“If you don’t want to read the whole story then here are the reasons why you should never choose Goldcar:
- I was forced into paying over 270 Euros for the full, zero excess insurance under false pretenses
- The car was not maintained well and unsafe
- Staff was rude and condescending
I cannot stress this enough, please don’t choose them. You are going to be better off with a reliable car rental company.
Here’s the detailed backstory to that:
I arrived at Madeira airport where I had booked a car with Goldcar. I booked it on the basic insurance because I have a private car rental excess insurance. When I was asked to hand over my driver’s license, passport and credit card, I did so. I was then told that the credit card could not be accepted because my first name was initialed. The only option to get a car, if I didn’t have a credit card with my full first name, would be if I paid for the full, zero excess insurance and they would then put the 116 Euro petrol deposit on my debit card. The reason which was given to me was that I could in theory rip off any family member who has the same first name initial, after they pointed out the T&C state that my name needed to be on the card. I was very surprised, because initialed first names are very common on credit cards in the UK and I have never had issues with any car rental company with this credit card. I argued that my name was on the card, but this wasn’t accepted. I pleaded that I could show the Santander banking app which would show my full name together with the last digits of the card, but I was told by Sofia, the member of staffI was dealing with, that she was ‘not a bank’ and she did not check banking details. After some more arguing about the terms ‘name’ (as stated in the T&C as necessity on the credit card) and ‘full name’ (what Sofia was demanding from my card) I was told that I didn’t understand her (Sofia’s) point, that if my mother would have wanted to name me after my initial at birth, she would have, something which I found quite condescending and rude. I asked if I could double-check with her manager, to which I was told with a smile that unfortunately it was Saturday and I would need to wait in the airport until Tuesday until the manager was back. Then I was handed a card with the customer service telephone number on. I went away and called customer service to ask if my card could not be accepted after all. The lady on the line gave me three options:
1. log in to my account and try to change the first name on the booking to my initial (I objected that according to the argument given to me at the counter I was concerned that my driver’s license and passport would then not be valid anymore)
2. book another car with the initial as a first name and try to claim back the money for the original booking based on the fact that I had second booking (an option which I did not want to try out after my experience with the company)
3. pay the security of the car not by credit card but by debit card, something which she assured me was possible
While giving me those options she tried to thank me twice for my call and end the call. Upon the third time, she told me that she had given me three options, wished me a good day and hung up.
I went back to the service desk and asked to put the car deposit onto my debit card, but was told that this was not possible. In a final attempt I asked for Sofia to show me where it said in the T&C that I need the full name on the credit card and where it says that only credit cards are allowed for the security deposit, to which I was told that this was not her job and that I should contact customer service for this. I then asked for a confirmation that I was denied a car due to the initialed first name, to which I was told that she was ‘not a lawyer’ and that she would not give me any confirmation of any sort. Finally, after over an hour of stressful thinking about how to get a car to start my holiday, I had to agree to pay for the full insurance, which more than doubled the rental cost (˜204 Euro for the rental plus >270 Euro for the zero excess insurance). It turns out that I could’ve paid the deposit by debit card after all, as I figured out later while re-reading the T&C, where it says under point ’15. DEPOSIT’: ‘The deposit blocked (credit card) or charged (debit card) will be unblocked or refunded to the customer once the vehicle has been returned, and Goldcar has checked that the vehicle is in a good state and that the terms of the contract have been fulfilled.’, meaning that I was wrongfully forced by Goldcar to take out extra insurance.
To make matters worse, on the trip we found out that the car wasn’t well serviced at all. While driving with it, we got multiple warnings of low tyre pressure, the front collision sensor not working and the electronic stability system needing service (see images). Whenever turning the steering wheel when the car was stationary, the steering was cracking horribly. We weren’t feeling very safe at all in this car during our trip. This was in addition to the car not being well cleaned when we collected it (see pictures).
So yeah, please don’t give that company more money and rent from another car rental company, for your safety if nothing else. Also, since finding out that the group belongs to Europcar, perhaps you don’t want to rent from them either for moral reasons…”
“My worst experience with car rental company so far.
When arriving at the desk at the airport, I was asked whether I wanted an insurance and I declined this offer. I was also told that I need to submit my card as their personnel did not see the payment I made via booking.com. Then I was given a contract to sign (in portugese language only) which I signed. Later I noticed that another 373,29 EUR amount was deducted from my account. There were additional services on the contract "Cobertura Super Relax and Cobertura Mega Relax" which I had no clue what that means. I was not given an English contract to sign at all.
