GoldCar Rental
Reviews and Complaints

I had a booking from the Alicante Office on the 25th April
We checked the car but did not see how bad the tyres were until after arriving at our destination, the next time we went to use the car, they were bold to the wire on the front and highly dangerous to drive on.
We also had a slight cigarette smell, and found a cigarette butt in the boot.
We contacted the contact center on the 1st of May and were told that as we didn't have super relax cover that we would have to pay for recovery and also get our way back to the airport to get another car. We later realised on return that Breakdown is included in the standard cover so why were we told this.
We spoke to a manager and I was asked to email photo's of the tyres to [protected]@goldcar.com, the manager called back and confirmed that we could get the tyres replaced and would be reimbursed if we returned the invoice in the name of goldcar. So this is what we did. The Alicante office were very apologetic and surprised at the issue. We could not raise the issue on the online system as it did not recognize any of our details despite being logged in with the same details at the time. So the office raised a case for me and emailed me the reference the next day.
I had no response so contacted the customer service number, they advised again to raise it it in writing on the website, I explained the issue there and they told me (Incorrectly) to write to [protected]@goldcar.com, as I didn't get a response, I contacted the number again and was given [protected]@goldcar.com, so wrote a lengthy email to them.
No response, so called again, not helpful, told me to email, so I chased again via [protected]@... No response, called again, this time more helpful, could see the photo's that id sent an the communications and notes, put on hold while spoke to team and was told that I would get a response later that day. Well, I did get a response, saying there was no record of any of my complaint and basically dismissing my claim and complaint. I responded, still now a week later, no response. I call up, no help, told to email the CS team again.
No way of escalating my issue.
I am owed money, and had part of my holiday ruined because I could not use the car.

I rented in Catania (Sicily) a vehicle for a week, on the check-in nothing was announced on the vehicle and no one was present to do it with us at 10am, everything seemed in order, at back, bringing this car (a Peugeot 308) leaning down, a check out employee finds us a scratch of 40 to 50 cm on the front bumper to the right, strictly invisible if we do not bend hard to see it ... and of course the deposit left of 1364 € visa card platinum is likely to be used to redo a painting (or simple polishing). I add that I have not scratched or touched and I suspect this agency Goldcar to try to scam us simply ... in total it would have to inspect very finely this car (lying on the ground!) Before take it and report this scratch.
I enclose the photos taken this morning at the agency of Catania, a catch at man height (nothing visible IMG_4596) and the other at one foot, IMG_4597, where appears the damage
I also enclose a copy of the rental contract with Goldcar Catane following the payment by Visa card of the Lyon Catane AR flight and the car rental contract taken at the same time.
Of course we expressed our extreme dissatisfaction with the interested ... the agency Goldcar in Catania, this morning May the 21st. We were told that we had to take the special insurance (to pay of course) or to be able to do a very accurate ckeck in... implying really uneasy look...

I rented a vehicle from GoldCar Rental with my booking via Expedia for my holiday.
I collected the vehicle from Majorca Airport on 12/05/2018 and when collecting was told I must pay 111.00Euros for fuel deposit which I was advised would be refunded to me when the vehicle is returned with a fuel tank of petrol, and also 209.47Euros for insurance, which I assumed was to cover anything accidents that may happen whilst driving the vehicle. Later when I arrived at my hotel and was checking over my booking details with Expedia I noticed that it stated insurance including damage waiver was included in my booking, and decided I would mention this when returning the vehicle at the end of my holiday as I was sure it would of just been a returnable amount.
At the end of my holiday, on my way to the airport, I filled the vehicle up with petrol and I went to the desk to return my keys and advised the gentleman about the insurance and he stated that I would need to take this up with someone else at the other desk. I went into the airport, but was unable to see 'the other desk' to take this matter up, so decided I would email upon my return but am unable to locate an email address on the website for GoldCar Rental.
I have now returned from my holiday and received an email, from '[protected]@goldcar.com', stating that I would receive a refund of 110.00Euros, minus 7.00Euros Fuel Tank and 50.00Euros Penalty for Full Tank Breach?
I have attached photographic evidence that the vehicle tank was full upon leaving the vehicle at the airport car park as requested and also photographic evidence that the insurance was included in the initial car hire.
I would be grateful of the full refund of 320.47Euros instead of the 53.44Euros stated in your email.
Could you please respond to this complaint by 27/05/2018.

