GoldCar Rental

Dear Sir ? Madam

I am writing to you to raise an issue about Car Rentals.

The issue that I have experienced was; on collection of the vehicle we were charged a deposit of 253.81 euros to my credit card.

I agreed to return the car a day later than originally booked for the charge of 80.00 euros.

We returned the car as requested with a full tank of petrol.

I have never received my 253.51 euro refund. I have taken it up with Goldcar and so have my credit card made a dispute on my behalf. I have now been told to email Gold car customer services which I have done several times but I don't get any response.

My credit card have also emailed them but get no response.

It occurred on 22/10/2021

This meant that I am left 253.51 euros out of pocket. This has really annoyed me as we are Spanish home owners and have been loyal used Gold car for 18 years now.

This has been going on since October 21.

I would like Gold car to refund my deposit as I returned the car with a full tank of petrol as requested.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to [protected]@btinternet.com.

Yours faithfully

Lianne Lillis

Booking reference number DYS-[protected]

68 Taverners Road

Rainham

Gillingham Kent

ME8 9AN

When I collected a hire car on 22nd August at Palma airport I was asked to pay a deposit of 376.95 euros. I asked the attendant if this would be fully refunded on return of the car (assuming no damage and a full tank of petrol) and it was confirmed yes that was the case. I signed on the screen when inserting my credit card but I have only been refunded 137 Euros.

Upon examination of the documents that were printed with my signature (even though I had not seen the document beforehand!) I have been charged for an additional insurance which was not offered, explained or asked for - in fact i have no details as to what the insurance even is. I had already taken out additional insurance as part of my booking. I would therefore expect that the additional 239.95 euros be refunded immediately.

I picked up a car at malaga airport on the 21sy of July

Booking Reference Number: [protected], booked through Ryanair

I paid £300 euro deposit

I returned the car on the 6th August and was told that the deposit would be refunded onto my card.

I have only received £150 euros and no correspondence to advise why only half?

The car was returned in perfect condition with a full tank of petrol?

Please can someone contact me to rectify this.

[protected]@hotmail.co.uk

Rental DYS-[protected]

Spain Malaga airport

15/10/21 to 22/10/21

Ford focus 5 dr

Amount paid 183.58 euros

on collection of this vehicle a deposit of 253.51 euros was charged to my credit card.

I agreed to return the car a day late which would be 23-10-21 at the cost of around 80 euros.

We returned the car as requested with a full tank of petrol.

I have never had my 253.51 euros refunded. I have taken this up with Gold car and so have my credit card made a dispute on my behalf. I have been told to email customer services which I have done several times but I don't get any response.

My credit card have also contacted Gold car customer service by email but also can get no response.

Please help me get my deposit back.

We have booked a car with goldcar in Sicily between 6 and 10th july (contract number [protected]).

Meanwhile, we have been charged aprox. 400€ for a damage in the car that was already there when we picked it up. Had already sent several emails to goldcar with no answer therefore we make here our complaint.

The car hasn't been involved in any accident or incident during the contract period. The damage goldcar claims was already clearly visible in the car at the moment we received it and clearly marked in the check-out sketch Goldcar handed to us on 06/07/22 (doc 2).

Goldcar states that the damage is new but the truth is it didn't marked any new 'x' on the sketch they sent to justify their charge. Goldcar’s check-in (“doc3”) and check-out (“doc2”) documents report marks exactly the same 'X', proving that the damage we are accused of was already there when we picked up the car.

As explained, goldcar check-out sketch and check-in sketch show the same 10 'x' marks of damage, which we verified when picking up the car. We have looked into the sketch, have identified the area of the car with the damage and understood it was the one Goldcar mentioned in its sketch. Now goldcar says that the 'x' marked didn't applied to the damage they are charging, although it is in the same area!

More, the sketch Goldcar uses for identifying the damages is not an exact image of the car that was delivered to us. The sketch is a sedan car and the car we rented was a Fiat Panda. The boundaries between trunk door and rear bumper cannot be identified strictly as these are completely different types of vehicles. Therefore, when we saw an 'x' marked in the area we are

discussing (and I repeat this 'x' was already there in the check-out report), we assumed in good faith that the 'x' was marking the total damage in this area.

