CarFlexi review: Urgent complaint regarding car booking – request for immediate resolution

I am writing to formally raise a complaint regarding my recent car booking made through Car Flexi, with Carwiz as the service provider.

Booking Details: CF66FE8D

Vehicle: 7-seater van

Booking dates: 26th August – 4th September

Pick-up location: Warsaw Airport

Payment: Full payment made in advance + premium insurance purchased + 6000 PLN blocked on my credit card

On 26th August, I picked up the vehicle from Warsaw Airport and drove to my hotel.

However, on 27th August, at around 10:00 AM while driving in downtown Warsaw, the car suffered a mechanical breakdown. I immediately contacted roadside assistance.

A mechanic arrived after about an hour and confirmed that the car was not drivable and required towing.

I then contacted the service provider again and was told a tow truck was on the way. The tow truck finally arrived only at 1:15 PM, leaving me stranded on the roadside for more than three hours.

Despite repeated follow-ups with both Carwiz and Car Flexi, I was not provided with a replacement car, even though your policies clearly state that in the event of a breakdown, a replacement vehicle will be arranged.

Instead, I was told that the broken vehicle would need to be inspected first, with no clear timeline provided.

This left me with no transportation to continue my trip. Since I had to travel to Krakow the same day, I was forced to take a bus—causing significant inconvenience, loss of time, and disruption to my pre-planned itinerary.

As of today, 28th August, I have still not received any communication or resolution regarding a replacement car or refund. This is unacceptable given the circumstances, especially considering the premium insurance I purchased and the large security deposit held on my card.

This experience has not only caused serious disruption to my vacation but also reflects extremely poor customer service.

I kindly request the following:

Immediate confirmation on the status of my booking and whether a replacement vehicle will be provided.

A full or substantial refund of my booking, as the service I paid for has not been delivered.

Clarification regarding the blocked 6000 PLN deposit.

Written acknowledgment of this complaint and the steps being taken to resolve it.

If I do not receive a satisfactory response promptly, I will be left with no option but to escalate this matter formally, including with relevant consumer protection authorities and by sharing my experience publicly.

I trust you will treat this matter with urgency and provide a resolution at the earliest.

Sincerely,

Vidhi Shah

+91 [protected]

Booking reference: CF66FE8D

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