Further to that this company is not regurarly checking the technical condition of their cars. I had to change the rented car two times in few days because the brakes were worn badly. I don´t want to imagine what could have happenned driving their car on Madeira´s steep hils without brakes.
We had to invest our time and money to drive through the island to return dangerous cars two times; they don´t compensate this at all neither.”
“Horrific Experience! Rude rude rude service from the two ladies at Nice Airport, tried to add on extra for diesel tax, airport tax, breakdown cover - for their own car!!, insurance etc. Contract did not cover extra damage pre-existing to the car but they would not change it. Really horrid start to a holiday. Should have listened to reviewers!!! DO NOT BOOK WITH GOLDCAR!!!!! We have booked so many times at Nice, spend the extra and go with Europcar or Enterprise!! If you have already booked take lots of photos and video (date marked) of the car before you take, check the key works, check if you really need the insurance you are being scared into buying, check you have the name of the driver correct.”
“Gran Canaria Airoport!
The worst experience ever. The ginger guy in the reception had no respect for us, talking with us like we were garbage. This guy, i think his name is Billy, talking really fast wanting to sell expensive insurance.
He is not worthy enough to represent Gold cars.
Get a more pleasent guy in the reception. He really hates his job, you can tell just looking at him and listening to his anoying english mother tongue.”
“@goldcarcares @rentacarworld @easyJetholidays @granadadirect Worst rent a car experience ever @Malaga AGP 17/12/22 Eve - Tricky prices on web+too many unexpected extra charges at pick up+non contactless payment option+NON empathetic-friendly staff... very unpleasant experience.”
“The car I booked wasn't available and was offered the poorest car but offered an upgrade - hit for hidden charges after online booking of airport tax, fuel tax,was told that you need to take full insurance as when it's checked off when handed back they are brutal extortionate costs went from €57 to €307
Lana was sly and dishonest had a big car available but when I got to parking area lots of smaller cars available and when I emailed her and it took two days to come back to me.
Worst car hire ever, but when you look online lots of complaints
You have been warned”
“Got a car from Porto airport they give me a car full of scratches in the bodywork.
When you pick the car if is nite time there is almost no light to check the car but when you bring the car if is nite time they have Monoecious inspection to the car with led lights to see Every single detail but They don’t have the same procedure when you pick the car that’s strange.after deliver the car the man said everything is perfect have a safe journey back to your country wake up the next day with a email from gold car saying they came across with a couple of chips front windscreen and they were gonna deduct €458 because of that if this is not scamming I don’t know what it is previously the car was fine next day they came across with stuff what is not true avoid this scammers by all means trying to get help from them no one answered the phones no one replied to my emails bunch of fraudsters”
“As a sole woman renting a car Goldcar ripped me off and scammed the insurance company. Despite having perfect cars, they gave me a severely damaged car at Lisbon airport. When I queried it I was told to check the damage and compare it to the collection form. I did and took the car. When I returned it, I asked the attendant to confirm that there was no further damage - which they did. But when I reached departures, I received an email with a photo of supposed additional damage to the wing mirror. It is impossible that the wing mirror was not damaged when the panel beneath it was damaged. It is also impossible that this could have been found so quickly amongst all the other damage. Goldcar robbed me of 67 Euros. You cannot make a complaint by phone and their website makes it as difficult as possible to raise a complaint. I managed to do so and was told to make a claim on the insurance .
GOLDCAR ARE SCAMMING VULNERABLE WOMEN AND THEIR NEFARIOUS BUSINESS TACTICS INCREASE INSURANCE PREMIUMS. I WILL NEVER EVER USE GOLDCAR AGAIN”
“Will never use again- took rental of a…
Will never use again- took rental of a car September 2022. One of the wheels was damaged on the alloy so we took photos which displayed the date and time taken, these were given to Goldcar.
They have fraudulently taken £130 from my credit card just this month, yet promised documentation beforehand to prove their case. I have worked in rental one alloy is £60. They have probably waited until the end of the season so I pay for the damage caused throughout the summer by other people whom have also paid.
There are plenty of other car hire firms to use - please do not use Goldcar their customer service has definitely changed I had used the Almeria office for 20 years - never again”
“We arrived in Nice (France) ontime having pre-booked with Goldcar. When we got there they didn't have a car and wanted us to pay £500 for an 'upgrade' - i.e. a Fiat 500 to get my wife and three children in. Awful company - AVOID!”
“Crooks & Bandits - DO NOT USE
Goldcar.es see it within their rights to charge for damage not introduced during a rental. Their check-in and check-out processes are geared towards making it impossible to update information on the contracts and thus act with impunity in attempting to recover so called damage when returning the vehicle.
