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:02/14/2024

  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.

  This is a scam company. I tried to rent a car from a company they cover which is ********** (These people have at least four different names, my bank statement showed a company called ********) out of *******, *****. I paid for my own insurance through a third party( Allianz). When I got to my destination they tried to charge me additional money for more insurance!!! THE CLASSIC BAIT AND SWITCH! No way, when the insurance I bought covered the entire car! When I refused they cancelled my reservation. I tried to dispute through my bank and these people lied and said I didnt provide a credit card with my name on it to make it seem like I did something wrong when in fact it was them!! Nothing states in their policy that they can keep my money for this! These people are dirty and have UNETHICAL business practices.

  Customer Answer

  Date: 03/10/2024

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

• Initial Complaint

  Date:02/02/2024

  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.

  On October 12, 2023 I prepaid a rental car through CarTrawler on behalf of Thrifty Car Rental, Reservation number *********** in the amount of ****** for the period of December 23, 2023 to January 9th, 2023. When I arrived on December 23, 2023 to pick up my reservation from my flight that had landed at 7:00am by ***** Airlines, the customer service agent took my credit card and driver's license and put a hold on my credit card in the amount of ******. He was about to hand me the keys when he said unfortunately he couldn't release the car to me because my driver's license would expire on January 7th, 2024. I said to him okay, what if he could change the return date to January 6th, 2024 because my license when picking it up was not expired, the agent refused and said the system would not allow him. I asked him if he would than cancel my hold which he said he could but couldn't cancel the rental as I would have to contact customer service. I left there shocked and dismayed at how I was treated as a long standing customer. I went next door and instead rented a car with Budget who was willing to release a car to me until January 6th. I contacted customer service at Thrifty on December 24th and a case #******** was created and I was told that I would be receiving a full refund and it would take 7-10 business day. I received an email on January 6th 2024 saying that the credit card information was incorrect and so the refund was not processed and to contact the customer service agent and provide this information. Twice i have spoke to two different customer service agent, the first named ***** ** #**** who told me he would not be able to assist me and that his supervisor would contact me, I have received no assistance, no callback, and been told that my refund is not possible. I would like a full refund through a cheque for a rental car I was not able to use and was mistreated by each person I've been in contact with.

  Customer Answer

  Date: 02/28/2024

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

• Initial Complaint

  Date:01/31/2024

  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.

  It has come to my attention that someone, without my consent, utilized my stolen credit card information to make a car rental booking through your service. The unauthorized transaction was made on December 18, 2023, with the booking reference number *********** and confirmation number **********.I immediately reported the incident to my bank and followed the necessary procedures to rectify the situation. However, despite my efforts, I have yet to receive a refund for this fraudulent transaction.This unfortunate incident has caused significant distress and financial strain on my part, and I find it deeply concerning that arguscarhire.com has not taken the appropriate steps to address and rectify this situation promptly.I urge you to investigate this matter urgently and expedite the refund process for the unauthorized transaction made with my stolen credit card. It is crucial to rectify this issue promptly to alleviate the financial burden I am currently facing.

• Initial Complaint

  Date:01/29/2024

  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.

  Cartrawler is promoting fraudulent rental car agencies and providing zero support when their services rendered are dishonest, inaccurate, and likely illegal. I booked a 3 day rental car, plus insurance. They are brokering services for a known-fraudulent company (America Car Rental, in ******) and are supplying zero customer support. I had to find out the hard way. I booked a rental car on their website, which was for a rental car provider called America Car Rental. Upon arrival at the car rental center, I had my documentation and reservation/receipt in hand. The agency then tried to scam me for almost $400 additional. This is a well-known scam in ******. The rental car company claimed that the amount I committed to, was not the full payment, and that I "had to pay an additional ~$400 in CASH for ****************************************** This insurance does not exist. The agent was attempting to pocket the cash. They pressured me and said that if I do not pay the additional fee, I would not receive my rental car for which I had already paid $46.06/confirmed full pricing. I walked away as I am aware that this was a scam.I attempted to seek a resolution through CarTrawler support, but was told that they would not help me/provide a refund since I did not cancel within 48 hours of the reservation. Of course, I did not expect to be scammed. Cartrawler is continuing to advertise this company on their platform, even though countless people have been scammed from this company. I have reached out to Cartrawler two additional times by e-mail, to receive zero subsequent response from their support.I want my money back for this reservation deposit as CarTrawler is promoting scammers and is not providing support when I am requesting help/a refund.If you dig deeper into this company, you will see countless unresolved complaints. Thank you for helping me and others in the future who need protection from this company!

