GoldCar Rental

We like to make an complaint about the way we were missinformed about the terms of renting a car! We was not informed in advance that we have two choices: to pay 1100 in deposit or 292 euro in incurence when getting the car, we think that we have been cheated ! If we had known this before then we wouldnt have hired a car from you and we will not do so again! And we will not recomend you to anyone! One more thing: the lady behind the desk told us to leave the car emphty of petrol when returning the car, she didnt tell us that if we left it full we would get money back, missinformed again! This is not an okey behavior, next time we will choose Centauro insteed, we had non of theese problems with them last time! In case you wouldlike to contact us to make som sort of compensation our contractnb is [protected], datos del vehiculo: 8630JWX, email: [protected]@gmail.com, otherwise dont bather! Fanny and Janne Magnusson, Sweden

Goldcar
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MON 23:59 5th June 2017

John
Thank you for hiring with GOLDCAR.
We are writing to inform you of the details of a charge on your contract [protected]
from 29/05/2017 to 02/06/2017:
Type Concept Units Amount Total
Charge Check-In Front door 1 1 200, 00 € 200, 00 €
Charge Check-In Rear door 1 1 200, 00 € 200, 00 €

TOTAL: 400, 00 €

OUR RESPONSE

can some one PLEASE HELP US WITH THIS AS THIS DID NOT HAPPEN AND WE ARE VERY UPSET AND WE CANNOT GET HOLD OF ANYONE
TUES 07:46 6th June 2017

GOLDCAR RESPONSE

Hello John,

Thank you for contacting us.

Please find attached related to this damages.

As you may know 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. Did you mark all the possible damages the car could have on the form?

Please send us your copy of this document. Meanwhile we are contacting our offices in order to clarify this matter ASAP.

Thanks!

MY RESPONSE

TUES 09:58

Hi there, thank you coming back to me. When we picked up the car at Alicante airport it was not in bay 164 as we were told, so a lady from the kiosk had to use the key to find the car which was in a very dark corner of the car park far away from kiosk. When we checked for scratches the form bore no relevance to the sheet that was given to us and I did check the car but was confused but it was so very dark I could not see anything and the marked areas on the sheet did not appear on the car which led me to believe this was not the right car. I did try to get the attention of the girl who showed us to the car, but she was with somebody else and there were lots of people waiting to speak to her. so I think maybe the car we were supposed to get was not the car that we actually did get. We drove to a villa on a complex in Guardamar del segura, called El Raso, we parked the car in the villa, our friends came to stay and parked in front of the villa, so nobody could drive the car out of the villa. We stayed 4 days and did not drive anywhere until we left for the airport which was at 4am in the morning, and did not stop or meet anybody on the road. We parked it in a bay with no surrounding cars at 4.30am in the morning. We dropped the keys off in the key box as there were not staff there. So it is not possible for the scratches to made when the car was in our care, so if this is the right car you are talking about, the scratches must have been made after we left the care there. Please do not take the money from our credit card as it really has nothing to do with us.

Thank you for your attention
Kind regards
John O'Sullivan
John

TUES 15:47

GOLDCAR RESPONSE

Hello John,

Please note that our offices referred us the check in/out form signed by you at the counters. As you can check there none of the damages charged (front and rear doors) weren't marked on the check in. Therefore, these damages were registered as new ones.
The only person directly related to these damages is you as the owner of this contract.

The only way we would have to proof contrary on this is that you provided us photos of the state of the car on collection (attaching dates and hours they were made) demonstrating that these damages were already on the car or weren't made during your rental.

Thanks!
TUES 17:56

OUR RESPONSE

WED 06:38 7th June 2017

No I cannot check this now. But bay number 164 was empty. I think the confusion is that it is possible that the forms given to us relate to another car, as I said it looked like it had less marks than on the form... my query is did she give me the wrong car? and when she said bay 164 and the car was not there, it was in a very dark corner on its own at the back of the car park and the girl at the kiosk in the car park was looking for it with the key... why was the car not in the bay we were told?
WED 10:50