We again refute the accusation that we had caused new damages to the car and refuse to assume any cost related to it so ask that the charge that was wrongly taken from our credit card to be reverted.

To whom it may concern

I have been asked by Mr Niall Kerr, “The Hirer” to pursue his refunds in respect to the vehicle rental that was booked via your website on 17th June 2022. Mr Kerr returned the vehicle to Malaga Airport in perfect condition with a full tank of fuel, however he has been charged £1318.26 in respect of a damage deposit and also £194.66 in respect of a fuel deposit. These amounts were initially taken as deposits on the provision that the vehicle was returned undamaged and with a full fuel tank.

These charges have since been taken from Mr Kerr’s credit card by Gold Car.

Mr Kerr have photographic evidence that the vehicle was returned in the same state as it was given to him, and that the vehicle was returned with a full tank. These are available on request.

I respectfully request that you as the dealing agent review this matter and have these charges refunded to me as a matter of urgency.

Failure to resolve this matter successfully may result in a Civil Court Case.

Without Prejudice

Mr Matt Quinn

matt.[protected]@btinternet.com

On collection of car at Barcelona airport on 22/6/22 we were told we would have to take out extra insurance. We had already taken out insurance with the company we had booked through (DoYouSpain) but were told that would not cover us - that it was effectively a waste of money.

We were given a large amount of confusing information but agreed to a 100euro insurance cost along with a fuel charge that would be refunded to us once the car was returned with a full fuel tank. The total cost was 233euro.

The car was returned with a full fuel tank on 3/7/22.

After 3 weeks and no fuel refund I emailed DoYouSpain twice and have still no reply. I contacted GoldCar by phone today (30/7/22) as they have no customer service email address and have been told the full 233euro was insurance costs and would not be refunded. We signed the insurance form at the car rental desk but were told that was for 100euro.

The Goldcar customer service person I spoke to said he could do nothing. I asked could I raise a complaint as we had been actively lied to/misled but he said complaints can only be raised in person at the customer service desk in Barcelona which is not much good if you don't live in Spain.

The reference for this booking was DYS-[protected].

Goldcar team,

After trying to reach you by different means; emails, calls and even by post in Italy, and getting nowhere without answers, I see myself forced to contact the Escalation heads of your company. Below I am describing my case with all the necessary information.

On 16/04 I made the reservation #[protected] by paying with my debit card: https://www.intesasanpaolo.com/it/persone-e-famiglie/prodotti/carte/carte-di-debito/xme-card-plus.html

The reservation and payment went through successfully.

On 19/04 when I went to the counter, ready to pick up the already booked rented car, your operator in Palermo, Italy asked me for my credit card. I showed my card, and he said that I could not rent the car because the card was an ATM.

To no avail were my explanations and the evidence that the card says (DEBIT) as well as the description of the bank itself (see link above).

At this point the operator cancelled the booking and said to forward an e-mail to [protected]@goldcar.com and [protected]@goldcar.com for a refund request. However, my request was ignored, and sent further emails and there were no reply at all.

I would like to emphasize 2 elements:

- The cancellation of the booking was made by your operator, not by me;

- The terms and conditions applied by the Palermo branch as presented on your site at the link (https://www.goldcar.es/it/tc/#:~:text=If%20you%20rent%20a%20GPS%20device,on%20your%20credit%20card.) state:

"In particular, in Italy, the payment methods accepted by Goldcar are:

Credit card or VISA or MasterCard debit card.

I have been patient enough trying to get an answer and basically my money back.

I would hereby make another formal request for reimbursement of the sum of Euro 215.35, following a booking that was NOT successful at your branch at Palermo airport.

Please send the refund to

Federico Negro

IBAN: IT34C0306912499100000011102

Bank INTESA SAN PAOLO

Italy

I trust I have been sufficiently precise in providing you with the necessary elements.

Please give me a reply as soon as possible,

Kind regards,

Federico Negro

Hi i recently hired a car in France Nice Air[port via booking.com.

