[Resolved] GoldCar Rental / car rental - car refused to hand over upon paid reservation, refund denied
Client name: Regina Fulop
Reservation number: 12261407
I have been a loyal customer up until this moment of goldcar, i rented several cars from the same office and never had a problem before.
Today I arrived with an already paid reservation and I was told that the terms and conditions changed and i am not able to pay the deposit with my VISA or Mastercard debit card (due to being a debit card) nor pay it with my amex credit card (due to they don't accept, so eventually i couldn't get the car.
The day before when i made the reservation there was no mention about these new terms, I checked the payment conditions on purpose and nothing like this appeared.
I have to mention that i asked the officer at goldcar desk to call the office for me or make another reservation under my friend's name but he refused, basically all my proposals for a solution were refused. He only gave me a phone number to call which is an elevated priced number. Neither the phone person could say anything else than i heard before. He gave me though an email address to address my case to, which I did, but I don't know if anybody reads it since the email address doesn't show anywhere on goldcar's webpage.
Arriving home I checked the TC again, it literally says that the deposit CAN be paid with a debit card, I also checked the reservation confirmation which said the same.
I was trying to get in contact with Goldcar, but the customer is can be reched ONLY through the phone number I mentioned above. No email, no chat, no online complaint form.
I think apart from not being fair with an old customer, this is also a robbery that cannot stay unsolved.
I demand to get my money refunded plus the phone expenses covered for my 8 min call to an elevated priced phone number.
Thank you for your help.
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, Aug 16, 2017
First of all, thank you for reviewing your experience with our company. We are working really hard to improve our services.
About the fact that you were not able to pay with your debit card, we want to inform you that you should've been able to do so, and maybe it was part of a major missunderstanding. We want to inform you on how to "Report an incident", which can be done on the following link (https://www.goldcar.es/en/incidencias/).
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