Business Profile

Auto Rentals and Leasing

Sixt Rent a Car, LLC

Headquarters

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Important information

Customer Complaint:
This Review reflects complaint activity for the corporate owned locations listed within the 8 states that is contained in this report. Please file your complaint with the BBB that services the area that the rental company is located in to ensure it's handled promptly.

Complaints

This profile includes complaints for Sixt Rent a Car, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,375 total complaints in the last 3 years.
1,115 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have rented cars at the ******************** for the last 10 years, every 2-3months. I use Hotwire as it is the most affordable rate, this time I got Sixt. I will never rent with them again. They charged me a $200 cleaning fee. The rental its self was only 90 for the two days. Outrageous. I have never been charged a cleaning fee. It was raining that weekend, so yes, the floor mat on my drivers side was dirty. In 10 years and much dirtier returns never been charged. This company has so many complaints now that I searched about the fee I was charged. I will NEVER. Ever.. rent with them again. I filed a complaint and will contact my bank to freeze the unauthorized payment. I am livid. Incredibly unprofessional. ****** in fees. Plus. 92 for the rental.
Business Response
Date: 12/21/2023
Upon careful examination of your rental agreement and after discussions with our branch team, it has been confirmed that a special cleaning was necessary for the vehicle upon its return. Attached for your review, are snapshot(s) depicting the interior condition of the vehicle upon its return.

At SIXT, we take pride in maintaining the cleanliness of our vehicles, ensuring they are cleaned after each rental. We do expect our valued customers to return the vehicle in the same well-maintained condition in which it was received. Detailed information regarding this policy can be found in our ************* under our "Terms and Conditions", specifically under article #4, Condition and Return of Vehicle.

Considering the information and supporting documentation available, I regret to inform you that we are unable to accommodate your request for a full refund of the special cleaning fee.
Business Response
Date: 12/21/2023
Providing add'l supporting images of the vehicle's condition upon return.
Customer Answer
Date: 12/27/2023
I did not take pictures. I never have, and there was no reason to be charged 200 for a cleaning fee. I will be moving on to legal actions if a refund is not provided.
Customer Answer
Date: 12/27/2023

Complaint: 21037387

I am rejecting this response because they have many complaints from many renters about abhorrent charges after their car is returned. Even if I had thought the need to take photos, this company seems it would still have charged. I am amazed they are still in business and know that I will never work with them again, nor will any of my friends, patients, clients, students, or colleagues.
I await information in regards to an apology and refund of the 200$ cleaning fee.

Sincerely,

***************************
Business Response
Date: 12/28/2023
Based upon our review of the documentation available, we must again respectfully decline refund of the special cleaning fee.
Customer Answer
Date: 12/29/2023

Complaint: 21037387

There is nothing respectful about your decline. You charged twice the rental cost total for the cleaning fee, which again I have never been charged by any other company in ***************************** lawyer to?

Sincerely,

***************************
Initial Complaint
Date:12/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
12/17/2023, My car was hit in the rear on the **************** by a driver (******************************) who rented a vehicle from Sixt Rent A Car LLC. I filled a claim on 12/17/2023 and was told I would receive a call from a Sixt Adjuster within 24 hours. I have called on every day following my accident, to check on the status of my claim seeking repairs to my damaged vehicle. They have not called, they will not answer the phone numbers provided, they hang up when the phone is answered or keep me on holds for hours with no answer. I have not seen a resolution to my claim and am seeking a professional follow up with an adjuster and repairs to my damaged vehicle. I have called atleast 20 times with no avail. This is an on going issue and my vehicle is still damaged. My vehicle is my primary vehicle.
Business Response
Date: 12/22/2023
The file has been settled and now closed.