We issued a formal complaint to Goldcar Rental through email.

On Thursday 10th of May my husband and I rented a car from Goldcar at the international airport in Malta. The staff were friendly and presented a well-run service at the desk in the store. After everything had been arranged, we went to collect the car in the car-park. The car we got was a Peugeot 107/ 1.0/ chassis VF3PNCFB4CR026370. It was clearly in very poor condition, on both the outside and interior of the car - please refer to the evidence of this in the attached photos. There was a dent on the left side of the car which was obviously the result of a collision. On the way out of the airport, he could feel something was unusual about the car and it was making a strange noise, but we assumed that it was something minor relating to the fact that car was generally damaged and had been crashed before, so he continued driving to Hostel Jones where we were staying. He drove for 20 minutes and parked the car until around 9am the next morning. At that time we made our way to the boat departures to Comino. This was a journey of around 40 minutes and we parked the car again until around 1:15pm. After that we had a quick stop at the Popeye Village and followed our way again to Mdina. At this time, the car stopped responding, lost power and a weird smoke started coming under the hood of the car. He switched the car off and when He switched it on again, to our surprise the gear wasn't responding at all. We contacted the emergency number and the staff arrived less than fifteen minutes later. They checked the car and informed us that the problem was the clutch and that the whole part was broken. They demanded we sign a document agreeing to pay €923, 94 for the problem. He refused to pay this amount as We knew we were not responsible for the damaged clutch. The two representatives of your company then told us that if we did not sign the document then they would drive away and leave us where we were. Both my husband and I felt threatened by this remark. Since our only other option was to be abandoned by your company in an unfamiliar place with no car, He reluctantly signed the document, feeling under duress to do so. The amount charged seemed excessive for a broken clutch. Since this incident, we have investigated the market rates for the replacement of this part (including labour) in Peugeot cars, both online and in several Peugeot dealerships. However, to reiterate, if He had not signed the contract authorising the payment, we would have been stranded with no assistance.

At the time of the incident, we attempted to discuss the fact that a clutch does not break in less than 24 hours and the car was already damaged when we took it. However, your staff representatives were not open to listening or discussing the fact that we were accused of breaking something that takes time and low or no maintenance to break.

The towing and the replacement car arrived after 2 hours without a full tank, as shown in the photos below, even though we had to return it with a full tank. We completely reject the amount charged for several reasons, most importantly because we didn't damage the car or any part of it. We would like the company to resolve this complaint immediately.

Furthermore, we request that you forward to us evidence of the maintenance history of the car - the vehicle had more than 69.000km driven and also was in very bad condition as we said before and as demonstrated in the photos.

On the basis of all of the information outlined above, in addition to the indisputable photographic evidence supplied with this e-mail, we request an immediate refund of the amount we were unduly forced to pay on the credit card. We expect a satisfactory response within five days of sending this e-mail to you. If we do not receive a response from you on or before Friday 25th May, we will take further actions to get this issue sorted.

EVIDENCES - Provided by email:
Car conditions both interior and outside: 19 photos
Contract, Damage invoice and Receipt refuelling: 03 photos
Whatsapp Conversation with staff member: 05 photos
Routes:04 photos

Kind regards,

Patricia Dias

Contract [protected] 18-27/04/18
I have attempted to email full details as advised by Customer Services csgoldcar.com but not acknowledged as valid site?
On collection of car charged E286.39/£259.20 which was advised would be refunded on return of the vehicle in same condition + full tank of fuel, which it was. Only received E63. I was fully insured via Ryanair as purchased Damage Refund Insurance. Paperwork states on collection of vehicle to decline additional insurance as have Axa policy. The subject did not arise but I did confirm I would receive a FULL refund. Please refund E223.39 due to me as soon as possible.

