GoldCar Rental
Reviews and Complaints

Dear Carflexi,
I have a reservation from GoldCar, My Reservation CarFlexi Order is CF138908
when I arrive to the GoldCar office I asked them to extend my rental duration from 5 days to 7 days. the Goldcar employee told me that he will cancel the CarFlexi Reservation and make a new reservation for 7 day, and he told me that the money that has withdrawn from my credit card will be returned.
Please to help in this because I've got an email for customer feedback and i believe that the reservation is not cancelled and that I've charged extra money.
thank you.

Goldcar gave us black car which had huge amount of small and big scratches. Needles to say that there is no option to change this car (or cancel our booking [protected]). "All scratches more than 5cm are not take into account" said they. 8 car elements had BIG scratches (where car didn't have paints). On car return we asked to check the car WITH us but representatives declined, saying the car will be checked by first free representative (not NOW when we can check it together). In 25 days we've got an e-mail and simultaneous charge for 1050 EURO! I have made immediate call where explained that car never was in accident and had a lot of scratches before. Support on the phone said - OK. Please send us a photos you have and explanation of your viewpoint. I've uploaded photos BEFORE and AFTER rent to google cloud and send them a link. After 5 days NO reaction. No money back. I've googled a polishing service in Alicante and found few whith 100 (min) to 500 (max) Euro cost for a full in depth car renewal. For the price of 1050 Euro I can fly from Moscow, rent THAT car again, go to polishing service and return it in a near new condition. But I would not do that because the car never was in accident

Think everyone about those CHEATERS and never rent in Goldcar.

I hired a car 26th May at malaga Airport, contract [protected], matricula 8266KWC.

I have an annual policy to cover damage waiver liability but your representative would not accept this as cover. She told me very aggressively that I had to pay a deposit of 1400 Euros. This in itself was not a problem.

The problem was that she said she didn't know when the deposit would be returned and that if there was any damage to the car whilst on hire my credit card would be charged with the full cost of the car!

Faced with this situation I could not agree to the deposit and was forced to pay 190 Euros for your insurance.

I have now had the opportunity to have the paperwork examined only to find that it states the deposit will be returned within 30 days if there is no damage and no where does it state that I would be charged with the full cost of the car if there was damage!

I was therefore sold the insurance under false pretences and demand a full refund.

Your representative should be warned about her future conduct as she was very aggressive and pressurized me to purchase the insurance by lying!

Please acknowledge this complaint.

Renatal agreement [protected]

No copy of outgoing damage report was offerd/made available to me. On return, "new" damage was asserted which we know was there and shown on the original outgoing report. Return form shows outgoing time as 11.35 which cannot have been the case - the rental documents are shown as being printed at 11.31 in the main office some way from the car park. After signing the documents, collecting keys, finding car park, finding car, finding agent, inspecting car and signing report it was at least 11.45 or 11.50. As a retired chief executive of a local authority, I would have ensured that the correct time was shown on that report.

The damage invoice was copied for me (the only such one) and I recorded on my copy that I disputed the damage and the agent countersigned. He refused to allow the same dispute to be recorded on his copy.

All attempts to get an explanation from Goldcar Malta and Europcar (which I understand is the parent company) have failed to get anything other than an assertion that it was new damage. Requests to see previous hire return form refused citing GDPR which is a nonsense since the only personal data is a name and that could be redacted. Convinced there is a fraud and/or cover up.

I now understand that similar complaints are rife.

All documents are available as pdf files on request.

Seeking honest and thorough investigation, refund of excess charges made and persons responsible being dealt with appropriately.

Date: 9th May, client no: [protected]

After extorting additional costs at the time of renting, I am still waiting for the refund of my fuel deposit on a Full-Full rental booking.

The car hire ended 9th May 2019 & I was told the refund of my EUR137 deposit (for a single tank of fuel) was being processed but I should wait 30 days. As expected, nothing has been refunded & Goldcar are now telling me they refunded on 11th May. They're unable to tell me where they refunded, but it has certainly not arrived back to the card where I paid the deposit. As of now, Goldcar are refusing to investigate.

Overall, a very poor experience both at the time of booking where random charges were added and subsequently when attempting to retrieve extortionate deposits. Will certainly never use Goldcar again!

