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1.1 467 Reviews

How responsive is CarTrawler's customer service?

12 Resolved
455 Unresolved
Very poor 🤒
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CarTrawler reviews and complaints 467

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3:53 am EDT
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CarTrawler car rental

I booked flights for my family and me from Johannesburg to Windhoek and back from Walvis Bay to Johannesburg.

I then proceeded to a vehicle via CarTrawler (Ref NA543234830) for pickup at Windhoek and drop-off at Walvis Bay. As I just had my debit card with me at time of booking, I proceeded to pay and was debitted immediately for the full amount of R6365 on 22 March 2019.

All was fine until we landed in Windhoek and Budget Rent a Car wanted to add additional insurance and a R2500 fee because the car is not returned to Windhoek.

I objected vehemently and cancelled the order. The manager at Budget Rent a Car cancelled the order and said I should get my full refund within two working days.

With great personal inconvenience and at additional cost we had to shuttle to the hotel and arrange other transport for the trip the following day. This whilst we were looking forward to a relaxing holiday!

Back in Gauteng I noticed that no refund was passed and raised a query on CarTrawler's website (case number [protected]) - but to no avail. I waited more than 20 working days (as per the chat bot's instruction) and then followed up - but still no interaction or reply from them.

I tried calling the South African office - but no one answers - or the phone is disconnected.

It is incredible that CarTrawler does not display email contact details on their website. I had to phone internationally to Ireland to get an email address where I could send a customer query to. Incidentally, the phone line was so bad that we could not clearly hear each other. After numerous emails, the agents just keep replying they are looking into the matter and will respond in due course. Or that it will take 20 days..

This should be a straight forward refund - the money has been paid, no service has been rendered, you need to pay the customer back!

I am extremely displeased by the runaround CarTrawler is giving me with this and will definitely advise everyone NOT to book with this company under any condition.

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3:05 pm EDT

CarTrawler unauthorized transaction

Horrible service. Unauthorized use of money, due to unavailable credit cards for deposit, but yet they accepted my debit card for rental, never gave me a car and never refunded my money from debit card. I will keep going with complaint! Despite being tired arriving to Chicago at 11 at night for my daughter's graduation from Navy boot camp, the stuff at wasn't helpful to us. I also had my son's credit card but they wouldn't accept. End up getting rental car at Alamo without credit card within few minutes. After calling cartrawler and speaking with 2 different people including the supervisor Rich, I got no help.

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5:52 am EDT

CarTrawler car rental

Avoid this company, they provide no customer service contact after and on the day of renting your car. I was booked a car rental with them and prior to the trip was provided misleading information by the car rental company and had to pay an extra €360, which I was not made aware of prior to the booking, otherwise I would have cancelled the booking. I have tried to contact Cartrawler, but they phone lines don't answer, they don't respond to emails and their on line chat bot also doesn't work. It's disgraceful that companies can just take your money like this, not provide the service you paid for and then just refuse any contact with the customer. They should be shut down immediately.

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11:55 am EDT

CarTrawler car rental agreement

This service is a scam and I will report the conduct of this organisation to the authorities.

I was allowed to acquire a hire car without a credit card even though I booked with a debit card. The time of this booking was less than 24 hours before my flight lands in Denmark, to which I would then pick up the car.

I have now been told I am unable to collect my vehicle due to the company policy, however why was I allowed to book the car in the first place without a credit card?

Further more, the cancellation policy is before 24 hours, however what if you book the car within 24 hours? this is unacceptable and there needs to be a separate policy to enable the driver to receive a refund.

I would like a full refund immediately,

Regards,

A. Mabrouk

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10:06 am EDT

CarTrawler car rental

To whom it may concern,

This is my registered email
[protected]@hotmail.com

I've made a cancellation (18/9/19) of the car booking due to change of travel plan.

Previously, the deposit was made under mastercard: [protected]

However this card has been blocked now.

May I know how will the deposit be refunded? And when will the refund be made?

