CarTrawler
Reviews and Complaints

Transfer Reservation FR628607480 [ ref:_00D20Cl2i._5003X2ax3y0:ref ]

Patrick Alzetto [protected]@outlook.com

+[protected]

I book a transfer service from CarTrawler through Ryanair for a pickup at Nice airport on Sept 4th. When I arrived at Nice airport there was nobody waiting for me. Then I realised I had no company or driver names as the provider failed to send me these details.

When I arrived in the arrival hall around 21h00 nobody was there with my name. I asked all the drivers present if they were my driver. After 30 minutes waiting for a call which never came, I decided to take a taxi myself.

I contacted CarTrawler on my return in Ireland a few days later.

After chasing CarTrawler for a refund for over 2 months I received this answer:

The local supplier reported that clients did not show up

We tried to call the passenger who never answered.

As such, we will not be able to proceed further with this case.

The proofs sent from the supplier are very flimsy to say the least, screenshots of the location with no date, I rather have a screenshot of their call log but I know they never called me.

All I want is a refund for a service I paid but never received

Thank you for your action

Patrick Alzetto

I have called and emailed multiple times requesting a refund of the 9/22/2022 portion of my booking (1676213) only to be ignored. I have complied with the one (1) email response I did receive (on 9/29/2022) which requested that I send any relevant documentation or information (call logs/texts to the driver and to include date and time stamp) which I have done! I had responded that same day (9/29/2022 at 12:40 pm), I have since sent two (2) more emails asking why nothing has been done or communicated nor has the refund been processed. Not a single response to either email has been received. This is unacceptable and I am extremely frustrated by this lack of professionalism and willingness to take ownership of your contracted driver in seattle's failure to provide me with the service at the time requested on my booking. This needs to be resolved and I am being reasonable and only requesting the refund for the day of 9/22/2022 which was prepaid. You can also be assured that I will never use this service again nor will I ever recommend that anyone I know ever contract through your service.

We have a refund coming from a downsize in the vehicle we rented on Aug.21-29 through Budget Case Number: [protected], Reservation: 07910072US2, Rental Agreement:

[protected]. We had prepayment voucher in the amount of 5294.86. We were charged only 3092.65 because we downsized our vehicle which leaves a total of 2202.21 that you owe us. Please respond as soon as possible. Thanks for looking into this for us. Kenneth Jensen

I am Serge LOREK (tel +[protected])

On September 2nd, 2022 I tried to make a booking for a car in Paris CDG airport from 4 Sept to 7 Sept. I went through the whole process including online payment ( 209.94Euro) but did not receive the booking confirmation as usual.

I have been waiting until September 4th but did not receive anything.

I concluded the booking never through for some technical reason and therefore decided to go through the process again and booked a car whilst already in Paris. Booking went through and got the car I wanted.

To my big surprise, I received the email with my first booking confirmation ;1441695523COUNT(made on 2 Sept) on September 13 !, almost a week after my return from Paris to Dubai (See attached document) . Later on my bank statement I have been charged of the 209,94 Euro for a car I have never been confirmed and therefore not collected.

I had had a rental agreement arranged through Cartrawler to hire a car from Alamo at Carcassonne airport on Tuesday 6th September. I had specifically asked for a small, manual car. The amount I paid in advance was £263.50, to Etrawler.

When I arrived at Carcassonne airport to pick up my car rental, I was told by Alamo that I was being 'upgraded' and the only car they had to offer was a very large (a one if not two higher category than the category of car I had ordered, an Opel Corsa) and it was an automatic car.

I had specifically stated I wanted a manual car, not an automatic and the category of car no bigger than an Opel Corsa, as I would be driving on narrow mountain (public) roads and the car Alamo was offering me would be impossible to use on such roads. I have never driven an automatic car and these are not the roads to learn on.

I said I would wait or even come back the next day, but Alamo told me they would not have any Opel Corsa category cars even then or any with manual gearboxes, so no car hire could take place.

Alamo agreed that I should contact Cartrawler to get a refund of the money I paid for the rental from them. (I got a smaller car with manual gearbox from Avis, paying 345.62 euros for it, compared to 309.98 euros (£263.50) paid to Cartrawler for the same spec car from Alamo.)

