Record go Mobility Reviews 

My financial issue has now been resolved thanks to the Full Protection insurance that I purchased through Booking.com. However, I still want to share my experience because my complaint is no longer about the money. It is about Record Go’s complete lack of communication and transparency.

I rented a vehicle from Record Go at Palma de Mallorca Airport through Booking.com.

The experience started badly at vehicle collection. The process was extremely slow and disorganised. There appeared to be a clear difference between customers who had booked directly with Record Go and those who had booked through Booking.com. Initially, Booking.com customers were not allowed to use the self-service kiosks, while other customers could. After almost one hour of waiting, we were suddenly told that we could use them after all. This caused unnecessary delay and confusion.

The vehicle itself already showed several visible signs of previous use and existing damage.

After returning the vehicle, I first received an email confirming that the rental agreement had been completed successfully, that the unused fuel refund had been processed and that the €1,100 security deposit had been released.

Shortly afterwards, I received another email claiming that several damages had been identified and informing me that €730.63 would be charged to my account.

I immediately disputed responsibility because no accident, collision or incident occurred during my rental period. I requested the inspection report, supporting photographs, comparative evidence showing that the alleged damages were not present before collection, clarification of the costs and an explanation of how liability had been attributed to me.

Despite sending several detailed emails, I never received a single response from Record Go.

The money was nevertheless charged from my account while my dispute remained completely unanswered.

Fortunately, I had purchased the optional Full Protection insurance through Booking.com. After reviewing the documentation, the insurer approved my claim and refunded the full €730.63.

However, that does not excuse the way Record Go handled the situation.

A company that charges a customer such a significant amount should provide clear communication, supporting documentation and a proper response to a formal dispute. In my case, I received no explanation, no inspection report, no evidence and no reply to any of my emails.

Based on this experience, I would not rent from Record Go again.

I pre-paid for a car for 4 days from Bergamo, when I had to pick it up it turned out that you can't go outside of Italy with the car, and there is work for one day in Switzerland, they recommended that I take the car from another company with the assurance that they would refund my money, but they didn't refund anything with 1000 management. I will not repeat this mistake with this company again

They charged me the fuel + taxes even though I filled the tank
Horrible service
Bad cars
Waiting for nearly 2 hours to get the key and car wasn’t washed yet
Replacement car smelling cigarette , full of scratches
Cannot trust them

Picked up car at Malaga Airport after an hour and a half wait. Totally unsatisfactory. While the car was great, when I returned it, I took the keys to the return desk. The guy asked about fuel, I told him I had just filled it at BP nearby and asked if he wanted to see the receipt. He refused and said I was good. Not so fast I said...please have someone inspect the car. They did and said I was good. I received an email and left. In the airport terminal while waiting for my flight I reviewed the attachments and it appears that they are keeping my fuel deposit. They have no customer service to contact.
AVOID, AVOID, AVOID.

Avoid this company at all cost. They scam you on their total coverage insurance and charge you for pre-existing damge. I never had such a terrible experience and I regularily rent from other companies. They are absolutely dreadful!

Will never hire with this company again (did so through easyJet)....shuttle bus did not arrive at Madrid airport, despite waiting over an hour. We arrived after 9pm in the evening and could not contact their service desk. In the end had to take an uber to our hotel.

I waited 3+ hours to finally get to the front desk after the ticket machine breaking, the ticket showing screen breaking and a single staff member being present. Such a joke. They probably do this on purpose to just make people walk away and give up because that way they don't get a refund. Disgusting

If you are are friend of hours of waiting, bad service and framed Scratches on your car this is your Company. Never again.

If you need to be somewhere and don’t have 2 hours after a flight to stand in a queue then DO NOT COME HERE!
We have done everything online but still are 30 people deep in a queue- unacceptable!

Terrible in Barcelona airport ! We waited 3 hours to get the car we had already paid and service was incredibly slow and disorganized! Never again!!!

We have been waiting for nearly 2 hours at Malaga airport to collect our pre booked car. It is the only rental place in the airport with people waiting and they are very unhelpful. 10-15 minutes to process each customer we’ve been told. Absolutely appalling.
We eventually gave up and hired a car from Sixt instead who were really friendly and helpful.

Returned the car full having filled up at a local petrol station - passed petrol receipt to record go staff - despite 10 emails ect the 115 fuel deposit has never been refunded.

Extremely poor experience with Record Go Malaga Airport and VIP Cars.

I booked the rental car through VIP Cars, with Record Go as the local supplier at Malaga Airport. Both companies played a very negative role in what became an extremely frustrating experience.

The problems started already at pickup. After completing the paperwork at the Record Go desk, we were told to wait for our vehicle. After 30 to 45 minutes without any update, I returned to the desk myself. I was then told that Record Go could not locate our allocated vehicle, which had apparently been “lost at the car wash”. Nobody had bothered to inform us while we were waiting.

