LocautoRent review: Poor servuce and unauthorised charges

Dear Locauto Legal and Complaints Teams,
I am writing to formally escalate a serious unresolved complaint regarding our recent car rental (Booking Ref: 128031961/25) from Bari Airport.
Despite submitting full details of the incident and supporting evidence via your online portal and email on multiple occasions since 11th July 2025, we have received only one brief response — and no substantive resolution.
To date, I have:
Submitted a full complaint via your portal, per your instructions
Contacted mylocauto@locautorent.it, bariapt@locautorent.it, and info@locautorent.com
Provided full documentation by email, see below/
Despite these efforts, we have not received:
A full investigation or explanation regarding the incorrect refuelling charges
Any response to our request for compensation (€300) for emergency transport we were forced to arrange
Any acknowledgement of the airbag non-deployment following a serious collision
Confirmation of whether the charges made without authorisation to my card (£75.07 and £33.44) will be refunded
This delay is unacceptable, particularly given the safety concerns, financial impact, and distress caused by being left stranded with our child following an accident that was not our fault.
Requested Resolution – Within 7 Days
We are now requesting, within 7 calendar days from the date of this email:
A written apology for the lack of support and poor communication.
A full refund of the unauthorised charges (£75.07 and £33.44).
Removal of the incorrect refuelling and service charges (€107.17 + €42.70).
Compensation of €300 for the emergency taxi due to your failure to provide assistance or a replacement vehicle, leaving a family with a young distressed child stranded on the side of the road.
Written confirmation that no further charges will be made to my account without consent.
An investigation into the failure of the vehicle’s airbag system, and confirmation this has been recorded internally.
All previous correspondence is available below and can be reattached upon request.
If we do not receive a full and satisfactory response by, we will take the following steps:
Initiate a chargeback via our credit card provider for the unauthorised deductions
File a formal complaint with the European Car Rental Conciliation Service (ECRCS)
Submit a consumer protection report to AGCM and Codacons in Italy
Share our experience publicly via Trustpilot, Google Reviews, and social media
We hope to avoid these actions by resolving this amicably and swiftly.
Kind regards,
Rosalyn Thornton
[protected]
[protected]@outlook.com
Booking Ref: 128031961/25