Reclamo N° 109460

Hello, my name is Emilia David and I have booked online trough rentalcars.com with Ref no. 563356213 a car from Nollegiare SRL Via Evangelisti Torricelli 6, Verona. I have paid in full the rental online(about 170€)before picking up the car. We picked it up from Alghero Airport in 04.07.2018(15:36), the employee took our IDRef: 563356213’s, give us a contract to sign, this was in italian, we didn’t understood to much, he blocked 960€ on my card and he give us the key and that’s it. When we returned the car in 11.07.2018(11:03) another employee that was working that time started to ckeck the car, he went under, inside and outside of the car, making hundred of pictures (it took about 15 minutes). When he was done he let us know that we have to pay 180€ because the care has a small scratch under the bumper about 3-4 cm. I told him that I haven’t caused this damage to the car and why his collegue that give us the car didn’t advised us to go under the car to do photos when we piced up the car. The answer was “that is not his job, you shoud know that you have to check the car and do photos”. And I told the man that a customer doesn’t have to know, a customer has to be told what to do because the people that is renting cars they are noy experts in renting cars. And that the contract had to be in a language that one of us could understand because he saw our documents, we are not italians. He told us that if we don’t agree to pay we will be contacted by the customer service to sort this out. I waited few hours to be contacted but nothing so the same day I tried to contact the “after rental” service via mail, saying my issue and asking to be contacted, but nobody contacted me. After a week they send me the bill on my email, my money 960€ were still bloked by them so I’ve writed another email saying that I was waiting to speak with someone that can understand english. After this they unblocked only 780€. So in this situation I’m kindly ask you to help me to get my money back as this company is not in right to take money from my account for damages that I haven’ t caused to the car. The EU law says very clear that “Contracts must be written in plain and understandable language and cannot contain unfair contract terms.” My email adress is [email protected] and my phone no is +40742202330 Thank you!! Emilia David