Complaints

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

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  Sixt Rent A Car - Puerto Rico

  Calle Dalia, C. Begonia Carolina, PR 00979

• 

  Sixt Rent A Car - Puerto Rico

  PO Box 79580 Carolina, PR 00984-9580

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:02/27/2025

  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 rented a car from Sixt Renta A Car in June 2024. They accused me of damaging the car, which I denied, but they still charged my card $1,000. When I returned the car, and they told me they would charge me $1,000 for the damage, I requested to see the photos of the car prior to my rental, they couldn't provide me a photo of the seat, which was where the damage was. After filing my first complaint with BBB in 6/25/2024, **** responded and said they would refund the $1,000 and included a receipt. The credit receipt provided wasn't legitimate, as I never received a refund. As I waited for the credit to appear on my account, time was going by. This put me in a bad position as the credit card company expects disputes to be handled within 60 days. I'm escalating my dispute with the credit card company. I'm reinitiating my complaint with Sixt as they did not provide the refund they claimed.

  Business Response

  Date: 02/28/2025

  Dear BBB and Customer,

  Our goal is to provide quality service as always and maintain a good relationship with our customers. As previously provided on previous complaint, customer was refunded per receipt sent. There were two credit cards on file in which a charge was generated on our manual system with no indication of credit card number. We processed the refund to customer to credit card which was used for the deposit amount. Attached you will find the initial charge noting card number ending and the refund issued to the other card ending with a different number. Please verify account of credit card where the refund was issued to, agreeing and processing refund as mentioned before.

  If any additional information is needed, please do not hesitate in contacting us. We value our loyal customers. Thank you, ********

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22998248
  
  I am rejecting this response because:  I haven't received the credit.  I'm not sure what credit card the credit was made to, but it wasn't mine, or a credit card in my name.  I'm not sure why it wasn't credited to the same card that was charged.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/11/2025

  Dear BBB and customer,

  We are committed in resolving any issues with customers since our goal is to provide quality products and services.  Per attached receipts, the initial charge was generated to one of the 2 credit cards used for this rental. Both used were **** credit cards one ending in 0610 and another 9870 per attached. The initial charge made to credit card ending in 9870 was for the $1,000.00 for damage on June 19, 2024, and refund was issued to credit card ending in 0610 for $1,000.00 on June 25, 2024.  The only resolution we can suggest to customer will be authorizing us in charging her credit card ending in 0610 in which refund was issued for $1,000.00 and once processed we can refund credit card ending in 9870 where it was charged to. The refund was processed although to customer on credit card which was not charged, this would be the only way since customer has $1,000.00 since June 2024 in the other card. Customer should prove with bank statement for 0610 and 9870 for the months of June and July, showing the $1,000.00 charge on card ending in 9870 and $1,000.00 refund on card ending in 0610. Unfortunately, at this time, we cannot refund customer again another $1,000.00 which has been processed since last year.

  We hope to resolve this based on customers preference since customer has been refunded although to another credit card used by her on her rental which was for her deposit.

  Thank you,

   

  Business Response

  Date: 03/24/2025

  Dear BBB and customer. 

  We have tried to submit documents proving customer was refunded the amount to the other credit card in which we cannot or have the ability to verify customers account. Please have customer send bank statement for June and July ********************************** 0610 where the amount should show up as refunded.

  This is the only means of validating refund issued to customer.

  Thank you,

• Initial Complaint

  Date:02/07/2025

  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 booked this online and upon going to the counter was given a bunch of charges which more than doubled what I originally paid for. They basically trick you into getting insurance by saying it is required and if you didnt get it when you booked it you need to get it at the counter. So not wanting to be stranded in another place, I got it. In reality, my credit card company carries insurance and I did not need to purchase this. I dont blame the lady at the counter, she was just following the rules. But I feel the company gets customers to purchase this under false pretenses. I wanted a refund for what I unnecessarily paid and there is nothing Sixt will do about it. I find it to be unethical business practice to say well you signed it and not take accountability that they manipulate people into doing so because they have no other options.

