CarTrawler
reviews and complaints

I rented a car on the website of Cartrawler on 08.07.2019 for Rhodes pick-up at 10/07/2019. As the insurance company sent the policiy immediately, the fee war taken from my account I waqs waiting for the car at the ordered time. As I had not even the name of the Cartrawler or the supplier AVIS I started my investigation at AXA, who informed me. As I first contacted Cartrawler they asked for the confirmation number, which was given for me by them first on 18.07.2019 after returning to home. My Booking number was GR637137550. When I had access to my booking I realised, that the pick-up location was others, than my hotel Kresten Palace. I have a long correspondance since than with always different (virtual?) customer support representatives, who are not supporting me but embarassing with their [censored] fairy tales. There is no access, e-mail or telephonhe to the company to find a responsible manager. It is obvious, that I the Confirmation was not sent to me within 24 hours as it is in their Terms regulated, I was not in the position to correct the pickup location and they are sitting on my money witout any step forward returning my money! It is a nightmare not a competitive customer-friendly handling of a prooved claim.

Am 4.8 .2019 kam ich an in Amsterdam und wollte mein gemietetes, bereits bezahltes Auto (244, 79€) abholen.
Ich musste noch einen Versicherung abschliessen und konnte dies nur mit Kreditkarte bezahlen. Die Pincode wusste ich aber nicht weil ich dieser nur von zuhause aus benutze. Da ich krank war und meine Stimme weg war hatte ich keine Chance etwas zu unternehmen und der Mitarbeiter und ich habe beschlossen den Mietvertrag zu stornieren. Jetz wäre ich froh mein Geld wieder zurück zu bekommen.
Wie können wir das regeln?
Mit freundlichen Grüssen
Kirsten van Laatum
Bodenacker 10
8046 Zürich
[protected]@hispeed.ch

I have just cancelled my booking FR424542960 as I was told by a Cartrawler support person that the final payment for the vehicle I was hiring would not be taken from my credit card until 12-05-2020 and would only be the balance due as a deposit of $668.50 had already been deducted from my credit card when I originally booked a vehicle FR423479560. However, not only has a deposit of $668.50 been deducted from my credit card BUT ALSO an additional amount of $1068.77 (being the actual cost of the car hire) has been deducted. I therefore demand a TOTAL REFUND of $1068.77 + $668.50 = $1, 737.27 AUD to be paid back to my credit card. I am not travelling until May 2020 and was told the difference would be deducted on 12-05-2020 however the ENTIRE AMOUNT had been deducted from my credit card PLUS an additional $668.50. This is unacceptable.
Please refund the entire amount of AUD $1737.27 to my credit card asap.
Thank you, Anthony Worthy

I have picked up the car from Madrid Marajas airport and made reservation through CarTrawler. I have payed 152 Euros in advance as requested and in the moment of my arrival to the desk I was charged 300 Euros instead of the 61 Euros and I was also told that when i drop off the car at Barcelona there will be other 311 euros to pay (if pick-up and drop-off location is different i am charged 50 Euros, I'm ok with that - but even so I can't imagine what are these costs!)
I have tried to call them but no-one answers, can anyone provide an e-mail address ?

Thank you

Booking number CA41982900, we reserved a car to be picked up on Aug. 18, 2019 at the Edmonton Airport, Canada, from Routes Car Rentals. We had reserved a Toyota Yaris or something of a similar class. When I arrived they only had pickup trucks available at a much higher rate. The rental agent at Routes Tracy Bartlett cancelled my reservation with you and promised there would be no charge. She can be reached at 1-780-955-2224. When we received our credit card statement a charge of $371.63 was appplied to it. We would like this charge removed as we were left without transportation and had to make other arrangements. A dispute will be put against this charge with our credit card.