AGAIN WE RESPOND

Hello again, I am really concerned and upset about this situation, especially as I have now had some advice from a friend of mine who works for a car hire company, and, after googling your company seeing so many negative reviews about additional costs. I am so surprised, especially as I have always been very satisfied. I have been hiring cars all over the world for many years, and due to the nature of my business, intend to continue. A lot of which have included many vehicles with Goldcar and feel very disappointed that having entered into a trustworthy contract with Goldcar in Alicante that I am having to explain a situation which I genuinely have nothing to do with. I am not responsible for the scratches and don't feel that I should have to pay for someone else's! Also, for your information the cost for the scratches are highly inflated as I have been informed that the cost should be far less than indicated. Also, I don't understand why you are hiring out damaged cars and expect customers to pay for damages not relating to them, this is not common practice in any business unless it has been advertised or informed at the time of booking. When I am booking my car the photographs of the rental cars appear as new and there is no indication that I am paying for a damaged car? Can you explain this to me. I am appealing to you to sort this our on my behalf, as soon as you can. I am leaving for another business trip in two weeks time and don't want to be in a situation where I wont ever use Goldcar again. I appreciate all your help. Thank you, John

THURS 10:45 8th June 2017

GOLDCAR RESPONSE

Hello John,

Please let me clarify you how our policy works in case of damages.

First of all, you have to know that all the cars are handed to customers with some usage from previous rentals. For that reason they have to follow a damage procedure in which the customer have to mark all the pre-existent markings or scratches the car could have had. Why is this that way? Because we have an extra service called “Super Relax” cover which customers can add to their contract and forget about any damages that the bodywork, or external mirrors could have during their rentals. On those cases the cars are not checked, but our agents mark on their forms any new markings they recognised and save it in our database in order to send the car to reparation in the future. This reparation cannot be done immediately, because we have always a huge demand of cars every month, so they have to continue renting the cars until they find some time to immobilise this vehicle and send it to garage. For that reason is essential to mark any pre-existent damages the car could have whenever the customer is hiring without our additional coverage.

On the other hand, according to provision 6.1 of our general T&Cs (www.goldcar.es/en/tc) : “the amount charged to customers for damages to the vehicle is computed according to the assessment made by an independent adjuster. Alternatively, if an external assessment cannot be made, customers will be charged the amount resulting from a preliminary assessment made by qualified Goldcar staff, according to the rates published in Annex I hereto, which are known and consented to by the customers.” Please fine attached our Annex I with the damages relation costs.

At this point we cannot do anything else, unless there's a photo or proof that can demonstrate this damage was already on the car.

Thanks!

THURS 12:00

Hello, how very disappointed and disheartened I am, so you are saying even if the damage had nothing to do with me, I am responsible for the cost? I really do not wish to pay for somebody else's damage regardless of your terms and conditions and policies that you say you put in place . There was nether any mention to me about the Super Relax option or at any time was I offered this alternative service, including the excess damage waiver, which by the way every other single time I have rented a car, this excess was always offered to me. The only thing the girl at the Goldcar rental kiosk pointed out to me, was that as I had rented a car with a full to full petrol policy, she told me that there would not be any petrol stations open at the very early time of the morning i was dropping the car off, (I PASSED 2 THAT WERE OPEN ON THE WAY IN UP THE COAST ROAD) so all she did was take my card, and debited it for 14.95euro so I would not be charged the 50euros excess for petrol and debited my card for 1163 euros for the excess car damage. At no time was anything else discussed, she was very unhelpful and rude, however i am used to this and take this with a pinch of salt, as it seems to be the normal behaviour, and I am in customer services myself so know that they just doing their job. She did send us to the wrong level to find the Goldcar car park, and my wife speaks Spanish, so its not as if we could not understand, and my wife heard her apathy and could tell that she really was not bothered about our rental, on top of which my main complaint, is that she sent us to the wrong bay so again the mistake must have been made her. So are you saying that there is nothing i can do to not pay this amount? Can I appeal to an ombudsman or contact your legal department? Thank you, John
09:34

GOLDCARD RESPONSE

Hello John,

Please note that our agents are completely sure that the damages addressed were related to the car with plate 2633JPR. They keep a careful track of all car's plates in order to avoid any misunderstanding of these kind. Therefore, despite you had a little confusion finding the car, they saved the plate and registered all new damages on this model.
As we said previously, unless you can provide any photos of the car on collection (attaching hour and dates) that demonstrate these damages were already on the car when you collected.

