GoldCar Rental - www.goldcar.es Review

GoldCar Rental - www.goldcar.es
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159Griffin-Alt's review of GoldCar Rental - www.goldcar.es

“I hired a ford Focus at Malaga airport from Goldcar....”

★☆☆☆☆

written by 159Griffin-Alt on 16/11/2017

I hired a ford Focus at Malaga airport from Goldcar. First and last time I will use them. Cheap is dear. On collecting vehicle more damage than specified and no one available(other than long queue at check in) to show, so we took pictures. I have my own UK cover for excess abroad which costs less than £40, so why pay their exhorbitant fees. I also paid for full tank of petrol and was told I would receive refund of unused petrol on return. When returning the vehicle I told their check in staff about the damage and showed the photographs which were exactly the same as they took. Within days I received two invoices, one for 250 Euros damage plus 10 Euros Petrol Tank(whatever that is) and one for 120 Euros for loss of use. These amounts were taken from my credit card. I emailed them pictures of the damage and received a perfunctory reply which did not deal with the issue. I have emailed them 4 further times with no response. I will get back the excess but the petrol cost is still owing. I WILL NEVER USE THIS COMPANY AGAIN and will return to the previous company I have used many times without a problem. This is no way to treat customers.

  • 11th October 2017

    Date of hire (month/year)

  • Malaga Airport Spain

    Country & City of hire

  • Average

    Condition of vehicle

  • Average

    Choice of vehicles

  • Customer Service

  • Value For Money

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Goldcarrental's Comment

Written on: 27/11/2017

Hello,
Thank you very much for your feedback, it is very important for us to keep improving and providing our costumers the best service possible.

First let me explain how important is to follow the procedures. At the time of picking up the car, our agents will always give customers a check out sheet with all the damages the car had previously. We always ask customers to have another look at the car and to mark the damages that we could have missed or that the car may have received while it was parked. This sheet has to be signed again by our agents.
By doing so both parties are aware of the damages the car had at the time of picking it up. When the car is returned, if our agents find something that wasn't marked on the check out, they consider it happened during the rental period. An investigation is opened and, if the customer service team can't find any evidences that the car already had this damage, they charge the customer.

Please take into consideration that if you need further assistance you can contact with us directly through our Customer Service system for a more personalised assistance on the following link by sending us a query on the bottom right of our website.

Kind regards,
Victoria R,
Goldcar Representative.

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Allens77's Comment

Written on: 30/11/2017

What about the fuel. Six weeks have passed and GOLDCAR have not attempted to deal with this. I have paid for a full tank and was assured I would only pay for what was used. Why have I not received a refund.
If you had staff available at checkout where the vehicles are then I could have pointed the damage out. To walk all the way back to the terminal, wait in a queue when I have dated photographic evidence should not be necessary.
How many other customers have you charged for this same damage. It is a useful trick to ensure you maximise profits at the expense of tourists.
Try getting the cars repaired immediately instead of hiring them out with damage. Your company is a disgrace and everybody should be warned against hiring a car from Goldcar

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Goldcarrental's Comment

Written on: 30/11/2017

Hello,
Please note that you can contact our customer support by visiting our website and then click our Help section to open a query. Our customer support will check the matter and give you proper assistance on this matter.
Kind regards,
Victoria R,
Goldcar Representative.

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Allens77's Comment

Written on: 07/12/2017

Emailed 4 yes four times and no reply received after 6 weeks.Why do you bother to suggest opening a report to customer service when you igore it. I consider I have been tricked out of the petrol money. Will put it down to experience and continue to warn people not to use GOLDCAR at any location as can be seen by other reports they just seek to take money from tourists.

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