  Business Response

  Date: 02/07/2025

  Dear BBB,

  We thank you for contacting us since our commitment is to provide quality service to our customers. During the rental customer never questioned about coverages agreed to. Attached you will find copy of signed agreement in which customer accepted coverage and payment. When a customer rents with a major credit card and states that they will be declining collision damage waiver using their credit card (not debit), customer is required to purchase only the liability. This is due to the fact that credit cards (not debit cards) do not cover damages to any other person, vehicle, or property in case of an incident. We hope you understand, and we apologize for any misunderstanding. Thank you,

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22911595
  
  I am rejecting this response because:

  I didnt ask about it because I didnt know TO question it. I was being taken advantage of, hence the whole point of me reaching out. I signed it because I was told I had no other option. This company confuses you into signing the form and then uses it against you when you find out you were tricked into paying more. I was told I NEEDED this insurance and couldnt rent the car without it. In reality, I didnt need this insurance. What other option would I have being in another place with no transportation and being told the only way I cant get a car is to pay and sign? Its completely misleading and unethical.
  

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

  Business Response

  Date: 02/10/2025

  Dear Customer and ********************,

  We value our customers and provide quality service to them.  Based on your feedback and although it was agreed upon the coverages, we have concluded in order to continue having you as a loyal customer, we have processed a refund for the Collision Damage waiver. Upon indicating you had coverage on your credit card and since they do not cover liability, this portion of Minimum Liability is not considered refundable. We hope to continue serving you in the future. Thank you, ********

   

  Business Response

  Date: 02/21/2025

  Dear BBB, Thank you for your communication and please note that we did send you receipt for the refund on collision coverage which was covered by customers credit card. Due to the fact that all vehicles must carry liability coverage upon renting to cover damages to any other party, vehicle or property, is not due to refund. We hope your understanding. Thank you,

  Customer Answer

  Date: 03/03/2025

   
  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:10/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a reservation online with **** in June and paid $657.60 for a rental car in June 2024, however, when we traveled to ************ in September we arrived around 3am and were informed by Mr. *********** ****** that our reservation was done incorrectly and we missed the liability insurance. So he made a new agreement and asked us to pay an additional ******. When we later saw the receipt the total stated a total of $732.54. We returned the car on Sept *******. We said we would be good but later noticed we were never refunded for the difference. At the same time *********** ****** was emailing us to write a review and he will refund us $20. We did the review as requested and stated there was also $58.30 owed to us from the difference of $790.60 - $732.54 + $20.00=$78.06. Mr. *********** said to send him the receipt and we did and no response was received. We have attempted to contact via email and phone to Mr. *********** ****** and he is no longer answering our messages. All we want what is owed to us.

  Business Response

  Date: 10/28/2024

  Dear All, We have reviewed customers complaint and found that the total amount prepaid was for $651.66 online and upon pick up, the liability coverage which was purchased totaled $133.24. The full amount paid between both parties totaled $784.90 per attached. We do apologize for the misunderstanding, but customer was not over charged and is not entitled to any refund.  Our goal is to provide quality service and hope this clarifies all issues. Thank you,

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22408308
  
  I am rejecting this response because:

  I have provided a receipt from the business with a different total amount. 
  

  I have provided a copy of the email stating that a $20 refund would be provided for a review. 
  

  I have provided a review and was not provided a refund. 

  Please review the provided copies and note what I am stating. This is the second time we have used this business and are alarmed at the decision and business practices  

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

  Business Response

  Date: 11/11/2024

  Dear All,

  Thank you for your patience since our goal is to always provide quality service to our loyal customers. We have decided to refund customer for the amount requested of $78.06 in order to maintain Mr. **************** as a ***** **** customer. We do apologize for the misunderstanding and inconvenience, but also appreciate your patience in order to have claim reviewed appropriately. If you need any additional information, please do not hesitate in contacting us. 

  Thank you again,

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

  Customer Service Supervisor

• Initial Complaint

  Date:09/21/2024

  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.

