Carwiz Rent A Car Dalaman Canceled My Reservation and Demanded Extra Fees Despite Prepaid Package

On 04.06.2025, through Carla Car Rental, I made a reservation with Carwiz Rent A Car for my brother to rent a car between 06.06.2025 at 08:30 and 09.06.2025 at 08:30, with pickup at Carwiz Rent A Car Dalaman branch and drop-off at Carwiz Rent A Car Antalya Airport branch. I purchased the extended protection package and partially paid, while the remaining payment of ₺5,914 was to be made by my brother at the Carwiz Rent A Car Muğla Dalaman branch. When my brother went to pick up the car, the employees said the extended protection package purchased through Carla Car Rental was invalid and demanded additional payment. They also requested extra fees for compulsory insurance and for returning the car to a different location, even though the drop-off fee was already included in the online booking. In total, they demanded an extra €60 on top of the ₺5,914. We did not accept this and asked them to honor the reservation conditions, but they refused. Afterwards, the employee said, “I don’t want to rent you the car,” canceled the reservation without my brother’s consent, and immediately rented the car to another customer.