However, we are unable to locate the reservation with the information you have provided.
Therefore, we kindly ask that you provide us with one of the following information:
1. Sixt Reservation number (generally, a 10 digit number starting with 99********).
2. Sixt Rental Agreement number (generally, a 10 digit number staring with 94********).
3. Sixt Damage Claim number (generally, a 10 digit number staring with 90********).
3. Date of rental pick-up, Main driver's name, and pick-up location.
Initial Complaint
Date:12/20/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They are saying we damaged car. We did not. We did not know we had to take pics. They will not respond to emails. The contract was not even in my name. They wont answer to give me copy of contract in my husbands name who rented paid and drive vehicle.
Business Response
Date: 12/22/2023
After review of the Mr./****************' file and all available information, we have decided to continue financial pursuit of the referenced damage file.
Customer Answer
Date: 12/28/2023

Complaint: 21033581

I am rejecting this response because: this contract isnt even in the right persons name. When we arrived we had them debit my card and charge my husbands card so he could be the driver. Just that fact alone is the first problem. I have asked for a copy he signed as ours was in glove compartment. When we returned vehicle it was in same condition as when rented. My lawyer consulted they dont even have the correct individual after signature. This shows their lack of correct information on the front end trying to charge someone that wasnt even on contract. They will not even respond to calls or emails which we attempted to try the minute we received in invoice in my email. There is no proof and accuracy in their part.

Sincerely,

*****************************
Business Response
Date: 12/29/2023
Upon a final review of Mr./****************' damage file, your concern with the reservation is a customer service inquiry. All available information, we have decided to continue financial pursuit of the referenced damage file.
Customer Answer
Date: 12/29/2023

Complaint: 21033581

I am rejecting this response because:
This doesnt answer any of my concerns. Isnt it a problem that they have me as renter when I did not pay nor drive? That is the first thing incorrect. Why cant they respond to any emails calls etc?? This is unacceptable.
Sincerely,

