This is an email sent 26/08/2021 to info@goldcar.com and to info@goldcar.es. To the Goldcar-staff, I address complaints about Goldcar Faro.First of all we tried to book a car online a few days before our departure but during the payment-procedure it kept on failing. After trying a few times we thought it would be easier to rent a car at arrival. When we arrived the 7th of July at the airport in Faro we tried again on the mobile phone to book the car and it worked.I rented a car for 193,70€, the payment was succeeded.I didn’t receive a confirmation on email. Strange, but I had a screenshot of the payment. When we arrived at the office of Goldcar in Faro, they told us that the booking was not on their list so we had to wait. We asked how long, they didn’t know and kept us waiting.We called the general helpdesk of Goldcar and they told us first there must have been an error in the system and that we had to wait maybe an hour.. We called again after an hour and it was still pending… I think we called maybe 10 times and waited 4 hours, the answer was still : it’s pending…”The members of the office told us then that the website is a different thing then renting at an office.If so, why keeping us waiting for hours!?And anyway, I rented a car with Goldcar and the moneytransfer was confirmed, so Goldcar was obliged to give me that car. They refused and we couldn’t get a car but for a much higher price: 346€ !? – Goldcar said this was due to a more expensive insurance (we didn’t ask for), possibility to drive on tol-highways (only € 11,00), and airport tax (only € 23,39 – and not mentioned before). 1) Make sure that your website-deals are executed.And if it goes very fast to get money from an account it should go similar with booking confirmations. 2) If customers have to wait 4 hours (due to a so-called error in the system or whatever), then you have to compensate them.3) Anyhow, you can not cancel an agreement made online, withhold a booked and payed car four hours, and force clients to take another, more expensive car. 4) Moreover it is disgusting to receive also an invoice more than a month later about tax that we already paid. I protest your method and your invoices.- Invoice PT010AP210069620.pdf : has to be cancelled and refunded. - Invoice PT010AN210011727.pdf : has to be cancelled. I claim at least a refund of 152,3€ on my account BE66 9799 6483 3743 within 10 days, that way we pay 193,70 as we originally agreed.In case of proceedings, further compensation and costs will be charged. My lawyer is reading along in cc. Mattias De Rijcke
