GoldCar Rental review: Car hire lanzarote case number [protected]

I emailed you last week asking you to escalate my complaint to a senior manager within your organisation and wonder if this has been done yet and if any progress has been made

My query is a straight forward one I was told by your agent at the airport (Benjamin) I could not take the car using my credit card as security because my rental was for more than 21 days or if I didn’t have your insurance I couldn’t have a car you have already clarified this is not true

It’s a simple enquiry but one no one at Goldcar seems to grasp why was I charged over £300 take your insurance when I had my own cover and as an aside prior to my trip could have taken the same cover for 124 euro begging the question if I did want your insurance why would I pay more

I’d be grateful if you would provide me with a full explanation that you have progressed the matter upwards and to clarify the matter with Benjamin at the airport who is clearly aware of the discussion that took place

Graham Harrison

Sent from my iPhone

On 5 Oct 2023, at 13:37, Graham Harrison wrote:

Thank you for clarifying this, I was not given the option I was clearly told that my rental was more than 21 days and I had to take your insurance. If you read my previous correspondence to you you will see and hopefully understand what happened

Clearly I was duped into taking your insurance I had my card in the reader to pay the deposit of 1100 e and at this stage I was given one option pay our insurance or you don’t get a car

I can’t be more clear or specific about the events and I want you to pass my grievance on to a senior manager to review

Thank you

Graham Harrison

Sent from my iPhone

On 5 Oct 2023, at 12:15, Email-Goldcar-ES-BR-Info wrote:



Dear Graham Harrison,

Thank you for contacting Goldcar.

Regardless of the rental period, the client can choose whichever option suit them better.

If you need additional information, please contact us.

Kind regards

Bruno

Goldcar | Customer Service Department

goldcar.com

Please use the "REPLY" function to answer to this email

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--------------- Original Message ---------------

From: Graham Harrison [[protected]@icloud.com]

Sent: 5/10/2023 12:56

To: [protected]@goldcar.com

Subject: Re: [EXT] Car Hire 27th September 23 Lanzarote Airport - Case #[protected]

CAUTION: The sender of this email is from outside of the organization.

Do not click links or open attachments unless you recognize the sender and know the content is safe.

Thank you for response and explanation however your representative would not let me leave a 1100 euro deposit and explained the booking was for more than 21days I could not have the car unless I took out your insurance.

It would be difficult to add any further damage to the car I was given it has multiple scapes and scratches but it is efficient for our needs,

You still have not explained why I could not leave a deposit as I have done on numerous occasions it was a “take it or leave it” situation.

I understand nothing will result from my complaint and not using either Goldcar or Do You Spain will do nothing to hinder your profits but I was forced into a situation by your representative ie “ you take out our insurance or you don’t take the car”

Where in your terms and conditions does it state I can’t pay a deposit when hiring a car for more than 21days?

I had already presented my card for the 1100e deposit when your agent informed me “no sorry your rental is for more than 21days you HAVE to take our insurance “ He was called Benjamin very pleasant but quite insistent that this was the only way to take the car.

I’d be grateful if you would relook at my original complaint and give me an explanation as to why I could not leave a credit card deposit your response implies I didn’t want to and this was clearly not the case

I’ll wait you’re response with interest

Graham Harrison

Sent from my iPhone

On 5 Oct 2023, at 11:27, Email-Goldcar-ES-BR-Info wrote:

?

Dear Graham Harrison,

Thank you for contacting us regarding your current rental experience.

Customers booking through an intermediary website, as is the case for this booking, may be offered the possibility to take out additional damage cover or insurance offered by the intermediary website during the booking process. However, it should be clarified that this does not mean that customers are covered directly by Goldcar.

At the time of collection, every customer must choose one of the two options set out in our terms and conditions regardless of whether they have taken out additional cover with a third party or not. The first option is to leave an excess deposit for damage and theft of a minimum of 1.100 € (the amount varies depending on the location and type of car booked) and any further damage occurring during the rental period will be charged from this excess deposit at the end of the rental period. the contract.

Customers who have taken out additional cover with a third party or during the booking process on the intermediary's website and who choose the excess deposit option would also have to pay for any new damage and then send the documentation to their insurer for a refund.

After reviewing the details of your contract I have seen that you have taken out the Super Relax cover. When you took out our cover you did not have to leave any excess deposit and Goldcar directly covers you for any damage during the hire period and therefore the charge is non-refundable. I am sorry if you feel that the conditions were not made clear during the booking or collection process. We will continue to work closely with our intermediary partners and our offices to ensure that the options are clearly explained at all stages of the customer journey.

Kind regards

Bruno

Goldcar | Customer Service Department

goldcar.com

Please use the "REPLY" function to answer to this email

ref:_00D58L9nB._5001i1EzJoL:ref

--------------- Original Message ---------------

From: Graham Harrison [[protected]@icloud.com]

Sent: 29/09/2023 12:28

To: [protected]@goldcar.com

Subject: [EXT] Car Hire 27th September 23 Lanzarote Airport

CAUTION: The sender of this email is from outside of the organization.

Do not click links or open attachments unless you recognize the sender and know the content is safe.

Good morning,

We booked a car for 28days for our stay in Lanzarote through the agent Do You Spain, however when we collected the car we were told we couldn’t hold a fee on our credit card of 1100 euros as our booking was for more than 21 days.

The only way we could take the car was to take out your insurance ( I had my own ) at a cost of 393.85 euros, but to make us feel better upgraded us from Fiat Panda to a Renault Meganne which has more damage than paint!

What was an excellent price for the car turned out to be more than double at the desk, I have read the terms and conditions and I can’t see where it states you can’t secure a vehicle for a rental of more than 21 days and hold a credit card deposit.

I have looked at Do You Spains terms and conditions and again there is no mention of the 21 day limit.

I have written to them and would welcome your comments regarding this issue, I have rented over ten cars from yourselves and feel hard done to by the whole experience

Kind regards

Graham Harrison

My DYS booking ref is DYS-[protected]

Goldcar Ref [protected]

Sent from my iPad

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