Dear Sir,
Thank you for giving us the opportunity to reply. The Shotanus indeed booked a Toyota Hilux 4x4 with us, Impala Car Hire, for the said dates. A week prior to their rental commencement we contacted them telephonically informing them that the booked vehicle would not be ready on the first day as planned.

As clients, the Shotanus have rented from us previously. We kindly asked the clients if they would be willing to take a VW T5 as a replacement for the first day to which they agreed. The booked Toyota Hilux 4x4 was delivered to them at the Waterberg early on the morning of the second day of their trip.
The Toyota was in a perfect condition, both cab and undercarriage.
Unfortunately a car rental company does not always know the itinerary of a renter and a large group of renters does not even have a pre-organized trip. If we would have known that the Shotanus intended to travel on the “road” between Ruacana and the Omarunga Camp along the Kunene River, we would have advised them on the conditions that “road” can be in at times: detrimental to the vehicle.
Nevertheless, the Shotanus signed the rental agreement with Impala Car Hire for the said Toyota Hilux 4x4 on whose agreement it is indicated that the “missing tools” were in the vehicle upon hand-over thereof. The wheel spanner and cranking handle for the jack (which is one item….) was in the tool compartment. Upon delivery of the replacement vehicle (another Toyota Hilux 4x4) to the Omarunga Camp it was said that the jack of the first vehicle was missing as well. The mechanic checked on this and, strangely, found the jack in its place…
Due to that, the Shotanus drove with a flat tyre; damage was caused to the vehicles break system.  Knowingly driving a vehicle with a flat tyre is gross negligence. Driving on the “road” between Ruacana and the Omarunga Camp probably also caused the damage to the side shaft and radiator.  Unfortunately it cannot be proven at which point of the journey the damage was caused.
The scratch marks on the paint, as well as the damage caused to the undercarriage by hitting huge rocks, indicate that the vehicle was in many cases probably not driven on the road but through the bush.
And this exactly was the argument of Mr. Shotanus when being confronted by myself regarding these damages: “I am certainly not hiring a 4 x 4 vehicle in order to drive on the roads.”
Maybe, for future trips, it would be better, in the interest of the other accompanying passengers, as well as for other tourists trying to enjoy our country, to obtain more information on certain terrain conditions before you travel, and of course not destroying the fauna and flora (not to mention the malicious damages caused to vehicles) by driving off the road.
To avoid further arguments with the client, Impala Car Hire forfeited all charges regarding the replacement (delivery of new vehicle, recovery of and repair to damaged vehicle).
The Shotanus were assisted by Impala Car Hire in a speedily and professional manner at all times.
Such incidents are very unfortunate as it is generally seen that the customer is always right and we, as the rental company, have tied hands due to a lack of proof. It will place us, as the vehicle rental operator, in a position where we see no other option than to install so called ‘black boxes’ into all our vehicles to avoid being fooled in the future.
I thank you for your time.

Yours sincerely,
Mr. André von Flotow
Impala Car Hire