CarTrawler and Pegasus Refuse $753 Refund After Failing to Deliver Rental Car

I booked a rental car reservation through CarTrawler via Pegasus Airlines’ website. When I went to the rental office to pick up the vehicle, staff informed me that they could not hand over the car, citing a credit assessment (Findeks) and a lack of suitable vehicles. In other words, I did not cancel the service by choice—the rental company failed to fulfill it.

Despite this, when I requested to cancel the reservation, they informed me that a 50% cancellation fee would be deducted from my refund. Even though I have emails and screenshots from the rental company proving that the reservation was never fulfilled, I have not received a full refund. I paid a total of $753 for this rental on July 12, and to date, no refund has been issued.

I contacted Pegasus multiple times, but every time they gave me the same response: "We are just an intermediary; please contact CarTrawler." Despite writing to CarTrawler’s support channels repeatedly, I kept receiving automated canned responses, and my issue remained unresolved. Even after reporting this runaround to Pegasus, they refused to contact their partner on my behalf or provide any concrete support to resolve my financial loss.

I purchased this service directly on Pegasus’s website, trusting the Pegasus brand. Both companies are currently shifting blame onto each other, offering zero resolution for nearly 15 days. I refuse to accept a cancellation penalty for a service that was never provided to me. Because the service was never rendered, I demand a full refund of the entire $753 paid. Otherwise, I will exercise all my legal rights, including filing a complaint with the Consumer Arbitration Board.