Another warning for anyone going to Spain, Portugal or France

Tourists are being urged to avoid a car hire company ranked last in a customer satisfaction survey. Goldcar, which operates in countries including Spain, Portugal, France and the US, scored 52% overall in the annual report by consumer group Which?

It received only two stars out of a possible five for value for money, car description matching reality, car damage record and customer service. A fifth (20%) of respondents who used Goldcar said they had problems with the condition of the car, and 23% reported being charged extra when either picking up or returning the car.

Which? said its previous investigations had found cases where the company engaged in “pressure selling tactics” to encourage customers to buy additional insurance at 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%).

Two Canary Islands brands had the highest scores – AutoReisen (92%) and Cicar (91%) – while the top broker was Zest Car Rental (90%). Rory Boland, editor of Which? Travel, said: “Booking a rental car should be simple, but all too often it feels like the Wild West, with travelers complaining of rough experiences, poor customer service and bogus fees.

“Goldcar in particular is best avoided, with customers repeatedly reporting serious issues, from pressure selling to poor customer service. To ensure you have the best possible experience this summer, make sure you book with a reputable company.”

A spokesman for Goldcar, which is owned by Europcar Mobility Group, said: “Goldcar is of course disappointed by the results of the Which? report. The company takes customer care very seriously, with a code of ethics for counter sales and a best sales practice guide, both of which are revised annually based on customer feedback.

“We offer very attractive prices, making travel affordable, while giving our customers the freedom to choose additional options, including premium insurance for a seamless process should damage occur during their rental.”

The spokesperson added: “We are committed to investigating any incident where a customer believes they have received service that does not meet expectations for a low-cost brand and continue to invest in staff training and best practice.”

A spokesman for trade body British Vehicle Rental and Leasing Association said: “Customers can take a number of steps to make their rental experience as positive as possible. Early booking ensures a good price for the vehicle you want.

“Understanding what is included with the price and the level of risk assumed is also essential. The company provides access to a high value vehicle and it is important that drivers understand their responsibilities.

“Only then can I make informed decisions.”

– The research was based on a survey of 2,324 adults who were either in Which? Connect panel or audience members in February and March.