GoldCar Rental
Reviews and Complaints

I rented a car with GoldCar through Booking.com and was surprised when collecting the car with many mandatory extra fees that I was coerced to pay or the attendant would not give me the car keys. I was forced to pay:

- €14 cargo oficina premium fee that was not previously mentioned anywhere.

- €59,71 cobertura super relax + €12,36 smart return + €11,57 mega relax cover fees that I was forced to buy even having the full insurance bought previously from Booking.com as can be seen in my reservation documents.

- €33,06 entrega fuera horario oficina that I was unfairly charged as I arrived before 11pm at the Goldcar counter as I can easily prove through the arrival time of my flight (public information available). The counter was full of people with only 3 people attending and the queue was huge, so it took me a lot of time to be attended although I had arrived at the counter way before 11pm (as I can prove).

Furthermore, I'd like to include the fact that I was forced to be alone at the counter, my wife could not join me as only the driver was authorized to be there and I don't speak Spanish, so I was attended by a person that spoke to me in another language and refused to give me the car keys without signing and paying for all these abusive charges that I couldn't even know what were about.

Contrato: [protected]

I want my money back from all these abusive charges.

Completely surprised about the agreement's final settlement : we have to pay for a "check-in Major Cleaning"?

Staines on the seat covers?

During the 13 days of rent, we only transported mineral water in bottles so we could not have made these staines.

See attached files: the car was already in a very poor shape prior to taking the car from the airport: the car was damaged on 20 (twenty!) parts! So clear that car renters before us were not too keen on handling the car as they should. Next to this, the car was not even cleaned or washed when we got it handed over at the airport : sand, dust and dirt were all over the car. Inside and outside.

We therefor do not agree with the cost for a major cleaning of the interior of the car.

I hired a small blue Citroen C1 from Gold car at short notice from Valencia airport a week ago. It had a number of marks and damage to the bodywork which I photographed.

I returned it this morning in exactly the same condition as I hired it. I have now received a report from them identifying marks on the bodywork.These marks Gold Car record on the car were all on the car when I hired it from them a week ago.

I have photographic proof which I took before I accepted the vehicle and I will produce this if necessary.

We left the car with full fuel May 15th. We have not received funds for fuel deposit yet. Left 4 month already. When can we will get money back? I already wrote you on Jule. Did not get any respond.

Please can you explain to me what has happened and refund my deposit for fuel. It has been longer than 14 days as I was advised by Goldcar.

Agreement [protected]

Customer code [protected]

Vehicle details number plate 3334LBJ

Rental start 10/05/2022 at malta international airport

Rental end 15/05/2022

I had a booking through DoYouSpain.com to pick up a car on 12/09/2022 at 23:30 but my flight was delayed and I came to rental at 00:30. Goldcar office was closed so I decided to wait until it is opened at 7:00 am on 13/09/2022.

When the office was opened at 07:00 Goldcar staff refused to provide me a car because I was late meanwhile terms and conditions say they wait for 6 hours.

Goldcar refused to refund car rental for 26 days as well as insurance. They insisted me to make another booking for double price because the price is changed dramatically.

Good Morning,

I would like to lodge a complaint with Goldcar. I made a booking through Do You Spain on 23 August 2022. I was quoted a total of 339.56 euros and advised that I would only need to make an additional payment on arrival at Almeria airport of 35.46 euros. However on arrival at Almeria on the 8th September 2022 I was advised that I needed to make an additional payment of 432.14 which I contested as this was not stated at the time of booking. At time of booking I took out the full protection insurance policy which at the and this was included in the price quoted ( 339.56) euros which I paid. This was explained to the Rep at Goldcar. In total I have paid 771.71 which is completely unacceptable and I would like to contest this. Alongside this I was given a car that is covered in scratches and dents and every time I drive the car it is stating that the tyre pressure needs to be readjusted which indicates to me that your cars are not checked by your staff at Goldcar making them unsafe to drive and not fit for purpose. I have contacted Goldcar and Do you Spain on day of arrival and 2 more times since then and have been advised 3 times that I would be sent documents to make a complaint, I am still awaiting these. I look forward to hearing from you.

