CarTrawler review: Thrifty car rental at verona airport

I booked a car with CarTrawler online for my trip to Verona from 4th September to 12th September. The booking reference was IT787761380. My flight arrived at 20:30 on the day, an hour and a half later than expected. When I arrived at the rental desk, the Thrifty desk was closed, despite all other car rental services being opened. After trying for over an hour to contact someone, I was resisnged with my partner to book a hotel for 100 euros at the local airport hotel. We then arrived at the rental desk as soon as it opened the following morning to take out car. Upon arriving, however, we were advised that our car booking had been cancelled and no cars were available. In this period the rental desk had only been closed so I was stunned at how this could be the case. I was advised nothing could be done and after speaking with CarTrawler for an hour on the phone was told a complaint would be raised to help me get a refund of my money and that I would be consulted about this process. I then had to spend another 400 euros on a rental from another organisation.

After returning from my trip, I called to discover the status of the complaint and was advised that my complaint had been closed. I spoke with Muhammed about this, a case manager, on 15th September, He told me I hadn't been contacted about it because the system had problems so they just closed it and didn't realise they hadn't contacted me. I was appalled that in addition to taking a booking fee of £307 for my car, noone had tried to consult with me through a complaints process.

I paid upfront and online for a service I never recieved and do not understand how a case may be closed without speaking with a customer. As noone had tried to contact us when our flight was delayed or advised on the situation, I was equally appalled.

I would hope this is just a misunderstanding and that the money I paid for this will not just be accepted by an organisation who had done nothing for it.