Report: #828275

Complaint Review: AVIS ITALIA

  • Submitted: Wed, January 25, 2012
  • Updated: Mon, February 06, 2012
  • Reported By: cHRISTOS — Athens Other Greece
    Piazzale Roma 496 G
    United States of America


*Author of original report: my report is completed in previous field

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Dear Sirs,


Re: Illegal taking by AVIS Company Italy of moneys of Mr. Christos





My name is Nicos Pavlides, I am a lawyer, and I am sending this letter

on behalf of my friend Christos Stefanou, regarding the illegal taking

and retaining by AVIS Company Italy of 1000 from the account Mr. [continued below]....

Stefanou maintains with a Cypriot banking institution. 


In summary the facts that led to the above illegal act are as follows:


On the 7th of September 2010, in the afternoon, Mr. Stefanou, who had just

arrived from Greece to Italy, rented a car from Avis Company Italy, from its

office in Venice. I was the co-passenger of Mr. Stefanou and I can verify the

facts from first hand.  Mr. Stefanou

bought standard (third party covering) insurance. 

The paperwork he was asked to sign was only in Italian which he did not

understand. The only information that he was given orally in English was

to the effect that he had to bring back the car within 2 hours of agreed

return time, to call a few hours in advance of the agreed return time if

he decided to keep the car for additional days, 

and to inform Avis

immediately in case of an accident. The Avis employee told Mr. Stefanou

that nothing significant was further stated in the paperwork he was

asked to sign. Shortly afterwards, we departed from Venice towards



On the same day, at about 14:35hrs, in the turn before Verona, a car

driven by Mr. Marconini Edoardo (insurance card photo attached) stroke 

the car driven by Mr. Stefanou from behind. Mr. Stefanou, in my

presence, immediately called Avis, and an employee instructed that he

calls the police and fill in a regular accident report form, which he

did (attached). The police arrived at the scene at about 16:00hrs, and

told us that full responsibility for the accident clearly laid with the

other party, since he had stricken our car from behind. We arrived at

Verona at 16:45hrs and we visited the Avis office there, where we spoke

with an Avis representative, Mr.Luca Mosele. Having reviewed the car and

the copy of the report, he verified that full responsibility laid with

the other party, and informed us that in this case Mr. Stefanou would

only need to pay 35 administrative costs.


Mr. Stefanou returned the car to Avis Italy Venezia office on Sept 11th,

at 12.00hrs. When he enquired about the Avis procedures regarding the

accident, the employee refused to provide any requested information

other than that, the car would be inspected for the damages and the

other partys insurance would be asked to cover the cost of repair, and

until the other partys insurance had accepted the claim, 1000 would be

kept from Mr. Stefanous account, which would be refunded when the other

partys insurance had paid for the damage caused.  This procedure, he

was told, could take between 2-4 weeks. Mr. Stefanou explained to the

Avis employee that full responsibility for the accident laid with the

other party, as stated by the police and their own employee in Verona

and did not accept the taking from his account of 1000.  The Avis

employee, after a discussion, also admitted that Mr. Stefanou was right

about the other partys responsibility (as he said, in all countries of

the world, once stricken from behind, responsibility is with the other

party!), but even though that was the case, that would not change the

procedure until the other partys insurance pays, and this should take

no longer than 2-4 weeks. He said that Avis would mail to Mr. Stefanous

address, step-by-step, all procedures that would take place regarding

this matter. Mr. Stefanou stated there in writing, that he requested no

money to be kept from his account.


Despite the above, 1000 was shortly thereafter taken from Mr.

Stefanous account he maintains with a Co-operative Society Bank in

Cyprus through the credit card he had provided to book the rented car.

Mr. Stefanou was never informed regarding Avis Italy procedures to claim

from the other partys insurance regarding the accident.


It seems that AVIS Company Italy, thought that it would be much easier

for them to keep the money of Mr. Stefanou, who was not Italian and not

present in Italy, than trying to claim from the other partys insurance,

as they were obliged to do according to their procedures and despite the

fact that all evidence and even the AVIS Company Italy employees,

pointed to the other partys responsibility and liability for the

accident. Further, and in breach of consumer protection legislation, did

not inform Mr. Stefanou about any procedures or attempts to claim the

cost of the accident from the other side, where the blame clearly laid.


In view of the above, let there be no doubt that we consider the taking

and retaining of 1000 from Mr. Stefanous account by Avis, clearly



The Co-operative Society Bank with which Mr. Stefanou maintains the

account in Cyprus out of which the money was taken, made an effort to

resolve the matter, but this was unsuccessful. Please find a letter from

the Bank to this effect.


Therefore, in the light of the above, Mr. Stefanou demands the return of

the 1000 taken from his account by AVIS Italy, in an illegal way. 

Should there be no response to this communication within 15 days of

dispatch, Mr. Stefanou maintains his rights for legal action against

AVIS and complain to be filed with the relevant consumer protection



Looking forward to hearing from you,



Nicos Pavlides

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#1 Author of original report

my report is completed in previous field

AUTHOR: Nicos Pavlides - (Greece)

my report is completed in previous field
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