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:02/13/2024

  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.

  Is this happening to other **** Rental clients? Contract **********, claim SX-***************** We rented a ***** SUV at the ************* from December 16 to December 23 of 2023, but since it was Christmas Eve. I had to buy some gifts for my daughters, and instead of delivering the car at the same airport, we delivered it in **************** and checked that everything was fine. During our entire rental, we never had any problem with the car in any way.After more than a month of delivering the car, we received an email saying that we had made a small scratch under the rearview mirror and that we owed almost $1,000 for that damage, which first seemed very expensive to us and secondly and, more importantly, we did not do damage the car. They informed us entirely out of time when we did not have time to prove anything.When we delivered the car, the **** employee did not even approach us to validate the delivery but instead stayed in his office, and we had to take him the key. In the same way, when they gave us the car, no one ever validated with you that it had no damage or gave you evidence with photos of the car they gave you.They have told us that sometimes this happens when the cars are delivered to different locations. We have no way to defend ourselves from this company that now wants to charge us almost $1,000 for damage that we did not do, nor do they respond to our emails where we argue this.

  Business Response

  Date: 02/15/2024

  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: 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.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:02/12/2024

  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 writing this complaint against the SIXT Car Rental Company which I believe to be fraudulent for charging me a fee which they are responsible for. **** has issued a Claim against me related to a vehicle I rented on April 20, 2023, in ***************, *******.The **** claim number is: ********** **** is claiming that I owe them over $400 for the cost to tow their rental car that was rented to me **** faulty condition. **** has sent this claim to the collection agency ***********************.Background:My husband and I were in town for our sons wedding and rented a car from ****. We arrived from the airport to the **** office, picked up a ***** and went to our lodging.A couple of hours later we left to meet our son and his fianc for an early dinner. The *****'s *** didnt work and I had to manually unlock the drivers side door as well as reach over to unlock my husbands door. We noted that it was a new car but not in a new-car condition.****** was at ************ at 6:30 pm and we arrived early at 6:15 pm On April 20 2023, in ***************, the sun set at 7:47 pm. We arrived at our dinner an hour and half before sunset, so I never turned on the cars headlights because there was no need to. In fact, the entire time I had the ***** in my possession, I did not turn on the headlights.We dined outside and I sat looking at the car the entire evening, and did not notice anything out of the ordinary.When we went to leave, the car would not start up - the lights flashed rapidly several times on the inside, and the car would not start. Someone in the parking area offered to jump start the car, but since it was a rental and possibly a hybrid, I did not want to damage the car in case the hybrid models use a differed jump then I am accustomed to.I have Roadside Assistance, but since I did not cause the *** to fail, nor the car not to start, the problem clearly originated with ****s faulty vehicle. I called the **** Repair number. I was on hold for a long time and finally spoke with someone who told me that **** would send someone out the following day.We had to Uber to our lodging that evening.The following morning was a breakfast for my sons wedding party which, sadly, I had to miss. I took an Uber back to the restaurant where the car was parked overnight.**** sent a Professional Automobile Agent to assess the situation. He jump-started the car and then after hearing about the symptoms I described, he determined that it needed to be towed because should there be a serious issue with the car, it could possibly be damaged by driving it.****s Agent towed the car to the rental office. **** apologized for my inconvenience, upgraded me, reimbursed me for my Uber costs and gave me a $50 voucher towards a future rental. When I returned the new vehicle 2 days later, they waived the fuel charge as well. Everyone was courteous and respectful Several Months Later:Around 6 months later, out of the blue, I received a letter from a collection agency, *********************** claiming that I owe **** over $400 for the tow charge.Convinced they had made a mistake, I called the collection agency and then eventually spoke with Claims at ****. After many conversations with Claim agents after long hold times, it took **** 17 days for a supervisor to finally get back with me.**** is claiming that since returning the vehicle, it has had no further issues, and therefore I am responsible for the Jump Start and Tow charge because there was nothing wrong with the car. ****s supervisor as well as the ***************** both stated that I need to prove that something was wrong with the car, or that I was not the cause of something wrong with the car. Yet, no one in this entire process has offered an explanation as to how I could damage the *** or cause the car not to start.After picking up the car, the *** never worked for me and the second time I tried starting the car, the car did not start. I have several witnesses willing to testify to this. If nothing was wrong with the car, why would I go through this enormous inconvenience and miss my sons wedding breakfast?**** is also claiming that since I declined their Roadside Assistance package, I am responsible for the Tow that ****s Agent had ordered.I HAVE ROADSIDE ASSISTANCE, which is why I declined the Roadside Assistance Package from ****. If I had damaged the car in any way - such as driving it into a ditch, or leaving the headlights on - I would be responsible for any damage I caused as stated in the agreement I signed.If I had done anything to cause the car not to start, I would have called MY Roadside Assistance, not ****s, I wouldve had it taken care of it that evening, had my expenses covered, and not have missed my sons wedding breakfast the following day.Instead, because I was rented a defective car by ****, they were the ones responsible for how they wanted to fix their propertys problem.The burden of proof lies with ****. **** needs to establish that they didnt rent me a faulty vehicle and provide a detailed explanation of how I could damage an *** or cause the car not to start.I am not responsible for the defective state of the car as it was rented to me. I am not responsible for the cars *** failure, nor for the car not starting up. I am not responsible for the assessment by the Auto Professional representative that **** sent out. I am not responsible for how **** decided to deal with reclaiming their vehicle so as not to damage it further.When I picked up the ***** 3 from ****, it was defective. I did my best to help **** resolve the issue with their property and did everything **** advised.I believe ****s claim against me is fraudulent. To this day, after countless calls and conversations with Claim Agents and Supervisors, (which I have notated) no one has actually listened to my entire account. They cut me off without offering any explanation of what I couldve done to cause the *** to fail or the car not to start. And they still have not proven that they did not rent a faulty vehicle to me. I believe that ****s aggressive action of handing this claim over to a collection agency is an intimidation tactic to try to coerce me to pay for the fees that they are ultimately responsible for.

