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★☆☆☆☆

“Very disappointed with customer care service!”

written by Lucas215 on 29/07/2017

I have been using Goldcar for many years and was not disappointed until the last care hire I rented out from their offices in Toulouse, France.

The car seemed in good condition however I only became aware that it had unbalanced wheels and possibly a mis-alignment when we took the motorway. I had called their customer care service and we agreed that I were to take the car to a garage nearby where we were staying to have the wheels balanced and aligned. I paid the repairs from my own pocket and they promised me that they will refund me the expense provided that I insert the correct details on the invoice, which I did.

Upon returning the car I delivered the invoice and receipt however they insisted that I file a complaint online. I made sure to take a photocopy of the invoice and receipt and I had opened a ticket on their incident portal as they instructed me to do.

Date of incident filed on their portal: 15th May 2017
Today: 27th July 2017

More than 2 months have passed and I have called their outside of Spain number several times during these 2 months and each time they either tell me that:
1) they did not receive the invoice and ask me send it to cs[at]goldcar.com, or
2) they have received the invoice and they will return the money in 2 days

By now I have already sent the invoice and receipt 3 times to their email cs[at]goldcar.com and I still did not receive the money.

To add insult to injury, they have marked the incident as "Finalised" on their incident portal
God knows how this will end, perhaps the money will be refunded, but I am very disappointed with their customer care service!!!

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