Record go Mobility - Madrid Atocha in Madrid

Surprisingly good experience. Booked via booking.com, I got a better car than I booked, in very good condition, an Aygo X which is perfect in a crowded city like Madrid. Note: you shall never accept any other insurance than what the rental company offers itself. I went for their Total Comfort cover, meaning there is no excess and no deposit for the rental, and the price was still lower, than the prices of bigger-international companies could offer without any insurance. Pick-up and Drop-off was very-very fluid and fast, Ismael at the desk speaks english very well, and really helpful in case of any questions. They also send the contract via mail, so all rules regarding usage and return are clear. The only thing I don't like, is the fuel policy, they charged 72EUR for refueling (which is 1.5x more than the fuel capacity of the given vehicle) without any clear indication, what happens if you are not fulfilling the terms of refuelling, I mean if they partially refund if some fuel is missing or the reciept is not from a nearby station (which makes no sense in multiple aspects), or nothing at all. Anyway I got the full 72EUR back, so I have nothing to complain about.

I made an unfortunate decision to rent a car here. they have the least desirable after sales customer service, a booking service that cannot book for you and an office that is not coordinated with their call-in reservation service. I booked a car for 7 days, I was not able to get the car on the first day of booking due to my lack of document. On the 3rd day I went back to resume my booking since I already have the required document. They were not able to give me one because according to them there is no available car anymore. So in between of the 3rd and last day of my supposedly car rental nothing is available. The call in reservation nor the office was not able to help nor even tried to help or give a solution, a flat out NO is the only answer I got from the, On top of this all, they would not even refund me for the remaining days. I am suggesting you all to highly reconsider using this company. Imagine if you are in the middle of your journey and you need to call them for assistance.

Aaron was fabulous! He exchanged vehicles at pick up, explains the contract thoroughly and was helpful and kind. Great customer service and I would not hesitate to recommend Recordgo based on the experience we had today with Aaron.

I would give them no stars if it was possible. Be aware of this company. My story is below and what I wrote to customer service. First I want to say that your car rental company is the biggest RIPOFF that I have ever used. I rented the car from your company thru Booking.com. Normally I book rental cars directly from the company, but there was quite a difference in price especially the full coverage insurance that I always take. By the way the girl at the desk still tried selling me your full coverage insurance. Why would I need 2?? When they sent me the confirmation from Booking.com they never sent me what's in your contract, nor did I receive it from your company thru email. When we arrived to your Madrid Atocha rental office of course they have you sign a contract. Who may I ask stands there and reads it all on an electronic pad??? No one!!! Everyone wants to just get on their way and of course your company knows that. The girl at the desk saw we had a dog (which by the way, being a Toy Poodle doesn't shed). She should have told me the car had to come back practically spotless clean. Now, yes my dog which never has done before vomited on one side of the back seat and I cleaned it to my best ability as we were traveling and visiting family. Now to be charged for a deep cleaning of the whole car interior at the RIDICULOUS price of 150EUR is outrageous! When I looked up the prices for Spain here is what I found. These prices are for the whole interior. La tarifa varia segun la zona de Espana en la que te encuentres y el tipo de limpieza que necesites. Para el saneamiento, de media, puedes llegar a gastar entre 30 y 50 euros. En el precio esta incluido un tratamiento completo que incluye la aspiracion de todas las superficies del interior de tu coche y, ademas, el tratamiento con ozono. Nice ripoff profit of 100EUR plus!!!! Plus the vomit was only on one side of the back seat, not all over the whole interior. Next I was asked for my gasoline receipt. I have rented many, many cars here in Spain and have never been asked for the receipt. All car rental agencies I have used just check the gage and if it's full or however it was when I took it that's it. The truth is I couldn't remember where I had put the receipt. I told the guy "just check the gage as it's full". Then he started to interrogate me as to where I purchased the gas. I said "just outside of Madrid". Next question "did I fill it up within a radius of 10 kilometers or was it more than ten 10 kilometers". What difference does it make as long as the gage marks FULL??? What kind of company are you running to treat customers like this??? Just for your information it was under 10 kilometers, but if it would have been over, what kind of ripoff price do you charge for that? I know most of the time you get by with your unfair practices because people do not want to take their precious time to deal with it. I am going to be posting on all social media that I can find including google, TripAdvisor etc. etc. regarding my experience with your company. I will never rent from your company again and I hope to inform your future customers not to either. Here are their charges for even dirt or leaving a bottle in the car. AMOUNT EXAMPLES EUR75.00 EUR150.00 Mud or dirt inside the vehicle Animal hair Sand Remains of waste (bottles, papers, food remains) Cigarette butts, ash Stickers Remains of cement, plaster or any other material that implies that the vehicle has been used for construction work. Vomiting Human or animal excrement Stains affecting the dashboard, seats, upholstery, padding, belts and elements of the passenger compartment in general Smell or stains of paint Smell or stains of chemical products Oil Fuel Last I asked them for a receipt from the cleaning company and this is what they answered. Please, keep in mind that we have checked all the information on several occasions, and we have provided you with all required information and documents. We therefore inform you that the review process of this case is concluded.

