Just returned from Spain where I had the misfortune to use goldcar at Alicante airport. Arrived after midnight and when I got to pick up the car (a ford focus) it was clear it had been in various accidents. Both front wings were damaged, panel beneath passenger wing was missing, covered in scratches and dents, door seals on drivers side were hanging off, parcel shelf was damaged, the car was dirty and unbeknown to me at the time, the cigarette lighter didn't work so my sat nav died after 3 days.
I returned to main terminal to complain and the goldcar assistant (Sergio) couldn't care less. He was rude, didn't listen, talked over me, told me he knew what I was going to say etc etc. I did not want to drive a car in that condition but he refused to change it and maintained the car was mechanically sound. As it was the early hours I reluctantly took it and complained 3 times by email. Goldcar still haven't responded. I phoned after 3 days and the customer care advisor finally offered a replacement car to the heap of junk originally provided to me. However, they wanted me to drive back to alicante airport (45 mins away, with no functioning sat nav) to collect the replacement and fill it up with petrol! I requested a refund but they refused. Needless to say I didn't return.
On return to the UK I discovered that they charged me €30 to clean the car (sand in the boot apparently! Imagine going to a beach resort and getting some sand in the car). The price of the petrol refund was laughable especially given how much they actually charged me for a full tank (around €140!!!!). They had also converted my bill to £ from € without an appropriate explanation and the exchange rate is in their favour.
I complained on return home but I've still not had any response from them. I am going to inform watchdog on bbc1 and complain to my credit card company. I'm also going to leave as many online reviews for goldcar as possible. If goldcar happen to read this, I'll save you the time and effort of a re-reply. My reservation number is 7116355