Dear Altroconsumo,
I am submitting this complaint regarding car rental company Drivalia (Rental Agreement No. 003064), from June 24 to July 5, 2025.
On June 28, I was forced to return the car early due to a serious safety-related technical defect: the right rear turn signal was not working. This made further use of the vehicle illegal under Italian traffic law and unsafe. The issue was confirmed by Drivalia staff in Milan upon return and documented with photos and videos in my presence.
Despite this, Drivalia refused to refund the unused rental days (June 28–July 5), offering only a vehicle replacement, which I never requested. I did not return the car voluntarily — the return was necessary due to the defective and unroadworthy condition of the vehicle.
In addition, at the time of pick-up at the Rome Termini location, I was told that the only available insurance option was “Super Cover” at €50/day. I was explicitly denied access to lower-priced coverage options, even though Drivalia’s website lists insurance packages for €30 or less. I believe this constitutes misleading commercial conduct and forced upselling.
I consider both the refusal to refund and the misrepresentation of insurance options a violation of basic consumer rights under EU Directive 2011/83/EU and Italian consumer protection laws.
Attached to this complaint:
- copy of the rental agreement;
- my final email to Drivalia (July 14, 2025);
- photos/videos of the defect;
- full email correspondence with Drivalia showing repeated unanswered messages and refusal to refund.
I respectfully request Altroconsumo’s support in obtaining:
1. A refund of the rental and insurance cost for the unused period (June 28 – July 5);
2. A review of Drivalia’s misleading insurance practices at Rome Termini;
3. Enforcement of the consumer’s right to reject a defective service and recover unjust charges.
Link to video evidence (rear right turn signal not working):
https://drive.google.com/drive/folders/1pzzjwf30gWB4aBIlh82zliQb1yL7sy4b?usp=sharing
Thank you for your assistance.
Sincerely,
Sergei Pisarev
Email: serp-06@mail.ru
Rental Agreement No.: 003064
