CarTrawler
Reviews and Complaints

Booking nbr : AN790860610 Name: José SOBRAL
Pick-up St Maarten Airport 29 Mar 2017/14.00
Drop-off St Maarten Airport 12 Apr 2017/10.00
CarTrawler Ref: [protected]
Since that date I'm waiting for your refund! (USD 462.09 - EUR 427.71)
After landing at SXM, I came up to the kiosk showing the Car Trawler logo and the agent sent me to the shuttle outside going to the rental car office.
The driver dropped us to "Francine's Rentals.
When we shew the voucher to the lady, she looked at her list and apparently saw our name, but said that she didn't work with voucher. We were a bit surprised but as far as she gave the guaranty that we'll not be charged on the web, we accepted to pay when we returned the car.
Unfortunately when we came back home we saw that our AX card had been debited by your company...
So as far as we have been misleaded by "your" agent at SXM Airport because as I understood after, apparently he sent us to the wrong rental car, (but how could we know?...) I'm requesting you the refund of your voucher that we never used!
If it is difficult for you, I can accept another voucher for a next rental car.
But definetly I'm waiting for your positive answer
Regards
José Sobral
PS: for your information I'm still waiting for your answer to your mail dated 23may17 in which you said: "as soon as we have a resolution we will be in contact with you"

There is a case thread - please refer to it. (Anastassia Swallow)

Two young women have been robbed as a direct result of your callousness in ignoring their highly vulnerable circumstances, despite warnings Given to you.

Not only have you failed to give them accessible to their funds when all of their money, passports and valuables have been stolen, but you have now failed to correspond and blocked correspondence.

Your actions are negligent and appallingly irresponsible.

Please refund in full to the Barclays account details provided by direct transfer of the balance as a matter of urgency.

Rowena Swallow

I booked a collection from the Metropolitan Hotel to Dubai Terminal 3 Airport for 7:30 on Monday 13 November. After waiting 10 minutes, I contacted the call centre. I explained my problem, then told to hold on for quite a while, only to be told that they cannot locate the taxi. Therefore they recommend I take a local taxi.
Actually, the local taxis in Dubai are great and in future this will be my choice.
However, now I am faced with the challenge of getting a refund!

By the way, I was meant to be picked up on the Saturday (11 November) morning, but as it took a little longer coming through customs, so I was told the taxi could not wait for me (as I was informed after the fact, they only wait 45 minutes). I was then told to take a local taxi. So after paying up front for the services, I received nothing in return!

Thank you Car Trawler, I will certainly make a note of the company name!

Hi, My name is Brian Sterling and I tried to rent a car through you guys and I made a reservation over the phone. I was charged $174.04 and I wasn't able to rent the car because I didn't have a major credit card. I have rented from Dollar Rent A Car before and used my debit card without a problem. Now I guess they require a major credit card. So.. I NEVER received a car to drive AT ALL. When I called your office to demand a refund..the lady I spoke with said that management wasn't in to process anything. My problem is I was charged for services that weren't rendered. The lady tried to tell me that I should have read the "policy agreement", but how can I read a policy agreement when I was charged over the phone? I am extremely upset. You can call me at [protected]

I leased a car from your company at Malaga airport 30.10 - 06.11.2017.
I received 4 invoices to my wife's and my Visa cards of a total of
Nok 4 277.91.
This was not in agreement with my booking details.
Will you please clarify, and I will hold the payment until your response is received. (see enclosed booking and invoice details)

