Missleading insurance information

Good afternoon, This is a claim regarding the rental of a Maxus Edelivery van from the 5th to the 6th of March, under booking number 585722242, Rental Agreement '630100896'. My rental included the CAR PROTECTION PLUS insurance policy, which I expected would completely eliminate the penalty for damages tot eh car. However, upon return of the van, I was charged 439.20 euros for damages to the van a, which was described as a combination of a deductible payment (300 euros + IVA) and management fees. Upon reviewing the booking process, booking confirmation, Sicily by car website, and contract, I have found the following: 1. When renting the car, the Coperture Facoltative page clearly states that CDW liability is eliminated when contracting CAR PROTECTION PLUS, not reduced (see picture below)image.png2. The reservation document I received clearly states that full protection is included (see screenshot below and document attached 585722242(1).pdf):image.png3. Contract clause 2.4 contradicts this information, but gives no specifics and instead refers to www.sicilybycar.it (see Opuscolo_SbC_IT_IT_630100896.pdf and extract below):“E’ altresì convenuto che per i veicoli commerciali (furgoni merci) la sottoscrizione della clausola “Car Protection Plus” non esonera integralmente il Cliente dalla responsabilità dell’evento ma comporta una riduzione dell’importo relativa alle penali CDW e TLW, come da evidenza riportata sul contratto individuale di noleggio ed in conformità alle tabelle pubblicate sul sito internet www.sicilybycar.it e sottoposti alla lettura del Cliente prima della sottoscrizione.”4. The van section of the www.sicilybycar.it website specifies again that damages are fully eliminated (see https://www.sicilybycar.it/it/noleggio-furgoni/servizi-aggiuntivi-furgoni and screenshot below):image.png5. The Sicily by Car workers did not explain in any way the applicability of the Car Protection Plus insurance to vans when signing the contract and picking up the keys. 6.- Sicily by Car shared with me a number of contractual documents at the moment of the rental. However, it did not share with me the document INFORMAZIONI NOLEGGIO FURGONI (https://www.sicilybycar.it/it/termini-e-condizioni). This is the only documentation I could find on www.sicilybycar.it detailing the deductibles applicable to vans under the Car Protection Plus.The points 1 to 6 above clearly show that I was provided contradictory, misleading information regarding the level of protection that the Car Protection Plus insurance policy was granting me. This misleading information affected my decision to carry on with the rental of the van, which I would not have rented otherwise. Therefore, I am requesting Sicily by Car to refund me the amount 439.20 euros, as I see this as an improper charge. I expect to receive a response to this email within 2 business days. Otherwise, I will continue escalating my claim, referring it to a consumer's association. Kind regards,

Dear Mr. Gonzales Palencia,We hereby wish to express our regretin learning of your grievances regarding the damages you accepted on thereturn of the rental vehicle. Following up on your kind request, wewould like to inform you that you made the vehicle reservation, throughour website, adding the maximum coverage provided for these vehicles. As you may have learned from our siteat the time of booking, there was no other optional coverage that wouldallow the total elimination of the damage/theft deductible. The General Terms and Conditions andRental Information are accepted at the time of booking. They specify thatfor the vehicle in question the residual penalty for damage and theft (gr. EF reference Eur 300.00 + VAT ) remains, specifying that, the customer who wishesto travel with peace of mind has the option of reducing DAMAGETHEFTpenalties through Car Protection Plus coverage. Even if the operator had informed you,there was nothing you could have underwritten to totally eliminate herliability for damages incurred. We are very sorry to report that wecannot accommodate your request respecting the General Terms and Conditionsthat support the entire rental agreement. Trusting in your understanding, we extendour best greetings,Ufficio Reclami/ Claims Department_____________tel.+39 091 6390111 mail:customer.service@sbc.itweb:www.sicilybycar.it seguicisu: NOTA: Ai sensi del Reg.UE679/2016 GDPR, si precisa che il contenuto della presente comunicazionee degli eventuali allegati è riservato e ad uso esclusivo del destinatario.La stampa, diffusione, distribuzione o copiatura di questi documenti daparte di qualsiasi soggetto diverso dal destinatario è proibita. Se haricevuto questa comunicazione per errore, La preghiamo di cancellarla edi informarci con cortese urgenza.NOTE: According to Reg.UE679/2016 GDPR, it's specify that the contents of this communication andany attachments are confidential and for the exclusive use of the recipient.Printing, dissemination, distribution or copying of these documents byany other person than the addressee is prohibited. If you received thiscommunication in error, please delete it and inform us with polite urgency.REMARQUE: Conformémentau règlement UE UE 679/2016 GDPR, il est précisé que le contenu de cettecommunication et les pièces jointes sont confidentiels et à l'usage exclusifdu destinataire. L'impression, la distribution, la distribution ou la copiede ces documents par une personne autre que le destinataire est interdite.Si vous avez reçu cette communication par erreur, nous vous demandons dela supprimer et de nous en informer avec gentillesse.NOTA: De conformidad conel Reg. 679/2016 GDPR de EU, se especifica que el contenido de esta comunicacióny los archivos adjuntos son confidenciales y para uso exclusivo del destinatario.La impresión, distribución, distribución o copia de estos documentos porparte de cualquier persona que no sea el destinatario está prohibida. Siha recibido esta comunicación por error, le pedimos gentilmente que laelimine inmediatamente.. ----- Inoltrato da ufficioprenotazioni/SicilyByCar il 15/03/2023 07:59 -----Da: Per: sbc@sbc.itData: 14/03/2023 22:38Oggetto: RECLAMA FACILE:Missleading insurance information - (CPTIT01750578-19)