The car was a Fiat 500 Reg FY568RR, i picked the car up on the 31st May 2022 and drove to Cannes where i parked in a legitimate parking place, on the Friday evening while parked the car was hit by a drunk driver and was removed by the Municipal Police. as i didn't know what happened to to i asked my hotel receptionist to call the Police to find out, they were told three cars were hit and my one had minor damage to front wheel, i was told i could not go to Police station as i were not the owner, I tried calling Goldcar on the Saturday the 4th June and the answerphone said it was shut till the Monday so i called then to explain.

i was flying home on the Tuesday so it was pointless getting another car, on the Tuesday i went to airport and gave the keys back to your reception at airport and completed a form.

I incurred a few cab charges and didn't get the use of the car, I had full protection insurance but they wont pay out the charge you took of £1180.85. The insurance have been waiting for a reply from your office, can you chase up the reply so i can get my money back please, also could i get any refund for the loss of car hire and cab charges incurred.

Regards

Paul Hayes

contract number21728537 car rental @barcelona airport 25/5 - 2/6/22 complaints nos 2956265, + 6 more.

I have been overcharged for super relax cover which i refused as i have my own gap insurance. The guy told me the additional payment 239E was to guarantee the car and he confirmed it was to guarantee the car and was refundable, he lied, i now find out it was superrelax cover.

Hi there, still can’t believe all the things I’m reading here…

I made a booking (as shown attached, crazy full full tariff, booking guaranteed) for a rental car for two weeks as I’m staying with my family, amongst them my 79 year old dad. Our flight had 3 hours delay and we arrived in the middle of the night, only wanting to get our car and go to our hotel.

And here is where the magic happened:

The guy at the counter told me I had to pay an additional 562,90€ ! To get the car. He told me it’s insurance, gasoline (will be refunded), later pick up surcharge, local tax bla bla… he said it’s mandatory and otherwise I would not get a car. By the time I was shocked and about to break down as we have been through a long, exhausting and delayed flight and my paps has some health problems bc of his age and I could not think straight but just wanting them to get their desired rest. So I paid. I still can’t believe it. Now calling the hotline they are saying there isn’t even an upgrade for this crazy amount of money and that I should file a complaint but they are not really optimistic that there will be a refund possible. I’m still here on the island, I’ll definitely about to pay this guy a visit and go to the police, even if there will be no refund in my case, these guys need to be stopped and personally held accountable. This is an absolute scam and it’s done on purpose taking advantage of peoples misery.

I rented a car from Goldcar on 22nd April 2022 from Alicante airport and returned it on the 26th April 2022. Contract number [protected].

Goldcar charged me a deposit at pickup which I paid with my debit card which was 1,227.00€ and I have received no money back to my account since this time.

36 days have passed since I returned the car to Goldcar. Proof of deposit paid is attached.

I have emailed Goldcar with no response.

I rented a car (Fiat 500) on the 27th of April 2022 at Mallorca Airport and returned it on the 4th of May. On the first day I had to have to deposits blocked on my credit card: €1100 in case of damaging the car and €129 of fuel deposit. After I had returned the car on the 4th of May I got an e-mail from Goldcar that the car I had returned was fine. On the 11th of May I saw deposit return information on my bank account which unfortunately disappeared after a number of hours. I went to my bank and they explained to me that Goldcar had sent them informal information that they were going to return the deposit but hadn’t practically done it. I called Goldcar and their worker explained to me that the deposit was to be returned within days and if I worry I can write an e-mail to [protected]@goldcar.com, which I did immediately and then as I didn’t receive any answer I emailed them for the second time on the 19th of May and I am yet to receive my answer as well. The situation looks the way, that after 20 day I still didn’t get my deposit back and I know my bank is not to be blamed. When I call Goldcar no one can actually help me in any meaningful way and when I send emails, I get No replies. To me it seems as unserious treatment and I am getting more and more anxious. Reading other comments I start realising that such situations are a common practice of the company. Until the situation I was really pleased with the company and even wanted to write a good comment. I don’t know what to think about it.

I have used Goldcar Rentals for 10 years and booked without complaint. However I booked to rent a car from Toulouse airport in June 2022, paid the required amount of £180.00. Unbeknown to me, the office will be closed when I will arrive at Toulouse so they cannot provide me with a car. I have contacted Gold Car but have not had a response, how can they charge for a service but then not be able to fulfil the requirement?

