Complaints

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

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• 

  Sixt Rent a Car, LLC

  PO Box 8188 Fort Lauderdale, FL 33310-8188

• 

  Sixt Rent a Car, LLC

  3900 NW 25th St STE 414 Miami, FL 33142-6705

• 

  Sixt Rent a Car, LLC

  1366 S Federal Hwy Pompano Beach, FL 33062-7209

• 

  Sixt Rent a Car, LLC

  1610 Washington Ave Miami Beach, FL 33139-3107

• 

  Sixt Rent a Car, LLC

  279 N Federal Hwy Boca Raton, FL 33432-3923

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:09/14/2023

  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.

  On August 25, 2023 at 14:00 I rented a car from Sixt. This was a car subscription, so I have the car for a month. I collected from the ** downtown branch. On collecting the car, I was told that they didn't have the correct car at the branch and asked me to drive one of their cars to the *** branch to collect mine. I obviously refused to do this. The main issue with the car they gave me is that the driver door will often not open, so I have had to climb over and out of the passenger door to exit the vehicle. This has happened three times and is incredibly unsafe. On taking it to a dealership to be checked over they told me that the alignment is off and/ or the latch is broken. This should have been picked up in a vehicle inspection by Sixt and the car not rented out in this manner.After 13 days of communication about the faulty vehicle and then over 2 hours on the phone trying to get help, Sixt asked me to stay in a town I do not live or work for 6 hours, on a day I should be working, to wait for a tow. I could not do this. They then asked me to drive the car to ********* - a 6 hour drive and over 500 miles in an unsafe car - to get a replacement. This is mileage they want to charge me for.Early on in my rental I also noticed that the air pressure in one of the tires had gone down slightly. An alert that the washer fluid was low came up on the first day. The next day an alert saying the air pressure was low in a different tire. I topped this up and carried on with the job I had hired the car for. This became something I had to correct continuously, topping up different tire's air pressure. I was working in remote **** and had to drive over a hundred miles to correct this, mileage for which Sixt intend to charge me. ****'s 'helpline' asked me to pay for the tires to be replaced for which they would reimburse me. All I asked was for the mileage to be taken off the booking, I didn't even ask for a refund.

  Business Response

  Date: 09/15/2023

  We value your business and appreciate you bringing this matter to our attention. As a Sixt customer you are correct in expecting your rental be in perfect condition. Please note that all our vehicles are checked thoroughly by members of our trained staff and any technical issues found are reported to be fixed/corrected prior to the next rental. However, despite careful maintenance, we cannot prevent occasional technical problems from occurring. These are unforeseen circumstances beyond our control.
  
  Regarding your mileage request, we assure you this will be reviewed, however, we are unable to determine the mileage charge as of now since the current agreement ends on 9/25/2023. Once the mileage has been reported we will be able to make a determination. 

  Customer Answer

  Date: 09/24/2023

   
  Complaint: 20605196
  
  I am rejecting this response because:
  

  We now have confirmation from the ****** dealership that the front left door did not open properly as the door lock actuator was not working. This is something, a front door not opening, that should have been picked up in the most cursory of inspections. This meant we could not use the hire car for four days. This was completely in your control.
  
  
  The atrocious customer service which has continuously ignored our complaints and answered different issues is completely in your control.
  
  
  Your road side assistance telling us to drive a dangerous vehicle for hundreds of miles to get fixed is in your control.
  
  
  Your road side assistance telling us to wait six hours for a tow whilst hundreds of miles from our home is in your control.
  
  
  Keeping me on the line for hours whilst offering no viable solutions is in your control.
  
  
  Failing to respond an email about this vehicle for over a week, but responding to negative comments online within a matter of hours is in your control.
  
  
  Failing to put washer fluid in the car is in your control
  
  
  The tire pressure issue was in your control. This led to huge issues with my work.
  
  
  Further to the suggestion you do detailed inspections, on our last hire from your company, Sixt tried to charge us for smoking in the car - I literally cant smoke because of a lung condition - and Sixt had to admit their error in the inspection and refund the fine.
  
  
  Ive been a customer of yours for over a decade, this is atrocious customer service. You haven't properly responded to any of our points for weeks. Youve literally put us in a dangerous situation. 
  
  
  The milage has been reported.
  
