AVIS

Dear Altroconsumo, I am submitting a formal complaint regarding a serious dispute with Avis Car Rental at Rome Fiumicino Airport on August 1, 2025 (Reservation No. 3563-8023-EG-1). The case involves misleading practices, unauthorized charges, and abusive customer treatment. Facts of the case: I had a confirmed reservation for a mini car for 6 days at €266. The day before my arrival, Avis called me and offered full coverage insurance for €32 (including taxes and fees), which I accepted. Upon arrival, Avis staff informed me the total would instead be €722. After I objected, the charge was reduced to €638 but without any explanation. Several extras, including insurance at €52/day, were added without my consent, and I was told incorrectly that taxes were 42%. When I attempted to show my reservation documents, the staff member refused to review them, behaved aggressively, and repeatedly used profane language (“vaff.....lo”). My booking already included Airport/City Surcharge, Young Driver Charge, Local Tax, Vehicle Registration Fee, Theft Cover, Damage Cover, and Unlimited Mileage. Despite this, many additional charges were imposed. The car provided was dirty and not fully fueled. I took photos of the fuel level and informed the same staff member, who said it was noted. Despite this, my card was charged €776. When I returned the car on August 7, nearly €50 was added as a fuel charge. The receiving staff member confirmed it was already noted and would be waived. He only asked me to sign on the tablet for “on-time return.” Later, I was shocked to receive an invoice for €705.57 including this unjustified charge. Attempts to resolve directly: I contacted Avis Customer Service several times, providing documents and photographs. On September 17, 2025, their final reply dismissed all my concerns and stated that the charges are “valid,” without addressing the evidence I submitted. Concerns: Lack of transparent and correct pricing Unauthorized and misleading charges Aggressive and abusive behavior by staff Refusal to properly respond to consumer complaints This does not appear to be an isolated case. Many reviews on Google Maps for Avis Rome Fiumicino Airport describe similar complaints about unexplained charges, poor service, and abusive treatment. Request: I kindly request Altroconsumo’s assistance in: Reviewing my case, Supporting my request for reimbursement of unauthorized charges (insurance extras and unjustified fuel fee), and Taking action to stop these unfair practices that affect many consumers. I have attached my reservation, invoice, correspondence, and photographs for your review. Thank you for your support and guidance.

Dear Altroconsumo Team,I am a Turkish consumer with a disability (Multiple Sclerosis, EDSS 6.0, using double crutches) who rented a car from Avis in Italy (Milan Linate to Rome Fiumicino, RA 157099095, from 13/08/2025 to 23/08/2025). I am complaining about unfair overcharging for alleged damage, contract violations, and potential discrimination in surcharges for automatic transmission vehicles, which are a necessity for disabled drivers, not a luxury. This may constitute unfair competition and violation of disability rights.Key Issues:Unfair Damage Charge: Charged 455.36 EUR net (555.54 EUR gross) for a tiny dent (3-5 mm) on the hood, classified as 51-200 mm without proof. My photos show it was pre-existing, but Avis provides no pre-rental evidence. The contract listed other significant damages, but not this. No actual repair confirmation provided, yet downtime fees added. Contract Mismatch: Contract specified a white vehicle, but gray delivered – no inspection at delivery. Vehicle delivered remotely without staff, preventing verification. Lack of Transparency: Charged without invoice at return; rushed signature on handheld device without showing details. I emailed for vehicle change on 13/08/2025 due to dissatisfaction, no response. Total Overcharge: Estimated 1,198.85 EUR, charged 1,865.49 EUR (difference 666.64 EUR). Fuel charge accepted (56.16 EUR net). Disability Discrimination and Unfair Surcharge: As a disabled person, automatic transmission is essential, not a luxury. Italian law (Law 104/92) and EU Directive 2000/78/EC prohibit surcharges for disability accommodations. Avis applied premiums for automatics and did not include full insurance in the initial price, unlike competitors who offer similar rates with full insurance included. Avis refuses to refund or provide proof, directing to BVRLA/ECRCS/Visa. As the rental was in Italy, I seek your assistance under Italian consumer law (Codice del Consumo) for refund and investigation.Attached:Rental agreement. Invoice. Photos (pre-existing damage). Correspondence with Avis. Disability report (EDSS 6.0). Please advise on next steps.Best regards, Çağatay Özerk cagatayozerk@gmail.com (mailto:cagatayozerk@gmail.com) Phone: +905338106982 Address: Emirhan Cad Karakis St, Besiktas, Istanbul, Turkey

