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GoldCar Rental
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2.3 551 Reviews

GoldCar Rental Complaints Summary

179 Resolved
372 Unresolved
Our verdict: Engaging with GoldCar Rental, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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GoldCar Rental reviews & complaints 551

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R
11:20 am EDT
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GoldCar Rental Excess km charged while not driven

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.

Desired outcome: Refund of the incorrect excess

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6:27 am EDT
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GoldCar Rental Bills without invoice or justification

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!

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11:15 am EDT

GoldCar Rental Terrible experience at goldcar in bari airport

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!

Desired outcome: A TOTAL REFUND!!!

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1:25 pm EDT

GoldCar Rental Over charged in Majorca car hire CDW

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.

Desired outcome: I require the CDW cost to be refunded less, at the most, 90 euros, which is in any case excessive for the damage, together with an invoice for the cost of repair to take up with my CDW insurer.

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9:13 pm EST

GoldCar Rental Car Hire

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

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6:09 pm EDT

GoldCar Rental Car hire charged twice

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.

Desired outcome: Refund of second charge transaction

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11:42 am EDT

GoldCar Rental Refund not paid

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

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8:04 am EDT
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GoldCar Rental Booked car didn't match the car I got and the deposit wasn't fully returned after bringing the car back full.

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.

Desired outcome: Refund

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7:54 am EDT

GoldCar Rental I made arrangements on my car payment and now my car wasn't start or crank they shut it down

I made a payment of 200$ and talk to a representative when paying and she replied ok for you im putting you down to next Friday with the rest of your payment so why want my car crank
I'm just wondering why because I been paying all the time even though I've been late a few times but I make sure I pay yall

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7:40 pm EDT

GoldCar Rental booking canceled due to late arrival

i booked a car under booking reference [protected]

and as i work for a airline and i was on standby ticket, and due to the corona virus flight are not running as they should be, i was late in arriving to pick up the car, they said the booking is cancelled after 5 hours, but on there website it says that if the driver does not arrive to pick the vehicle up, it does not state the time, i was unable to contact them so when i did eventuLLY Arrive at tenerife airport they said the booking had been cancelled and they would not refund the money which i had paid for 23 days car hire, also the contract in a contarcition in its self as it states its non canceable at the beginning and further down it has box ticked that it is cancelable .i asked at the desk for a refund and was rudely spoken to by a woman who would not give me her name but wore dark rimmed glasses and had blond hair, told me no refund read the terms and conditions and cant you see we are closing now and turned her back on me and mumbled something in spanish and laughed .
the cancelation policy
Cancellation conditions for prepaid reservations through the Goldcar website:

Cancellation is free of charge up to 24 hours before the pick-up time. For cancellations made later than this, a cancellation fee of 20 euros will be charged. unless you have contracted a non-refundable rate. The total prepaid amount shall be refunded to the same credit or debit card as the one used for the initial payment. Refunds shall not be given for prepaid amounts if the reservation is canceled less than one hour before the scheduled pick up time of the rental car or after it. Moreover, Goldcar shall not give refunds for prepaid amounts if the client does not go to the hire office to pick up the vehicle.

To obtain the refund of prepaid amount, the customer must access the 'My Bookings' section of the Goldcar website and proceed to cancel the corresponding reservation. At the final step of the cancellation process, the customer will be redirected to the Goldcar payment gateway, where they can verify that the refund has been successfully made.

Non-refundable prepaid bookings may not be cancelled or modified (such as the«Crazy » rate or any other rate under another trade name identified as such). Even in the event of cancellation, the prepaid amount (taxes, fees or other charges included) shall be kept by Goldcar as compensation.

8.4 In case the customer purchases the Supplementary Cover "Relax", the franchise is 0€ for all damages caused to the vehicle bodywork. In addition, there will be a reduction of the guarantee deposit - to be deposited by the customer - to 300 EUR. And under this complementary "Relax" coverage, the costs associated with the of loss of income due to immobilization the vehicle - contained in clause 6.2 of the General Terms and Conditions - will be cancelled in the event of an accident.

