Dear Senor/Senorita, I am sending this email to say thank you very much for sorting out my problem with my car. The replacement car arrived when you said it would and hopefully your driver arrived back safe at your depot. I have only ever used your company when coming to Malaga and will continue to do so. Your employee/driver was very pleasant and easy to deal with. It is easy for people to complain so I think it only right to say well done and thank you when a problem arises and is dealt with so efficiently.
Niall Mac Phaidin
Van: Neil Mc Fadden
Malagacar was recommended to us by friends who have used them in the past without any issues. So I booked a car on the 28th April 2013 for collection on the 20th July and returning on the 10th August. It was for 3 weeks hire. It was the early hours of the morning on the 19th August when we landed in Malaga and was greeted and collected with no issues. The car we were given was a purple Panda which seemed ok but was not new and had 47,000 on the clock. We drove to our accommodation that night and was unloading the car when my daughter told me there was no number plate on the front of the vehicle, I looked and she was right nothing there. The next day I went and inspected the car and in the daylight it had seen better days!!, wheel trims were cracked and broken the main door lock and been damaged badly so you could have opened it with anything like a basic screw driver the body work wasnt great either. I phoned Malaga cars that morning and asked if it was illegal in Spain to drive without a front number plate? they told me it was, so I asked why they had given me a car without one they couldn't explain and didn't apologise and told me to bring it back and they would exchange no apology nothing! The next day I made the 45 minute journey all the way back to depot near the airport and went inside and went to a guy at the desk and informed him that I was returning a car and explained the situation he just said see the girl through there and didn't want to help me at all, so I went to another staff member and explained to her what had happened she just said that's strange and in Spanish started to inform all of her colleagues that I had been given a car with no number plate, she then informed me that she would swap it for newer car. I had no sincere apology or offer of an upgrade but would be given a newer car, I was then given the keys and told to go and find it in the garage area, so wondering around pressing the key fob looking for flashing lights and there in the corner was the replacement another Panda. Was it newer didn't look it too me and when I started it had 42,000 on the clock! I was treated really bad and the customer service was non existent.
Also to anyone thinking about using them please note; if you have a night flight 11.30pm-4am they will charge you an extra 25.00 euros to be collected!! Also to note if you don't have the additional insurance from them you have to pay the same amount again as a holding deposit! (my rental was 515.82 and they took 1030.00 off my credit card) they only refunded when returned.
I witnessed one lady going crazy about this has she didn't have any more credit on her card to pay this and had to phone a friend to pay it for her!
Overall it was the worst car hire I have experienced in 10 years of flying into Malaga.
Response from Malagacar.com
I am really sorry you think we are the worst car hire company you have experienced but we do the best for our customers. I can understand the number plate was not but you can be sure we will never a rent a car with no plates so may be this has fallen during the trip. You got a car with 47043 kms so I don?t think this is an old car and if you rent from other car hire companies not always will be cars with less than this kilometers. We can apologize if we know we made a mistake. If you were given a Panda again is because you rented in our busiest time and we had nothing bigger available.
In our terms and conditions we explain the out of hours charge is 25 € and in case the insurance is not taken a deposit must be left so you were informed before your arrival.
Anyway please accept our apologies. I would like to help you next time you visit Malaga so in case you think rent from us I will do the best for you.
J. Alberto Anglada
Van: Jason Whitehouse
I am just coming back from my holidays and I am thrilled with the car from Malagacar. They picked us up at the airport (there were three Minibuses at once). Once I had hired my vehicle, I realised it was brand-new (3000 km). When bringing it back, they returned my deposit within two days. Unlimited mileage is true and also returning the car with empty tank. When bringing back the car, an employee of Malagacar drove us to the airport in the same vehicle without having to take out the luggage (he helped us very kindly). Without doubt, I ´ll rent again with Malagacar.
Thank you for the excellent service
During more than 5 years I can depend on Malagacar and can recommend them very much.
Excellent service - kind customer service centre; always on time to pick you up.
Van: Chantal Vanderstraeten
We used Malagacar.com for the first time on our recent visit to Spain last week. This was our 4th visit to Spain and having used other car companies previously, we can definitely say this company was by far the best car rental we have used on any trip abroad.
From landing where we were met at the arrivals hall, it only took less than 5 mins to get to the office. On arrival there was no delay, no queue to content with and really good customer service. Having been fleeced twice by a well-known car hire company Hertz on arrival for fuel charges, we deliberately used this company as they provide a fair fuel policy. Also, a friend who visits Spain several times a year told us to use this company as she had tried them all and also found Malagacar.com far superior to other car rentals out there. All emails were very promptly answered, no waiting in lines for counter, very honest service at the counter, as my husband paid more money by mistake handing over the payment. The attendant came out and handed him back the extra note he had given in by mistake. Talk about a really honest and upstanding person. We were very impressed to say the least.
