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:07/16/2025

  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 June 1, 2025 I rented a vehilce from SIXT Rent a Car at the ****************************. I was given forms to sign "online" and then the keys to the car. No one escorted me to the vehicle to verify the pre-existing damage that was listed in the original rental agreement. I basically drove the car to my mother's house in ************, ** and parked it in her carport. She had been hospitalized and I was there to be of help to her during her recovery. I returned the car on June ****** early in the morning and their APP instructed me to drop the keys in the drop box, which I did. I had no reason to be concerned, as the car was just as it had been when I picked it up, aside from me cleaning the interior. On June 9, 2025 I received an email from SIXT claiming I had damaged the car, which I had not. I replied that I had not done any damage to the vehicle. On June 24, 2025 they sent another email demanding I pay for these pre-exiting damages a total of $767.50. I replied again that I was not responsible for the damage. It is listed on the original rental agreement as pre-existing. Now, on July ******* I have received yet another email demanding payment for this damage I did not do. I would appreciate it if they would look at their own agreement and realize this "damage" was already there (I can't even calculate the odds of me scratching this scratch longer in the exact same location) and that I do NOT owe them money. This also seems to be a common practice for this particular car rental company. There are countless complaints about them online. I wish I had looked at the reviews first.

  Business Response

  Date: 07/18/2025

  Upon review of ******* ******* 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: 07/18/2025

   
  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:07/15/2025

  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.

  10/30/24 rented car from SIXT SLC 11/6/24 returned with an invoice of $264.09 as the final amount. 6/16/25 receive invoice for damages from ************* on behalf of ****. Ask for details and am provided with an inaccurate, unsigned invoice. Im directed to follow up with SIXT Claims. 6/28/25 email SIXT claims trying to figure out what occurred and how to close everything out.

  Business Response

  Date: 07/18/2025

  After review of the ******* ******* file and all available information, we have decided to continue financial pursuit of the referenced damage file.

  Please be advised the damage report will be sent to you shortly in a separate email.
  
  
  

  
  

• Initial Complaint

  Date:07/15/2025

  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 vehicle from Sixt Rent A Car at ******************************* and returned it on January 27, 2025. I recorded a video upon return of the video and handed the keys directly to a Sixt employee, who confirmed that everything was in order. That same day, I received an email confirming the return and refund of my deposit.However, I Sixt also stated that rim damage was found this was not mentioned at the time of return, and no inspection was done in my presence. The damage claim was submitted to my insurance provider, *****, who reviewed the estimate, photographic evidence, and rental documentation.GEICO determined that I was not at fault, and paid a partial amount they deemed reasonable (for a rim repair, not replacement). They rejected the remaining charges including excessive repair costs and an administrative fee as inflated and unsupported by industry standards.Despite this, Sixt is continuing to pursue me personally for the unpaid balance of $660.25, even though ***** has already resolved the claim in accordance with my collision coverage. ***** has also made clear that if **** wants to dispute the amount further, they are welcome to provide documentation directly to GEICO not to **** feel this is an unfair and predatory billing practice, particularly as I was not present for the post-return inspection, and the damage was never confirmed with me at the time of handoff.

  Business Response

  Date: 07/18/2025

  After review of the ******* ***** file and all available information, we have decided to continue financial pursuit of the referenced damage file.
   Notwithstanding, we reached out to ******* *** and will work out an amicable resolution.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23605326
  
  I am rejecting this response because: I respectfully reject Sixts proposed resolution. They have not provided any of the requested documentation to support the remaining charges (e.g., time-stamped photos, condition reports, justification for rim replacement).
  
  My insurer, GEICO, has already reviewed their estimate, determined I was not at fault, and paid what was considered fair and necessary. Sixt has not engaged further with ***** nor justified pursuing me directly.
  
  Their amicable solution was a slightly reduced invoice, not an actual resolution of the dispute. I request that they cease direct billing and address any further concerns with my insurer, GEICO, who has already adjudicated this claim.
  