Desired outcome: get a full refund

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6:42 am EDT
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GoldCar Rental Covid-19 Refund

In January 2020 I hired a Goldcar vehicle via Ryanair for collection and return at Toulouse Airport on 24 to 30 March 2020. The booking reference was [protected] and I paid £60.88. Ryanair cancelled my flight because of Covid restrictions and later told me that £60.88 had been refunded onto my Amex card. That refund never arrived. I contacted Ryanair, who initially told me (on 16 Oct 2020) that the refund HAD been processed on 23 March 2020, but asked me to send them proof if I believed otherwise.

I sent Ryanair copies of my Amex statements covering the period of, and either side of, the supposed refund. The statements clearly show no refund of £60.88.

Having chased Ryanair between October 2020 and March 2021 for this refund, Ryanair now tell me that I must claim the refund directly from Goldcar Rental. Without anything other than a booking reference, the Goldcar website makes it almost impossible to re-claim this refund.

Desired outcome: Refund of £60.88 owing

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11:56 am EST

GoldCar Rental Fuerteventura airport scam

We hired a car for a day at the Goldcar desk in Fuerteventura airport.
We took pictures of the vehicle before driving off and the day after we returned the car clean and without any damage.
A Goldcar employee checked the car on arrival, told us that everything was ok and we left the country.
The following week, after realizing that the deposit money were not being released, we called the desk at the airport. They told us that there was a £200 damage on the car and because of this they were keeping the security deposit.
No attempt was previously made by the company to contact us about the "damage" that we supposedly caused, and no further explanations were given about the reasons of keeping the entire security deposit (£1200 circa).
There is a whole lot of people out there that are being scammed by the company in a similar fashion. Bad reviews all over the internet and incredibly a facebook page named "Goldcar scam victims".
It is simply unbelievable how this company is still able to operate a car hire desk at Fuerteventura airport (or all the airports for the matter!) after so many customers from many different nationalities are having their money illegitimately taken by them.
We tried to contact the desk over and over again, but our requests for explanations were abruptly cut short and last time they hung up on us.
We opened a dispute through the credit card company and we are also in the process of contacting the local authorities at Puerto Rosario and at the airport itself.
Avoid the company at all costs and if you are a victim yourself please endeavor to report this scam to the authorities.

Desired outcome: Getting our money back

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10:35 am EST

GoldCar Rental Car rental

I paid Goldcar £39.95 on 5th April 2020 to rent a car from Ibiza.
When I arrived to collect my car Goldcar refused to give me the car, even though I had a contract with Goldcar. I booked and paid for a car and Goldcar refused to honour that contract.
I was then stranded with my child, in Lockdown. I was very unhappy with the uncaring attitude of the Goldcar staff as they refused to help me and my child.
I asked for a refund and was verbally told that I would be refunded.
I have waited a few months because I understand there are delays because of Covid but I cannot see any refunds from Goldcar.

I would like a refund for the service Goldcar refused to provide.

If there is no refund I will dispute the payment with my credit card company.

Please refund me £39.95 as soon as possible.

Sincerely
Theresa Gallagher

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3:43 pm EST

GoldCar Rental Unauthorised credit card charge after return of hire car

I hired a car in September 2020 and on return the car was inspected and signed off as perfect. I subsequently discovered that a 20% surcharge had been placed against my credit card for "cleaning". The company will not provide substantive evidence and will not respond to my emails, tweets, facebook contact.
I have now read many online reviews and this seems to be a tactic that Goldcar (also operating as Interrent) uses regularly. It appears that they hope customers will give up and stop chasing. Of course, I want a refund however I also want this company to be exposed for shameful and dishonest practices

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8:21 am EST
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GoldCar Rental Not refunding deposit

Hired a car from 26/10/2020 to 8/11/2020 from Alicante airport.
Contract [protected]) was raised with a fuel policy agreement of Full/Full and a deposit ‘Deposito Combustible' paid of €115. This would be refunded if the car was returned ‘Full' - which it was.
Checking my credit card it appears Goldcar have only refunded €65 of the €115 deposit
I have queried this with an operator called Lisa at Goldcar and she had stated that only €65 was returned as the outstanding €50 was for other fees - one being ‘Smart Return' and the other ‘Airport Fee'
With regards ‘Smart Return' - there is no reference to this on my contract so cannot be enforced.
With regards ‘Airport Fee' - My online booking clearly shows that the Airport Fee is included in the total fee to be paid on arrival
Therefore I believe Goldcar is acting fraudulently by not returning the €50 deposit.

