[Resolved] GoldCar Rental — too much costs for the rental - complaint - contrato - [protected]
Hello Goldcar. I´ve sent my complaint earlier via your direct mail addres. But i have not got an answer. I here by sent it again and hope that you will give me a positive answer. Unfortunately i cannot attach my original rental deal with you but the deal have the reference number: ES805131490
Under here you have the E-mail I sent to you the 9 maj 2017.
I´ve just been on a visit to Malaga. And I did rent a car from you.
Cause to much activities the man that serviced me at the Goldcardesk Wednesday night – did not have the time to explain the costs at the receipt.
I have already by the time I rented the car through on-line service – payed for an insurance. But when I was standing there at the desk your man could not explain to me – in a way I could understand.
At last I decided to sign the contract so we could come further. But I still don't understand ???
I put a foto of the contract and the other things I don't understand :
“Costes operac” 25, 62 Euro
“C.Extra V. Diesel” 8, 26 Euro
“Cobertura Super“ 82, 60 Euro
“Entrega Fuera“ 33, 06 Euro
I dont understand all those things. I have payed for the rental through your on-line service and I off course – have a receipt on that. I am sure you now.
If there comes so many extra costs to rent a car, then your prices are wrong and miss-leading. This is not okay !!!
I do insist to get the to much charged refunded.
Yours Kim Nøhr
Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.
GoldCar Rental Customer Care's Response · May 17, 2017
Thanks for taking your time to write this review about your recent experience with us in Málaga.
We're trying to improve our services and the opinion of clients is essential to do so.
On the issue you described, please note 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. This service is always offered as an alternative to blocking a deposit on a credit card. If you didn’t ask expressly to leave deposit for the rentals, our agents had to add our coverage in order to arrange the contract, as you agreed with it and signed the contract, we have seen that there were no mentions to this matter at the counters. This service cost 99, 95€ (VAT included) and exempted you of the requirement of leaving a deposit.
On the other hand, we checked that you had a Flex Fuel policy. Our Flex Fuel policy works this way: you leave a deposit for it at the beginning of the rental. Then at your return, we deduct the quantity of fuel you used of it and release the difference back. On the other hand, this rate also has a fuel handling and administration fee due to its features. This information is specified on our general T&Cs detailed on your contract as well as on our website: https://www.goldcar.es/en/tc/ (provision 7.a). The cost of this fee would vary depending on several factors such as the type of car rented and the type of fuel that it consumes (you can check the price relation here: https://www.goldcar.es/en/sdr/ ). On your case this cost 31€ (VAT Included)
On the same way you had a diesel car. This type of cars has an extra fuel fee due to its features (This is stated on provision 7.5 of our particular T&Cs: www.goldcar.es/en/tc ). On your case this cost 10€ (VAT Included).
Finally, regarding the out of hours fee, you have to know that there’s an extra fee for collecting the car out of the office’s hours. This cost 40€ (VAT included) and was charged at your arrival, because you were coming at 23:45 (the offices closed at 23:00 o’clock).
I hope this information helped you clarify your concerns.
More GoldCar Rental Complaints & Reviews
- [Resolved] Goldcar Car Hire Spain - scam 
- [Resolved] GoldCar Rental - fraudulently forced into paying for 'super relax' cover 
- Goldcar - shocking behaviour of staff 
- [Resolved] GoldCar Rental - deposit refund
- [Resolved] Goldcar - cleaning charges
- GoldCar Rental - car rental
- Goldcar - unethical behaviour 
- [Resolved] Gold Car - assistant at check in desk-further comment
- Goldcar - car hire
- GoldCar Rental - charges for damage that were not my damages and I have the proof!