  Sincerely,
  ***** ***

  Business Response

  Date: 07/22/2025

  
  Thank you for contacting Sixt Claims Department.
  
  You are being billed for the balance that was not covered by your coverage provider. At this time, you remain responsible for the unpaid portion associated with the claim as stated in your rental agreement.
  
  If you have any additional questions please let us know.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23605326
  
  I am rejecting this response because:

  I respectfully reject this response.
  

  Sixt has failed to provide any of the documentation I reasonably requested to validate the additional charges, including:
  Pre- and post-rental inspection reports
  Time-stamped damage photos
  Justification for full rim replacement (vs. repair)
  Clarification for charges GEICO already reviewed and declined as excessive
  
  My insurance provider, *****, has already reviewed Sixts estimate and paid what they determined to be fair, reasonable, and necessary under industry standards. GEICO also determined I was not at fault and closed the claim accordingly. Sixt has not followed up with my insurer despite being invited to do so.
  
  Stating that I am responsible per the rental agreement without providing any new supporting evidence or addressing GEICOs settlement is not a valid resolution. I again request that Sixt either:
  1.Provide the specific documentation outlined above, and
  2.Pursue any further disputes directly with my insurer, not with me personally.
  
  Until then, I continue to dispute any personal responsibility for the remaining balance and consider this matter unresolved due to Sixts lack of transparency and failure to substantiate their demand.
  
  Sincerely,
  ***** ***

• Initial Complaint

  Date:07/15/2025

  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 and my husband rented a small SUV from the Sixt Rent A Car at ***************************** in ** on March 18, 2025 and returned it on April 2, 2025. We received a receipt from an agent upon returning the car. Then about a month later we received an email from "Fleet Response" who works for the rental company that there was a dent on a door (accompanied by a few photos taken when we entered the garage to return the car), along with the repair estimate of $487, and that we are liable to pay for this damage. We called the Fleet Response and explained that we asked an agent to go over the car to account for any existing damages to the car right after we received it on March 18 but we were told not to worry since a lot of photos will be taken as we leave the garage and also when we return. But we are told that the photos were only taken when we were returning the car but not when we were initially leaving the garage. So I told them that we cannot know if the dent was already present when we first got the car since the photos were only taken upon our return. When we were getting the car there was no mention whatsoever from the agent that we were responsible for alerting the company of any existing damage we saw on the car (but apparently this was in the document we signed). but as we said above, an agent in the garage told us not to worry when I asked about inspecting the car for damage since the contrasting photos taken before and after will show any damage incurred while the car was in our possession.we told the Fleet Response of all this but says that the Sixt Rental still wants to pursue this payment from us. I have heard so many horror stories from the customers of this ********************** company, that tell very similar demands the **** has been making. Please help us in bringing this problem to justice. Thanks.

  Customer Answer

  Date: 07/15/2025

  Please see the attachments.  Thanks!

  Business Response

  Date: 07/16/2025

  Thank you for your response to our letter regarding the above-referenced claim.
  
  Please be advised that the vehicle was picked up and returned to a Sixt location equipped with a photo gate system.
  
  This system eliminates the need for a pre-inspection by the renter at the time of vehicle pick-up, as well as the need for an agent to conduct a walk-around inspection upon return.
  
  The photo gate uses a series of high-resolution cameras and sensors to rapidly scan the vehicles exterior. This advanced technology is designed to detect a wide range of conditions, including scratches, dents, paint irregularities, and other types of damage. The system processes these images in real time, using sophisticated algorithms to compare the vehicles return condition with its documented condition at the time of rental, or with predefined standards.
  Following this analysis, the system generates a comprehensive, time- and date-stamped damage report, visually highlighting any areas of concern.
  
  If the system detects new damage upon return, a claim is automatically initiated and reviewed by our ***************** to ensure the accuracy of the damage assessment. This includes a thorough review of all previously documented damage and a careful examination of the exit photos taken at the time of vehicle check-out.
  
