GoldCar Rental
Reviews and Complaints

I would like to file an official complaint against the company. We booked a car though Do You Spain and pre-paid for a car (Booking Ref: DYS-[protected] ) with platinum insurance offered through Do You Spain.

On arrival at the Fuerteventura Airport, we were told that they did not accept any other form of insurance and charged us an additional 430 euros. They also downgraded the car we paid for to a fiat 500.

The total cost was just under 1000 euros for a two weeks hire, double what we originally paid.

Dear Sir / Madam,

I am writing to you to raise an issue about: Goldcar Car rentals - Majorca Airport

Booking reference number [protected]
Contract number [protected]

The issue that I have experienced was: Booked car and paid upfront £97.47 on 9th September.
Took out annual independent excess waiver policy with Insurance 4 car hire on 25/9/21(see attached policy document).
Collected car from Majorca airport on 26/9/21 for 7 days.
Desk agent did not ask any questions regarding the addition of extras.
He asked me to pay 346.31 Euros and said that that this included the deposit and fuel deposit. Return like for like, full. He never mentioned the word insurance once!
I paid and he asked me to sign in a box on a digital pad for the car. I was not given the chance to see the contract before signature and assumed all of the money paid would be returned if I returned the car damage free and full of fuel.
The paper contract was handed over inside a gold car folder.
I returned car on 3rd October and quickly received an email from goldcar confirming no damage by me to the car.
On the 5th October, I received a refund credit of the equivalent of 119 Euros. I did not understand why I did not receive the full 346.31 Euros refund and upon examination of my contract, found i had deceptively been charged 227.31 Euros for 3 extras (mostly Super Relax and Mega Relax cover). See attached photo.
I have tried to contact Goldcar several times today to complain but thus far been unsuccessful.

It occurred on: 2021-09-26

This meant that I have been deceived by the desk agent.
If asked, I would have course declined the extra insurances as I had my own independent policy.
I have been cheated out of 227.31 Euros

I would like Goldcar to refund me the 227.31 Euros.

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 this email address.

Yours faithfully,

Ian Dance

Booking reference number [protected]
Contract number [protected]

42 Priestfields,
Rochester Kent
ME1 3AE

We booked a car through your Website on the 8.8.2021 (Reservation [protected]) including „cobertura y seguro" and were charged through Goldcar the amount of EUR 66, 85, -

The day we collected the car we were not informed about additional charges and I signed once that I recieved the car without scratches. Now additionally you charged us EUR 170, 95, - at the day of arrival and transfer 68, - EUR back on the day of return.

Goldcar sent me two pages with the same signature which confirms that you have just one signature for two different procedures. One for the additional security and one that the car is without any scratches. I never signed any additional inscurance with you. It seams that your company used my signing just for an additioinal contract. Please explain this!

I rented a car between 03/07/2021 and 12/07/2021 with Goldcar/Rhodium. The original amount quoted was 798, 22€, the final amount charged was 1222, 38€. When I made the reservation, I had entered the exact details of the rental (pick up in Barcelona, return in Toulouse) and had even contacted their customer service team to confirm that the quote indeed captured any additional charges for cross-country car rental. Despite multiple requests for a detailed invoice breakdown to understand what I have been charged for, I have only received the attached invoice containing two positions. I have contacted both Goldcar and Rhodium customer service multiple times with a request for resolution - Goldcar only kept on sharing the same invoice missing any kind of detail, Rhodium kept on kicking me out of their customer service chat whenever they found out that I contacted them with regards to this specific enquiry.

I think it is my right as a customer to know what I have paid for, particularly when the discrepancy between initial quote and final invoice is over 400€.

I have paid for a hire car. On collection at Alicante airport I was told my old valid uk driving licence was not acceptable. They would not refund me my money not give me the car. I have spoken to gold car head office who told me my valid licence is valid. They told me if I book again and pay again they will refund me my original payment. This is outrageous and scandalous. I intend to pursue this. I am on holiday until 9th October without a car. The car hire cost has since increased considerably. My booking reference [protected].