Hello,

I have an unauthorised charge for car hire that was made from the following card:

Card No. № 553691******4118
Card owner name - Ivan Maslov
Amount charged - 24.69 USD
Date of charge - 20.08.2019
Payment to ET *CARHIRE [protected] IRL

I received a report from my bank on charges, and found this 24.69USD charge to some carhire CarTrawler (or Argus), in Hungary. I did not book any car for that amount, have no bookings or any messages to my email box whatsoever. I have contacted my bank and get information on where did this money go, turned out it's CarTrawler.

24.69 USD has been unfairly taken from my card for the car I've never booked (and seen) and I demand it back. Otherwise I will have to escalate my complain to depute resolution service.

Hope you will help to resolve this issue.

Thanks.

Ivan Maslov
Tel.: +[protected]
Email: john.[protected]@gmail.com

Hi,
After having taken airline tickets with Norwegian Air Shuttle I ordered a rental car through the link they give which gets you to the site of CarTrawler.

There I filled in all spaces - including flight number (DY 1603), arrival time, pick up time etc and ordered a car from Hertz - reservation number NO633857910

I got a voucher sent back whith all the info.

Because I had a credit card problem I tried to call Hertz Gardermoen as from Friday 16th of August on the number given on the voucher - +[protected]. During the next 3 days I always got the same answer when I phoned: "the lines are busy, thank you for calling back later".

In my desperation I called Hertz Norway on Monday 19th of August and got my credit card problem solved and even did an online check-in for the car so that it would be quicker next day.

They told me the phone number on the voucher from Car Trawler was completely obsolete (SCRAP number +47 [protected]!). The actual number is now +47 [protected].

Next day, Tuesday 20th of August we landed at 23:30 (10 min delay) with DY 1603 - I rushed down and was at Hertz at 23:50 as stated as pick up time on my voucher.

NOBODY.

Nobody was there. Another couple came to pick up their car - same problem.

After a lot of searching, trying to find a phone of Hertz working at midnight (impossible) +++ we ended taking a taxi costing 434 NOK to the closest hotel, took a room for me and my daughter costing 1295 NOK. Slept a few hours until 06.50 when the other couple paid the taxi going back to Hertz at the Gardermoen airport, opening at 07.00.

There the employee said that they had NOT our flight information and that was the reason why they hadn't stayed waiting for us.

Since they state that the reason is that you did not communicate the flight number as a reason for not staying I hold you, Car Tawler as responsible for this incident.

I therefore ask you to re-emburse my expenses of a total of 1729 NOK.

Regards
Christine HOLO
mail cricri.[protected]@yahoo.com

Arrived to collect car at Durban airport 26th August 2019 around 19h30, with requirement from Hertz to take R17, 000 hold on credit card, despite having insurance on the vehicle. Then extremely unhelpful 'chatbot' exchange to try to resolve and cancel, even more unhelpful staff at the Hertz counter.

Booking Number:
ZA432154240

Desirable resolution is no charge and booking is cancelled immediately.

We arrived according to schedule at Bucharest Otopeni airport on Wednesday July 24th 2019 at 13.10. We went to Magrenta's office ; presented our voucher RO501804470 and a credit card. They tried to register and use it three times and told us they couldn't get through. I had another credit card with the same name on it but they didn't want to use it. They told me it wasn't possible to do it with this one as the number on the contract was with the other one. So they refused to rent us any car and let us down.
When coming back home in Belgium, we complained and asked a refund to Magrenta agency by mail. They told us to ask it to "the booking website where we made the reservation".
We are looking forward to a total refund of the booking made on January 25th 2019.
Please revert.
Christian Vanhoof

