My experience with Gold car last weekend was the worst car rental experience me or my family have ever had over 30 years. Considering we travel to Portugal at least twice a year (4 this year due to bereavement) we have rent a car well over 100 times and to date this is the worst service and experience we have ever had. Both members of staff we dealt with were unhelpful and one member of staff was incredibly rude, not surprisingly both staff members refused to provide their names. The 45 minute wait to be served was excessive considering this was 9am in the morning, however the initial car provide a Opel Astra was in incredibly poor condition, the seats were torn, the steering wheel leather was worn away in places and the car was scratched dented in almost every panel. I attempted to refuse the vehicle but the women behind the desk refused to provide another car claiming this was the only car in this bracket despite having 2 other equally spec Astra’s right outside. The staff refused to provide me a car in a higher or lower bracket as they were “all rented out” essentially telling me I could either pay almost £100 a day for a Jeep renegade which was smaller than the Astra or if I wasn’t happy I could go elsewhere for my rental but that I would get no refund. Begrudgingly I accepted the rental and soon began what would be the worst car rental experience in over 30 years. The waning engine light came on 10 mins later while we were on the main motorway to Braga and the car advised the engine power had been reduced. We managed to make it safely off the motorway and contact Goldcar who advised that there was a wait for the car to be towed and that they would have to arrange for a taxi for us once the car was collected. Despite the mechanical issue the car was semi-drivable so I agreed to drive it back to the airport and get the car exchanged; taking a slightly slow longer route off the motorway in case of it fully breakdown which I was advised was ok to do. On returning to the airport the staff member taking receipt of the car he did not believe me on the faults until I showed him photographic proof of the dash messages to which he was no longer able deny, he signed the paperwork and I returned to the desk to get a replacement vehicle only to be advised that I would have to pay for the fuel used. I complained that this was unfair and that the amount of fuel they were charging me for (3/8 of a tank) was not correct, I should a picture of the dash showing the fuel level but they refused to accept this and when I demanded they look at the car again, they were unable to do so as this had already been taken to the garage. After arguing for almost an hour, they agreed to bring the car back for me to take away to refuel but only after I had agreed to pay for the fuel at a cost of £35. The replacement vehicle they provided a Peugeot 308 was in equally poor condition, the vehicle was scratched all over and in worse condition than the Astra, with the rear left passenger door having been clearly driven into but as the door was operational they considered the car acceptable for rental. At this stage it was already approaching half 1 in the afternoon and having already wasted 4 and a half hours with the useless staff I again begrudgingly the Car having been worn down by the whole experience but demanded the staff names involved in order to make a formal complaint. All staff members refused, the only name I have is Jessica Silva who was the women who I initially dealt with as her name was on the paperwork provided. Presently I am now out of pocket £35 for fuel I should have had to pay for, and I have also been double charged me for the rental with me paying for the rental of the Peugeot and the rental of the Astra which staff were adamant wouldn’t happen but has been the case.