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[Resolved] GoldCar Rental / misleading service

1 Spain

We already had a full risk insurance so explained that at the desk at the airport. They charged us a new insurance anyways. All websites are nice and neat in your own language but when it comes to the bill its spanisch. With no correct explenation. Next to that 120 euros hidden service and gasoline fees.

All in all, zero points for goldcar. What a [censor] company. Never again.

  • 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, Nov 20, 2017

    Dear Mr. Customer,

    Thanks for your comment.

    We're trying to improve our services and your opinion is essential to do so.

    On the issue you described, you have to know that our policy contemplates the requirement to leave a deposit in order to pick the car and start using our services. However, we always offer additional cover (Super Relax Cover), because it already includes an excess and it exempts you of this requirement. If customers have third party coverage, they can request a refund from them in case of damages, but our additional coverage is always offered as an alternative to blocking a deposit on a credit card.

    We understand that you booked a third party's coverage from home.

    However, I'd like to explain you how our coverage policy works. We always make the customer choose from two different options: you can purchase our additional coverage or you can leave a deposit in which you'll be liable of any damage made to the car, as our agent explained you at the counter. However, as you did not ask expressly to block a deposit on your cc, we had no option but to charge you our additional coverage.
    We are aware that third parties offer customers their own coverage, as in your case, but it should be explained that this coverage is only applied when a charge is debited from the deposit left by the customer to the rent-a-car company - this is how the third party's coverage policy works. As you didn’t leave deposit you’ll have to contact with your broker in order to ask them for a refund of this coverage you ended not using, because we're not aware of the conditions of the third party's coverage refund.

    Please note that our additional coverage is a non-refundable service, as you did accept it and consumed it already, we cannot do any refunds now.

    I hope this information helped you clear your concerns.

    Kind regards.
    Victoria R.
    Goldcar Representative.

Oct 10, 2017

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