  This company needs to be shut down. They are very predatory and seek fraudulent claims and cost against customers and consumers. I have spent the last 3 hours going over multiple videos, Better Business Bureau complaints, and other reviews about the horrific experiences people have had with this company. Our license plate was stolen off of our rental vehicle and they are trying to charge us $1,000 as a deductible to replace the tag. As an insurance agent I know how ridiculous this is and it's not an insurance related claim and it takes less than a day and less than $100 to get a license plate replaced. They finally said they negotiated it down to $500 and would reimburse me if the total cost was different. I had to shut my card off because they kept trying to charge me $***** over and over. $100 for a $50 parking ticket we received, that the police department told us that we could dispute but they wouldn't let us & told us to pay it with the $50 fee. After not being able to charge my card ***** they just kept changing it to $500, $300, then $200; anything they can get to go through. I did not authorize this constant processing of my card and these are predatory practices. There is no way in h*** that it will cost anyone $1,000 to replace a tag. They stated it was our responsibility, which it is to a reasonable extent. But the only way to prevent the tag from being stolen 100%, outside of taking it off the car every single night, would be literally eating s******* and sleeping next to the car the whole time. This is impossible. I even offered to have my friend's mother-in-law, who is a Puerto Rican native and local, go resolve the cost for me and they told me that that couldn't happen. I need a resolution to this and it's not going to be paying an outrageous amount for a tag nor is it going to be any type of financial collections against me because if this happens we're going to seek legal action. These are deceptive and manipulative practices.

  Business Response

  Date: 09/23/2024

  Dear BBB,

  Our goal is to provide quality service, and we appreciate your business.  Based on the claim, customer per terms and conditions is responsible for a deposit retained in the event of any damage, loss or theft which will be addressed after the fact upon receiving all documentation on cost. Unfortunately, customer blocked credit card and left a balance pending for the ticket issued owing "*****" (includes $50 administrative fee per terms signed by customer) plus the final cost once license plate is requested to motor vehicles on a new plate having to change the current stolen one. Customer is not entitled to any refund since we were unable to process payment per documents attached. Once we have affidavit from lawyer to validate the stolen plate which customer never made out an official police report on incident which must be made to validate occurrence. We thank you for your cooperation and understanding.

  Customer Answer

  Date: 09/24/2024

  Good morning,

  The company has a $200.00 hold on my card for the deposit which is double the amount needed for the parking ticket, which they wouldn't let us dispute or tell us how we could pay it ourselves. Additionally, I told them I will not pay $1,000 deductible for the stolen tag as it is not an insurance related claim on stolen property within the car or damage to the car. A license plate IS NOT AN INSURANCE RELATED PERIL and the expense to replace is so minimal it's ridiculous to even mention filing it for a $1k deductible. As a license insurance agent I know better than to fall for this scam. The additional $100 on my account hold, outside of the ticket and their fee, is more than enough to replace the tag. They tried arguing loss of income from use. It's not physical or mechanical damage that would take days to repair. It's a tag. A tag replacement takes a few hours, the time they need to clean the car for the next customer. If there's loss of use or income that's a result of their delay and negligence, not ours. They may be able to scam other consumers without insurance or finance knowledge, but they got the wrong cunsumer today. I know the law and the processes and they are ridiculous. I will pay the tag replacement when I get a detailed itemized receipt of the cost to replace the tag and then I will pay the difference if it exceeds the hold amount they already have on my card. I had to close my card because I did not authorize them to debit it for $1100 nor any other amount. I told them we had to get the funds. Not only did they try to debit my card without my authorization, they did so back to back to back, over and over again. Trying all types of amounts until a $20 transaction cleared. This flagged the institutions fraud department who shut the card off. A merchant is only allowed to debit a card for an authorized amount and not any other amount, let alone debiting a card back to back while changing the amounts.  This is blatant unfair and deceptive and abusivr practices which we as consumers are protected against by *********************** of Commissioners on Uniform Laws. They have $20 that they took without my authorization as well as the $200 deposit. This is more than enough to cover the ticket, the fee for the ticket and the replacement of the tag. I will be more than happy to pay any difference with sufficient proof of cost. I will not pay an insurance or damage deductible for a stolen tag. That's ridiculous and I am sure there are hundreds of consumers who have done so because they didn't know any better.  At this rate, with the way they are acting and trying to scam myself and others into paying excessive and unfair fees, I am concerned about their business practice and honesty. As each vehicle has a tracker, they could go to the auto itself and take the tag, to be able to then assess this outrageous fee. After I read hundreds of similar complaints I am very concerned that this company is scamming thousands of consumers into paying much more than promised by using scare tactics and invalid fee/deductible justification. I request this company be looked into further to help rectify other customer scams. 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22317203
  
