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CarTrawler Complaints Summary

12 Resolved
454 Unresolved
Our verdict: If considering services from CarTrawler with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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A
1:39 pm EDT

CarTrawler poor service

On the 27th of April, I booked my reservation and I made the payment with confirmation that payment received. When I got to Germany at the desk, I was told that the reservation was not made, that they've received no reference about my reservation. What a waste of time and money ! I want my money back please. I see no reason for keeping my money so long when you have no record that a car was rented to me. Please, Please and Please! I need my refund, thanks.

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5:24 am EDT

CarTrawler my rental car along with 20 other people's cars got towed in a free zone.

I was down at the cannes film fest doing events and meetings. I always make sure to park in a free zone at all time and thats where I had parked with many cars in the same side of street (a free zone) about 9-9:30 I came twords where my car would have been to find not only myself being upset but 20 other peoples cars got towed because there was not enought room for a bus to get threw. I have no clue where they took it. I had no ticket at all. And I dont know how to go about it. Or what to even do.

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2:15 pm EDT
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CarTrawler customer reference pt951800920

Dear Sir

I am disgusted with the service provided by yourselves and Plimgo regarding the return airport transfer detailed below.

It was unclear on the application form whether I should state the pick up time or the flight departure time for the return transfer to Lisbon Airport. It was also clearly indicated the flight number of our return flight.

Because of this uncertainty I enquired with your representative at the airport on our arrival on 29th April. She stated that the pick up time was required. I explained that I had put the flight departure time (13.00) and she would amend the pick up time in Cascais to 10.00 on 6th May. She assured me twice that this had been amended.

On Friday 4th May I telephoned +35191899242 and the man I spoke to assured me that the pick up time had been amended to 10.00.

On the day of our return, the taxi did not arrive at 10.00. I made numerous telephone calls to the above number but it was never answered. As a result, and because I feared missing the flight, I had to contact another taxi company to take us to the airport, which cost me 50 Euros.

Plimgo telephoned me at 13.00 to say they were ready to pick us up. This is despite 3 promises that they would amend the pick up time to 10.00. Disgusting service.

I therefore request refund of 50 Euros to cover my additional expenditure.

I have enclosed a copy of the receipt.

I look forward to your positive reply soon.

Regards

Christopher Holt

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9:44 am EDT
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CarTrawler centauro rent a car

Booking number - R18-139533 + Rental agreement - C18-072764

Lors de la réservation en ligne de notre voiture, Centauro et Cartrawler nous ont conseillé de prendre une assurance avec Allianz travel Insurrance pour un montant total de 88$. Une fois au comptoir de Centauro au Mariott Hotel près de l'aéroport de Madrid, la personne au comptoir me demande si je veux prendre une assurance en cas de dommage causé lors d'un accident. Je lui dis que j'ai déjà payé en ligne mon assurance avec Alianz et elle me répond que Centauro ne reconnait pas cette compagnie d'assurance. Nous avons eu une discussion de 30 minutes sur le sujet. Je lui ai montré les preuves de paiements, la preuve que le site web de Centauro reconnaissait cette assurance. Elle ne voulait rien savoir. J'ai donc accepté de payer une nouvelle assurance. Cela est totalement inacceptable et je demande a être remboursé. Voici la confirmation de mon assurance et le message que j'ai reçu après m'être plaint à Alianz insurance auto.

Voici le texte que j'ai montré à Centauro pour leur expliquer que je n'avais pas besoin de leur assurance et ils m'ont dit que cela ne s'appliquait pas à eux.

TEXTE SUR LE SITE WEB DE MA RÉSERVATION - Une assurance supplémentaire peut vous être proposée à l'agence de location de voiture. Déclinez cette offre si vous avez déjà souscrit l'assurance franchise Allianz par le biais de CarTrawler. Il est possible que l'agence vous informe que l'assurance Allianz souscrite n'est pas valable. Ce n'est pas le cas. Il n'est pas nécessaire de souscrire une quelconque assurance supplémentaire proposée par l'agence de location. Cependant, l'agence de location retiendra une caution sur votre carte de crédit pour couvrir la franchise en cas de dommages ou vol. AXA remboursera toute franchise payée.

J'ai porté plainte par écrit à Alianz et voici ce que j'ai reçu.