  
  Im speaking to a lawyer tomorrow morning.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/28/2023

  We must kindly reiterate that we have requested that the vehicle be exchanged at a nearest SIXT location. Once the vehicle has been swapped, we will be pleased to investigate compensation. We can only kindly ask for your understanding that we won't be able to make any changes to your rental until the car is returned and the necessary inspection has been carried out. Our documentation shows that the branch manager, *****, attempted to contact you yesterday evening to resolve this matter for you to no avail.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20605196
  
  I am rejecting this response because:

  The paperwork from the ****** dealership was attached to the previous correspondence. I was asked by your employee on the phone to take the car to a dealership which was hundreds of miles away from my location.

  Calling twice in one day after nearly a month is not really good enough. I have also been advised to keep all correspondence with you in writing.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2023

  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.

  Date: 13/08/2023. Damage #:********** First and foremost, one star Sixt has in the BBB site. No wonder, and I can see several complaints with similar scams like the one they did to me. This is not the same Sixt I used to rent with before.I rented a Vehicle out of ***********. A *** X5. I paid $279.23. A week after returning the vehicle, I received an email from Sixt, saying I damaged the vehicle and there was a claim to be paid. Document is uploaded. They sent me pictures of the damage (also uploaded). I called them to learn more about this. The representative told me I had scratched one of the wheels. I said that I'd like to challenge that, because I didn't think I had done that. I asked how do you know it was there before? Show e a picture of the previous rental without the scratch. I asked for a proof that the scratch wasn't there before I rented it. There was no picture of the unscratched wheel from the previous renter. I asked, how do you know it wasn't scratched by a Sixt employee while moving the car around? She said I had signed a contract and I was responsible for damages. She then asked me if I had a picture of the wheel undamaged taken by me when I picked up the car. Are you kidding me? When you rent a car (at 11 PM inside an airport garage) you look around the vehicle for evident damage, who takes close up pictures of the wheels? In the picture they sent you can't even see the scratch!!!! But the scam doesn't stop there. The bill they sent is for $1,071 dollars!!!!! Where's the regulator for this industry? Can they try to charge you whatever they feel like that morning? The original rim at a *** dealer is less than $500! Picture attached. I hope this review help people protect themselves and stop renting at this company. And I want them to retire this claim before my insurance company has to pay it.

  Business Response

  Date: 09/14/2023

  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: 09/14/2023

   
  Complaint: 20595749
  
  I am rejecting this response because:

  PLEASE PUBLISH MY COMPLAINT, I DIDN'T SEE IT IN THE **** COMPLAINTS TODAY WHEN I CHECKED. THEY WANT TO PURSUE CHARGING ME FOR A DAMAGE I DIDN'T COMMIT, AND LITERALLY ROB $1,000 FOR A WHEEL SCRATCH. I HAVE NOTIFIED MY INSURANCE WHO WILL PAY, BUT WANT PEOPLE TO KNOW WHAT KIND OF COMPANY THIS IS AND WHAT TO EXPECT IF THEY DO BUSINESS WITH THEM. THANKS.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/18/2023

  Thank you for contacting Sixt Claims Department.
  
  Please provide us with the claim number and contact information for your coverages insurance carrier so we may forward the bill to them for review.
  
  Please be sure to include the name of the insurance provider, their claim number, phone number, email address, and fax number.
  
  Thank you for your cooperation regarding this matter.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20595749
  
  I don't agree with their response. Regardless, I have started a claim with GEICO insurance.

  They request policy and claim numbers, which I'm providing here:

  Policy #:**********
  

  Claim #: 8777277990000001
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/12/2023

  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.

  August 11,2023 I rented a car from Sixt in ********* *******. We were given the keys and we inspected the car and everything looked fine. We returned the car 8/22/23 and give the keys to the attendant who looked over the car and said we were good to go. A week later we received a email indicating they found damage to the bumper and we have to pay over $500 for repairs. We are not occasional renters and know to inspect the car. I researched Sixt history on this issue and saw that this seems to be a frequent pattern of just handing over the keys and a upon return just handing over the key and the attendant of nonchalantly looking over the car and sending customers off. Then surprisingly a repair bill follows. I continued to read the same scenario time after time. This seems to be a familiar way to mislead customers who are ******* to catch their flight and letting them believe everything is fine with the car. I am appealing this charge. This is clear fraud.

  Business Response

  Date: 09/14/2023

  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: 09/14/2023

   
  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:09/12/2023

  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.