When left the car I was told that I had smoked in it because the person saw traces of ashes. I told him that I had my tobacco but didn't smoke and also offered to clean up if there was something that he didn't like. When got back the person checked the car again and I was told that it looks like there were 2 white spots which were ash traces and therefore I'd have to pay the fee. I told him that i didn't smoke in the car and those 2 white spots could be from anything and anywhere and that I cannot be help responsible for something like that. I asked if I can speak to a manager, he said he was the manager. I asked a second person to confirm and he offered to get the Valet person. I asked to go together which he refused. I told home that I had to be certain that he wouldn't bias he person, however he declined and said I'm not getting anyone. I asked one of the drivers of the company that was around to check and confirm if it's ashes. He looked and said it looks like. When I challenged and asked would you sign for that he said I'm not signing anything, I don't know I said it looks like. Continuing my argument with the employee he said that I'm saying it's ashes and it's ashes therefore you will pay £50 this time, earlier he said £100 and I will ban you for renting with us again. I refused to sign any document as I had taken full cover and I knew I hadn't smoked inside. I'm a goldcar member and rented the same car twice over the last 2 weeks. I've used the company in Greece as well and never had issues prior to this horrible customer service. I rent at least once per month and I'm aware of the T&Cs about smoking therefore I never smoke inside the car. I do not want to pay any fees based on a persons perseption that it looked like ashes. The valeting cost is not more than £10 and I felt treat totally unprofessionally. While I was talking to him he went inside his office asking me to leave his premises and that I threatened him because I was pointing my finger to him. I did point the finger and therefore I apologised however I never threatent anyone. I was so pleased with your company until this morning. I urge you to have a look at my case and speak to Gavin from the office at Glasgow airport before I contact my lawyer and have him prosecuted for misconduct and overcharging me.

Kind Regards,

Vasileios

Booking number [protected] rental on 8 may 2019 (for one week) from Portugal Lisbon Airport, a refundable deposit was taken from my credit card, I have NOT yet received my refund on the credit card, I have tried to contact Goldcar vial different online avenues, but to no avail, as I am told my email is incorrect, this is not so as I have received all my emails fro Goldcar from said email.

I rented a car on Pisa airport from march 4th to march 10th. When I got back to Brazil I noticed that my credit card was charged 52, 19 USD + 79, 5 USD, but I had payed already to Ryanair and there was no extras left to pay.

WHen contacting them they said I returned late, but after explaining everything, they still dont want to give my money back.
I dont know who to access in order to meet my rights.

Agreement number [protected]. Car hire on Tenerife.
I've been forced to pay for the full insurance which i don't need. I told to the Goldcar person that i already have a 3rd party insurance and i don't need a full insurance from goldcar. And then when we tried several times to take a deposit from my card (£1, 100) it didn't work and she said my card is not accepted, transaction is not possible and you have to pay full amount (£160 for insurance when i paid £40 for the car for the whole period!) . I had to pay cause i needed a car, but when I called to my bank to check what happened, they said nobody even tried to make a transaction and my card works fine. So it's just a scam to make me pay extra for insurance that i don't actually need. I'm going to take this into court as I've got all the proofs from my bank and from my 3rd party insurer. This is a complaint to request my money to be refunded as i never asked for insurance and this is an illegal enforcement to make me pay for it.

I rent a car in Stansted Airport from February 22 14:25 to March 1 2019 14:25 - Agreement # [protected] - # plate WM18CUX

When I delivered back the car at Stansted office I adviced the operator at Goldcar office to have received a wrong penalty charge on February 28 at 21:45. The operator scanned the Parking charge notice and I sent at the same time the proof of payment made via paybyphone.co.uk . I've been reassured nothing more was due from my side. Despite of this I received a penalty charge of 100 GBP from Goldcar in April which is not due.

Can you please confirm you will credit my card with 100 GBP in this month ?
Attached email sent to the goldcar operator including a further request of clarification on April 16th, the rental agreement, Proof of payment for the parking and copy of parking charge notice.

Regards
Andrea Posani

I have been charged on my credit card for 73euros after being told I had flex fuel and I would not be charged this payment after the fuel payment came in with the full payment I made. They actually told me on 1 may 2019 that this payment would not be taken I would like this money returned to my card please I have always used Goldcar for my car hire

GoldCar is the worst company ever. They dont care about customers they care only for revenue. They should be in jail, when innocent people are thrown to jail and this THIEVES are out there stealing our money without suffering consequences.

I have rented a vehicle with Goldcar in Iceland on the 20/03/2019 till 25/03/2019.
I asked the full insurance at the desk, and the agent told me to dont worry that the only thing this insurance would not cover would be the roof and undercarriage.

At return, another agent informed us about a tiny mark on the left front door and assured that would be a damage caused by the wind and in this case it is negligence and Weather conditions damages are not included in the full insurance.

I have informed the agent that I work for Europcar Portugal, Faro, and there is no such thing as Weather conditions as negligence. I have seen cars entirely damaged and with no extra charges were applied once they have PREMIUM AND RSA cover.