- Votre message n'est pas parvenu à [protected]@allianz-assistance.ca, car l'adresse est introuvable ou ne peut pas recevoir de messages.

Re: CTWCA4000003631

Cher / Chère Rene Legere :

Merci d'avoir souscrit par à la protection contre les dommages des voitures de location l'entremise de Car Trawler. Votre certificat comprend une période d'essai de 5 jours à partir de la date de réception. Veuillez étudier ces documents ainsi que les détails concernant la couverture indiqués ci-dessous pour vous assurer que l'information est exacte. Une charge d'Allianz Global Assistance apparaîtra sur votre prochain relevé. Si vous avez des questions concernant votre certificat ou si vous constatez des différences dans votre couverture, veuillez communiquer avec le service à la clientèle Allianz Global Assistance, à [protected].

Le fait de ne pas nous aviser de tous changements requis peut avoir des répercussions sur votre protection.

Votre Page des déclarations vous offre d'importants renseignements concernant la protection que vous avez souscrite. Nous vous recommandons de conserver une copie de la présente déclaration et de la police d'assurance ci-annexée à titre de référence.

J'ai lu, compris et accepté de recevoir des communications de Allianz Global Assistance par courriel. Si vous souhaitez ne plus recevoir de communication par courriel auprès d'Allianz Global Assistance, s'il vous plaît contacter [protected]@allianz-assistance.ca et inclure votre prénom complet, nom de famille, numéro de police / certificat et / ou le numéro de réclamation et votre adresse courriel. S'il vous plaît se référer à notre politique de confidentialité ou contactez-nous pour plus de détails.

Dans le cas où vous devez faire une demande, s'il vous plaît aller à www.allianzassistanceclaims.ca.

Sincèrement

J'espère avoir une réponse - Merci de votre professionnalisme.

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Update by Rene Legere
May 07, 2018 9:45 am EDT

Booking number - R18-139533 + Rental agreement - C18-072764

Lors de la réservation en ligne de notre voiture, Centauro et Cartrawler nous ont conseillé de prendre une assurance avec Allianz travel Insurrance pour un montant total de 88$. Une fois au comptoir de Centauro au Mariott Hotel près de l'aéroport de Madrid, la personne au comptoir me demande si je veux prendre une assurance en cas de dommage causé lors d'un accident. Je lui dis que j'ai déjà payé en ligne mon assurance avec Alianz et elle me répond que Centauro ne reconnait pas cette compagnie d'assurance. Nous avons eu une discussion de 30 minutes sur le sujet. Je lui ai montré les preuves de paiements, la preuve que le site web de Centauro reconnaissait cette assurance. Elle ne voulait rien savoir. J'ai donc accepté de payer une nouvelle assurance. Cela est totalement inacceptable et je demande a être remboursé. Voici la confirmation de mon assurance et le message que j'ai reçu après m'être plaint à Alianz insurance auto.

Voici le texte que j'ai montré à Centauro pour leur expliquer que je n'avais pas besoin de leur assurance et ils m'ont dit que cela ne s'appliquait pas à eux.

TEXTE SUR LE SITE WEB DE MA RÉSERVATION - Une assurance supplémentaire peut vous être proposée à l’agence de location de voiture. Déclinez cette offre si vous avez déjà souscrit l’assurance franchise Allianz par le biais de CarTrawler. Il est possible que l’agence vous informe que l’assurance Allianz souscrite n’est pas valable. Ce n’est pas le cas. Il n’est pas nécessaire de souscrire une quelconque assurance supplémentaire proposée par l’agence de location. Cependant, l’agence de location retiendra une caution sur votre carte de crédit pour couvrir la franchise en cas de dommages ou vol. AXA remboursera toute franchise payée.

J'ai porté plainte par écrit à Alianz et voici ce que j'ai reçu.

- Votre message n'est pas parvenu à travelinsurance@allianz-assistance.ca, car l'adresse est introuvable ou ne peut pas recevoir de messages.