I have had a horrible experience with CarTrawler. I originally made a booking through Expedia only to find out later that Expedia outsources their car rental bookings to cartrawler. I used Expedia to make an online booking for a car on August 11th 2019 (Booking Reference Number: US648322270, Confirmation no. [protected]). I'm a resident of Singapore so it was the Expedia.sg website but actually the booking was for use in the USA. I am also a US citizen. After making a booking through expedia (but prior to paying the amount for the rental), I contacted CarTrawler's online chat agent through the CarTrawler portal asking if I could use my USA official valid driver's license as a valid document (I have an international driver's permit as well). The agent from CarTrawler told me this was absolutely acceptable and as long as I presented this USA license along with a valid credit card in my name, I would be able to rent the car from the third party Car dealer (in this case, Europcar). After receiving this information, I went ahead with paying the full amount of the booking. Upon arriving at the Europcar counter in the USA at the appropriate car pickup time, the agent from Europcar informed me that they would NOT in fact accept my valid USA driver's license and required an international driver's license, even though this was not stated on my rental agreement or my voucher. I pointed this out to the agent and attempted to contact both Expedia and Europcar to get them to explain to the agent that I was told my USA driver's license would be sufficient. I did not have my international driver's permit with me and the agent at Europcar would not honor the agreement and Cartrawler would not cancel my original booking because they said I was a "no-show" despite having documented evidence of being at the correct car rental agency at the correct time with the necessary documents. I have tried to contact cartrawler's customer care agents through their web portal but no live online chatting option is available after the booking is completed (only useless chatbots are available). There is no number to contact on the website either. Needless to say I am contacting my bank and credit card agency to initiate a fraudulent charge case against this company for failing to deliver on goods/services that were promised for payment.

Hello,

I booked a hire car to pick up today at 1400 and leave back on 22nd August. Today I arrived to pick up the car at 1530 and I was told that my car had been given to someone else, even though I had paid in full for the entire rental period.

I was then told that even if I had been on time I still wouldn't have been given the car because I needed a work contract, and various other copies of documents which I wasn't previously made aware of. The booking confirmation email stated documents like passport, driving license, booking confirmation and a credit card, which I brought with me.

I asked when the next car would be due and he said not today and not tomorrow. Refund? Nothing! I also paid money on excess insurance which cannot be refunded.

This wouldn't be so bad if I could get the car tomorrow morning, but he said there would be nothing then either! Plus some of the documents which they require are impossible for me to get.

Is this a joke? I would like a refund in full please.

Kind regards,

Marzia Cestra

We arrived at Alicante airport at 10 pm on 14th August and had Pre paid (what seemed to good to be true) a deal for a hire car through kayak.
When the booking was made a car pick up
Time was already in the time
Box of mid day and the website would not allow us to change this to later as our flight was not due to land until 9.50pm
When we arrived at the stand we gave our booking reference and were told if not collected within 6 hours of pick up time the offer had expired and was no longer valid.

We were travelling last minute after the death of a friend of my husband and were going to visit family. We arrived with 3 children (of of which has autism) we were told we would have to book
A whole new car and had to pay over 300 euros to get a car
We only had 380 euros spending money and this went on the new car.
I feel that these cheap
Deals you advertise have so many tiny claws in the terms and conditions that you do them on purpose to catch people out when it's to late for them. I have since read other reviews and see these claws have caught out several people hiring out cars from your company
As a family we wanted to escape for a few days following a stressful time prior to attending a funeral. Yet this has caused stress and upset and meant we have very little money to do anything whilst here in Spain. I have attached proof of my spending on the new car

I understand that 90 euro will be returned to me
On delivery of the car back to the airport however as I am sure you can imagine I am skeptical of a claws that will mean I won't see this money again! I look forward to hearing from
You as soon as possible
Danielle And Thomas Dugdale

I am writing to you to raise an issue about: Car Hire

The issue that I have experienced was: My Husband and I flew from London Stansted Airport on flight FR2612 to Santander Airport on 26.07.19. We had pre-booked our car hire through Ryanair and was due to collect the car on our arrival at the airport. The car hire booking number is ES633811590.

The flight was scheduled to land in Santander at 21:40 pm and we were due to collect our hire car at 22:30 pm. The flight was delayed and did not arrive into Santander Airport until 23:40 pm. We went to the car hire collection point as indicated on the paperwork expecting a representative to be there, which was also stated on the paperwork. There was no representative present and the Ryanair help desk was closed. We attended the help desk in the Airport where the staff telephoned the numbers on our paperwork where we were advised that the Car Hire desk was closed and would re-open in the morning. We had planned to travel to Santillana Del Mar where we had booked a hotel, but due to not receiving the transport we had arranged, we had no alternative but to book into a hotel near Santander Airport so we could collect our hire car the following the day. Two taxi journeys were made, one journey to the hotel, and one to return to the airport the following day, which was an additional expense we had not factored into our holiday.

