Between September 18 and 25, 2025, I rented a Polo model vehicle from the Carwiz office at Sarajevo Airport (reservation no: 683362990). When I made the reservation through Booking for 80 euros, I was informed that I was required to purchase full protection insurance for 200 euros because I would be traveling to Montenegro, and I accepted. In addition, 391.17 BAM was charged from my credit card as a deposit.
I received the car with a full tank and returned it with a full tank. During the return process, they claimed that there was a 4 cm scratch on the lower part of the front bumper—only visible if you crouch down and look under the car—and therefore my deposit would not be refunded. I stated that I did not cause this scratch and that it was impossible for me to inspect the underside of the car when picking it up. Moreover, although I was told the full protection insurance covered everything, they now claimed this damage was not included. I recorded the entire process on video, but since the scratch was underneath the car, at night, and not visible, it was impossible for me to notice it.
I contacted Carwiz customer service, but I was told that my deposit would not be refunded. I also emailed the Sarajevo office, but I have not yet received a positive response. With the 80 euro rental fee, 200 euros for insurance, and the 391.17 BAM deposit, I paid nearly 480 euros in total. I believe the full protection insurance should cover this type of damage as well.
I request that my deposit be refunded. I also ask that the situation be investigated so that others do not experience the same issue.
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