CarTrawler complaint: Unfair Practices and Misleading Information – Urgent Complaint

Dear CarTrawler Customer Support,

I hope this message finds you. I am writing to formally lodge a complaint regarding a recent car rental experience facilitated through your platform. The issues I encountered during this process are deeply concerning, and I am seeking your urgent attention and resolution.

I recently made a car rental reservation through your service for a vehicle I believed would be provided by Europcar at Gatwick Airport. Prior to finalising the booking, I thoroughly checked your website for any specific driver requirements, especially related to license endorsements or restrictions. Unfortunately, I found no mention of such conditions, leading me to proceed with the reservation without being ed to provide my license details or acknowledge any terms and conditions.

Upon ation of the reservation, I was taken aback by unexpected financial requirements, including a £750 refundable deposit and a credit card with £1600 free for the excess. Seeking clarification, I contacted the customer service number provided, where a representative, purportedly from Europcar, assured me that only a £250 refundable deposit was required, and the credit card facility was not mandatory. I was not made aware that the booking was facilitated through CarTrawler, a sister company of Europcar, which allegedly explained the higher deposit.

Subsequently, I attempted to cancel the booking due to these unforeseen charges. To my surprise, cancellation would incur an £81 fee, or alternatively, I could pay £43 to change the main driver. After further discussions with another representative, it was clarified that a £750 deposit was acceptable, leading me to reluctantly proceed with the booking.

Upon arriving to collect the car, I was informed that my license had an endorsement within the three-year window, rendering me ineligible to rent the vehicle. Despite the rejection, I was directed to CarTrawler for resolution, as the cancellation period had allegedly lapsed. This information is contradictory, as I made the booking just one day before, and the necessary contact details were not readily available.

Upon contacting CarTrawler, I was directed to my booking voucher for information on license endorsements. To my dismay, the voucher contained conditions that were not disclosed on your website during the booking process. Despite my inability to use the rented car and the additional costs incurred for travel, I was denied a refund based on the conditions mentioned in the voucher.

This situation is extremely distressing, and I believe it stems from unfair practices and the provision of misleading information. I urge you to thoroughly investigate this matter and provide a and fair resolution. I am open to providing any additional information or documentation to facilitate this process.

Thank you for your immediate attention to this complaint. I look forward to a swift and satisfactory resolution.

Sincerely,

Dawn Plimmer