  I am rejecting this response because: You provided the exact same response to my prior complaint, never addressing anything I stated. Once I receive an itemized receipt with the cost of the tag replacement, I will work to pay it. I say work to pay it because our community was hit by hurricane ****** and we lost a lot of food and money surviving the storm so there isn't anything to spare right now. Please remit the itemized reciept for the tag replacement as well as the payment for the parking ticket. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 10/17/2024

  Dear All,

  We apologize for the misunderstanding since the amount requested as mentioned before was a deposit until we got the final cost of the replacement. Any vehicle rented, owned by customer and had an incident due to vandalism, theft, etc. is responsible for vehicle under any insurance policy and a claim must be processed. As of this date the government motor vehicles have not been able to resolve this issue to have license plate reissued.  Based on the rental agreement and documents already uploaded, customer has a balance pending for the ticket and the replacement for the plate once resolved since customer declined coverages with us.  With regards to someone else taking care of the incident, it is impossible since vehicle is registered under the company name. We hope for understanding based on all documents signed and agreed upon. As always, we do not practice illegal activities but charge customers accordingly and per situations which occur. A claim should be opened with Rental Cover purchased by customer in order to submit with claim number all documentation. With this, it will be the coverage third party who will evaluate on customers behalf and submit to us their determination. Thank you
  

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22317203
  
  I am rejecting this response because:

  As a licensed insurance agent I know that a stolen license plate is not considered a risk that should be filed under any type insurance claim as it is not theft or damage to the actual physical vehicle or its interior. License plates are not a risk that is under motor vehicle insurance. If it was, which it's not, it's a cost so minimal that it wouldn't ve financially feasible to pay a deductible of any amount for, let alone $1,000. Requiring customers to file a stolen tag under an insurance policy for an outrageous deductible is misleading Business practices which take advantage of customers lack of insurance law knowledges. 

  Replacing a stolen tag is also a simple procedure and any delay in this issue is in part of the businesses lack of effort to replace the tag. I would like to see documentation from the tag office as to why there is a delay and no resolution to this replacement as well as an invoice for the amount to replace the stolen tag. 

  Once I have receive these documents, I will remit the appropriate payment. 

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

  Business Response

  Date: 10/29/2024

  Dear All, our commitment is to provide all information as soon as possible from the ******************** on this case once the plate is reassigned. Unfortunately, because customer did not proceed with an official police report to report incident, is the reason on the delay beyond our control. Although customer has not paid for any of the alleged charges, we will only be able to indicate cost of replacement once we get a response from Motor Vehicles. Than you for your patience and understanding. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22317203
  
  I am rejecting this response because: I have yet to receive an invoice for the tag replacement. Once this has been received I will pay the cost plus the parking ticket and it's fee. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 11/14/2024

  Dear All,

  Thank you for contacting us. This issue has not been resolved as of yet since the motor vehicle is still in the process of working on the replacement of license plate stolen during the rental based on the fact that an official police report was not requested by customer on scene of theft. Since customer owes Sixt for the replacement and costs, there is no pending refund due to customer. It is our goal and concern to finalize this claim once we have an invoice for customer to address amount due plus the cost of a ticket issued which was not paid by customer.

  We apologize but we are doing our best in addressing this complaint when customer has not been charged for anything other than the rental.

  Thank you,

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22317203
  
  I am rejecting this response because:

  All,

  I will pay the ticket and tag replacement once proper proof of costs is provided and then I will close this claim. 

  I still believe this company should be thoroughly investigated for their deceptive and unfair practices. 

  As I have detailed many times, we were not aware of the theft of the license plate until the day we returned the car and had little time until our flight out. The rental car company did not mention anything about requiring a police report or needing to file one for the tag until after we were back in **************, ***. They had only first told us we wouldn't be responsible for the tag to then turn around and tell us that we were and that we owed them a $1,000 deductible for the tag. 

  Luckily, as a licensed insurance agent I am not ignorant to insurance laws and claim types and knew better than to do so, but many others do not. The fact that this company first told us we weren't responsible then that we were is horribly customer service. Then they go into deceptive practices by trying to tell me that a stolen tag is my responsibility because I should make sure it's not stolen... The only way I could ensure the tag wasn't stolen is to eat, sleep, and defecate behind the car the whole time I was in PR. This is unreasonable. We rented a gated ****** and took great care of the jeep. Stolen tags happen and are NOT physical damage claims for insurance on the car.  