I have rented car from Marseilles airport on 19 July and returned it on 23 July.

I have selected insurance plan with 300 euro deposit as well as fuel deposit of 138 euros.

I have returned car on 23 July without any issues and was informed by Goldcar team that i am granted a full refund of my deposit to be processed shortly.

Since then I am still waiting for deposit to be refunded. I have contacted customer service multiple times, provided all my account details, but after 1.5 moths have not received anything.

Every time i call customer service they are giving million of promises, non of them are fulfilled till now. They can't connect you with concerned person and every time asking to wait another 10 days. Worst customer service i have ever faced in rentals.

Please assist with refund of my deposit.

Contract number [protected]

Best Regards,

Sergey

I was charged for damage to the vehicle I hired that was existing and can prove this with photos I took before I drove the vehicle away from the hire location. I have attempted to make email contact and have been met with an unbelievably stupid set of responses, repeatedly asking me for information I have already sent. Regardless, I continued to submit the information requested but was met with the same outcome. I demand this is now elevated further. My complaint number was GFA 2959406 RA [protected] EV03 PB.

The person I have been dealing with is not up to the task. Please can you assign me someone who can work emails and attachments.

Hi Team,

I have made a reservation on your website, to be picked from PMI.

Reservation [protected]

Car was supposed to be picked up at 18:00, sadly my flight was delayed, I have contacted the Customer service meanwhile and they informed not to worry and I can pick it up but will have to pay 40€ as I will come after 23:01. I was OK with that hence its already mentioned in TC.

I arrived at 12:20 AM.

The person sitting there, refused to give me the car claiming that hence I did not come in 6 hours the booking is considered NO SHOW.

Nevertheless he will do me a favor and reactivate the booking, but I have to pay him 50€ for each day.

Which is 200€+40€!

I have asked him to show me where is a no show on TC mentioned the 6 Hours No show policy.

He started to get really angry and told me you go read it, it's not my job to tell you.

I have read all the TC and could not see any rules about specific hours.

The TC only mentions under section 10 - 01

Moreover, Goldcar shall not give refunds for prepaid

amounts if the client does not go to the hire office to pick up the vehicle.

I did show up and the guy tried to trick me to pay extra fees that was not written anywhere, saying that car I selected is no longer there and he has to also make me pay extra for the upgrade.

This is an absolute rip off!

All I am asking is to kindly refund me the money for my booking hence I was not able to pick up the car due to your employees not following the TC and trying to rip off people for no reason.

That's all I am asking for!

The refund for my booking for a total amount of € 61,51.

Regards,

Sara Farahat

I have booked a car online from "gold car" for 4 days and paid for it in advance.

Our flight got delayed and the 2nd flight got delayed as well, however I called the car rent to make sure they know I am coming but they refused to give any solution as I will arrive after 11pm and they said they are closed at 11pm.

I called again and they said okey just come after 11 but you have to pay 40€ extra as we will open for you, which I agreed as I don't have any other option.

I arrived at the airport and then I found the employees at Good car fighting with costumers already, however they asked me for extra 100€ as they gave my car to a different client which is not my problem.

I tried to negotiate and inform them that I already spoke to costumer service and no one mentioned this before, they told me go read the terms and conditions and when I asked where is it written they ignore me and no one solved the situation.

I left gold car office without a car and without my deposit and no solution, no one wants to talk or even explain.

The gold car employee said "we don't care, we are here to take money, u pay now or leave"

I hope I was able to tell what's goin on in this company.

To Whom this may Concern,

It is important for me to explain the background to my wife and I attempting to hire this car from Goldcar in Pisa, Italy. For eighteen months, through the covid epidemic we nursed my father in law suffering from terminal cancer and he lost his battle for life in the Spring of this year. We booked this holiday to help us both through the grieving process. My wife, normally very efficient and accurate, has become slightly discombobulated and slightly prone to bouts of confusion. This is evidenced by the facts that when she booked our flights she spelled her name incorrectly and that when she booked this car hire, she booked it from 11.00 on 18th August 2022 although our flight from Ibiza was scheduled to take off at 13.30 that day. Clearly she was confused when she made the booking and has made a mistake.

