avis.com

Hello, I am writing to raise a complaint about an issue I experienced with Avis Turkey, a company I

Hello,

I am writing to raise a complaint about an issue I experienced with Avis Turkey, a company I have regularly used during my trips to Turkey. I always believed Avis had a strong reputation, but this experience has seriously damaged my trust.

I first reported this issue through Avis Turkey directly, as well as through sikayetvar.com and cimer.gov.tr, but I was unable to get a clear or satisfactory response. After seeing that many other customers have reported the same problem online, I decided to contact the headquarters, hoping the matter would be handled more seriously.

In short, Avis Turkey appears to be charging an extra 20% tax (which I think is an ill-gotten gain) on road and bridge fees (HGS), even though these fees already include the required taxes and are paid directly to the government. Despite my repeated requests, I was never provided with an official and verifiable document showing the actual HGS charges during my rental period. Instead, I was only given total amounts or a manually prepared document with no official basis.

To explain the issue in detail:
I rented a car from the Istanbul Beylikdüzü branch between 10–11 January 2026 under contract number 198870534. At the start of the rental, a deposit of 4,500 TL was charged to my credit card. When the rental ended, 3,253.80 TL was refunded, and 1,246.20 TL was kept without any clear explanation. Since there were no issues other than possible HGS usage, I assumed this amount was related to toll charges and did not question it at that time.

About a month later, I received another notification that 3,144 TL had been charged to my credit card. When I contacted customer service, I was told this was for “extra toll (HGS) charges.” I then asked for a detailed and official HGS statement to understand these charges, but I was told such a document could not be provided. Instead, I later received an email listing a few toll crossings, which appeared to be manually prepared and not an official record. This made me even more concerned.

Although the total amount of the listed toll crossings was 3,658.50 TL, the total amount charged to me (including the first deduction) was 4,390.20 TL. When I questioned this difference, I was informed that a 20% VAT had been added. However, toll fees shown in the official HGS online system already appear as VAT included. My own research also shows that VAT rates on roads and bridges vary and are not 20%.

For these reasons, I request that all HGS charges related to my rental be shared with me in an official, verifiable document. After confirming the amounts against official records, I ask that the incorrect 20% VAT be removed and that any overcharged amount be refunded to my credit card.

I kindly request a transparent, documented explanation and a proper review of this matter so that the issue can be resolved in line with legal requirements and customer trust can be restored.

Sincerely,

Date of experience: Feb 15, 2026