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**Subject
**Subject: Formal Complaint Regarding Car Rental Experience in Rome** Dear Sir/Madam, I am writing to formally file a complaint regarding a highly disappointing and distressing experience I had with your car rental service during my recent trip to Rome, Italy. Upon our arrival at your rental office in Rome, we were informed that the small car we had reserved was not available. Instead, we were offered a different vehicle but only on the condition that we pay an additional €360. After a long and exhausting flight, we felt we had no real choice but to accept the offer — however, the entire interaction felt like a manipulative and unfair negotiation. More disturbingly, we were met with sneering remarks and what appeared to be discriminatory behavior from your staff, possibly due to our nationality (Israeli). Their attitude was one of complete indifference and disrespect. The employee filmed the vehicle upon handover, yet when we returned the car a week later, we were accused of causing a scratch on the wheel — something we strongly deny responsibility for. When we requested to review the initial video, we were denied access. Furthermore, the return form had been signed in my name without my presence or consent. This entire experience was not only unpleasant, but it felt hostile and dishonest. I have rented cars worldwide — this year alone I have spent 153 days abroad — and I have never encountered such mistreatment. Additionally, we were forced to pay another €300 under the claim that we had not upgraded to maximum insurance coverage, which we were never properly informed about. I am reaching out to you in good faith before taking further action, including public disclosure via social media. This is not a threat, but a genuine concern aimed at exposing and preventing fraudulent practices and customer exploitation. I trust you will take this complaint seriously and look into the matter thoroughly. ---