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[Resolved] GoldCar Rental / car rental

1 Portugal

rented car for 3 weeks through travel agent in Canada
picked up car at Airport in Faro, Portugal on January 23/18
pressured to buy extra insurance even though we thought we were covered by Visa, assured this would give us total peace of mind about the car
charged extra for driving to Spain, although was previously paid by travel agent
staff were not friendly and when requested a staff person grudgingly showed me how the emergency brake worked and' about pressing clutch to start car
returned car Feb. 14 and no staff person wanted to check car
150 Euros taken off Visa for major cleaning, car only needed a little vacuuming as we had used it for 3 weeks.
This 150 fee should be illegal and was not warranted
would never recommend Goldcar

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • GoldCar Rental Customer Care's Response, Feb 20, 2018

    Dear Mr. Customer,

    Thanks for your comment.

    We're trying to improve our services and the opinion of our customers is essential to do so.

    On the issue you described, you should take into consideration that provision number 6.2 of our General T&C (www.goldcar.es/en/tc ) establishes: “charge for 'special cleaning' for the costs incurred from an additional valeting service arising from the clearly inadequate state of the vehicle at the time of its return, with a maximum charge of €150.” This was stated on your contract as well. According to it, we expect our customers to valet the vehicle before returning if needed. For a further investigation of this matter you can open a query to our Customer Services department here: https://www.goldcar.es/en/atencionCliente/ (you have the button to open a query at the bottom-right section of this page). That way, they’ll get in touch with you and manage this issue ASAP.
    Please let me know if there's anything else I can assist you with once you've already got in touch with my colleagues.
    Kind regards,
    Victoria R.
    Goldcar Representative.

R4
Feb 18, 2018

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