Rdgs
Victor

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5:53 am EDT
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CarTrawler car rental

Booking Ref: GR593412750 M Elliott
We booked a car with you for our Kefalonia, Greece trip on 14 Sept 2019 for one week. I paid in full and for extra damage insurance (£178.70).
Upon arriving at AddCar rental at Kefalonia Airport, we were told that the car could not be released as we did not have a credit card to book the 1, 000 euros holding fee to.
We had to find another car rental company and pay again for another car.
Where do we stand on getting a refund for your car rental booking please? It seems crazy that the 1, 000 euros could not be charged to our debit card as this is what the other car rental place did!
Regards

Alison Elliott

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10:42 am EDT
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CarTrawler paid for a rental I never received.

Booking number IE439324640

You -- not I -- specified a very quick pick-up time, just 30 minutes after my plane from Copenhagen was due to land, but I could not get to the rental company (Europcar) in time because the plane was 10 minutes late, it took another 10 minutes to get to the rental office at the airport, plus I had to wait another 10 minutes for the shuttle van, and then 15 minutes at the rental company before they could serve me. Then they only tell me after another 10 minutes of talking to me that I am too old (75) and they cannot rent me the car I have already paid for, and they cannot give me back the rental charge because I have missed the pick-up time! They further state that I could have been refunded if I had met the pick-up time, which was impossible in the circumstances.
Please do the decent thing and give me back the money you have taken from me for a car rental I never received.
John McClintock
Vallmobacken 15
27199 Ystad
Sweden
tel. 0046 [protected]

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12:04 am EDT

CarTrawler stalled car mid way to gatwick airport north

I had booked a one way travel on Emirates website. 49, Cranwich Road N165HZ to Gatwick Airport North. On 14th July 2019.( 5.30 am approx) The car stalled 15 kms away from the airport. I had paid Euro 81.10. An unknown car driver dropped me . I paid him GBP 40. I had mailed to Emirates, you & Trio Cars ( your car provider). Trio Cars has already requested you to refund the fare paid. Kindly consider. Sudipta Kumar Mukherjee [protected]. [protected]@gmail.com

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Update by Sudipto Mukherjee
Sep 24, 2019 12:07 am EDT

Emirates says it is a 3rd party service provider. They cannot help. Trio Cars has already requested Cartrawler to refund. I need my Euro 81.10 back. Or the GBP 40 that I paid to the unknown car driver

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6:33 am EDT
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CarTrawler unauthorized debit

RECLAMATION Debit insurance

RENTAL ARGUSCARHIRE / FIREFLY
MALAGA AIRPORT
June 08 - June 21

ES591122950
Dirk Sprenger

Dear Sir or Madam,

My complaint concerns a car rental booking from June 8, 2019 to June 21, 2019 in Malaga Airport.
Immediately after the holiday my VISA was charged without notice an amount of € 308.19
The booking was made by arguscarhire / firefly.

After lengthy research, I found out that it is an extra insurance deal for which I would have allegedly signed.

In fact, my signature is on the contract, but I fell for a sleight-of-hand trick.
In the usual hustle and bustle of hiring a car, a colleague led me very quickly through the contract.
Then I made the necessary signatures.

There must be a very big misunderstanding here, because:

1. I pointed out at the counter expressly that I need no extra insurance
2. I have submitted the form for insurance provided by my agent in Spanish. You will find this in the appendix.
3. The employee has guided me in very skilful rhetoric exclusively through the left side of the contract and encircled accordingly the values ​​"0 Euro" in the section "Insurance and Limitation of Liability". See attachement!
4. Her words were clearly "no insurance".
5. My signature to which you refer is under "Estimated Rental Price". There is only for a specialist to realize that it is insurance. Since the contract was ridiculous high I thought it is about internal billing.
6. The insurance amount of over € 300 is so absurdly high and anti-competitive that no one would think it would be insurance.

For these reasons, I would like to ask you to refund the amount.

I am sure that after being punished in 2017, I will find an interested listener at the European Consumer Commission.
In the interest of a friendly settlement, I remain sincerely

Dirk Sprenger

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12:42 am EDT
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CarTrawler cartrawler pick up service from to airport in amsterdam

Dear

I booked a service from to airport in Amsterdam and Barcelona.

In Amsterdam I was waiting for a transfer that never came from my Hotel to airport. At the end I had to call another company to not miss my flight.

