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“Unauthorised charges”

written by Tomycuto on 19/05/2015

We hired a car from Goldcar in Gran Canaria on 28 March 2015. On pick up the staff member was insistent that we needed additional insuranceand would not take no for an answer. She bordered on aggressive. We did not take out the insurance. The terms and conditions paperwork we were given was in German!

We only used the car to and from the airport and it was kept in a secure underground car park during our stay. We returned it undamaged on 4 April 2015. When we got our next credit card statement we found that we had been charged 161 euros by Goldcar with no explanation and had not been credited for unused fuel which we thought would be about 35 euros. We spoke to the credit card company who suspended the payment to Goldcar and were very helpful. We lodged a complaint with Goldcar on their website and yesterday they refunded the money to our credit card stating that

'After receiving your query regarding the charge to your credit card and investigating the matter with the local office, we would like to inform you that the charge of 200€ corresponds to damage caused to our vehicle
However, as we have found that we do not have all the documents relating to the charge we have refunded the amount to your credit card.'

Although we are happy to have the money refunded, the claim that the car was damaged is either a mistake or a lie. This was a bad customer experience, from the pick up to the overcharge and we will not be using Goldcar again.