Poor Customer Service

Hired a van through Car Trawler. I had problems at the hire station, not of their making but sent Car Trawler an email telling them of the poor customer service at the hire station. I received an email from Car Trawler going into great detail about how the car wasn't released to me because of this that and the other - nothing at all to do with my experience and obviously just a standard excuse email they send everyone. I don't think they even read my email.

Bedste kundeservice jeg nogensinde har fået!

For ca.2 måneder var jeg på ferie på Gran Canaria og inden afrejse havde jeg booket en "intermediate" bil gennem arguscarhire.com. I beskrivelsen stod der "Audi A3 or similar". Men da vi ankom til lufthavnen, blev vi ret skuffet da vores udbyder Avis, gav os en Citroen Picasso (kategori F). Vi forklarede dem at det ikke var det vi havde booket, og at vi som 2 personer slet ikke havde behov for så stor en bil. Vi ringede også til Argus Carhire, som var venlige og servicemindede og sagde at vi enten kunne tage bilen, og derefter få refunderet forskellen på de to kategorier, eller vi kunne lade være med at tage bilen, og dermed få refunderet det fulde beløb. Da vi havde brug for en bil, valgte vi at beholde bilen. Vi forklarede Avis hele situationen, og de tilbyd os i stedet en VW GOLF, som er i samme kategori som Citroen. For at få refunderet forskellen, har jeg været i kontakt med cartrawler pr mail. Processen for at få pengene tilbage har været lidt lang, men kundeservicen har været i top og vores kontaktperson har været virkelig servicemindet. Selvom at det er uheldigt og ærgerligt at vi ikke får den bil vi bestiller, og at vi måske har betalt lidt mere via arguscarhire end hvis vi havde bestilt direkte hos Avis, så vil jeg stadig rose cartrawler for deres gode kundeservice.

Utroligt, men sandt - og på grænsen til ren snyd...

CarTrawler slipper afsted med at sælge billeje i Danmark uden at overholde den danske lovgivning, dvs. at information om den fulde lejepris mangler ved aftalens indgåelse.

CarTrawler oplyser ikke den fulde pris på billejen, men skjuler (op til) halvdelen af lejeprisen ind under det de kalder "pick up full, return empty".

Det betyder i sin enkelhed, at der er en fast pris på at biludlejningsfirmaet (fx. Avis eller Budget) fylder tanken op efter lejeperiodens ophør, uanset om tanken er næsten fuld endnu eller tom. Prisen er i mange tilfælde lige så høj som selve prisen på billejen.

Endnu en fup virksomhed!

Jeg havde lejet bil i Polen for 1 uge siden. Vi venter i 45 min. ingen kommer, og ingen i lufthavnen kender firmaet. De skrev ellers de havde kontor i Krakow lufthavn, og der var billede af det, men det eksistere ikke.
Jeg ringede til de to numre på min voucher, det ene nummer var i Polen og det andet i Irland, begge steder var telefonen slukket.
Så vi måtte leje en bil der kostede 3 gange så meget. Da vi ankom til hotellet skrev jeg en mail til dem som jeg ikke har fået svar på, jeg har lige skrevet en mere, men den får jeg nok heller ikke svar på.
Jeg fandt bilen på billeje.info, jeg tror det er et og samme firma.
Jeg betalte et depositum plus en ekstra forsikring.

Uigennemskueligt

Uigennemskuelighed. Ikke til at stole på.

Conned ?

Booked a car from Faro Portugal through Cartrawler. Contract was for £28.57 plus a tank of fuel, ended up paying £71+ fuel. Deal was still a good deal but not an honest way of selling. Won't use them again or Goldcar rental who supplied the car

Car Trawler CAN provide a good service but ar not so good when dealing with problems

We hired a car in Gran Canaria which was fine. However, the company concerned was trading under one name but was owned/administered by Europcar, a company that we do not wish to hire from having had a bad experience previously with them.
The company operate a collect full tank return empty which is clearly displayed in the terms and conditions. However, we expected only to be charged for a full tank, £35, but the final cost was more than £70! Apparently, the company can charge whatever it likes for filling up the tank. There is NO mention of such a charge in the terms and conditions and both Europcar and Car Trawler write that we chose the full tank option to which I replied that there was only ONE option! Unhelpful to say the least

