[Resolved] CarTrawler — utterly disgusted
I booked 2 cars with CarTrawler - 1 from the 7th-14th December in Cape Town and the other immediately after from 14th-24th December in Johannesburg. When we arrived in Cape Town, we were asked to put down a R10, 000 (£1, 000) deposit for the excess. I assumed this would just be authorised by the bank but we were told this would be a holding deposit and would be blocked on our credit card. We were fuming but handed our credit card over.
On the return of the Cape Town car, we asked when the deposit would be released as we were renting another car in Johannesburg and would not be happy having 2x R10, 000 held on our credit cards with the same company. We were told that the money would be released immediately, however our bank would only release this in about a week. We were fuming as this would mean that approximately £2, 000 would be blocked on our credit card by the same company.
I then called CarTrawler (as this is who we booked the car through to get this sorted). They were highly rude and told me that they could not help me as it is up to the car rental company. I explained that it was ridiculous that they could not just hold 1x deposit for the two reservations. The customer service advisor (if thats what you want to call them) then went on to tell me that I did not have a reservation for Johannesburg during that time, but the reservation was for September. I was shocked. When I have booked the cars I had called their company to find out if I could make a block booking for both the CT and JHB cars or whether I would need to do them seperately. As I was on the phone already the advisor made the bookings for me. After about 2 hours of trying to get this resolved, I was called back by a supposed "manager" who went on to tell me "this is not my fault and I did not take you hand and make you click on the wrong dates". I explained that I did not make the reservations and that the advisor had but he would not have any of it.
We then had to book another car which cost us more money and CarTrawler have not refunded us the money for the reservation which they made for September.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
CarTrawler's Response, Jan 15, 2010
We are sorry to hear your experience with CarTrawler while renting with First Car Rental in South Africa did not meet your expectations. Your comments are important to us as they give us the opportunity to improve our products and services.
We are also sorry to hear you felt your customer complaint was not dealt with appropriately by our Customer Service department. Whilst we are not able to get into details on this blog, we are now in a position to make the following comments.
We have investigated the origin of your booking with our IT department as well as 121carhire.com. We are now in a position to confirm your booking was not created by our call centre. 121carhire.com was also able to confirm the booking was made online as they do not make bookings over their support line and their systems confirm that statement. We unfortunately cannot help any further on this matter.
Furthermore, the voucher provided to you upon confirmation of your booking contains the Terms and Conditions of your rental. Under Insurance Coverage, they state very clearly the amount of the excess and go further by clarifying “the credit card holder will be required to present his/ her credit card at the rental desk in order for the car rental agent to authorize the deposit.” By pre-authorizing an amount on a credit card, a bank guarantees this amount will be paid if an actual transaction goes through – it is therefore necessary for a bank to block that amount for a specified amount of time. Should you have called our 24 hour contact centre on [protected] to enquire about the possibility of taking one pre-authorization for the two bookings, we would have been delighted to help you find a solution with First Car Rental.
Also, the confirmation email sent upon confirmation of your booking states “Please be sure to review your reservation and ensure all details are correct ; read the rental conditions”. All our vouchers also clearly state the details of your rental, e.g. pick up and return locations, date and time of pick up, etc.
Finally, we deeply apologize for the way you were treated when contacting our Customer Support team. Such behavior is unacceptable and we will be taking appropriate action to ensure this does not happen again. We would also like to ensure you that it is not reflective of the level of support normally provided by our teams. We are also taking steps to ensure booking mistakes made by customers are caught and rectified before customers pick up their vehicles.
We hope this response will answer all of your concerns and that it has restored some faith in the service that CarTrawler can provide you with. If there are any outstanding issues that you wish to discuss further, please contact our 24 hour call centre on [protected] or our Customer Service department on [protected]@cartrawler.com.
The CarTrawler Customer Care Team
Kiki Koskinen's Response, Apr 21, 2018
please return our booking charges
Diefenbach's Response, Aug 19, 2018
I booked a car with Cartrawler from Germany.
I tried to cancel the booking since Tue 14th of August.
i Can´t cancel my booking IE837438490.
The Webside (Manage your Booking) doesn´t work, At the Hotline ([protected]) nobody takes the phone.
Brand71's Response, Oct 29, 2018
Until today I have nothing received, on which everything is described
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