*****************************
Initial Complaint
Date:12/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a car rental with Sixt Rent-a-Car at ORD. I have enjoyed all past rental experiences with this firm and have chosen Sixt a number of times over Hertz and ***** where I have decades of past experience. I was offered a specific vehicle while on the train from the terminal to the pick *******. No damage was noted in the email and the mileage was low on this *** 330. When I got to the vehicle, the renter across from my vehicle was having great difficulty getting her SUV out of the tight rental space. I offered to help direct her since there were no agents nearby. I got in my car and drove away without first inspecting the vehicle. I drove 15 miles to my cousin's house and parked in the driveway. In the morning, I drove back to ******, stopping to purchase $4.49 worth of gas. In total I drove 30 miles. *** return receipt mentioned nothing about a change in condition of the car.A **** later I received a claim concerning damages. I responded immediately stating the facts. *** response was an invoice with photos of the damage. I was told the car had prior damage and this was noted in my rental agreement. When I read this agreement on my office computer I can hardly read the damage description. Was I expected to read the entire rental agreement on my iPhone to catch the fact the car I was renting had previous damage? Actually, the description in the agreement closely matches the photos I received accusing me of causing the damage. I requested the photos taken following the previous rental but Sixt has refused to provide these. Each time I received an email from Sixt I have responded. Today I was told they will report this to credit agencies and will turn this over to a collections firm. I read back through past Sixt rentals. On one, the message indicating the car selected for me listed in bold printing all of the pre-existing damage. On several return receipts it states No Additional Damage. ****** learned - check rental vehicles for damage before driving away.
Business Response
Date: 12/22/2023
Upon review of Mr./Ms. *********** damage file, we have decided to close and no longer continue financial pursuit of it. Our decision does not imply an acknowledgement of any statutory duty, and is based upon goodwill only. We look forward to the opportunity to service his/her rental needs in the future.
Initial Complaint
Date:12/19/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Waited in line for two hours on 10/13/23, with a confirmed reservation with *******************, to be told that they had no cars, as all were "rented for an event in town" even though I had a reservation. I was behind many others told the same thing and they would only offer these customers an upgraded luxury car for an up charge of $200+ a day. I refused to pay this and let them know that i had a three hr drive to get to my family. After waiting until late into the evening , was eventually told there was a *** available. My young son and I were exhausted. I was asked to quickly sign the electronic paperwork, nothing reviewed and no copy given to me. Since it was late, I failed to remember to take detail photos and videos. We picked up the car in the very dark garage, without lighting, did not notice scratches on the back of the dark car. Quickly after, stopped for food, I noticed several smudge/scratched places on the back of car. I immediately took time stamped pics. Upon return of the car, I was honest about what I discovered. I showed my time stamped pics. Attendant, ******, took my pics, showed me an electronic statement that stated "proof given that damage was done before car was rented." I gave honest info, only to get an email with an invoice for $2376.85,sent on 12/6/23, damages I did not do. ************** changed the wording on what I signed in the rental return- that is not what I signed. This company has the worst service and in my opinion is a scam. I cant even talk with anyone in the ********* location to complain or ask for assistance. When I call I only get representatives answering all over the world, but not allowed any contact with anyone in ********* where this happened. I initially replied to claim via email and explained what happened. I also called customer service and was told that I signed a contract and so nothing could be done. I have also emailed customer service about my complaint, with my time stamped details and have heard nothing.
Customer Answer
Date: 12/21/2023
I apologize I realized that my original pics I sent did not have the time stamp from my ****** photos. I am attaching the photos (from ****** docs that show time and place of photos outside of *********) that I immediately took after my first stop after leaving the airport, for food. At that time, my son and I walked around the car and under the street lights, we saw the scratches. I took pictures as soon as I saw them to document & save and show upon return (obviously these were scratches that had been on the car for some time). It was all I could do since I did not see these at all in the dark parking garage and was not given paperwork or prompt to check for any damage when we took the keys. I sent these time stamped photos to Sixt today after I called and spoke with someone in damage claims. She noted that the ones I sent did not have the time stamp. I am requesting that Sixt will consider the integrity that I had during this ordeal, to take pictures and also inform the attendant upon return. Please note that Sixt did not find the damage; I pointed this out thinking that giving honest information would be considered. I was also misrepresented by the return attendant and told by her that the documentation would absolutely be considered and I signed an electronic device that stated, by the attendant, that I had given pictures of proof of damage that occurred prior to my renting. However, unfortunately that was not the documentation that was emailed to me as she said she entered in front of me and pretended to email (never got the email that I watched her type).
Thank you for considering all of this information.
Business Response
Date: 12/22/2023
Upon a final review of Mr./Ms. *** damage file, in a effort of goodwill we have decided to close and no longer continue financial pursuit of it. We look forward to the opportunity to service his/her rental needs in the future.
Customer Answer
Date: 01/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:12/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was traveling with my daughter and son-in-law, ***************************. We rented a car through SIXT from May 5, 2023 through May 13, 2023. Vehicle: CHRYS PACIFICA MPV 7S License number: ************. When we returned the car, an employee told us to leave the keys and go. We took pictures, because he did not inspect the car. On May 15, we received a notice by email that there was damage to the vehicle and that we owed $405.25 for the damages. We submitted a dispute via email with pictures. Months later we received a collection notice from Summit AR stating that we owe the money for damages. Below is the disclosure of damage at the time of pick up on May 5th. The damage we are being accused of was listed on the damage section at that time of rental pick-up. Additionally, when we rented the vehicle, we questioned other extra charges at the time of pick-up not included in the already pre-paid rental through Expedia. Information about Vehicle Pick-up VehicleCHRYS PACIFICA MPV 7S PET AUT License **************** Pick-up locationPhoenix Int Airport Your car is parked at:*********-D-8 The vehicle has the following damage: Bumper, front: Passenger side scratch > 10 cm (down to primer)The vehicle has the following minor damage: Door, rear edge: Passenger side scratch **** cm (down to primer) Door, front edge: Driver side scratch **** cm (down to primer) Windshield (US): Driver side stone chip surface only Not needed: Damage unknown:We are requesting a response from BBB and an immediate response from SIXT in writing to the collection agency ,*************************** and me stating the charges for the damages were dropped. We also discovered that SIXT has a class action law suit pending. We will pursue, if necessary.
Business Response
Date: 12/22/2023
After review of the Mr./****************** file and all available information, we have decided to continue financial pursuit of the referenced damage file. Communications of our file have previously been sent using the contact information provided at the time of their rental. This file is currently being handled by an external provider to address any outstanding balances
Initial Complaint
Date:12/17/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a "prepaid" reservation on November 26 2023 for the Sixt Car Rental near the ************ ** airport. I then called to make sure they'll have a vehicle that will accommodate 6 adults. They have never ever answered the phone. I started reading about Six Car Rental reviews, and realized this is an awful company with cars in poor condition, poor customer service. Therefore, I decided to cancel my prepaid reservation. That's when I learned there was a $279.29 cancellation fee out for a $733.37 8 days reservation!! Such cancellation fee is not obvious when you pay for the prepaid reservation. I want all my money back!
Business Response
Date: 12/18/2023
Thank you for reaching out to us and allowing us the opportunity to assist you.
We've made an attempt to locate your reservation based on the information provided; however, our search was unsuccessful. To assist you better, we kindly ask for additional details such as:

The email address used during booking or presented at the scheduled pick-up.
Your SIXT reservation confirmation or rental agreement number (usually a 10-digit number starting with "98" or "99"********).
Date of rental pick-up, main driver's name, and pick-up location.
Once we receive this additional information from you, we'll conduct a thorough investigation to address your concerns and identify the root cause for resolution.
Customer Answer
Date: 12/28/2023
The Reservation number is : **********
The email address used is: *********************
Initial Complaint
Date:12/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented a car on OCtober 24 2023. A temporary hold of $200 was supposed to be palced on my credit card. It turns out an additional hold was placed on 11-15-2023 $ *******. The rental was returned on 11-25-2023. I was then charged $**** ontoip of the *******. I now had 2 transactions $3255 and some change charged. I immediately called the branch where i rented the car from. the branch is Sixt in elmhurst Queens **. Their phone number is ************. I asked to speak to the manager ****** waited on hold for over 40 minutese to be told that he would call me back i waited several hours and he never returned my call. From there my experience with sixt just got worse and worse i called 8 more times that day to find out what was going on to be put on hold over and over again for 30 minutes or more each time. this went on for several days. -called customer service @************* same treatment. would wait on hold to get no where in total after reviewing my cell phone bill there were over 100 calls placed and over 35 hours spent on the phone.-was told their credit card department would reach out to my bank. as of today they still havent reached out to my bank -there is no phone number or email address for me to reach out to this department -my bank needs the authorization release code to return these funds after 2 weels of dealing with this I demanded a full refund for my rental the manager at the branch in elmhurst her name is ****** was very apologetic that i was going through all of this and refunded my **** for the charge of the rental. Though she said she had no control over the $1503 and she reached out to her boss and was told once again that the credit card department will reeach out to my bank. I called customer service countless time this week and was told countless times that they will reach out to my bank. I checked with my bank nearly everyday, No one from SIxt has reached out and my ******* is still a pending charged that hasnt been released
Business Response
Date: 12/18/2023
Thank you for reaching out to us and allowing us the opportunity to assist you.
We do sincerely apologize for the the inconvenience this matter ha caused you.
Our records indicate that the amount of $1503.64 was authorized as a pending hold on your account and not charged to your account. The total ********************** cost charged was $1752.20 on 12/2/2023. At SIXT at the start of every rental, when a credit card is presented a security hold is placed on the renter's card in a "pending" status until the vehicle is returned. Once the rental has ended and an invoice has been generated, the final total of the rental is posted to the credit card account. In this case, a hold was placed on your account for every extension request that was approved. The amount of $1503.64 represents the total hold amount.

