Record Go - What You Need to Know Before Disputing
Record Go Alquiler Vacacional S.A. operates rental locations across Spain, Portugal, Italy, and Greece. They are owned by the Spanish private equity firm Mercapital. Record Go handles all damage claims in-house rather than using a third-party claims handler. They hold a 2.6 rating on Trustpilot across more than 26,000 reviews. The most common disputes with this company involve systematic inflated damage charges and billing for pre-existing damage present at pickup.
Known Complaint Patterns
- "Felt by hand" damage claims: Staff claim to detect damage by touch that does not appear in photographs. You can challenge this subjective assessment since damage charges require objective, documented evidence.
- Quick turnaround charges: Record Go often charges your card within hours or days of vehicle return. This timeframe is too short for a proper professional damage assessment and independent cost estimate.
- Charging full replacement costs: They systematically charge for full part replacements, like a completely new windscreen, when a minor repair would work.
- High-pressure insurance upselling: Staff use aggressive tactics at the rental counter to push additional coverage like SCDW.
Key Contract Terms and Gotchas
Customers must file an accident report at the RecordGo office upon vehicle return. Any unreported damage discovered after return is treated as negligence and subject to additional charges.
This requirement lets Record Go control the narrative. If they do not conduct a documented check-out inspection with you present, they cannot later claim you caused the damage. The burden of proof rests with them.
RecordGo determines damage costs internally without independent assessment. Charges are applied to the renter's card, often without prior detailed invoicing.
This lack of transparency means you cannot verify the repair costs. The EU Unfair Contract Terms Directive (93/13/EEC, Art. 3) says terms you did not negotiate are unfair if they put you at a big disadvantage. You can challenge this practice because they fail to provide detailed repair invoices.
RecordGo offers various insurance products including CDW and SCDW.
Staff often employ high-pressure upselling tactics at the counter. If you felt pressured into buying extra coverage, this is arguably an aggressive commercial practice under the Unfair Commercial Practices Directive.
Unfair Contract Terms - Your Legal Ammunition
- Charging full replacement costs: Record Go often charges for full replacements instead of cheaper repairs. You can challenge this under the Unfair Contract Terms Directive (93/13/EEC, Annex e), which states consumers should only pay proportionate costs.
- Charging without proper invoices: Billing you without transparent cost breakdowns creates a significant imbalance. Cite 93/13/EEC, Annex l in your dispute letter to demand actual third-party repair invoices.
- Unauthorized charges: Applying border crossing fines or damage fees without explicit prior consent for that specific amount conflicts with the Consumer Rights Directive (2011/83/EU, Art. 22). Explicit consent is required for extra payments.
- Aggressive counter upselling: Pressuring you to buy insurance at the desk exploits your vulnerable position. This is arguably an aggressive practice under the Unfair Commercial Practices Directive (2005/29/EC, Art. 8).
How to Dispute a Record Go Charge - Step by Step
- 1File a formal complaint through the Record Go website complaint form. State clearly that you dispute the charge and demand a third-party repair invoice.
- 2Wait for their internal investigation. Record Go has a maximum of 30 days to investigate your complaint.
- 3Watch for their decision. They have 10 days after the investigation concludes to communicate their decision to you.
- 4Call their headquarters at +34 964 343 034 if they miss these deadlines. Ask to speak with the complaints department directly.
Escalation Path If Record Go Won't Budge
- 1Contact the Record Go Complaints Department via their website. They handle claims in-house.
- 2Call Record Go Headquarters at +34 964 343 034 to escalate to management if your initial complaint is rejected.
- 3File a complaint with the Castellón Consumer Office (OMIC). Since Record Go is registered in Castellón de la Plana, a local OMIC complaint is highly effective.
- 4Submit a claim through the European Consumer Centre Network (ECC-Net) if you live in another EU country.
- 5Use the European Small Claims Procedure (Regulation 861/2007) for cross-border claims under EUR 5,000. Spanish courts in Castellón have jurisdiction.