Booking ref: [protected]

We rented a car in first in Bergamo just 1 day, then in Bologna for 3 days.

On 26 of April I just noticed that around 170 euro was taken from our credit card.

No explanation why no emails NOTHING...

I don't think that's ok.

So please let me know what IS HAPANING.

David Melikidze

While try to pick up car at airport of Tenerife, service desk worker asked to pay extra 195 eur for the car to rent, so sure it wasn’t in my plans, but site said I also couldn’t refund my deposite.

So one thing is wasting my time, but another is I want my money back.

Dear support please refund my booking and be reasonable.

Please see below communication which speaks for itself. No response received so far. Please resolve !

Thanks in advance.

Kind regards,

Roger Brands

tel: + 31 6 [protected]

--------------------------------------

Dear Sara,

Could you please respond ?

Kind regards,

Roger

Van: Roger Brands [mailto:[protected]@gmail.com]

Verzonden: donderdag 28 april 2022 17:25

Aan: [protected]@goldcar.com

Onderwerp: FW: RA [protected] GFA 2917236 PLATE AH35EV

Dear Sara,

I am a frequent user of GoldCar in Portugal and so far have been satisfied with your services. However, I need to file a complaint here since the service received from GoldCar yesterday and today is truly disappointing. I have 3 complaints

Complaint # 1

Yesterday morning I was supposed to collect the car at GoldCar Faro Airport location at around 09.30 hours for a business meeting at 11.00 hours in Sao Bras. Not only was my EasyJet-flight from Amsterdam delayed but I stood for more than 30 minutes (!) in line for your office despite only 2 customers waiting in line and 5 persons behind the desk who appear more busy with chatting and other things than serving clients. While being served, there were many questions posed by the employee (insurance, driving on toll roads, charges because not ‘full = full [see below], etc.), questions which are already or could have been posed in the online system while applying for the rental car. This takes extra time, effort and irritations, which is not needed.

Complaint # 2

Then I got an additional charge of around EUR 26 because apparently I did not select ‘full = full’ of which I was not aware (I always get the car with full gasoline and return the car with full gasoline). This was first time ever I got this charge.

a. Checking my reservation (apparently I made a mistake although I filled in the forms similar as in the past), I could not find any reference that I did not select the full = full option. So I am confused. Please see attached the confirmation received from you and please indicate to me what I did wrong although nowhere it says that I did not select full = full.

b. If I would not have selected full = full, why not charging this amount when making the reservation and why separately charging this to me when picking up the care in a situation that I am in a hurry. To me, it sounds as an unfair treatment of customers who are in a hurry and are not able to check there records due to time pressure. Please explain.

Complaint # 3

While picking up the car, an employee (A) is checking the car. We expect that this is done is a proper and correct way. This car had many damages (9 in total !) but since I was in a hurry I am not going to check what the employee A is doing and just sign off assuming this person is acting in good faith.

I have used the car less than one day, I drove to Sao Bras and parked the car at the office and later on at the hotel. I am not aware of any collision, damage or anything else, since driving in Algarve is easy without a problem and I have not noticed anything concerning the car. So I was very, very surprised that another colleague (B) this morning pointed out some damage on the bumper which apparently was not identified by employee A yesterday. I cannot say anything about this since I was not aware of anything what caused this damage. Of course, something might have happened when I was not with the car but I cannot say anything about that. My wife, who was with me, can confirm all of this.

However, I cannot exclude that employee A may have missed this while putting 9 damages (!) on the form and, as I said, I am not going to check your colleague A assuming he works correctly. I suggest you to check earlier damages forms related to this car, while previous persons rented this car and you may then also see the damage of the bumper of this car appearing on the damage-form.

As a summary, I am not able to fill in the collision form since I am not aware of any collision or damage which occurred during the period I was in the possession of the car.

Final remarks

Since I have bought some property in Algarve and I (together with family members and friends) will be more frequently visiting, I was thinking to become a member of the GoldCar-family given that until yesterday the service was good. However, given the above complaints, I may reconsider this action and move to competitors. I hope your response will not force me to do so.

