GoldCar Rental
Reviews and Complaints

Arranged car rental with Goldcar prior to the commencement of holiday to collect at Bucharest Airport. Agent refused to honour the rental as my credit card was not accepted. I contacted credit card company who confirmed there was no problem whatsoever with my card and that the agent had failed to request the deposit. I asked them to repeat it but to no avail. I went to another car rental office adjacent to Goldcar, who confirmed my card account was in order by placing a minor transaction on my card. I returned to the Goldcar agent who still refused my card. I suggested that he contact his bank, but he refused. He therefore cancelled my prepaid rental contract. I managed to secure a car rental with another agent at the same car rental lot without any problem, but was charged significantly more as I had not pre-booked. As a result of this I have lost the money I had prepaid and had to pay significantly more money than I had originally budgeted due to the attitude of the Goldcar agent at Bucharest Airport. I am disgusted by this poor service. I think a refund and compensation would be a reasonable manner in order to resolve this situation.

A few weeks ago I rented a vehicle in Lisbon with Goldcar but under the name of Rhodium rent-a-car. The car has been consigned to me in poorly lighted indoors car park where I was the only responsible for registering any damage that the car may have had. There were several bumps and scratches along the vehicle. I took the car and after a few days I returned it to find out that Goldcar was to charge me €150 for two 1cm surface scratch on the rim of the wheel.
The marks were so superficial that in the dark lighting conditions of the car park they could easily be overlooked in the mix of the other several bumps and scratches.
I am positive that I didn’t cause those scratches as not only did the car stayed parked for the majority of the rental period but also I didn’t get near any side walk edges during that time. I am sure that the marks were already there before my rental period started.
I made that clear to the staff at the counter, I already wrote to your address [protected]@goldcar.com and until now there has been no acknowledgement of my claim and no effort in showing proofs that the marks were not there in previous rentals. I request full refund of the €150 unless you can prove that the previous five rental did not register those scratches.
Would you kindly please contact me so we can determine the course of action to solve this.
Thank you
Car registration number: 73SV47
Contract number: [protected]

Dear Sir or Madam,

I have rented a car from Bergamo Airport /İtaly at 23.06.2017. I delivered the vehicle on 29.06.2017 in accordance with all conditions. The Depositor is told to be repaid within 2 days at the latest but has not been paid yet. I checked with my bank.
Contract no: [protected]
I request that the repayment of the deposit be made urgently.

Hanife GÜMÜŞ

Robbing thieving b&@)(;;s avoiding using this company at all costs! Hired a car for 2 days and three months later they took £55 euros off my card ... the said I'd been ticketed with absolutely no proof, I know there is no chance of this because the car was only parked in paid car parks or the hotel one where I stayed! I am reporting this to the European consumer centre. Pretty sure it's theft taking money out of people's accounts without authority!

N° EXPEDIENTE [protected] - 1295898 . Ringrazio la Signora Victoria R. per la risposta . E' l'unica persona che dopo tutto questo tempo mi ha dato una risposta . Ho presentato un secondo reclamo, come mi ha consigliato di fare, e rimango in attesa di avere dalla GoldCar una risposta e le prove che la macchina fosse realmente danneggiata, visto che dalle mie foto questo non risulta . E' da diversi anni che sono cliente GoldCar ed è la prima volta che mi è successo questo spiacevole inconveniente .

Stefano franchi - italy
nº expediente: 1288183
Goldcar mi ha addebitato 315, 40 euro per un "check in - aleta delantera".
1 - ho riconsegnato la macchina senza nessun danno
2 - un vostro incaricato mi ha detto che la vettura era ok
3 - non ho ricevuto nessuna e-mail delle ragioni dell'addebito, ho trovato io le fatture sul vostro sito
4 - ho telefonato al numero di assistenza clienti, dove sono rimasto in attesa, parecchi minuti, pagando 30 euro di telefono, per avere una e-mail di contatto
5 - ho inviato le foto al costumer service, il 15 giugno, che provano che ho restituito la macchina nelle stesse condizioni in cui l'ho ritirata. (foto del ritiro 1 maggio e foto della riconsegna 8 maggio)
Sono ancora in attesa di una risposta...