  To make it worse, we told them we didn't have this kind of money because my boyfriend's father died and we had to get home and help with arrangements. Yet. They ran my credit card multiple times as soon as I left. They had no written authorization to run my card for any additional amount and still ran it over and over and over. When they couldn't obtain the $1,100 charge they then kept running it in smaller increments continuously until my credit card company shut the card off for fraudulent activity.  

  Dishonest, deceptive, and unfair practices. I am again lucky that not only am I licensed in insurance I work for one of the United States largest Financial Institutions and thus I know they cannot charge my card without my permission and especially not repeatedly with varying amounts attempting to get any authorization to process. 

  Others do not know this. Many others have been scammed with similar issues and had no knowledge to know better and report it. Since the trip I have found hundreds of complaints for this company. The few positive reviews are clearly paid responses and not actual consumer reviews. 

  As my boyfriend told the manager that day; these cars have GPS trackers and thus the company knows where the car is at all times. This company could easily send someone to get the tag from the car to which they then incorrectly push the customer into paying a $1000 deductible for and filing insurance on, making a profit from those that don't know any better. This is our fear.

  If the company was acting in an honest and professional way we wouldn't have gotten the run around, unauthorized transactions and lack of effort to get the tag replaced to provide an invoice for us to pay. 

  I will gladly call and email the department of motor vehicles there to resolve the tag issue, please provide me the contact information and details to do so.

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

• Initial Complaint

  Date:06/22/2024

  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 ****. At some point during the rental period the car seat was folded forward and exposed a tear in the upholstery. This damage can only be seen with the seat down. I mistakenly, assumed they were aware of the damage. When I returned the car, the seat was down and the rip was visible. The representative from the car rental claims the tear wasn't there prior to my rental. I asked them to show me pictures of the condition of the car prior to my rental. The company was unable to show me any photos that would have captured the damage, as all the photos in their records the seats were up and the damage wasn't visible. It seemed clear to me the damage had been there for some time, as the foam was coming out and was dirty. The damage was clearly not new. They maintained that the car didn't have the damage prior to my rental. I returned the car with one seat down, making the damage visible. I assumed they were aware of the damage, so I didn't expect there to be a problem. I also explained to them I didn't have anything in the car that would be capable of causing the damage. The only things that were transported in the car luggage. In addition the before photos they provided on my contract could not have shown the damage as the seats were up. I refused to sign the electronic document as requested and I explained to them I would not take responsibility for causing the damage. I have been renting cars for more than 35 years and have never been accused of damaging a car. If I had caused the damage, I would take responsibility and pay for the repair.

  Business Response

  Date: 06/25/2024

  Dear BBB, Our goal is always to provide quality service to all our customers. Upon review of this case, photo of pre-existing damage was not noted. Due to this, customer has been refunded for damage charged back to credit card on file as per attached receipt of refund.

  If you need any additional information, please do not hesitate in contacting us. Thank you for your patience and we apologize for the inconvenience this may have caused our customer.

  Thank you,

  ********

  Cust. Svc. Supervisor

  Customer Answer

  Date: 07/02/2024

  Hello.  I appreciate the response from Sixt.  I want to follow up on the charge that's to be credited to my account.  I haven't received a credit as of today.

• Initial Complaint

  Date:04/02/2024

  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.

  I had rented a car with Sixt ******** from 15 to 25 Jan 24. under the rental agreement number LASJU1-40045. On 17 Jan 24, the manager of the hotel where I was staying drove her car into my rental car on the hotel car park (my rental car was stationary). The person accepted full responsibility, a police report was established accordingly and her insurance provided a claims number to settle the damage within 3 days. I provided all of this information to ****************** within that same week and again when I returned the car. When I returned the car on 25 Jan, 500 USD were debited on my credit card (not just a hold) and I was told I will be reimbursed once the insurance settles the claim, normally within 4 weeks. This will be 10 !!! weeks ago this week and I am still waiting for my reimbursement. I have a long email correspondance with the claims department - interesting elements of that exchange: It turns out that sixt PR rented the car for another 2 weeks after I had returned it, ie delayed the repair and hence the claim to the insurance ; Then it came as a surprise that the car needed to be driven to PointGuard for inspection - another delay then sixt made the claim but did not provide the invoice to Point Guard and hence the invoice needed to be found and to be sent to the insurance and apparently now Point Guard has settled the claim, but the check from Point Guard has not yet arrived.The above sounds like Sixt Puerto **** is dealing with an insurance claim for the first time. Initially I had been advised by Sixt Puerto **** that the reimbursement will take approx 4 weeks assuming the insurance settles the claim. I find it completely unreasonable having to wait 10 weeks plus with a new story popping up every week. Does the branch not have the financial means to reimburse 500 USD or is the team incompetent to deal with insurance claims efficiently ? Is this method, ie a specific type of fraud targeting non-residents ? I have tried to reach the claims department by phone the last days, but nobody answers. I herewith ask you to please look into this case and please let me know when I can expect my reimbursement.

