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  • FIRST POST
    dseers335
    0 WOW
    Beware - Goldcar Car Rentals Spain
    • #1
    • 22nd Sep 10, 5:02 PM
    0 WOW
    Beware - Goldcar Car Rentals Spain 22nd Sep 10 at 5:02 PM
    I booked a trip to Alicante airport for myself and my girlfriend. We wanted to hire a rental car and ended up booking with a hire company called Goldcar.

    They seemed quite cheap and already have "all-inclusive" insurance included so it sounded good.

    I will make sure I never go near this company again.

    Firstly, when we arrived we had to queue for just over an hour before getting to the front of the desk. Being peak-season we weren't too suprised and, although inconvenient, we could bare this.

    When we reached the desk the rep was very abrupt and bordered of rudeness. This didn't really bother me (at the end of the day this guy was working and had a lot of holiday-makers to get through).

    When we had finished with the details the rep asked if I wanted "full CDW insurance" or just "basic" cover for tyres and glass. Now, as I have hired cars several times in the past I am fully aware of exclusions (tyres/glass/keys etc) and so replied that I did not require any extra insurance and my credit card covers for the tyre/glass etc charge - but did query the "full CDW insurance" he was offering. The man looked at me and said "if you are involved in a crash then we will need to charge you for all repairs". I told him that this was already included in the cost I had paid for the hire and highlighted the wording on my voucher which backed up my understanding. "it is not correct. if you have a crash you only have 3rd party and we will take a 5000.00EUR excess-deposit until the repairs are worked out" - using these words exactly. The rep was basically telling me I had zero cover whereas the paperwork I had and the website tells me I was all-inclusive.

    After several more minutes of this I agreed to take the extra cover so I could enjoy the rest of my holiday stress-free and had to pay up a further 60.00EUR.

    The rep just handed me an electronic paid to sign which had no indication of what I was paying for or agreeing to exactly. A few days later I inspected the contract to see that the total price and been converted to GBP with a 2% mark-up, the cost of fuel was priced at 82.00EUR and I was charged for some kind of diesel-upgrade on top without my consent (I had booked a petrol!).
    The vehicle itself had some problems but it is rare to be given a perfect rental car, especially in Spain, so this was OK.

    When I got home I sent an email to my broker ("Carjet") who confirmed my understanding of the insurance (all-inclusive except for the tyres/glass etc). They could not really disagree as I was going by the wording on their's/Goldcar's website.

    Carjet then contacted Goldcar with my complaint to get to the bottom of it. After a few weeks, Goldcar replied to say that their rates were all-inclusive except for a few minor items and they did not take any deposit in case of a crash. Goldcar said that I must have misunderstood due to the language barrier and the cover I had taken was only cover for punctures/loss of keys etc and their rates included in more just 3rd party.

    After a few more emails back and forth Goldcar closed the case stating "we can't refund when the client has signed the contract".
    This email probably makes me sound like newbie who doesn't read the small print but I really am not (it gives me something to do during the flight!). My partner also backs up entirely what I have said and encouraged my to write this.

    That's my review. Stay away from Goldcar if it can be helped. The salesmen at the desk will lie to you outright in order to make an extra few Euros commission.

    I have prebooked my next trip and Carjet were able to arrange the car hire through "Solmar" this time for the same price.
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    • EssexExile
    • By EssexExile 22nd Oct 18, 7:21 PM
    • 3,609 Posts
    • 2,624 Thanks
    EssexExile
    If you've cancelled your credit card will they be able to give you a refund ?
    Originally posted by nickcc
    And cancelling the card won't prevent them taking more.
    Tall, dark & handsome. Well two out of three ain't bad.
    • deeleys
    • By deeleys 22nd Oct 18, 7:35 PM
    • 9 Posts
    • 0 Thanks
    deeleys
    The card has been cancelled and another one issued. They said if I don't hear from Gold car in the next few days I can dispute the 119 pounds (just realised the deposit was 131 euros plus 3.47 transaction fee). The invoice I got this morning said I had paid a 113 euros deposit with a 58 euro penalty for not leaving the car full and that they will refund me 54 euros in the next few days.

