Avis's 71-Day Delayed Damage Claim And Insurance Misrepresentation

I rented a car from Avis Turkey’s Taksim branch in Istanbul on 3 September 2025 for 6 days under a short‑term rental agreement. During this rental, I immediately reported a minor curb contact involving the wheel area directly at the branch counter. The staff inspected the vehicle on the spot and clearly informed me that the damage was only to the tire, that I had full insurance, and that I was completely covered so I would not have to pay anything, adding that this type of situation happens frequently. Following this statement, they immediately processed a vehicle swap and handed me a white Ford Puma so I could continue my trip without any additional charge or warning that something might later be billed to me. Despite this clear verbal confirmation of full coverage at the time of the incident and the completed vehicle swap, Avis Turkey issued Invoice No: TAA2025000217110 dated 19.11.2025 for 21,330 TRY, with the product description “HASAR TAHSİLATI” for vehicle plate 34KFZ***. This invoice was issued approximately 71 days after the incident and after the vehicle had already been taken back into Avis’s possession and presumably rented to other customers, meaning the chain of custody for any alleged damage was completely broken. Only later, via email, did Avis claim that this amount was for “tire trim damage” yet they could not provide any official on‑site check‑in sheet or mechanical repair report proving that this specific damage occurred while the vehicle was under my responsibility. Following this unexpected and unjustified charge, I repeatedly contacted Avis Turkey. The responses I received were largely automated ticket replies with delays of 10–15 days between each message, which gave the impression that the company was stalling rather than addressing a clear insurance and billing issue. I then escalated the matter to Avis Global under Case ID 78723669. On Tuesday, 13 January, I was informed by email that the case was being forwarded to an “International Team” and that they required an additional 15–30 days for investigation, again without providing any concrete documentation that would justify this damage charge or explain why the initial full insurance confirmation at the Taksim branch was being ignored. The combination of the explicit full insurance assurance at the counter, the immediate vehicle swap without any reservation or warning, the 71‑day delay before issuing a “HASAR TAHSİLATI” invoice, and the absence of a proper check‑in sheet or repair report leads me to conclude that this damage claim is not being handled in good faith. Avis is attempting to collect a significant sum for an alleged trim damage that is not properly documented and that should, in any case, have been covered under the full insurance that was clearly confirmed to me at the Taksim branch. In light of the above, I request the immediate and unconditional cancellation of Invoice No: TAA2025000217110, an official written confirmation from management that the related damage record has been fully and permanently closed in all of your systems, and a full reversal of the unauthorized ₺21,330 charge. I expect this matter to be resolved promptly and in a transparent, professional manner, reflecting the insurance coverage and assurances that were provided to me at the time of the incident and vehicle swap.