreover, we have send you the battery test report by email, which showed that the performance of the battery was sufficient at that specific moment.

The fact that the battery died during your trip is unfortunate, but something that can happen. The fact that there was not enough distilled water in the battery should indeed not have happened, but was unfortunately not picked up by the tests in the workshop as the sent report showed.
Apparently there had been some miscommunication between the several workshops and our staff confirmed the workshop in Katima Mulilo beforehand about your situation. That they did not have a battery in stock at the moment of arrival is a pity, but not something that we could have influenced.

I have made a strong point to our staff regarding the compressor. The policy is that the compressors are checked when they are returned and also when they are given out and then it should be tested in presence of the clients (same applies to GPS, systems, SAT-phones, etc.) in order to show and proof that it is in a proper and working condition. Unfortunately, I have not been able to determine if that had happened or not. In theory the compressor could also have been broken during the trip or because of misuse. In this case, you receive obviously all benefit of the doubt, and we guess that the employee who gave out the vehicle failed here. Surely, the compressor was not in a working condition when you returned it.

We also understand that you have had experienced some rains during your trip. And it is unfortunately a fact of life that the roof tents and not completely waterproof, despite the fact that we treat them on regular basis. I am not exactly sure where the tent was leaking and if it was properly pitched up, but we did not discover and visible malfunctioning of the tent when it was returned. Water in the canopy in something that cannot be prevented completely to. An overpressure system is used in order to keep the dust and water out as much as possible and for that the hatch should be kept open at all times. In case of closure, this has the opposite effect and will such water and dust in.

Looking at all events and facts, we are of the opinion that the compensation granted to you is sufficient for the inconvenience you experienced.

Despite the inconvenience you had, we still hope that you look back to a good holiday trip in Namibia.

Reply from Value Car Rental

Oct 24, 2017

Thank you for your reaction.
We are sorry to hear that you were not completely satisfied with our services.
Surprising it is to hear that you had so many difficulties with closing the roof tent as this happen to be a very easy exercise, which is explained by our staff in detail, when the vehicle got handed over.
With all respect, I guess that you might have done something wrong here or maybe you have left your bedding and pillows in the tent when closing it?
Each client receives one duvet and one pillow per person, which is obviously washed in our own laundry department. I am shocked to hear that it was smelly and will take it up with the laundry staff.
However, it can of course also be that we use another brand washing powder then you are used to at home;-)
Good that you brought your own sleeping bag as nights can indeed be cold in wintertime. If you had asked for an extra duvet, then that would obviously not have been any problem.
We are glad to hear that the 4x4 was in good condition and we hope that you look back on a great holiday in Namibia!