Legal thieves! Stay away from this awful company! On 6/06/2017 we have collected a car (Volkswagen caddy) at seville's airport and the return was agreed at malaga's aeroport. At the moment of rent's and deposit's payment (€1200) in seville, we have been given the keys and explained verbally where the car and its parking were. Nor check of the car condition was made by any employees in front of us or none of the employees has come with us to the car parking. On 14/06/2017, we have returned back the car and the keys directly in the box office of the company at your car parking in malaga's airport. No checks (Again!) were taken and we haven't been asked to sign anything regarding the conditions of the car or something confirming the car return. On 20/06/2017 I have been charged without notice or communication a cost of £ 289.38 on my debit card. After calling helpline, we have been advised that there was a damage on the front part of the car without any further specifications. We firmly deny this damage and we have reported an illegal embezzlement of my money without any proof, notice or communication. There are four of us (Plus a kid) witnesses which can confirm the non-existence of this damage or imputed incident. We also report a really bad negligence and service not to have undergone any checks before and after the collection of the car as all car rent companies usually do! After several weeks, no signs from the company besides calls and emails. Awful experience!

dys [protected]
from 09/05/17 -16/05/17
I rented a car from Gold car - and returned the car on 16 May 2017 with no additional damage/scratch and I only charged used €11 fuel, so I did limited driving - to and from the airport .
When I returned the car, the company charged me €200 for a scratch which did not occur during my rental. My three travelling companions confirmed this to the girl at Gold car desk. I disputed this, I asked for a copy of invoices and related paperwork, Gold car told it would be emailed to me. I have received no communication of any kind from Gold car.
The only advise offer from Gold car was I should take out the full insurance cover with them in future even though I have a separate excess policy.

I booked my rental through the car broker "do you spain". I have emailed them twice since my return and I have no response or acknowledgement from them.

I will taking this through my bank and the European Consumer Centre to get a full refund .
As a regular customer and car rental, i have enough experience to know unethical behaviour.

Salve!
Sono cliente Goldcar con codice: 8261247.
Ho già fatto alcuni noleggi con la Vostra compagnia e sono rimasto molto soddisfatto, a parte l'impossibilità materiale di ottenere la fattura dei noleggi per problemi del Vostro sito che Vi invito a risolvere.
Vi scrivo queste rimostranze con riferimento al noleggio da me eseguito lo scorso 20 giugno all'aeroporto di Fiumicino.
Si tratta del contratto [protected], relativi all'autovettura targata FJ080FS.
Dopo avere ritirato l'auto e ultimato la discesa della rampa di uscita dal parcheggio dell'aerostazione mi sono accorto che il livello del serbatoio era a 6/8.
Nell'impossibilità di ritornare al parcheggio della Vostra compagnia per degli impellenti impegni su Roma, ho tentato più volte di telefonare al numero telefonico ([protected]) dell'agenza di Fiumicino per segnalare l'inconveniente, ma era continuamente occupato.
Ho riconsegnato l'auto puntualmente il successivo 23 giugno 2017.
Posto che all'atto del prelievo dell'autovettura segnava Km. 6334 e alla riconsegna segnava Km. 6433, ne deriva che ho in tutto percorso Km. 99.
Nel fare il pieno prima della riconsegna ho rabboccato un totale di 76, 65 litri, come è dimostrato dallo scontrino che vi allego, avendo peraltro eseguito il pagamento con Bancomat onde tracciare la data, l'ora e il luogo della transazione, oltre all'importo pagato (€ 26, 10) e ai litri di benzina riversati nel serbatoio della Vostra autovettura.
Non avendo potuto impiegare più di 5 litri di benzina per percorrere i Km. 99 che ho effettivamente percorso utilizzando la vostra autovettura, ne deriva che i restanti 12, 65 litri di carburante da me pagato hanno compensato il rabocco dei 2/8 ed oltre di carburante mancante all'atto del ritiro dell'autovettura.
Per quanto sopra Vi invito a rimborsarmi nel modo che riterrete più opportuno l'importo corrispondente a circa 13 di carburante non fornitomi e da me pagato.
Allego copia dello scontrino della stazione di servizio IP Service ove ho eseguito il pieno alle ore 15:57 del 23-06-2017, poco prima di riconsegnare l'autovettura a Fiumicino.
In attesa di un Vostro cortese riscontro porgo distinti saluti.

