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GoldCar Rental / car rental, had to pay more because our booked car was not there

1 Netherlands

Never have such bad service or better said NO service!

Booked a car at Pisa airport and paid everything in advance. Unfortunately our plane was delayed, they could of course know that given the flight number that was known to them.
To be on the safe side, we had already phoned from the airport of departure to report that we had more than 2 hours of delay.

No problem, they would hold our car for us.

That is also how it should go. A customer reverts a car and pays it in advance. A company must then deliver what has been agreed
However, when we arrived at the rental desk, our car was no longer there.
The only option was to pay extra ( 130, -) for a more expensive car! We did not want this, because it was not our fault!

But they insisted, it was NO car or we have to pay!
A so-called upgrate, while the car we booked was much better in our case than the one we finally got.

Really ridiculous how this company deals with customers!
If a customer is reserving a car (and even paid for it !!!) then you have to be able to deliver that car. If not, you will never be allowed to recover the costs from the customer, it is the problem of the company and not the customer !!!

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