Terrible - no refund

We rented a car in Italy through a CarTrawler site, car was paid in advance as CarTrawler charged my card, with additional insurance. Arrived late evening at the Europcar's desk at Bari airport the assistant could not charge the deposit on my card - valid, normal Master often used. Cash as deposit is not possible.
So I did not get the paid car from Europcar. I was forced to book a car for cash in another place - for much more costs, and the insurance is not valid for new booking.
I asked to refund. Europcar wrote: I apologize for any inconvenience this reservation might have caused. Since this booking was placed through Cartrawler, I am unable to cancel the hire. In order to get this reservation cancelled you will have to get in touch with CarTrawler" Correspondence, waiting.
At last CarTrawler informed me:"We include information about a requirement to present a valid credit card in your rental conditions. Therefore, unfortunately, we will not be able to process a refund of the funds paid." supply, but totally inadequate quibbling. Let's go to legal process...

Do not use Cartrawler sites

We rented a car in Spain through a Cartrawler site, and got a car through Alamo.
After the vacation we were charged an extra amount which was not agreed. After 2 months of "dialogue" with the customer service it seems like imposible to get the refund.......we are still waiting for a solution as we always get a new request once we upload a reply to custome service.

Ari Lehtonen found this review useful

Avoid like the plague! DO NOT USE and DO NOT TRUST

I use many car hire companies (at least 1 a month) and this organisation has poor customer service, unclear documentation and are generally underhand and difficult to deal with. I ended up with a car hire company I hadn't booked with at a location off airport, waited over an hour for transportation and was then hit for an additional 110 euros that I had not agreed to and I'm still fighting for a refund on. I've referred the matter to my credit card company and will take to court if necessary. DO NOT USE AND DO NOT TRUST.

Wrong car no full refund!

If the car your voucher promises is a lot smaller than the one you have paid for you will be charged a twenty five Euro administration fee even if you rebook for a car that matches the original online description in your booking. This has happened to me and I am disgusted, I booked a four door five seat car that would hold two suit cases and was allocated a Fiat 500, this is a rip off scheme and I would never recommend this company

If you have a positive experience with them, please contact me!!!

The worst lot I've ever experienced, so here goes.
I order a rental car, for my holiday destination, and on the seventh day I discover, that the airline will land at another airport, on the opposite side of the island. That is why I cancel my booking online, since it states:

"If the booking is cancelled within 7 days of the car rental booking date and at least 48 hours before pick up time, all funds will be reimbursed."
(Taken from website August 28th 2012)

But they forgot to mention that the clock is ticking and it's not actually calendar days, however it's the hours from reservations is made, and until they have received the cancellation request, this has not happenede within 168 hours from reservation, bit 176 hours. So still three weeks till I'll go on a holiday, but allready I have been ripped off with 25 Euros, by these bastards!

Do I have to say that I have had to wait 25 minuttes on the phone, ending up with no solution, no supervisors, no nothing.

I have already made a complaint to the European Commision, Consumer Affairs Department, and I'm looking forward to see the results of that.

Please book directly from the Carhire companies, it might as well be worth the extra few bucks...

Chris

NB: Sorry for the language...

Total ripoff

I rented a car from Sixt at Dublin Airport in May. The rental was arranged through CarTrawler and I paid in advance. I was very surprised at the additional costs when I arrived at the airport. I called Car Trawler but they offered no help. The additional "optional" coverages, which I did not wish to purchase were more than double the original rental rate. I have my own coverage for Collision Damage and have always used it when renting cars from other companies. They would not accept this at Sixt. The first car they gave me was very dirty, had damage and was missing a wheel disk. I insisted on another vehicle. Staff were not pleasant. I would never rent again from them.

Terrible and dishonest

I was told my initial booking was invalid, as they made a mistake and they asked me to pay more for a second booking, promising to refund the first booking and the difference. Following the booking they have ignored all my requests for the refund. This company seem to use pretty unsavoury tactics to get bookings and then treat people dishonestly to obtain more money, avoid them.