Do not use Goldcar.es or any derivative of this company.”
“Customer Service refuses to reply to my emails and inquiries regarding my refund.
WARNING Deceptive business practice:
WARNING Deceptive business practices GOLD CAR.
I completed all online information asked for while registering and reserving my car. When I went to claim my rental car at their counter the Gold Car represenative asked for an international Driver license. There is NO MENTION of this Gold Car requirement online for an international license. They refused to give me the car I paid for without an international license and kept my deposit ($$money). Refusing to refund me. Scam. DO NOT RENT From them.”
“I booked Keyn’ Go with Goldcar in September. I have used the service before and besides it being quite expensive, it gives me ‘piece of mind’ if I know I am full insured in case of an accident. I paid the full cost and scanned all of the required documents to them beforehand and as required. I was under the understanding that Keyn’ Go meant just that and my husband and I would arrive at Murcia airport, go to kiosk, type in my booking number, a key would drop down and off we would go on our journey.
We headed for the kiosk to obtain the car key and could see it was out of order or not working because I was ushered into the office and told to make my way to the office which faced the arrivals entrance. We were already exhausted from the journey and the keyn’Go kiosk is towards the back of the car park so it was another treck across the car park. When I arrived at the front office I waited in a queue and when I finally reached the front desk I was told I had to pay another 40 euros to cover fuel and I would be refunded when I returned the car full. I was annoyed but didn’t complain. I paid the 40 euros (after already paid almost £400 before leaving the UK). I was eventually handed the key to a car. On returning the car with a full tank 11 days later. I was not refunded immediately and was told the 40 euros would go back on my card.
I have just queried where my refund is (returned on the 7th October 2022). I have just been told they didn’t retain any money from my card for fuel and they don’t owe me anything. I have sent them my bank transaction and am awaiting a reply. I am fuming and will definitely not use Goldcar again.”
“Usual busy queue at Palma on 21.9.22. I had paid for the hire plus "comprehensive" insurance " via Rentalcars.com . My voucher clearly said so & which I handed over to Goldcar staff to confirm my booking. It was not handed back & I regret that I failed to ask for it .
My credit card was charged & ringed by the agent "deposito" on the invoice with the explanation that this was to cover a full tank of fuel if the car was not so returned together with a small charge (11.09 euros -"Oficino Premium ?") for collecting the car at the airport.
I had been waiting in queue for 30 minutes. I was keen to get on with my holiday. The zone was not air-conditioned. My wife was waitng with the luggage in the car park. We are both non-Spanish speaking pensioners in our 70s.
Nothing wrong with the car, apart from under-inflated front tyres.
Return of vehicle with a full fuel tank was efficiently handled.
Subsequent credit card statement indicated that I had been charged for extra insurance already paid for.
A typical scam which I wallked straight into & needless to say correspondence with Goldcar got nowhere; they preferred to ignore my copy of the invoice which, yes, clearly bore my signature & my consent to being (double) charged for extra cover ( "Super Relax") I'd already bought, & which also bore the agent's marking at the time he profferred his inarticulate explanation for the so called"deposito total". The conflation of the fuel deposit & the extra unwanted insurance cover seems deliberate & in my case took advantage of a tired traveller who should have been more alert.
I shall not Goldcar use again nor recommend.”
“We rented a car at goldcar for 5 days, the flight was delayed and we arrived in Nice Airport 6 hours late. According to Gold Car they cancel reservations 6 hours after pick up time and do NOT refund the money for these 5 days.
We rented a new car and payed 1300 € in deposit which Gold Car takes a 10% transaction fee for (5% in and 5% for getting money back) this is 130€ in total for a transaction!!!
The car we got had worn out tyres which we did not notice when picking up the car in the middle of the night (it was dark outside). Later we found ourselves with a flat tire. The tires on the car was completely worn out, there were no grooves and the undertread was showing on both front wheels (extremely dangerous if wet road) and getting a punctured tire was impossible to avoid due to how thin the rubber was.
Goldcar claims 420 € for this and refuses to pay for the tire even though the tyres are completely worn out. We brought the tyre to the reception an showed them how bad condition the tire were in before the puncture and that it is dangerous to rent out car with tyres in such a condition. They refused to admit that they rent out cars with bad tyres and explains that someone probably had stole our wheels and replaced them with worn out tyres. Unbelievable!
This is a fraud company which should have a trade-embargo years ago. I will NEVER rent a car from Gold Car again. AVOID!”
“If I could give 0 stars, I would!
