Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently booked a car and insurance online with this company. It was paid in full via **** debit.Upon arrival at the airport, they added additional tax charges I offered to pay this via the original payment method. They refused this and also refused cash payment.They then also had me contact car trawler, with very much seemed an AI automated response each time.This left me stranded at the airport, miles from home.If they don't accept **** debit, why did they take the full original payment from this account Requesting full refund

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car through **************. When I got to the rental company in ***********, I was told they had given my car to someone else!! I came straight from the airport to their rental facility! I was not late. They pointed me down the street to another car rental company (they didn't take me by shuttle). So, I walked with my bags down a long bumpy street, hoping to get a last minute rental car. Luckily they had one, but when I got home, I noticed the original car company hadn't refunded my money. I contacted them, but they denied my request for refund. DO NOT DO BUSINESS WITH THEM!!

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Cartrawler regarding complaint ID ********.

  I have called them several times as well. No one ever answers the phone.
  
  Sincerely,
  
  ***** *******

  
  

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 21, 2025, my family arrived at *** from ********* on Qantas flight QF93. We had pre-booked an airport transfer through CarTrawler. Over 15 hrs before the flight, I proactively contacted the assigned driver, *****, via text message to inform him of our updated arrival time due to a flight delay. He responded and acknowledged the change.Upon arrival and after clearing immigration, we received a message from ***** instructing us to proceed to pick up location B10. I replied within 2 mins to confirm we were on our way. ***** responded again with further instruction, which we acknowledged. This two-way communication clearly indicated the transfer was active and proceeding as planned, and that the driver was engaged and monitoring our arrival.However, once we arrived at B10, all communication abruptly stopped. Over the next hour, I called ***** 10 times and sent multiple text messages, none of which received any response. There was no courtesy message, no cancellation, no redirection nothing. We were simply abandoned at the curb without any explanation and had to arrange a new transfer. This was a distressing experience, particularly while travelling internationally with children.I raised the matter with CarTrawler and provided complete evidence, including call logs and message history. Despite this, the company has continued to cite a standard wait time policy, ignoring the real issue the lack of basic communication and customer care. Whether or not a time limit had been reached, abandoning a customer without a single word is unacceptable and does not align with reasonable service expectations.Ive made repeated and reasonable attempts to resolve this with CarTrawler directly, but their responses have been dismissive and fail to acknowledge the core concerns of the complaint. Given the unique circumstances I also requested the matter be escalated to a manager, but this has not occurred.I am now submitting for your assistance.Thank you and regards.

  Customer Answer

  Date: 06/22/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Cartrawler regarding complaint ID ********.
  
  Sincerely,
  
  ******* *****
  

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a car with American Airline points for 2/23/25-3/2/25 to be picked up at OGG through Hertz. When we arrived at ***** they told us it was going to be $1,065.13 for the vehicle. We told them it was paid through AA points showed them the reservation confirmation with a 0 balance due and they still couldn't help they said to contact the company we booked through so we contacted ***************** car rental at ************ and tried to get help for 48 minutes finally she said she would call us back in 30 minutes to resolve the issue. After waiting over an hour I called back and sat on the phone with another person for 1 hour and 54 minutes who was just as useless. I asked for a manager several times and she would not get one and could not solve the issue. Finally after waiting 5 hours at the car rental agency we picked up the car under the confirmation given to us by ***************** Car rental agency Rocket miles now Car Trawler with the balance due of $1,065.13 because we just wasted our entire day for someone to solve the problem. ***** and AA car rental were no help. They even talked to each other and could still not resolve the issue. I have also emailed them at least 5 times with them saying we will get back to you in 24 hours but 9 days later we still do not have a resolution. I can provide the emails I sent and take screenshots of the time I spent on the phone as well.

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a car reservation through our *************** app with Miles Only. Then we were notified by our credit card company that we were also charged $524.87 plus the ****** miles. We did not authorize the payment. We believed we were scammed. We immediately called to cancel and the representative said no problem and that it was canceled. We never received a refund. We did not pick up/use the car, obviously. We made a different reservation with another car company. We never received a refund. We contacted them and they asked for our Call log cancelling the car rental, which we provided and is also attached. We want our money back and the miles of ****** they took. This company is a scam and we were scammed which isnt right. There are numerous online complaints. Please help us resolve this, thank you. ******** *************

