On April 20, 2025, I rented a car from Europcar at Malpensa Airport, Italy. When I picked up the vehicle, I carefully recorded all existing damages on video. However, after returning the car, I was unfairly charged €410 for damages that were already present when I collected the vehicle.
I contacted Europcar customer service multiple times, providing both video evidence and the inspection reports, yet they claimed that the videos were not considered valid proof and offered no resolution. This is completely unacceptable, as the damages were clearly pre-existing and properly documented at pickup.
The rental was made through Yolcu360, with invoice number YLU2025000005844, and I am requesting a full refund of the €410 that was wrongly charged to me. Europcar’s refusal to acknowledge clear evidence is deeply disappointing and undermines customer trust.
On April 17, 2025, I rented a car from Europcar through Yolcu360 at Italy Malpensa Airport. When picking up the car, I recorded a video of the existing scratches, and both the branch and the employee who handed over the car are clearly visible in the video. I reported the scratches to the company at the time of pickup, and the employee marked the relevant scratched areas on the delivery form before handing it to me. When returning the car, I also provided a signed document stating that I was not responsible for the existing scratches, and then I returned to my country.
However, about 2 months later, 400 euros were charged to my credit card without any notification. Even though I sent all videos and documents to Yolcu360, the company only stated that they were an intermediary and kept directing me to the rental company. When I contacted Yolcu360 customer service, they only forwarded my messages and did not provide any other support. My grievance has not been resolved even though 4 months have passed since the incident.
Even though I purchased an additional protection package when renting the car, I do not accept that Yolcu360 has taken no responsibility in this process. I demand a refund of the 400 euros that were unjustly charged.
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