I have also asked to see where it was written such thing, and with no luck. Furthermore, it is a scratch on the front door that you cannnot guess if its Weather or accident. And it does not matter because I have full insurance. They are just making it up to extra charge to achieve they targets.

After returning to Portugal They have charged me 476€ without authorization. I have not signed any paper and still they have charged me from my credit card.

After trying all costumer service, I have sent the situation to escalation head office department where now they are stating that if I don't show a police report for the damage I am entitled to 100% of the damage.

First is weather conditions as negligence and now because they don't know what else to say they say that I needed to present a police report when nothing was informed at the pick up moment and also returning EVEN IF WE ARE FULL INSURED.

This company should be sued legally for all the damages they are causing to people. Sued for stealing money and still running a company.

WORST DISGUSTING COMPANY EVER.

Cláudia Santos

This is the worst car rental experience in my life, First I had a very poor attention from Ruth in Palma de Mallorca.
They tried to sold my an extra insurance and were very agressive...
When I return the car I had 1 hour late due to some private issue and the did charge me 60€ and I found this really abusive.
My contract number is [protected]

I just really do not recomand this company their price are very attractive but hide a terrible penalty strategy to finaly become much more expensive than any other company...
Be carefull to this company!

I rented car at Goldcar Valencia Airport Office on 08 April and dropped it off at same office on 14 April. Officials prepared report on some damages that we never caused. These damages have already been on car and caused by previous clients. Moreover, we took some photos before receiving the car, which proofed that these damages have already been on car. Goldcar Valencia Airport officials unjustly charged 950 € to my credit card due to these damages we never caused. You can find and compare to my photos and Goldcar photos. I know all procedures about objection, I objected this charge with my all evidences, but never get to a successful conclusion. It is clearly fraud!
Contrato:[protected]
Client: [protected]

My deposit in amount of EUR 215.20 paid on 5 April 2019 was not fully returned. The rental company paid EUR 126.00 on 8 April 2019 hence I want to claim the remaining part (EUR 89.20). The rental company confirmed there were no additional costs to be settled thus full deposit should have been returned. Thank you!

Contract no [protected], pick-up location Mallorca airport, pick-up date 5 April, drop-off date 8 April 2019.

Kind regards,
Peter Tomcik

We rent a small Nissan car on April 10, 2019 initially for three days. Our nightmare started on April 12 when we tried to extend the rental for one more day.
1. On April 12, we tried many times to call the telephone number of the branch (211-4114553), but for many times it rang more than 10 minutes without being answered.
2. Shortly after 11 pm on April 12, I called again and a recorded message told me that the service time was from 7 am to 11 pm. Finally, something from the office was answering.
3. Tried again on April 13 to extend the rental. First I was told to pay 40 euros for one-day extension, about 3 times of the normal online price. Then I was told to pay 50 euros for full insurance. WeI declined both.
4. Finally went to the Goldcar office at Ag. Anargiron 82, Athina 194 00, Greece to re-rent the same vehicle at 16 euros at around 2 pm of April 13.
5. The real nightmare came on April 14 when we returned the vehicle on April 14. An representative went directly to the front-left side of the vehicle to point out a small dent and asked us pay 250 euros for the "damage". The funny thing was that he did not bother to inspect any another area of the vehicle to check any possible damage.
6. When we told the representative that we did not know any incident happened to the car, he threatened us that we must sign the paper he prepared, otherwise he would not let us go to the airport.
7. Finally we were forced to sign the paper.
8. When we left for the airport on their shuttle bus, the representative, his colleague in the office and the driver of the shuttle bus were all laughing.
9. I strongly believe they set up a trap and we were captured in the trap unfortunately: why the representative found the dent so easily without bothering to see any other area before or after? It was either caused by the hand of the God or you know whom.
10. We were told in the beginning that we don't need to be bothered by any damage less than three fingers in size. When I contacted the company and raised these question, they said the dent was not in that category and we must pay for any dent.

I rented a car from Gold Car Antalya on April 6

1 - When I called the office, they told me that they only rent mid-term renting in Antalya not for few days. Then I rented via online car rental marketplace web site, "Yolcu 360" for 3 days. Antalya branch is not rent any car for few days...

2 - I took additional insurance for 79, 95 TL . After almost 15 days, I haven't received the invoice. It always takes maximum 2 days with other car rental companies. When I call Istanbul HQ, (because Antalya branch never open the telephone) they told me that they have problem in their e-invoice system, but they also mentioned they shifted to the system 4 months ago. In addition, I have checked from web site and seen that there are many complaints in your Turkish operation. One is not sending invoice!

3 - According to the Turkish commercial law code number 5035 article 48/1-b, you have to issue invoice in 7 days after sales of good and services.