We have never experienced no queues, fast customer service, fair fuel policy before when we rented car hire. Don't bother wasting your time searching other companies, we have been there done that and believe me you won't do better than Malagacar.com.
Thank you Malagacar.com for a top class professional honest and ultra-prompt service. We hope to return again and will definitely be using your service if in Spain.
Van: The Colemans, Ireland.
Have rented from you on average 5 to 6 times per year, and all our family and friends who use our apartment at Miraflores rent from you as well. we have all enjoyed brilliant service and excellent prices in all of that time..However I do have an issue with you charging the same amount as the cost of the hire as an Insurance if you don't take out your Insurance, and the extra cost if you pick up the car outside normal hours..You never used to apply these charges and I was recently charged for both these, but had to wait 47 minutes to be served.
I have e-mailed you my constructive criticism on 28th July, and because I did not receive a reply, I sent a copy of said e-mail on 15th August, but to date have not received an answer.
You are easily the very best Car Hire company in Spain and I and my family and friends will continue to use you, but I had hoed some Constructive criticism would be helpful in ensuring you continue in the future to remain "The Best Car Hire company in Spain".
Response of Malagacar.com
Dear Mr. Edwards,
Thanks for your time and comments. The last car you rented from us was in May so I think you are talking about this one.
Deposit: If you read our term and conditions (These changed in May 2012 so this is not new) a deposit is taken in case the extra insurance is not accepted by the customer. Anyway you rented some cars from us before so you are a good client. I will leave a note in the system so you will not be requested a deposit for future bookings.
Out of hours: In case the aircraft lands after 11 pm the out of hours is applied. Usually you were not charged for it because you have taken the car before that time. Until 2012 the out of hours charge was 15 € from 10 pm and now is 25 € but from 11 pm. This amount must be paid because it?s for the employees.
Waiting time: Yes, you had to wait 47 minutes but not 47 minutes to be served, but 47 minutes since the aircraft landed and you picked up the car, so I think the waiting time mas minimum. The plane arrived at 00:11 and the payment was made by you at 00:57. Please calculate the time since the plane is left, the luggage is taken, you are met by our staff and taken to our office.
If (as said by you) we are the best Car Hire Company in Spain is because we have friends like you who give us the opportunity, through comments, to strive the best service every day. With these words I want to convey to you we will always do the best for you and this is what we did and will be.
Once again, thanks a million!!!
J. Alberto Anglada
Van: William Edwards
Booking was easy and efficient. The arrangements for shuttle bus transfer was extremely manic. We had to wait for 3 buses to go past before we could get on one as we weren't quick enough to get to the front of the bundle of people (difficult with small tired children, bags, pushchairs etc). So, I was a little disappointed with this aspect of the service. Service at malagacar.com was OK. However, I am extremely upset to find out on my return that I have been charged twice for my car rent. At the prices it costs to rent a car for a week, this is no small sum!! I have e-mailed malagacar.com and am awaiting a reply.
Response of Malagacar.com
In order to improve a better service every day, your comments are really welcome.
Buses: You arrived at the day´s busiest time (10 am). The three buses we have were running so we always try you wait the minimum time as possible.
Charged twice: Please accept our apologies. This was made automatically by mistake with 1 minute difference. The amount was refunded in your credit card on August 29th.
J. Alberto Anglada
Van: Maxine Kindred
There are so many car hire companies at Malaga Airport but I'm so glad we picked Malagacar for our 2 week holiday. I really can't fault their service - fast, friendly and courteous. Unfortunately, I had a small accident in my car but Malagacar dealt with the situation very efficiently and without fuss. What could have been a stressful event turned out not be a problem at all.
I would definitely use them again and highly recommend their car hire.
Van: Peter Read
We have used Malagacar for a few years now and have been very pleased with them. Great service, no fuss and fast processing, we are on our way in no time at all. We are returning in September and we will have had four months carhire from them this year.Thank you to all the staff at Malagacar.com
Van: Liz Wilkinson
We have just arrived to Denmark yesterday after a lovely week in Torrox just outside of Malaga.
Like we did last time, we rented a car in your company and we want to thank you for a fantastic service - both when picking up the car and returning it before leaving Malaga. It was such a good experience renting a car by Malagacar.com and we will recommend you to all friends and family. We have used other companies earlier but after trying Malagacar.com we will come back to you next time we are going to Torrox, and next time, and next... :-)
Again, thanks for a fantastic service.
Steen Holsteen Jessen
Line Lauth Gøttler
Van: Line Lauth Gøttler