The difference between the final amount of the invoice and the security authorization is released to the form of payment on file. The funds are made available to the renter to use again within 3 to 10 business days depending on the renter's financial institution. Kindly note that since the security hold remains in a pending status, it simply vanishes and does not reflect back onto the account as a credit refund. Our records indicate that the hold was released on 12/2/2023 (Authorization # ******).

With this being said documentation confirms that the only charge that should reflect on your account is in the amount of $1752.20.Since you have mentioned that the hold has not been released, we kindly ask that you consult with your financial institution to inquire how long does it take to have the hold amount reflect on your account.
Thank you for your understanding.
Customer Answer
Date: 12/22/2023
I have read the business response. There should have been an additional $248 added to the ******* not an entirely new transaction for $1752. Ive rented from Sixt before and many other rental car companies. The extensions are supposed to be charged as extensions not additional pending holds. Further 3 conference calls with myself my bank and supervisors from Sixt were made. The authorization codes were not matching up and the supervisor by the name of Red acknowledged that there was an extra transaction and the authorization numbers didnt match up. Further, he noted that he had to reach out to a credit card department to get more details. According to him there was no phone number or email address for us to reach out to this department. Was also told I would hear back from him in 24/48 hours which I never did. Was also promised a phone call back from him which I never received. In totality I went through my phone records and over **** minutes were spent with Sixt trying to figure why my funds werent released. Ultimately on ***** through the efforts of ny bank NOT Sixt my funds were returned to me. I am now seeking compensation for my time I lost working plus the aggravation and grief this has caused me and my family. 40+hours of my life and work were lost. Compensation for this is necessary.
Customer Answer
Date: 12/31/2023

Complaint: 21016241

I am rejecting this response because:
I will be filing another complaint shortly in regards to the inefficiency and Sixt's broken system of communications. For now I will outline several recorded facts in hopes that Sixt can get theirs corrected.
On **** spoke to a Supervisor by the name of Red. who acknowledged that there were two separate transactions. Where SIxt is correct in their response to my complaint here is that the final invoiced amount was supposed to be added to that pending hold. In totality becoming $1752. Instead i was left with two separate transactions the $****.64 and the 1752.
On **** ***** had a 90+ minute conference call with my bank, my self and RED. In which it was further acknowledged that there was an error by Sixt and that authorization code was not an authorization release code and in fact it was an authorization code for the $1752 that was forced on my card with out my authorization. The conversation ended with *** stating that he had to email the credit card department for an explanation to why there were several authorization holds and to why my ****. wasn't returned. *** also assured me he would get back to me in ***** hours. He never did. After several attempts to reach out to him and several promises from representatives that he would call me with an update he never did.
That same day i also updated the branch manager *************************** about the situation. She was the only breath of fresh air in this whole situation as she said she would look into what was going on, and actually did just that. I had to send her my bank statements to forward to her boss and some other information.TO find out, once again that this credit card department had to look into it and would get back to her.
Another conference call with my bank, my self and sixt was on *****. THis was an over 2 phone call with my bank conveying to sixt that they had yet to release the funds and would be able to give me back my money with this authorization release code that SIxt was unable to provide because of the failures and broken communication between their departments. Over **** minutes of my time with phone records to prove were spent with SIxt trying to rectify the issue. I want to be compensated for the hours I have lost of my life, the ability to work and frustration I endured. Moreover this should NEVER HAPPEN TO ANYONE EVER! Especially during the holidays where money is crucial and often tighter than normal to so many people.