4 - Please try to reach your Antalya branch. Official number: +90 536 861 61 54. They never open their telephone.

5 - Their telephone number as indicated in the credit card slip is +90 242 5100400. You can reach easily but it is "Garanti Bank Antalya Alanya Branch!" not the branch of Gold Car.

I arrived at 22.30, so just before your office was to close. Your employee was rude from the start and was only concerned about finishing work on time as his friends were waiting for him. His first question after looking at my drivers licence was, "do you live at the address that's displayed on the card?" I told him that i live between the uk and Spain. He then proceeded and against my wishes to input my data into a system i'm unsure of. resulting with him saying "no you don't live at this address. Taken back i replied then use my Spanish address. He refused saying that this so called system wont work with that. Then smugly said that the only way i'm leaving with the car i had already paid for is by purchasing the full insurance. A cost of 213.13 euros He said its because some people damage the cars and Goldcar struggle to recoup their losses because they cannot trace the customers. I said that that is ridiculous as you have my credit card details. But he wasn't having any of it. By now its 10.45 and i noticed the other rental companies were closing. So it left me no choice but to comply and pay it. Absolutely disgusting robbery! When i get into the car it smelt badly of cigars and the fuel was not full. The time now is 23.00 I went to complain and to change the car as its still dirty and smelt bad. But he said its out of office hours and to come back tomorrow which of course isn't possible as i was to visit my brother who had just got out of hospital. To add insult to injury i''ve just noticed yet another charge of 42.53 euro for what i don't know. The car was fully insured, it was returned undamaged and with a full tank. I will report this as theft to my bank as soon as possible.. so a car that originally 42.25 euro became 297.91. ROBBERY!

I rented from Goldcar in Ibiza from 3 to 9 April. I payed for a Full assurance, and they asked for gasoline caution of €126.
I returned the car without any problem on the 9th with the gasoline full, but the money never came back to my credit card.
I tried to file a complain on the Goldcar website and I received an email from customer service where it is shown a refund on a different credit card number.

At the telephone the guy from customer service says he cannot do anything on the credit card - he even can't view the details.

I answered the email but i'm still waiting for a reply and for the money...

Any advice/help/suggestion would much appreciated.

Thanks I'm advance,
Marco Leoni

Gold Car Booking no. [protected] (Contract no. [protected])
We arrived at Malaga airport approx 05:00 a.m. 07/04/19 for our Ryanair Flight FR5945 departure 07:00 a.m. We arrived at the multi storey car park rental drop off, which encompassed 5 or 6 different hire car companies. There was a sign on entry which listed the various companies within the multi storey building but not informing you of where to go to for each specific company. So I drove round looking for any information or clues. I saw Europe Car parking bays and finally Gold Car Parking Bays. I parked in a bay and set about trying to locate a drop off box for the keys. I ran up & down the length of the extremely large multi storey and could not find anything. I thought it advisable to get checked in and ask inside the terminal building, where we can leave the keys. We checked in our luggage and ourselves and asked if the staff knew where we could drop off the keys. The staff thought it may be located in the furthest part of the multi-storey, which had a level -2 underground.
Because time was precious, I decided to leave my disabled sister and my 8 year old in the terminal building, while I tried once again to locate the key drop off. My sister is disabled and either has a wheelchair or walker to assist her. I ran all the length of the multi-storey, half of which is closed off due to building works and very poorly signposted. Eventually came to a lift on the side of the building that actually went down to Level -2, whereas Level 0, where I was parked, the lift did not have an option for Level-2. Again, I ran all through the multi-storey and eventually came to a Gold Car Staff Member and asked where I put the keys. He said: where is the car? I said parked in Gold Car Bay 225 on Level 0, he said car needs to be down here and then put keys in box. I explained I was short of time, he said car down here. I ran again 5 - 10 min's to retrieve the car & then another 5 min's or so to find how to get down to this basement, dropped car & keys in box. Ran 5 - 10 in's back to terminal 2 building. We all went to boarding as fast as we could, on arrival initially said they were closed but then let us through boarding, but then half way down ramp Ryanair staff member got call on her radio to turn back and we were told we were too late and we were told to book new flights. We arrived at airport in time, we checked in on time, if we had only been able to locate the car rental key drop off box, we would have made the flight. We then had to buy new flights, which were 2 days later, we had to book 2 nights accomodation, I missed 2 days of work, my sister who has MS and has daily medication, had to go without her vital medication. We had to call her consultant and seek advice. I had to go without my blood pressure & menopause medication. This was all so totally avoidable if only the key drop off / parking had all been clearly signposted and directed accordingly. I am seeking compensation for missed flights & accomodation costs. New flights cost £144.37 sterling plus Hotel £104.00 euros.