I had family coming over to visit so I decided to hire a car to collect from the airport. Found Cartrawler online, and found the car that was suitable, the money was taken from the card immediately but they failed to send my son-in-law the confirmation email with the voucher that he could print off and bring with him to collect the car.
It took many attempts to get them to send him voucher, this is when I found out that the car wouldn't be from the company that I was told on the booking form on the website, the car was supposed to be provided by Aquarius Car Hire, ans was supposed to have enough room to hold 3 cases.in the end Cartrawler finally sent the confirmation email, about 3 days before the car was due to be collected. They informed my son in law that the car that had been booked on the internet wasn't available but an alterative would be provided.
Now when that statement is made then the alternative should be like the one that was booked, with enough space for 3 cases, the car that we were given just had space for one. The car was very poor driving quality. When the car was collected my husband was told that he would have to pay a deposit of 700eur, but he did not have that amount available, so they charged him 112eur plus a refundable deposit of 175eur, which they said would be returned to the account on return of the car.
The car was returned in perfect condition, and we were told by First Choice Car Rental that we would receive the money back in the account. That was on the 8th June.
We are still waiting for the deposit to be returned. Cartrawler said on the 18th June that they were opening a case to look into what happened, and that I would have regular updates. I have had no such updates, and when ever I contact them I just get an automated email with the same response, they have also sent me 2 emails that were for somebody else, who used their service in South Africa and also must have experienced issues.
As far as I am concerned they have broken their agreement, they have not updated me with what is happening in the case, they do not care If I am angry about the situation, and they will not give me my money back. Altogether it has been a horrendous experience, even now they send emails that state they are looking into it and that it will take 21 days, their 21 days are over, but still no response. This is very bad service, and I hope that nobody else experiences it.
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