Please find attached my original book and the receipt paid to another cab.

It has been very difficult to find where make this complaint I suggest you provide an easier way to customer to do it.

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12:08 pm EDT
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CarTrawler never received car I prepaid in full

I received an offer after booking online through Flighthub.com for a rental car. I prepaid in full for the full week. Our flight was running late so when we got to Greenmotion rental they informed me they rented out the car I had reserved and paid for. They then informed me if I would like to pay $400 I could rent another car. I explained to them it was a rental that was already paid for! They refused to offer any solution other than a ridiculous price to get another car. They did this to the gentleman in front of me as well. This is a horrible company with a 1.5 star review for very good reason~

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6:58 pm EDT

CarTrawler sur price car rental

I booked a car online to pick up and return at Lisbon airport. I already paid 203.65 euros for next months reservation. After reading the online reviews, it sounds like I will either not get a car or I will receive large unforseen extra charges. I don't plan to test either scenario and fear my credit card will incur extra charges even if I don't pick up a car. Can I get any of my money back?

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7:00 am EDT

CarTrawler car hire avis

Booking ref: IT441105840. I am the tour operator who has organised the trip for the client and I have been on the phone with the client and the agent.

The client waited 3 hours at the car hire depot and there were no cars for her. She booked a specific group Audi 3 or similar Automatic however she was provided after 3 hours with a Fiat 500. She was not happy with the car however she had no alternative as she had to reach Lake Garda for a meeting. Because it was lunchtime, Avis staff closed the door and did not explain anything regarding the car or the Sat Nav which they have not been able to locate. The client has had no possibility but to accept the car. I then call your company and there are procedures. There is no customer service at all from cartrawler or from AVIS. I expect the client to be called her number is 0044 7544 230119 as this is a situation caused by both Car Trawler who have been incapable of assisting and talk about procedures. Please contact AVIS and confirm what has taken place. Also I find your web site to a) not have a number which is easy to find nor b) an email.

Please call me on [protected]

Rosa Spatola

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5:31 am EDT

CarTrawler I didn't take my car.

Hi,

I planed my holiday. I buy fly ticket. I reserve hotel.
And I need a car.

I buy fly ticket from flytap.com. And I checked rent car same web site, I look good.

I rent a car from flytap.com web site and car tent company https://www.sixt.com/.

Tree days before they take all cost from my card. No problem, because I will go holiday.

I fly France, I take my switcase and I went sixt agency. I said that Can I take my car.

He said that system cancel it your reservation, I cant give car.

I said that it is not reservation, I payed all cost.

He said that I can not make any thing. You have to call cartrawler.com.

I said that ok, I want to rent onether car. He said that I have not any car.

They give my car another person.

I gone onether rent company. I rent a car very expensive. Aproximatively 2 times expensive.

And they didnt give back my money.

I payed all money, I can not take car, I rent another car many expensive and I cant take back my money.

Thanks.

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2:37 pm EDT

CarTrawler no service and no refund received

I booked a car for our Holiday in Italy via Swiss Airlines. Booking code IT469863150. This was booked and paid months prior to our trip. When we arrived the rental car front desk refused to accept the same credit card i used to pay for the booking. They simply said we will accept other cards except for the one i have. I called Cartrawler support and they also tried to speak with the front desk but nothing helped. In the end we cannot get the car we booked. I requested a full refund and till now nothing was returned. No information about the status was also sent to inform me. I want my full money back!

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2:46 pm EDT
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CarTrawler query regarding a refund that I received from you

I had a car reservation: pick-up at Lisbon airport on 23Aug19 at 14h00 and drop off at Lisbon airport on 27Aug19 at 11h00 which due to illness I was forced to cancel.
I have now received my credit card statement and note that on the 01Aug19 you debited my card for two different amounts. One for £106.26 and another for £101.55 which I do not understand - why these two amounts?
Then on the 19Aug19 you credited my credit card for two amounts: one for £36.64 and the other for ££19.95 which totals £106.26 which is the total amount of one of the above amounts.

So why are you debiting me for an extra £101.55?