Sincerely,

***********************
Business Response
Date: 01/03/2024
Please accept our apology for any delays in response.
At this time our system does not reflect a pending hold in the amount of $1,503.64. Kindly note it has been more than 30 days since the hold was originally placed on the card. If it is still pending, the matter will have to be furthered with your card provider. Ultimately our records reflect the 30+ days rental was refunded in full and we can only hope for your understanding that further compensation is denied.
Initial Complaint
Date:12/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a 5-day rental car with Sixt Car Rental ahead of time for a trip in *****, and was charged $280.34. They beat out the competition with their low price. When we picked up the car, we agreed to add the Prepaid Fuel option (72 Euro), which while overpriced made our trip easier, and an increase from the basic damage coverage to Smart. After the trip, I was sent an invoice detailing additional charges, incl. a ***** Euro charge for "Basic" in addition to the up-charge for "Smart" which are both insurance coverages, a "Premium Location Fee" we were never told about, which totals ***** Euro, and a 21% *** of ***** Euro. These last two charges, assuming they are legitimate, were known to the company PRIOR to our initial booking, and they did not disclose these charges, which makes them fraudulent and unethical. We tried to contact the company, but there is no way to do so. Unless we receive a refund of the *** and "Premium Location Fee" (totaling: ****** Euro), we will never give Sixt our business again. This is patently deceitful.Additionally, we need an explanation about why Smart was charged IN ADDITION TO Basic damage coverage rather than instead of, or we need a refund of an additional ***** Euro for the Basic coverage which should have been replaced by the Smart coverage.Reservation #: ********** Invoice Document #: 950136668300M00N Amount paid is in Euro.
Business Response
Date: 12/21/2023
The minimum excess LDW added at time of pick up removed the potential for a deductible, which is separate from the originally reserved coverage.

The Premiium Location Fee is a charge/fee the Airport requires for all car rental companies to collect.

The fee is mandatory for all car rental companies at the airport, varies based on a percentage of your rental total. Any additional charges increasing the invoice total will also raise this fee. This non-refundable surcharge was included in your original reservation quote.

In the event that you add additional charges or your invoice increases, so to will the locaiton fee. Regrettably, we're unable to accommodate your request in light of these conditions.
Initial Complaint
Date:12/13/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been in contact with the claims department from a rental from 01/21/2023 to 02/07/2023.The Sixt Damage Number is: 9071073215-88-801.My file was transferred to collections for due to failure of payment. The collections reference number is S.23.3373678.01.3 and is currently with Riverty.Since the notification of my outstanding amount being transferred to collections, I have worked with my insurance provider to necessitate the coverage of the damage claim reported in the damage number above. The insurance company had sent a cheque for ****** USD to pay for the damages incurred above. I was instructed that once payment was received that the amount would be adjusted in the collections amount.At this time, ********************** has acknowledged reception of the payment received, but has not updated the payment to Riverty to reflect this change. I have attached two copies of the collections owed from Sept 3rd (prior to the cheque being received) and Dec 13th (after the cheque being received). I have not seen an update from the collections department with regards to this amount that was paid to Sixt. I have also sent over the email correspondences between myself, my insurance company and with Sixt with regards to this matter.I ask that the outstanding amount from the file held by the collections agency be adjusted to match the payment that was provided from my insurance company earlier this year so that I can resolve my outstanding amount with the collections agency.
Business Response
Date: 12/19/2023
This has been updated in Sixt accounting system. Please contact the collection agency to further assist with payment.
Customer Answer
Date: 12/27/2023

Complaint: 21005000

I am rejecting this response because there has been no update to the outstanding amount with regards to this incident from the collections agency. I request that this to be further investigated to see why this amount has not been updated to the collections agency or if I am to wait for a specified processing period prior to following up with regards to this matter.
Please see the screenshot taken at 12/27/2023 in addition to the previously included documentation in my previous correspondence indicative of the outstanding amount reported.
Sincerely,

*********************
Business Response
Date: 12/29/2023
Upon a final review of Mr./Ms. ***** damage file, I have sent communications to the collection aganecy to confirm payment was recieved and we can settle on our side. Please allow **** business days for an confirmation.
Customer Answer
Date: 01/02/2024
Hi,
The company replied that there will be a **** business day processing period for my request, however I am required to provide action to close out this case or not in the next 7 calendar days. Is it possible for me to wait for the aforementioned time that they mentioned as processing time before I can close out this case once I confirm update of the charges from my end?
If not, can you advise me of my next steps regarding this matter?
Regards,
Customer Answer
Date: 01/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
As mentioned in your previous reply, I will reopen the complaint if actions performed by Sixt have not been reflected on my end.
Sincerely,

