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Consumer complaints and reviews about Traveljigsaw

Natacha Cauchie Send email
Feb 23, 2012

bad service

We are 2 Belgians (Europe) and we have experienced a very bad service with a British car rental agency (Traveljigsaw).

In January 2009 my husband and I booked a car through for a 3 months period (from May 5th to July 28th). We had planned a 3 months road trip in the USA.

The contact with their French agent (Arnaud Delbary) was very good and we were proposed a very interesting rate.
Arnaud Delbary explained that we had to bring the car back every 30 days in order to renew the rental contract.

According to the agent, we could go to any National agency, "about every 30 days", to renew and get a new car. Three reservation numbers were indeed mentioned on our booking voucher.
We left the mind at ease. This seemed pretty easy.

The nightmare began when we picked up the first car!

When we arrived at the National agency in Las Vegas on May 5th, we were immediately told that our reservation was wrong. All mentioned reservation numbers were linked to Las Vegas Aiport. Basically it meant that we had to come back to Las Vegas every 30 days to renew the contract and get a new car! A real aberration considering the fact that we were doing a road trip accross the country...

Furthermore we learned that the places and dates of renewal have to be determined in advance. We could not go at any time to any National agency to renew.
To sum up, all information given by elocationdevoitures were WRONG!

Back to the hotel we analyzed our road trip and determined places and dates for the renewal:
-June 5th in Salt Lake City
-July 5th in New Orleans

We phoned elocationdevoitures in order to explain the situation and to fix it up.

Our interlocutor didn't believe us and didn't even give us the chance to speak: « no, everything is ok, I swear that everything has been done properly, there is no mistake in your booking ».
Because of this lack of seriousness and professionalism, I lost my patience and our interlocutor said: « if you do not calm down, I'll hang up ». Great!
How would you not lose your patience in such bad conditions?

Anyway, I insisted for the reservation numbers to be modified and the agent promised me a fast answer.
The next day: no news! I decided to call again. An agent explained that everything was correct, bla bla bla, and that a national agent made the booking (Patrick Kelly). He also told me not to worry nor spoil my vacations!

I decided to contact the Salt Lakr City National agency to make sure thath the reservation number is linked to their agency. The answer is no, obvisouly! The reservation number is still linked to Las Vegas! Great, elocationdevoitures did not do anything to fix the situation.

Seen the lack of professionalism of the French agents, I decided to call the English-speaking agents from Traveljigsaw.
My interlocutor listened to me very carefuly and told me that Patrick Kelly did the booking, that he is very trustworthy and that he will fix the problem.

He also promised me to leave the message to his French colleagues.
Two days later, having no answer, I decided to get in touch with Patrick Kelly.

First, I spoke to a French agent who told me that Patrick Kelly was not at the office. I then asked to talk to any manager available and he put me on hold.

Eventualy, after 10 long minutes, surprise, Patrick Kelly picked up the phone (Strange, I thought he was not there).

Patrick Kelly, a very nice and cooperative gentleman, listened to my story very carefuly and, barely 10 minutes after our phone conversation, I received an e-mail with the updated confirmation numbers.

I phoned the National agency in Salt Lake City to verify and thanks God, everything was in order!

It took 2 weeks, more than 10 phone calls and I spent more than 100 dollars in phone conversation! Needless to mention the huge stress I have been confronted to! Mistake can happen but such mess is intolerable!

Thanks God I can speak English because I wonder how this misadventure would have ended up...
Rouben Send email
Feb 23, 2012

bad service

Abbiamo fatto l'errore di pagare un deposito di circa cento euro per l'affitto di una macchina con loro, senza timore, perché' la loro pagina lascia credere che si possa cancellare senza spese se si richiede la cancellazione prima di 48 ore dalla partenza. Abbiamo cancellato appena mezz'ora dopo la prenotazione, parecchi giorni prima della prevista partenza, per apprendere che questi signori non rimborsano mai la somma depositata. Offrono invece di cambiare destinazione e periodo. Nulla sulla loro pagina lascia trapelare che la somma presa non sia rimborsabile e la legge italiana prevede il rimborso per servizi richiesti tramite posta elettronica. Sono in procinto di denunciare la cosa alla polizia postale, prendendomi un disturbo non previsto. Evitate questa compagnia come evitate qualsiasi farabutto. Rouben

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