  Business Response

  Date: 04/05/2024

  Dear All, Our goal is always to provide quality service and positive feedback. ****************** rented a vehicle and is responsible for any unpaid damages by third party. Documents show that the other party at fault with PR government limited coverage sent us a check and left a balance pending in which customer is responsible per agreement. The remainder portion of the deductible was refunded, and case has been already resolved and closed.  If any additional information is required, we will be more than happy to assist. Thank you.

  Customer Answer

  Date: 04/08/2024

  Dear Sixt,

  thank you for your response and yes you have processed the refund the day I actually filed my complaint with BBB.org.

  I understand the other party is as fault for settling the difference, ie the non reimbursed 150 USD, but the point of my complaint also relates to that sixt took 10 !!!! ***** to make this reimbursement. And sixt also made the statement in the attached email that I do not need to involve my insurance. I also attach my rental voucher including the full coverage insurance. If sixt had not made the statement that I did not need to involve my insurance, I would have informed my insurance and they would have covered the difference.

  So why did sixt 10 !!!! ***** to settle this claim (2 weeks because you kept renting the car) and why did sixt make the statement not to involve my insurance ? Both of those facts leave me with approx 150 USD cost.

  Could you please answer both questions and hopefully make a fair contribution at least to the 150 USD I lost because of those 2 facts.

  regards

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

  Business Response

  Date: 04/15/2024

  Dear All, hope all is well. We apologize for the delay.  Based on the rental agreement signed by customer, terms and conditions in agreement by customer is responsible for any unpaid amount upon a damage.  This claim was submitted to the other party leaving out of pocket an amount of $157.09 and was refunded for the remainder amount of the deposit charged when contract was closed.  Attached is the check with date received, April 3, 2024, which was applied leaving a balance due to us in agreement with the Assignment of Benefit signed by customer. The refund issued was for a total of $342.91 after applying balance due to deposit of $500.00. 

  We hope that customer understands that Sixt cannot control how long an insurance delays in processing claims based on the date check was received.  If we can assist is any additional information, please reach out to us.

  Thank you,

  Customer Answer

  Date: 04/15/2024

   
  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:03/18/2024

  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.

  My family and I rented a car from your company in ************, ** on Feb 28th. We were traveling to a town 3 hours away. While we initially anticipated a smooth and pleasant journey, unfortunately, we encountered a significant problem upon entering the vehicle. Regrettably, we discovered the presence of small cockroaches inside the car when we got to our destination.As you can imagine, this was not only unexpected but also extremely unpleasant and concerning for us. The presence of insects inside the car made it unsuitable and uncomfortable for use. Despite our best efforts to mitigate the situation, the discomfort persisted, rendering the vehicle virtually unusable for the duration of our rental period.Given the circumstances, I kindly request that you take immediate action to address this matter. It is imperative that thorough inspections and appropriate measures be implemented to ensure that such incidents do not recur, thus upholding the high standards of cleanliness and customer satisfaction that we expect from this rental car company.

  Business Response

  Date: 04/15/2024

  Dear All and hope finds you all doing well! Our customer rented vehicle prepaying rental with a third party which is reflected as balance due on the closed rental agreement.  Customer did not notify us giving us the opportunity to rectify situation with an exchange in vehicle per emails also attached.  Although this was brought to our attention late afternoon after vehicle was returned earlier, we refunded customer for the toll service and roadside assistance which was the only amount of $72.93 paid directly with to us upon pick up.  Due to this we have refunded customer what is fair not contacting us with the situation once noted. We request understanding since it was not our choice to rectify inconvenience.

