I recently had a car rental booking with Hertz through CarJet at Heathrow Airport on December 15th, 2023. Upon arrival at the airport in the late evening, we were told that due a failed “address check” we were unable to complete our car hire booking. A prepayment of 1,710.19GBP had already been made for a two-week Tesla rental. As advised by staff at the Heathrow location, we were informed that we are eligible for reimbursement and would need to contact CarJet, their third-party agent, directly for the refund process. We arrived at London Heathrow after office-hours and were unable to contact Car Jet that evening, however, after receiving assurances from Hertz that the booking was cancelled that that we would receive a full refund. That night we paid in full for another rental for our two-week stay and made contact with CarJet the following morning. Despite our ongoing efforts and daily communication with CarJet during the course of our stay in London, we have been unable to obtain a refund. It's now seven weeks later. Our attempts to resolve the issue with their customer relations team have been consistently thwarted by frequent and intentional disconnections during our calls. Rude staff, eregreciously fail to follow proper trading practices. We later discovered, as indicated on their website (www.carjet.com), that the customer relations team is based in Spain and operates under at least two separate alias's. I'm writing to say that there is recourse! Yes, it takes time, but I'm fed up of returning to this website, only to see yet another person giving an account of losing money. FIRST: Contact your bank and register the transaction as fraudulent, and name CarJet as the fraudulent company. Most banks with temporarily reimburse the amount owed while they conduct an investigation. SECONDLY: Contact the European Car Rental Conciliation Service (ECRCS) ecrcs@ecrcs.com with a formal complaint that outlines your grievance. Your complaint must be directed to the care hire company that the broker (CarJet) are acting on behalf of. In our case, this was Hertz. There is currently no regulatory body that CarJet falls under, so we found this to be the best way to complain. These companies are just as culpable for using these third party agencies! CarJet have finally responded and we will receive a refund in 3-4 days. However, we are still pursuing a claim for compensation and a call for an investigation into the relationships between global car hire companies and CarJet. They cannot be allowed to continue robbing people with impunity. I encourage everyone on this platform to do as instructed above - believe me, someone will start to take note, if hundreds of us send on our complaints against CarJet. Feel free to contact me directly for more information: nicole.bonnah@yahoo.com