Formal Complaint – DRYYVE Car Rental – Overcharging, Unfair Commercial Practices, Breach of Contract Dear Sir/Madam, I hereby lodge a formal complaint against DRYYVE Car Rental for overcharging, unfair commercial practices, and breach of the terms of our agreement. Between 10–14 August 2025, I rented a car through the Carjet website (Booking Reference: CJT-184064369), with pick-up and drop-off at Bergamo – Milan Airport, Italy. The booking clearly stated “unlimited mileage” as advertised on Carjet’s website. The rental was fulfilled by DRYYVE Car Rental. Upon returning the vehicle to DRYYVE Car Rental, I was suddenly informed that there was allegedly a 400 km mileage limit for the entire rental period, and that I had exceeded it by 430 km, resulting in additional charges. This restriction was never presented in the visible terms at the time of booking and appeared only in small print on the voucher sent after the reservation—an intentionally misleading and abusive practice. In addition, I was charged €400 for two tiny scuff marks on the rims—an amount entirely disproportionate to reality. Each mark was no more than 2 cm (photographic evidence provided). I strongly dispute that these marks were even caused by me. Regardless, the cost of removing such minor marks in an Italian repair shop would not exceed €60 in total. Under extreme time pressure due to my departing flight, I reluctantly agreed with the company’s representative to a final charge of €400 (covering all alleged costs), which I paid immediately on-site by credit card. The entire process lasted at least 45 minutes, during which I was with my wife and our two children (11 and 12 years old), only shortly before our flight. At the same time, another couple from Portugal was subjected to similar abusive charges, resulting in loud arguments, shouting, and even physical pushing inside a cramped 20 m² office—an extremely distressing situation for my children to witness. Faced with intense time pressure and the risk of missing our flight, I had no option but to pay on the spot without being able to call the police for assistance. Nevertheless, after my departure, the company—without my consent—proceeded to additional charges: €100.88 (unexplained) €99 “damage handling fee” Retention of €259 security deposit In total, apart from the €400 already paid in person, the company has deducted €848.87 from my card, in addition to the prepaid booking amount of €71.50. When I called the following day seeking clarification, a company employee informed me that the manager had decided we should pay extra on top of the €400 agreed in person—an outrageous and unacceptable justification. This conduct amounts to: Breach of contract Unfair commercial practice (Articles 5–9, Directive 2005/29/EC) Abusive charging (Articles 3 and 4, Directive 93/13/EEC) Unauthorized charging without consent (Article 62, Directive 2015/2366/EU – PSD2) I attach all supporting evidence, including two payment receipts to DRYYVE Car Rental, my Carjet booking agreement, as well as photographs and videos showing the vehicle’s condition at pick-up and drop-off—demonstrating that the rim marks already existed prior to my rental. Request: I request to be charged only a fair amount for the repair of the two minor rim marks, which should not exceed €100 in total. I cannot prove that the marks were not caused by me, and therefore I do not dispute paying this limited amount. However, all other charges must be cancelled and refunded immediately to my account. Please also advise me on which competent authorities or consumer protection bodies I can escalate this matter to, and kindly let me know if you can provide assistance in any way. Thank you in advance for your attention and support. Yours sincerely, Kostas Vasileiadis