  Upon reviewing the date- and time-stamped images captured at check-out, we did not find any indication that the damage in question was pre-existing. This damage was detected and documented during the check-in process through the photo gate system.
  
  As you opted out of our damage waiver coverage, you are financially responsible for the repair costs and associated fees, per the terms and conditions of your rental agreement.

   

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23600475
  
  I am rejecting this response because:  There is a discrepancy between this response and their previous responses.  This response states that there were photos taken at the time of vehicle check-out, that show the damage in question was not present.  Please provide me with the photos taken as I was exiting the Sixt lot on March 18, 2025 with accurate time stamp, along with the same corresponding photos taken as I was entering the lot to return the car on April 2. I was told that the photos were not taken at the time of my exiting the lot, so I have been stating that without the exit photos, there is no way of knowing if the damage in question was not already present when I got the car.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 07/18/2025

  Thank you for contacting Sixt Damage Claims Department.
  
  Photos will be sent to you shortly in a separate email.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23600475
  
  I am rejecting this response because: Sixt has altered the amount of the damage repair cost I was asked to pay by adding some extra charges now totaling $745 (was $487 until now). I was disputing even the initial charge because there was lack of evidence until now as to when the damage in question could have happened. I finally received (a few days ago) the exit photos that I could now compare with the photos taken at the time of the car return. Please tell me if this is a fair business practice. Even the original cost of repair seemed too high considering the small ding captured by their photo.

  Sincerely,

  
  ***** ***

• Initial Complaint

  Date:07/15/2025

  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.

  I had rented a car through Sixt in ********* on July 9, 2025 for a couple of hours. As I got my rental car I did a walk around and there were no dents or scratches. The car was a little dirty but not a big problem for me. Upon returning the car I had walked around with the Sixt return agent and inspected and there was again no issues, the agent told me everything looked good and I signed off on it, they sent me a copy confirming no issues with the car with my final bill. The next day, July 10, I got an email claiming there was damage to the car, a small scratch on the rear bumper. I dispute this claim and shared all the information I had including the agent walking and looking with me confirming no damages. They denied it and are now asking for over $500 for repairs. I do not understand how there can be damage later on when I had looked with the agent and he had signed me off that the car was damage free and no issues as well as sending me a documented receipt of this.

  Business Response

  Date: 07/16/2025

  Upon a final review of ******* Anguianos 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: 07/16/2025

   
  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:07/14/2025

  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.

  My experience with my recent rentals mirrors that of many other complaints posted here on BBB. For Rental Agreement #**********, I returned a black Yukon Denali to SNA Sixt after an extended rental. Sixt later claimed there was extensive damage all around the car down to the primer that I was responsible for. However, I had not seen any such damagescratches that deep would have been extremely obvious on a black car, and nothing like that was visible when I returned the vehicle. The first ******** who checked in my car assured me everything was fine and that he saw no damage. It was only after the car had already been checked in, moved, and subsequently rented to someone else that another ******** claimed there was significant damage. The only evidence I was given was three photos, which in reality showed only a very light, superficial scratch that was not even noticeable in two of the pictures. By the time I was notified, the car was no longer available for me to inspect or verify the alleged damage for myself. Additionally, my neighbor happened to take several photos and videos in our garage when they brought over their new puppy, and the car would have been clearly visible in the background during the dates in question. If this claim is pursued, I will be requesting copies of all photos and videos from my neighbor to further establish that this alleged damage did not exist during my possession.For Rental Agreement #**********, involving a ********** Atlas, I took the extra step of recording a detailed video documenting every **** and imperfection on the car immediately after picking it up. Despite this, I was later told there was damage down to the primer, which my video evidence clearly proves was pre-existing and nowhere near as severe as claimed. The description was simply not accurate or truthful. This process of being told after the fact about exaggerated or pre-existing damage is consistent with what many others have reported here on the BBB.

  Business Response

  Date: 07/16/2025

  For claim number, **********.

