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.