I originally contacted Cartrawler, with full details, to request a refund on 8th September. But despite numerous attempts to get at least a refund of the £263.50 I paid to them, they continue to prevaricate. I have given them all documentation they have requested and the contact name and number of Alamo in Carcassonne airport, who will verify that they were unable to supply the car which I had ordered and therefore no rental took place with them. The last email from Cartrawler was on 23rd September, when they said they were (finally) contacting Enterprise (the parent company of Alamo) and would 'follow this matter on my behalf'!

I would be grateful if you could follow up this complaint on my behalf and so I can at least receive a refund of the £263.50 I paid for the rental which did not take place with Alamo.

Thank you.

Eileen Fryer

During booking process it says I need a valid driving license, a valid phone ID and a credit card in my name, which I have.

The problem comes when I went to pick up the car and showed my documents.

I am Brazilian with a Portuguese passport and live currently in Germany.

My passport is Portuguese and my driving license is Brazilian.

Nowhere in the booking process it says that my passport and driving license should be issued by the same country.

Now the company says that they ask for the country of residence, but it does not mean that my driving license could not be from another country.

Now I can't rent the car, they don't wanna reimburse me for a lack information coming from their side and I lost my hotel booking as I have no way to go there.

I wish a reimbursement.

After a long time saving, We are from Australia, holidaying in the UK.

In good faith we used Cartrawler to book a hire car from 26/9 to 3/10.

The main driver was named as David Holt.

On Tuesday 20/09, The main driver, David Holt had his wallet (containing his Australian Driver licence & Credit card) pickpocketed. London metro police report reference no. 2326933/22.

On Wednesday 21/9, I, the additional driver, Lorraine Tobin (aka Welsh)telephoned Cartrawler to

1. advise of the theft

2. Request that main driver be changed to me

The Cartrawler representative asked me to hold and advised he was going to contact Sixt to seek advice, and he would advise me of outcome.

I stayed in the telephone for 15 minutes.

Upon return the Cartrawler rep. Said he has spoken to Sixt head office and a woman at Sixt Gatwick airport. He stated

1. Go to Sixt at airport as booked on Mon 26/9

2. Sixt would arrange a new contract in my name, as the main driver.

On Monday 26/9 at 11.30am and we advised the Sixt representative of the advice Cartrawler provided on Wednesday prior.

The Sixt representative advised that the information I was provided by Cartrawler on Wednesday was incorrect. He stated that Cartrawler would need to edit the main driver name and that he could not assist.

1. I called cart trawler at 11.35am and Cartrawler advised that they could not change the main driver name and would need to create a new booking no.

2. Sixt advised that try would not accept a new booking no. And a new booking would need to be created but the price would be approximately 3 times more.

3. Cartrawler told Sixt they would need to refund me as neither party could amend the main driver name

4. I stated to the Cartrawler rep. They Cartrawler made the error and they needed to fix it.

I asked to speak with a manager or complaints. The Cartrawler rep. Went away and came back in 10 minutes advising that his manager was going to call Sixt Head office, and that his manager would call me back in 5 minutes.

I waited 50 minutes and no phone call came. I had been not given any details to contact anyone directly.

It was now well past 1pm.and I had been at Sixt since 11.30am.

Because I received no phone call in a reasonable amount of time, not even a progress call, I was under the assumption that Cartrawler had left me abandoned. I provided my pH no. Of [protected] for a return call and I never received a call, to date.

I had to make alternate arrangements at almost double the cost.

In view of Cartrawlers error of incorrect advice from Wednesday and absolute inefficiency, my wasted time and significant extra cost, and inflexibility on Monday 26/9, I demanded a full refund from Cartrawler, within 14 days of the date of this email which was yesterday 27/9. I have not even received a response from Cartrawler

Should you require more information please contact me

Lorraine Tobin (Welsh)

I rented a car for my trip to Miami, due to hurricane Ian, was unable to make the trip, the airline honor the situation and change the trip date, would like to know if your company does the same, change the reservation date, or refund, since this due to nature. The car pick up in Miami Airport, september 25, 2022 drop off October 1, 2022.

booking number US641899440

I am not sure if this is the right place to raise my concern/complaint, but I couldn't find any other place on your web site to do it.

You have advertised on LinkedIn a role called "Head of Operations Support" for Dublin Ireland. I found both the role and company exciting, hence decided to apply.

On the 5th August I had a quick 20 min call interview with [edited] your Talent Acquisition team. I felt that the interview went well and Vanessa told me that she would speak with the hiring Manager and get back to me.

