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Carrentals.co.uk / Arguscarhire.com / CarTrawler - Customer Service Warning
CloudChaser_2
Posts: 2 Newbie
This is a warning to people about the customer service I've received from this company when the car rental I had organised was not available to pick up.
Their call center staff are pleasant but not able to help other than telling me just to wait and that it is being 'investigated;. Has anyone any advice about how I should proceed with getting this resolved by them?
We organised a car rental through cartrawler for a pickup in Palermo on the 9th of August. When we arrived the rental company (Maggiore) had no cars available for us (or any of the other people attempting to collect their hire!) and we were forced to rent from AVIS at a higher price.
The rental organised through cartrawler was €347.11 and the AVIS rental was €626.71. This is a difference of €279.60 which we were told by Maggiore could be claimed back and refunded to us.
Upon return to the UK I contacted cartrawler and my details were taken. As requested I sent a copy of the invoice from the AVIS rental. I was told that within 48 hours I would get an e-mail informing me of who would be investigating the case – this never arrived.
Two weeks after originally calling I contacted the customer support again and was told I should hear back by the end of the following week. Again I had no contact from cartrawler. Finally contacting customer service at the end of last week I was told the deadline for processing issue was 20 working days and I would definitely receive a response by then.
Again - no response from cartrawler since.
Contacting cartrawler again after the 20 working days. I'm told that even though the deadline is 20 days that there are a high volume of complaints and many are taking more than this. Why have the call center tell people there is a deadline of 20 days if this means nothing - I don't know...
It has now been 26 working days since I first contacted them. I've repeatedly asked for an update on when this issue would be resolved - both by calling the customer service phone number and by e-mail - no helpful information has been fed back to me.
A warning to anyone thinking of using this company of what might happen to you if anything does go wrong with you booking.
Their call center staff are pleasant but not able to help other than telling me just to wait and that it is being 'investigated;. Has anyone any advice about how I should proceed with getting this resolved by them?
We organised a car rental through cartrawler for a pickup in Palermo on the 9th of August. When we arrived the rental company (Maggiore) had no cars available for us (or any of the other people attempting to collect their hire!) and we were forced to rent from AVIS at a higher price.
The rental organised through cartrawler was €347.11 and the AVIS rental was €626.71. This is a difference of €279.60 which we were told by Maggiore could be claimed back and refunded to us.
Upon return to the UK I contacted cartrawler and my details were taken. As requested I sent a copy of the invoice from the AVIS rental. I was told that within 48 hours I would get an e-mail informing me of who would be investigating the case – this never arrived.
Two weeks after originally calling I contacted the customer support again and was told I should hear back by the end of the following week. Again I had no contact from cartrawler. Finally contacting customer service at the end of last week I was told the deadline for processing issue was 20 working days and I would definitely receive a response by then.
Again - no response from cartrawler since.
Contacting cartrawler again after the 20 working days. I'm told that even though the deadline is 20 days that there are a high volume of complaints and many are taking more than this. Why have the call center tell people there is a deadline of 20 days if this means nothing - I don't know...
It has now been 26 working days since I first contacted them. I've repeatedly asked for an update on when this issue would be resolved - both by calling the customer service phone number and by e-mail - no helpful information has been fed back to me.
A warning to anyone thinking of using this company of what might happen to you if anything does go wrong with you booking.
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Did you pay by credit card for the full amount or a deposit of over £100?0
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