Client Number: [protected]

We rented a car via Goldcar Malaga, which we picked up on the 7th of June 2017.
The contract showed a number of scratches on the vehicle, which we of course investigated before leaving the parking garage.
Additional significant scratches and bumps were found and documented via photos.

We then showed the pictures to the agent who then updated the contract, signed and stamped it.

When we returned the car, the offices were closed and we dropped the keys as aggreed.

Now, three days later we only receive a small margin of the deposite.

I have called customer service who just replies that this is due to damages on the vehicle. Only place to report an complaint is through a site, where no photo proofs can be uploaded.

The car has only been used on the road and has been parked in a private garage most of the time. We are absolutely certain, that no additional damages has happened

Resulution: Please return the full amount of our deposite.

We have rented cars many times before and this is the first time such a thing has happened. Very rude and very sad that this is accepted by some.

Hello,

I am looking to travel to Italy in a month time with friends and want to rent 2 cars. Have been trying to find by all means a point of contact with Goldcar to better understand payment methods.

I did see on the website debit cards are not accepted in Italy and last night I called the Italian number provided on the site and the guy on the phone assured me any cards that have Visa or Mastercard are accepted.

We all have bank debit cards with Visa or Mastercard included (examples attached in pics). Are these accepted or not? I do not want to make a reservation and lose the money because we have the wrong kind of cards.

Need this sorted out ASAP.

Thanks
Joanna

Contract ref [protected]

I rented a car from Goldcar - - and returned the car on 02 June with no additional damage and a quarter tank of fuel.
I then 3 days later was informed they had charged me €1100 for various damage that was nothing to do with me and was either there at collection or was done after i dropped the car off at check in I was not asked to agree or sign anything, I have been in constant contact through @Goldcarcares with no satisfaction at all, the internet is full of stories like this and highlights what a dishonest company you are, your staff at Alicante were rude unhelpful and in one case very aggresive
I will be taking this matter further and through and the European Consumer
Centre.
An absolute disgrace

Contract ref [protected]

I rented a car from Goldcar - I am a Goldcar Club member - and returned the car on 13 June with no additional damage and a quarter tank of fuel.
I then noticed on Friday they had charged my credit card £750
I called them and they told me to email [protected]@goldcar.es which i did. I have received no acknowledgement or communication from Goldcar.
I was told by the call centre that there was damage to two doors which I deny.
When I returned the car no mention was made of this, I was not asked to agree or sign anything, I have received no communication of any kind from Goldcar.
I will taking this through my bank and the European Consumer Centre.
An absolute disgrace

Got totally ripped off by Goldcar. Charged us for 'Super Relax Cover' that we never knew we had opted for. Trying to claim back they are denying we contacted them during the hire period, which we did so, they deny anything misleading at the counter (both of our car hire parties were unaware we had suddenly opted for the super cover choice), they sent incorrect details on confirmation emails, the figures on the paperwork (during a fraught time) were incomprehensible and of which one was what we believed to be the deposit under the selection we choose when booking online.
For BOTH of us to have had this happen MUST say something about operating procedures for clarity and transparency.
The whole experience was more wrought iron than goldcar.

