GoldCar Rental

Hello, I rented a car from Goldcar Ibiza on January 04, 2022. I paid for the rental online for 128.09eur.

I did not take their insurance which they push so hard for as I have my own ´annual car rental insurance´. For that, they take higher than usual deposit, which is fine. However, when I returned the car on January 18, 2022, they tried to blame a scratch under the bumper on me, somethnin that all bumpers seemed to have, and something that would´ve been immpossible to check for damage at time of check-out. After a long discussion I agreed for the charge of 100.57eur to be taken out of my deposit for the scratch (which they call damage). Also, I was in a rush and did not have time to fill up the fuel tank, so I agreed they take a 50.00 penalty. I accepted these two charges, and I accepted and signed for the return of a deposit in the amount of 1,168.84eur.

This amount is clearly written on the invoice as ´DEVOLUCION´, which is spanish for Refund. They said that it could take up to two weeks to revceive the deposit back. Upon checking my UK bank, I could see the refunded amount of 1,168.84eur as expected, however, I could see that they actually took the amount out again. I have checked the invoice that they gave me, and it clearly shows the refund and charges that I agreed to, but then I realied that they had charged me for the rental again the amount of 128.09eur, which I had already paid online.

When I contacted them and asked about this, they seemed very nervous and shifty, and they said that this is normal practice with people who don´t take their insurance. I could not understand why, since it was all signed and agreed that I should get the 1,168.84eur back. I have contacted them again and I have filled their online claim form, and all they are saying is that they can see they´ve sent me the deposit, which is true, but they took it out again without my permission.

I started to read their online reviews (a little late I know), and could see that they have tried this with so many people. That they are actually scammers and they really go after people who don´t take their insurance.

I have contacted my bank, but of course there is a process which I am still waiting for. I really don´t know what can be done with these thieves and how then can be stopped.

So basically they´ve taken around 2,409 eur, and returned 1,168.84.

We hired a car from this company on the 22/1/22. We picked the hire car up from the Funchal office. We told Goldcar we did not want any insurance as we had a policy in the UK that covered the excess. We paid 252.59 euros which we were told was fully refundable on return of the car. This was payment for a full tank of petrol and to cover the excess. We returned the car on the 31/1/22. It was undamaged and had a full tank of petrol. Karolina was on the desk and she said we would receive an email and full refund within 2-3 days.

As I had not received a refund by 7/2/22, I telephoned Goldcar who then told me that I had in fact been charged full insurance for the car even though I had told the representative that this was not needed. Goldcar has acted in a fraudulent manner. The papers we signed were only in Portuguese, so we did not know this was for insurance, we were told that this was to cover the excess and was fully refunded with the fuel charge at the end of the rental period.

When we picked up the car in Faro Airport the employees did not check under the car. When we return the car the employee goes directly under the car and has found something wrong as he knew very well there was something here (from an other renting we suppose). We are sure not having made something that could hurt the car. We protest and asked the name of the guy and he smiled saying just David (which os obviously not his name).
They have charged us 163 € more than the price of the renting. It's a shame.

We rented a fully insured and without excess car with Goldcar through an intermediary with confirmation number [protected]. So far so good. But when we pick up the car at the Barcelona Terminal 1 airport, a woman (Maria Jose) attends us who tells us that we will be charged a deposit of € 237.78 that will be returned to us when we return the car. She tells us to sign on the screen (we can only see the space to put our signature and we cannot see anything else) and as we believe in her good faith we sign. Our surprise when returning the car is that they only return € 76 of the € 237 and we begin to see that they have charged us two extra insurances called super relax coverage € 64.88 + VAT and mega relax coverage € 16.53 + VAT without our consent and without having been previously informed. Apart from being an extra insurance that we did not need because we had already prepaid a fully covered / insured and without excess. That is why we feel like victims of a full-blown SCAM, where they have made us sign without seeing what we signed and without being informed of absolutely anything. Our contract number with Gold Car is [protected].

