Goldcar took money from me for damages I did not cause - I have photo evidence!! - Complaint about Goldcar - A Spokesman Said

Goldcar took money from me for damages I did not cause - I have photo evidence!!

Complaint about  Goldcar  | ANSWERED


Goldcar

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Scott Beattie

05/07/2017

Goldcar took money from me for damages I did not cause - I have photo evidence!!

Complaint about Goldcar

I rented a car from Malaga airport on the 9th of June. The lady at Goldcar asked us to sign the sign out sheet before giving us the keys. When we stated that this made no sense as we didn't have an opportunity to inspect the car, she said it was normal practice and their would be colleagues of hers down at the car so we could check it before driving off. (There were other people at the desk questioning this procedure as well). When we went down to the car we noticed quite a lot of marks on it. We took photos of each one and went searching around the basement for a Goldcar employee. Eventually we found an employee who had an iPad, we showed him the damages, he marked them on the sign out sheet, signed it and typed something onto his iPad. We presumed that was that. The car was driven to our destination and parked in a secure parking space, it was then driven back to the airport. When we returned the car we found an employee, he took the keys and waved us off. We thought nothing more of it. A few days home, I checked my bank account and noticed I had been charged €320 from Goldcar. To this day I have never received an invoice or an email to say I was being charged or what the charges are for (against the company policy they have stated on their documents). After eventually getting through to customer services I was told it was for damages to the car and in particular to the front of the car. I explained I had pictures showing this damage was on the car prior to me leaving the airport. The customer agent gave me an email address to contact. I have since sent four emails, with the photographs and a picture of the sign out sheet signed by their employee. I have heard nothing back from Goldcar. This is a complete scam, the damages were 100% on the car when I rented it and I have proof of that. I am currently in the process of contacting my solicitor. My credit card company is also looking into the issue. I had damage insurance with an insurance company and cannot even claim through them as I have no paperwork from Goldcar for the charges. This company should be avoided at all costs!! We were also charged for petrol that we shouldn't have been but at this stage I am just concerned with recovering my €320. Please avoid this company if you want to avoid stress and worry on your return home!

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Victoria Rumside | 12/07/2017 14:54 | VERIFIED

Hi Scott, This is the normal procedure and if the damage was marked on the tablet then it shouldn't have been charged unless this was a new damage. Could you please open a formal complaint, and provide the pictures you have? Use this link: https://www.goldcar.es/en/atencionCliente/ Thank you. Regards, Victoria R Goldcar Representative


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