Britons warned of car hire companies pushing costs on drivers - ‘Best to avoid’

The company, which offers drivers cars in Spain and Portugal, was rated two out of a five stars in a customer report.

It scored poorly in value for money, car description matching reality, record given of damage to car, and customer service.

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The Which? survey found that one fifth (20 per cent) of respondents who used Goldcar had issues with the condition of the car, while 23 per cent reported being charged extra either when they picked up or returned the car.

The consumer champion also fond cases of the business engaging in “pressure selling tactics” to encourage customers to buy extra insurance at the desk.

Car hire companies which also ranked low included Dollar (56 per cent), followed by Record Go (57 per cent), Budget (61 per cent) and Sixt (64 per cent).

However two brands based in the Canary Islands had the highest scores with rating higher than 90, AutoReisen (92 per cent) and Cicar (91 per cent).

Rory Boland, editor of magazine Which? travel, said: “Booking car hire should be straightforward, but all too often it feels like the wild west, with travellers lamenting fraught experiences, poor customer service and spurious 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 firm.”

A spokesperson for Goldcar, which is owned by Europcar Mobility Group, added that it was disappointed about the results of the report.

The spokesperson detailed: “The company takes customer care very seriously with a code of ethics for counter sales and a guide of good sales practices, both of which are reviewed 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 cover for a seamless process should damage occur during their rental.

“We are committed to investigating any incidents where a customer believes they have received a service that does not match expectations for a low-cost brand and continue to invest in staff training and best practices.”

Meanwhile someone for the British Vehicle Rental and Leasing Association explained that customers can take a number of steps to make their rental experience as “positive as possible”.

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The spokesperson for the association suggested booking early to secure a good price for the desired vehicle.

They added that understanding what is included with the price and the level of risk being taken on “is also essential”.