Regrds
Bjørn Moe

Account Copy Visa Card
Følgende utskrift for Vias card Ekaterina Irini Olven Moe og Bjørn Henning Moe for leie av bil Malaga i tidsrommet 30.10 - 6.11.
30.10.2017 GOLDCAR AEROPUERTO MALAGA, MALAGA 469279******2899 2.473, 96 NOK 2.473, 96 30.10.2017 GOLDCAR AEROPUERTO MALAGA, MALAGA 469279******2899 683, 96 NOK 683, 96
02.10.2017 TRANSPORT*CARHIRE, ONLINE TRANSP 469279******6732 250, 00 NOK 250, 00
17.10.2017 TRANSPORT*CARHIRE, ONLINE TRANSP 469279******6732 1.009, 99 NOK 1.009, 99
Booking document
Kjære Bjorn Henning Moe
Takk for at du reserverer din leiebil med CarTrawler & KLM.
Som vi ble bedt om, har vi nå trukket restbeløpet på NOK 605.99 fra kreditt- eller debetkortet som ble registrert i forbindelse med bestillingsprosessen.
Klikk på lenken nedenfor for å se ditt dokument for billeie.
Med vennlig hilsen
CarTrawler & KLM-teamet

Ditt bestillingsdokument

Forsikringspolise

Administrere bestilling

Referansenummer for bestilling: ES813575800
Bekreftelsesnr. [protected]

I booked a rental car in Windhoek, Namibia on Sept.4 for a two day rental with Budget rentals via Carhire. I then had to cancel to my trip being postponed.
I call the rental place well within the timeline for refunds and they assured me I would receive my refund! It is NOW November 11 and still NOTHING! This is despite multiple emails AND phone calls to Carehire !

Car trawler support

Reference: booking number mx794406600

On september 5, 2017 I made a reservation for the rent of a car using the klm internet page, the number of the reservation was mx794406600, for renting a economic class car in méxico city form september 11th to september 25th, 2017 paying in advance the full amount for euro 305.84 ($6, 591.05 pesos) including car hire fee and insurance, as shown on attachments 1 and 2 of this email.
When I came to mexico at the offices of mex rent-a-car in addition to the guaranty amount charge to my partner francisco sárraga rodríguez on his credit card (See attachment 3); it was requested to me to pay an additional the amount of $5, 915.13 pesos (See attachment 4) not been clear what was the concept, but making very clear that if I didn´t cover such amount I would lose the money already paid by since the reservation. They said that in the moment of the delivery of the car, it should be reimburse to my bank account.
I will add that the car in terrible shape, it had trouble to start, full of bumps, parts of the interior where missing and had problems with starting, as you can see in the physical inventory they did to the car prior to delivered to me. My first choice was to cancel the rent, but again the threatened me with losing all my payment.
When I deliver back the unit, of course they refused to give me a copy of the inventory of the car. The invoice they gave me was for $8, 565.96 pesos (See attachment 5) and did not match with the payments I did for altogether $12, 504.18.
I requested the reimbursement of amount of $3, 938.22 paid in excess; first they argued that the difference was to the exchange rate, which I cleared immediately with my balance account in pesos of my debit card, where original charge was made since de reservation (See attachment 6) for $6, 591.05 pesos and the amount of $5, 915.13 pesos paid when I got the car referred on attachment 4. Once this argument did not work the employee said that it would be reimbursed to my account, in about 3 weeks. Which of course did not happen, I call several times to the telephone provided by him 01-[protected] where they told me all this time that they do not know anything about it, and the last call, they said this money will not be paid back, because it was my fault to pay in excess, when I was push to do it.
Therefore I call you car trawler where I was instructed to send my complaint by mail with all the attachments, as I am currently doing.
I will be expecting your prompt response on this matter and thank you for your assistance.

Best regards,

Myrna blancas
Flying blue [protected]
+3106-[protected]
[protected]@gmail.com

Cc klm customer support

Date of incident - 15th Sept and 22nd Sept 2017.

PT766765160

Our experience with your provider (Bedriven) was shocking start to finish. Whilst we did meet our driver on arrival he wasn't in the arrivals hall, he had walked away from the meeting point leaving a phone number on a piece of paper which wasn't clear at all. The contact number we had been given in case we couldn't find the driver just rang out. When we did find him he was clearly unfamiliar with the vehicle and his driving was extremely poor. He was struggling to change gears at all and constantly looked at his phone on the passenger seat rather than in a cradle.