On arrival back at the car hire desk on 27.07.19, I showed staff the voucher I was emailed which confirmed my car hire booking. A number of calls were made to the help desk telephone numbers, which were stated on the paperwork, and they again advised that I did not have a booking. I had all the relevant paperwork for my car hire present at the airport and had pre-paid for the car and for extra insurance. The Ryanair help desk in Santander Airport advised us that there was nothing they could do, even though I had booking confirmation of the car hire, and provided me with the complaint procedures information. As a result of this poor customer service, we had no alternative but to hire a car from a different company.

I have detailed below the extra expenses incurred.

• One night in a hotel at Santander Airport which cost €105.
• 2 taxis to and from the hotel in Santander which cost €16 each way, therefore totalling €32.
• Hire car, plus car insurance, which cost £206.99

It occurred on: 26/07/2019

This meant that This situation was far from ideal and has caused us both a significant amount of stress as well as being extremely costly.

I would like a refund for the hire of the car, extra insurance and for the extra hotel night.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Pauline Teasdale

Booking reference number ES633811590

I submitted a request and paid for car hire at Palma airport on 13.08.2019 at 17.30. The booking was ES424044000. However, the confirmation was made to the named driver [protected]@gmail.com, NOT ME, at 17.58 who was unaware that I was booking a car. I received nothing until 19.17, when an email arrived saying that my booking had not been completed and needed to be submitted. I went through the process again, and again, confirmation was not sent to me but the named driver. This policy was ES424197120. At this point, I realised that was a sort of scam and that I had been charged twice for the same booking. I cancelled the second policy at 21.16 on that same day, but, apparently, I am to lose a £20 deposit for Cartrawlers 'scam'. On realising this, I have also cancelled the first policy this morning. I would like the return of ALL my money following this underhand practice. Thank you.

Dear Sirs,

I would like to list some reasons WHY I will NEVER use GREEN MOTION rental company and your SERVICES (you have a contract with this kind of funny rental company).

on day August the 3rd, early afternoon, I approached the airport office of Green Motion. After some considerable waiting time, and employees discussing between them in Greek, I have been offered a VW UP instead of the Fiat Panda agreed. No reasons and no other choices. Young lady on charge, don't know the name, red long hair, quick and basic way to behave, walked with us to the car. Car was covered of scratches and little damages, some of them roughly repainted. Dusty interiors. Remote control almost destroyed, hard to push the buttons to open/close. Noisy tires. Particularly one rim cover missing, rear left. We took a note of all body damages, then I said... the rim cover is missing. Lady answered... rims are rims, no problems. We left, tired after the flight. On the way back, on August the 10th about 12:00, we drove to car return slot... and we were welcomed by a very rough guy, unpolite and uneducated, he went straight to the wheel and he said... you lost a rim cover you will pay. I said that I informed the lady before to leave about. He replied laughing and saying that he doesn't give a damn about the lady and ladies talk and talk but fact is that I have to pay. Really unpolite and basic. A supervisor from Green Motion took over the case, he has been more kind, but I and the lady travelling with me have practically been treated like liars, everybody shouting. I was mad about, so we went again to the office to clarify. We lost a lot of time with risk to miss the plane. They said that they don't believe, the lady with red hair, I think Heleni, was out of duty, they made a couple of calls, in Greek, finally they said I have to pay. I paid 40 euro for something I didn't do. Now I don't care about the money. I care about the treatment and the Whole procedure, unbelievable, the poor level of some of the employees, and poor level of car, compared to price paid.

Of course, I don't have any document or proof I am right. Just my word and the person travelling with me's word. So fine, I have been cheated of 40 euro and that's it. But you lost a customer and I will talk about this story with all friends looking to get an Holiday in Crete.

