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Nichola's complaint against Goldcar

Nichola Howes


[LAPSED] Promised Insurance Refund on Arrival - Not received

Complaint against Goldcar

This is the 3rd year running that i have booked a car with this company. On arriving i was asked to produce my passport and driving licence and my debit card. Of course i asked what for and was told i either had to pay for additional insurance which would be refunded back on my card or pay 1100 euro's cash? I never had this money, well i did but this was part of my spending money so i had no choice but to pay on my card. On returning the car, i was informed that i would receive a refund for the unused fuel, i then questioned the insurance refund and was told it's non refundable. I was not happy and when i questioned this further explaining what i was told when i first collected the car, this person did now not understand English very well. I said i wanted to make a complaint and he just kept shaking his head. I had no choice but to leave as i needed to check in for my flight home. I cannot believe how i have been treated and will never use this company again. I will also be advising others, to never use this company.

  • supporters 0

Lapsed. Nichola has not responded in 90 days

  • Comments (12)

Victoria Rumside | | VERIFIED

Dear Nichola, Thanks for your comment. We're trying to improve our services and the opinion of customers is essential to do so. On the issue you described, please let me explain our clients have two options of coverage. Both appear clearly detailed on our website. About fuel,I understand you chose Flex Fuel system. Management costs are also specified on our website.Please, check it.Kind regards.Victoria R. Goldcar Representative

Nichola Howes | | VERIFIED

Hi Victoria Thanks for your reply. I was informed at the desk when signing for the car that the money being taken from my account was for fuel and insurance. The unused fuel would be refunded back and that if there is nothing wrong with the car when returned then the other money would be refund also. This is the reason i went ahead, otherwise i would of gone elsewhere to hire a car at the airport and not thought twice about losing the money i had already paid online before i traveled.

Nichola Howes | | VERIFIED

User Responded via private message

Victoria Rumside | | VERIFIED

Dear Nichola, you didn't lost your money.Please,check the email confirmation,where it is indicated what have you paid online and what you have to pay at the counter: I think it was probably a misunderstanding between our agent and you,because as I said,it is specified that the excess fee is reimbursable but additional coverage is not.You're paying for a service like you would in any other company. Kind regards. Victoria R.Goldcar Representative

Nichola Howes | | VERIFIED

Please sent me the name of the CEO for this company

Victoria Rumside | | VERIFIED

Dear Nichola, Please send an email to [email protected] and we'll try to help you. Kind regards. Victoria R. Goldcar Representative.

Nichola Howes | | VERIFIED

I will do that but would also like the details of the CEO please

Victoria Rumside | | VERIFIED

Dear Nichola, I want to help you but I can't do anything else for you if you don't send an email to my companions of customer service. I repeat: [email protected] Kind regards. Victoria R. Goldcar Representative.

Nichola Howes | | VERIFIED

Hi Victoria I have just sent an email over - Please confirm this has been received by customer services.

Victoria Rumside | | VERIFIED

Dear Nichola, They told me they've received your email and they're working on it. Yours faithfully Victoria R. Goldcar Representative.

Nichola Howes | | VERIFIED

Victoria You asked me to send an email which i did and i am not happy with the reply. I am asking once again for you to supply me with the CEO details of this company please.

Victoria Rumside | | VERIFIED

Dear Nichola,my companions told me they already gave you an answer and it is determinate.You were given the two coverage options we have and you chose to have one of them.So we can't refund it, even when we have checked your case with different departments.For us the case is closed.Yours faithfully.Victoria R.Goldcar Representative.
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