  Business Response

  Date: 02/15/2024

  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: 02/16/2024

   
  Complaint: 21284546
  
  I am rejecting this response because:

  SIXT rented me a defective vehicle and I am not responsible for it's repair. SIXT has still not provided an explanation as to how an FOB would fail after driving from the rental office to my lodging nor what I did to make it fail. They have not provided an explanation as to why the car did not start after my second time driving it given that I only drove in the daytime and never turned on the headlights.

  SIXT is not taking responsibility for the maintenance  of their vehicle. SIXT is placing the cause of their vehicle's failure on me, and charging me. This is fraudulent.

  As I mentioned in my message to SIXT, I will now file a formal complaint with the ************************* the Attorney General of *******, the Attorney General of *****************, and the Consumer ******************* of the ****************, as well as leave one reviews.

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

  Business Response

  Date: 02/19/2024

  Thank you for contacting Sixt Claims Department.
  
  We have thoroughly reviewed the complete file for the above-mentioned damage number.
  Sixt has decided to continue financial pursuit of this claim.
  
  Please be advised that you did not purchase our optional waiver for roadside assistance which includes reasonable towing services, therefore you are responsible for the towing charges.
  
  If you have any additional questions, please let us know.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21284546
  
  I am rejecting this response because:

  **** rented me a defective vehicle which did not start in the evening of the same day I picked it up. The *** of the vehicle never worked and I never turned on the headlights.

  I did not purchase the **** roadside assistance because I have Roadside Assistance which would cover any accident I would have been responsible for.

  The agent that **** sent out the following day determined the car was defective and so had to be towed. I would have much prefered to drive the car after the jump start and attend my son's wedding event instead of wasting time to go back to the office to switch out cars.

  **** determined the car was defective and so **** towed the car. Months later, **** claims the car was not defective and so is placing the blame and responsiblity on me for the Tow that **** ordered.

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

• Initial Complaint

  Date:02/11/2024

  Type:Sales and Advertising 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.

  On February 9th, 2024, I rented a vehicle from Sixt Rent A Car via Priceline.com. I ordered a mid size sedan and received confirmation number ********** from Priceline and f********** from Sixt. Upon my arrival to Sixt, I was told that the vehicle had not arrived at the location yet. I was told by the agent that the vehicle was still at *** *************** location where they stock pile their vehicles due to the high demand. I was told to call the business number and request to pick the vehicle up there otherwise they could put me in a vehicle at this location if I wanted to pay another $82 per day on top of the $33 I already paid per day. I decided to contact the number and request the pickup at the airport. When I spoke with an agent, I was told that the vehicle that I reserved was no longer available. I was told that I could be put into another vehicle for an additional fee of $52 per day. When I told them that I had a confirmation for this car and if it wasn't available that is their issue, not mine and I was not paying an additional fee for a vehicle rental. I was told that they could not help me. I was told that I would now receive my refund in 2-15 days from now. Now I am out $225 for a car rental and I need to come up with another few hundred dollars to find another car. This is complete fraud and now they are holding my money hostage making me short money for my vacation because I have to dip into my pockets more for a vehicle i already reserved. This company should be paying a heavy fine or put out of business.

