Business Profile

Auto Rentals and Leasing

Sixt Rent a Car, LLC

This business is NOT BBB Accredited.

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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

2,267 total complaints in the last 3 years.
1,063 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:08/25/2023
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 booked a rental car with Sixt (****************, **) for Aug. 11, 2023 - Aug. 13, 2023 through Expedia. The price I agreed to and paid through Expedia was $273.53 (receipt attached). This price was inclusive of "all mandatory taxes and fees." After turning in the rental car, Sixt charged my credit card $377.74 and emailed an invoice for that amount (attached). The invoice listed the price for the vehicle as $302.65 ($29.12 more than the price agreed to with Expedia already) and then added an additional $75.09 in taxes and fees that brought the amount charged to $377.74.This was in blatant violation of my rental agreement and contract with Expedia. I am seeking a refund of $104.21 for the additional base price, fees, and taxes, which were all covered in my reservation with Expedia. Both Expedia and Sixt have refused to resolve this problem despite multiple requests, pointing their finger at each other as the responsible party.
Business Response
Date: 08/28/2023
Kindly note that we have resolved this matter directly with the customer. A refund of the difference charged has been processed.
Customer Answer
Date: 09/05/2023

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:08/25/2023
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 rented a car while I was in Maui on vacation. When I returned the car, the sales person said there was a small ding under the front bumper of the car. When I showed him the video I had taken before I drove off with the ding on the video, he said he would take off the incident. Then to my surprise a couple of months later, I received a bill saying I owed $925.47 to pay for the damage. Not only was this an exorbitant amount for a very small ding, it was not even justified.I sent an email to them immediately telling them that I had a video of the incident. I also tried calling multiple times, but the calls never got me to a live agent and instead kept rerouting me to the main menu. I tried many times to talk to a person. I didn't hear back from them for quite a while. So I assumed the incident was closed and they had determined that the case was closed, which was why I did not report this to BBB within the year. But just last month, I received a collection notice email from Radius Global Solutions trying to collect the amount.So once again, I tried calling and emailing and nothing. I want to send them the video but they don't even try to help me with this by providing a place to send it to. It is as though that they not only are charging me for the smallest of dents on something I didn't do, and was acknowledged by the car return agent, but they provide no place to even argue against this, without any recourse.
Business Response
Date: 08/28/2023

Thank you for contacting the Sixt US Claims Department.

Each vehicle is inspected after each rental prior to being made available for the next rental. By signing the rental agreement, you confirmed the above-mentioned vehicle was handed over to you in a damage-free condition or with the pre-existing damage(s) listed on your contract. Upon return of the vehicle, new damage was discovered and documented.

According to the terms of your rental agreement, you are obliged to return the vehicle in the agreed condition. As this was not the case, we are holding you liable for the damage(s).
Should you have any documentation showing the damage(s) to be pre-existing, we kindly ask that you send them for review.

Please remember to reference your damage number for us to properly process your request.

Thank you for your cooperation regarding this matter.
Customer Answer
Date: 08/29/2023

Complaint: 20522628

I am rejecting this response because I have a video. Is it possible to actually speak to someone from Sixt as I would like to resolve this matter as soon as possible. Thank you.

Sincerely,

*********************
Business Response
Date: 09/01/2023
Thank you for contacting SIXT's ****************** we apologize for the delay in response.

At this time, we do ask for your patience and understanding as we are working diligently to respond to all correspondences in a timely manner.

We are available to discuss your claim via phone Monday - Friday between the hours of 9:00 am - 8:00 pm EST.

Please feel free to contact us directly via the information listed below.
Customer Answer
Date: 09/13/2023

Complaint: 20522628

I am rejecting this response because:
I sent a video and did not hear any response regarding that. Also, I asked for a phone number where I can speak with someone and didn't receive a phone number. The main Sixt number, I have tried so many times sometimes waiting for hours and it never goes through just simply disconnects.

Sincerely,

*********************
Initial Complaint
Date:08/24/2023
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 10/05/2023 I returned a car to the rental car facility and no one was present. I had to drop my keys in a drop box. Weeks later, even after my deposit was returned, I was notified of some damage. It was yellow scratches on the side of the car that was not there when I dropped it off. They cannot prove to me that it didn't happen after an employee moved the vehicle. They have submitted a claim of $663.53 for repair of damages. I am not seeking any money from them, just to drop an unfounded claim.
Business Response
Date: 08/28/2023
After review of the Mr./********************** file and all available information, we have decided to continue financial pursuit of the referenced damage file.
Initial Complaint
Date:08/24/2023
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.
A car was rented from the SIXT car rental company located at the *************** when my family visited ** in April 2023. The car I initially requested wasn't available, and they gave me a *** instead. It was tiny, and my children had to have the suitcase in their laps in the backseat. During the vacation, the car remained parked a vast majority of the time either at ***************** parking lot, the driveway of our rental house or at a restaurant's parking lot. At no point in time did I have an accident or touch any other vehicle whatsoever. Once we returned the vehicle to the airport, they told me that they would be in touch and to just leave the vehicle there. A few weeks later, I receive an email claiming a scratch in the bumper and a scuffed rim happened with my tenure of the vehicle. I am positive this damage did not occur during my time with the vehicle.Despite numerous attempts and explanations, they insist that I am responsible for it. I told them I reached out to my insurance agent, but they claim that the claim was denied. Looking at the rating, this appears to be their MO. I'm not looking to get a refund, but just not pay for damages I didn't do with the vehicle.
Business Response
Date: 08/28/2023
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: 08/28/2023

