The Goldcar golden rule always take a photo when you return a hire car – The Guardian

Hassle the price we paid for buying a cheap deal with Goldcar. Photograph: Alamy Stock Photo

We hired a small car for nine days from Goldcar at Malaga airport in April last year for 41.69. We paid a deposit of 1,205 by credit card. The car was great and we had no problems. When we returned it, the returns officer told us it would be at least a 40-minute wait before anyone could look at it, so recommended we leave the keys. With a plane to catch we took his advice. I took photos of the exterior in case of a query.

A week after returning I received an invoice for 180 to cover the cost of a supposed scratch to the back door, with a photo attached. But Id taken a shot from almost the same angle, and there was no scratch. We disputed the damage and sent our photo evidence (complete with time and date stamp). I then discovered Goldcar had charged us 300. Its only response was, I can confirm the charge has been applied correctly. When I pursued the issue the response was someone will get back to you. It never did. I requested a chargeback via my credit card company, and the eight-week period in which Goldcar could challenge our chargeback has passed. We arent surprised it took no action.

Id like to share my experience to help others avoid the same hassle. MB, Leicester

For years I have warned readers to avoid Goldcar when hiring a car on holiday, and to take photos when you return it. Your letter illustrates why, on both counts.

Over the years we have received several reports from people with similar charges applied. Last year the company said it had changed its management structures and hoped to make these complaints a thing of the past. But we continue to receive a lot of similar tales, and the advice to stay away remains.

Many readers will wonder how Goldcar can offer a nine-day rental for less than 40. Our guess is that it can only make financial sense if it makes money elsewhere. So always photo the car as you hand it back.

The firm says it can understand the customers frustration and we are sorry she had a bad experience. It adds that the charge was originally applied correctly but a refund should have been made when the customer supplied photographic evidence and we are sorry this did not happen. Our offices always endeavour to have staff on hand at check out but there are occasions when this is not possible.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number

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The Goldcar golden rule always take a photo when you return a hire car - The Guardian