We were offered an upgrade to a Jeep at Nice Airport for the cost of 280 euros – what a mistake this turned out to be. En route to our destination, the fuel tank gauge was low so we found the nearest petrol station. This was at 2:25pm in August and the temperature was 36 degrees Celsius – extremely hot. I pressed the button to the left of the steering wheel which indicated that the petrol cap would open. I went to the petrol cap and it would not open - it should have done so automatically. I called the helpline number several times but each time the transfer got cut off. It was extremely hot – my children, aged 5, 8 and 9 were unable to deal with the heat - not to mention my wife and I! We found some shade under a tree, but it was still incredibly hot.
Eventually, I got through and it was lucky that I can speak French as they could not speak English. He said it could be the heat and would try to source a local breakdown person. He took my phone number (I also took his) and said he would call me back – after 15 minutes he had not called – my family and I were suffering further from the extreme heat. I called the number at 3:08pm and I was assured that somebody from Jeep Avignon would be with us within 30 minutes.
I received a call from them at 3:26pm and was told that they were unable to source anybody from Jeep. I was told that a breakdown person would be with us within 45 minutes maximum. At 3:53pm, I received a call from a mobile phone call from the breakdown man in French – this lasted 53 seconds and he told me twice: “Je serai avec vous de suite”. This translates as “I will be with you right away”. We had already been at the open petrol pump for 90 minutes at this point.
We were pushed from pillar to post, so at 4:41pm (2 hours and 6 minutes after my first call), we decided to try to drive to our destination at a very slow pace to save petrol. I called them to indicate that we had left and asked could they help us at our destination instead. Our first day of holiday had been spoilt and we were extremely hot and bothered, concerned for our health and whether we would make it with the amount of petrol. We were very clearly told that they would cancel the Avignon breakdown man and would try to sort something at Puymeras, our destination– we should expect a call.
I received a call at 5:53pm from a man at the Peugeot garage in Vaison la Romaine, 5 km from Puymeras. I dropped my wife and children off, after an incredibly terrible time for us. I went back to the Peugeot garage, basically running on empty. The man was very helpful and pointed out immediately that the automatic button for the petrol cap was not working. He then showed me that it was possible to open it manually with ones fingernails. He showed that this has been an issue before with the obvious marking behind the cap. The correct system for opening the petrol cap was clearly broken!
I felt relieved that I could finally put petrol in the car and very annoyed that we were charged 280 euros to upgrade to this car. I went to the petrol pump and tried to fill the tank but it stopped half-way as the petrol was squirting back out – this was around 25 euros. I could not believe this. Incidentally, on numerous occasions during our rental the air conditioning was blowing out hot air – why did we bother to upgrade?! It was like a sauna at times in the car.
After a few days, I tried to put more petrol in and managed to put 30 euros in before it was squirting out again. On the final day of our holiday, Saturday 13th August, I managed to fill up but not without it clicking around 40 times and having to repress. I experienced the same issue at the petrol pump at Nice Airport.
When we dropped the car back, it was checked and signed off. We then went to the office to make our complaint and ask for a refund. We were told that “we had left the scene of assistance before the breakdown arrived”. We were so taken aback and the man told us to lodge a complaint on the website. To our horror the following day, Goldcar had debited us a further 180 euros for not staying for assistance. Quite frankly, this is preposterous that we were charged this – we were pushed from pillar to post for 2 hours and 10 minutes in extreme dangerous heat. We were then told it would be sorted and we got the issue fixed in Puymeras.
We are totally disgusted with how Goldcar carried out their repair and subsequent charge. We requested a refund for the extra charge (180 euros), the cost of the upgrade (280 euros) and half of what we originally for the danger and stress we were put under (300 euros) – they have only refunded the 180 euros extra charge and ignored us ever since – they are a disgraceful company! Do not use! We hope that they will eventually listen to our very reasonable request. I will update accordingly, if so....”
“SCAM ALERT!!!!
This is the only company that i know that in the company policy its allows their workers to lie to their customers.
I rented a car via https://www.economybookings.com and i have added full coverage.
Once i arrived to Goldcar representative in nice airport she told me that the economybookings.com coverage does not cover all kind of stuff like bumps and scratches and more...
I told her that it does not make sense and she told me that this is how it is in France and convince me to pay for full coverage again.
After arriving at my hotel i spoke to economybookings.com and they said that is not true and the coverage that i have is for everything.
After speaking with the customer service of GoldCar they basically told me that they will not refund me double the full coverage (it's my problem that i was convicted by their representative to pay) and from then they never got back to my emails.”
