Cartrawler

Thank you for contacting us earlier regarding our mutual customer [redacted] 's Complaint.As discussed, [redacted] made the booking onlineIn the terms and conditions, which she agreed to, it stated that the agent at the rental desk will block ( hold) USD on the her credit card.This a security deposit, which is returned to customer when car is returned.Please check terms and conditions of the the booking.Lastly, please apologies to the customer for any inconvenience caused.If you do have any further queries, please do not hesitate to contact us.Kind regards, [redacted] Customer Support Representative

Dear Sir / Madam,Thank you for your email.In order to further assist you, can you please provide us your booking number?We will get back to you once we receive this information from you.Kind regards, [redacted] **Customer Support Representative

Dear Sir/Madam, Thank you for your letter to our Boston office dated Tuesday 13th October regarding our mutual customer Mr [redacted] I am very sorry to hear of the disappointment that Mr [redacted] has experienced during this rentalAs I can see Mr [redacted] has contacted us on the where we proceeded to contact the rental agent to request further informationFrom here I can see Mr [redacted] then issued a chargeback of the funds paid for this booking with their credit card issuer which we no longer can handle this as a customer care issueThis is currently being addressed by our fraud team who will be in communication with the credit card provider in order to resolve this.I hope this will help to clarify this for you and that the customer receives a satisfactory resolution.Many thanks [redacted]

Would you be able to advise the customer to contact us so that we can assist further?Thanks.Kind regards,*** Customer Support Representative

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Their response included no new information, and offered a refund of only a third of my payment, which had already previously been rejected in direct communication with the businessIn addition, I have also filed a consumer complaint with the attorney general's office as advised in our prior communicationsPlease advise when further action is required on my part Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]

Hi Revdex.com, For us to be able to facilitate this query, please provide us with the customer's reservation number or email address. Kind regards,***Customer Support Representative

Dear ***Thank you for getting back to us with your comments.I have reviewed this case again, including your latest feedbackHowever, I must confirm that our position on that matter unfortunately remains unchanged as the information regarding fees for young drivers was included online
at the time of booking and also on your prepaid voucher. BDriving Age:The minimum age to rent a vehicle at most locations in the United States and Canada is years of agePlease refer to the Local Policies for specific information on driver ages at the location where you intend to rent and the applicable charge for drivers to years of age.I would like to stress that CarTrawler will always endeavour to reach a solution that is both reasonable and in line with the Terms & Conditions of your rental agreement.Therefore, I trust you will understand that we are not able to proceed any further with your case on this occasion.Kindest Regards,***Cartrawler Customer Care

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I understand that there are other fees attached to being under the age of and renting a carHowever, the *** website asked me to input my age when reserving the car, and there was no added fee or indication that there would be added fees when I input my ageAll of the other car companies I looked at asked me to input my age, as well, and all of them indicated that there would be an additional fee at that timeThere is no reason to ask for the driver's age if you aren't going to disclose the fees at that time. Additionally, there are considerable fees beyond the age fee on this billIf there are this many additional taxes and fees, then *** *** cannot tell me my remaining balance will be $X and then suddenly charge me hundreds of dollars extra. I am not the only one having these issuesWhen I returned the car and mentioned these issues to the manager at the counter, the lady next to me was complaining about the same thing*** *** rental cannot keep scamming their customers out of hundreds of dollarsIf you indicate a cost online, that should be the cost, barring a few potential additional chargesIf you ask a customer's age, that should be factored into the cost, or they can and should assume that it will not be
Regards,
*** ***

Customer set up a case relating to this issue and we responded.Our position remains the same.Please see response belowDear ***,Thank you for your correspondence.I regret that you were unable to use the car rental booking you made through Cartrawler.Every effort is made to accommodate changing
pick up times, but the car rental agent is not always in a position to hold a vehicle after the pitime has passed or to keep the rental desk openAt Cartrawler, our customer is our primary concern, but we must stand by the rental Terms and Conditions that you agreed to at the time of bookingFor this reason, I am not able to offer a refund on this occasion.I do recommend that you contact your travel insurance company, you may find you are entitled to claim a refundAlternatively, you can contact your airline to find out if they are in a position to offer you compensation for the inconvenience caused by flight disruption.I regret that I cannot provide the solution you were hoping for.Kindest Regards,***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Yes I did reserve a vehicle online, prior to doing so I was verbally told over the phone that I would need a $200 deposit on a major credit card, no one said anything about a $350 deposit if it was a [redacted] until I went to pick up the vehicle, therefore I did not pick up the vehicle. This company has asked me for my full credit card number, I will not give it to them, they have already stolen $70 from me, I do NOT feel safe giving them the whole number. They're telling me thats the only way they can give me my money back, I work in the credit card industry, I give refunds everyday all day long I know for a fact they do NOT need the whole number.
Regards,
[redacted]