Our booking number was [protected] and we paid E350.24 for the vehicle.

Our flight was three hours delayed at Ibiza. When we arrived at Pisa Airport there was a further delay caused by the fact that the Gold car office was not in the Airport terminal as stated, but in offices 500 meters away. On discovering this we had a further wait of half an hour for the shuttle bus.

On arrival at the office, 7.00pm, we were met by "Rafaella" who told us that we were too late and could not have the car. she said the latest time that we could have had the car was 5.00pm. Obviously, she is not conversant with your own terms and conditions which I shall come to presently.

We tried to explain about the delayed flight but she remained unconcerned about our plight. She admitted that the vehicle that we had paid for was still parked in the car park. At our insistence RAFAELLA agreed to phone her manager, SYLVIA and after a short conversation in Italian the answer was a flat refusal. RAFAELLA then offered to rent us the same car we had already paid for if we paid for it again. Obviously, we refused.

I refer you now to your own Booking Terms and Conditions.

Number 2. Paragraph 5 states;

Goldcar on confirmation of the booking undertakes to make available to you the rental of the vehicle of the requested category starting in the time indicated in the booking until 4 hours starting from the pickup time mentioned in the booking BUT IN ANY CASE NO LATER THAT THE DAILY CLOSING TIME OF THE RENTAL STATION.

The rental station was open, the car was still available. Under that paragraph clearly, the vehicle we had paid for should have been supplied to us. A clear breach of you own T&Cs.

4C T&Cs states ; In case you cancel the reservation and you fail to collect the vehicle on the rental start date and time. Goldcar will reimburse you the prepaid amount minus a "No Show Fee" equal to the cost of 5 rental days at the rate applied to your booking.

Our rental was for 10 days. Under the above terms we were entitled to an immediate refund of half our fee. Your staff ought to have known this, particularly the manager. Why were we not refunded at least in part, there and then.

Finally, Number 5 T&Cs states; Force Majeure.

Neither party shall be liable for failure to perform their obligations under any kind of reservation in cases of Force Majeure. I believe the delayed flight constitutes A Force Majeure and therefore;

In these cases prepaid booking the transaction will be cancelled and Goldcar will refund the prepaid rental amount.

Regardless of all the above, I am disgusted by the lack of respect, empathy and compassion shown by your staff. The car was there readily available and we were forced to spend money we could ill afford to hire another vehicle from another company. The lack of money on holiday detracted greatly from what should have been a wonderful visit to Italy. We had to reduce the many plans we had, eat out less often and many trips were completely cancelled. It was all so unnecessary. Until this point we had always used Goldcar abroad as we believed that customers were important to you. Are they?

Dear Sir ? Madam

I am writing to you to raise an issue about Car Rentals.

The issue that I have experienced was; on collection of the vehicle we were charged a deposit of 253.81 euros to my credit card.

I agreed to return the car a day later than originally booked for the charge of 80.00 euros.

We returned the car as requested with a full tank of petrol.

I have never received my 253.51 euro refund. I have taken it up with Goldcar and so have my credit card made a dispute on my behalf. I have now been told to email Gold car customer services which I have done several times but I don't get any response.

My credit card have also emailed them but get no response.

It occurred on 22/10/2021

This meant that I am left 253.51 euros out of pocket. This has really annoyed me as we are Spanish home owners and have been loyal used Gold car for 18 years now.

This has been going on since October 21.

I would like Gold car to refund my deposit as I returned the car with a full tank of petrol as requested.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to [protected]@btinternet.com.

Yours faithfully

Lianne Lillis

Booking reference number DYS-[protected]

68 Taverners Road

Rainham

Gillingham Kent

ME8 9AN

When I collected a hire car on 22nd August at Palma airport I was asked to pay a deposit of 376.95 euros. I asked the attendant if this would be fully refunded on return of the car (assuming no damage and a full tank of petrol) and it was confirmed yes that was the case. I signed on the screen when inserting my credit card but I have only been refunded 137 Euros.