On our return journey the vehicle simply did not turn up. After being reassured several times it would arrive we were told by the transfer company it wasn't coming and we should get a taxi! This made us an hour late for the agreed set off time and made the journey to the airport and our time in the airport very stressful as we came close to missing our flight. All the transfer company could say is 'we will reimburse you for your taxis'.

I've booked many transfers and never had such a poor experience. I have attached our two taxi receipts (there were 6 of us travelling) and demand that I receive a full refund of my original fee (£34.55) as well as the taxi refund (27.03 euro) due to the appalling service received plus suitable compensation for the experience we endured at the point of the return transfer.

Cartrawler's website makes it impossible to complain and Bedriven won't accept the complaint from me despite them being at fault.

I recently hired a car through Ryanair with Budget in Tenerife. Reference number ES808781680. I collected the car on 27/10/17 and returned it 01/11/17.
I returned the car in perfect condition on Nov 1st. I see from my credit card statement that I have been charged £16.99. I can only assume this is for petrol. However I stopped on the way to return the car specifically to fill it up, as I had been assured that if I brought the car back full I would not be charged anything.

I am extremely unhappy at finding that my card has been charged with no explanation, and expect the money to be returned.

If it is not I will contact my credit card company and tell them not to take the payment and explain the situation, which they can then investigate further.

I look forward to hearing from you.

-address for pickup is 5mil away from the address show on the booking
-i was charge $168.98 from my credit card for extra insurance what i do not request and agree with it at that pickup time
-the charge was made without my knowledge
- they play with 3 currency $ - Euro - Lei (local money)
i request i investigation and reimburse the illegal charge

I have tried since July of 2017 to cancel the following reservation...

FR741387920 and to date, it is still active. I have gone to their website to fill in the booking number and date of pickup and it still won't cancel. They do not respond to my email. Their problem is that they want to keep my $25 deposit and then try to charge the full amount because I would end up being a "no show."

I booked through justfly.com
I thought I could pick my car up between the hours of 10am till 7pm on October 24th. Nobody told me there was a time the car had to be picked up! My flight got me into Orlando at 3pm. My confirmation number is 3000886 and my name is Teresa Futrell.
I would like a refund or another car.
You need to be clear with customers and let them know your terms and conditions.
Why would I book a car for 10an pickup when I don't arrive till 3pm that day! This has been an awful experience!

I have already lodged a complaint requesting a full refund of the money we paid for a car we never were able to rent. The Ryanair car hire customer support link states that our complaint has been reviewed, a full refund issued and that the issue has been resolved. However, we have still received no refund of our money and have received no emails from customer support. I have sent 5 emails saying all this and I have received no replies. I am sick of this! I now can't figure out how to lodge a new complaint because when I put in our booking reference, the system just keeps telling me "it's been resolved." IT HASN"T BEEN RESOLVED! We still have not received our refund and our booking was 13 September! This is ridiculous. All organisations involved have disgusting customer service and I am furious. Just give our money back!
(Ryanair Car hire Booking number: IT777008400)

I rented a car through ""CARTRAWLER"" from August 23, 2017 to December 26, 2017. The voucher CARTRAWLER sent me is recorded as $ 3874.35 during this period.

But a month after renting a car, AVIS was billed an additional $ 1117.76. When I contacted AVIS about this, AVIS says I have to pay an additional $ 1117.76 monthly premium.

I found that the cost of renting for four months was twice as much as the cost I paid on CARTRAWLER homepage.

I believed in the contents of CARTRAWLER's booking system and voucher that "all expenses(rental fee & full coverage insurance) have been prepaid". But AVIS does not know about it. And I had no insurance from CARTRAWLER they show me on voucher. (CDW, LI, … etc). There is no insurance ! But full coverage insurance was shown on voucher (attached). I was deceived by CARTRAWLER & their voucher.