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 vehicle through, uber and I was not able to get the car because the rental was canceled by the third party company (due to me not having the money on my credit card. Payless asked me to reach out to Uber to get the money back, but I haven't been successful because of communication and  *******

  Business Response

  Date: 01/17/2024

  Dear Partner,

  I hope this email finds you well.
  
  
  
  
   
  

  Kind regards,

  ******

  Customer Support Representative

• Initial Complaint

  Date:01/08/2024

  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 December 21st, 2023, I made a reservation with Uber Car Rental through CarTrawler, with the total amount of $621.32. The reservation was for a midsized SUV from Ace Rental Car.Upon arriving at the rental location at the scheduled pickup time, I was informed by the Ace rental agent that they would not accept my credit card due to a purported policy requiring local customers to pay a deposit, despite my card being verified as valid. After contacting CarTrawler's customer service, I was informed that a refund would take 30 to 90 days and that they were unable to transfer my reservation to a different rental agency due to my past scheduled pick-up time.As a result, I had to rent a vehicle from another agency at a considerable cost of $1097.92 due to last-minute availability during peak holiday rates. Following this ordeal, I disputed the charges with my bank and provided CarTrawler with all the required documents and proof. Nonetheless, CarTrawler subsequently informed me that I had breached the terms of the rental contract and would not be receiving a refund.It is clear that CarTrawler failed to provide the product I paid for and instead resorted to unjustly claiming they were *********** retain my money due to an alleged breach of contract. Furthermore, I am deeply troubled by the numerous unanswered complaints filed with the Better Business Bureau, which suggests a pattern of unethical behavior.In light of these grievances, I intend to escalate this matter to the ************** State ************************** as well as to pursue legal action if necessary. This includes contacting local news media and exploring legal options through small claims court to seek reimbursement for the unjust charges and any additional damages.I trust that the Better Business Bureau will take swift and appropriate action in addressing this alarming conduct by CarTrawler in order to prevent further harm to consumers.

• Initial Complaint

  Date:12/21/2023

  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.

  Our arrival date / time in ******* was 8-Dec at 7pm. Our train had several delays and did not arrive in time for us to pick up the car. I attempted to change the reservation when i realized we were late but was unable to do so as the site indicated I could not change it within 2 hours of the pick up time. I also attempted - for several hours - to call the rental company to speak to someone about changing the reservation, but was unable to reach anyone. I assumed (stupidly) that the car would be there when we arrived first thing Saturday morning as i had paid for it for 11 days - but it was not. I was informed when we got to the desk that I was listed as no show and that they gave away my car. and that there were no cars available. I pressed the issue asking if there was anything at all they could do to help us and I was then told that they (EuropCar) actually DID have a car, but that it would cost me $1700 as opposed to the $300 I had paid. When i pressed to get a refund, i was told they do not issues the refunds and that i needed to contact the rental company. I had to quickly find another car thru another agency to get to where we needed to be. I attempted several times during the course of our trip to contact a help desk to get a refund, but did not receive a response. I did however, get a response from the insurance company that we had insurance for the car through - and was able to get a refund from them. Yesterday (*****) i was finally able to find an email address and submit a claim for a refund to ******. I received a response from this company (CarTrawler) - who is obvioulsy the company behind the rental scam - and was told they could not issue me a refund even tho i sent documentation. This is obviously a scam company.