Upon examination of the documents that were printed with my signature (even though I had not seen the document beforehand!) I have been charged for an additional insurance which was not offered, explained or asked for - in fact i have no details as to what the insurance even is. I had already taken out additional insurance as part of my booking. I would therefore expect that the additional 239.95 euros be refunded immediately.

I picked up a car at malaga airport on the 21sy of July

Booking Reference Number: [protected], booked through Ryanair

I paid £300 euro deposit

I returned the car on the 6th August and was told that the deposit would be refunded onto my card.

I have only received £150 euros and no correspondence to advise why only half?

The car was returned in perfect condition with a full tank of petrol?

Please can someone contact me to rectify this.

[protected]@hotmail.co.uk

Rental DYS-[protected]

Spain Malaga airport

15/10/21 to 22/10/21

Ford focus 5 dr

Amount paid 183.58 euros

on collection of this vehicle a deposit of 253.51 euros was charged to my credit card.

I agreed to return the car a day late which would be 23-10-21 at the cost of around 80 euros.

We returned the car as requested with a full tank of petrol.

I have never had my 253.51 euros refunded. I have taken this up with Gold car and so have my credit card made a dispute on my behalf. I have been told to email customer services which I have done several times but I don't get any response.

My credit card have also contacted Gold car customer service by email but also can get no response.

Please help me get my deposit back.

We have booked a car with goldcar in Sicily between 6 and 10th july (contract number [protected]).

Meanwhile, we have been charged aprox. 400€ for a damage in the car that was already there when we picked it up. Had already sent several emails to goldcar with no answer therefore we make here our complaint.

The car hasn't been involved in any accident or incident during the contract period. The damage goldcar claims was already clearly visible in the car at the moment we received it and clearly marked in the check-out sketch Goldcar handed to us on 06/07/22 (doc 2).

Goldcar states that the damage is new but the truth is it didn't marked any new 'x' on the sketch they sent to justify their charge. Goldcar’s check-in (“doc3”) and check-out (“doc2”) documents report marks exactly the same 'X', proving that the damage we are accused of was already there when we picked up the car.

As explained, goldcar check-out sketch and check-in sketch show the same 10 'x' marks of damage, which we verified when picking up the car. We have looked into the sketch, have identified the area of the car with the damage and understood it was the one Goldcar mentioned in its sketch. Now goldcar says that the 'x' marked didn't applied to the damage they are charging, although it is in the same area!

More, the sketch Goldcar uses for identifying the damages is not an exact image of the car that was delivered to us. The sketch is a sedan car and the car we rented was a Fiat Panda. The boundaries between trunk door and rear bumper cannot be identified strictly as these are completely different types of vehicles. Therefore, when we saw an 'x' marked in the area we are

discussing (and I repeat this 'x' was already there in the check-out report), we assumed in good faith that the 'x' was marking the total damage in this area.

We again refute the accusation that we had caused new damages to the car and refuse to assume any cost related to it so ask that the charge that was wrongly taken from our credit card to be reverted.

To whom it may concern

I have been asked by Mr Niall Kerr, “The Hirer” to pursue his refunds in respect to the vehicle rental that was booked via your website on 17th June 2022. Mr Kerr returned the vehicle to Malaga Airport in perfect condition with a full tank of fuel, however he has been charged £1318.26 in respect of a damage deposit and also £194.66 in respect of a fuel deposit. These amounts were initially taken as deposits on the provision that the vehicle was returned undamaged and with a full fuel tank.

These charges have since been taken from Mr Kerr’s credit card by Gold Car.

Mr Kerr have photographic evidence that the vehicle was returned in the same state as it was given to him, and that the vehicle was returned with a full tank. These are available on request.

I respectfully request that you as the dealing agent review this matter and have these charges refunded to me as a matter of urgency.

