Dear Customer Relations,
I am writing to formally contest the charges imposed on me during the return of my rental vehicle at Milan Malpensa Airport on 27 July 2026.
The conduct of your staff was unacceptable and, in my view, violated fundamental principles of Italian and European consumer protection law.
At the time of vehicle collection, your employees completely failed to carry out a joint inspection of the vehicle. No damage report was shown to me, no existing scratches were identified, no checklist was reviewed, and no document recording the vehicle's condition was signed in my presence.
As an experienced driver, I noticed a few minor scratches on the lower front bumper, which appeared entirely consistent with normal use of a very low vehicle. Since your staff neither inspected nor documented the vehicle, I reasonably assumed that those marks had already been recorded by your company.
At drop-off, however, one of your employees behaved in an aggressive, hostile and intimidating manner, immediately claiming that I was responsible for alleged damage and demanding payment of €300.
Furthermore, I was charged an additional €65.57 (plus VAT), described as "Damage and Insurance Management", a fee that was never disclosed to me before or during the rental process. I was never informed that such a charge could be imposed.
Your company bears the burden of proving that:
1. the alleged damage did not exist before delivery;
2. the vehicle was properly inspected with the customer at pickup;
3. I caused the alleged damage during the rental period.
Since none of these procedures were followed, your company has absolutely no evidence establishing my liability.
The absence of a documented inspection at pickup prevents your company from attributing pre-existing damage to the customer. Consumer protection law does not permit shifting this burden of proof to the consumer.
I must also express my surprise regarding the €800 security deposit.
I understood that this amount would merely be pre-authorized (blocked) on my credit card. Instead, it appears that the amount was actually charged. This is entirely inconsistent with the information provided during the rental process.
Considering that your company has already collected the disputed €380, I formally demand the immediate release and refund of the entire €800 security deposit.
Regarding the disputed €380, I expressly reject the legitimacy of this charge.
If this matter is not resolved promptly, I will pursue every available legal remedy in Italy, including filing complaints with the competent consumer protection authorities and initiating legal proceedings through my Italian attorney.
Please consider this my formal dispute of the charges.
I request, within seven (7) days:
1. Immediate refund of the €800 security deposit;
2. Complete documentation proving the vehicle inspection at pickup;
3. Photographs allegedly demonstrating the damage before and after my rental;
4. The inspection report signed by both parties;
5. Legal and contractual justification for the additional €65.57 "Damage and Insurance Management" fee;
6. Full review of the €300 damage charge.
Should you fail to provide satisfactory evidence, I will consider these charges to be entirely unfounded and will seek judicial relief, together with reimbursement of all damages, costs and any other remedies available under Italian law.
I expect your prompt response.
Sincerely,
David Pimentel Barbosa de Siena
