GoldCar Rental review: False additional charges

I would like to lodge a formal complaint regarding the treatment I received and the charges I incurred at Palma de Mallorca airport on 16th June '24.

The four charges I would like to dispute are: Upgrade, Cobertura Super Relax, Smart Return and Mega Relax Cover.

I arrived at the desk expecting to be offered additional extras and ready to decline as I did not need anything additional to what I had reserved. I told the lady at the desk that I want exactly what I have ordered online, nothing more. However, I wasn't asked or offered anything. The additional charges were added to my bill without my consent. When I queried the bill, I was told that all charges were obligatory but that was a lie. I had read the terms and conditions on the website ahead of arrival so I knew I was right, but I was unable to collect my car without paying these fees.

Insurance

In my booking I had 3rd party cover. I knew that I needed to bring a credit card with sufficient allowance on it for a security deposit to be taken. I had also taken out my own excess cover insurance. I did not want nor need any upgraded cover and I made this clear to the lady at the desk but she told me that it was obligatory. The terms and conditions clearly say that this is optional. I also don't understand why I was charged for both Super Relax and Mega Relax.

Smart Return

This was not mentioned at all at the desk. I had booked with a 'full to full' fuel policy (as per the terms of my booking) and I was told to return the car full with gasolina 95. I have now read further into what smart return is and I am sure that this was not outlined to me and was falsely sold.

Upgrade

I hadn't asked for any upgrade but I was told, 'Because you are English, you need an automatic car'. I have never before driven an automatic car which is exactly why I did NOT want this, but I was given this anyway despite initially saying that I didn't want anything extra and then challenging this twice more after seeing the receipt. Again, I was not able to proceed without accepting the upgrade.

These four additional charges then all contributed to the increased 'Cargo Oficina Premium' which I understand is 12% of your bill.

I was expecting to pay €19,62 but instead had to pay €205,44 (+ deposit). Having now had time to thoroughly read the terms and conditions and understand my bill, I would like to be refunded for the extras that I was falsely charged.

I was told by Customer Services that because I had signed the contract, there was nothing more that they could do. But I was left in an impossible position where if I hadn't signed, I wouldn't have had transport to get to my hotel. I have read the Code of Best Practice and my experience certainly does not meet the outlined standard