Failure to resolve this matter successfully may result in a Civil Court Case.

Without Prejudice

Mr Matt Quinn

matt.[protected]@btinternet.com

On collection of car at Barcelona airport on 22/6/22 we were told we would have to take out extra insurance. We had already taken out insurance with the company we had booked through (DoYouSpain) but were told that would not cover us - that it was effectively a waste of money.

We were given a large amount of confusing information but agreed to a 100euro insurance cost along with a fuel charge that would be refunded to us once the car was returned with a full fuel tank. The total cost was 233euro.

The car was returned with a full fuel tank on 3/7/22.

After 3 weeks and no fuel refund I emailed DoYouSpain twice and have still no reply. I contacted GoldCar by phone today (30/7/22) as they have no customer service email address and have been told the full 233euro was insurance costs and would not be refunded. We signed the insurance form at the car rental desk but were told that was for 100euro.

The Goldcar customer service person I spoke to said he could do nothing. I asked could I raise a complaint as we had been actively lied to/misled but he said complaints can only be raised in person at the customer service desk in Barcelona which is not much good if you don't live in Spain.

The reference for this booking was DYS-[protected].

Goldcar team,

After trying to reach you by different means; emails, calls and even by post in Italy, and getting nowhere without answers, I see myself forced to contact the Escalation heads of your company. Below I am describing my case with all the necessary information.

On 16/04 I made the reservation #[protected] by paying with my debit card: https://www.intesasanpaolo.com/it/persone-e-famiglie/prodotti/carte/carte-di-debito/xme-card-plus.html

The reservation and payment went through successfully.

On 19/04 when I went to the counter, ready to pick up the already booked rented car, your operator in Palermo, Italy asked me for my credit card. I showed my card, and he said that I could not rent the car because the card was an ATM.

To no avail were my explanations and the evidence that the card says (DEBIT) as well as the description of the bank itself (see link above).

At this point the operator cancelled the booking and said to forward an e-mail to [protected]@goldcar.com and [protected]@goldcar.com for a refund request. However, my request was ignored, and sent further emails and there were no reply at all.

I would like to emphasize 2 elements:

- The cancellation of the booking was made by your operator, not by me;

- The terms and conditions applied by the Palermo branch as presented on your site at the link (https://www.goldcar.es/it/tc/#:~:text=If%20you%20rent%20a%20GPS%20device,on%20your%20credit%20card.) state:

"In particular, in Italy, the payment methods accepted by Goldcar are:

Credit card or VISA or MasterCard debit card.

I have been patient enough trying to get an answer and basically my money back.

I would hereby make another formal request for reimbursement of the sum of Euro 215.35, following a booking that was NOT successful at your branch at Palermo airport.

Please send the refund to

Federico Negro

IBAN: IT34C0306912499100000011102

Bank INTESA SAN PAOLO

Italy

I trust I have been sufficiently precise in providing you with the necessary elements.

Please give me a reply as soon as possible,

Kind regards,

Federico Negro

Hi i recently hired a car in France Nice Air[port via booking.com.

The car was a Fiat 500 Reg FY568RR, i picked the car up on the 31st May 2022 and drove to Cannes where i parked in a legitimate parking place, on the Friday evening while parked the car was hit by a drunk driver and was removed by the Municipal Police. as i didn't know what happened to to i asked my hotel receptionist to call the Police to find out, they were told three cars were hit and my one had minor damage to front wheel, i was told i could not go to Police station as i were not the owner, I tried calling Goldcar on the Saturday the 4th June and the answerphone said it was shut till the Monday so i called then to explain.

i was flying home on the Tuesday so it was pointless getting another car, on the Tuesday i went to airport and gave the keys back to your reception at airport and completed a form.

I incurred a few cab charges and didn't get the use of the car, I had full protection insurance but they wont pay out the charge you took of £1180.85. The insurance have been waiting for a reply from your office, can you chase up the reply so i can get my money back please, also could i get any refund for the loss of car hire and cab charges incurred.

Regards

Paul Hayes