Hello,

Carhire at Catania aerport with Goldcar, on arrival I was refused a car, and no refund of the cost of carhire, booking ref:[protected]

Because I did not have a credit card, I told the desk manager that I had the deposit covered on my debit card. The desk manager said it was company policy to only accept credit cards as a deposit. But I hadpaid for the car on the internet with my debit card!

I was told I could not have a car or a refund on the rental, I had to go to another carhire in Catania and hire another car on my DEBIT CARD with the Deposit of only 500 euro instead of 1, 200 deposit for the same group a car.

I am in the process of trying to claim my carhire fee back from Goldcar, no reply yet!

It seems to me that this company is running a business that that has no ethical standards or a duty of care to its customers, in fact it just steals customers money at will, even though it has recieved sanctions and fines against it. IT continues to act in a criminal manner, and this needs to be exposed through the mainstream media and TV. I am sick of being ripped off by rouge companies that are allowed to steal openingly peoples money.

"After many complaints received by the ECC-Net (where ECC Sweden is included) regarding the car rental companies Goldcar and Firefly, the Italian Competition Authority (AGCM) acted. Goldcar and Firefly get a fine of 2 and 1.6 million euros because of their unfair practices.

Booking a rental car online could be easy and cheap. But often consumers are urged to pay additional fees when they pick up their car at the rental desk. It is therefore good to read the information on the rental car company website when you rent through an intermediary or a tour operator.
Insufficient price information on additional insurance

Goldcar is punished now for aggressively advertising their additional products. The Italian Competition Authority (AGCM) declared: Goldcar does not inform consumers clearly and sufficiently about coverage and prices of the additional insurances. The AGCM did also not accept terms and conditions regarding refuelling. The Competition Authority criticized the company for taking advantage of consumers being in a weak position.in total, a fine of two million Euros was imposed on Goldcar Italy and Goldcar Spain"

After returning our car we have been charged for damage that was already present when we collected the car we stated at the time we were unhappy but was assured that all damage had been noted and we examined the car with a memeber if staff to make sure of this however on return to the uk I telephoned customer service to find out why our deposit hadn't been refunded only to be told it have been with held to pay for damages

Goldcar claim I drover nearly 24, 000kilometres in three days.

According to the receipt I have had €3, 600 deducted from my credit card for 23, 997 additional kilometres at a charge of .15 euros a kilometre for e rental April 20-23 at Nice Aeroport.

So one of the following is true

My Citreon C4 is faster than a Bugatti Veyron and drove ate 333kph non-stop for 72 without refuelling on 8 litres of gas.

I'm Superman and carried the car from Nice to New york, onto Los Angeles, down to Sydney, upto Delhi and back to Nice in three days.

Check out the receipt.

To whom it may concern,

Firstly, Please see attached for picture.
I (Hugo Nelson) paid for what the clerk deemed as new damage (a scuffed bumper) of a Goldcar vehicle registration: OQ2326 which I hired in Malta (Agreement no: [protected]). Date 8 April 2018.
I cannot see why I had to pay for the damage separately upon return of the vehicle since a deposit of Eur 2 500 was paid upon hire. Can this be released as soon as possible please?

Secondly,
The nature of the damage is very minor. When the total amount for the vehicle hire for 10 days (Eur 463.22) is compared with the amount for the scuffed bumper (Eur 487.34), one sees that the damage charge exceeds the rental of 10 days and leads one to question whether this is a fair bill?
The charge seems exorbitant.
Could your organisation please consider reducing the amount charged for the damage?

Sincerely Hugo Nelson
(email: [protected]@hugonelson.com)

we hired a car from Goldcar on the 31 March 2018 at 21:00 from Alicante with a drop off at Murcia 6 April at 18:00.

The car was not the one we ordered she said at the desk your car has been given a way so you get an older car sorry.

We checked the car over and took photos which unfortunately did not take well due to the dark.

When we returned the car after having put only 75 miles on it they said we had damaged the drivers seat with cigarette burns, neither of us smoke, we had curbed a wheel and damaged the back bumper.