After all, I quit a rental car. However, I have not yet received the refund for the remainder of the refunded period.

I sent e-mail to CARTRAWLER already many times. But I did not receive refund of USD 1756.66 even though 15 business days have passed.

My Booking No. is US77***4880

I suffered a lot from the contract with Cartrawler. I would like a quick refund to avoid any further financial loss.

Please refund my money !

I past the 90 time limit, I had paid for fully comprehensive insurance on my car hire. I dented the driver side front panel at a car park, and had to pay almost £700 on return. I was told the insurance company would refund me in about a month. I haven't heard from them and only now doing my yearly accounts have I tried chasing up the claim. There is no way to put my complaint to them.

Dear CarTrawler,  

I am writing for you to complain about Booking Ref: AE786465720. 

My brother rented a car from you and the agent refused to give him the car. Now, you might have misunderstood the situation. So, lets make sure you have it right. 

My brother showed up at the time of pick-up with his Master Card. However, your agent said he can't accept it as the numbers on the card are not craved, rather printed on the card. 

When I submitted a case to refund me the money, I received an email with case number: [protected]. The email explained that I will not get my money back because I failed to meet the credit card requirements.

I looked up the confirmation email and the travel reminder email, but I didn’t find a term stating that master cards with printed numbers on them would not be accepted. I also looked up the terms and condition on the following website, where it states that you accept MasterCard (not debit or prepaid), but nothing about not accepting master cards which have their numbers printed on them: https://customer.cartrawler.com/s/prod-rentalconditions?portal=Default&booking=AE786465720&email=SALLOH10%40HOTMAIL.COM

Therefore, I demand that the manager email me to discuss the case. I also request the full refund. Otherwise, I will have to file a lawsuit in my local jurisdiction.

Regards,  
Yaser Alnasri
[protected]@pdx.edu

- Le 31 janvier dernier, j'ai réservé via le site Transavia et CarTrawler un véhicule Aircar Duster du 14 février 17h au 21 février 2017 18h à Essaouira au Maroc, numéro de réservation MA752586410 pour un montant de 434, 31€.

- Le 3 février 2017, j'ai reçu à ma grande surprise car je n'en avais fait aucune demande, un email de CarTrawler, indiquant "suite à votre demande nous avons annulé votre réservation. Tout remboursement qui vous est dû interviendra sur votre compte bancaire sous 10 jours ouvrables".

- Le 8 février, j'ai donc procédé à une nouvelle réservation N°MA759963250 d'un véhicule Duster, sur le même site, du 14 février 10h au 21 février 10h pour un montant de 376, 85€.

- A mon arrivée à Essaouira le 14 février, l'agence Aircar m'a informée que deux véhicules étaient à ma disposition. Je lui ai expliqué ce qui m'était arrivé en lui montrant les documents. Il m'a dit qu'il n'y avait pas de problème et que je ne serai pas débitée du premier véhicule car il faisait le nécessaire en annulant par lui-même.

- De retour à Paris, j'ai constaté sur mon relevé de compte bancaire que les deux sommes avaient été prélevées, l'une le 31 janvier et la seconde le 8 février 2017.

- A l'occasion de mon passage suivant à Essaouira le 19 avril dernier, j'ai remis copie de tous les documents à l'agence Aircar qui a admis l'erreur et m'a demandé de patienter jusqu'en mai car la procédure de remboursement prenait 3 mois depuis février. Depuis lors sans constater de remboursement de la somme qui m'est due à savoir 434, 31€, je me suis rendue à la police de qui m'a orientée vers M.Laarous le commandant de l'aéroport d'Essaouira qui suit mon dossier et m'a conseillé de vous écrire.

