MalagaCar.com reviews - Page 159

if there is less than one start i would rate the service I had today !! i never had such customer service before , we considered today's attitude as VERY offensive . i hired a care last week and such nice lady from malaga car. office was assisting, Today i wanted to extend the contract for more few days. i tried the last 2 days to contact malaga car office by phone and emails and there was no answer, however, I went today to the office and there were 3 members of the malaga car team in the front desk , and with each of them i had a bad experience !! this is the summary : *staff number 1 (Lady) : i wanted to extend the contract for few days and asked if they can clean the car since im starting again the contract , she replied with a very frustrating tone , and I’m quoting '' ITS AN EXTENSION not new contract , you clean the car if you want'' . I think there are hundred ways for a better rejection answer!! *staff number 2 (man) :i asked again the same mentioned lady to offer me a discount (if possible) since last time i took the car with a very high rate due to the season , she asked her colleague, then he came and told me that if i want a discount he may increase the price!!! i didn’t get it if its a joke or he was serious? But it was very rude on both ways !!! *staff number 3 (2nd lady) : Afterward i had family discussion to change the company , but I had flight and there was no time for other options , so i got back to the counter to deal with the 2nd lady , she had the same attitude with the tone and the way of dealing , then I couldn’t take it more and i asked here: honestly why everyone here is angry? she replied : you maybe angry ? me not angry !!if you think we are angry its your opinion and your opinion i dont take it !!!! Imagine the reply I’m shocked of the way the staff dealt with us today , and I did regret extending my contract, such business needs more professional staff and mannerly attitude ! I hope that attitude wasn’t because who's with me were wearing “Hijab”!! Consider this as a complain of the awful service we had, and if the company management cares about not losing customers and their global reputation I’m expecting a proper reply and explanation! Thanks Afrah / Kuwait

Great how malagacar.com handled the damage with the dent in the door. I was only charged an amount of 150€ and the rest of the 1200€ was credited back to my credit card. It is a very fair and accommodating settlement. This car rental company is the best for me at Malaga airport and I say this from years of experience and without exaggeration!

I have hired cars with Malagacar for many years and have always been satisfied with the cars and the service provided

Everything is ok. Nice service, but the problem is only about traffic fees. I still don't understand why malagacar cannot charge me from my credit card.(I have enough funds to pay). Maybe there is another possibility to pay directly... still no answer. And how many fees I do have? Also no directly answer. The car was nice. Service good.

Reply from Malagacar.com
Dear customer, thanks for your review. After checking the system I can confirm you sent the email on October 18th and we replied to you a few minutes later. Regards
 
J. Alberto Anglada

Have used this company for years. Highly recommend. Very efficient. Never have to wait for pick up or drop off

I am renting a car for four months and I called up as the tyre pressure warning light was on. I was initially told to bring the car in but when I explained that I was in Marbella they sent a truck to put the spare wheel on. I was then told on the phone when I called them to get a new tyre and they would reimburse me, so I got a new tyre. They are now saying they won’t repay me as the Comfort pack apparently does not include replacing a tyre. So why did they tell me to get it replaced and they would reimburse me? (I was originally told to drive to their office and they would replace the car but they couldn’t guarantee what car would be available!). This is NOT good customer service at all and I am a regular customer!

Reply by Malagacar.com

Dear customer,
 Thanks for your review. We are sorry you had a puncture but that is not covered by the insurance. The car was rented under comfort pack and not full pack so you have to pay for it. T&C are clear about that:
 