  Thank you,

   

• Initial Complaint

  Date:01/11/2024

  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 on December 18th at your location in *************** I was given a white *** pretty modern and new. The problem arises when I was stopped by the police and didnt have a registration for it. Even worst they ran the plates and the car is not registered at all! They kept me for a long time until confirming that the car belonged to Sixt. I got several tickets because of this. Driving a car that doesnt even have registration could have landed me in jail. Been on the side of the road way for over 30 minutes is humiliating. Renting a car that Sixt itself cant find as registered its unacceptable! I returned it and to add insult to injury they exchanged it for an older more basic car even though the illegalities were done by ****. I asked for a refund with no avail. Im writing you to get this illegality and pain corrected by giving me a full refund.After they answered with no resolution:By saying I still ended up using the 8 days of rental after switching the vehicle you are completely missing the point of my complaint. For 6 out of the 8 days I was driving a car that wasn't registered with Sixt at your ********* location. For 6 days I was driving a car that had no copy of registration whatsoever in it. IWithout the registration in your own records I was driving a car that wasn't ready to drive "legally" on the road.I can't do anything with a "voucher", I wouldn't put myself in a situation of risk again.What I'm asking is for a refund for the days I was completely unaware I was driving an unregistered vehicle (this was corroborated by your own management at the ********* ************ and for the embarrassment of being held on a road by the police while they tried to figure it out.I'm expecting for your reply to be fair and more in tune with the reality of the situation.

  Business Response

  Date: 01/12/2024

  Dear BBB,

  Thank you for contacting us with regards to complaint received.  Our goal as always is to provide quality service and find a resolution based on the details provided.  Customer was detained by Agt. ***************************, badge 36023.  Ticket was issued first for not having driver's license on hand upon requesting it and the other was for not having registration based on the codes on ticket.  This caused Agt. to verify owner of vehicle on call.  None of the tickets were charged to customer.  Vehicle was used during the full process and the amount of ticket $50.00 was considered as a discount although customer had the responsibility to carry driver's license at all times. At this moment we can emphasize that customer was without a vehicle for 30 minutes per statement and additional compensation cannot be honored based on the facts mentioned. We do hope customer understands and if any additional information is needed, please reach out to us. Thank you again.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21124947
  
  I am rejecting this response because:

  1) The ticket was much higher than the $50 are claiming it was. The part of me leaving my license in the wallet had nothing to do with the rest. Especially been driving a car for 6 previous days, with a license but NOT REGISTERED by Sixt and without a registration in the car.

  2) I didnt lose half an hour I wa detained for half an hour on the street while they figured out who was the car registered to if at all registered. With my SSI they had my drivers license automatically. It was the registration of the car that was an issue.

  3) when I called Sixt they put the blame in another one of their locations while in the meantime I was driving a car that shouldnt have been on the road period! 
  

  4) I dont see how hard it is for them to understand that having me drive an unregistered car on the streets. The company should be penalized for that and the least they can refund the money for the predicament of driving a  u registered car

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

  Business Response

  Date: 01/23/2024

  Dear BBB,Thank you for contacting us again on behalf of ***********************  Our goal is to provide quality service and we will continue to do so.  Additional to the previous message, customer was detained 30 minutes as specified but due to the fact that customer was speeding, changing lanes erratically, not keeping distance while driving also without license from ********* provided at pickup.   The ticket for $100 not having our registration is our responsibility although our vehicle was properly registered and submitted. Customer was ticketed a total of $430 which will be billed to us since address and license number provided to officer per ticket was an expired license in ********************** Rico.  Due to this and circumstances, we are unable to consider additional compensation at this moment having been detained due to driving negligently per officers' explanation on tickets issued also included.  We hope customer understands and takes responsibility for outstanding balance having submitted an expired license from ********************** Rico.  Please evaluate and consider all details submitted by both Sixt and customer.  Thank you,

  Business Response

  Date: 01/29/2024

  Dear BBB,

  Can you please indicate if the prior documents have been reviewed since I see we need to respond again but cannot see any new details on all documents sent.  Please indicate since we responded that unfortunately customer was detained by the police due to speeding, changing lanes erratically, not keeping distance and driving without her driver's license detailed on tickets sent on 1/23.  Thank you, 

• Initial Complaint

  Date:07/05/2023

  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.

