I am extremely dissatisfied with the service provided to me in the Avis office of Tivat Airport Montenegro, and the subsequent write-off of money from my credit card as a penalty for a minor scratch on the rear bumper Below is a description of the situation that happened to me when renting a car in the Avis office of Tivat Airport Montenegro. By the recommendation of Mastercard which together with Avis, is conducting a marketing campaign, I have decided to rent a car in Avis. I expected that the biggest international company as Avis with a world-famous name should be able to provide the proper quality of service and keep high standards of customer service. However, to my surprise and subsequent disappointment, it has been just outrageous and flagrant experience of renting a car. It all started at the time of collecting the car, the employee who drew up the car rental contract tried to force me to buy full motor insurance for the car (CDW), which cost around 22 euros per day, referring to the fact that if there is no CDW for any, in case of even minor damages, money would be charged as penalty of at least 500 euros. I had politely denied that offer and explained that according to the general conditions of rental, article 8, penalty for minor damage should not be charged. After my argument, once again the employee has warned me that more serious damages can be found. I politely responded that I did not need additional insurance, given my experience of accident-free driving which is more than 10 years, and the planned route. Since I traveled with my wife and three children, the car was needed only for trips to the beaches and the nearest cities. Eventually, after about 20 minutes of a dispute, the Avis employee agreed to draw up the car rental agreement No. 58393****, without the additional insurance. Then I went to a car collecting point, where another Avis employee met me. I asked the employee if there were any damages on the car, to which I received an answer that the car is absolutely free of damage and in perfect condition. Avis employee did not give me any recommendations with regards to procedures for inspection of the car, and one more time said, that the car is absolutely fine. However, I still expressed an intention to inspect the car. Given that I did not know the methods of inspecting a car in Avis, I inspected the car in a circle for damages, as well as the interior of the car. At the time of inspection, I found significant damage on the rear bumper, the nature of the damage dents and multiple scratches, with a rupture of the plastic. I took photos of the detected damage (photo PIC 1, PIC 2). Avis employee had been very surprised, however, marked this damage in the act of inspection and transfer of the car. He said that the damage was not significant because it was on the bumper and I had nothing to worry about. I was upset by the fact that they tried to mislead me about the presence of damages on the car, and I went on the inspection of the other parts of the car. On other details, I did not notice any damages. After that, I agreed to sign the act of inspection and transfer of the car. Then the keys were handed to me and I drove away. Nevertheless, the most horrible events occurred at the time of vehicle return. Given that I drove the car very carefully and complied with all traffic rules, I was sure that the car has not received any damages. Before returning the car, I have washed it in order to return the car for its pure form, showing at the same time, I did not cause any damages, damages on paintwork, dents, and scratches. As soon as I arrived at the car return point, an Avis employee who was accepting the car firstly called someone and then began to inspect the car underbody from the front bumper side, where at once he has found a minor scratch on the front bumper in place of the car underbody (photo PIC 3, PIC 4). This place is extremely difficult for visual inspection, especially without lifting the car, but Avis employee immediately has found this minor scratch. At the time when I inspected the car on 10/06/2019 at about 2:00 p.m. before signing the act of inspection and transfer of the car, I did not even think that the underbody of the car should be inspected given that it is extremely problematic without lifting the car with a jack or another method as well as there are no such practices in other car rental companies that I have used previously. For this reason, the underbody of the car has not been examined by me at the time of collecting the car on 06.10.2019. Further, an Avis employee went on to conduct the inspection and found significant damage on the rear bumper. Employee Avis had accused me of that damage (photo PIC 1, PIC 2), however, I immediately showed the act of inspection and transfer of the car, which has already been mentioned that damage discovered by me at the moment of collecting the car 10/06/2019. Employee Avis agreed with the fact that the damage is not caused by me. After that, Avis employee immediately found a very subtle, minor stretch on the rear bumper, less тthan 20 mm in size, without any damages on the surface of paint, dents, and other damages. For evidence, I took photos of that minor scratch together with the coin valued of 2 euros, so that you can visually assess the size and nature of the damage (photo PIC 5, PIC 6). I am confident that this minor damage (photo PIC 5, PIC 6) was caused in conjunction with the damage (photo PIC 1, PIC 2) that I discovered at the time of collecting the car. Probably, the driver who had been driving the car before me did not notice obstacles during parking, for example, parking columns, and collided with them. I explained my point of view regarding the matter of the origin of that minor damage to an Avis employee however he replied - you had to buy insurance, and now it's your own fault that you signed the act of inspection and transfer of the car without indicating that damage. After that, Avis employee had marked those above-mentioned, minor damages in the vehicle condition report and said that it was necessary to settle these issues with the office staff Avis at the airport Tivat. After that, I came to the Avis office, showed photos of minor damages to an Avis office employee that were discovered. I added, that is simply absurd and I could not detect such minor damages when collecting the car on 10.06.2019. What Avis office employee told me is I had to buy insurance, and now the entire responsibility of that damages are mine. Then, after 10 minutes of arguing, the Avis office employee said that a penalty for minor scratch on the underbody of the front bumper was not going to be charged, while Avis office employee was obliged to write off 287.98 euros as a penalty for a minor scratch on the rear bumper, despite the fact that the rear bumper has been already damaged at the time of my inspection the car on 06.10.2019. I had asked Avis office employee to clarify why the sum of the penalty for minor scratch had such a big size and she informed me that the sum of penalty taken from the catalog, and showed it to me. There was not specifically indicated a penalty for damage on the rear bumper, but there was a sum for the front bumper, whereas an Avis office employee said that the fines were the same for both bumpers. I was simply shocked that for such minor damage 287.98 euros should be written off from my bank account as a penalty. Further, despite the fact that the damage was before I rented the car I have tried to clarify if Avis office employee knew or not that for this minor damage a penalty should not be charged in principle, according to the general conditions of rental, article 8. On which she replied that she was not a mechanic and cannot assess the nature and size of the damage. I was outraged that the staff who work in the car rental company and are directly related to the automotive industry can provide such answers. Since it would be obvious to anyone that this minor scratch is less in length than 2 euro coin (2 euro coin is less than 20 mm in length). After arguing for about 10 minutes, I asked to call the manager of Avis office by phone. The manager told me that he saw that minor scratch on the rear bumper (his employee send him pictures by phone), but Avis policy in Montenegro obliged him and his employees to apply penalties even for such minor damage, as measures of a precaution and that he had no way to cancel this penalty. However, he has advised me to contact Avis customer service department with a complaint. And he also added that with a high probability that 287.98 euros (a penalty for minor damage to the rear bumper) would be reimbursed to my respect. Since the registration on my flight was supposed to finish after a small amount of time, I did not have any time to continue arguing, I was forced to sign documents of disagreement with the penalty. Then I flew away. Upon arrival, I found that instead of the sum of renting 87.91 euros and a penalty of 287.98 euros, 751,78 euros were written off from my bank account. This such giant sum was not discussed with me at all, and I absolutely do not understand where it came from. Five days later, I received a refund of 375.89. Still, I do not understand what happened. All of the above and what happened is similar to fraudulent activity organized by a group of persons by prior conspiracy. I complained to the central office of Avis, also Montenegro office of Avis and my Bank to dispute that withdrawn operation. Let see what will happen, I guess nothing will.