Of course now 2 + months later I have heard nothing back from Record Go.
I asked them to provide details and evidence of how my behaviour was deemed to have been inappropriate or abusive by their manager. I also stated that I had never raised my voice, been abusive or used threatening behaviour in any way.on the contrary that was what their staff had done to me. I would not be forced to sign up for additional insurance. I responded by explaining that I had just questioned what I was being told by Record Go staff and requested that the terms of my online reservation were complied with i.e. After about a month one of their 'Customer Service' agents eventually responded to say that they had checked with there manager at Malaga, and because of my 'inappropriate, abusive behaviour' they would not be taking my complaint further. I wrote to Record Go outlining the above scenario and asking for a refund of the additional insurance. I felt I had been threatened and coerced into taking an insurance I did not ask for and (as I found out later when reviewing the reservation conditions) not required. After some time repeating the above process, I very reluctantly took the additional insurance in order to get the car I needed. I asked him to remove the additional insurance. I said I would cancel the booking and go elsewhere to rent a car. I said that is not what it says on my reservation. He then said I would not be allowed to take the car unless I took out the additional insurance. He laughed in my face and said did I really think I could hire a car for 1.5 days for only Euros 50? I said that's exactly what I did in Bilbao. I said I had booked and taken the basic insurance at the Record Go desk in Blibao. I queried why I was being asked to sign up for additional insurance over and above the basic (at a cost of Euros 77 for 1.5 days rental). He then escorted me there and started filling in responses for me rather than allowing me to do so. The person/manager there said as I had booked online I had to complete my booking via a customer terminal. On arrival I went to the Record Go desk in terminal. 1 hour to get the car - but at least it was what I booked and the terms of the booking were applied to the rental. At Bilbao, the office was hopelessly understaffed and it took c. In both cases I elected to take the basic insurance as I have separate annual insurance policy to cover the excess if required. I booked 2 car rentals online in May.one at Bilbao Airport and one at Malaga Airport.