Goldcar

3.00 stars

81 Reviews

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SAVE ON YOUR INSURANCE

Charles's complaint against Goldcar

Charles Coleman

13/09/2017

[RESPONDED] Charged for Insurance Excess via credit card after stating I didn't require it

Complaint against Goldcar

Arranged and paid for car hire with Goldcar through Holiday Autos. Upon collection on 23rd May 2017 at the Goldcar desk in Lisbon Airport I was asked if I required their Excess Insurance I said I did not as I have my own insurance through insurance4carhire and showed them my policy. I was told to sign the paperwork to release the car and to agree to their fuel policy if the car wasn't returned full of fuel I would be charged for this. The contract was all in Portuguese so my trust was in the representative at the desk. At the end of the rental the car was returned full of fuel (I have the receipt). When I received by credit card statement I had been charged £243.73 without my consent. I have emailed Holiday Autos who have stated they cannot help as the contract was with Goldcar. I have tried to phone Goldcar with no success and I had an initial reply from Goldcar to my email dated 9th August 2017 stating an 'assigned file number of 1337788' and that my query had been received but nothing since. Please help!

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Goldcar has responded

  • Comments (6)

Victoria Rumside | | VERIFIED

Hi Charles, I'm afraid there might have been some kind of misunderstanding. If the customer chooses to leave the deposit the final charge is 1100€+ and it appears in the breakdown of costs on the contract. There might have been issues with the card when trying to block the deposit. Remember you can always reply to the email from our customer services advisor. Thank you. Regards, Victoria R

Charles Coleman | | VERIFIED

Hello, I do not understand your reply! My Contrato Number is 11705343, I can scan and send a copy if necessary. Your reply does not explain why I have been charged €270,13 (£243.73) on my credit card. please explain what this charge is for. I did not receive any reply from your customer services following my email dated 9.8.17.

Charles Coleman | | VERIFIED

I would appreciate a reply and the refund of £243.73 to my credit card. I did not ask for Excess Insurance or give my consent for the above charge - I have my own insurance which I have had for many years so I would not have agreed to this. Please refund and reply !!! Mr C Coleman

Victoria Rumside | | VERIFIED

Hi Charles, We can see that our customer service department has replied to all your questions. The contract you have includes the Super Relax coverage. Also, the agent did confirm that it was explained to you that you'd need a cover if you did not want to leave a high deposit. Thank you Regards, Victoria R Goldcar Representative

Charles Coleman | | VERIFIED

Your CS dept has not answered any of my questions satisfactorily! I have my own excess insurance through a 'reputable' company, the 'agent' made the 'mistake' NOT myself, I did not want or agree to ANY excess. You have 7 days to refund £243.73 or I will take the matter further. C Coleman

Victoria Rumside | | VERIFIED

Hi Charles, Please understand that our Super Relax cover is a non-refundable service as you have been covered during your rental period and also it is a service that you have used and therefor we can't refund this service. Thank you Regards, Victoria R Goldcar Representative
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