  I rented a car from Sixt Rental from *** Airport from August 9-August 14 and returned it at 3am. When I picked up the vehicle I noticed that even though the agent told me it was BRAND new, the inside and outside of the vehicle was dirty, and it had several scratches!! This should have been the 1st red flag!!! I told two different attendants about the scratches and damage on the inside and outside and was told that I would get an email to report the damages- This should have been the 2nd red flag!!!! We took pictures and waited for the email, which but did not come until the day I returned the vehicle- Should have been the 3rd red flag!! I returned the vehicle in the SAME condition I picked it up- a little cleaner, at 3 am -keys dropped in the drop box. Only to get a bill for close to $800 for a dent I did not cause!! I have been driving tractor tailors for over 20 years and have NEVER caused an accident nor damaged any company property!! I have a clean driving history, drive a 2023 Silverado daily that is scratch and dent free- I am by no means an amateur when it comes to driving!! I returned the vehicle on August 14 at 3 am, and received an email that damage was noted on August 16th? Two days after I returned it? Did Sixt even look at their cameras? Or did they pull the old switch-a-roo with the license plate? The *** number certainly isnt included with the initial rental agreement.This was my first and last time renting at Sixt. I never knew low budget meant shady!!! But I guess thats the only way they can provide low prices (by putting liability on others)! I will never rent from them again and will continue to rent from **** and Budget which I have NEVER had an issue with! I wish I had a suggestion to the average ******************* who trust that when they drop their vehicle off they would not be scammed into paying for damage they did not cause- but I dont. Only thing I can say is RENTER BEWARE or YOU MAY BE NEXT!!!!

  Business Response

  Date: 09/14/2023

  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: 09/14/2023

   
  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:09/11/2023

  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.

  On 8/9/23, I was to check in for my rental car pickup with **** which was set up and facilitated by EXPEDIA. During the web check-in, none of my cards, or my family's worked, with the website providing technical error codes. The **** website, however, did not notify us that a credit card was required. With what we knew then, we decided to go to the rental office more than an hour before our designated pickup time. When I arrived and inquired about the payment issue, the management at the **** location at *** told me they don't accept debit cards (even charged as credit) and only accept credit cards. This information was never displayed anywhere on EXPEDIA or ****'s website throughout the rental process. I pushed more but the manager told me that the only thing she could do was to have the rental canceled and refunded, and I'd need to contact EXPEDIA for the refund. This occurred around 10:30, still before my designated pickup time, and per ****'s policy, still qualifies for a refund. When I contacted Expedia about a refund, they told me that they were unable to contact **** and would get back to me once they did. When I received EXPEDIA's reply, I was told that, according to ****'S policy, no refund will be issued...despite the policy explicitly stating refunds are issued for cancellations up until the designated pickup time. I then contacted **** and they pushed the issue back to EXPEDIA saying that the rental was pre-purchased by EXPEDIA and the refund rested with EXPEDIA. After repeated emails with similar content, Expedia has replied, today, that **** is "holding to the original cancellation policy"....despite, again, their policy entitling me to a refund. My rental was canceled by **** because of issues on **** AND EXPEDIA's end, this isn't even a random cancellation by me, it was canceled by ****'s manager and I was GUARANTEED by the same manager that I'd receive a refund after contacting expedia.

  Business Response

  Date: 09/11/2023

  Kindly note per SIXT policy, we accept debit cards at all SIXT airport locations when the following requirements are met:
  - Customer presents a Driver's License from a state different than the pick-up state, or
  - Customer presents a flight, train, or bus roundtrip itinerary matching the pick-up and return dates of SIXT rental and made at least 24 hours prior to pick-up, and
  - vehicle category is an Economy through Full-size sedan, a Compact through Intermediate SUV, a Pick-up truck, or a Van.

   

  In addition, our Cancellation policy is as follows:
  A prepaid booking can be canceled before the start of the rental. In the event of a cancellation, any refund of the payment made towards the rental is subject to a cancellation fee. The cancellation fee will never exceed the total prepaid amount.
  - Cancellations up to 24 hours prior to scheduled pickup time will result in the collection of a $100 cancellation fee (excl. tax). The remaining prepaid amount of more than $100 (excl. tax) will be refunded.
  - Cancellations within 24 hours prior to the scheduled pickup time will result in the collection of a $200 cancellation fee (excl. tax). The remaining prepaid amount of more than $200 (excl. tax) will be refunded.
  - No refund will be issued in case of cancellation after the scheduled pick-up time.

   

  This information is displayed in our rental information on www.sixt.com.

   

  We have noted your reservation to reflect SIXT does not object to you receiving a full refund, however, you must submit the request directly through Expedia at this time.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20583657
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************

   

  both company do not want to refund me 

  according to SIXT policy  I do not nine loss $200. But now SIXT do not refund me rest of the money 

  that is not doing good business 

  Business Response

  Date: 09/13/2023

  In this instance, we must reiterate that **** has noted the reservation that we do not object to a full refund.  The customer must request the refund directly through the 3rd party booked and prepaid with.

