Firefly Car Hire Malaga

Booked via Holiday Extras and bought "full insurance" - what a waste of time. When picking up car in Malaga airport told the insurance had nothing to do with them and were tricked into having their insurance to the tune of 196 euros. What the hell did I pay full insurance for - still trying to find out!!!! Will never use again or recommend - should have stuck with Record who we usually use. Terrible.

Do not use this firm. They charge you for insurance that you haven't agreed to and then refuse to refund it. I hired a care with them having already bought the excess insurance, unbeknown to me they still added it to the agreement, I don't know how as it isn't clearly stated and I would have told them to remove it had I seen it on there or even had it mentioned. In the current financial climate I sincerely hope this firm goes under.

We hired a car from MAlaga airport. A car that had alot of damage. We were told to take photographs of the damage and email in which we did as its very hard to get back to the desk. They kept our original documentation also and will not send back to us. They were not very nice to deal with and despite showing them pictures of the damage they would not back down.

the car we rent with firefly had already 14 reported scratches all over the car when we took it from the airport.when we handed back 1 month later the pretended that we made another one . when we checked the control paper, we found out that they put "crosses" ( for the reported damages) where there was no damage and then they pretend that you made new damages just next to that "cross" . The staff there in Malaga airport is just so arrogant and impolite they told me that their life was so much more important than having a discussion with me )when I refused to sign to return paper with the supposedly new scratch ....NEVER AGAIN

I would not recommend this company to my worst enemy.....

My experience was strikingly similar to many reviews in this forum, so similar that I have formed the opinion that their business model is to try to sell expensive insurance to customers who already have it, and when this fails, fabricate evidence of minor damage to the returned vehicle. They then super-inflate the repair costs and expect the customer's insurance to cough up.

Firefly/Hertz should be prosecuted as their behaviour, in my view, goes far beyond mere sharp business practice.

We rented a Fiesta from the Malaga branch. When we declined their insurance after the expected hard sell the rep's attitude changed. She rubbished the insurance we had bought through Holiday Autos and became very cold and abrupt, as though I'd just insulted her mother. 'Where is the car parked please?' I asked. 'Somewhere out there' she replied, waving towards the carpark and avoiding eye contact. Great customer service.

The car was a bit long in the tooth with 50 odd k on the clock. There was no aerial and we counted 15 areas of damage not all of which were recorded on the hire documents. I returned to see the employee of the month who seemed rather annoyed at me for some reason. I eventually got a member of staff to update the damage on the documentation and off we went.

We didn't use the car much, not even using a full tank of fuel. It was carefully parked at all times and we returned it, out of hours, noting that there was no additional damage.

You know what happened next, don't you? You are right, we received correspondence containing 'evidence' that we had caused the sixteenth piece of damage to this vehicle. How on earth did I manage to find somewhere to damage that was not already damaged? All the popular sites were already taken! The photos were indistinct and could have been from any place on any car. The 'scratch' looked more like a scuff which you could rub off with your finger but their expert assessor put the damage at nearly 200 euros.........WHAT!!!!

I have told them via their website not to take this money from my card as I require better 'evidence' than that provided......I await their reply but, given their reputation, I expect them to take the money and ignore me.

I feel helpless, a victim of crime, and I am seething at this company.

I hire cars 2 or 3 times each year and I have never been treated so badly before. This was my first and last experience with Firefly but I am a Gold Card member with Hertz.....They have just lost me as a customer too.

I don't suppose they care.

After last years fiasco with centauro I was not relishing hiring a car this year. I once again pre-purchased my excess ins in uk and booked my car through auto Europe(no probs) the rental group was firefly, who I hadn't used before and the car for three weeks was under £15! I expected a rough ride when they tried and failed to get me to buy their excess waiver ins. I gave the car a good look over and took it away . I have a car in spain so this was a cheap way to get to and from the airport and it was parked up the whole of the holiday. On returning the vehicle I noticed the mileage on the agreement didn't match the the actual car mileage and was short by 1800kms. The car had a limit of 60km a day I pointed this out to them and thought that was that. A few days after returning home I was charged £247 for extra miles. I contacted them and they apologised for the error and have promised to repay the money to me. So I am a very happy bunny and will be using them again.

Dropped off our car a short while ago. The pick up was a nightmare a week ago with long queues so we left plenty of time for the return. Could not get parked close to the drop off so parked where we could. We did not take their insurance but bought ours beforehand.

I was very concerned on our return, we checked the car for dents and scratches but found nothing greater than the 10mm they advised of. Like another family dropping off we doth had the same experience. We barely used the car and the lady went straight to the car and pointed out damage to the bonnet! We were looking for dents and the like but not this and cannot believe it.

The staff really could not care though I did ask for the complaints book and will formally follow this up.

They seem to pray on those hiring and not taking out their full insurance so please be warned as we will never use them again and I suggest no one else does.

Hertz the parent company should be ashamed and embarrassed of the company.

I hire a car thought Auto Europe which in turn used fire fly when I got there the lady at the desk could hardly speak English they charge for cc and service charge but the worst was that they put an extra insurance who I didn't want or ask for total rip off even Auto Europe said they should not put it on but they get you to sign on the pretext that it all refundable if the car is undamaged, but it looks like company don't care I even ask for a good will gesture not a chance it looks like I have to gave a star sorry but they are not worth 1 star

Do not rent a car from this company, ever!

We arrived at the Firefly office at Malaga airport at 22.00hrs, the stated pick up time, tired after travelling and ready to complete the final stage of our journey. After waiting 2hr 20m I then had to deal with a confusing conversation with the Firefly rep who was trying to sell us additional insurance we did not need using broken English , I clearly said no repeatedly- only to discover £133 had been charged to my credit card the day after I returned home.

The first car we were given had dents and scratches all over (not recorded on the condition report), there was also a sizeable chunk of the rear tyre missing- this could have been extremely dangerous. We returned to the desk and were given another car- this was better but again had scratches and dents not recorded on the condition report. I thought I had hired using a reputable company 'Holiday Autos' and naively thought they would have vetted the suppliers they used, obviously not looking at the ratings and complaints I've seen online since. I completed the Holiday Autos feedback form when I returned, but no one has contacted me for further information- I won't be using either company again in the future and will advise anyone else I speak to the same, extremely disappointed!

I booked a car for 29 days using rentalcars.com. It was for a Renault Megane or similar from 28th March until 26th April to be collected and returned at Malaga airport. The quoted rate included normal insurance with CDW and we had taken out extra insurance to cover the potential 1000 Euro excess.

When I came to collect the car the lady at the desk wanted a credit card. I told her that I had paid to Rentalcars.com all insurance plus extra cover for the excess. She insisted on a card and then asked me to sign a form. I had no choice as she would not have let me have the car. I thought it was just to put a block on the card to cover any claim. I did not expect any charge to be made unless there was an accident or other reason.

On our return to UK we found the charge which had converted to £188.81. We contacted Rentalcars who say they are unable to help as I had signed the form at the desk in Malaga.

Having taken out the insurance with Rentalcars Firefly had no reason to charge again and the way it was done was underhand and unclear.

We tried to get a refund but no reponse to email and the phone is never answered.