Hidden charges, poor CS, rubbbish car selection

GoldCar Rental - www.goldcar.es
★☆☆☆☆
1.2
5.0% of users recommend this
  • Customer Service

  • Value For Money

Guest's review of GoldCar Rental - www.goldcar.es

“Hidden charges, poor CS, rubbbish car selection”

★☆☆☆☆

written by on 18/05/2015

Booked through rentalcars.com - Rented a Ford Focus (or similar) received a Skoda Yeti!! And absolutely no other cars were available...in a car rental company!! Absolutely refused any other option.

Was not advised that 1200e would be physically deducted from my Debit card until I arrived at the airport. Was advised that it would be returned within an hour of my returning the car once it had been inspected; it has not been returned yet and it is 24hours later. I received no other correspondence from the company.

The customers in front of me returning car were having stand-up arguments at the desk because they were told similar things. So there seems to be a pattern of abuse. No one checks the cars for damage until after you have left so you have no recourse after the event, and the people at the desk literally refused to check the vehicles or arrange it to be checked be another.

I will be lodging a chargeback at the end of the day for the full amount if it is not returned.

  • May 2015

    Date of hire (month/year)

  • Lanzarote - canary Islands

    Country & City of hire

  • Average

    Condition of vehicle

  • Poor

    Choice of vehicles

  • Customer Service

  • Value For Money

Goldcarrental's Comment

Written on: 19/05/2015

Dear customer,

We are sorry to hear that your experience with us was not as expected. Please note that customers can only book the desired category of vehicle, the offered vehicle at the counter depends on availability.

Our basic coverage always contemplates an excess (please see our T&Cs). Additional insurance is offered for customers’ peace of mind and always as an alternative to blocking a deposit on a credit card (unblocked 15-20 days later if the vehicle is returned in the same condition). This is explained on our webpage during the booking process and on brokers’, and is common practice in the sector.

Kind regards,
Victoria R.
Goldcar representative

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Jak1234's Comment

Written on: 19/05/2015

Thank you for your response. However your representative promised a refund in full of the deposit the same day, otherwise I would never have agreed for your company to remove 1200e from my account.
15-20 days to hold onto someone's money is a shocking amount of time.

If you would like to help, please have the money refunded ASAP. The car has been returned in the same order for two days now.

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