“ THE RENTAL PRICE DOES NOT INCLUDE
Insurance excess and theft (only if you choose Basic or Comfort Pack Rate) and damages to tyres, rims, hubcaps, side mirrors, windows, locks and the bottom of the vehicle. An additional insurance is available to cover the aforementioned damages and theft at (in the case of not taking out the insurance offered in the previous point, at the time of picking up the vehicle, Malagacar.com reserves the right to charge the Excess amount as a deposit which will be returned to the client at the end of the contract if the vehicle is returned in the same conditions. Otherwise you will be charged according to the damage up to the amount marked in the attached chart):
Vehicles that are in groups A, B, C have an all risk insurance with 1000 € excess. The additional insurance to cover the above mentioned damages and the excess is 15 € per day with a minimum of 35 € and a maximum of 210 € per 28 day rental period. For rentals of 29 days or more, the price is 7.50 €/day.
Vehicles that are in groups AA, CA, CE, D, DA, EA, EC, EE, L, LC, LD, LF, LG, LH, LI, PA, PB, PC, PE, PF, PG, PH, PL, PQ, SA, SB, SE, SF, XA, XB, XC, XD have an all risk insurance with 1200 € excess. The additional insurance to cover the above mentioned damages and the excess is 21 € per day with a minimum of 63 € and a maximum of 273 € per 28 day rental period. For rentals of 29 days or more, the price is 10 €/day. “
 
Regards
J. Alberto Anglada

I have used the company many times over several years - always superb service! However, this time I got a minor scrape on the car so I will need the repairers detailed analysis and a copy of their invoice so that I can activate my own excess insurance in the UK. I hope that malagacar.com is as efficient in this regard as it is for other matters! I will let you know!

I have rented their vehicles on several occasions and all previous rentals have been satisfactory, except for the last experience I had with you. I always book with the all-inclusive option, but this time the fast delivery was not carried out and they offered me a higher category car, a Renault Megane. The surprise was that when I turned on the lights the front high beam on the left side was burned out. They apologized and offered me a Seat Ibiza. When I opened the car I saw that the rear tray did not belong to this car because it was larger and did not fit in the opening and the upholstery was full of stains. They offered me a Toyota Yaris and when I got in the car I was surprised to see that a hands-free button was missing. I mentioned this to the gentleman who served me and he returned the Renault Megane to me with an already changed bulb. The curious thing was that when someone sat in the seat next to it, the airbag beeped. I informed them by phone and they told me that since they were in Almeria they could not change the vehicle for me and that I should go to a workshop to fix the problem. There was the option to deactivate the airbag on the door side but for safety reasons I did not do it. According to my experience you did not fulfill what you detail in the guarantee: - "Fast delivery" - "Our cars are new, constantly checked and delivered in perfect condition (meticulously hand washed)." When I returned the car I asked to speak to the manager but they only asked me about what happened and the manager did not come to speak to me. Awaiting your comments receive a cordial greeting.

Response from Malagacar.com
Dear Mr. Casanova,
First of all, thank you for taking the time to send us your evaluation which is extremely important to us. We really regret what happened for not having given you the service you expected and for the problems with the cars when picking them up. I will take action to find out what could have failed because customer service is really important to us and we do not allow errors like those.
Greetings,
J. Alberto Anglada

Bad Customer policy. Hired a car for a week. Had problems with two flat tires. No crank in the car so I couldn´t change the tire myself. Called Malaga Car. The second time they told me to take the car to a tire shop and buy a new tire for 100 Eur. Said they would give me money back for the tire. Gave them receipt when returning the car and was promised to get money within a couple of days. Now it has gone a month and a half and I haven´t seen any money. Have written three mails to them, called to make sure the mails got there. No answer, just the verbal answer that "management" would get back tom me. Fraudsters. They know You wont sue for such a small amount so they just ignore You. Choose one of the bigger established chains if You don't want to risk trouble.

Reply by Malagacar.com
Dear customer,
We are sorry about the incident. The car was rented under basic pack conditions so tow truck service is not included, so this is why you were charged 75 €. The car was checked and the tools were in the boot, in the right hand side. Not easy to find them but they were there.
 
Regards
J. Alberto Anglada

Having parked in a public parking house in Madrid we returned to find a scratch in the front bumper of the car. According to the contract €1000 was debited on my credit card to cover the repairs. The repairs should cost a lot less than €1000 and you should credit my card the difference between €1000 and the cost of the repairs. I am waiting for this and the document describing the cost for the repair so I can get a refund from my Insurance Company. The car'registration number was 3543KLG. I have snt this request earlier and have been told that my request has been sent to the appropriate department, but no respose other than that has been received. Due to this I can only give four stars. Please inform of the status of this issue.