Goldcar

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Steven's complaint against Goldcar

Steven Putt

12/09/2017

[LAPSED] Excess charges

Complaint against Goldcar

Hired a car from Majorca airport via Argus Carhire which was paid in full. We already had our own annual excess insurance so we were not expecting any further charges. Wrong!!!! We arrived late, having an issue with a lost case at the airport, tired, hot and we were then bullied into taking out Goldcar insurance or pay an extra 1100 euros on our credit card which wouldn't be refunded for 30 days after our return!!!! The assistant advised that we would lose the deposit if any scratch was found over 5 cms long!!! When we asked if there was someone who could check the car over and give a car plan where any existing scratches or defects would be marked and signed for when we collected it, we were advised that there was non-one as it was so late!!! Her words " it is at your own risk"!!!! We had no alternative at that time but to take the extra insurance and pay the extra costs as we would have no doubt been liable for any scratches - of which there were several on picking up the car!!!! There was no-one there to speak to regarding the matter or to check the fuel levels so we had to spend the next half an hour photographing the car and it's existing numerous dents and scratches!!! We also understood that we had a full fuel policy so did not agree to a further 123.93 euros PLUS TAX being taken but we were advised that we could not take the car without it being charged but that all monies would be FULLY refunded if fuel was full!!! A total of 276.95 euros charged to my card. On checking my bank statement today, I find that only 113 euros has been credited back and not 123.93 euros plus 21% IVA tax!!! I also dispute the £263.13 debit in the first place!!! Please advise asap before the matter is escalated to a higher level.

  • supporters 0

Lapsed. Steven has not responded in 90 days

  • Comments (4)

Victoria Rumside | | VERIFIED

Hi Steven, The agent explained the options correctly. This should have also been explained during the booking process and on your voucher. Also, if there is no one to check the car, customers can do it by themselves and then ask the agent at the office to sign the damage form again. Hope this clarifies things. Thank you. Regards, Victoria R Goldcar Representative

Steven Putt | | VERIFIED

No, this doesn't clarify the situation. We were advised that there was no-one available to sign any damage or advised that we could do this. You have not addressed my complaint at all!!!

Steven Putt | | VERIFIED

What about the overcharge for the fuel and tax? What about the 1100 euros taking 30 days to be refunded on return of the car? Please reply in a professional manner.

Victoria Rumside | | VERIFIED

Hi Steven, We always give our customer a damage report and ask them to inspect the car themselves too. As per our policy, we require a 1100€ deposit and the refund can take up to 30 days although it usually takes between 5-10 We offer several duel options too and one of them comes with a fuel admin fee During the booking process and on the voucher this is also explained. Thanks Regards Victoria
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