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent Complaint AAdvantage ***************** Car Rental Charges I booked a car rental through AAdvantage Cars on ***************** website with CarTrawler/Goldcar in *******, *****. Despite following all procedures, I was unfairly charged $533.11 for a rental I was never allowed to use.What Happened:Dec 12, 2024: I arrived at *********************** with my U.S. drivers license, expecting to pick up my reserved rental.Goldcar refused to release the vehicle, claiming I needed an Italian or International Permit, despite this requirement not being clearly stated at booking.I was forced to rebook for Dec 14, incurring an additional $119.81 charge.Dec 14, 2024: I returned with my renewed Italian license and official renewal document, proving I was legally allowed to drive in ******Bologna Airport Police confirmed my license was valid and accompanied me to Goldcar, yet Goldcars manager, Giada, still refused to release the car.After the police left, Goldcar staff became dismissive and refused to assist me further.CarTrawler then refused to issue a refund simply because I disputed the charge with Amex, an unethical and deceptive practice.I was left stranded and had to rent another car from Centauro at my own expense, where my same documents were accepted without issue.Request for Resolution:A full refund of $533.11 for the rental I was denied.An investigation into CarTrawlers unfair business practices.Compensation for the financial loss and emotional distress caused by this ordeal.This situation was stressful, time-consuming, and financially burdensome, all due to a rental partner promoted through *****************. I expect immediate action to resolve this matter. If unresolved, I will escalate my complaint to the BBB, ********************************* (***), and consumer protection agencies.I can provide all supporting evidence upon request.

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used *************** miles along with money to rent a car, which was apparently handled by the third party company cartrawler. After I paid for the car rental, I received no confirmation email, and was thus not able to pick up the car when I arrived at my destination. I thoroughly verified that no email came to any of my email addresses, including spam folders. I was also not able to contact cartrawler at the time, despite remaining on the phone for multiple hours, and thus I had to purchase another car rental in order to facilitate my travels. I clearly notified both *************** and cartrawler about this, and was told that it was cartrawler's responsibility. Cartrawler claims to have "investigated" the complaint and said that a confirmation email should have been sent and that they are not going to offer any sort of refund, despite my assertion that a confirmation email was clearly not successfully sent and that it was thus impossible for me to pick up my rental car at the agreed upon time. I still have not even been able to receive any sort of receipt directly from cartrawler, and so my only documentation is the credit card transaction and usage of the *************** miles.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Cartrawler has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a car through ****** and dollar car rental for pick up on 8/29/24. I arrived for pick up, after $340 was already prepaid and deducted from my account from ******. I presented a credit card to pay the $200 deposit, and they wouldnt accept since it wasnt in my name, long story short told me I was ineligible for the rental. Dollar assured me that since I was ineligible to cancel and Id be refunded my $340. After much back and forth with ****** and dollar, I was finally given a case number through dollar who confirmed there were NO charges for this booking and theyd gladly provide a refund. This information was given to ****** who then notified me they use a third party, CARTRAWLER who Ive never heard of considering my charges and only interactions were through ****** and dollar car rental. I never received any email confirmations, nothing from this company. I now get a email from car trawler today denying my refund of $340, despite dollar confirming they will refund as well as ******. So where is my money going? I could understand if dollar still charged and refused the refund, but this is NOT the case and I am beyond upset about this. My money was just TAKEN by this company who I never even knew existed or was involved when I booked through ****** and my charges on my account are ******. How is this acceptable?

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had to cancel a business trip and they refuse a refund of $3657.99 for a rental car i did not rent

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Cartrawler regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/5/24 I reserved a car rental and prepaid the service in the amount of $178.15. My reservation time to pick up was March 16, 2024 at 10am. Upon arrival i was told there were no cars and had to wait until 12:45 to get a car. While I was speaking with the agent, I was told I could not use my own insurance because my personal vehicle is not 2019 or newer, the agent wouldn't even look at my insurance coverage that I hold and told me I could not rent a car unless i used their insurance. Stranded and frustrated with waiting for almost three hours, I felt that I had no choice but to rent the car as I was already late for my event that was two hours away. I ended up returning the car a day early, I was not refunded on the car itself and I was told that for the additional fees i had to pay for the insurance, tolls and fees would come out to $76 (2 day use) however my credit card was charged $132.24 for the additional charge. I requested a refund from this company, I was told they could not help me I had to contact the car company directly, I asked for their assistance in contacting the car company and getting the refund from the company directly and I was told they could not help me. No where on the website does it specify that your personal vehicle must be 2019 or newer in order to use your own rental insurance coverage on the rental car.

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Cartrawler regarding complaint ID ********.
  
  Sincerely,
  
  *************************