  Business Response

  Date: 02/21/2024

  We are sorry to hear that your rental was not completed as expected.  Our records indicate the full refund was processed on 2/10/24.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21277494
  
  I am rejecting this response because:

  This does not resolve the issue of accepting a rental agreement online and attempting to bait and switch the consumer at the counter.  I wasted a day attempting to resolve an issue in which your company refused.  Not only was I out a vehicle, I lost a day to spend with my family while on vacation.  I needed this vehicle to travel to visit a sick family member and since I was not able to secure this vehicle, I wasn't able to visit with them.  I had to stay local and use paid to travel services.  This is a textbook case of bait and switch and costly to consumers who are without other options.  

  This would have been a slightly different scenerio if it was a few dollars more but they offered me a vehicle at an additional $82 a day.  No where does it say that the vehicle rented may not be available upon picking up the reservation nor does it say that this reservation is only a deposit and additional fees may be needed up picking up A vehicle.  This reservation was for a specific vehicle, at a specific price, at a specific location.

  This is unacceptable!!  

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

• Initial Complaint

  Date:02/10/2024

  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 Sixt from 11/20/2023 through 11/22/2023. I paid for my vehicle and was aware that they might charge me for tolls at some point in the future. They charged me in December for $45.97 with no invoice or explanation of what the charges were. My credit card flagged this behavior as suspicious and froze my card when I told them I did not know what the charge was for. I then spoke with Sixt about the toll charges and mailed them a personal check to cover the fees. They then charged my credit card again on January 6th and now will not refund my money for the double charge. I do not want to give them my bank account information, they have shown that they will charge me with no regard for invoice or my inconvenience and I so not feel safe with them having that information. I want them to cut me a check and mail me my refund or refund my credit card. They have stopped corresponding with me. My case number with them is ********.

  Business Response

  Date: 03/08/2024

  In this instance we will submit the request for reimbursement via check and kindly ask that you confirm the address to which the check should be mailed to.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21275666
  
  I am rejecting this response because:

  I will not **** this resolved until I get my refund. 

  Here is my address:

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

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

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

  84108

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

• Initial Complaint

  Date:02/10/2024

  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.

  On 30 December, 2023 I was charged $500.00 by SIXT ***. This represents a penalty fee for smoking during a rental of a car from their ********* Airport branch from 25 - 29 December, 2023. The charge total represents $400 "smoking fee" plus $100 "special cleaning fee".I have never smoked in my life, nor did anyone who smokes have access to the car during my rental period. Thus if there is any potential smoke scent or ash associated with this vehicle, it did not come from my rental period and thus cannot be attributed to me. I originally disputed this charge directly with ****, and they completely disregarded my defence. I then asked for proof, but what they provided was insufficient and, in my assessment, fraudulent. This evidence' was in the form of a few photographs of ash on a dashboard and side panel. However, this could easily have been planted later; I would add that the images show a womans finger with long painted nails, but the person who received my car upon return of the rental was a man without such nails. In addition, the images sent had their metadata removed, so there was no way to determine when or where these photos were taken. I then tried to dispute the charge with my credit card company, but they ruled in favour of ****. But they advised me to try with you.

  Business Response

  Date: 03/07/2024

  Please note that all of our vehicles are provided with a hangtag to advise customers of information essential to a pleasant rental experience, which includes information on our cleaning fee that results from smoking in our vehicles.
  This images provided were those taken by branch management which is an internal process that allows us to not depend on only 1 person's validation of the charge.  While we understand your claim of having not smoked in the vehicle, our branch personnel have confirmed that the vehicle was not returned in the same like fashion.  As a result, the vehicle could not be readily rented out and required a special cleaning, thus the smoke  charge.
  At this time our records indicate a chargeback has been initiated by your card provider.  In this instance, our Accounting team takes over the matter and will further communicate with your card provider directly.  They in turn will provide you with the results of the communication.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21274845
  
  I am rejecting this response because: The explanation provided by the company is false. The car was returned to the company in the same condition as it was in when I was rented it. If there is any damage, e.g. smoking, it was not done by me, nor did it occur during my rental period. Therefore I am not liable for this charge.