If you want to raise a formal complaint, you can always put a query into our website here: https://www.goldcar.es/en/atencionCliente/. At the bottom right side of the page, you'll see a button to report a problem.

Seen by Goldcar at 09:34

12:33 Friday 9th June 2017

Can I please have your name as a reference, and can you please supply me with an email address so that I can proceed further with my complaint. Thank you, John

NO FURTHER CONTACT VIA MESSENGER
THIS IS MY CURRENT CONTACT WITH YOU...

EVEN THOUGH IT HAS NOTHING TO DO WITH ME, WHY HAS THE CAR NOT HAD THE WORK DONE? AND YET I HAVE STILL BEEN CHARGED. IS THIS LEGAL. GOLDCAR HAVE CLEARLY SATED AND I QUOTE FROM A RESPONSE FROM GOLDCAR AS IN ABOVE TEXT...'This reparation cannot be done immediately, because we have always a huge demand of cars every month, so they have to continue renting the cars until they find some time to immobilise this vehicle and send it to garage. For that reason is essential to mark any pre-existent damages the car could have whenever the customer is hiring without our additional coverage.'

I SAY, clearly these very small scratches, which i reiterate should not cost €200 each, have not been repaired as the car can still be used.

Small scratches have appeared whilst not in my care, they have charged an extortionate amount for the repair of the scratches BUT have not actually undertaken the repair work, and have taken my money from my credit card. This is an abuse my trust and feel this is an unethical standard of practice.

I request a full refund.

Thank you for your attention,
John O'Sullivan

Goldcar rental desk at Palma Airport, Majorca.

We purchased and pre-paid for our car hire insurance through Argus Car Hire. We have also complained to Argus Car Hire.
We printed and presented our voucher at the desk, as instructed by the email confirmation of our booking.

Firstly, the car we booked was not available so we had to have a larger size.
Secondly, the lady on the desk would not accept that our insurance was sufficient and only covered third party damage. Although we told her that it did, but she insisted that any scratch would cost us thousands of Euros and that we needed to but extra insurance. All four of us witnessed her aggressive behaviour. She made us pay over 200 Euros extra.

I have a holiday home in La Cala de Mijas and fly regularly to Malaga Airport. I own a car in Spain which I leave (off road) at my apartment. My usual mode of transport from the airport on arrival is taxi, costing 50-55 euros each way. When I flew to Malaga 22nd - 29th April 2017, I decided to take advantage of a Ryanair promotion, offering car hire for the week at £38.21, which I booked and paid for. On arrival at Malaga I went to the Gold Car desk as instructed. I was offered an automatic for an additional 20 euros, which I accepted. The documentation was completed at the desk and I was asked to sign to confirm no damage to the car, without even seeing the car. After completing the documentation, we were directed along the car hire hall and out of the terminal to a car park. We then had to take the lift up one floor and then to find the vehicle. It seemed a nice vehicle and a quick check confirmed no significant damage to the car. When I arrived at our apartment I checked the documentation and then realised that I had been charged 20 euros per day. This was excessive, especially as the car would only be used to travel to and from the airport. I called the Gold Car telephone number and was told to return the car to Malaga airport within 24 hours and they would change it for the car originally booked. I returned the car the following morning and was shocked to be accused of a small scratch on the front wing. I had driven the car from the airport to my apartment and then back to the airport, entirely without incident, and the "scratch" would certainly not have been my fault. After a heated discussion I had no choice but to agree to pay 80 euros for the repair. I was son upset and angry at being treated like this, I refused to take the car that I had already booked and paid for. I wanted nothing to do with a company that could treat me this way. I have since received my credit card statement and found that the charge for the upgrade has not been refunded. In addition to the £38.21 paid for the original hire car, I have a charge of £122.40 (upgrade for the week) and £69.94 (presumably for the damage I did not cause). In total the entire unfortunate experience has cost me £230.01 just to have the use of a car for less than 24 hours, and to travel only from Malaga airport to La Cala de Mijas and back. I feel that I am the victim of an elaborate scam and request an immediate refund of £192.34. I understand that I will lose the £38.21 originally paid as it was my decision to not take the car. I will be taking the matter up with my credit card company. Copies of all relevant documents are attached.
Ryanair booking ref: ES803811290
Gold Car Agreement: [protected]