Cartrawler provide excellent service

I used car trawler to hire a car in Toulouse. We had some problems with the car rental company Europcar who although they offered the option of snow chains could not guaranty to be able to supply them when I picked up the car. Cartrawler staff spent considerable time trying to get Europcar to confirm they would supply snow chains. In the end they changed the car rental company to Sixt who could guaranty to supply snow chains.

Cartrawler staff were always helpful and willing to put in the work to solve the problem with Europcar.

I would recommend Cartrawler.

John R

DO NOT USE!

Worst car company ever, never use them if you want to pay massive charges!

Avoid Car Trawler

At my Car Rental with Car Trawler, made through the website of Car Rental Group, or Rental Car Gourp (both names are in use), I made a real bad experience. I can only suggest: Never use Car Trawler, or Car Rental Group. But step by step….

Doing research in Internet for a hiring a car in Mexico City I somehow got on the website of Car Rental Group. The deal seemed good, I checked Interent for reviews and did not find negative reviews (but also no positives), so I booked the car. After a short while I got a conifrmation mail over 1008 USD for the 40 days rental and a second mail with a link to the voucher, that I should print and present at Sixt Car Renatl at Mexico City. A copy of the voucher can be seen here. The price for 40 days should be 1008 USD. Depending to the voucher I had to pay an additional 118,94 plus 106,20 for tax and fee, nothing more. In total round about 1235 USD. Insurances included, so the voucher says. So far so good.

When I arrived Sixt Car Rental, they told me, that I have to pay an extra 23 US$ per day, as they are not allowed to rent cars without an insurance. That would make an additional 920 USD. The voucher says that all insurances are included, but they did not care. “23 USD extra per day or you do not get the car”, was the answer. After long discussion and after I tried to get a car somewhere else, which was not possible at similar price immiedatly (only next day) I decided to agree an resolve the problem with the overpayment later with Car Rental Group. So the price should be 1008,– plus plus the 118 + 106 for tax and fee, plus 920 additional incurance, in total rond aboaut 2150 USD (29800 Mexican Pesos). Then Sixt authorized the amount of 35000 Pesos (around 2700 USD) on my credit card. The difference to the 2150 is a security deposit, in case the car gets lost or man has an accident. These authorization failed as the limit of my card was exeedet. So Sixt refused to rent me the car at all. I stood there with no car, had to go to different other Rent a Car and had to rent a car to a much hihger price at the end. The contact to the other Car Rental Agency was conected by the ladie who works for Sixt. Now, when looking back taht seems somehow strange to me, but at the moment it happened I was happy for the help and for having a car finally.
At the same day I complained at Sixt and Car Rental Group about the case. Car Rental Group answered me immedieatly that they are not responsible, as the car was confirmed by Car Trawler, but they were so nice to foreward my complaint to Car Tralwer. Car Trawler…? Who the f…. is Car Trawler? Oh…. look at that. In the email from Car Rental Group with the link to the Voucher, the link was an external link to Car Trawler and the voucher, if you read it carefully, says: Car Rental Voucher from Car Trawler. Nobody communicates that and all mails and comfirmations I got came from Car Rental Group. To me it seems that this is just a kind of game. Car Rental Group and Car Trawler are both located in Irleland and I suppose it is is one company, or two companies that are linked somehow. One makes the deal, give the deal to the next, and at the end nobody can be held responsible for anything. I sent another mail to Car Rental Group asking if they and Car Tralwer are linked somehow, and/or if all clients booking through Car Rental Group are recieving vouchers of Car Trawler. No answer from Car Rental Group anymore. No answer is also an answer.
A few days later I had to see, that Car Trawler booked the whole amount for the failed renatl (1008 USD) from my credit card.
When cecking the internet for reviews of Car Trawler I found a lot of similar cases like mine. Rentals failed, or only processed with high extra insurances.
Sixt headquarters in Gemany answered to my complaint: Sorry for your inconveniences but we are not responsible. Please contact Sixt Mexio. I did not expect anything else, and legaly they are right. In the station in Mexico a wonderful, nice advertisement viedeo about Sixt is shown permanently. It says how much Regine and Erich Sixt, are taking care for their business and their customers. Yes… sure… but they are not ersponsible for nothing if something goes wrong. Talk to Mexico please.