I booked a car rental through GoldCar Italy. I was scheduled to pick up my car from Linate airport on May 28, 2017 at 7 PM. When I was informed that my flight with British Airways was canceled, I called the GoldCar customer service number to notify them that I would not be picking up the car on the 28th, but would do so on the 29th of May. The customer service rep told me that this would be no issue, and the car will be ready for me. I asked him to send me an email, and he said it is not necessary because he will add a note to the reservation.

Upon arrival to Linate, I go to GoldCar to pick up my car. I show the woman my reservation confirmation, which referenced the car type and the price, and she informed me that there is no car for me. She told me she could give me a smaller car at a much higher price. I explained to her my conversation, she looked up the reservation on her system, saw that there was a note on the account about my late pickup, and said that the rep should have changed the date and that there is nothing that she could do about it. After 30 minutes of heated discussion, I finally decided to accept the car they had at 220% of the original cost because my options were limited.

GoldCar did not honor the original reservation, they provided me with a smaller car, and they admitted that the customer service rep had noted the account and that they were at fault. This is bait and switch and is criminal.

As a resolution, I expect to have a refund of the excess amount at a minimum, and because I accepted a smaller car, I should pay a lower rate for the whole reservation. My original booking number with GoldCar was [protected] and the amount due was 154.29 Euro. The amount I had to pay was 370 Euro. I've attached a photo of the original reservation and of my credit card statement detailing the GoldCar charge.

We like to make an complaint about the way we were missinformed about the terms of renting a car! We was not informed in advance that we have two choices: to pay 1100 in deposit or 292 euro in incurence when getting the car, we think that we have been cheated ! If we had known this before then we wouldnt have hired a car from you and we will not do so again! And we will not recomend you to anyone! One more thing: the lady behind the desk told us to leave the car emphty of petrol when returning the car, she didnt tell us that if we left it full we would get money back, missinformed again! This is not an okey behavior, next time we will choose Centauro insteed, we had non of theese problems with them last time! In case you wouldlike to contact us to make som sort of compensation our contractnb is [protected], datos del vehiculo: 8630JWX, email: [protected]@gmail.com, otherwise dont bather! Fanny and Janne Magnusson, Sweden

Goldcar
Messenger
Conversation information with a Goldcar representative

Goldcar
Messenger

Messages

MON 23:59 5th June 2017

John
Thank you for hiring with GOLDCAR.
We are writing to inform you of the details of a charge on your contract [protected]
from 29/05/2017 to 02/06/2017:
Type Concept Units Amount Total
Charge Check-In Front door 1 1 200, 00 € 200, 00 €
Charge Check-In Rear door 1 1 200, 00 € 200, 00 €

TOTAL: 400, 00 €

OUR RESPONSE

can some one PLEASE HELP US WITH THIS AS THIS DID NOT HAPPEN AND WE ARE VERY UPSET AND WE CANNOT GET HOLD OF ANYONE
TUES 07:46 6th June 2017

GOLDCAR RESPONSE

Hello John,

Thank you for contacting us.

Please find attached related to this damages.

As you may know our policy establishes that if when the car is returned we found any damage that wasn't marked on the check out sheet we give our customers when they pick up the vehicle, it would be charged to them as we understand that this damage was made under their responsibility. Did you mark all the possible damages the car could have on the form?

Please send us your copy of this document. Meanwhile we are contacting our offices in order to clarify this matter ASAP.

Thanks!

