GoldCar Rental - Review

1.2 / 5
5% of users recommend this
  • Customer Service

  • Value For Money

Stewartce355's review of GoldCar Rental -


“We have rented a car for 3 days from 20 to 23 of June...”

Written on: 25/08/2017 by Stewartce355 (1 review written)

We have rented a car for 3 days from 20 to 23 of June 2017 in San Miguel (Azores) from Goldcar company.
We have booked a car in advance using internet service
We used this service not a fisrt time but for some other car rental companies and did not have any problems. But with Goldcar it was suspicious from the beginning.
Goldcar does not have a parking place in the airport Ponta Delgada and they provide shuttle to their premises. The instruction says that we go out and the shuttle bus will wait us their. When we arrived nobody waited us their. After 15 minutes we had to call and lady said - Ok, we will come to pick you from their airport. When we arrived to Goldcar garage she started to push us to buy en extra “insurance” for all damages coverage. We have told her that we already bought full coverage insurance from Rentalcars, but she insisted for about 20 minutes, offering different alternatives. We have told her several times that we already have insurance. It was a bit strange, because she should have understood that we are not going to pay twice for the similar services.

When we received the car we found under the front bumper on the bottom some not declared defect, like scratches. But she (the same lady that picked us up in the airport) has refused to mark it explaining that this defect is in rubber part and they don’t charge for that. We asked to check but she immediately changed the subject and rapidly started to tell the stories about possible small damages that are not charges and so on.
When we returned this car we understood their business model. First, she checked fuel level, after that she and one another worker immediately went to investigate front down damages that were not marked. They did not check sides, back, nothing. Just straight away this front bottom place. It was so obvious that even funny. She said that there is a damage. We reminded her that we told about that. But she said that it is not only rubber, but also plastic. We told her that we asked to mark this place, but she said that there were nothing. They estimated this damage as 200 euros.
We are absolutely sure that we have not done any new damages.
And if we would have made damages - there is no reasons for us to deny that since we had full coverage insurance. We would like to take people attention to this company Goldstar which is doing so stupid things. We don’t know whether it is Goldcar policy or their workers’ business but we never will use this company again and don’t recommend for others.

  • 20-23.6.2017

    Date of hire (month/year)

  • Ponta Delgada

    Country & City of hire

  • Average

    Condition of vehicle

  • Average

    Choice of vehicles

  • Customer Service

  • Value For Money

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By Goldcarrental

Written on: 27/08/2017

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 note that in order to pick up a car it is compulsory to block a deposit on a valid credit card. Our staff will always inspect the cars after each use and will mark the damages on the check-out sheet, however, we always ask customers to double check this since the cars can receive damage during their stay in the parking lot. This way both parties are aware of the damage that the car has on it before departing. On return, if our agents find damages that were not marked, they proceed to investigate and if it's considered that it occurred during this rental period, the customer will be charged for it.

After reading your comment, we understand that you booked a third party's coverage.
Therefore, we'd like to explain you how our coverage policy works. We always make the customer choose from two different options: you can purchase our additional coverage or you can leave a deposit in which you'll be liable of any damage made to the car, as our agent explained you at the counter.

We are aware that third parties offer customers their own coverage, as in your case, but it should be explained that this coverage is only applied when a charge is debited from the deposit left by the customer to the rent-a-car company, this is how the third party's coverage policy works. This information must be given by your broker.

We always recommend our additional coverage to customers for their peace of mind because thanks to it, they will be fully protected in case of an accident and we won't be liable if any damage is made to the car.

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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