Hidden charges, hard sell & surly staff. AVOID.

GoldCar Rental - www.goldcar.es
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457Smith's review of GoldCar Rental - www.goldcar.es

“Hidden charges, hard sell and surly staff. AVOID.”

★☆☆☆☆

written by 457Smith on 21/09/2017

Do yourself a favour and book with anyone but this outfit. We booked a family estate online for what seemed like a decent price. After a thirty minute wait to get to the counter ("why is this taking so long?", we're thinking), we were curtly informed that family estates are one of the highest groups and that they are all diesels and that diesels have a €35 surcharge. "We didn't order a diesel", we protested. "Read the T & Cs", came the curt response. Next up was insurance - they gave us the hard sell like no other company I've ever dealt with. They almost implied that an accident was inevitable, your CDW insurance wasn't worth anything, the excess policy I'd paid for at home wasn't worth anything and that they'd charge huge fees (helpfully laid out on a scary looking list) in the event that anything went wrong and you hadn't taken their extortionate one-price-fits-all €210 fully comp policy. We declined but they make you feel foolish for doing so. Normally it's just a simple "no thank you" with car hire companies - not with Goldcar. Next up is the ridiculous "return empty" fuel policy which involved a charge of €130 being put on your credit card and they'll refund the difference - you just know you're being fleeced with this system.... The staff are surly, objectionable and disinterested - no doubt a coping mechanism to deal with hour and hour of angry foreigners!

  • September 2017

    Date of hire (month/year)

  • Madeira, Portugal

    Country & City of hire

  • Customer Service

  • Value For Money

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Goldcarrental's Comment

Written on: 26/09/2017

Dear customer,
Thank you for your comment. We're always trying to improve our services and your opinion is essential to do so.
On the issue you described, please let us explain that initial prices on our website are for basic rentals. Then, our customers are free to add as many services as they need, with the consequent increase of the price. But it any case the decision of adding an extra depends only on them.
Also I would like to tell you our prices and conditions are clearly detailed during the booking process as well as in Terms in Conditions our clients accept.

We make daily arrival plannings but, unfortunately, there are mishaps out of our control, such as a delay of a flight for example.
Also we offer a personalized customer service, and for that reason some customers need more attention time than others.

Nevertheless, we’re happy to tell you we're working hard to open new branch offices to reduce waiting time of our customers and inconvenience due to it.

Also, we would like to explain you we have a Priority Check-in service you can add during the booking process. With this service you don't need to worry about queues, because there is an exclusive desk for it.

We offer customers a choice of petrol and diesel vehicles. There is, however, an extra charge for diesel, which reflects additional benefits as lower fuel consumption, lower fuel price and usually a more powerful engine. The cost of a Diesel vehicle is 4.00€/day.

Please let us explain our clients have two options of coverage. Both appear clearly detailed during the booking process, in FAQ section of our website and in Terms and Conditions of the contract you accepted.

First of all, you can choose a basic rental. With this rate it is needed to leave a deposit that remains blocked in your credit card until the day you return the car. If, unfortunately, the car has any damage, amount of repair costs will be deducted from the excess fee initially blocked.

On the other hand you have Super Relax coverage, with which you don't have to worry about anything because all incidents may happen are covered.

We always recommend our clients to take out Super Relax cover for their own safe and tranquility on the road, but they're completely free to decide about it.

On the issue you described, please let us explain that fuel policy is clearly indicated on our website.

In the first place, you can choose Flex Fuel system, with which you leave a deposit for a full fuel tank the day you pick the car up, and when you return it, the amount of used fuel will be charged by Goldcar and your deposit will be refunded. This rate has management costs due to several advantages attached to the own service.

On the other hand, you also can choose Full Fuel system, with which you leave a deposit for full tank, receive the car full of fuel and you have to return the same way, with the full tank. If the fuel tank is not full, the amount of missing liters will be deducted from money you initially left as a deposit.

Please refer your case to our Customer Service department by opening a query through our website. That way, they’ll get in touch with you and manage your case ASAP in order to clarify this matter.

Kind regards.
Victoria R.
Goldcar Representative.

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