Charged by Record Go in ES? Here's Your Plan
Record Go Alquiler Vacacional S.A. operates out of Castellón de la Plana, Spain. Unlike many rental companies, they handle damage claims in-house rather than using a third-party handler. You are dealing directly with their internal complaints department. Spanish consumer protection law, specifically Articles 82 and 83 of the TRLGDCU, combined with the EU Unfair Contract Terms Directive (93/13/EEC), gives you strong legal tools to fight unfair charges. You have grounds to challenge unilateral damage assessments and inflated repair bills. Here is exactly how to use these laws to dispute your charge.
How Record Go Operates in ES
Record Go has a clear pattern of behavior in Spain, reflected in their 2.6 Trustpilot rating across over 26,000 reviews. Staff at Spanish airport counters frequently use high-pressure tactics to sell optional Collision Damage Waiver (CDW) and Super CDW products. If you decline, they heavily scrutinize the vehicle upon return. A common tactic is claiming to find damage 'felt by hand' that is not visible in photographs. They also systematically charge for full part replacements, like a completely new windscreen, when a simple repair would suffice. Record Go applies these charges to your credit card rapidly, often within hours or days of your return. They usually do this without providing an independent damage assessment or a detailed third-party repair invoice.
Your Legal Weapons vs. Record Go's Contract
Record Go relies on their contract to justify charges, but Spanish and EU law override unfair terms.
Unilateral Damage Valuation
Record Go determines damage costs internally and applies charges to the renter's card without prior detailed invoicing.
You can challenge this under the EU Unfair Contract Terms Directive (93/13/EEC, Annex l). This directive states that terms allowing a seller to determine the price payable without giving the consumer a chance to verify it are arguably unfair. Under Articles 82 and 83 of the Spanish TRLGDCU, unfair terms that cause a significant imbalance are null and void. Demand an actual third-party repair invoice.
Charging for Pre-Existing or Unverifiable Damage
Customers must file an accident report at the office upon return. Any unreported damage discovered after return is treated as negligence.
If Record Go did not conduct a documented check-out inspection with you present, you can challenge their claim. Under Directive 93/13/EEC Annex (e) and (q), shifting the burden of proof entirely onto the consumer is unfair. Record Go must prove the damage occurred during your specific rental period, not just that it exists now.
Charging for Third-Party Accidents
The renter is liable for the excess amount regardless of fault.
If another driver caused the accident, Spanish law is entirely on your side. Real Decreto Legislativo 8/2004, Article 1 establishes strict liability for the at-fault driver. Article 7 gives Record Go a direct right of action (acción directa) against the at-fault driver's insurer. Charging you the full excess when they have a clear statutory path to recover the money from the at-fault party is disproportionate compensation under Directive 93/13/EEC Annex (e).
Step-by-Step: Dispute Your Record Go ES Charge
- 1Gather your evidence. Collect your rental agreement, photos of the vehicle, and the exact amount charged. If you had an accident caused by someone else, you must get the police report (atestado). You can request this from the local police or Guardia Civil for a EUR 5-15 fee.
- 2Submit a formal complaint to Record Go. Use their official website complaint form or call their headquarters at +34 964 343 034. State clearly that you dispute the charge. If they charged you without an invoice, cite TRLGDCU Article 82 and demand a third-party repair bill. If another driver caused the damage, cite RDL 8/2004 Article 7 and tell them to claim against the at-fault driver's insurer. Record Go has 30 days to investigate and 10 days to communicate their decision.
- 3Initiate a credit card chargeback. If Record Go charged your card without explicit authorization for the specific damage amount, contact your bank. You have 120 days from the charge date to file a dispute. Provide your bank with your dispute letter and state that the merchant charged you for unverified damages.
- 4Escalate to Spanish authorities. If Record Go rejects your complaint or ignores you for 30 days, escalate the matter. Because Record Go is headquartered in Castellón de la Plana, filing a complaint with the local consumer office (OMIC Castellón) puts direct pressure on their home office.