On the 16th May we collected the car at the Gran Canaria- Las Palmas airport office on contract number [protected]. Our credit card was charged with 1100€ deposit plus another 103€ fuel fee (for a Volkswagen Polo 1.2 ... let´s be more realistic in how much a fuel tank costs!) We were handed the contract(still inside the airport terminal) and attached a check-in, check-out form that had 13 marked crosses indicating damage by the rental company. We were advised to check the damages and in case of there being more damage to the car to ask the staff report/add any more damage.

Once outside the terminal and ready to depart with the car, we checked the car and noticed 7 more damages that we not reported on the form handed to us inside the airport terminal. This checkout form was signed by the GoldCar staff member Dalia (please see attached form duly signed).

On the 20th May when we returned the car, the person that received the car didn't even check the car. We asked 3 times if it was necessary to check the car and/or sign anything and she replied "no, the car is ok". We showed the checkin/checkout form and she reconfirmed one last time before leaving assuming all was ok.

On the 22nd May we received an email from [protected]@goldcar.com
for a 200€ charge for damages to the car, that were not made under our responsibility and were damages the car already had. This damage was made prior to our rental and was reported on the checkout form and validated by GoldCar staff Dalia.

We request the urgent refund of this 200€ charge which is a fabricated damage by Goldcar.

Date of pick up: 01/04/2017
Date of drop off: 04/04/2017
Contract number: [protected]
The story is simple, I got a parking ticket in Italy. I had to leave the city and couldn't pay the ticket anyway because the post office was closed. I left all the documents in the car. When i dropped off the car the office was not open yet. And I thought - they are gonna just charge me for the ticket - like in my friend's case. Nope, Goldcar charges for administrative costs of identifying the driver. Funny, cause I should be given money back for trying to contact the company on their webpage - all the email addresses I typed were denied because apparently they are invalid. When I go to FAQ and wanna see how to open an incident it forwards me to a page which cannot be found. This is outrageous how such a company treats its customers. No wonder that they make money on stupid fees then, taking advantage of their customers. I will never ever use this company anymore.

I went to treviso and was going to cross the border to slovenia so.I had to pay the cross border fee of 60e for 6 days. However they told me when i went to pick up the car that i had to pay 169e since I had to take the full insurance since i was going to cross the border. In the conditions there was never a mention of such condition! Really disgusted and not recommending your service!

Contract number: [protected]
Hire dates: 12 to 19 May 2017
I hired a car from Goldcar via Ryanair and collected it from Palma Airport on 12th May 2017. When I collected the car I was asked to pay a fuel deposit of 245 Euros. This car was hired on there Full-Full policy. I thought this was a bit high but I was happy to pay as I would return the car full.
I returned the car on the 19 May and received a refund of 109 Euros not 245 Euros
The fuel deposit was not only a fuel deposit it also included insurance. This was not explained at the time of completing the hire at the desk in Palma airport. The hire form is in Spanish and I'm English so it not clear that these charges have been added.
I would like a full refund of my 245 Euros as this was miss sold to me.

Dear Mr/Mrs,
I am writing you because I have very big complain towards your stuff. I just returned the car to the Verona airport and had the worst experience in terms of service in my life. I picked up the car in Malpensa on Friday 12 late in the evening. The problem was that I was waiting in the line for more then 1 hour to speak with your stuff and thus I had to rush to the apartment i rent because they wouldn't open it for me later then I stated I am coming. Because of this reason I was super rushing and I didn't check the car while taking it- which is 100% mistake that I have made.
Now when I was giving the car back I asked for the solution a woman at the Goldcar desk and she started to scream at me that if I leave a deposit of over 1000€ I have to check it. She was incredibly rude and aggressive like I have never seen before in my life. I kindly asked her why is she screaming at me and she started to be even more furious. I completely assume that I should have checked it but still she cant be behaving like this to the customer. I literally just wanted to sign the papers and wait for the check that will say it happened while I had the car or not.
In the end I asked her her name and she said I have to call the police to get her name because she wont give it to me. She just said that she is the head officer of this Verona stand.
For me it was extremely terrifying experience because I completely assume my mistake but still a company cannot be treating his clients like this. I am sorry but I will never ever use services from your company again.

