GoldCar Rental review: Money stolen twice!!!

I had a rental from the 18th April to 26th April 2023 at Alicante airport. At the Goldcar desk I was greeted by a very rude goldcar representative who purposely told me I wasn't able to use my debit card. I asked him why and he insisted that I needed a credit card. I then told him you don't and he persisted in a raised voice saying I do.I asked him if the rules have changed and he replied "2 days ago". He told me I could use my debit card if I took the additional insurance, which is a total lie. When I informed him that I had used Goldcar numerous times, using that very debit card, he changed his mind and proceeded. His attitude was disgraceful.

The car he gave me was the worst out of any I have received from a rental company. The picture on the damage report looked like someone had been playing darts. It was peppered all over with marks. Trying to match up the marks on the car with the ones on the sheet was pretty impossible, the car park lighting is terrible,the car was a dark colour and it was tightly wedged between a car either side. So I gave up and decided to take a video of the overall condition of the car before I left the car park. It also wasn't cleaned properly and the inside had debris and hair from before.

I returned the car at 5am 26th April, I had cleaned the car inside and out,it came back in a better condition than when I picked it up. When I returned this time there was no one there to check the car in my presence. I had to put my keys in the box located in the office.

I received an email saying I have been charged for scratches on the cars alloys. I have had no information of which wheels they are off.

I have reviewed the video I took and the marks I have been charged for were there before I took the car away. Along with lots of other mark!

I'm not happy with the advisor at the airport desk. He purposely told me the wrong information in order to try and take extra money for a product I didn't need, he was rude, unprofessional and proceeded to give me the worst car I believe that they have. The condition of the car was dirty and of a bad standard. I'm not happy about the €244 charge I have received, I believe that some of the marks on the car have purposely been missed off the damage picture to take advantage of people like me who don't want to take out the additional insurance. Either that or their employees aren't doing their job properly. Why was there no one there to check the car in my presence before I left? This is the only time this has happened, all the other times I have been able to see what checks are being done and sign at the end. The inspector could have taken those pictures from another car, at another time or done that damage moving it, how would I know? The pictures and information provided to me in the email are very vague, I can guess what wheels the pictures are off but no real information.

I have been a regular customer who has positively promoted Goldcar but this experience is enough to put me off using them again. It is not acceptable what is happening and it's illegal.

Today I received an updated,more detailed report of my charges, they have also added a €44 admin charge! They still have €1250 (including money for petrol which there is no issue), I dropped off the car 5 days ago and I haven't received a reply to my complaint. It's opened my eyes this time what a bad company this is, looking at other reviews,it doesn't seem I'm alone!

The photos below are from before I left the car park. You can see there are numerous marks all over the alloys, even though the report is peppered with marks, there isn't one marked down on the alloys! Why do you think this is?

Having the same issues? you can ask for Hojas de Reclamaciones form, this makes the Spanish authorities investigate them, you can go to a small claims court which I believe is free. If you would like to take legal action with me as a collective, email me [protected]@gmail.com

I managed to get my money back and 13 days after they steal €250 from my bank. I've had to block my card and report them to the bank to get my money back again!

Absolute arseholes, I'd pay abit more to avoid these fools

View 0 more photos