The situation at the desk was chaotic. Several customers were experiencing substantial delays and complained about the service. Their complaints were justified and were not abusive or impolite. Nevertheless, a Record Go employee, who appeared to be the team leader, responded by shouting at customers. This was completely inappropriate.

Record Go then tried to allocate another vehicle to us. The employee explicitly said it would be supplied under the same terms and at the same price as our original booking. When she indicated that car by flashing its lights, another customer protested because the same vehicle had already been allocated to him. Eventually, after more confusion, we were given an other car, again with the explicit confirmation that it would be under the original terms and price.

At no point were we offered or did we accept a paid upgrade. Record Go was simply unable to provide the vehicle it was contractually required to supply and selected another available vehicle as a solution to its own operational failure.

After returning the vehicle, Record Go charged me for alleged damage that I strongly dispute. I had recorded a detailed drop-off video in the Record Go return area, showing the vehicle, registration nuber, and the relevant front-left area where the damage was later alleged. The alleged damage is not visible, which was confirmed bij VIP Cars. The original iPhone metadata confirms that this video was recorded at Malaga Airport at 09:53, shortly before the agreed 10:00 return time. I also have evidence of refuelling at 09:43 shortly before drop-off.

Record Go relied on close-up damage photos that do not identify the vehicle, combined with an overview photo that identifies the vehicle but does not show the exact alleged damage area. I repeatedly asked for proof that an actual repair had been carried out, such as a repair invoice or workshop report, but this was not provided.

VIP Cars then handled my complaint extremely poorly. They confirmed, after reviewing my video, that no clearly visible or obvious damage corresponding to the alleged issue could be identified in the disputed area. But instead of drawing the logical conclusion, they kept introducing procedural objections and side arguments.

First, the video was questioned because there was no visible date/time stamp inside the image. When I provided iPhone metadata showing the exact time and location, that still did not lead to a fair reassessment. The complaint handling became a circular process: every time I addressed one objection, a new obstacle was raised.

In the end, VIP Cars simply stated that the internal review process was concluded, without resolving the core evidential problem: Record Go had still not proved that the alleged damage was present on my vehicle at the exact time of return or that it occurred during my rental period.

In my view, Record Go showed no willingness at all to take the customer’s evidence seriously, and VIP Cars failed badly as the intermediary responsible for handling the complaint. This felt like an attempt to turn a disputed and unproven damage claim into extra income, while making the complaint process so frustrating that the customer is expected to give up.

I would never rent from Record Go again, and I would also not book through VIP Cars again.

I never write this kind of complaint or review but I am seething!
Upon arrival, we waited approximately 45 minutes before being attended to. We were then informed that we needed to purchase additional insurance despite already holding comprehensive private insurance cover that we have maintained for many years. We were subsequently advised that we should also purchase breakdown cover, as otherwise we would be responsible for recovery costs should the vehicle break down.
After completing the paperwork, we did not receive the vehicle keys until approximately 1.5 hours after first arriving at the rental desk. We then located the vehicle in a poorly lit parking garage where visibility was extremely limited. Due to the inadequate lighting, it was not possible to carry out a thorough inspection of the vehicle. We moved the vehicle to a larger parking space in order to examine it more closely.

The vehicle was already in poor condition, as evidenced by the video we have provided, showing numerous scratches, dents and general wear. Concerned by its condition, we requested that a member of staff inspect the vehicle with us. This request was refused. Instead, we were told that any damage under 4 cm was not considered significant and that we should simply record a video. We were made to feel as though we were inconveniencing staff by raising our concerns and requesting an alternative vehicle, and we were effectively ushered away without assistance.

This brings us to the circumstances surrounding the vehicle return.

When we returned the vehicle, staff members were waiting in the garage with an iPad, approximately six metres from the car. One member of staff approached only to verify the fuel level and advise us of the refuelling charge, which we fully accept.

However, no comprehensive inspection of the vehicle was carried out. Instead, the staff member immediately approached the windscreen and pointed out a small chip. Given that the vehicle was in a dark garage and the windscreen itself was dirty, we found it remarkable that the chip could be identified instantly without any inspection of the remainder of the vehicle.

We were not given a reasonable opportunity to present the video taken at collection or explain the circumstances under which it was recorded. As first-time recipients of a vehicle in such poor condition, we did not physically run our fingers over every section of the windscreen to detect microscopic imperfections.
Due to the poor lighting conditions, a second iPhone was used as a torch to assist with recording. While the chip is difficult to identify once the video is compressed and transmitted by email, we have provided a still image taken directly from the original recording and marked the location of the chip. The chip is no more then 2mm.