  Customer Answer

  Date: 09/13/2023

  
  Complaint: 20583657
  
  I am rejecting this response because: I have simultaneously filed a BBB complaint against EXPEDIA and, after their own internal investigation, they replied saying that, once again, SIXT has provided an "unfavorable response" and "denied" my refund as they "decided to stay firm to their policies." Clearly, SIXT has not communicated their intent on not objecting to my refund with EXPEDIA despite the many times Expedia has contacted them after my refund requests PRIOR to my BBB complaints. This is ridiculous as I have repeatedly contacted both companies with Expedia saying they can't refund me because SIXT has denied the refund based on policy and then contacting SIXT only for SIXT to tell me they do not object to the refund and that it is up to Expedia, the 3rd party,...who can't issue to refund because of SIXT's denials. 

  SIXT is either lying about not objecting to my refund, or has severely failed in their communication with Expedia and I hope it is the latter. I have also attached a screenshot of the relevant portion of Expedia's response to my BBB complaint in which you can clearly see that this refund is STILL being held up by SIXT's denial based on their own policy. 

  Sincerely,
  
  ************

  Customer Answer

  Date: 09/14/2023

  According to SIXT policy 

  I dont nine I lose $200

  but SIXT need to give me back rest of the money  and Expida .Com said already transferred my booking $ ****** to SIXT rental company  so now both company do not want to give me back

• Initial Complaint

  Date:09/08/2023

  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 rented a car from ********************************* on 8/31/2023 at 11:00 pm and returned the car on 9/4/2023 at 12:00pm.When I returned the car, I went over it with the Sixt employee and there was no damage to the car. He stated to me every is good the I was good to go. There was no damage to the car. They sent me a form and stated to me there was damage done. I deny that I damaged any part of the car. I treat a rental as if it's my own car. I am 73 years old and aresponsible man.The attendants that work for ******************* in the car rental lot drive these cars like race car drivers in a very crowded lot.This is a SCAM that they are trying to get over $700.00 from me for a minor scratch on the car. It was dark at night and mlm I checked the car as best I could and didn't see any damage.

  Business Response

  Date: 09/11/2023

  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.

• Initial Complaint

  Date:09/07/2023

  Type:Product 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 was double-charged by Sixt for a rental car transaction last year. I reserved a large SUV with Sixt from 2/26/22-3/5/22 for a trip. When I picked up the car at ************* on 2/26/22, I was originally offered a ***** Tahoe but thought it was too big for me to handle, so I switched to a ****** 4Runner on the spot with the approval of the Sixt employee. I just reviewed my credit charges for 2022 and found my *********** credit card was double charged for $884.20 with a total of $1768.4. And I found there are 3 different invoices in my email from Sixt for 3 different cars for the same period! Only the invoice with ***** Tahoe had my signature on it, while the invoices for ****** 4Runner and Infinti QX80 had no signature or approval from me. Apparently, I was double charged for a car that I never drove! This is pure fraud! I contacted Sixt customer service via email on 8/31/23 with no response. I demanded a refund of the double charge- $884.2.

  Business Response

  Date: 09/08/2023

  With our prepaid rates, you pay in advance for the expected rental total at the time of booking.
  
  When making the booking you also provide binding driver and payment data. If you submit a different credit card upon pick up, we refund the amount already paid to the credit card account originally used. Our records show a full refund of the $761.32 prepaid amount was processed to your **** ending in 092 on 2/26/2022.  SIXT then charged the Mastercard ending in 265 provided upon pick up for the full $884.20 amount of the rental on 3/6/2022.
  
  
  To further review your claim we kindly ask that you provide us with a copy of your financial statement where the charges are visible (unfortunately the Excel image will not suffice). Please provide us this information as a common document or image attachment (ex. PDF, DOC, JPG, PNG), not a weblink.
  
  Additionally, we kindly ask that you confirm the last four digits of the card number.
  
  Once received we will investigate further to obtain root of cause for resolution.

  Customer Answer

  Date: 09/08/2023

   
  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:09/06/2023

  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.