MY RESPONSE

TUES 09:58

Hi there, thank you coming back to me. When we picked up the car at Alicante airport it was not in bay 164 as we were told, so a lady from the kiosk had to use the key to find the car which was in a very dark corner of the car park far away from kiosk. When we checked for scratches the form bore no relevance to the sheet that was given to us and I did check the car but was confused but it was so very dark I could not see anything and the marked areas on the sheet did not appear on the car which led me to believe this was not the right car. I did try to get the attention of the girl who showed us to the car, but she was with somebody else and there were lots of people waiting to speak to her. so I think maybe the car we were supposed to get was not the car that we actually did get. We drove to a villa on a complex in Guardamar del segura, called El Raso, we parked the car in the villa, our friends came to stay and parked in front of the villa, so nobody could drive the car out of the villa. We stayed 4 days and did not drive anywhere until we left for the airport which was at 4am in the morning, and did not stop or meet anybody on the road. We parked it in a bay with no surrounding cars at 4.30am in the morning. We dropped the keys off in the key box as there were not staff there. So it is not possible for the scratches to made when the car was in our care, so if this is the right car you are talking about, the scratches must have been made after we left the care there. Please do not take the money from our credit card as it really has nothing to do with us.

Thank you for your attention
Kind regards
John O'Sullivan
John

TUES 15:47

GOLDCAR RESPONSE

Hello John,

Please note that our offices referred us the check in/out form signed by you at the counters. As you can check there none of the damages charged (front and rear doors) weren't marked on the check in. Therefore, these damages were registered as new ones.
The only person directly related to these damages is you as the owner of this contract.

The only way we would have to proof contrary on this is that you provided us photos of the state of the car on collection (attaching dates and hours they were made) demonstrating that these damages were already on the car or weren't made during your rental.

Thanks!
TUES 17:56

OUR RESPONSE

WED 06:38 7th June 2017

No I cannot check this now. But bay number 164 was empty. I think the confusion is that it is possible that the forms given to us relate to another car, as I said it looked like it had less marks than on the form... my query is did she give me the wrong car? and when she said bay 164 and the car was not there, it was in a very dark corner on its own at the back of the car park and the girl at the kiosk in the car park was looking for it with the key... why was the car not in the bay we were told?
WED 10:50

AGAIN WE RESPOND

Hello again, I am really concerned and upset about this situation, especially as I have now had some advice from a friend of mine who works for a car hire company, and, after googling your company seeing so many negative reviews about additional costs. I am so surprised, especially as I have always been very satisfied. I have been hiring cars all over the world for many years, and due to the nature of my business, intend to continue. A lot of which have included many vehicles with Goldcar and feel very disappointed that having entered into a trustworthy contract with Goldcar in Alicante that I am having to explain a situation which I genuinely have nothing to do with. I am not responsible for the scratches and don't feel that I should have to pay for someone else's! Also, for your information the cost for the scratches are highly inflated as I have been informed that the cost should be far less than indicated. Also, I don't understand why you are hiring out damaged cars and expect customers to pay for damages not relating to them, this is not common practice in any business unless it has been advertised or informed at the time of booking. When I am booking my car the photographs of the rental cars appear as new and there is no indication that I am paying for a damaged car? Can you explain this to me. I am appealing to you to sort this our on my behalf, as soon as you can. I am leaving for another business trip in two weeks time and don't want to be in a situation where I wont ever use Goldcar again. I appreciate all your help. Thank you, John

THURS 10:45 8th June 2017

GOLDCAR RESPONSE

Hello John,

Please let me clarify you how our policy works in case of damages.

First of all, you have to know that all the cars are handed to customers with some usage from previous rentals. For that reason they have to follow a damage procedure in which the customer have to mark all the pre-existent markings or scratches the car could have had. Why is this that way? Because we have an extra service called “Super Relax” cover which customers can add to their contract and forget about any damages that the bodywork, or external mirrors could have during their rentals. On those cases the cars are not checked, but our agents mark on their forms any new markings they recognised and save it in our database in order to send the car to reparation in the future. This reparation cannot be done immediately, because we have always a huge demand of cars every month, so they have to continue renting the cars until they find some time to immobilise this vehicle and send it to garage. For that reason is essential to mark any pre-existent damages the car could have whenever the customer is hiring without our additional coverage.

