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“On Friday, 30th April we picked up our car from...”

written by on 21/05/2010

On Friday, 30th April we picked up our car from Goldcar based in San Javier Airport, this was booked via the internet through AmigoAutos agents. The booking was for 9 days in total. We paid in full for the car hire and 74 euros for a full tank of diesal. We had only been in Spain for two hours and received a distressed call from our daughter informing us our home address in the UK had been burgled and she had walked in on them. Can I just mention, we have car hire at least 7 times per year and have used Goldcar on numerous occasions, so I would think we are considered "good customers". We managed to arrange flights back on Sunday afternoon from Alicante Airport, having spent many hours on the phone trying sort out bank accounts,insurance, etc. I telephoned both Gold Car and Amigoautos to ask if we could return the car to Alicante airport, together with half a tank of diesal, and 7 days remaining on our car hire rental; I explained the circumstances and was obviously very upset. Not only had our house been burgled, both sets of car keys were stolen, bank cards, handbag, laptops etc and explained all this to both companies. I requested if we could have a refund of the unused 7 days car hire we had paid and the fuel - we were told no, and there was an additional charge of 30 euros as we were returning the car to Alicante rather than Murcia! To say I am totally appalled by their lack of compassion, uncaring and totally non-human attitude this company has is an understatement. I have emailed both concerned several times since returning back to the UK and they insist they are not responsible and its their policy to not refund any early return costs. I asked if they would possibly transfer the 7 days to another 9 day booking I want to make for June; again I been told no. I have informed them I will be writing my experience on car hire review websites and cannot believe how we have been treated. I will never use either of these companies again, even if it is policy, surely a bit of compassion and understanding would have not cost these large companies anything. I not only feel like I have been robbed by burglars, but also by these compaines. To add insult to injury, whilst we were handing the keys back into the car park office, the car was promptly driven away, obviously they were getting ready to re-rent it out yet again and charge for it, yet again...I would not give them anything for customer service..