Very disappointing and dishonest! I booked a car for 14 days but informed the company I was returning the car a day early before I arrived. I was still charged for the full 14 days on arrival and told it would be refunded on my return. On returning the car I was told I could only be refunded by sending an email. I did this the next day and now 2 1/2 weeks later and several emails chasing payment I still have not had a refund. Not what I call good customer service and at the moment I doubt if I will ever get my money refunded.
Reply by MalagaCar.com
You are right, we told you we were going to refund for 1 day you didn’t use the car and this is what we did. On August 7th we refunded tou 19,46 €.
J. Alberto Anglada
From: Chris Churchill
I would like to share my experience with Malagacar.com.
For 5 years we have been renting a car when we arrive in Malaga. We usually stay in Marbella.
Until now, we went through the competitor on the left (company that likes blue and yellow colors; I do not mention any names so as not to be defamatory); for 2 years, bad experiences when returning the vehicle wanting to charge us for existing light impacts before us.
This year we changed to Malagacar.com and rented for 2 weeks from 4 to 18/08; Comfort Pack for €266
My experience: We are in Tarifa, Playa de Bolunia, more than 100km from Marbella. The car won't start. I have a doubt about the type of gasoline put in the morning in Marbella. It was a Diesel vehicle and it is not impossible that I loaded 20l of unleaded gasoline; usually, I always have a gasoline vehicle (be careful because apparently this happens quite often for us French people, the word Gasolina is misleading (close to diesel). For Diesel you have to take Diesel...
At 8pm, I contact the agency which sends me a breakdown service within 40 minutes. It may seem long but given the corner far from any city.
The breakdown service finds that I will not be able to leave with the vehicle, warns the agency which sends me a taxi to pick up a new vehicle in Malaga.
At 9:15pm, the taxi picks us up, drops off my wife and my 2 little ones in Marbella. He then drops me off at the Malagacarcom agency at Malaga airport. In 5 minutes I have a new vehicle.
I insist on having possibly made a mistake with the type of gasoline; they don't believe it too much as it seems strange to them to have been able to reach Tarifa from Marbella. I ask them to keep me informed, aware that there are costs to be paid in case of an error on my part, to hear "No Problema"
In the end, all these mishaps cost me nothing. The situation could have been very painful with children aged 6 and 11, night falling, far from everything and we kept no bad memories of it. And no headaches with my wife :-)
To finish, when taking and returning the vehicle, the company does not care about scratches, light impacts so everything goes quickly.
I wanted to share this experience to demonstrate the seriousness of this company.
From: Jean-charles Le Diodic
Pleasant hire car company. Would have awarded 5* but for some hiccups. 1. No one holding their sign after 1st sliding, not even after the 2nd sliding. Fortunately a kind gentleman for another company helped locate her. She was a small girl chatting with friends. 2. Booked an automatic car but somehow ended up with a manual . Not aware of this until too late. The print out indicated LC group ie manual . Can't figure out why not use Manual group. 3. Intended to hire a BMW 1. Rang them before booking and was assured that's what I'll get. Not so on arrival even though there were BMW 1's in the garage. 4. No car manual to read. As stated apart from the above the experience had been pleasant .
Reply by Malagacar.com
Thanks for your review. We are sorry you were not fully satisfied with our company (for us, there is a big difference between 4 and 5 stars).
I will have a word with my colleague Elisa, who is the girl who was at the airport. It is the first time a customer is not happy with her service and I like to know what happened and why she was chatting with other people.
The car booked by you was a manual one so maybe you made a mistake during the booking.
When a group is chosen, we guarantee a model or similar. You got a new Audi A3 (group LC).
We cannot leave the manual instructions because they are taken by some customers. Anyway they would not be in English.
J. Alberto Anglada
From: Boon Tan
Big unexepected disolusion just experienced , resevated a car for 6d holliday ,(done freqentilly last year ) . Not posible sir , no visa ! not even with spanish banccard or cash . We feld realy akward this was happening . Seems usual but not mentioned on site ,even on reservation mail y can pay cash at desk while pickup your car . Realy unhappy feeling when you arive . Other company did by the way .
Reply by Malagacar.com
Before you made the Booking you accepted our terms and conditions which are:
Payment is completed upon collection of your vehicle with VISA, MasterCard or AMEX credit card. You can pay with a debit card (Visa or MasterCard) or in cash (a valid debit or credit card is required) when you book the supplementary insurance (extra insurance) or the Full pack rate. The credit card holder must be the lessee (main driver).
J. Alberto Anglada
From: Maton Stef
In July (16 - 30.07) we rented a car with Full Pack. Car = Top condition with a slight dent in the driver's door and some scratches on the back right. When I wanted to show this to the employee to include it in the rental contract, he waved it off and said: "Don't worry, I have Full Pack (without deductible)"! Then I thought to myself: "... will this go well?" Because afterwards it is often said: "That wasn't there before and look at the small print". Are they really that relaxed here? or is the thick end still to come? No!! 2 weeks later at the return again pure relaxation! Looked whether the car was clean inside, mileage, fuel level! Everything Ok! 5min. later we sat in the van on the way to the airport. We have never experienced such a relaxed, fast and uncomplicated car rental, and the price was also right! Conclusion: Always happy to do it again, and next time too! Top 5.9 stars!!! Thanks to the Malagacar.com team P.S. How do you get a customer account?
Answer from Málagacar.com:
Hello Thomas, thank you for your review!
Please always book with your customer login for your increasing discount. (1-5 rentals: 5%. 6 rentals: 6% ... 20 rentals 20%).
If you haven't used it yet, you can request your login via this link: www.malagacar.com/password_help_en.html
From: Thomas L.