Je vous remercie de bien vouloir vérifier dans vos comptes les éléments que je vous ai indiqués et procéder rapidement à mon remboursement car cela fait huit mois que cette somme m'a été prélevée indûment.
Dans l'attente de votre réponse,
Cordialement,
Catherine chouard

Hello,
I have had many exchanges of e-mail with Carter regarding a Budget Car rent 28/08 - 11/09/2017 from Nice Airport!
Despite proving evidence in the form of:
1) Norwegian Air confirmation without insistence
2) Carter confirmation without assurance
3 Budget final statement without insurance

I have made an reservation directly with Carter but canceled and this was including insurance with AXA, however it was canceled and confirmed!

Despite the facts Carter maintains that I have indeed asked for the insurance that never has been confirmed either by Budget, Norwegian Air or Carter themselves!

I fail to understand this unwillingness to face facts and I feel that I am been treated very badly by this organization!

Kind regards
Torben Raae Madsen
[protected]@wanadoo.fr

My name is Linda Sauck. Booking number US788660200. Email [protected]@hotmail.com.

Dealing with your company was a complete nightmare for me. I booked your service so I could have peace of mind on our first trip to New York. Our schedule drive to pick us up from JFK was Victor Acosta Vehicle RAE123 reservation 10WSGXB. He called at 4:15 PM and was stuck in Brooklyn and would be very late. We cancelled. We called the number we had been given to get another car. They had a very difficult time finding us and when they did they could not get us another car. I am older and had a very difficult time with dealing with your company! We Ebert!
On Sept. 25, 2017 we were scheduled to be picked up at our hotel Staybridge Suites at 8:00 AM. I had really considered cancelling your service. I so wish I had! We received several text with our confirmation number etc. Our scheduled driver was Samuel Espinal. Reservation 10WR51P. This driver should be fired or at least reprimanded. We were outside or hotel at requested pickup time of 8:00 AM. At 8:15 I called the number on our confirmation. Again they could not locate me. Not by name or phone number. I had to call back with confirmation number to cancel again! I called the driver, Sam Espinal and he had no idea what I was talking about! How is that possible. How could a company stay in business. We are now so worried about getting to the airport and catching our flight! We were lucky to get a car that was waiting outside our hotel. We were very close to missing our flight! What I do not understand is how this could happen. I hired your service for peace of mind and received extreme stress! Shame on you!
Linda Sauck

Ref.: H27741367E2 original booking number,
Voucher number: US810318810
and RR [protected]

To whom it may concern,

We had a prepaid voucher for the above reservation of a rental car for 4/21/2017 to be picked up at the San Francisco International Airport with Dollar Car Rental.

We arrived and the manager of the rental company denied our voucher, stating first that they could not locate our reservation when providing them with the booking number above (However, I have in the meantime spoken with a few customer service representatives and they did not have an issue locating our reservation). Then he found it and stated that he would not honor it, because it was a prepaid voucher paid with a debit card (incorrect, because we paid it with our visa card, which is on our debit card and deducted as a visa credit card).

Since they were "unable" to locate our reservation, and then denied our prepaid voucher, we had to pay a much higher price for a rental from them under the RR [protected].

We would like to be reimbursed the difference between the original price we were to rent this car at $339.25, and what they actually charged us at the counter $694.04.

This situation cost us great inconvenience. We were very displeased with how the manager handled us, very rude and incompetent and on top of everything else, he denied military discount despite the fact we showed our active duty military id card.

Please note, that we contacted Dollar/Hertz first with the above issue, because they were the ones denying the prepaid voucher. We received the following reply from them via email under "Dollar Customer Care Case # [protected]", therefore we are contacting you as per their request:

"Dear Mr. White,

Thank you for contacting us. I appreciate the opportunity to review your concerns.

Please accept my apologies that we are not able to review your contract due to the rental being pre-paid. When you pre-pay a booking the transaction was completed by the vendor you purchased your voucher with. They have a customer service department that handles your particular inquiry. Once they are contacted regarding your inquiry, they will review your case and provide a resolution for you, once they contact our prepaid department here at Dollar.

Yours sincerely,

April

Dollar Customer Services
https://www.dollar.com "

We are awaiting your response.

Sincerely,

Andrew White