I would recommend you to give your stuff more lessons about how they should treat your customers because I am sure I am not the only one that will quit using your services because of the bad behavior of your stuff.

Bests,

Mgr. Martina Smirova, MBA

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.

Hello Goldcar

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

Denmark

I've recently rented a car in Spain through Goldcar. The car that I've received had an electric problem that's why I've phoned to the telephone number that was gently given to me at the desk.
After my return I've got the bill from my mobile provider for that call.
And now after one month another one as I called twice for another matter.
Both calls for cca 100 euros.
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I rented a car to the goldcar Larnaka airport agency from the 13th to the 17th of february 2017 and took an insurance. I returned it in time without any damages. Despite all my relaunching to the agency, the initial deposit which represent an amount of 1100 euros is still not refunded. Such things should never happen. I really need this money now, I hope you will act fast and do a commercial gesture.

My rental information are below :
Name : Armanet
Surname : Tanguy
contract number : [protected]
Client code : 9776569

Tanguy Armanet.

My name is Ioannis Paparas ([protected]@hotmail.com). I have rented a car from Goldcar(Contract:[protected], Client Code:9737182). I collected the car (licence plate:EZ722RY) on 01/03/2017 from Bergamo airport and returned it on 10/03/2017. When I received the car I paid the full insurance and a deposit of 120€ in case of the return of the car wthout a full fuel tank. Untill now only 70€ have been refunded and since I returned the car with a full tank and I am pretty sure that I didn't get any fine I can't explain the 50€ difference. I would like the company to provide me with a detailed invoice of every additional charge they did in my credit card without a previous notification. If it is about a police fine to provide me with the police notification or else to refund the full amount I paid.

Upon collection of the hire car from Alicante airport I was informed the car was in perfect condition. When I checked it there were clearly signs of damage. I alerted the Goldcar representative and highlighted the issues identified. She recorded the main one, a rather large dent in the drivers door, took a photo and amended the hire sheet (attached). She stated any other issues were not of interest and would not be recorded - and gestured to anything under 2" in length.
Upon return of the car the keys were passed to the assistant who simply wanted to know which bay the car was parked in. There were several customers returning cars at this time and I was told clearly that they had no time to inspect the car with me, but everything was 'fine'. The Goldcar receiving representatives were clearly not interested in making the effort to check the returning vehicles.
Subsequently I received a credit card charge for over Euro 600 for 'damages' that Goldcar claim were made during the period of the hire. This is complete fabrication. The 'damages' were clearly present before we took the car, the images of supposed damages are poor and we have no way of knowing if they were made after we returned the car, potentially by GoldCar employees.
I am sure this practice must be illegal under European Law as it is equal to theft. I hire many cars but have never experienced such underhand and deceitful behavior from a car hire company.
I note that the GoldCar CEO publicly announced in the Guardian on the 16th May 2016 that he was intent on eliminating such bad practice within the company. It looks like he is failing in this objective.
I have written to GoldCar, with documentary evidence of the corrected hire documentation (their documentation) and after an initial acknowledgement they are now not even responding. It appears legal recourse may be required to bring this company in line.
Date of hire: 11 Feb 17 to 18 Feb 17.
Reference: 1183233 / Bono Agencia: [protected]
Re: GAP Comentario : 1183233 / Bono Agencia: [protected] th d

Copy of correspondence as below:

simon king 1 Mar at 8:28 PM
To
Customer Services
Message body
Dear Tania, Gold Car,

Since my last communication on this issue I have not received a reply from you.

I require you to acknowledge receipt and to cancel your incorrect charge with immediate effect. Failure to do so will result in further action.

