Watchdog: No refund for mis-sold holiday car insurance

Rental firm charged Paul twice for excess waiver cover, then wouldn't give money back

Hiring a car abroad can be full of potential pitfalls, from not getting the vehicle you’ve ordered to paying out for damage at the end of your rental. One of the biggest causes for confusion is excess waiver cover. Traditionally this is a good value purchase as it protects drivers from hefty bills if there’s an accident or damage.

That’s certainly what reader Paul Rogers, from Bury St Edmunds, Suffolk, believed when booking his Goldcar rental via DoYouSpain.com. He paid for the basic insurance and also added Platinum Excess Waiver insurance. When Paul arrived in Lanzarote for his two-week break in January and went to collect his Fiat 500, he was asked to pay a £160 deposit to cover a tank of fuel and the excess waiver. He was told it would be returned at the end of the rental.

Paul said: “I brought the car back on time, undamaged and with a full tank of fuel. After I got home, I found I had been refunded for the fuel, but not for the rest.”

He complained to Goldcar but was told neither the excess deposit or his Platinum Excess Waiver Insurance could be refunded, as both insurances had been operative during his hire. Paul told us: “At no time did I ask for more insurance. Why would I? I was sold additional excess waiver insurance without my knowledge, which I did not ask for or need.”

We felt Paul should be refunded the deposit in full, as the extra cover had been mis-sold, so contacted Goldcar Customer Services and asked it to investigate. After a couple of weeks, Paul got back in touch with good news. He said: “I can now confirm that Goldcar has paid back my refund. Thank you for getting involve – I was getting nowhere until you contacted the firm and then things started to happen.”

A Goldcar spokeswoman said: “After looking carefully at the information, Goldcar has decided to refund the charge that has been made, after realising that during the formalisation of the rental contract, the available options were misunderstood.

“The company constantly strives to provide the most transparent information that enables our customers to enjoy their holiday, We apologise for the inconvenience.”

Most Popular

New 2022 Toyota RAV4 Adventure revealed
Toyota RAV4 Adventure
Toyota RAV4
14 Sep 2021

New 2022 Toyota RAV4 Adventure revealed

Top 10 best small estates 2021
Skoda Octavia Estate
Skoda Octavia Estate
22 Sep 2021

Top 10 best small estates 2021

New Volkswagen Passat set to launch in 2023
2023 Volkswagen Passat
Volkswagen Passat
9 Sep 2021

New Volkswagen Passat set to launch in 2023

Tips & advice

View All
Car dashboard warning lights: the complete guide
Car dashboard symbols and meanings
Tips and advice
10 Aug 2021

Car dashboard warning lights: the complete guide

Electric car charging stations: a complete guide
Electric car charging station
Tips and advice
3 Jun 2021

Electric car charging stations: a complete guide

PCP vs HP – which type of car finance is right for you?
PCP vs HP
Tips and advice
15 Jun 2021

PCP vs HP – which type of car finance is right for you?

Average speed cameras: how do they work?
Average speed cameras: how do they work?
Tips and advice
23 Jul 2021

Average speed cameras: how do they work?

Best cars

View All
Top 10 best car interiors 2021
Peugeot 208 hatchback
Best cars
25 Jun 2021

Top 10 best car interiors 2021

Top 10 best electric cars 2021
Volkswagen ID.3
Best cars
12 Aug 2021

Top 10 best electric cars 2021

Top 10 best cheap-to-run cars 2021
Toyota Prius front 3/4 cornering
Best cars
10 Jun 2021

Top 10 best cheap-to-run cars 2021

The UK's top 10 fastest hot hatchbacks
Mercedes AMG A45 - rear
Hot hatches
25 Jun 2021

The UK's top 10 fastest hot hatchbacks