On the other hand, according to provision 6.1 of our general T&Cs (www.goldcar.es/en/tc) : “the amount charged to customers for damages to the vehicle is computed according to the assessment made by an independent adjuster. Alternatively, if an external assessment cannot be made, customers will be charged the amount resulting from a preliminary assessment made by qualified Goldcar staff, according to the rates published in Annex I hereto, which are known and consented to by the customers.” Please fine attached our Annex I with the damages relation costs.

At this point we cannot do anything else, unless there's a photo or proof that can demonstrate this damage was already on the car.

Thanks!

THURS 12:00

Hello, how very disappointed and disheartened I am, so you are saying even if the damage had nothing to do with me, I am responsible for the cost? I really do not wish to pay for somebody else's damage regardless of your terms and conditions and policies that you say you put in place . There was nether any mention to me about the Super Relax option or at any time was I offered this alternative service, including the excess damage waiver, which by the way every other single time I have rented a car, this excess was always offered to me. The only thing the girl at the Goldcar rental kiosk pointed out to me, was that as I had rented a car with a full to full petrol policy, she told me that there would not be any petrol stations open at the very early time of the morning i was dropping the car off, (I PASSED 2 THAT WERE OPEN ON THE WAY IN UP THE COAST ROAD) so all she did was take my card, and debited it for 14.95euro so I would not be charged the 50euros excess for petrol and debited my card for 1163 euros for the excess car damage. At no time was anything else discussed, she was very unhelpful and rude, however i am used to this and take this with a pinch of salt, as it seems to be the normal behaviour, and I am in customer services myself so know that they just doing their job. She did send us to the wrong level to find the Goldcar car park, and my wife speaks Spanish, so its not as if we could not understand, and my wife heard her apathy and could tell that she really was not bothered about our rental, on top of which my main complaint, is that she sent us to the wrong bay so again the mistake must have been made her. So are you saying that there is nothing i can do to not pay this amount? Can I appeal to an ombudsman or contact your legal department? Thank you, John
09:34

GOLDCARD RESPONSE

Hello John,

Please note that our agents are completely sure that the damages addressed were related to the car with plate 2633JPR. They keep a careful track of all car's plates in order to avoid any misunderstanding of these kind. Therefore, despite you had a little confusion finding the car, they saved the plate and registered all new damages on this model.
As we said previously, unless you can provide any photos of the car on collection (attaching hour and dates) that demonstrate these damages were already on the car when you collected.

If you want to raise a formal complaint, you can always put a query into our website here: https://www.goldcar.es/en/atencionCliente/. At the bottom right side of the page, you'll see a button to report a problem.

Seen by Goldcar at 09:34

12:33 Friday 9th June 2017

Can I please have your name as a reference, and can you please supply me with an email address so that I can proceed further with my complaint. Thank you, John

NO FURTHER CONTACT VIA MESSENGER
THIS IS MY CURRENT CONTACT WITH YOU...

EVEN THOUGH IT HAS NOTHING TO DO WITH ME, WHY HAS THE CAR NOT HAD THE WORK DONE? AND YET I HAVE STILL BEEN CHARGED. IS THIS LEGAL. GOLDCAR HAVE CLEARLY SATED AND I QUOTE FROM A RESPONSE FROM GOLDCAR AS IN ABOVE TEXT...'This reparation cannot be done immediately, because we have always a huge demand of cars every month, so they have to continue renting the cars until they find some time to immobilise this vehicle and send it to garage. For that reason is essential to mark any pre-existent damages the car could have whenever the customer is hiring without our additional coverage.'

I SAY, clearly these very small scratches, which i reiterate should not cost €200 each, have not been repaired as the car can still be used.

Small scratches have appeared whilst not in my care, they have charged an extortionate amount for the repair of the scratches BUT have not actually undertaken the repair work, and have taken my money from my credit card. This is an abuse my trust and feel this is an unethical standard of practice.

I request a full refund.

Thank you for your attention,
John O'Sullivan

Goldcar rental desk at Palma Airport, Majorca.

