There was a scratch on the wheel rim that definitely existed before I picked up the car, but since I didn't take a photo as evidence, they insisted it was my fault and charged me 135 euros. During pickup, I was reminded about this by the previous renter, and I had already photographed all the other scratches on the car, but I didn't pay attention to the rim. It's really hard to guard against this kind of thing.
When picking up the car, they forced me to pay €3 per day for winter equipment, which should normally be included as standard. Then they also asked for a €10 car wash fee. When returning the car, even though I had purchased the car rental company’s full insurance (specifically because I was worried they wouldn't accept full coverage bought in my home country), the company still found a minor flaw—unsure if it existed before—and forcibly charged me a €61 handling fee. No wonder they insisted that I film a video of the car during pick-up. The car pick-up was at over 9 PM—it was cold, I was hungry, and the car was parked outdoors with poor lighting, making it impossible to properly capture any details even with a video. It felt like a trap for customers. I've been renting cars in Europe for over 10 years and have rented in Italy several times before, but this was the first time I encountered a situation where full insurance from the car rental company still required additional charges. I also have photos of the so-called damage, which clearly wasn’t an issue. The rental company was being deliberately difficult. Who can I file a complaint with about this?
It took me a long time to find the store, and after queuing up, they informed me that the translated version of my Chinese driver's license was not acceptable for renting a car with their company. They didn't even apologize.
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