I do not know who srewed in my case. Car Trawler or Sixt. I had a voucher from Car trawler that said that insurance is included, car was prepaid already (as Car Trawler charged my credit card) but sixt asked for an authorisation for the full amount (rental, fees, tax, additional insucance, deposit) which exceeded limit of my card at the end and then refuse to rent me the car at all.

I immens costs, as my card was charged by Car Trawler and I had to rent another car, that I surely had to pay. So: Double costs, one car.
Car Trawler after around 2 weeks answered and apologized for what happened and told me to refund my money, which can take up to 10 days. After aproximatly 10 days I got the not, that now Financial department has agreed to refund my money (how nice of them) and it will take 7 to 10 days til I will get my money. They need 24 hrs. to charge my credit card but weeks to refund the money. No word of compensation for the extra costs I had.
Around a week later I found on my cc account 774 Euros refund (1008 USD) but they charged me 812 Euros 4 weeks earlier. Bad luck for me, exchange rate..... So I had to pay 38 Euros for giving them my money for four weeks.... That is a bad way to waste my money.
But it is not the end. I will keep on going and I will try not to let them get away with this kind of doing business.

Got charged a lot more than what I expected

I had to pay a bit over 100€ more than what I expected for renting a car for 4 days when I picked up the car, because the actual price of renting is hidden in overview of the price. Don't use them, they are much more expensive than other alternatives. For Scandinavians I can highly recommend using http://www.holidayautos.dk/Pages/Information/PriceMatch/Default.aspx instead!

DON’T DO ANY BUSINESS WITH CARTRAWLER

Normally, I don’t post reviews on the Internet, neither positive not negative, but now I was forced to. I have recently booked two rental cars for our vacation (group of two families) in Germany. I performed comprehensive price comparison of different offers from various rental companies and internet booking broker systems. As result, I booked two cars (from different car categories). One was booked using CarTrawler and one using economycarrentals.com. I selected them since they have the best price/performance offers for the corresponding car category. The deal I purchased using CarTrawler was completely prepaid with voucher saying that there is no additional mandatory charges to be paid while collecting the car. It was one week rental from Dollar (rent-a-car company) at Munich airport (at the end of March 2011). When receiving the car at the counter I was told that there is a mandatory charge for winter tyres (91 euro). I had no choice and I paid. The other car I collected from Sixt at the same airport for the same dates without any additional cost (this car was cheaper since it was a little bit smaller – both were “Full size”). After my return from the vacation, I contacted CarTrawler with polite explanation of the issue including all required documentation. After receiving a couple of very formal answers that can be summed as “we apologize but cannot help you”. I decided to post this facts here to warn all you out there. DON’T DO ANY BUSINESS WITH CARTRAWLER. Their price quoting is just a trick to attract customers with low prices and to apply on them hidden charges when nothing can be changed and the deal cannot be canceled. In such a way customers can face any unexpected levels of prices while using their service. I can understand that they can have problems, while online quoting the price, what additional charges can apply, but they must include a warning message and should require from their car suppliers to provide such information when issuing the voucher allowing the customers to cancel the deal if they are not happy with the final price. Otherwise we purchase product without knowing how much it will cost us at end. I'm sure that this is the common sense and it is expected by any customer.

Avoid this company for car hires!

money taken from Barclays visa creditcard when booked, car refused on pickup stating they do not accept the same card for the deposit, no refund given. unpleaseant in their communications as well. Worst experience with carhire for me so far, Avoid at all cost!

brug det

firmaet fungerer som mediator til de store udlejningsselskaber. du angiver minimumstørrelse, afhentningssted og periode - så finder de det bedste tilbud. Det er gratis, og i mit tilfælde sparede jeg 2K på 3 ugers ferie. Anbefales