Due to an increase in customer complaints regarding charges for vehicle damage, travel technology company CarTrawler has suspended Green Motion from the CarTrawler platform for reservations in its U.K. locations while the customer service issues are being reviewed.
The complaints originated from Green Motion’s UK franchise network. In a press release, CarTrawler said it had raised the issue with Green Motion executives, upon which both organizations agreed on Wednesday to the “immediate and indefinite suspension” of its offerings on CarTrawler’s platform.
Richard Lowden, the CEO of Green Motion International, the global franchisors of the Green Motion brand, told Auto Rental News that his company is examining the practices of its UK franchise network to resolve the issue. In the meantime, Green Motion’s supply agreements for 33 other countries on the CarTrawler platform remain active, Lowden said.
“We truly value our long standing partnership with CarTrawler and its associated brands and take very seriously the level of service we deliver to our mutual customers,” Lowden said in the statement released by CarTrawler. “We are clearly disappointed that a number of our U.K. locations have fallen short on the expectations of CarTrawler and are committed to working with CarTrawler to ensure that each and every one of Green Motion's locations in the U.K. more than exceeds the expected levels of customer service.”
During this process, CarTrawler said it will honor all current bookings that had been made with Green Motion.
“We look forward to reinstating Green Motion’s UK locations again when they have been able to demonstrate that their customer service has improved and meets our standards again,” CarTrawler CEO said in a statement Cormac Barry.
Lowden added that he’s working on getting the suspension lifted by as early as possible.