14 Oct 2018
Contract No 13552803
We hired a car from this company from 28.8.18 – 11.9.18, when on holiday in Nerja, Spain.
We picked the car up and were met by an extremely rude member of staff. He tried to tell us we didn’t have the correct insurance, which was not the case, which clearly annoyed him and his manner after that was disgraceful. We were charged 80 Euro for fuel, which were told would be fully refunded to our credit card when the car was returned with a full tank of fuel.
We eventually found the car, with little help from staff. We checked the car with a fine tooth comb and noticed 2 small stone chips near the fuel tank. We marked this in the sheet given and highlighted it to a Goldcar rep to verify it. They point blank refused to do so, stating they were ‘too busy’ and to sign and date the sheet ourselves!!!
Two weeks later, on 11.9.18, we returned the car to Malaga airport. As a precaution, we took photos and a video of the car, so as we had a record of handing it back with no damage. I’m so thankful we did this. Again, no member of staff around to speak to or hand keys to, they had to be placed in a box.
A few days back home and we noticed a charge on our credit card relating to Goldcar for £227.00 which had been taken off on 5.9.18, 6 days before we returned the car. After much frustration trying to speak to someone, they said it was for damage caused!!! How on earth could they have charged for damage when a) there was none and b) we still had our car on 5.9.18!!!!! Again, after an exchange of emails, as they won’t talk to you on the phone, they sent a photo of the damage. The photo did show damage to a car, but not the one we had hired, it was a different registration number. We sent our photos, video footage and a photo of the rental agreement, all showing the Reg number of the car we had, which was clearly not the one in the photo they sent to us!!!!
Since this last email proving they were in the wrong, we have heard absolutely nothing. The 80 Euros for fuel has still not been refunded either, and they were given a picture showing the fuel tank was full.
An absolute disgrace and Goldcar you should be ashamed how you are conducting yourself.
We are now having to raise this as a dispute through our credit card, meanwhile out of pocket and whoever did damage their hire car must be laughing their socks off.
DO NOT USE GOLDCAR THEY ARE CLEARLY DISHONEST AND HAVE NO CONCERN WHATSOEVER FOR CUSTOMER SERVICE.
GOLDCAR, WE WOULD APPRECIATE THIS MESS SORTED ASAP AND AN APOLOGY FOR YOUR MISTAKE.