Goldcar, Firefly, Centauro & Co - The tricks of the car hire companies

There are countless negative reviews on the Internet from vacationers about car rental companies such as Goldcar, Firefly or Centauro. The European Consumer Center (ECC) Germany also regularly receives complaints about questionable business practices of car rental companies. Despite official sanctions, some companies continue to use questionable methods to deceive customers.

Find out what tricks car rental companies like to use and how you can protect yourself.

Imposition of additional insurance

Comprehensive insurance with no deductible is often purchased through a car rental broker. At the rental location, however, customers are told that they need additional insurance in order to rent the vehicle. Those who refuse risk long discussions or even a refusal to hand over the vehicle.

Many vacationers then give in - for fear of being left without a vehicle and losing the deposit they have already paid to the broker.
 

Problems with credit cards

Credit cards used to pay the deposit are often refused by car rental companies, either because of alleged technical problems or insufficient funds. Customers are then offered additional insurance for a fee as the only alternative.

Debit cards (e.g. Visa or Mastercard) are often refused for no apparent reason.

Opaque contracts and hidden costs

Rental car customers repeatedly report non-transparent contracts and unexpected costs. For example, additional insurance is often added to the bill without consent. When inquiries are made, it is claimed that this is an alleged “deposit”.

In addition, employees often pressure customers to sign quickly, usually on documents that are only available in Spanish or another foreign language.

Another problem is that the signature is often made on an electronic device and customers do not receive copies of the signed documents, which makes it difficult to prove discrepancies later.

High fuel deposits

Consumers report high fuel deposits that are only refunded months later or not at all.

Damages charged after the fact

Holidaymakers report being charged for alleged scratches or dents after returning the vehicle.

Chargeable upgrades

Customers are offered an upgrade on collection because the vehicle they originally booked is said to be unavailable. It is suggested that the upgrade is free. Only later does the customer discover the high additional cost on the final invoice.

• Leave an online review. Negative reviews on Google, Trustpilot or the booking platform increase the pressure on companies to change their business practices.

• Contact the bank: If you have been unlawfully charged an insurance or fee via your credit card, you can often request a chargeback. Pointing out negative reviews or sanctions against the provider may convince your bank.

• Vehicle not handed over? If you have been refused the vehicle, for example because you have not taken out additional insurance, ask the car rental broker (if you booked through them) for a refund of the deposit. If they refuse, a chargeback through your bank may be a solution.

• Help from the European Consumer Centres Network(ECC-Net): In some cases we can get money back for you out of court. We also refer cases to enforcement bodies. Our help is free of charge.

• European Payment Order Procedure (EPO) or European Small Claims Procedure (ESCP): These procedures help you to enforce claims in court across borders. Check whether your legal expenses insurance will cover the costs or get support from a lawyer.

• Read reviews: Look out for recurring patterns and use several independent review sites.

• Avoid price comparison sites: Rather book directly with local car rental companies that offer reservation without prepayment.

• Don't sign anything you don't understand: If the contract is unclear, ask for an explanation or use translation apps such as Google Lens to have the contract translated directly via photo.

• Complain: If you feel pressured and have no other choice, document everything and complain immediately by email. This way you will have proof later when you claim your money back.

• Document the return of the rental car: If possible, only return the vehicle in the presence of an employee and have a return protocol issued. Take photos and videos of the vehicle - both when you pick it up and when you return it.