We purchased and pre-paid for our car hire insurance through Argus Car Hire. We have also complained to Argus Car Hire.
We printed and presented our voucher at the desk, as instructed by the email confirmation of our booking.

Firstly, the car we booked was not available so we had to have a larger size.
Secondly, the lady on the desk would not accept that our insurance was sufficient and only covered third party damage. Although we told her that it did, but she insisted that any scratch would cost us thousands of Euros and that we needed to but extra insurance. All four of us witnessed her aggressive behaviour. She made us pay over 200 Euros extra.

I have a holiday home in La Cala de Mijas and fly regularly to Malaga Airport. I own a car in Spain which I leave (off road) at my apartment. My usual mode of transport from the airport on arrival is taxi, costing 50-55 euros each way. When I flew to Malaga 22nd - 29th April 2017, I decided to take advantage of a Ryanair promotion, offering car hire for the week at £38.21, which I booked and paid for. On arrival at Malaga I went to the Gold Car desk as instructed. I was offered an automatic for an additional 20 euros, which I accepted. The documentation was completed at the desk and I was asked to sign to confirm no damage to the car, without even seeing the car. After completing the documentation, we were directed along the car hire hall and out of the terminal to a car park. We then had to take the lift up one floor and then to find the vehicle. It seemed a nice vehicle and a quick check confirmed no significant damage to the car. When I arrived at our apartment I checked the documentation and then realised that I had been charged 20 euros per day. This was excessive, especially as the car would only be used to travel to and from the airport. I called the Gold Car telephone number and was told to return the car to Malaga airport within 24 hours and they would change it for the car originally booked. I returned the car the following morning and was shocked to be accused of a small scratch on the front wing. I had driven the car from the airport to my apartment and then back to the airport, entirely without incident, and the "scratch" would certainly not have been my fault. After a heated discussion I had no choice but to agree to pay 80 euros for the repair. I was son upset and angry at being treated like this, I refused to take the car that I had already booked and paid for. I wanted nothing to do with a company that could treat me this way. I have since received my credit card statement and found that the charge for the upgrade has not been refunded. In addition to the £38.21 paid for the original hire car, I have a charge of £122.40 (upgrade for the week) and £69.94 (presumably for the damage I did not cause). In total the entire unfortunate experience has cost me £230.01 just to have the use of a car for less than 24 hours, and to travel only from Malaga airport to La Cala de Mijas and back. I feel that I am the victim of an elaborate scam and request an immediate refund of £192.34. I understand that I will lose the £38.21 originally paid as it was my decision to not take the car. I will be taking the matter up with my credit card company. Copies of all relevant documents are attached.
Ryanair booking ref: ES803811290
Gold Car Agreement: [protected]

On the 16th May we collected the car at the Gran Canaria- Las Palmas airport office on contract number [protected]. Our credit card was charged with 1100€ deposit plus another 103€ fuel fee (for a Volkswagen Polo 1.2 ... let´s be more realistic in how much a fuel tank costs!) We were handed the contract(still inside the airport terminal) and attached a check-in, check-out form that had 13 marked crosses indicating damage by the rental company. We were advised to check the damages and in case of there being more damage to the car to ask the staff report/add any more damage.

Once outside the terminal and ready to depart with the car, we checked the car and noticed 7 more damages that we not reported on the form handed to us inside the airport terminal. This checkout form was signed by the GoldCar staff member Dalia (please see attached form duly signed).

On the 20th May when we returned the car, the person that received the car didn't even check the car. We asked 3 times if it was necessary to check the car and/or sign anything and she replied "no, the car is ok". We showed the checkin/checkout form and she reconfirmed one last time before leaving assuming all was ok.

On the 22nd May we received an email from [protected]@goldcar.com
for a 200€ charge for damages to the car, that were not made under our responsibility and were damages the car already had. This damage was made prior to our rental and was reported on the checkout form and validated by GoldCar staff Dalia.

We request the urgent refund of this 200€ charge which is a fabricated damage by Goldcar.