When I told her we hadn't done this damage she laughed and said welcome to Goldcar.

We have now been charged £760 from my credit card however I believe these damages would have already been charged to the last driver.

The card had 9000 miles on it the inspection sheet had no marks at all which I find hard to believe.

Under the Freedom of Information Act 2000 I would like to see previous inspection sheets and damage costs. If I don't receive this information before 30th April 2018 I will contact the Police and ask them to investigate Goldcar and its Code of Conduct.

I believe you have been totally unethical and disingenuous and whilst I have paid the damage I will continuously promote your company on TV, radio and media advising the public of your behaviour.

Michelle Clark

Having hired a car from 11/3/2018 to 30/3/2018, on return of car there was half a tank of fuel left, since being back in England I have received an E-Mail, stating I will receive a payment of 27euros for the fuel left in tank On receiving my card statement it appears you have added on 27 euros when it should have been deducted? Can you please rectify this. Thank You

Mr M Degville

On the 17 march 2018 I rent a car in Venice airport . Service was awful and the car was even worst.
They gave a car that had one bulb not working. considering that it was 1 am we rejected the car and ask for a new one. The customer agent disappeared so I had to go around the block to find him. He then gave us another car which was completely smashed and he said not to worry since we had just paid for a comprehensive insurance cover.

We were ask to leave € 1500 for the deposit. Is this normal?
I had the impression they were forcing people to buy expensive insurance!
It's 4 days that we returned the car and we are still waiting for the refund on the payment that we've made on fuel

I will never rent a car from them again

Last week I made a reservation for a small car (BB). The system automatically upgraded for free to a medium size car (D). I didn't want that, as the hidden costs would be higher. So I contacted the company by email, which I prefer over phone contact for legal issues.

The company doesn't respond at all, even though I sent them a reminder a few days later.

The reservation number [protected] is in the subject line of my emails.

On 24 FEB 2018 we arrived to Larnaca. We had paid the car rent in advance from 24.2 -4.3. We bought an insurance at the office, paid about 159 EUR. I said I want to go and check the car. The Goldcar manager said "No need to check the car, you have full insurance". It was already dark, som I didn´t check the car. The next day I noticed that the tyres were compleatly smooth, illegal without any tracks. I called Goldcar. The manager first said he can´t do anything, does not have any cars, can not arrange new tyres. After a long conversation he said that we can come to his office, 70 km from Paralimni where we staid to get his car, a smaller car than we had paid for, a Huyndai I10. On the highway the left front tyre exploded. Luckily we did not have an accident. I called Goldcar. After three calls he sent a guy to help us. We waited for 1, 5 hours. The Huyndai had also very bad tyres. I called the manager, I called Malaga several times on 27.2, I wisited the Goldcar-office in Larnaca 28.2, called Goldcar in Spain 28.2, but the call was cut and no one called back, the manager at the Goldcar office refused to give another car. In the same building as the Goldcar-office was a tyre company. I asked for a new tyre, but the manager said he can not give a new tyre because he is not the owner. He refused to give the phone number to the owner, said he doesn´t have it. This car episode spoiled our holiday, because we were not able to drive around the country as much as we had wanted. I have hired Goldcars for many years in both Spain and Cyprus, and newer had any problems. I have also told many friend that Goldcar is a good company. Now I can´t say the same anymore. I want compensation, 500 EUR, for the spoiled holiday. Please contact me.
I have added some photos. The first one is the tyre on the first car, a grey Toyota. The third photo is from the highway after the tyre eplosion. The last picture is the tyre on the Huyndai that couldn´t be changed.
Ulf Grankvist, Finland. uka.[protected]@gmail.com, +[protected]
Account nr FI3680002718600298

I rented a car for 28 days in November 2017. Returned the car in the same condition as I picked it up. £1200 taken from my debit account and 7 days later returned to me less £400 for damage that didn't happen. the car returned with full tank of fuel, not refunded. I drove to Alicante airport twice on the second time I found the car I hired and took photos of the car with no extra damage that when I hired it. They e mailed and said I should claim from my own insurance. Hold on, if I did that then I would be committing fraud and telling lies as Goldcar have done with me. All I seem to be doing with Goldcar is going around in circles and opening incidence with them that they do not reply to other than the standard letter that everyone receives. They LIE and commit FRAUD and the insurance companies wont do anything about it because Goldcar is business to them. I need help and do not know where to turn.