  Furthermore, to suggest that the situation is being dealt with elsewhere via the credit card company is pointless; if SIXT were to refund the charge then the matter would be closed, regardless of credit card company involvement. Besides, it was a member of this credit card company who informed me of the Better Business Bureau and suggested I make a complaint through them.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/21/2024

  Unfortunately the chargeback prevents any further discounts from being applied to beyond the $150 net already applied on 1/2/24.  If the chargeback is cancelled we are prepared to apply an additional $150 refund to reduce the cleaning fee by 50%.  Please let us know if / when the chargeback is cancelled.

• Initial Complaint

  Date:02/09/2024

  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 had a one day rental and was quoted $214 appx. I added insurance, toddler seat, and an upgrade so the new total came out to be $240 appx. They never gave me a toddler seat, so I am seeking a refund of those charges. When I brought the car back the next day, I did the walk through with them and they said everything look good and I signed off it. I received the sign off and an email saying that my charges will only be $240.47. A few days later, I was charged $1,049.14. I did not receive a phone call or anything to understand what the charges were for. They claim that I smoked in the car ($400). I have never smoked anything in my life! They also charged an exorbitant cleaning fee ($250). The car was not dirty and we only rented it for one day? I am seeking a refund for both the smoking fee and the cleaning fee. I also would like pictures of anything they found where they thought I was smoking in the car. How does my estimated charges jump from $240.47 to $1049.14? I am seeking a refund in the difference of that total ( and the reduction of the toddler seat ($24) for a total of $834.67.

  Business Response

  Date: 02/22/2024

  Upon further review of your inquiry, our records indicate the matter was resolved on 2/14/24 with the removal of the cleaning fees and toddler seat charge.

• Initial Complaint

  Date:02/09/2024

  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.

  In September I had the unfortunate experience of renting two cars back to back from Sixt. They subsequently hit me with damage ON BOTH that they claimed I had caused. I filed through BBB, and they ended up dropping both claims. However, I just recieved a collections notice re: the first rental. Terrible practices as it was, and I am ready to take this to the local news channel, as I have started a group of people who have had similar experiences. Damage #**********

  Business Response

  Date: 02/19/2024

  Thank you for contacting Sixt Claims Department.

  **********, this damage file was closed and a closure letter was sent to your email on file for your records. Please confirm the damage file to further assist. 

  Thank you for your cooperation regarding this matter. 

   

• Initial Complaint

  Date:02/07/2024

  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.

  Rented vehicle in ** from this company at ***** International between 12/2/23 and 12/3/23 Drove 164 miles in ** using no tolls before returning the vehicle on 12/3/23.On 12/22/23, this company attempted an additional charge of $57.99.On 12/26/23, I called in regarding this attempted charge and was told this was for tolls used.After reviewing the charges with representative April from this companys toll department, it was determined that these charges were not from the rental vehicle I was using in ********, but, from a rental vehicle in ********, apparently, using the transponder that was assigned to the rental vehicle I was using.***** provided a letter confirming that these charges are not valid.On 12/30/23, this company proceed to still charge my credit card for $57.99 On 12/31/23, I initiated a chargeback with my credit card company regarding this.On 1/24/24, this company sent an email requesting payment for this charge.On 2/7/24, this company sent an email threatening collection activity for this charge.These charges are not mine and I refuse to pay for this company's mistake.Please assist me in resolving this issue

  Business Response

  Date: 02/27/2024

  Dear Customer, 

  We appreciate your feedback. Our records indicates that you have filled a dispute with your bank. SIXT will be happy to refund and resolve the issue for the tolls once the dispute with the bank is either resolved or cancelled. Due to this dispute, we are unable to take action on your account. 
  

  We appreciate your understanding. 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21263018
  
  I am rejecting this response because the issue is clearly an error on your part. You refuse to admit the error and clear up this matter. Youve had multiple opportunities to refund this charge, yet you chose to pursue collection activities instead. I will not cancel my dispute with the bank as this is an unauthorized charge on your part. That is why we are at an impasse. People need to know how far a bad business will go to not admit their mistakes, accept responsibility, and actually apologize for putting people through this. This is on your end to fix your error, not mine.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/08/2024

  Our records indicate the chargeback has been resolved.  At this time we have submitted a refund in the amount of $57.99 for processing to Mastercard ending in 698.  Please allow up to 3-10 business days for processing to the account.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21263018
  
  I am rejecting this response because I have not received any resolution to the chargeback from my bank. Also, SIXT has yet to admit to their mistake and apologize for their error. Processing a refund doesnt make up for this. Businesses need to be willing to accept responsibility for their employees actions. It shouldnt be the consumer is always wrong until proven otherwise. When its clearly your mistake, admit youre wrong and make amends, not fight until the end. This is a colossal waste of time and energy. 2 1/2 months knowing you were wrong while stating otherwise. I hope others read this and avoid using SIXT. I know I will.