*********************
Customer Answer
Date: 01/29/2024
Hi,

I am requesting to reopen this complaint on the grounds that the damage file has not been updated to the correct amount by the collections agency. We are still noting that the outstanding amount has not changed since we last checked on 12/29/2023. The business had advised us to wait **** days for confirmation that the amount on the collections agency has been updated based on the payment received by our insurance company.

I am still unable to pay the collections company as the ****** USD adjustment has not been applied as requested in my initial inquiry. Please provide action on this or another method for us to settle the damage billled by *****
Customer Answer
Date: 02/07/2024

Please refer to Complaint ID: ******** as this pertains to a closed inquiry that needs to be reopened. I am requesting to reopen this complaint on the grounds that the damage file has not been updated to the correct amount by the collections agency. We are still noting that the outstanding amount has not changed since we last checked on 12/29/2023. The business had advised us to wait **** days for confirmation that the amount on the collections agency has been updated based on the payment received by our insurance company from the date above. I am still unable to pay the collections company as the ****** USD adjustment has not been applied as requested in my initial inquiry. Please provide an alternative method of resolving my outstanding amount with Sixt as we have tried multiple times to update the amount with the collections company with no success.

Business Response
Date: 02/08/2024

Thank you for contacting Sixt Claims Department.

You are being billed for the balance that was not covered by your coverage provider. At this time, you remain responsible for the unpaid portion associated with the claim as stated in your rental agreement.

If you have any additional questions please let us know.
Customer Answer
Date: 02/09/2024

Complaint: 21005000

I am rejecting this response.
Please review my attached documentation again. I had taken screenshots of my outstanding amount with Riverty on September 3rd (see Riverty Collection Sept 3.jpg). This was before any payment was made from my insurance company.
On October 5th my insurance provider confirmed a cheque of $****** USD was sent to Sixt to cover the partial amount of the damages outstanding with Sixt. This was confirmed to be received by Sixt as of December 12th (Claims Confirmation Email.png)
On December 13th, I have checked with Riverty to see if my outstanding amount with them was adjusted based on the payment received by my insurance provider. This amount was not updated on their system (Riverty Collections Dec 13.png)
I have been inquiring about updating these numbers as per this case number with regards to when this amount would be reflected on Riverty's end. I was advised as of December 29th that it would take **** business days for Riverty to receive the updated amount outstanding. I am now replying back with regards to this matter as it has been past the expected ETA and the amount outstanding from Riverty's end has not updated as of Feb 9th. I have taken another screenshot to indicate the new outstanding amount I am owed as of Feb 9th (Riverty Collection Feb 9.jpg) which has not been adjusted since the confirmation received on December 12th.
I am trying to resolve the outstanding amount with Sixt via Riverty, but I cannot resolve this bill unless the $****** USD that was received was reflected on my outstanding bill. I am trying to see if there are other avenues that can be taken in order to resolve the outstanding amount. If this makes things easier, I can choose to pay the ******* EUR that is specified on the Riverty bill, but I will need to have the amount that was paid from my insurance provider as a refund (****** USD) as that amount was already paid for via my insurance company.
Please advise on action pertaining to this matter.
*********************
Business Response
Date: 02/15/2024
Thank you for contacting Sixt Claims Department.
Another updated email was sent to Riverty to update their database to $586.59 to reflect payment remitted from your insurance company.
Please follow up with me directly in **** business days.
Email: *****************************
Thank you for your cooperation regarding this matter.
Customer Answer
Date: 02/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I will reach out to the contact indicated in the response directly for any further correspondence.

Sincerely,

*********************

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