    The card company said they are 99% sure (but couldn't 100% guarantee) that Gold car couldn't take any more money out. I am hoping that I at least get the 54 euros back and they don't take any more for made up damages to the car.

    I cant believe they scammed me. I am usually so on the ball with these things and I used to work for two car hire companies in Cyprus many years ago, so should have known what was going on. They just prey on you being vulnerable and trusting.
    • deeleys
    • By deeleys 31st Oct 18, 2:55 PM
    • 9 Posts
    • 0 Thanks
    deeleys
    Update; Goldcar customer service got back to me and said that they had reviewed the diesel and they were going to refund me the full diesel deposit.
    They had already refunded me 46 out of the 119 deposit as per their dodgy invoice/penalty charge and they refunded me another 49.50, so I got most of the money back. Luckily they hadn't taken anything out for any bogus care damages. Using Goldcar was stressful and time consuming and I had to put a stop on my credit card, so I won't be using them again.
    • hullmick
    • By hullmick 21st Dec 18, 8:29 AM
    • 1 Posts
    • 0 Thanks
    hullmick
    beware in santander
    Third time we've hired GoldCar at Santander but this year got scammed in August with the 'door scratch' charge because we wouldn't take their Insurance out. Euro 200, and then a E50 charge on top of it. When booking car out, we carefully checked all and had to go back to desk and have their inspection papers re-done. when returning car, same person, same thorough check, signed off as no problems but wouldn't process paperwork to give us ('copy machine problem'). Even drove us to the terminal and wished us a good flight. then next day an email with 'no reply' address, saying damage to passenger door and being charged. This wasn't the case, we had photos, customer services unhelpful (daughter speaks Spanish, so she argued for us) and they couldn't supply repair invoice to show work was done. For all we know, the driver scratched it on way back to depot... Last time we use them, and also cancelled a hire in Crete with them...even though probably an unrelated ownership.
    • ffs
    • By ffs 23rd Dec 18, 8:46 AM
    • 277 Posts
    • 45 Thanks
    ffs
    I'm assuming Goldcar is a franchise, so this would probably account for the variety of practices used at different branches

    It would be really good to hear from any past or present employees about the incentive schemes that are presumably in place in some branches which ensure that some employees actions are so dishonest

    Ultimately I expect this is due to branch managers encouraging or even requiring such behaviour
    • ic
    • By ic 25th Dec 18, 4:24 PM
    • 2,644 Posts
    • 1,348 Thanks
    ic
    Frustratingly I've joined this role call.

    I rented a car with Interrent at Gran Canaria airport. I was told the car had one mark, but if there was anything else just take photos. The car had damage all over - so I grabbed a Goldcar rep in the car park, and he willingly took photos on his tablet and took my email address and booking ref. I could see it was all part of their software. I also took my own photos.

    On returning home, I've found they've charged me the 750 euro excess. They've told me to email, which I have - describing the circumstances and linking the photos. I've set a deadline of 14 working days for a response, buy which point I'll raise a dispute with my credit card company.

    I do hold excess insurance, however to raise a claim would be fraudulant, as I never had an accident. I guess its the same level of fraud with Goldcar trying to claim the car was largely perfect, and also losing the proof I gave them on the day...

    I hadn't realised Interrent were the same company - so be warned!
    * my posts are made in good faith and only represent my own opinion, experience or understanding of a situation.
    • F0xtrot
    • By F0xtrot 9th Mar 19, 4:15 PM
    • 9 Posts
    • 1 Thanks
    F0xtrot
    I have just booked with carjet and I have a voucher for gold car. I don't travel to Crete until July and now I am desperately trying to cancel....carjet say i can't. I have requested a chargeback via my bank but I don't rate my chances. I am now looking at damage limitation - if I take their insurance at the airport, will they still scam you do you reckon? 320 in so far. I have heard real horror stories if you don't pay...but what if you do? I just don't want this scum ruining my summer holiday.
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