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“Problems Using CarTrawler”

written by YOUGETME on 18/08/2013

I paid a deposit to CarTrawlers and next day received details of the booking identifying pickup location for car as being off the airport and would need paid transport to get to location.

So that day (2nd after booking with deposit)I contacted CarTrawler advising I wished to cancel. I was told I had to do it with the rental company directly. However on going back to voucher, there was no telephone number or clear link on the voucher. Bearing in mind time difference between countries I went back to CarTrawler who gave me contact and email. Twice on two different days I tried to cancel via the rental site by emailing. Both were sent back as undeliverable.

Once again I contacted CarTrawler who sent another link. The voucher showed the payment was completed with full payment (a 3 week hire not starting until the end of October and not requiring full payment at this time).It also had me listed as a male and being 24 years younger than what I had placed on the original reservation!!!! So with such inaccuracies I had no confidence in the booking.

I finally got a telephone number for CarTrawlers and called from abroad on 18 August. They kept repeating what I had booked and I told them I knew what I had booked and as expressed in emails that I wished to cancel due to location and details that the car rental company had put onto its booking. They give you 7 days to cancel. Having put it in writing the 2nd day surely should have been enough!

In speaking directly with CarTrawlers said they could only see a deposit being taken. I said I had already tried to cancel and they said that as more than 7 days had passed I would loose the deposit in spite of my telling them in emails that I wished to cancel.

Clearly I am going to take this up with my credit card company to argue for refund due to lack of concern by CarTrawlers on the rental companies with whom they broker. They clearly are passing the buck and making easy money and in my view unethically by not helping their customers.

I hope this will be a warning to others.
Loraine R