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“Terrible Customer Service”

written by sfeirda on 15/02/2017

I used them once and would not use them again solely based on their customer service or lack of I might say - after sale. They were very fast to take my money though when I was billed twice, for the same transaction, they were fast to find reasons to justify the charge and ignore finding a satisfactory resolution. 

Since they act as intermediary, they handed my reservation to dollar rent a car. When I concluded my transaction with dollar, I got charged the initial reservation fee of $456 – which I paid to cartrawler back in June of 2016) in addition to $151 in upgrade fees for a total of $606 - So I was charged $1062 in total instead of $606. 

When I asked them to help solve this issue and refund the $456, they said " Unfortunately, as we are not present at the desk, we cannot be privy to any conversations that may have occurred"... and proceeded to convince me that perhaps the $606 is an upgrade for the $456 original charge and that is normal!!! I should not be disputing the charge! 

So obviously things are not what they seem to be... talk about hidden costs!!! I spent much time back and forth and their answer did not change and no resolution offered and no answer! What a shame and a terrible way to handle a customer. 

I join my voice to the numerous unhappy customers below and wish I have read before I transacted with them ! Would absolutely not be of a choice next time I need to rent a car and certainly would reconsider using Hotels.com which was the source of the initial booking!