Yours sincerely,

Simon King

From: simon king
To: Customer Services
Sent: Sunday, 26 February 2017, 10:39
Subject: Re: GAP Comentario : 1183233 / Bono Agencia: [protected] th d

Dear Tania,

You are missing the fact that we identified issues with the car when we collected it from your depot, but your customer service assistant was only interested in recording the largest area of damage - please confirm that you have a record of this adjustment to the hire conditions upon collection. This was photographed and recorded and I signed to confirm. Again, you need to note that YOU did not want to bother with any other 'small' issues on the car (the gesture was anything under 2" or 50mm). I will also state for the record that YOUR customer service agent did not check the car upon return.

The damage you indicate was not sustained during my rental period with the car - it was clearly already on the car when we collected it. Your initial rental sheet indicated no damage, which was clearly inaccurate - identified at the point of collection.

I have attached the amended hire document which clearly illustrates the point of damage that your customer service representative was prepared to recognize, for which we issued a new report sheet and I signed. You need to consider that the car was 'perfect' on your report before I inspected the car. It was clearly far from perfect. The other 'marks' you have stated were not of interest to your service representative - so it is not applicable that you should try to charge me for the damage. As stated, I am certain this is illegal.

Therefore your attempt to charge me for such damage is completely false and not acceptable.

I require you to confirm, by return, that you have on record my adjustment to the hire of the car indiating damage upon collection. I also require you to confirm that you will be reversing this charge with immediate effect.

Yours sincerely
Simon King

From: Customer Services
To: "[protected]@yahoo.co.uk"
Sent: Saturday, 25 February 2017, 12:14
Subject: GAP Comentario : 1183233 / Bono Agencia: [protected] th d

Dear Customer,
First of all, we would like to thank you for getting in contact with us and for your comments regarding your car hire experience with us. Your opinion is important for us and helps us improve our services.
You have requested a clarification of a charge made to you. After reviewing your rental agreement, we wish to confirm that the charge of €590 that you refer to, corresponds to bodywork damage, detected in the vehicle, during a check carried out when it was returned.
After checking all the documentation relating to your case, we have verified that the charge issued is correct, as set out in the terms and conditions of your rental agreement. Therefore, this amount cannot be reimbursed.
Please find attached the inspection sheet for vehicle when it was collected, and on which you can verify that the damage corresponding to the charge, was not indicated, and, was therefore sustained during your rental period.
For more information about our services and conditions, you can visit our online help service at www.goldcarhelp.com. Likewise, we are at your disposal to resolve any query you may have.
Thank you for trusting Goldcar for your car hire needs.
Regards,
Tania

The stated damages were not incurred during my rental of this vehicle. Upon pick up I was told it was in perfect condition. When I checked it I found damage to the vehicle. The Goldcar office made an adjustment for the largest damage and issued a new hire document. This should be on your records. They were not interested to record ''small'' damages already on the car.. Upon return, the Goldcar representative was too busy to check the vehicle again with me (several people were returning cars at the same time). There was NO damage made to the vehicle during my hire and I expect a full credit to my account. I believe this action is illegal and I will take appropriate measure to reclaim my money.

Customer Services

Ctra. Valencia N332 Km 115 - Edificio Goldcar
03550 - San Juan San Juan
Tel: [protected] Ext: Móvil: Fax:
[protected]@goldcar.com www.goldcar.com

__________________________________________________________________________________________________________________
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I rented a car from Gold Car Rental Malta Airport Office on Sept 10, 2016, which is a pre-paid rental. I returned my car on time, and in same condition. I was charged EUR 1350 deposit and it has not been refund till now. I have sent an email to [protected]@goldcar.com regarding my case and one of their colleagues replied me that the refund has been taken place on Oct 18, 2016, however, when I check with my credit card company this is not the case. Again, I still did not get a refund till now!

I usually travel a lot and always rent a car and it never happened before, but this time I feel like I have been robbed by an international car rental company.

I would like to warn everyone who think of rent car with Gold Car to do an internet search on complaints.