  Upon review of ******* Afanas 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: 07/17/2025

   
  Complaint: 23600622
  
  Thank you, I appreciate you doing that.  However, it appears it only included the first damage claim SX-**********-****** for Rental #**********.  There still seems to be a second pending damage claim on Rental #**********.  The reference number for this second pending damage claim is #**********, license plate *********.  I haven't responded to that claim yet as it would require me to go through my 20 video I recorded when I first rented the video and extract screenshots showing that the damage was clearly there when I first received the car and I'd prefer not to have to spend the time doing that if I don't have to.  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/18/2025

  Upon a final review of ******* Afanas 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: 07/18/2025

   
  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:07/14/2025

  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 11th, i had booked a rental car through Expedia, for Sixt. The advertising on *******'s site says "100% free cancellation" - upon reviewing my rental car confirmation email, i noticed some verbiage saying you must have a credit card on file, ect. Well my employee whom I was booking the car for only had cards via apple pay wallet. I called sixt almost immediately after booking to confirm and they told me unless he had a physical card they would not release the car to him. So I said well unfortunately that is not the case, so he wont be able to get the car I guess. They then refuse to refund me my money back - even though the car was already technically pre-paid, i called immediately and under the impression it is "free cancellation" they refused to be accommodating in any fashion. I then was told via the expedia *** that sixt told them that i needed to rebook the reservation using the "pay now" option that will solve the problem . under advisement, I did that, and had the same issue according to Sixt. So i got scammed into booking yet another reservation that were never going to give me and im now fighting for two reservations for the same person and time and sixt refuses to refund me or talk to me. this is by far the WORST company and experience I have ever had. On top of that, we have a prior claim with them of which they charged me $4838.82 in "damages" that were caused by a natural disaster (Los Angeles Fires) that we had zero control over. This company needs to be sued. they are absolutely stealing.

  Business Response

  Date: 07/15/2025

  We sincerely apologize for the inconvenience caused by Expedia continuing to redirect you to SIXT. We understand how frustrating this situation can be.
  
  Kindly understand that, given the reservation being booked and prepaid through Expedia, we are unable to proceed with your request for a refund. Know that we have no access or information on the form of payment used at the time of booking and while we would like to offer options, it is regrettably not possible.
  
  To assist you further, we have documented your correspondence with SIXT regarding both reservations to indicate that we do not object to your receiving cancellation without penalty. The resolution of this matter is now in the hands of Expedia, and they need to partner with the ************ Team to address and resolve it.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23600495
  
  I am rejecting this response because: as the end consumer product, you guys should be able to connect with Expedia yourself on this claim - i spoke with Expedia on multiple occassion and they told me YOU refused the refund. So they did indeed try. And I want to clarify, this was not a "cancellation" - this was a you refused to rent employee a car, so I had no choice but to request a cancellation. There is a huge difference here. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 07/16/2025

  Kindly note that **** has done our part to assist in authorizing full refund of the payment made through a 3rd party.  We kindly ask that you further the matter with ******* directly.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23600495
  
  I am rejecting this response because: Expedia keeps telling me that "you guys will not authorize the refund" - so someone here is lying. The only way for this to happen is to get on some sort of three way call or email thread so expedia get its from you and I witness the conversation. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:07/14/2025

