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GoldCar Rental / charges of fuel protection and extra insurance without consent

1 Malaga, Spain

Date: 22/10/2018

Contract number: [protected]

Description of incident:

Rented a car for half a day (less than 12 hours). Queued 45mins to pick up, despite already reserve in advance and paid online. At counter, I was asked to pay an additional €158. The lady didn't bother to explain, so i asked and she said it's for deposit and will be fully refunded when i return the car in the good condition i receive and a full fuel tank. I don't read Spanish so i trusted what she said. I returned with full fuel tank. After a few days, i received a €75 refund in my bank account. I write to ask when i will receive the balance and the reply was unpleasantly surprising. They charged for things without my consent and told me otherwise over the counter. Below was the breakdown. What is even Smart Return? and why would i need extra insurance for a half a day drive nearby? The point is that it was explained to me as fully refundable deposit and these were not charged with consent. Please review this incident and look into any security camera/conversation as necessary. It was around 11am 22/10/2018 at the Malaga Airport Goldcar counter.

1) 6.51€ Charge office premium: (Location costs) For those offices located in airports, train stations or other facilities where an additional fuel surcharge is levied, this will be added to the final cost of the actual fuel consumption. The percentage applied for this item is detailed on page 1 of the rental agreement.

2) 14.95€ Smart Return: allows customers to return the car without refuelling, avoiding any penalty charge if the car is not returned full. The Smart Return fee guarantees that you are only charged for the fuel that you have actually used.

3) 59.95€ Super Relax Cover: (Basic Insurance) customers can drive safe in the knowledge that any damage will be covered and that Goldcar will handle all the paperwork.

4) 2.00€ Mega Relax Cover(Full Insurance)

5) 75€ Deposit Debit Card(Deposit of fuel)

Desired resolution:
Full refund as verbally communicated. Balance of €83 (€75 already refunded)

Nov 2, 2018

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