Below is my rental information:
Rental agreement number: [protected]
Rental location: Malta Airport
Pickup date and time: 2016/09/10 11:00
Return date and time: 2016/09/14 21:00

Yat Lung Lee
+852 [protected]
anthon.[protected]@gmail.com

I rented car in Gran Canaria airport in 29th October. In the place you find out that you have no coverage of damages regardless of reservation conditions in your voucher issued by dealer. You are forced to buy additional insurance which is several times higher then price of the rental. If you refuse you need to pay deposit 1100 EUR, which is the trick because you will never get back it in full amount - after you return home they always fabricate some damage and assign to you. Before I took car I got checkout protocol, which had marked damaged places. I checked car myself and I found many other scratches and small paint damages not marked in protocol. I told it to their employer in garage and insist on him to add them to protocol. He added them and he signed it so every part of the car was marked. When I returned car, nobody was present at the workplace during opening hours so I had to leave keys in box and went to catch a plane. Next day I received brief e-mail below from "noreply" address that I will be charged for 330 euros for some 2 scratches, which of course were there before my checkout. This attempt to assign old scratches to you is their common practise and this is all fraud. Then they purposely do not have any contact e-mail address, so you can only raise a query on their support centre and futile wait for answer.

My complaint is regarding a car rental I’ve purchased online on Goldcar website.
On the colection, I´ve received maybe the oldest car and in worst condition in the airport, comparing to all the others I've seen.
Overall in bad condition, specially the car direction and suspension, damaged in one door and full of scratches.
I didn't complain straight away because the scratches and damages were reported by their representative in the contract, I wasn't planing to use much the car and didn't want to spend more time waiting, going back to the reception, etc.
When I delivered the car, their representative mentioned that there was a new scratch in the bottom of the front bumper that wasn’t there when I received the car.
He said that I would have to pay 462.5€ for this damage, and this amount would come out from the 1100€ deposit that was blocked on my account at the reception. He also mentioned that the insurance would pay for this amount and I was going to be refunded on my account up to 4 days. This was a lie, there wasn’t any insurance and their representative continued to act in bad faith. There’s no way I would sign the receipt and gave back my credit card to their representative if I wasn’t pressured by knowing that I had a plane to catch. We knew that and he was even rude speaking to me, threating me that I would never see the 1100€ again if I didn’t sign it.
First of all, I don’t assume the responsability of this, as like I mentioned, I’ve used the car shortly and didn’t beat in anything or climb the sidewalk, etc.
Second, it’s ridiculous that a car full of much more visible scratches and damages, and their representative is complaining about a little scratch in the bottom of the front bumper. He is trying to find a customer to pay for all the scratches in the car.
Third, i was already upset for having this old and damaged car, but I acted in good faith, assuming that all this scratches and damages were reported on the contract. If you see the picture of the contract, you will see a lot of risks reflecting the scratches that this car has. I was also Goldcar customer for a while and already rented more cars with them. I assumed everything would run normally.
I'm claiming the money that Goldcar stole from me 462.50€. I’ve been told by their Customer Service that they are not going to refund it.
I have pictures from the car and contract to prove all I’ve mentioned.

I rented a car on the 1st of September until the 14th of September I was unable to pick it up because I lost my credit card I was left in the airport with 3 small kids very late at night if I would've had more time to look for my card but the car renal was about to shut, iam looking for a refund or I'll have to take the matter futher I paid with my bank card my names is james byrne deputys pass glenealy I look forward to hearing from you

Rented in November 2015. Today looking in the log of my credit card, the credit card had been charged twice ! Website to get in touch with customer service doesn't work even if I filled in ALL the field correctly ( contract number, customer number, birthdate, email... ) Now tell me what I can do. In the receipt everything was already covered, paid and in the same month one week after each other charged twice. How can I get in touch ?

After paying an initial £200 to hire a car for 2 weeks I was then hit with the following charges that were not made cleat during the quote process.
Extra £150 to drop car off at separate location
Extra £144 for tank of fuel and special fuel charge
They also wanted an extra £110 for excess insurance but was sensible enough to take that out before I travelled.
Car itself was fine and the 2 weeks passed without incident. The car was returned to the drop off point and despite some grumbling from the staff we signed the paperwork confirming there was no damage inflicted by us I was then shocked to see another charge appear for £560 on our credit card with no explanation.
I have been trying to contact them to get information as to why but a m getting fobbed off and advise that someone is looking into it.

The whole experience leaves a sour taste and I feel like I have been robbed. Rather than being one of the cheapest they have turned out to be incredibly expensive and I have no idea if additional charges are going to appear on my credit card.