This is why it was the LAST TIME I used your services and your company. I will also write to Ryan Air which suggested your rental service.

I repeat, simply unbelievable.

I Wanted to get my car at malaga airport (already payed). At the counter I was told that I have to pay 225 euro, otherwise there was no insurance. I wanted to cancell tje car, but there was no help at tge desk. Make a phonecall to ireland! I tried to cancell the booking in my Account, but no chance. I went to another company, bye bye 300 euro
Image:the paper with nizza cars new numbers

On the 22nd May I made payment of £355.86 for a rental of a car in Spain at Malaga airport from the 1/07/2019 - 12/07/2019. That was it assumed all was paid for. Yet on the 1st July arriving at Malaga airport we made our way to the car hire desk only to be told that we had to pay another £336.98 for the car if we did not pay they would not give us the keys. We said that we had paid already but that was not good enough, that did not cover for the car hire apparently. What was we meant to do but pay, two single mums with 4 children between us with one only being 3 1/2 and it was about 10 o'clock at night. My sister had no extra money to pay and the only money I had was for rent of my house that was going out while on holiday but I had to use some of it. I got in touch with Ryanair as I booked through there app but they got back and said it was nothing to do with them, I had to get in touch with you. We was told by Goldcar NOT to hire a car through you. I do not understand why we had to pay altogether £692.84 for one car for 12 day. I am also getting in contact with trading standards.

Katherine Large

Bookingnumber:IT636659470
Approval number: [protected]
According to the policiy, main driver of the car and creditcard owner must be the same name. When we wanted to get our car, we didn't receive the care because we were mistaken about cardriver (Jens Gaethoefs) en creditcard owner (Lore Palmans). Europcar, the intercompany, didn't help us for getting a solution. I called CarTrawler immediately, they said they couldn't change it anymore. All the time, they fell back on the policy, but apperently they don't follow the policy theirselves, because they did take my money on my credit card whithout checking the name of the cardriver and creditcard holder. Me and Jens, we had both our driving license with us, so they could just change the name, but they didn'nt want this. I even proposed to pay more for this, but they didn't wanted to do anything. No help of Europcar or Cartrawler. Both of then said that the other company must make the change, so working with an intercompany is just not ok. As a result, we had to book another car. Since they took my money on the credit card, but no car has been given to us, I want to have my full money back.

I booked a holiday transfer for my family when in Spain this year. we have 5 children and planned a holiday to celebrate my birthday. we arrived at Alicante only to find out no driver had come to pick us up. after 2 hours stranded in airport making several calls to Car trawler and the local transfer company they had used we were told no informartion had been passed on and noone was coming to get us yet were happy to have taken our 150 euro.
we were left in a horible situation with 5 young children to pay private taxi costing 200 euro one way to our accomodation. I logged online claim and tried several times to speak to anyone to help with no success.
we then had to pay again further private tranfers to take us back to airposrt as yet again they did not send anyone to take us back almost missing out flights
over a month now since this ordeal which quite frankly caused a lot of anxiety to the family. i have been lied to on the phone advised it takes 20 days to investigate what took me a phone call. finally recieved an email no apology just saying I would get my money back no compensation and this would be in 10 days... 10 days later no money and after several phone calls keep being told its being processed and no one can tell me when i will get my refund. refuse to give me thier names when i call refuse to tranfer me to the finance team or any supervisor.
I have never in my life seen such shocking business and customer care I am left wondering if I will ever get my money in what transfer should have been 150 euro has now cost me 550 euro.
appauled and disgusted they show no remorse on the phone when speaking to you just contsnatly put you on hold and repeat only what i can assume is off a script

REF: GB650936270 I was supposed to pick a car on the 3rd of Aug from Europ car, but when i got there they asked me for my NI no which i didn't have and declined giving me car. they said i will be refunded by car trawler because they could see my reservation but the money is with your company. kindly refund my money because it says money will be refunded in 48hrs. Thank you