While the initial car pickup went smoothly, and I'm not even going to complain about the condition of the car (which was far from perfect), what really left a bad taste was the deposit situation. They asked for a 900EUR deposit for the car, on top of a 90EUR deposit for petrol. I was assured both would be returned within a couple of weeks after the car was returned. I made sure to inspect the car upon return with an employee to avoid any disputes, given the car was already damaged in some areas. She signed off that everything was fine. A few days later, I got the petrol deposit back, but as for the 900EUR car deposit? Still waiting. Weeks have gone by, and nothing. I followed up with my bank, and they confirmed that no refund has been issued. I tried calling customer service, but surprise - no answer, just an automated message telling me to go to their website, which has zero useful information about deposits. I sent an email via their web form - a generic email with no helpful information or contact details. I finally wrote to reservation email and followed up... still no response. What's worse is, after this nightmare, I checked the reviews here (which I definitely should have done beforehand), and it turns out the majority of reviews in the past 3 weeks are under 2 stars. This is clearly a pattern for this company. This is a seriously worrying way to conduct business. If you're comfortable with having 900EUR tied up indefinitely and dealing with nonexistent customer service, then maybe this place is for you. Otherwise, I wouldn't recommend renting from here at all - it is a joke. **edit** how can I contact you, when neither phone or email are being answered. The solution offered is useless unless there is a direct contact

How can i find the customer service? No one pick up the call and no one reply the email. I have returned the car with full tank but receive nothing about the deposit. Have reported to my card center - AE card and will report this suspicious case to the Authority of Madrid.

Avoid this company!! Record Go checked the car at the end of the rental and confirmed everything was ok. The next day they took 158 euro of my credit card. We were still in Madrid so we went to the downtown office. It's impossible to get/find a telephone number otherwise. Apparently they charged me for damages to the car and special cleaning. After I showed all pictures from the outside at the start of the rental, they admitted their mistake and refunded half of the amount. (We made a lot of photos and a video of the car at the start, as there were a lot more damages to the car than mentioned in the contract) A bit of sand on the drivers side is enough for them to charge for a special cleaning of 75 euro. This is a scamm and fraud as we didn't take the overpriced extra insurrance and they count on clients/tourists to leave the country after they return the car so they can't complain. It's impossible to get in touch with them if you can't go there physically. They offer interesting rates, but they will not lot you go without expensive insurance or they charge extra's of your credit card, even after they confirm everything is good and you are out of the city/country. Avoid this company!!

Nightmare this experience it's a nightmare, first we get to the airport RECORD GO asking for our car and the men tells us that our car RESERVATION is NOT THERE (I can't find you here) we start calling the record go and we find us in THE ATOCHA SUCURSAL, the lady Noir let us know that we NEED TO TAKE A TAXI EUR30 to get the car, (ridiculous) why someone will get a Taxi to get a rental? They never let us know when we bought the days . Noir,Record go clerk tell us will be good to buy the full guarantee ,will have EVERYTHING COVERED,"if you guys need us at any time will be there "she said, we drive the second day and we have a flat tire, we LOOK FOR THE SPARE TIRE to change it ourselves and THERES NO spare tire! We call Atocha Noir Record go and SHE / they NEVER ANSWERED, we kept calling another sucursal and Carlos answered we tell him we have a flat and there's no spare, he said he'll send someone to fix the tire, 2 hours later Luis (tow truck)men , look at the tire and said "I can't fix it " the tires are old I tell him we don't have spare and he tells us NO RENTAL HAS SPARES,we ask don't you have another? He said NO ,2 hours waiting and he didn't have a tire! He tell us he'll take the car to the company and I ask if we go with him he immediately said NO ! "Call the office they tell you what's next. We called Carlos Perez Gonzales again and again and again and another clerk Stephan answered we tell him we are waiting for the taxi and he says Record go will send someone to pick us up they are working on it we called every hour after they took the car and Stephan answered letting us know that It's OUR FAULT BECAUSE everyone should check for the extra tire we WAITED FIVE HOURS 5hrs for the taxi to pick us up, it was cold it was raining and we where outside in the road waiting for Record go people to do the job they promised they will taxi take us to Barcelona sucursal Francisco is there we get our luggage and backpacks INSIDE THE OFFICE WITH HIM, and one second after my BACKPACK IS GONE , from inside the office by the record go desk, I panicked and ask him to LOOK AT THE CAMERAS, that it was a woman that was sitting there when we walked in and he Tells me, that HAPPENED ALL THE TIME, I kept asking (Francisco ) to look at the camera he explain only THE POLICE CAN LOOK AT THE CAMERAS, I called the police and 20 minutes after my banks let me know they have transactions we obviously didn't do so we cancel my cards but still the THIVES GET ONE TRANSACTION WITHOUT PIN , we go to that liquor store and ask for the cameras video and same thing they have the video but ONLY TO THE POLICE they will show it , we go to the POLICE STATION AND ask to go see bot cameras they ask us to make a statement and then they will go check ,today we check the trunk and there's NO SPARE TIRE IN IT !!this is unforgivable we lost money personal jewelry and so many other irreplaceable articles and still No Spare in the Truck.