Il 12 agosto 2025 ho ritirato un furgone prenotato telefonicamente presso la filiale Amico Blu di via Laurentina, Roma, senza ricevere alcuna informazione sull’altezza del veicolo (3,10 m) né alcun contratto firmato da me; la documentazione successiva presenta firma apocrifa e informazioni false. In fase di prenotazione avevo richiesto e pagato la copertura assicurativa “Super Serenity Pack” e cristalli, azzerando le franchigie. Il 13 agosto, durante la riconsegna, ho urtato un ponte di 2,80 m causando danni al mezzo, e ho immediatamente contattato filiale e Carabinieri, inviando PEC ad Avis contestando ogni responsabilità. Successivamente ho scoperto una seconda firma apocrifa riportante falsamente “nessun sinistro”. Nonostante le mie contestazioni, il 2 settembre sono stati prelevati €2.000 senza perizia né autorizzazione. Avis non ha mai risposto al reclamo. Ritengo vi siano state informazioni ingannevoli, abuso contrattuale e prelievo illecito. Chiedo l’intervento dell’Autorità per verificare pratiche scorrette, violazioni dei diritti dei consumatori e clausole vessatorie. Preciso quanto segue: Contratto e firma apocrifa: al momento della consegna non mi è stato fornito alcun contratto né copia integrale delle condizioni generali; il documento inviato via email, ricevuto molto dopo, risulta firmato da soggetto ignoto. L’uso di firma apocrifa può integrare estremi di reato penale (art. 485 c.p. – falsità materiale in scrittura privata; art. 640 c.p. – truffa, se finalizzata a vantaggio economico o danno). Pertanto, nessuna clausola non sottoscritta da me può essere ritenuta valida. Copertura assicurativa: al momento della prenotazione ho richiesto e pagato la copertura “Super Serenity Pack” e la copertura cristalli (Kasko + cristalli), che azzerava tutte le franchigie. Qualsiasi addebito relativo al sinistro è ingiustificato e contrario agli artt. 1218 e 1223 c.c. Le clausole che escludono copertura per danni a tetto o parte inferiore del veicolo costituiscono clausole vessatorie ai sensi degli artt. 1341 e 1342 c.c. e non mi sono opponibili, non essendo mai sottoscritte. Difetto di informazione precontrattuale: l’altezza del veicolo (3,10 m) non era indicata né sul mezzo né nei documenti consegnati, causando direttamente l’incidente del 13 agosto 2025. Tale omissione integra concorso di colpa del noleggiatore ai sensi dell’art. 1227 c.c., riducendo o escludendo l’eventuale risarcimento a mio carico. Prelievo illecito e mancanza di documentazione: il giorno stesso dell’incidente ho informato prontamente filiale e Carabinieri. Nonostante ciò, il 2 settembre 2025 sono stati prelevati €2.000 dal mio conto corrente senza autorizzazione, senza perizia, senza spiegazioni documentate e senza risposta alle mie PEC. Nuovo documento del 25 agosto 2025: ho ricevuto altra mail con chiusa di contratto contenente informazioni false e firma apocrifa. Alla luce di quanto sopra: Richiedo immediata restituzione della somma di €2.000; Richiedo copia completa della perizia e documentazione dei danni, con indicazione della parte effettivamente a mio carico e relativa motivazione. Informo che ho già predisposto denuncia penale per firma apocrifa e prelievo illecito e che provvederò a inviarvi copia della denuncia.

Good morning. I made a car reservation and paid in advance for $532.81, including all taxes and fees, before starting my trip to Italy. I picked up the car at Malpensa Airport on July 23 and dropped it off on July 31 at the Budget agency located at Fiumicino Airport. This was an early return, as the original drop-off date was scheduled for August 4. On July 30 (the day before drop-off), I contacted Budget USA to inquire about the location change fee. They couldn’t give me a clear answer, so I visited the Budget office at the airport. A kind staff member in the parking lot noticed the early return and, after scanning the vehicle, was surprised to see a fee of 1,000 euros. He explained that such charges typically apply when a car is returned from another country—not just another city—and recommended I speak with someone inside the office. Inside, I spoke with an agent who informed me that, per the contract, the location surcharge would be 79 euros plus a 22% tax, not exceeding 120 euros total. I mentioned the 1,000-euro charge shown on the scanner, but he reassured me, saying, “No, it’s impossible to charge that amount. Don’t worry.” The next day, I returned the car at 5 a.m. The office was closed, and only a security guard was present. I never received an invoice by email. However, I was shocked to see a $2,000 charge on my credit card, along with a pending charge of $1,400. Eventually, the $1,400 was removed, leaving me with the $2,000 charge (converted to 1,748.31 euros). The car was returned in perfect condition. It was electric, so no fuel charges applied, and there were no tolls or tickets. I’ve rented cars for years, and companies have always been professional and transparent. In the past, any tolls or fines were backed by proper documentation before being charged. Additionally, on the first day of the rental, I encountered an issue with the electric vehicle and called roadside assistance. No one spoke English, and I had to ask a passerby to help translate. This was very stressful. After returning home, I contacted Budget customer service in the U.S., but they couldn’t provide any invoice details or even send me the invoice number. They told me the issue would be escalated and that I should wait up to 15 days for a callback—without giving a confirmation number. This entire experience has been a nightmare. I am calling to my bank to file a fraud investigation required. After several days, I managed to find the invoice using my reservation number. It shows a one-way fee of 1,000 euros—just as the man in the parking lot had warned me—plus other “miscellaneous charges” totaling 230 euros. What are these “miscellaneous” charges? There is no explanation. These hidden fees are not transparent and feel deceptive. This seems to be a recurring issue, as many customers have reported similar experiences in Google reviews. This is a serious problem, especially for tourists visiting Italy who leave the country with a negative and unresolved situation, far from any local support. I’ve tried calling the Budget Rome office directly, but international calls disconnect after selecting the English option.

Buongiorno, il 9 agosto alle 11 ho noleggiato per 24h un'auto nella sede AVIS di San Benedetto del Tronto per raggiungere l'aeroporto di Fiumicino. Ieri mi è arrivata per e-mail la notifica di una tassa per danni pari a 301.23€, millantando un graffio allo specchietto, di cui non sono in alcun modo responsabile. Inoltre è stato aggiunta una multa per un ritardo nella riconsegna, del tutto falso. Leggendo su internet scopro che si tratta di una pratica abituale a opera di AVIS. Una truffa vergognosa. F.