If you are not able to deal with the above and will come back to me with the standard reply (‘I feel sorry for you but you need to pay’), please escalate and transfer this to your superior and/or management of GoldCar for further review and response, while taking my interests seriously.

With kind regards,

Roger Brands

International Tax Partner

Gustav Mahlerlaan 2970, 1081 LA Amsterdam, The Netherlands

Office +[protected] | Mobile +[protected]

www.deloitte.com

Van: A.Faro [mailto:[protected]@goldcar.com]

Verzonden: donderdag 28 april 2022 11:00

Aan: [protected]@gmail.com

Onderwerp: RA [protected] GFA 2917236 PLATE AH35EV

________________________________________

Dear Mr. BRANDS,

After checked your vehicle this morning at Goldcar Faro carpark, was notice new damages on it (as you can see in photos attached):

• SIDE BUMPER SCRATCHED (FRONT RIGHT SIDE) - 132.47€

We need your version of what happen, we attached the accident report to be filled in on the

paragraph's :

 1. Date

 2. Place

 4. Property damage

 9. Driver information

 10. Indicate by an arrow the point initial in

 11. Visible damage

 12. Circuntances

 15. Signature

Then on the 2nd page the paragraph's:

 4. Version about what happened

 5. Policy involved or not

 12. Signature

Could you please be kind to fill it in and sign, and send back to us as soon as possible to open the incident.

The damages regarding to your booking is NOT covered with CDW cover included on your contract.

We have attached in this e-mail the version in english for you too understand what is written in the declaration, but please, fill the portuguese one.

Kind regards,

Sara

Goldcar Faro Airport

A.Faro

-

Tel: Ext: Móvil: Fax:

[protected]@goldcar.com www.goldcar.com

__________________________________________________________________________________________________________________

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I booked a car for a total amount of 129.96 EUR and now see that I have been charged 336.77 EUR on top for services that I never requested. your office at the pick-up told me that this was the deposit and did not notice it on the spot, but now see that it is a bunch of extra charges that I never accepted. Car upgrade that I never requested, additional cover Super Relax and Maga Relax that I never requested, additional rental fee ( 98.18 EUR) never communicated prior to renting the car. These practises are not in line with the European commercial trade rules and well match with "unfair commercial practise" that is adopted by the EU Directive (EU) 2019/2161 of 27 November 2019 on better enforcement and modernisation of Union consumer protection rules. All in all, the price jumped from 129.96 EUR to 466.73 EUR without any information, even worst the Goldcar agent at Fuerteventura Airport told me that this was a deposit that I will get back, and therefore they should credit back my account for 336.77 EUR.

It happened the 23rd April 2022.

Goldcar unlawfully withdrew 350 euro from my account 1 month after my booking had finished. I had returned the car exactly how I received it and with a full tank of fuel. When I called to ask about this they said it was for damage but the only damage that was on the car was their prior to my booking and it was in the damage report. I had not received any prior warning about the supposed damage. The lady working on the desk, Suzanne, said they had sent out an email to me but when I asked her for the email address it was sent to she gave me a completely wrong email address which wasn't remotely close to mine. Even though I had booked with that email address?

She then put me on hold without resolving it. When I called back another guy said I have to go through customer services.

From the detailed accounts of other customers experience, there is a strong legal case here for complete misappropriation of moneys which will be brought to the court. Goldcar cannot continue operating like this.

I would like the CCTV footage from the car lot of where the car was parked.

I rented a car with Gold Car from Malaga airport on 10 April. I already have my own insurance but was told that unless I had a credit card for a deposit (which I don't) I would have to pay 200 Euros to take out their insurance. I asked why this couldn't be taken from my visa debit card as a deposit, but was told very rudely that this was not possible. I very reluctantly paid the 200 Euros and then when I had time, later on I read their Ts and Cs, which clearly says that a visa debit card is suitable for a deposit. I am now trying to lodge a complaint but am finding their website is not very helpful.

I will be prepared for this scam next time, but I thought it would be good to warn others, I was not the only one at the airport being forced to take out insurance I don't need.

VERY BAD PRACTICE!