Good day!Thank you for your email regarding this complaint.Upon checking this has already been escalated to our customer care department and it's now being reviewed by our case manager.Our case manager has contacted the local office and an update will be provided to the customer once a response is...

received.  Kind Regards,[redacted]Customer Support Representative

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
[The message they responded with says to have me contact them directly. I have done that numerous times. Every single time I was told the same thing, which was pretty much - too bad, we're keeping your money. I filed a consumer complaint with the attorney general as well, but haven't gotten a response at all from them. I simply don't understand how this company can operate in this manber. I can't be the only one this has happened to. And no one is doing anything about it .]
Regards,
[redacted]

Would you be able to advise the customer to contact us so that we can assist further?Thanks.Kind regards,[redacted] Customer Support Representative

Booking Ref: [redacted]CarTrawler Ref: [redacted]Revdex.com Claim number:  [redacted] Dear Sir/ Madam Thank you very much for your email regarding our mutual customer [redacted].Please see below email thread between us and Ms. [redacted]. On this occasion we have not been in a...

position to refund Ms. [redacted] the full cost of her reservation  as she did not adhere to the terms and conditions of her reservation. When making a booking we advise that the the customer must present a valid credit card in the name of the lead driver with sufficient  funds to cover a security depoist at the time of collection. The customer is asked to agree to this policy prior to making payment for the booking and in the event that they do not adhere to this we do advise that no refund for the booking is due. As we appreciate the inconvenience that this has caused to Ms. [redacted], as a gesture of goodwill we have offered to refund USD 109  which is a refund less processing fee. I hope that this has helped to resolve this matter to your satisfaction.Kindest Regards,[redacted] Cartrawler Customer Care

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].

Dear Sir/Madam, Thank you for your letter to our Boston office dated Tuesday 13th October regarding our mutual customer Mr. [redacted]. I am very sorry to hear of the disappointment that Mr. [redacted] has experienced during this rental. As I can see Mr. [redacted] has contacted us on the...

23.09.15 where we proceeded to contact the rental agent to request further information. From here I can see Mr. [redacted]  then issued a chargeback of the funds paid for this booking with their credit card issuer which we no longer can handle this as a customer care issue. This is currently being addressed by our fraud team who will be in communication with the credit card provider in order to resolve this.I hope this will help to clarify this for you and that the customer receives a satisfactory resolution.Many thanks[redacted]

Dear Sir or Madam,Thank you for your enquiry.Please note that customers need to open a complaint case on our webportal if they experienced problems during the rental. Please find below the information on how to set up a complaint ticket.In order to resolve the problem for you, we will need to create...

a complaint ticket for you, where we are able to keep you informed as to the progress of the investigation. We will aim to resolve your complaint within 20 working days from when it is created, but it can depend upon the type of problem and who the car rental supplier was.In order to start the process, we will need you to click on the link below which will automatically log you into our customer portal, and where you can classify the nature of your complaint as you see it, provide us a description of what happened, and upload copies of documents that we will need to pursue your complaint.Please follow this link: https://www.cartrawlersupport.comThen enter the reservation number and email address used in the booking to login.To create your ticket, click on the "Customer Support" button.The next step is that you must choose "Yes" for the question "Would you like us to contact you". When you select "Yes",the options to upload documents become visible. If you do not select "Yes" the case will not be processed any further.After you have done that, please chose the Inquiry Type that best fits your complaint, then choose the Inquiry Description that best fits your complaint.You may then in the Details box, provide us with a description of what happened - the clearer you can be, the faster we will be able to start the process of investigation.Finally, if you have experienced any charges that you would like investigating, please make sure to attach the copies of proof charges, and of course your supplier agreement.As soon as your complaint has been created, within the next business day, we will start working on it.We look forward to assisting you further.Kind regards,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
Their response included no new information, and offered a refund of only a third of my payment, which had already previously been rejected in direct communication with the business. In addition, I have also filed a consumer complaint with the attorney general's office as advised in our prior communications. Please advise when further action is required on my part.  Regards,
[redacted]

Dear Sir / Madam,Thank you for your email.In order to further assist you, can you please provide us your booking number?We will get back to you once we receive this information from you.Kind regards,[redacted]Customer Support Representative