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

• Initial Complaint

  Date:02/07/2024

  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.

  Sixt car rental company charged me $1,300 unlawfully, supposedly for renting a car from them for ***************************** the original rental contract. However, the truth is that I did not rent the car for any additional days at all. The original contract was fulfilled when I gave up possession of the vehicle to Sixt on October 4th, 2023 at around 4:30 am.The two left tires of the vehicle I rented went flat while I drove to the Sixt rental car return station at *********** on Wednesday **************** 4, 2023 at around 4:15am. Shortly after this happened, I realized the vehicle was no longer safe to drive. I found a parking spot on the street only 2 miles from Sixts ************** location. After parking there, and before the contract expiration, I called Sixt customer support multiple times to report that the vehicle was not drivable and receive instruction. Sixt did not answer any of these calls.Since customer support was not available, I had no choice but to return possession of the vehicle by delivering the key, the location of the vehicle, and all other necessary information to the Sixt security booth at the *********** return area, from where I rented the vehicle. After this drop off, I received no products, goods, or services from Sixt. For these reasons, Sixt owes me a refund for payment in the amount of $1,300.In addition to this unlawful charge, Sixt is now charging me for the repair of damages to the rental car in the amount of $900. The attached document shows that damage was isolated to two tires and one wheel rim. However, Sixt charged me for an additional wheel rim (see attachment) and for loss of use. I already paid for 15 additional days of renting the car even though I did not get to use the car, so I am puzzled as to how there was loss of use. I asked **** to explain these charges, but they have refused to answer. This charge of $900 must be reversed and the $1,300 I already paid must be refunded.

  Business Response

  Date: 02/08/2024

  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: 02/09/2024

   
  Complaint: 21262894
  
  I am rejecting this response because the response does not indicate that Sixt read the complaint.  It does not address any of the concerns mentioned in my complaint, especially:

  1 - I should not be charged for Sixt's purchase of an extra wheel rim. The attachments I provided show that Sixt listed only one rim as being damaged, and I concur with the list.

  2 - I should not be charged for Sixt's "Loss of Use" because I paid $1,300 for use of the vehicle for a total of 15 days after my initial rental contract expiration, which should more than cover their loss.

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

  Business Response

  Date: 02/15/2024

  Thank you for contacting the **********************.

  Loss of Use - Loss of Use is a common law right of every owner of damaged personal property. When personal property such as a motor vehicle is damaged, the owner loses rights of use during the repair or replacement period. When a rental company vehicle is damaged, the owner loses the right to see and touch it, display it for rental, display it for sale, the right to sell it, the right to use it for other business purposes such as shuttling or delivering vehicles or use it as employee transportation. It does not matter that other vehicles are available; the point is that the damaged vehicle is not present.

  As a goodwill, I removed 1 wheel rim from the total and sent an updated billing letter via email for your records. 

  You may fill out the credit card authorization form we have sent you and send it back via E-mail, post mail or fax; you may also send a check to our mailing address below.
  
  Attention: ********************** SIXT Rent A Car, LLC P.O. Box **** ***************, ** 33310.
  
  Please make all checks payable to Sixt Rent A Car, LLC and reference your claim number in the memos.
  
  Thank you for your cooperation.

  Customer Answer

  Date: 02/18/2024

   
  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:02/07/2024

  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 the car yesterday and 5 min later I thought I put a wrong name as the driver. So I canceled it and wanted to rebook it. But Sixt charged me $100 for cancellation. I have never had this experience with other rental car companies. This rental is for July 2024. It's 5 months away. This is ridiculous. Confirmation: #**********

  Business Response

  Date: 02/20/2024

  We do see that part of your rental was prepaid through a third-party: Expedia.  In this instance, the request for refund of the cancellation penalty would have to go directly to Expedia.

  Customer Answer

  Date: 02/21/2024

  I have asked Expedia to process the refund request. But it was denied by Sixt. Attached is the reply from Expedia. 

  Customer Answer

  Date: 02/22/2024

  So Sixt still keeps the $100 and has not issued the refund.