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[Resolved] GoldCar Rental / unauthorized credit card charges

Jan 12, 2018
0% 1
Contact information:
Alicante Airport
• Booking number DYS-23429386 (with the company Goldcar/Rhodium car rental company - contract number with Goldcar/Rhodium 12815481).
• Pick up on Nov 10th 2017 at 20:30 at Alicante Airport
• Drop off on Nov 18th 2017 at 06:03 in the morning at Alicante Airport.
• We returned the car in the same condition as we received it.

To our surprise, we got an email from Goldcar / Rhodium on November 20th 2017 to inform us that damage/scratches were detected - the same scratches and damage that we reported when we received the car on Nov 10th and that an amount of 400 EUR will be deducted from our credit card!!

At arrival on Nov 10th, we did a full check of the car, first ourselves, and after detecting quite some scratches/damage, we asked a Goldcar representative to report the damage when we picked up the car.
The damage at the rear was initially not reported on the papers we received from Goldcar/Rhodium Car nor was the damage in the front; but we noticed both scratches immediately, amongst others scratches /damage after very detailed investigation (with a flashlight!) by us.

The Goldcar representative was not very willing to report any damage. He did not feel like helping us, even if it was really quiet at that time.
So the representative was not willing to help and didn't want to report any of the damages as they were considered to small, but after insisting for quite a while, he reported the scratches/damage at the rear of the car and he sent us the confirmation (which we received on Nov 11th via email, please find attached a copy of the email).
The damage at the front was "not big enough to be reported" as well as some other scratches and damages we reported, even after insisting, he didn't wanted to report! So we left the airport both my wife and I, feeling a little bit uncomfortable but the employee assured as that "it was too small" and not a big deal.
These are the exact words of the person who did the checkup.

When we returned the car November 18th 6:00AM, we had to drop the key in the Goldcar/Rhodium postbox, as the office was not yet open (we had an early morning flight).

To our surprise, we got an email from Goldcar / Rhodium Car Rental on November 20th 2017 to inform us that scratches / damage was detected: the same scratches and damage that we reported when we received the car on Nov 10th and 400 EUR was deducted from our credit card.
We are now being charged for exactly the same damage/scratches that we reported when we picked up our car!!!
After some back and forth emailing, we were able to receive a refund of 200 EUR, as the damage at the back was indeed reported, but are still missing 200 EUR that has been charged for damage that was already visible at pick up but that the representative didn't want to report!!!

We have the feeling that we are the victims of fraudulent and corrupt practices of Goldcar/Rhodium (and the way they try to make money).

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, Jan 19, 2018
Dear 0BertK,

Please note that our staff will always inspect the cars after each use and will mark the damages on the checkout sheet. However, we always ask customers to double check this since the cars can receive damage during their stay in the parking lot. This way both parties are aware of the damage that the car has on it before departing.
On return, if our agents find damages that were not marked, they proceed to investigate and if it's considered that it occurred during this rental period, the customer will be charged for it.
Our policy establishes that if when the car is returned we found any damage that wasn’t marked on the check out sheet we give our customers when they pick up the vehicle, it would be charged to them as we understand that this damage was made under their responsibility.

In order to take a further investigation, please open a query on our website here: https://www.goldcarhelp.com/en/

Kindest regards,
Victoria R.
Goldcar Representative.

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Carretera Madrid, Km. 531.7
Spain - 41007
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