  Hi My name is *************************** I had a car rental from sixt ********************************************* ******** ***** Puerto **** from June 28 through July3 and when I reserved the car before I left it stated that at the day of pick up I would be charged $374 doesnt state anything else but that exactly. yet when I got there I was told the price was $640 Im like thats not what was stated in the message I received directly after I reserved the car so there was some back and forth so I had to pay that amount right then and there which through me off completely bc i brought almost alittle bit more of that to enjoy on my trip so that was a headache and headache for me and I didnt appreciate at all because that was a mistake on their end not mine for me to be penalized with taking my hard earned money like that. ONTOP of that when I left with the car I was told everything was all set I didnt need to do ANYTHING other than just bringing the car back the day of the return day Im like okay I had filled up the tank twice and when I returned it it still had a good amount of gas which the tank only took barley $20 bucks to be filled yet the person that took the car told me I owed them $100 in gas which was beyond ridiculous and I feel I was robbed of my money completely and I would like for something to be resolved because that was the worse experience having to deal with on my vacation and I dont think I will be working with that company again.

  Business Response

  Date: 07/07/2023

  Dear BBB,
  Thank you for contacting us with regards to ******************** claim.    The attached rental agreement and closed contract show that customer agreed to extra services and upon return accepted the fuel charge.  Closed rental agreement shows fuel at "E" empty when it was rented with a full tank.

  
  Our goal is to provide quality service to our customers hoping customer understands that services were rendered and used by accepting charges upon signing for them. We hope to maintain a positive record based on submitting documents pertaining to claims and if any additional information is needed, please contact us.  Thank you,

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20275331
  
  I am rejecting this response Due to the fact that like I stated before *** flying out to Puerto **** I was quoted a completely different amount and when I got there i was asked if I had car insurance and since my BOYFRIEND was the driver they asked for not only my driver license but also HIS and they put him down as the driver and stated they would use his insurance yet when everything was totaled out it came out to $640 from $374 which was the price I was told I would be paying and the car was not left on empty there was still a good amount of gas left in it and that car only too $15 dollars to fill not $100 which is what I was charged for if it wasnt for me having to fly back out that same day only a hour from when I was there I would of stood there and fought the fact that I was over charged not only once but twice and this past Thursday I spoke to ******************* the supervisor over the phone and I was told I would be compensated back what I was owed , so I would like for what I was promised to be followed through with , Thank you. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/27/2023

  Dear BBB, Our apologies to customer but we originally attached the rental agreement where customer agreed to all charges and services were rendered. All reservations made online specify total rental amount including taxes and fees as uploaded by *******************  They do not include any additional services as those accepted by ******************. Customer did not add an additional driver per contract as well as the details of extras confirms she did pay for an additional person authorized to drive vehicle. In order to provide quality service, although customer signed for the fuel since vehicle was returned empty and based on the fact that we need to send an employee to refuel, we have refunded the difference of the refueling amount per attached.  A refund was issued today for $60.54 per receipt of fuel showing gauge empty and charged customer only for $35.46 the gas cost.

  With this we hope to remedy this claim since our interest is to continue to provide exceptional service to our customers.

  Thank you,

  Sixt Rent a Car

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a rental vehicle back to this Sixt location on 5/27/2023. I was told they would release my $250 hold that day. It is now 6/4/2023 and have multiple calls to this business they still have not released my hold back to my credit card as they indicated they would.

  Business Response

  Date: 06/08/2023

  Dear BBB,

  Thank you for contacting us with regards to claim.  It is always our interest and goal providing quality service to all our customers.  Deposits are always put on hold and never paid to Sixt in which the customers Credit Card provider releases the funds back to balance within a reasonable time frame. Customer should verify with their bank that the only amount showing up on their statement would be for the rental which was paid to ** in the amount of $220.10.  ********* establishes their rules as to when holds are released from the moment it is put on hold. We cannot refund a hold which was never paid to Sixt. 

  Our interest is to assist ****************** ***** in resolving this issue if it is still on hold. We have attached a release letter used in the past, and her credit card department will confirm if they accept it or if customer will have to wait the time frame established by them. We kindly request customer to understand the process on holds and we hope this is resolved effectively.  

  *******************************-Customer Service Supervisor

  Customer Answer

  Date: 06/08/2023

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