The rental itself was OK, however 45 days later I still have not received my car deposit back (over 1200 Euro). There has been no damage to the car, only the company has not paid me back. After 30 days I contacted them and was told they needed my IBAN for the refund (although when returning the car I had made sure it would be done directly to the card used for payment, which they confirmed), 15 days later still nothing and they keep telling me that a payment can take up to 15 days to appear on my account (but 15 days have already passed!). I have opened 3 "incidencias" so far on their website: the first time they asked for the IBAN to make the payment and closed the incident. A week later they would not get back to me with more info, so I opened a new one and was told it would take up to another 15 days to get the money back (but 15 days had already passed since they had received my IBAN) and they closed the incident again. Now, I am waiting for the next excuse after opening the third incident.

As stated in my contract 150 kms per day were include, for the 7 day rental period 1.050 kms. Goldcar sends me an invoice for an Excess Kms/Mileage: 1653 @ € 0, 15, the total € 247, 95.

Though I did not take a picture of the starting and ending km numbers on the odometer, I did not drive 1.050+1.653 = 2.703 kms during the rental period.
After checking the route driven on google maps, the total is around 700 km,
Even with inaccuracies in google maps, and some unaccounted for short trips, a margin of 300 km (40%) of the total would still be under the allowance of 1.050 km, let alone 300+1.653 km extra.

It's the last time I will use this company. Billed us more than 500 euros to change the entire windshield for a minimum risk below that even according to an employee can be solved with a resin for 50 euros! They took the money directly from the card without even sending an invoice from the company that will do it or any justification. I don't recommend this company at all!

We booked a vehicle from goldcar in bari airport, with nothing left to pay on arrival. When we arrived at the office to pick up the car, the operator asked if we wanted to purchase an additional insurance (280 euros to sum to the paid 320) while playing some psychological tricks to convince us. I asked him for some minutes to have a confab with my partner about whether take or not this insurance. We came back after 15 minutes to proceed with the car pick up the operator said he cancelled our reservation. He was extremely rude and refused to talk to us and explain why he did this, acting literally like a child. It made us extremely frustrated to see such rude and unprofessional behaviour! Goldcar robbed us 320 euros, we had to find another car last minute which was extremely expensive and the whole situation made us lose so much time, money and energy ruining the start of our holiday!

1. The lady at the front desk at Palma airport spoke so rapidly I failed to understand what she was saying BUT she never asked if I wished to purchase CDW.
2. I have my own policy with insure4carhire and had absolutely no need to this from the company.
3. I did not notice this charge until I saw my bank statements and realised that it was far too much, even for a car hire company, to charge as a deposit for petrol which the lady had explained to me.
4. I took this up with at Palma airport upon return of car but was told I would have to contact head office. He confirmed to me that the lady who charged me for the CDW cover is on commission for all such policies sold? I tried to use the website to contact the Spanish headquarters but it failed to recognise the contract and client details on contract and would not let me progress.
5. I pointed out a very small scratch to the guy checking the car at Palma and he assured me there was nothing to pay because I had CDW cover. I insisted on being taken to the office and they told me that the 90 euro cost would be deducted from the premium refund and I would be given an invoice for that cost.
6. The car checker took a picture of the scratch and also of the number plate (his words not mine) but took no other photos.
7. He presented me with a machine to sign and assured me that the tank was full and there was one point of damage but I could not see any diagram of the car.
8. They emailed me a final contract agreement showing nothing owed BUT it shows another 10 incidents with the car's body work which were not visible to me or my wife when we inspected the car and took a photograph of the small scratch.
9. I do object to the petrol deposit being deducted from my card rather than the amount being blocked (as with hotels and all other car hire companies I have dealt with, as I have had to pay out "Non Sterling transaction fee" when charged.

Hi Dear,

Car hired on [protected] at Gold Car Faro Airpory, deposit paid and not yet refunded, it was supposed to be refunded in 10 days after hired car was returned. When will my deposit be refunded to my card as customer service apparently cannot deal with the issue and there are no departments that deal with it.

Cleber Coelho

I made a reservation online on 8th July. The first attempt failed, as the Goldcar website informed me. So I completed the reservation again, this time was successful. One booking showed in my Goldcar account under reference [protected] . However, a few days later I now have 2 transactions completed on my credit card.
Please issue a refund for the duplicate transaction.