Re: CTWCA4000003631

Cher / Chère Rene Legere :

Merci d'avoir souscrit par à la protection contre les dommages des voitures de location l'entremise de Car Trawler. Votre certificat comprend une période d'essai de 5 jours à partir de la date de réception. Veuillez étudier ces documents ainsi que les détails concernant la couverture indiqués ci-dessous pour vous assurer que l'information est exacte. Une charge d'Allianz Global Assistance apparaîtra sur votre prochain relevé. Si vous avez des questions concernant votre certificat ou si vous constatez des différences dans votre couverture, veuillez communiquer avec le service à la clientèle Allianz Global Assistance, à [protected].

Le fait de ne pas nous aviser de tous changements requis peut avoir des répercussions sur votre protection.

Votre Page des déclarations vous offre d'importants renseignements concernant la protection que vous avez souscrite. Nous vous recommandons de conserver une copie de la présente déclaration et de la police d'assurance ci-annexée à titre de référence.

J'ai lu, compris et accepté de recevoir des communications de Allianz Global Assistance par courriel. Si vous souhaitez ne plus recevoir de communication par courriel auprès d'Allianz Global Assistance, s'il vous plaît contacter unsubscribe@allianz-assistance.ca et inclure votre prénom complet, nom de famille, numéro de police / certificat et / ou le numéro de réclamation et votre adresse courriel. S'il vous plaît se référer à notre politique de confidentialité ou contactez-nous pour plus de détails.

Dans le cas où vous devez faire une demande, s'il vous plaît aller à www.allianzassistanceclaims.ca.

Sincèrement

J'espère avoir une réponse - Merci de votre professionnalisme.

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10:01 am EDT
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CarTrawler avis serbia scam - booked via ryanair

We booked a car at Ryanair website together with insurance. Avis Serbia in Nis Airport was a provider (Booking Reference Number: RS918988640, Confirmation no. 12554172IT1)
When we arrived at Avis desk, they asked if I want to add an insurance and I said that I already purchased insurance with Ryanair so I don't want any other insurance. Milena Tasic was working that day.

When we returned the car they charged us 250euro more for Kasco insurance that I didn't take but for some reason, it was in the contract. At the Avis desk, they said that for sure Milena explained you everything including that Ryanair insurance is not valid.
Milena didn't explain anything and she just inserted Kasco insurance without our approval.

I am asking you to check Avis Serbia as your provider. It is completely illegal to insert into the contract when I explicitly refused it.

It is not the first time Avis Serbia is doing this. I found it on other forums. https://www.tripadvisor.com.au/ShowTopic-g294472-i6206-k10264529-o10-Has_anyone_been_Avis_Rent_A_Car-Belgrade.html

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9:50 am EDT
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CarTrawler wrong arrival and departure time

my Reservation number is PT950166080. Car Trawler states wrong Arrival and
departure time. Car take up at Faro Airport must be on May 8, 19.00 hours
(and not 10.00 hours). Final delivery at Airport to be on May 15, 17.00 and
not 10.00.
I tried via their official site to Change hours, but I always get Response:
We have a Problem and will work on it... but I never get confirmation of
Change of hours.
Pls check and let me know.
E-Mail: hi.[protected]@bluewin.ch

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J
3:28 am EDT

CarTrawler incorrect payment

Good afternoon

After speaking with your assistant, he telephonically advised me to send the email with the whole incident.

What happened was that I was wrongly charged for a car rental in Dubai by AVIS (Cartrweler)

• Car Rental AVIS
the TAP - CARTRAWELER Portal
 Reservation - No. AE92993100
 From 31/3 to 5/4
 Attached file I
• This is the confirmation of Payment received

Payment made with VISA card
 Banco BPI
 No. - [protected]

• Extract Movements BPI Card

Description Transaction Transaction Value
TRANSPORT CARHIRE ONLINE
1931 Card [protected] 288.23 EUR

• Millenium Victoria Gold Card
No. [protected]
the Indebted Debt Accomplished
Value: 294.36 + 8.83 + 0.35 = 303.54

• The last three pages of the annexe contain the following information:
o Check-in and Check-in without incident
 So with nothing to collect
• Last attachment is an open payment for the 1600 Dirhams, should something happen, which has not happened.
The debit amount should not be paid because according to the above information it is an error on the part of the Agency in question.

If it is necessary to complete with some information I am at your disposal.