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:08/24/2023
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.
I agreed to rent a car with SIXT on or about April 28, 2023 for a pickup at *** Airport on 07/29/23, with a return date of 08/11/23 to *** airport. I specified the Standard SUV class, due to the fact that the vehicles listed in this class would adequately accommodate the luggage i had planned to bring. I paid in advance (non-refundable) to hold the requested car.2 days before the rental was to start, i received an email indicating that the rental was to proceed as usual - i had no reason in advance to expect that i would need to pay additional charges.When I arrived to pick up the car, i was told that they had no Standard SUV's available. i was offered another car at the same price, however that car had significantly less space, and i had no way to transport my luggage. I was told that my only option was to upgrade to another vehicle class. this resulted in additional charges of $1,342.53. While i did accept the upgrade, i did so under pressure because i had no other option, so in order to proceed with my vacation, I signed the agreement.I am requesting that the price of the upgrade be refunded as Sixt failed to honor my reservation, for which i paid for in advance in full.
Business Response
Date: 08/28/2023
Kindly note that we have resolved this matter directly with the renter.
Initial Complaint
Date:08/23/2023
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 Sixth at the ************* for 4 days on August 21st, 2023. On August 22 I drove to my location for work and everything was fine, but evening around 4pm that day, I found I could not access the car. The key fab was not working and it is keyless entry. I tried calling the entire evening with no success getting to anyone, I also tried email through the managed service and stated my issue, to only get automated responses that a support agent will reach out. That did not happen.I found away to get back to my hotel via other transportation around 11pm in the night. At that point I tried calling using the hotel phone and I hot through to someone telling me that lines and support has been down.I was transferred to the emergency team to organize picking up the vehicle. I was offered the chance to get a new one, and I refused and asked for a refund instead. Because I don't want any service from a business that does not have support when they claim to, leaving me stranded and out of a vehicle for hours.The agent created a ticket and said someone may contact me to speak about refund. No one did. The car was picked up from the location the next morning and not even that was communicated to **** made a deposit of 200 plus paid $222.49 for the rental. I need a refund. I need someone to reach out and sort this out. I tried calling again, multiple times on the day the car was picked up, and still getting busy signals. This is unacceptable.
Business Response
Date: 08/25/2023
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.

As a result of this inconvenience, we are crediting the full sum of your final invoice. Please allow **** business days for this $112.56 credit to appear on your account.

We hope that your next rental will run smoothly and hope you continue to enjoy driving with SIXT.
Initial Complaint
Date:08/23/2023
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.
***************
Customer Answer
Date: 08/23/2023
Rental Agreement# ********** I rented a car for one day and when i got to the counter the person that helped me told me I would have to pay a deposit since I didnt have a credit card but she would have to upgrade the vehicle. I thought she was helping me because we had a death in the family but when i returned the car my charges went from $83 which was prepaid to 233 . I think its unfair for me to be charged so much more when sixt didnt have the car available. when i called customer service they said the majority of the fees were related to concession why offer one price and allow me to prepay then when I get there charge me a different price
Business Response
Date: 08/25/2023
Kindly note that with SIXT, all rentals whether prepaid or pay upon arrival or paid with credit or debit card require a security deposit.

Also with SIXT, you can choose a vehicle at the counter other than the one reserved. Depending on availability, you may be provided with an attractive offer to upgrade to a different higher-class vehicle outside of your reserved vehicle group for an additional fee.

Once you have made your choice, we will include it in your rental agreement and the invoice. Subsequent changes to your car choice are not allowed. The binding rental agreement gives you and us the security that both parties need. This way you benefit from transparent rental charges at all times.

AP Concession Recovery Fees or Premium Location Fees are incurred when renting a vehicle at a location servicing an Airport or Train-station. This fee varies as it is calculated as a percentage of your rental total, meaning that if there are additional charges that result in an increase to the invoice total, so too will the fee increase. This surcharge is mandatory and was included in your original reservation quote and is non-refundable.

Based on this information we must respectfully decline your request to remove the upgrade charge from your invoice.
Customer Answer
Date: 08/25/2023

Complaint: 20498421

I am rejecting this response because:
The car I chose was not available for rent and I was told I had to get a more expensive car because nothing else was available. I was also told it would only be a thirty dollar increase. Also why havent I received my deposit funds back.
Sincerely,

*********************
Business Response
Date: 08/25/2023
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.

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.