Please explain.
Thank you
Emilia Saunders

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4:40 am EDT
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CarTrawler they did not change the name of the driver due to not having credit card

Booking ref - FR646760630

Dear Sirs

My husband Ahmad Waleed did a reservation of a car for Cannes France on 19th of July, when he received the confirmation email it stated that the credit card MUST be on the name of the person who booked and main driver . When booking no where it mentioned those details otherwise we would have booked under my name as my husband doesn't have any credit cards . My husband did try calling you customer service and emailing them requesting to change the booking under my name and asking for suggestion what to do . We didn't get any response back . We tried doing it online but it was giving an error . When we reached Cannes on 8th we had to pay extra £189.30 ( 196.47 euro) because the name of the booking wasn't changed and the main driver who was my husband Ahmad Waleed didn't have a credit card . They refused to help us, they spoke to a lady with indian accent around 4pm on the 8th of August and she couldn't change it neither, she couldn't speak properly English and neither us or the car rental in France could figure out what she was saying.

I will appreciate if you can look into the matter and refund me extra charge .

We tried countless times calling your customer service and trying to change the name but we did not get any help . We did email and we did not receive any response back .

Regards

Anna Angelova and Ahmad Waleed

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2:57 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarTrawler refund not received in 12 days

I rented a car from the CarTrawler via Austrian.com on 9 August for my stay in Poland (PL420158960). However, after I read a lot of complaints about the company that they work at Krakow airport (Global Car Hire) I cancelled my booking. CarTrawler sent me an e-mail on 28 August stating that my cancellation was successful and that they will refund within the next 10 business days, however, they have not refunded the amount (128.78 EUR including the insurance).
I request my refund to be paid immediately.

ERDAL EMRE CECEN

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Update by Emre Cecen
Sep 10, 2019 2:01 pm EDT

My refund was paid on time. I was misinformed by my bank.
I am sorry for the inconvenience.

ERDAL EMRE CECEN

Resolved

The company refunded my payment on time. I was misinformed by my bank. I am sorry for the inconvenience. Erdal Emre Çeçen

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4:29 am EDT
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CarTrawler incorrect advice

I booked a car through Argus to collect on 29-8-19. The booking I made could not be granted as the car was not available. You kindly emailed me and advised me you could find a similar one for similar price. Before I agreed, I asked you if i would be able to use a debit card for the booking, as I don't own a credit card. You advised me I could. I attended Gold Car, Edinburgh Airport on 29th August to collect my car. They told me I couldn't use my debit card as you had advised. We were unable to call you at the time. I spoke with Karen, who was the lady at GoldCar who served me this morning.
I was forced to have to pay £116 to be able to release the car. I showed Karen our email conversation, and she told me it was the incorrect advise on your part.

She has written a note on the internal system to explain what happened. Are you please able to refund me the £116.

Kind Regards

Kirsty Sandiford

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12:16 pm EDT

CarTrawler car rental reservation

I have booked a car rental through car trawler bec. It was thru emirates that i considered renting a car. I trust emirates. Our flight number is indicated in the reservation. I don't know what went wrong nor notice what was wrong. Our flight arrival in poland is at 12noon and i paid for a car rental to be picked up at 2pm at the warsaw airport and be returned on the same date at 10pm at another location which is in krakow. I did not check the documents you have sent me. And when we arrived at 2pm to get the car, the provider panek said that the time has expired.
In connection with this may i request for a refund of our payment.

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Update by RAul palencia
Sep 06, 2019 12:21 pm EDT

I paid for car rental. I trusted emirates. Something went wrong with the time. When we arrived at the car rental in warsaw airport, they said the time expired. They said we were supposed to pick it up at 2am. How is that possible when our flight arrived at 12noon. Our flight number is indicated in the reservation. I suppose for you to know the time of arrival more or less. In connection with this, may i request for a refund of our payment.

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richardchai
, SG
Nov 09, 2019 8:52 pm EST

please help, I had hired a car on 25 Dec to 4 Jan 2020. booking no NZ429674560 under CHAI CHEEN KHIAN.
I have been trying to purchase the excess insurance but seems to be having problem, could you help.

thanks

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