  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 23, 2025 I rented a vehicle with SIXT, (Rental Agreement: **********) for 7 days for a business trip. I was to return the vehicle on June 30th but unfortunately on June 24th, I was rear-ended in the state of ** while headed to a scheduled business appointment and subsequently was taken to the hospital via ambulance from the scene of the accident. I was released from the hospital that night and was never given a replacement vehicle by SIXT so therefore I had to find alternative transportation while in ** to complete my scheduled tasks. I was able to return home on my own dime, back to ************** as the vehicle was retrieved by SIXT on June 30th from the sheriff-designated towing lot in **. On July 1st, SIXT sent me an invoice via email for over $1000+, stating I owe them a One-Way fee, Refueling Fee and so forth. I mentioned to them and reiterated I was hit by another driver, who has taken 100% responsibility of the accident and their insurance information has been provided to you. It was not my choice to have the vehicle towed from the scene of the accident. Not only is SIXT attempting to charge me that huge erroneous amount, but they have not even returned my $200 deposit and debited my account of $664.32 on July 3rd ($444.32 for the rental and $200 deposit) despite me only having the vehicle for two days. Again, the damages to the vehicle are being handled by the responsible partys insurance AND I had no control to bring the vehicle back to the rented location because I was taken to the hospital via ambulance. I have tried to get in contact with SIXT regarding all this, but to no avail. I have provided them with the police report as well. They continuously hang up the call or mysteriously the call drops when Im on the phone with them. This experience alone has made me come to the conclusion that I will never rent another vehicle again! I was the victim in the accident and now Im also a victim of SIXT and their inability to return me my deposit.

  Business Response

  Date: 07/17/2025

  We are truly sorry to hear about the accident and the challenges youve faced during and after your rental. We hope you are continuing to recover well following the incident.
  After reviewing your account and the billing concerns you raised, we want to inform you that we have adjusted the refueling charge to reflect local market fuel pricing of $2.90 per gallon, which has resulted in a refund of $147.62 back to your original method of payment. You should see this reflected in your account within 57 business days, depending on your financial institution.
  Regarding the accident, if you have not yet submitted the official police report, we kindly ask that you send it to our claims team at claimsmanagement-************ so they can continue the review of your case. If the at-fault partys insurance has accepted full responsibility, their insurer will be handling the damages and related charges, including any towing or vehicle recovery fees.

  Customer Answer

  Date: 07/28/2025

  I have re-submitted the official police report to SIXT to the aforementioned email but have yet to hear anything from them. I did receive a refund back into my account of $147+ (since I didnt have the vehicle for the entire 7 days as charged) a couple of days ago, however Ive yet to receive my $200 deposit. 

• Initial Complaint

  Date:07/14/2025

  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.

  We rented a car from SIXT in *******, picked up at the ***********. We were told there was only one scratch on the vehicle, but upon inspection there were 5. We took a video of the car to note this and drove off (additional note, the gas tank was not full despite their claims, should have taken a photo). Upon return of the vehicle, no new damage was visible so we moved on to our flight. I later received an email claiming there was a scratch on the vehicle that had not been there when I dropped it off. They provided two unrelated picture of gray cars, one of a licence plate and one of a scratch. Due to the history of this company paying out over $11 million USD in 2019 for false damage claims, I requested a video moving from the license plate to the scratch to prove they were sending me pictures of the same vehicle. Right now, they have NO REAL EVIDENCE of any damage, or they did not cause it themselves, so I am requesting the damage report be stricken. The amount I am disputing should be more than they are asking for, but I only want the damage claim removed

  Customer Answer

  Date: 07/16/2025

  I have been contacted by a senior representative with the company and they are waiving the claim.  I consider this matter now resolved to my satisfaction and it can be closed

• Initial Complaint

  Date:07/14/2025

  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 here on June 24, 2025. Upon arrival to the airport at 11:30 pm we were given a car that had two small scratches on the bumper. The ONE employee on duty told us that that car had been inspected and that they were aware of all the damage. If I had thought to take a picture as proof I would have, but after a long day of traveling with young children, I was trying to get them to a bed. When we returned the car on June 29, the employee checking in the car only went directly to that spot and started taking pictures. How did he know to go to that one spot if it hadn't already been documented? They wasted no time in sending be an email asking for an explanation of the scratch. I got no repose and then today another email arrives asking for over $800, for a scratch that existed before we had the car. We barely even drove the car. It was parked at a house almost the entire time. Again, the scratch we there and probably everyone who rented this car before us also got billed for the same scratch.

  Business Response

  Date: 07/15/2025

  Upon a final review of ******* Tats 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: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would just like to have email proof from them that I am no longer responsible for these charges.  I appreciate your efforts to make this right. 
  
  Sincerely,
  
  ****** ***