I booked the car in internet on Goldcar website. Booking No21217754.
I paid according contract 98, 70 € . On arriving in airport (Funchal Madeira 4th dec 2021) I was additionally charged for 299.93 € + 99 € . Totally 497.69 €. So 5 ! times more then contract value! Even 99 € - fuel deposit as I understood was not returned until now (car i had return was with full fuel tank - have Photo and video fuel indicator and car condition in airport, when return car)

Place of rental : Aeroporto de Madeira - Funchal
9100-105, Santa Cruz, Madeira

A new Renault Clio (2500 kms) collected from Faro Airport last Saturday 27th Nov.
had a faulty fuel gauge which I failed to report.
On filling the tank at Faro airport on 1st Dec. I had to fill it 3 times to ensure that the fuel level was actually visible in the filler tube.
I explained all this to the return attendant and foolishly gave him the fuel receipts with taking photos.
The following day I received a bill for 61 euros, (50 fine and 11 fuel)
The faulty gauge was probably engineered
The top up bill definitely false.
I have asked Autoeuropr, the broker to stop using them and I will never use either, again.
Interestingly, I paid a 1200 euro deposit against possible damage, as I decline their insurance offers (10 euros a day and 350 euros excess) so I am over the proverbial barrow.

I would like to file an official complaint against the company. We booked a car though Do You Spain and pre-paid for a car (Booking Ref: DYS-[protected] ) with platinum insurance offered through Do You Spain.

On arrival at the Fuerteventura Airport, we were told that they did not accept any other form of insurance and charged us an additional 430 euros. They also downgraded the car we paid for to a fiat 500.

The total cost was just under 1000 euros for a two weeks hire, double what we originally paid.

Dear Sir / Madam,

I am writing to you to raise an issue about: Goldcar Car rentals - Majorca Airport

Booking reference number [protected]
Contract number [protected]

The issue that I have experienced was: Booked car and paid upfront £97.47 on 9th September.
Took out annual independent excess waiver policy with Insurance 4 car hire on 25/9/21(see attached policy document).
Collected car from Majorca airport on 26/9/21 for 7 days.
Desk agent did not ask any questions regarding the addition of extras.
He asked me to pay 346.31 Euros and said that that this included the deposit and fuel deposit. Return like for like, full. He never mentioned the word insurance once!
I paid and he asked me to sign in a box on a digital pad for the car. I was not given the chance to see the contract before signature and assumed all of the money paid would be returned if I returned the car damage free and full of fuel.
The paper contract was handed over inside a gold car folder.
I returned car on 3rd October and quickly received an email from goldcar confirming no damage by me to the car.
On the 5th October, I received a refund credit of the equivalent of 119 Euros. I did not understand why I did not receive the full 346.31 Euros refund and upon examination of my contract, found i had deceptively been charged 227.31 Euros for 3 extras (mostly Super Relax and Mega Relax cover). See attached photo.
I have tried to contact Goldcar several times today to complain but thus far been unsuccessful.

It occurred on: 2021-09-26

This meant that I have been deceived by the desk agent.
If asked, I would have course declined the extra insurances as I had my own independent policy.
I have been cheated out of 227.31 Euros

I would like Goldcar to refund me the 227.31 Euros.

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 this email address.

Yours faithfully,

Ian Dance

Booking reference number [protected]
Contract number [protected]

42 Priestfields,
Rochester Kent
ME1 3AE

We booked a car through your Website on the 8.8.2021 (Reservation [protected]) including „cobertura y seguro" and were charged through Goldcar the amount of EUR 66, 85, -

The day we collected the car we were not informed about additional charges and I signed once that I recieved the car without scratches. Now additionally you charged us EUR 170, 95, - at the day of arrival and transfer 68, - EUR back on the day of return.

Goldcar sent me two pages with the same signature which confirms that you have just one signature for two different procedures. One for the additional security and one that the car is without any scratches. I never signed any additional inscurance with you. It seams that your company used my signing just for an additioinal contract. Please explain this!