Yesterday February 23d we returned a car to Goldcar Spain (next to airport Santander)
Client number [protected]
Contract nr: [protected]
Today we get an invoice of 150 euro extra for "Check-In Major cleaning"
We do not agree with the extra charge of 150 euro! The car was returned in a reasonable clean status. A standard cleaning would be more than enough. We are returning customers and have rented cars from your company for 5 to 6 times in the last year. We were always very pleased but this particular charge feels to us as a rippoff. And for sure because the lady at the desk assured us that there would not be any additional charges! Could you please confirm that this charge will be disposed? Many thanks for your quick reply.
I already filed a complaint via the Goldcar.es website. Complaint number 1529674

I rented a car for 2 days, from Friday 16th Feb 2018 night to Sunday 18th Feb 2018 noon.

The car had way more damages than the one noted on the check-in paper... it looks like a usual issue. So I noted every scratches on the body, and took pictures. I am a regular traveller, often renting cars, taking care of the check-in, even if I never had any issue... except once actually with GOLDCAR (already) charging once for a cleaning.

I never take the extra insurances as if worse case, if I was to damage the car, I would be using the VISA credit card included insurance.

I used the car only twice : to leave the airport on Friday, and to go back to the airport on Sunday. I was alone in the care, obviously seating at the driver's seat (read below).

On Sunday when I returned the care I was late for the plane, and said it to the guy (ouch). Still he took his time to check the car, went around, and went to open one single door, the right back door. Then he literally lifted the back seat. I was surprised he could do that, but then he closed the door and said "everything is fine" and handed back my papers.

My mistake here : I did not ask for signature / validation the care was return and everything was fine as stated. Lets rephrase : my mistake here, I trusted him / GOLDCAR company.

The two days latter, on Tuesday 20th Feb 2018 I receive notification from GOLDCAR that they will retain 455, 00 € for a damage on the car. I called customer service and was explained that the damage is not on the body, but in the car... the back seat being damage. This brought so clearly back to my mind the image of the guy opening the door and directly checking the back seat, which again has never been touched while I had the car.

The guy was actually planning his / company's organised fraud.

That back seat might have been damaged, but not by me, by a previous customer I guess. Goldcar might have not noticed it at that time, but they clearly knew when they handed the car to me. Why didn't they use the insurance they have on the car when renting it with additional insurance? I guess because this increases their insurance fees (they should have limits to respect with their insurance company). So what do they do? They wait for the next customer renting without an insurance, they take the deposit from his credit card, and tell him everything is fine when he returns the car. If the guy does not ask for writing confirmation on the return document -> they charge him. So easy. Yes but this is rubbery and fraud.

They will obviously not fly away with it. ECC should be made aware.

I also have a ticket with Goldcar customer service, a complain with Ryanair car rental (got the rental through them). So I will update on progress of the case. Who knows, someone might actually consider this kind of behaviour is not acceptable in their company and do something about it (in addition to refunding me).

Client number : [protected]
Contract : [protected]