I waited patiently for almost 2.5 weeks and on the 22nd August I sent a follow up email [edited] for an update/feedback. At this stage I considered that I wasn't successful and wanted just to have some feedback.

Over a week later, on 30th August (Wednesday), you got back to me. You apologised for the delay and explained that you had managers off on leave and that the role was just about to commence now. You also asked me if I would be available for an interview on that same week.

Even though I was already fairly disappointed by the way my application was treated so far and in the positive mindset that I always try to have, I decided to give a go and I got back to her on the following day. I told her that on Friday 1st September I was rather free and flexible.

Surprise, surprise! I never got an answer...

I have a 16-year experience on Manager and Senior Manager roles. I have done plenty of job applications and interviews in my career and I NEVER had such a poor post-interview experience where I had to "chase" my potential future employer for a feedback or an update.

I have been several times, in my long career, a hiring Manager myself and I have ALWAYS treated the candidates with the highest respect, because every single candidate that applies for a job a) they are probably excited by the company/role, b) they spend time preparing their CV and c) they spend time preparing for the scheduled interview. So, we owe RESPECT to the interviewed candidates and the least that we can do for the unsuccessful ones, is to give them a detailed and constructive feedback. I am not even going to mention the legal requirement for a post-interview feedback...

Le loueur n'a pas été en mesure d'ouvrir le dossier de location fait chez CarTrawler. Il m'a fallu en faire un autre dossier au comptoir du loueur et ma réservation n'a pas été prise en compte. Aujourd'hui CarTrawler refuse le remboursement. Donc la location m'a coûté 2 fois le prix. Cela dure depuis plus de 4 mois. Cartrawler fait durer en demandant des documents qui n'ont rien à voir avec c la location (par exemple la somme sur le compte en banque au moment de la location !). Tous les documents ont été fournis jusqu'à des attestations. Rien n'y fait. Toujours pas de remboursement.

Je fais une copie de cette plainte et l'a transmets au Médiateur de la République auprès du Tribunal de ma ville.

Reservation IT800542150 / [protected] - CarTrawler

Numéro de la réservation : IT800542150

Confirmation N° [protected]

23 juin

Apt Leonardo da Vinci, Hall Rent a Car Palazzina EPUA 2 - 2nd Floor, Rome, 00050

17:00

N° de téléphone d'agence

+39 06 [protected]

27 juin

Apt Leonardo da Vinci, Hall Rent a Car Palazzina EPUA 2 - 2nd Floor, Rome, 00050

17:50

Cancelled on june 20

Cher/Chère Luc Poncelet,

Cher/Chère Luc Poncelet,

Nous avons le plaisir de vous informer que le remboursement pour votre réservation de voiture de location IT800542150 a été traité.

Veuillez noter que votre banque peut prendre jusqu’à 5 jours ouvrables pour traiter la transaction. Le remboursement apparaîtra sur votre relevé bancaire avec la mention suivante « ET Car Hire ».

Nous espérons vous revoir bientôt.

Sincèrement,

Le service client

I rented a car by Cartrawler and they supplied a car with no working windshield wipers/fluid, low tire pressure and a window who did not roll up for two day. Non of this I noticed at the pickup so a few hundred miles in our holiday and away from the pick up point this came to light. To far away to head back.

All defects where written down when the car was returned, and when I mail the customer support they where so helpful to point me to my own travel insurance or the supplier in Spain where we picked up the. The Customer service employer Eslam (no last name supplied) made no effort what so ever to resolve this issue.

Car rental PL808056270. The Green Motion office in Krakow supplied us with a car with 35000 km on the clock. They failed to guide us through the technical issue when car broke down 24h after pick up. We were on a dark country road with children aged 4 and 8 asleep in the car at midnight. They failed to answer our calls multiple times and then advise to wait in the car 1-2h for recovery. They failed to provide effective communication regarding replacement vehicles and then suggested we get back the “fixed” broken car. They dispute our rights to a refund for the leftover days of car hire, hire of child seats and insurance.

routes failed to provide rental vehicle that was reserved which was a Chevy suburban or a vehicle of the same size. I have included all of the pertinent information I have. If the rental agreement would be of any help, let know and send me a fax number so that I can send that document to you.