I await your comment

Best regards
João Franco Martins
Supply Chain
Iberia

Email - [protected]@pt. cciberianpartners.com

T.+[protected]
M.+351 [protected]

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3:02 pm EDT

CarTrawler overcharged and ignored by cartrawler customer service

I made a reservation via Cartrawler, and I never received the original car I paid for and the company (Sixt Dominican Republic) gave me another car which they also charged, so it was another charge from the original reservation. I made contact with customer service from cartrawler and the said the case REF.[protected], DO855708560 was going to be solved in 20 days since February 19, 2018. Cartrawler wanted to make a refund for part of the amount of the second car charged to my card, and I was not pleased with this. You have to refund me the entire first reservation of the car I paid for, not the other that was also charged. Im still waiting another contact to solve this issue. I have emailed cartrawler a lot.

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1:25 pm EDT
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CarTrawler paid to much for car

Clientnumber: ES902314480
On the 14th of april I want to pick up my car by Goldcar in Malaga.
For the car was already paid inclusive an insurance by Axa Insurance.
I arranged that by Cheap Tickets number CHNL-[protected] and paid the car and the full insurance.
When I want to pick up the car by Goldcar they told me that the insurance was not good enough for the car and I must pay 356, 06 euro.
Otherwise they want give me the car.
I didn't want to ruin my holiday and therefore I accepted.
They give me 76 euro back at the end for the gasoline because I filled the tank by myself.
So I paid 280, 06 euro for nothing because everything was already arranged.
I hope you can help me because I feel that I'm robbed.
Regards,
ad

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9:03 am EDT
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CarTrawler refund for a car booked with flizzr that I didn't use

I booked a car through Cartrawler with Flizzr at Bremen Airport. My debit card was not excepted so the receptionist there cancelled my car hire and told me my refund would be in my bank account 'in a few days'. This was on 21.03.2018. I contacted Flizz after two weeks of waiting for my refund only to be told that I would get my refund from Cartrawler. Contacted Cartrawler on their online portal, it won't work. Telephoned on the contact number, still no luck. You are holding my money, I am entitled to a refund. My booking reference is: DE889842120. Terrible customer service

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Update by Doris Diaper
May 02, 2018 5:09 am EDT

After trying to make a complaint on cartrawler's online portal that tells me for the fifth time that 'o0ps there was a problem but we are looking into it', four emails and several telephone calls that were left unanswered... Still no refund and still no contact. Absolutely awful customer service. Thieves, ripp off merchants that keep your money without supplying the service paid for

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4:54 am EDT

CarTrawler driver never showed, nobody answers, no email replies - nothing!

Reserved a pickup from CDG airport online via KLM, but when I arrived no driver was at the agreed spot at the agreed time. Nobody at the company hotline answered the phones either. After an hour waiting I left the airport in a normal taxi.

Also until now, nobody responds to my complaints and requests for refund. The company is keeping my 165 EUR and not even bothering to respond.

This is a huge disappointment and a thoroughly terrible service.
Even worse, that KLM / Air France uses them as a partner.

Absolutely avoid them, use Uber or a normal taxi!

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10:44 am EDT

CarTrawler geld teveel betaald

Reseverinsnummer ES932809760

Naam Antonius Berlips
Geachte hr. bij deze wilde ik U vragen om geld terug gave van de Huurauto
Wij hadden een Auto besteld bij Car Twawler via Transavia en kwamen terecht bij
OK rent A Car
Daar werd ons verteld dat we het volledige huurbedrag 313, 27 moesten betalen
Maar wij hadden aan Car Trawler al een bedrag over gemaakt van 73, 20
Het verhuurbedrijf zei geen geld te hebben ontvangen van Car Trawler
Dus hebben wij het bedrag betaald anders kregen wij geen auto mee
Op het verhuurbedrijf van OK Rent A Car vertelde ze ons dat wij met U bedrijf in contact moeten komen voor terug gave van het bedrag
Graag antwoord met vriendelijke groeten
Antonius Berlips 06 [protected]

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1:20 am EDT

CarTrawler wrong charge and refund

To whom it may concern,

I rented through your company a car at 05 April 2018 at the airport of Frankfurt. (Rental Agreement Number : [protected], Bugdet)
The contract had an amount of €145.61 and you charged me €159.65 .
This is unacceptable and not because of the gib amount, but for the fact that you are deceiving me.
I attach the two files that prove my statement and i demand the refund.
I am really furious and i wait for your prompt reply and action.