David Hutchinson
To:
info

Tue, 22 Jun at 20:59

Hello,

We are extremely concerned that our previous emails appear to be being ignored and our refund has yet to be received.

We would appreciate you giving this your most urgent attention and responding to this email by the end of this week with details of when we can expect to receive the payment into our bank account.

Can you also forward to us the contact details of your complaints department and your ombudsman as we would like to make a formal complaint should we not receive the refund within the next few days.

Regards,

David

On Wednesday, 16 June 2021, 10:18:43 BST, David Hutchinson wrote:

Good morning,

I believe it is 15 working days since your email but I do not appear to have received the refund yet into my account?

Regards,

David

On Thursday, 27 May 2021, 14:29:34 BST, info wrote:

Dear Customer,
We thank you for contacting Goldcar.

We have sent the details to our accounts department so the amount can be refunded, remember international transactions can be available up to 10-15 working days.

Regards,

Lucia.
De: David Hutchinson
Enviado: miércoles, 26 de mayo de 2021 22:09
Para: info
Asunto: Re: COVID197ZZP2252796 gfa 2691731 db

Good evening,

Please could you respond to this email and let us know when you will be paying the refund into our account.

Please could you also confirm where we can make a complaint about the process.

Thank you,

David Hutchinson

On Friday, 21 May 2021, 10:40:15 BST, David Hutchinson wrote:

Good morning,

please can you advise when we will be receiving the refund?

Thank you,

David Hutchinson

On Sunday, 9 May 2021, 19:05:58 BST, David Hutchinson wrote:

Dear Diego,

Please find attached details for the refund.

The document is password protected which we will send you under a separate email.

Thank you,

David Hutchinson

On Sunday, 9 May 2021, 12:07:18 BST, info wrote:

Dear customer:

Thank you for contacting Goldcar.

In order to request a refund, we need you to send us your bank information for international transactions including (IBAN) and BIC/SWIFT code

Please, send us all the information so we can process the refund.

I sincerely apologize for the inconvenience.

Regards,

Diego.

From: David Hutchinson
Sent: viernes, 7 de mayo de 2021 13:58
To: Covid19-Goldcar
Cc: info
Subject: COVID197ZZP2252796

Good afternoon,

We would like to request a full refund of 294.57 relating to voucher number COVID197ZZP2252796

Thank you,

David Hutchinson

I'm referring to contrato [protected] from interrent(goldcar) where I ordered a B2 sized car but got a R sized car. On the booking trough a third company there was a distinct difference in price trough the both available options. I picked the bigger car out of necessity and was willing to pay a bit extra. It was a full option fully insured car. The deposit for fuel was 102 EUR. But I only got 76 back after returning the car.

I made a payment of 200$ and talk to a representative when paying and she replied ok for you im putting you down to next Friday with the rest of your payment so why want my car crank
I'm just wondering why because I been paying all the time even though I've been late a few times but I make sure I pay yall

i booked a car under booking reference [protected]

and as i work for a airline and i was on standby ticket, and due to the corona virus flight are not running as they should be, i was late in arriving to pick up the car, they said the booking is cancelled after 5 hours, but on there website it says that if the driver does not arrive to pick the vehicle up, it does not state the time, i was unable to contact them so when i did eventuLLY Arrive at tenerife airport they said the booking had been cancelled and they would not refund the money which i had paid for 23 days car hire, also the contract in a contarcition in its self as it states its non canceable at the beginning and further down it has box ticked that it is cancelable .i asked at the desk for a refund and was rudely spoken to by a woman who would not give me her name but wore dark rimmed glasses and had blond hair, told me no refund read the terms and conditions and cant you see we are closing now and turned her back on me and mumbled something in spanish and laughed .
the cancelation policy
Cancellation conditions for prepaid reservations through the Goldcar website:

Cancellation is free of charge up to 24 hours before the pick-up time. For cancellations made later than this, a cancellation fee of 20 euros will be charged. unless you have contracted a non-refundable rate. The total prepaid amount shall be refunded to the same credit or debit card as the one used for the initial payment. Refunds shall not be given for prepaid amounts if the reservation is canceled less than one hour before the scheduled pick up time of the rental car or after it. Moreover, Goldcar shall not give refunds for prepaid amounts if the client does not go to the hire office to pick up the vehicle.

