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Contact No. [protected] - Rental from 5th July to 19th July.
Upon picking the keys up at the rental desk in Mallorca Airport, a discussion was had regarding insurance.
I explained to the assistant who was serving me that I had a 'Damage Excess' policy which had been specifically bought prior to traveling to Spain.
I was told by the assistant 'the insurance policy you have will not work with Goldcar rentals'.
The assistant then proceeded to use scare tactics and listed several charges that would be applicable if the car was returned with a scratch or stone chip etc etc. (anything from €600 and up from memory).
I initially objected to paying any further money and reminded the assistant I already had a separate damage excess policy.
Again, I was told the policy I had would not work with Goldcar and in fact they also said it would not even work in Spain.
Clearly, I was left feeling a little nervous and already fraught having had very little sleep in the previous 24 hours due to travel.
At the time, my understanding of what was being discussed was a deposit payment (to be refunded after returning the rental).
BUT in fact what they have proceeded to do is charge me for a 'Super Relax' insurance policy at £349, 49.
The only thing that alerted me to this was checking my Credit card statement.
Having now had chance to review the rental documents it is clear to me that this additional cost I have been charged was fraudulent in the respect that at no point I was offered to pay the standard £1100 excess deposit.
I was lied to and given false information from the outset.
Having tried to contact Goldcar from their website appears to be impossible on email which is very frustrating.
I will be continuing to seek support on this matter and will demand a full refund of the additional cost they took from me.
The complaint has been investigated and resolved to the customer's satisfaction.
This has happened to me to. I insisted that I had my own excess coverage but was told not to worry this was a new policy and all being well, it would be refunded in a month. I asked where this appeared in my contract but the assistant couldn't find it. He told me to look at the terms and conditions. I looked when I got home but nothing was stated there. When I returned the car, I questioned it again but fell for the 'don't worry, it will be refunded in a month and booked another car on this assurance. I'm now £700 odd quid down. Surely this is downright illegal!
Exactly the same case happened to me in Malaga a month ago. i was told that there was not an insurance but a refundable deposit in my contract. As i don't read Spanish and had spent 2 hours in queue before, i missed it and signed. They are refusing to refund not.
I was lied to. I don't read Spanish and after waiting in line for 45mins to pick up the car (already reserved and paid online), i was anxious to get my car. The lady over the counter told me I have to pay additional 158euros and i asked what it was. She said it's deposit and fully refundable. Now when i only got 75euros back i emailed and asked and they say they have charged for other things like super coverage and fuel protection. This is extortion and fraud.
The same thing JUST happened to me-no explanation of deposit, just told that I had to pay this amount if I wanted the car. They are liars and do not properly explain any of these "policies" at the time of rental, they just tack it on and when you try to contact customer service you can't get through, that way they can say "oh you used it sorry it's not refundable." COMPLETELY unacceptable!