I rented a car between 03/07/2021 and 12/07/2021 with Goldcar/Rhodium. The original amount quoted was 798, 22€, the final amount charged was 1222, 38€. When I made the reservation, I had entered the exact details of the rental (pick up in Barcelona, return in Toulouse) and had even contacted their customer service team to confirm that the quote indeed captured any additional charges for cross-country car rental. Despite multiple requests for a detailed invoice breakdown to understand what I have been charged for, I have only received the attached invoice containing two positions. I have contacted both Goldcar and Rhodium customer service multiple times with a request for resolution - Goldcar only kept on sharing the same invoice missing any kind of detail, Rhodium kept on kicking me out of their customer service chat whenever they found out that I contacted them with regards to this specific enquiry.

I think it is my right as a customer to know what I have paid for, particularly when the discrepancy between initial quote and final invoice is over 400€.

I have paid for a hire car. On collection at Alicante airport I was told my old valid uk driving licence was not acceptable. They would not refund me my money not give me the car. I have spoken to gold car head office who told me my valid licence is valid. They told me if I book again and pay again they will refund me my original payment. This is outrageous and scandalous. I intend to pursue this. I am on holiday until 9th October without a car. The car hire cost has since increased considerably. My booking reference [protected].

The rental itself was OK, however 45 days later I still have not received my car deposit back (over 1200 Euro). There has been no damage to the car, only the company has not paid me back. After 30 days I contacted them and was told they needed my IBAN for the refund (although when returning the car I had made sure it would be done directly to the card used for payment, which they confirmed), 15 days later still nothing and they keep telling me that a payment can take up to 15 days to appear on my account (but 15 days have already passed!). I have opened 3 "incidencias" so far on their website: the first time they asked for the IBAN to make the payment and closed the incident. A week later they would not get back to me with more info, so I opened a new one and was told it would take up to another 15 days to get the money back (but 15 days had already passed since they had received my IBAN) and they closed the incident again. Now, I am waiting for the next excuse after opening the third incident.

As stated in my contract 150 kms per day were include, for the 7 day rental period 1.050 kms. Goldcar sends me an invoice for an Excess Kms/Mileage: 1653 @ € 0, 15, the total € 247, 95.

Though I did not take a picture of the starting and ending km numbers on the odometer, I did not drive 1.050+1.653 = 2.703 kms during the rental period.
After checking the route driven on google maps, the total is around 700 km,
Even with inaccuracies in google maps, and some unaccounted for short trips, a margin of 300 km (40%) of the total would still be under the allowance of 1.050 km, let alone 300+1.653 km extra.

It's the last time I will use this company. Billed us more than 500 euros to change the entire windshield for a minimum risk below that even according to an employee can be solved with a resin for 50 euros! They took the money directly from the card without even sending an invoice from the company that will do it or any justification. I don't recommend this company at all!

We booked a vehicle from goldcar in bari airport, with nothing left to pay on arrival. When we arrived at the office to pick up the car, the operator asked if we wanted to purchase an additional insurance (280 euros to sum to the paid 320) while playing some psychological tricks to convince us. I asked him for some minutes to have a confab with my partner about whether take or not this insurance. We came back after 15 minutes to proceed with the car pick up the operator said he cancelled our reservation. He was extremely rude and refused to talk to us and explain why he did this, acting literally like a child. It made us extremely frustrated to see such rude and unprofessional behaviour! Goldcar robbed us 320 euros, we had to find another car last minute which was extremely expensive and the whole situation made us lose so much time, money and energy ruining the start of our holiday!