Booking nr: B51477254

Pick up date 6/30/2022

Pick up site:

7276 Narcoosee Rd

Orlando Fl 32822

Cost for rental $423.26

I provided all the information I was required through budget to rent a vehicle but when I arrived in Mexico, I was not allowed to use the car because I didn't have Mexican identification which was never told to me. I had to pay for transportation in Mexico in addition to the rental fee. They did not work with me at all to compensate me for the vehicle I never got to use. I was routed to Cartrawler who is refusing to refund me even though I never used the vehicle. They have told me to reach out to Budget to seek compensation when Budget is who referred me to Cartrawler. I feel as if I am being completely taking advantage of

Disgusting service and customer service

AGP Airport

Driver never come, customer care take more than 15 mins to answer, and ask me

To wait online. After 10 minutes waiting, O hang up. Customer care call me back 10 minutes later and says that the driver is with my name in the airport. After severals checks : No driver at all with my name.

I took a bus to transfert to my hotel … AND THE BEST: CARTRAWLER charge me!

I wish to make a formal complaint regarding my experience of the transfer I booked recently, customer reference - IT621717840.

My booking included a driver to meet us at Milan (Malpensa) at 8.30pm on Friday 29/07/22. (60 minutes wait time)

Our flight (VY9434) was delayed slightly, however we arrived at the arrivals hall at just before 9.00pm, and there was no driver to meet us. I received a text from a driver at 8.39pm, stating 'good evening I am your driver', and the same message on whatsapp at 8.41pm, then a whatsapp at 9.00pm - asking 'Where are you?', the number of the driver was different to the numbers that were listed on the booking confirmation.

The messages gave us the impression that the driver was waiting for us in the arrivals hall, but as I have already stated there was no driver with a sign with my name to meet us.

After looking around the arrivals hall I responded to the driver by text at 9.03pm, stating that we've arrived and were waiting in the arrivals hall, then sent a picture of myself in the arrivals hall to the driver at 9.06pm (pic attached), so that the driver would be able to recognise me. At 9.08pm I received a whatsapp message stating - 'unfortunately I had a flight that was delayed, and I will arrive in 25/30 minutes, I apologize'.

At 9.40pm the driver arrived, and confirmed that he had just returned from holiday (Palermo, Sicily) himself, and would need to pick his car up from a park and ride car park, and that it may take another 30 to 45 minutes to pick his car up, and return for us.

We could not believe this scenario, and didn't know what to do, and he stated that he would see if he could arrange for us to be transferred with him to the park and ride, where his car was parked.

He was able to arrange this, and as it was getting late and we seemed to have no other option, we went along with this suggestion, although we thought it inappropriate. So, we got on a minibus to - Mr. Parking, Parcheggi Low Cost, Parcheggio Malpensa (pics attached), the trip took around 20 minutes, we then transferred to the drivers car, and he drove us to our destination.

Reservation No ES586234280; Confirmation No 6664128

ID : [protected]@mireconsult.com

Je fais suite à la location d’un véhicule à Minorque selon la confirmation ci-après.

Quelle ne fut pas notre surprise de constater à notre arrivée au comptoir de OK mobility que notre contrat avait été résilié par cette société de location et qu’aucun véhicule n’était disponible.

Après analyse de la situation , nous avons compris que l’heure de prise en charge 02:00 AM était dépassée, raison de la résiliation.

Après un téléphone à l'agence locale, nous apprenons que notre contrat est résilié pour non prise en charge à l’heure prévue et non remboursable !?

Après une longue négociation nous avons finalement loué un véhicule de catégorie inférieur pour un montant de 1548 € !?

Etant donné que l’agence OK Mobility n’a pas été en mesure de nous délivrer le véhicule à l’heure indiquée, en effet l’agence était fermée et que nous avons payé pour la location d’un véhicule jusqu’au 9 juillet à 09:00 !

My son arrived in Palma airport, mallorca late after his ryanair flight from Dublin was delayed. He had no checked in bags so came immediately out to the car meeting point and the car was not there as the plane was late. I am shocked by this service. The flight number was requested at booking and the booking said the car would wait one hour from arrival time. It was gone before arrival time.

We managed to contact the taxi company who said they were there at the time we booked and that they couldn't do anything more for us. This is shocking as he couldn't contact them to let them know the plane was late as he was on the plane at the time. It is standard procedure for transfer companies to monitor arrival times.

They had to queue for a taxi and pay €100 so a 30 min taxi ride ended up costing them €170. This is unacceptable.

Car rent company had confirm booking and in time of collection they inform that no car avalible while payment deducted

One month Amy my payment had not been refund and very bad response from cartrawler