To obtain the refund of prepaid amount, the customer must access the 'My Bookings' section of the Goldcar website and proceed to cancel the corresponding reservation. At the final step of the cancellation process, the customer will be redirected to the Goldcar payment gateway, where they can verify that the refund has been successfully made.

Non-refundable prepaid bookings may not be cancelled or modified (such as the«Crazy » rate or any other rate under another trade name identified as such). Even in the event of cancellation, the prepaid amount (taxes, fees or other charges included) shall be kept by Goldcar as compensation.

8.4 In case the customer purchases the Supplementary Cover "Relax", the franchise is 0€ for all damages caused to the vehicle bodywork. In addition, there will be a reduction of the guarantee deposit - to be deposited by the customer - to 300 EUR. And under this complementary "Relax" coverage, the costs associated with the of loss of income due to immobilization the vehicle - contained in clause 6.2 of the General Terms and Conditions - will be cancelled in the event of an accident.

In January 2020 I hired a Goldcar vehicle via Ryanair for collection and return at Toulouse Airport on 24 to 30 March 2020. The booking reference was [protected] and I paid £60.88. Ryanair cancelled my flight because of Covid restrictions and later told me that £60.88 had been refunded onto my Amex card. That refund never arrived. I contacted Ryanair, who initially told me (on 16 Oct 2020) that the refund HAD been processed on 23 March 2020, but asked me to send them proof if I believed otherwise.

I sent Ryanair copies of my Amex statements covering the period of, and either side of, the supposed refund. The statements clearly show no refund of £60.88.

Having chased Ryanair between October 2020 and March 2021 for this refund, Ryanair now tell me that I must claim the refund directly from Goldcar Rental. Without anything other than a booking reference, the Goldcar website makes it almost impossible to re-claim this refund.

We hired a car for a day at the Goldcar desk in Fuerteventura airport.
We took pictures of the vehicle before driving off and the day after we returned the car clean and without any damage.
A Goldcar employee checked the car on arrival, told us that everything was ok and we left the country.
The following week, after realizing that the deposit money were not being released, we called the desk at the airport. They told us that there was a £200 damage on the car and because of this they were keeping the security deposit.
No attempt was previously made by the company to contact us about the "damage" that we supposedly caused, and no further explanations were given about the reasons of keeping the entire security deposit (£1200 circa).
There is a whole lot of people out there that are being scammed by the company in a similar fashion. Bad reviews all over the internet and incredibly a facebook page named "Goldcar scam victims".
It is simply unbelievable how this company is still able to operate a car hire desk at Fuerteventura airport (or all the airports for the matter!) after so many customers from many different nationalities are having their money illegitimately taken by them.
We tried to contact the desk over and over again, but our requests for explanations were abruptly cut short and last time they hung up on us.
We opened a dispute through the credit card company and we are also in the process of contacting the local authorities at Puerto Rosario and at the airport itself.
Avoid the company at all costs and if you are a victim yourself please endeavor to report this scam to the authorities.

I paid Goldcar £39.95 on 5th April 2020 to rent a car from Ibiza.
When I arrived to collect my car Goldcar refused to give me the car, even though I had a contract with Goldcar. I booked and paid for a car and Goldcar refused to honour that contract.
I was then stranded with my child, in Lockdown. I was very unhappy with the uncaring attitude of the Goldcar staff as they refused to help me and my child.
I asked for a refund and was verbally told that I would be refunded.
I have waited a few months because I understand there are delays because of Covid but I cannot see any refunds from Goldcar.

I would like a refund for the service Goldcar refused to provide.

If there is no refund I will dispute the payment with my credit card company.

Please refund me £39.95 as soon as possible.

Sincerely
Theresa Gallagher

I hired a car in September 2020 and on return the car was inspected and signed off as perfect. I subsequently discovered that a 20% surcharge had been placed against my credit card for "cleaning". The company will not provide substantive evidence and will not respond to my emails, tweets, facebook contact.
I have now read many online reviews and this seems to be a tactic that Goldcar (also operating as Interrent) uses regularly. It appears that they hope customers will give up and stop chasing. Of course, I want a refund however I also want this company to be exposed for shameful and dishonest practices