We have also included a photograph taken immediately after your staff member identified the chip, clearly demonstrating the minimal size of the indentation and confirming its location.

Given the manner in which the chip was identified immediately, without any wider inspection of the vehicle, we are concerned that this damage may have already been known to staff prior to our return. We also question how many other customers may have been charged for windscreen replacement under similar circumstances.

We emailed all this information with the evidence but
2 days later £831.15 has been taken out of our deposit !!! We have started the official complaint procedures!

UPDATE: after sending numerous emails with evidence that damage was existing, requesting damage report, quote for repairs and proof if invoice we have still not hear anything. Albeit having hire car insurance , the insurance company will not accept a claim without this evidence, which now makes me think why are we taking this out? We have now contacted our bank... they are refunding us and give Record Go 5 days to respond or else they will take the monies back from RecordGo, watch this space.
Thought Ill let you know, the car was a Toyota Corolla, reg 9663MYT

60+ minute wait at the airport then fined for damage with photographic evidence being submitted after drop off at a different bay location. No response to emails with video evidence showing no damage.

Upon arriving at the airport the details said to go to the office near baggage claim which was closed. Then visited the next one with a huge queue and only 3-4 people working the desks versus the 10+ empty. There was a seperate queue for self service screens but they then stopped working and people were pushing in the the line.

The website when trying to complain directs you through to a new car hire as opposed to being able to detail your feedback.

Hier is een krachtige maar nette Engelse versie van je klacht:

I rented a car through Ryanair from GoMobility Car Rental at Mallorca Airport. I had already paid the full rental amount in advance with my credit card.

However, when I arrived at the rental desk, the employee suddenly demanded an additional €304, and even the agreed security deposit was increased by another €100 compared to what had been stated when I made the booking.

I refused to pay these unexpected charges, left the rental desk, and took a taxi instead.

I find this an outrageous way of trying to extract extra money from customers. It is also very disappointing that Ryanair chooses to work with a company that uses these kinds of business practices.

I have lost the money I already paid for the rental, but I honestly believe I may have avoided even more problems by refusing to accept these unfair and unexpected charges.

A a positive point: the car was OK, although a smaller one than I asked for.
The company is located away from the airport so you are at the mercy of their shuttle bus. And since the personel in the Athens office isn’t really of the friendliest kind, this makes the experience a bit negative.
Other than that it’s OK.

I will write this short because thanks to these scammers I am already late to my flight. After we refused to pay for their extra services and insurance (We already insured our rental through booking.com) the total atmosphere changed. The clerks became mean spirited and passive aggressive. They started to purposely waste my group time.

But that was the minor issue. When we came back with our scratchless car. The representative of record go suddenly lay on the ground near the front corner of the car put her hand under the car and suddenly "found" a scratch. She didn't look under any other part of the car or under the second car we rented. She again started to waste our time when we already were late because we were waiting for her to check the cars for 35 minutes. She claimed she needed our passports, credit card and driver license when we already gave her them when we first rented the cars. And of course she took her sweet time handling the process to make sure to waste as much pf our time as she could. Stay away from record go the cheap price doesn't worth the hidden fees and terrible service.

I booked a certified infant car seat for my 3-month-old daughter through their website (case no. 1072619). Upon arrival, no adequate seat was available: the only options were dirty, stained, in a deplorable condition and the wrong size for a baby of that age and weight. Completely unsafe and unacceptable. I was forced to purchase a car seat on my own to transport my daughter safely. The most outrageous part: despite having charged the full amount for a service they never properly provided, the company has the audacity to refuse any refund, falsely claiming the service was correctly delivered. I have photographs, video footage and eyewitnesses that prove otherwise. Formal complaints are active before consumer protection authorities. If you are travelling with a baby, stay away from this company.

I had one of the worst rental car experiences of my life with Record Go Mallorca Airport.

I accidentally put 12.21L of diesel into a gasoline car, but I realized the mistake immediately and NEVER started the engine. I contacted Record Go right away, followed their instructions, took the taxi they arranged, and their tow truck picked up the vehicle directly from the gas station.

Despite this, Record Go charged me €1,400 on the SAME DAY without providing any proper technical inspection report, repair details, photos, or towing documentation.

I repeatedly requested:

* official engine diagnosis
* repair invoices
* towing records
* proof of actual damage

They ignored every request.

An invoice alone is not proof of damage. It felt like they automatically applied the maximum penalty to a foreign tourist who had no realistic way to fight back before leaving Spain.

The most shocking part was the complete lack of transparency and communication. Once they took the money, they simply stopped responding.

I strongly recommend tourists to be extremely careful with this company. Keep every document, record every communication, and check your card statements carefully after returning the vehicle.