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10:08 am EST
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GoldCar Rental Do not observe international coronavirus issues

I made a booking with Goldcar for a car rental in September 2019, having used that company many times over the last 10 years. Despite being a Club member the company have failed to respond to my letters and online messages about Government restrictions preventing travel to Spain and request to refund super cover insurance, which obviously I could not use, and also airport tax - I was only to willing to forego the car rental charges all of which I prepaid. If anyone at Goldcar gets to read this message then I would be delighted to hear from you.
Brian Phelan
[protected]

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12:16 pm EDT
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GoldCar Rental Mechanical failures

Car Hire: 12-26 August 2019. Pick up Faro Airport, holiday destination Carvoeiro (128 kms round trip from Faro).

*14/08: Rang Goldcar and spoke to customer representative Claudia.
This was to report faults on the car. We had upgraded at an additional €15 per day (Matricula: 68XD07) totalling an extra €210 for the duration so expected the vehicle to be in faultless condition, unfortunately, it fell far short! As such, we were promised and stated we would be willing to take up the offer of compensation to forego the supplement paid.
As reported, there was an intermittent electrical fault which caused the door open alarm to be activated on the dashboard whilst driving with audible alarm sounding continually which also contributed to circumstances where the car would not lock. Not only was this highly inconvenient and the noise extremely irritating whilst on our long-awaited annual holiday but it also meant the car on occasion was not secure and left us feeling highly anxious in case of a potential break-in or theft.

26th August: We reported the faults at the drop off office at Faro airport as instructed over the phone by Claudia (see above). We set off an hour earlier (with 3 children in tow) in order to do this but we were then told this would have to be done via customer services number: +351 707 504070 and dealt with back in the UK.
28th August, I rang the Customer Services number and spoke to Fatima who advised me to complete the 'report a problem' online clearly setting out the problems encountered and terms of compensation offered.
30th August: see email from Juan @ Goldcar apologising
12th September: emails forwarded to Lorena at Goldcar as requested
10th October: Camilo response stating complaint would be escalated to Head of Maintenance but any financial compensation hitherto promised, reneged upon.
10th October: Response to Goldcar highlighting all references to any refund withdrawn.
15th September 2020: Further email to Camilo requesting escalation channels. Completely ignored.
26th October 2020: Took to Twitter to voice consumer complaint. Immediate reaction from Goldcar asking to private message.
27th October: After a lot of spurious preamble, agent Ahtziri referenced an email never seen before by us which claims: "We are sorry to hear that the condition of the car provided did not meet your expectations.
After open an investigation with the Faro office, we can confirm that the car conditions were ok at the end of the rental.
So I am afraid to inform you it is not possible to compensate for this booking.
29th October: Emailed Caroline. parot and Jose. blanco@europcar to escalate.

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4:55 pm EDT

GoldCar Rental Car rental palermo

Dear GoldCar,

I booked a car in Palermo airport between 21st and 28th of October with Super Relax Cover.
- Booking number 19907708

My driver's license is non-EU, from Ukraine. Before booking I checked which driver's licenses are accepted by Goldcar:

https://www.goldcarhelp.com/en/faqs/227-what-driving-licences-do-we-accept

After that, being sure everything will be alright, I made a non-refundable reservation on the Goldcar website. Yesterday I looked at the Terms and Conditions, and found out that in Italy international driver's license is required according to that. May I ask why the information on the website is entirely misleading?

I called Customer Service and was redirected to Palermo GoldCar Office (+39 091 591414) and spoke with a nice lady, who said a physical international driving permit is required. She said I will be refused a car if I do not provide an international driving license. This is horrenous. I cannot cancel my reservation. I am refused a fully prepaid service because I trusted what is written on te website whereas an contract has completely different misleading requirements.