1. The lady at the front desk at Palma airport spoke so rapidly I failed to understand what she was saying BUT she never asked if I wished to purchase CDW.
2. I have my own policy with insure4carhire and had absolutely no need to this from the company.
3. I did not notice this charge until I saw my bank statements and realised that it was far too much, even for a car hire company, to charge as a deposit for petrol which the lady had explained to me.
4. I took this up with at Palma airport upon return of car but was told I would have to contact head office. He confirmed to me that the lady who charged me for the CDW cover is on commission for all such policies sold? I tried to use the website to contact the Spanish headquarters but it failed to recognise the contract and client details on contract and would not let me progress.
5. I pointed out a very small scratch to the guy checking the car at Palma and he assured me there was nothing to pay because I had CDW cover. I insisted on being taken to the office and they told me that the 90 euro cost would be deducted from the premium refund and I would be given an invoice for that cost.
6. The car checker took a picture of the scratch and also of the number plate (his words not mine) but took no other photos.
7. He presented me with a machine to sign and assured me that the tank was full and there was one point of damage but I could not see any diagram of the car.
8. They emailed me a final contract agreement showing nothing owed BUT it shows another 10 incidents with the car's body work which were not visible to me or my wife when we inspected the car and took a photograph of the small scratch.
9. I do object to the petrol deposit being deducted from my card rather than the amount being blocked (as with hotels and all other car hire companies I have dealt with, as I have had to pay out "Non Sterling transaction fee" when charged.

Hi Dear,

Car hired on [protected] at Gold Car Faro Airpory, deposit paid and not yet refunded, it was supposed to be refunded in 10 days after hired car was returned. When will my deposit be refunded to my card as customer service apparently cannot deal with the issue and there are no departments that deal with it.

Cleber Coelho

I made a reservation online on 8th July. The first attempt failed, as the Goldcar website informed me. So I completed the reservation again, this time was successful. One booking showed in my Goldcar account under reference [protected] . However, a few days later I now have 2 transactions completed on my credit card.
Please issue a refund for the duplicate transaction.

David Hutchinson
To:
info

Tue, 22 Jun at 20:59

Hello,

We are extremely concerned that our previous emails appear to be being ignored and our refund has yet to be received.

We would appreciate you giving this your most urgent attention and responding to this email by the end of this week with details of when we can expect to receive the payment into our bank account.

Can you also forward to us the contact details of your complaints department and your ombudsman as we would like to make a formal complaint should we not receive the refund within the next few days.

Regards,

David

On Wednesday, 16 June 2021, 10:18:43 BST, David Hutchinson wrote:

Good morning,

I believe it is 15 working days since your email but I do not appear to have received the refund yet into my account?

Regards,

David

On Thursday, 27 May 2021, 14:29:34 BST, info wrote:

Dear Customer,
We thank you for contacting Goldcar.

We have sent the details to our accounts department so the amount can be refunded, remember international transactions can be available up to 10-15 working days.

Regards,

Lucia.
De: David Hutchinson
Enviado: miércoles, 26 de mayo de 2021 22:09
Para: info
Asunto: Re: COVID197ZZP2252796 gfa 2691731 db

Good evening,

Please could you respond to this email and let us know when you will be paying the refund into our account.

Please could you also confirm where we can make a complaint about the process.

Thank you,

David Hutchinson

On Friday, 21 May 2021, 10:40:15 BST, David Hutchinson wrote:

Good morning,

please can you advise when we will be receiving the refund?

Thank you,

David Hutchinson

On Sunday, 9 May 2021, 19:05:58 BST, David Hutchinson wrote:

Dear Diego,

Please find attached details for the refund.

The document is password protected which we will send you under a separate email.

Thank you,

David Hutchinson

On Sunday, 9 May 2021, 12:07:18 BST, info wrote:

Dear customer:

Thank you for contacting Goldcar.

In order to request a refund, we need you to send us your bank information for international transactions including (IBAN) and BIC/SWIFT code

Please, send us all the information so we can process the refund.

I sincerely apologize for the inconvenience.

Regards,

Diego.

From: David Hutchinson
Sent: viernes, 7 de mayo de 2021 13:58
To: Covid19-Goldcar
Cc: info
Subject: COVID197ZZP2252796

Good afternoon,

We would like to request a full refund of 294.57 relating to voucher number COVID197ZZP2252796

Thank you,

David Hutchinson

I'm referring to contrato [protected] from interrent(goldcar) where I ordered a B2 sized car but got a R sized car. On the booking trough a third company there was a distinct difference in price trough the both available options. I picked the bigger car out of necessity and was willing to pay a bit extra. It was a full option fully insured car. The deposit for fuel was 102 EUR. But I only got 76 back after returning the car.