  I rented a car from Sixt at ****************** Airport in July (7/9 to 7/19). I only used the car for the 5 miles between hotel and work / local restaurants. The car was either parked at work or the hotel parking lot. When I returned the car, the return clerk took photos of the front bumper and on the driver side claimed those were damages, despite the fact I could wipe off the dust and "damage" is gone as shown in the photo I took. Subsequently we received an invoice from Sixt for the alleged damages. Despite having verbally communicated with **** about the situation, Sixt still refused to acknowledge the return clerk photos showed dirt on the car rather than actual damage. We emailed Sixt to ask for photo proof of the car condition immediately prior to the rental, Sixt could not produce one and insisted the burden of proof is on the customer. Per the ********************** agreement, customers will have the opportunity to check the car at pick up. However, Sixt rental agent only presented the car after the rental agreement has been signed. I did not have a copy of the rental agreement on hand to verify the car condition when I got the key. An electronic copy was emailed to me after the fact. We have asked Sixt to send photo evidence of the cars condition immediately prior to the rental period to verify the alleged damage was not pre-existing. Sixt was not able to produce evidence. Instead they place the burden of proof entirely on the customer which is an unfair practice to the customer. I should not be paying for damages not caused by me. Please remove the damage claim in its entirety.

  Business Response

  Date: 09/11/2023

  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.

  Customer Answer

  Date: 09/12/2023

   
  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,
  
  Chingti (aka *****) ****

• Initial Complaint

  Date:09/06/2023

  Type:Sales and Advertising 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.

  On June 25, 2023 I rented a car from SIXT Car rental at the **************** *** airport. I returned the car on June 28th. SIXT has falsely accused me of smoking in the vehicle and charged a $400.00 cleaning fee. After several emails with SIXT, they refused to drop the charge and asserted that best business practices were used to cement their claim. My credit card company also unsuccessfully attempted to reverse the charge. Now Im stuck with a $400 cleaning fee. I was the only vehicle occupant during the rental period and I have never smoked. Rental agreement number **********.

  Business Response

  Date: 09/07/2023

  After a careful review of your rental agreement, it has been documented and confirmed by members of the branch that upon the return of your rental vehicle a smoke odor was detected and therefore the vehicle required a special cleaning prior to the next rental.
  
  I can only ask for your understanding that all rental vehicles at SIXT are non-smoking and in the event that the vehicle is returned with a smoking odor, the renter will incur an additional charge of $400. This information is visible to all renters via the hanging tag that is placed on the rearview mirror of the vehicle for renters to review.
  
  In view of this information and supporting documentation, we must respectfully decline your request for a full refund of the smoking fee.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20563754
  
  I am rejecting this response because:  This is criminal.  Without standing by the returned vehicle and awaiting receipt to confirm vehicle condition, the renter is left to the whims of the rental car company and their discretion / malpractice.  In my case SIXT has wrongfully charged me a smoking fee when i did not smoke, i do not smoke, and i've never smoked in my life.  If the branch manager at *** is claiming smoke was present in the vehicle, then the manager should be investigated because from my perspective, SIXT is committing fraud.  According to ****** and a group called ****** ********* ***** and other rental car companies were accused of wrongfully charging $400 smoking fees to multiple customers, and apparently there is no recourse other than to complain to the BBB, places like Elliot ********* and social media.  So i get it, SIXT will not refund the fee because they don't have to.  Way to go, SIXT.  You're $400 richer.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/11/2023

  I am sorry that our reply could not be a more favorable one.  While we know you may be disappointed by our response, it is based on sound business practices which allows us to be fair and consistent. 
  
  
  Kindly note as a gesture of goodwill, we have applied a $150 discount back to your card and ask that you allow up to **** business days for reflection to your account.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to review it. 

• Initial Complaint

  Date:09/06/2023

  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 payed for a rental vehicle through Priceline for Sixt rent a car in ******* *****. The reservation was for 1:48 pm central time, they close at 2:00 pm central time ( of wich I was not informed). We got off the plane at 1:48 pm, and tried to find a Lyft to the ******* location and got there at 2:30. They were closed, and my wife ( who is disabled) were stranded in ****** ***** walking with all of our luggage. We had to pay an extra 110 dollars to Uber and hour and forty minutes to families house. Then rent another car from somewhere else. I have attempted to contact them for three days, and they refuse to answer the phone, they said we were gonna get our money back at the airport, but I have not. They have stolen 450 dollars from me, and I need it back. Thank you

  Business Response

  Date: 09/07/2023

  Please accept our apology for the delay in response.

  We are sorry to hear that you were unable to complete your rental as planned.  Kindly note that our records reflect that the reservation was booked through Priceline.  Based upon the attached image, the branch hours of operation can be viewed prior to confirming the reservation.  Nonetheless our records indicate the reservation was cancelled without penalty on 9/6/23 and a full refund of the $346.46 prepaid amount was processed.  We kindly ask that you allow up to **** business days for reflection to your account.