With this being said documentation confirms that the only charge that should reflect on your account is in the amount of $233.19. In the event that you show any other "charges" from SIXT, I kindly ask that you send us a copy of your financial statement indicating the charges in dispute for further review.

On another note, at SIXT customer satisfaction is our main goal, and as a one-time gesture of goodwill, we have applied a discount of $92.00 net to offset the upgrade charge so that in essence you are paying the $30 that you stated was accepted at time of pick up. Please allow up to **** business days for the refund to reflect to your account. A copy of the amended invoice has been forwarded to the email address on file.
Business Response
Date: 08/31/2023
Upon further review of the complaint, our records reflect the upgrade charge was removed on 8/26/23.
Customer Answer
Date: 08/31/2023

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:08/22/2023
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.
My husband and I rented a car from Sixt (*********, ** location) on March 23, 2023 (Rental Agreement #*********). We returned the car on March 27th, 2023. At the time of return, we noted an employee thoroughly taking pictures of just about every part of the vehicle; however, we were unable to question him as we were needing to catch the shuttle ******************* so we would not miss our flight. On or about April 14, 2023, I received an email stating that there was damage to the rim of the wheels of the vehicle and that we owed Sixt $2206.31 for replacement of the wheels. I called the local branch, but was told I could only deal with ****************** The only way to contact them was through email. I emailed proof that we could not have damaged the wheels (please refer to photos titled "Rental Wheel - No Evidence" as well as my email titled "Sixt Communication 5-1-23"). Please also note the rental agreement that was signed before we took possession of the car, which mentions the damage to the wheels that they are trying to bill us for. They have turned our account over to collections. They need to dismiss this claim and charges and confirm that this will not have any effect on our outstanding credit record. Please feel free to contact me for further information if needed.
Business Response
Date: 08/25/2023
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:08/21/2023
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 motor vehicle from Sixt rental company . Sixt is attempting to charge me for two tolls that i already paid for. I brought my own EZ pass Transponder. I have provided proof, through a pdf document, that the toll was paid through my own "EZ pass" account. On top of that, they are attempting to charge a $5.00 administration fee.
Business Response
Date: 09/06/2023
Dear Customer,
We apologize for the inconvenience caused to you.
We can confirm that we have received the statement and the toll was also charged to your own transponder.
We have refunded the toll charges in full in the amount of $6.97. Depending on your bank institution it may take **** days for the funds to reflect your statement.
We appreciate your understanding.

Customer Answer
Date: 09/08/2023

Complaint: 20503768

I am rejecting this response because: I just received another email this morning , stating I am being charged for that toll . I responded back and they are still attempting to charge me for the toll I already paid with my personal transponder

Sincerely,

***************************
Business Response
Date: 09/08/2023
Dear *****,
Thank you response.
As mentioned, a full refund to the toll invoice applied and a copy has been sent to your e-mail.
We appreciate your understanding.

Customer Answer
Date: 09/15/2023

Complaint: 20503768

I am rejecting this response because:
Even though I provided proper documentation showing the toll was paid, Sixt still attempted to charge me the toll & administrative fee. Only after I filed a complaint with the BBB did they change their stance. I will never utilize their rental service in the future. Just bad business practices on their part
Sincerely,

***************************
Initial Complaint
Date:08/21/2023
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.
After we left the *****************, we drove the Denali 30 miles and saw that the gas gauge read just over a quarter tank. We took the accompanying photograph. We knew we were supposed to have a full tank as well left the airport and we were also supposed to return the tank full. So over the course of the four days, we called twice and emailed twice about the fuel issue. Each time, we were told someone would call us back. The phone operator suggested we fill the tank to the level it started with and to keep the photo as evidence. On Thursday, the Denali started having problems. It would not accelerate above 40mph and we were stopped on the roadside for a long time. We called the roadside assistance line. They were not helpful at all. We ended up driving 25mph on backroads to get to the airport, barely making it in time. We could not have filled the tank (even though we should not have had to) because we struggled to even get the car back. The car trouble completely ruined the last day of our trip. When we tried to talk to the ************** attendants about the car trouble or about the fueling issue, they were dismissive and just told us to leave the keys in the vehicle. We expected to be charged $425.07 (and weren't happy about that amount given the trouble we had experienced) but when we got the invoice, they had charged us $560.72 which included a fueling fee. We have called twice and emailed twice and were told each time someone would reach out to us, but that has not happened. For this reason, we are filing a complaint with the BBB and disputing the charges though our credit card company.
Business Response
Date: 08/23/2023
We are sorry to hear of the issues you had with the vehicle during your most recent rental.

After further review of your inquiry, we have refunded the fueling charge on your invoice. Please accept our apology for the inconvenience this may have caused you. Depending on your financial institution, it may take 7 to 10 business days for the credit to appear on your account.

Thank you for bringing this matter to our attention and giving us the opportunity to resolve it.

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Sixt Rent a Car, LLC is NOT a BBB Accredited Business.