I have recently hired a car from Goldcar Fuerteventura, and have been 'ripped off'.
The rental was from 17.12.2017 to 31.12.2017 to be picked up and dropped off at the airport.
I took photographs of every scratch and dent on the car at pick up and photographed the car at the end of the rental period to show everything was the same as when I picked it up, there was no one available to check the car over with me.
I also washed and hovered the car (as goldcar charged me £200 once before for 'extra' cleaning the car even though I had washed and hovered the car then, weeks later when they stopped the money there is no way to prove this, after my complaint goldcar reimbursed half of the money).
This time they have deducted 460.48 euro and have not even contacted or emailed me to say why they have charged me this, I only found out when my credit card bill arrived.
Is this legal? Can they do this?
Every phone number on their documentation is not a valid phone number, a voice tells me it is no longer in use, there is no email, complaints or customer service I can contact. I have found this complaints board site and am hoping this actually gets through to goldcar.
I have also complained to the Spanish tourist board, the Spanish government, the Gran Canarian government, the trading standards and a few other sites as well, as I am so upset about having this money stopped without any notification and for no reason as I have 'before' and 'after' pictures to show everything was in same condition returned as when picked up.
So how am I to contest the deduction of my money? I can prove the car was returned in the condition (if not cleaner) than I picked it up?
Can you help me?
If not who can I complain to within the Spanish government as Goldcar should not be allowed to get away with highway robbery.
I am absolutely amazed at the amount of complaints regarding goldcar and I will be informing everyone NEVER, EVER to use them, plus post reviews on every travel website I can find.
thank you
regards
D.W. Lamb

rented car for 3 weeks through travel agent in Canada
picked up car at Airport in Faro, Portugal on January 23/18
pressured to buy extra insurance even though we thought we were covered by Visa, assured this would give us total peace of mind about the car
charged extra for driving to Spain, although was previously paid by travel agent
staff were not friendly and when requested a staff person grudgingly showed me how the emergency brake worked and' about pressing clutch to start car
returned car Feb. 14 and no staff person wanted to check car
150 Euros taken off Visa for major cleaning, car only needed a little vacuuming as we had used it for 3 weeks.
This 150 fee should be illegal and was not warranted
would never recommend Goldcar

Contract number: [protected]

We rented a car from goldcar in faro airport and collected the car on january 30th 2018. The car we got was a fiat 500 16st88. We inspected the car when we collected it and could find no obvious damage.

We gave our credit card details and were charged €44.41 which we were told was for tolls, airport tax, etc

We returned the car to goldcar in faro airport on the 6th of feb 2018 @ 8am. A goldcar representative came out and the main driver inspected the car with the goldcar representative. She pointed out a tiny mark on the windscreen, no more than a pinprick, not a crack or scratch or chip. She said the entire windscreen would have to be replaced and charged us €400.
We were extremely annoyed by this as there was no damage to the car, let alone €400 worth. We tried to question the goldcar rep as to how it could cost so much and asked could we get a receipt for the work carried out as proof. She was extremely rude and unhelpful and rather than answer our question she just said:
"stop making me crazy, it's 8am!"

We reluctantly agreed to pay the €400 and signed the invoice, even though there was no damage, as we knew we would be able to claim it back through our own insurance. Also we were getting nowhere with our queries and were under pressure to catch our flight home.
The invoice shows that the car had been fully inspected and that the only "damage" was the mark on the windscreen. The invoice was signed by both the main driver and the goldcar rep. We can provide a copy of this if necessary.
The €400 was taken from our credit card.

On checking our credit card account today (12/02/18) we realised that a further €403 had been deducted from the credit card. This is an unauthorised charge which was taken from our credit card without our knowledge, with no notification and no consent. This is an illegal transaction. Please reverse this charge immediately. We are already in the process of disputing this charge with our credit card company.

We attempted to contact goldcar in portugal today and could not reach them so we called customer service in spain. We were advised that the €403 was €400 for damage to the front of the car and €3 for tolls. We had already paid for the tolls and there was absolutely no damage to the front of the car whatsoever. The car was fully inspected by a goldcar representative and ourselves on the 6th of feb. Upon completion of this inspection the goldcar representative signed off on the car and stated that there would be no further charges other than the €400 for the windscreen.

Please provide us with a full breakdown of the cost of replacing the windscreen including evidence that this has been carried out, invoice from the mechanic and photos of the windscreen before and after.

Although we do not accept the new charge of €403 and will not be paying it, we would still like to see photographic evidence of the alleged damage and an invoice for the repair work required.

All of the above has been sent to you by email and we have already raised a query on your website https://www.goldcarhelp.com/en/

Please note if we do not receive a satisfactory response we will be taking this further.