I booked Goldcar with full insurance and still fell into scam.

------------------------------
Kind regards,
Oleksandr Puhachov

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8:53 am EDT
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GoldCar Rental Unauthorized credit charges and extra charges against the company's terms and conditions

Booking number [protected].
Dated Aug 18 and Sep 7

It's in regards to two fees that I was wrongly charged.

1. 50eur diesel fee that I was charged at the counter when I never specified for a diesel car
It specifically says on the T&C that "If there are only diesel cars in the Group chosen by the customer, at the pick-up time, this charge will not apply."
But they refuse to reply to my emails for the refund.

2. 250eur deducted from my credit card without my authorization for damages that were existing
When I returned the car the attendant said there was a damage to the bumper. The car has dents and scratches on every side. All the damages were old. Upon taking the car I have mentioned to a check out attendant and he said its was ok since it was an old car and all noted. I have explained to the attendant that all the damages were existing on this old car and we agreed none of the damages are new. After I left I received a charge of 250eur deducted from my credit card without my approval and for the existing damage.

I have called and sent emails. Only reply I received was on Sep 21 listing the terms of their cancellation policy that is completely irrelevant with my refund request.

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2:38 pm EDT
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GoldCar Rental Insurance

Booking Reference Number: PT519556880
Confirmation no. [protected]

Dear Madam,
Dear Sir,

When booking the car on edreams, I took an additional insurance for my car rental to make sure that I have no more payment to make when picking up the car.
This was a misleading information : Goldcar obliged me to take again an insurance or I had to leave a deposit of 1.200€ (I am a student and can't pay that). Goldcar said that I shouldn't have taken that edreams insurance as it is useless.
Consequence : I paid 2 times an insurance.
I hereby ask you to reimburse the supplement I paid when processing the on-line reservation. My family is travelling a lot using edreams, it would be a shame to change of online travel agency.

I remain available and count on your understanding

Alexandra Fasel
+33.6.48.14.70.56

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GoldCar Rental In-depth Review

Pricing and Affordability: GoldCar Rental offers competitive prices and affordable options for renting vehicles. Their rates are reasonable and provide good value for money.

Vehicle Selection and Availability: GoldCar Rental has a wide range of vehicles to choose from, including compact cars, sedans, SUVs, and even luxury cars. They have a good selection of vehicles available, ensuring that customers can find the right car for their needs.

Customer Service and Support: GoldCar Rental provides excellent customer service and support. Their staff is friendly, knowledgeable, and always ready to assist customers with any queries or concerns they may have.

Booking Process and Ease of Use: The booking process with GoldCar Rental is straightforward and user-friendly. Their website is easy to navigate, and customers can easily book a vehicle online in just a few simple steps.

Transparency and Hidden Fees: GoldCar Rental is transparent about their fees and charges. They clearly state all the costs involved upfront, ensuring that customers are aware of any additional charges before making a booking.

Vehicle Condition and Cleanliness: GoldCar Rental maintains their vehicles in good condition and ensures that they are clean and well-maintained. Customers can expect to receive a clean and reliable vehicle when renting from GoldCar Rental.

Insurance Options and Coverage: GoldCar Rental offers various insurance options and coverage plans to provide customers with peace of mind during their rental period. They have comprehensive insurance options that can be tailored to individual needs.

Pickup and Return Experience: GoldCar Rental provides a smooth and hassle-free pickup and return experience. Their staff is efficient and ensures that customers can quickly collect and return their rental vehicles without any inconvenience.

Additional Services and Amenities: GoldCar Rental offers additional services and amenities such as GPS navigation systems, child seats, and additional drivers. These services enhance the overall rental experience and cater to the specific needs of customers.

Overall Satisfaction and Recommendation: Overall, GoldCar Rental provides a satisfactory rental experience. Their competitive prices, wide vehicle selection, excellent customer service, and transparent policies make them a reliable choice for renting a car. I would highly recommend GoldCar Rental to anyone in need of a rental vehicle.

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GoldCar Rental contacts

Phone numbers

+34 965 943 186 +390 645 209 634 More phone numbers

Website

www.goldcar.es

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