Dimitrios Zoupas

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2:13 pm EDT
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CarTrawler being overcharged

April 21 2018
Dear Sir
I just found that I was overcharged for my rental
Here are the details
I rented a car on Feb 2 2018 -for 129.65$--- car hire booking confirmation - Ref: ZA891766880
I was charged immediately 123.51$--and the rest 6.14$ I was supposed to pay at rental
On March 23 2018 I was charged 715.17$
Then on April 6 I was reimbursed 619.52$
Thus in I was charged 95.79$ instead of the 6.14$ I was supposed to be charged
Please reimburse me with 89.65$ that the company owes me
Thanks
Prof Daniel Bar-Tal

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10:50 am EDT

CarTrawler request a refund

Hi,
Two days ago I did a reservation of transfer from hotel to airport. (hotel costa Mediterraneo to airport palma de mallorca) at 4.10am. Yesterday I got the number of driver so I decided that I will contact with him and we will set the correct place for pick up. He didn't answer all day so I decided that I will cancel it, because I wanted to be sure that someone will bring me to the airport. So I canceled my booking, and in feedback message you Informed me that I will not get money back. (Sorry but during booking process it was written that free cancellation) . Then I wanted to undo my cancellation and I tried to contact with you because of this mail that I will loose money, but no answer. Im kindly asking: Can you return my money back?
Number of booking : ES952191049
email contact:
[protected]@gmail.com

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11:51 am EDT
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CarTrawler green motion car rental extra insurance.

I recently flew to london stansted from Basel, with Ryanair.19.4.18 -23.4.18.
I booked my car rental thru Ryanair as usual, and also took out the extra insurance cover.
On picking the car up fromGREEN MOTION, NOVOTEL, STANSTED, i was told i would have to pay an additional £125 insurance as there would be no one in the office when i return the car at 5am Monday 23 april..
I am very disappointed and angry..

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12:24 am EDT

CarTrawler refund

I tried to cancel my reservation, HU948417440 unsuccessfully twice on your webpage. Please send me my refund since the car rental was not successful.
I got tothe cat rental and they told me there was additional charges what needed to be paid, I was not aware are of and i did not agreed to. I left the cat rental place without a car. They told me I have to contact you for cancelation since I booked through your broker. I tried, but i never get an answer. I will contact my credit company at this point to resolve this.

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7:16 am EDT
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CarTrawler payment not received/money refund

Hello, we had a problem with hiring a car at Pescara Airport, 17.04.18 at 20.30. We booked a car at 14.04 and when I came to airport to pick up the car they did not take my bank card so I could not take my car I paid for.

I would like to ask you about a money refund because I did not get my service and I did not get my car. Car was ordered for 20.30, I wanted to take it at 20.15, staff member did not help with this question on place. Because of that I lose my money. They said that if I cancel my booking until 20.30 they will pay our money back, but according to unqualified staff they said to take care about it myself and as a result it was not possible to get money back.
In conclusion: I had my order, I wanted to pick up the car, staff member did not take my card and did not help at all so I lost my money which I want to refund.
I applied my voucher. Hope to solve this problem,
Sincerely, Oksana Taranuha

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7:54 am EDT

CarTrawler transfer confirmation : my [protected] provider ref/no:[protected]

Very simply the Voucher issued for the above booking will not print off. All that appears from the printer when pressing the "Print Function Button" on the on-screen "Transfer Confirmation" is a blank piece of paper.
When making the same "Transfer Booking" last year (2017) I encountered the same problem, which was resolved by going through, [protected]@cartrawler.com .
I have again gone through [protected]@cartrawler.com 3 times in an attempt to get a resolution, up to today, there has been no acknowledgment from them.
As it stands I have no "Voucher" to present when I arrive at my destination airport and no I do not have a "smart phone".

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11:15 am EDT

CarTrawler auto rental

I requested a car rental made on 2/17/18 for pickup in Zurich. I have several times tried to cancel this rental and not sure if I was successful as I have had no notice or a return of my deposit! The pickup date is 5/23/18. I would appreciate a reply. Thank you. Please respond to my email address. [protected]@gmail.com. We have made other plans and do not needs car.
Would really like to see my payment of $25.00 returned
Alice Veraguth

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