Tourists should avoid Goldcar car rentals by following the “Which?” report

Holidaymakers are being urged to avoid car rental, which has been ranked last in a customer satisfaction survey.

Goldcar, which operates in countries including Spain, Portugal, France and the US, achieved an overall score of 52% in the consumer group’s annual report “Which?”

It was awarded just two stars out of five for value for money, accurate car description, car damage record and customer service.

A fifth (20%) of respondents who used Goldcar said they had problems with the condition of their car, and 23% said they were charged an additional fee when collecting or returning their car.

Which? said a previous investigation found instances of the company using “pressure sales tactics” to encourage customers to purchase additional insurance from the office.

The car rental company with the second lowest overall score was Dollar (56%), followed by Record Go (57%), Budget (61%), and Sixt (64%).

The highest ratings were achieved by two brands from the Canary Islands – AutoReisen (92%) and Cicar (91%), while the highest rated broker was Zest Car Rental (90%).

Rory Boland, editor of Which? Travel said: “Booking a rental car should be simple, but too often it can feel like the wild west, with travelers lamenting difficult experiences, poor customer service and fraudulent charges.

“Goldcar in particular is best avoided as customers repeatedly report serious issues ranging from high pressure sales to poor customer service.

“To ensure you have the best experience possible this summer, be sure to book with a reputable company.”

A spokesman for Goldcar, part of the Europcar Mobility Group, said: “Goldcar is obviously disappointed with the results of the ‘Which?’ report.

“The company takes customer service very seriously, guided by the stationary sales code of ethics and the guide to good sales practices, which are reviewed annually based on customer feedback.

“We offer very attractive prices, making travel affordable, while also giving our customers the freedom to choose additional options, including premium insurance, ensuring a hassle-free process in the event of damage during rental.”

The spokesman added: “We are committed to investigating any cases where a customer believes they have received a service that falls short of what they would expect from a low-cost brand, and continue to invest in staff training and best practice.”

A spokesman for industry body the British Vehicle Hire and Leasing Association said: ‘Customers can take a number of steps to ensure they have the best possible rental experience.

“Early booking guarantees a good price for the selected vehicle.

“It is also essential to understand what is included in the price and the level of risk being taken.

“The company provides access to a high-value vehicle and it is important that drivers understand their responsibilities.

“Only then will they be able to make informed decisions.”

– The study was conducted on a group of 2,324 adults who belonged to the “Which?” group. Bring together a panel or members of the public in February and March.