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