• Initial Complaint

  Date:12/15/2023

  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 October 19, 2023 I attempted to pick up a rental car at *** airport that I had prepaid Cartrawler approximately 575 euros for. I arrived at the Dollar Rental Car desk (Cartrawler's supplier) at approximately 9:45pm. My rental appointment was 10:00pm. Dollar had no cars available so I was forced to find another option. After checking price and availability at several rental car companies at the airport, I rented a car from Alamo Rental Car at over three times what I had prepaid Cartrawler. When I attempted to get a refund from Cartrawler, I was told I needed to provide a "receipt or photograph" from Dollar Rental Car to prove I arrived at the rental desk on time. The problem is you are not given a receipt when you are not given a car, and I did not think at the time to take a photograph. To be honest, I have no idea what I could have photographed to prove my arrival time. I provided Cartrawler with my rental car receipt from Alamo Rental Car which proves I rented a car shortly after my Dollar Rental Car appointment time and I provided my flight information proving that I arrived at the airport in plenty of time to reach the Dollar desk on time. This was, however, not enough proof that I arrived at the Dollar Rental Car desk on time and Cartrawler denied my refund. I have suggested multiple times to Cartrawler reps. that they contact Dollar Rental Car to verify my story, but I was told "it doesn't work that way". From my point of view the fact that Dollar Rental Car did not invoice Cartrawler for my rental should be enough proof that I was not given a car. Cartrawler realizes that short of subpoenaing airport camera footage there is no way to definitively prove your arrival time at a rental car desk and Cartrawler uses this as a way to legally steal from its customers. Unfortunately my case is not unique and hundreds of Cartrawler customers like me have been denied refunds for rentals they didn't receive.

  Customer Answer

  Date: 01/10/2024

  At this time, I have been contacted directly by Cartrawler regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I was told on December 21st that I would receive a refund in 10 business days. It has been 14 business days and I have not received the promised refund.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ****** *******

• Initial Complaint

  Date:11/27/2023

  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 rented a car from FOX using **************************************** from 11/8-11/16/2023 at **************. At the rental counter, the rep would not allow me to use the **** card that made the reservation with b/c the card is a **** Debit. My debit card is a **** debit and is used wherever **** is accepted. I have used this same card with all my retail purchases, including airfare and car rental purchases. And I reserved the car with this same card. I offered my mother's credit *************** license- she was standing next to me - and the desk agent said he would have to cancel the whole request and start over to put everything in her name, which would incur added fees. The desk agent told me it would be best to cancel and rent from another company that would accept my **** Debit card. He walked me over personally to the Budget rental car desk, right next to FOX, asked them to match the price, and said he would be submitting for a refund that would take **** days. ************************************** are refusing to refund my rental fee of $368+, claiming I did not follow Fox's ******************* However I DID follow all the terms and it was *** that sent me elsewhere. I followed the advice of the FOX agent. In addition, I called Fox's customer service & billing department (spoke with ******) and she advised that have not received any contact from ************* OR CarTrawler about my order or request for reimbursement. She also said that *** did not charge CarTrawler or ************* for my rental and it was cancelled in their system. So, if Fox cancelled and did not charge, how can CarTrawler claim that I did not follow ****************** with them?? Again this is absolutely unacceptable and plain horrible customer service. I have now paid for a car that they did not rent to me AND paid for the one that the Fox agent directed me to pay another rental agency for.

  Customer Answer

  Date: 12/21/2023

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

• Initial Complaint

  Date:11/15/2023

  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 made a reservation for a car rental through a page doing business as Holiday Auto Car Rentals to be picked up in *********** at 6am on arrival day. I got to the counter and the company my reservation was sent to had nobody at their desk and just a sign that read in Spanish "we will be back". I figure it was too early so I waited about 1.5 hours until way past 7am and nobody showed up. I was forced to pick up a different rental at another company that was available at a significant higher price but did not care because my time was limited in ***********. Then I proceeded to contact customer service at Holiday Autos and never received a response. I then initiated a charge back and my AMEX got a response from CARTRAWLER saying I was a no show and to make the charge stand. I then contacted CARTRAWLER directly and never got a response from them neither. I need to get a refund from a service I did NOT get through no fault of my own.