Business Profile

Auto Rentals and Leasing

Sixt Rent a Car, LLC

Headquarters

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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

2,166 total complaints in the last 3 years.
921 complaints closed in the last 12 months.

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Submit a Complaint

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:10/02/2024
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 am filing a formal complaint against SIXT Rental ********** regarding a fraudulent damage claim they have made against me related to a car I rented from SIXT in ********* from Aug. *****, 2024. (Damage #: SX-*****************) I was in the area to attend my fathers funeral, I was the only person to drive the car and returned it on Aug. 22 at the *****************. When I parked the car the attendant was very busy and just took the keys from me as I made my way into the airport. A couple days after I returned home and was contacted by **** in an email claiming I had damaged one of the cars rims, I got in touch with SIXT per their email and disputed their accusation. Oddly they had already returned the deposit I made during the trip without any issue. The representative I spoke with said they would conduct an investigation and get back to me. A week went by and I received another email claiming I owed them $661.00 for a damaged front driver side rim, it looked to me from the pictures they provided that the rim ran against a curb. During my trip I drove from the airport to a cousins house, parked in a driveway, drove to the funeral home, back to my cousins driveway and returned it to the rental lot, NEVER hitting a curb or anything else. I was very irritated by their accusation and notice to pay for the damage. I called to refute their claim, asked to have a supervisor call me, been waiting 2 1/2 days, no call. I decided to file a complaint with the BBB and found this company has a long history of these false damage claims against their customers. Looks like Im their latest victim of this SCAM!!! I want the claim dropped, I did not cause any damage to their car rim.
Business Response
Date: 10/03/2024
After review of the ******* ******' file and all available information, we have decided to continue financial pursuit of the referenced damage file.
Initial Complaint
Date:10/02/2024
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.
Complaint against Sixt Rent a Car. Rented through Hotwire. Aug. 2-6, 2024 *******, **. Car was picked up at 11:56am on 8/2/24. At the desk, I was given the keys and space # with no further info. I found and loaded the car where there was no staff around, but assumed there'd be a checkout process at the exit gate for a walkaround. There was no attendant to see if there was any damage to the car prior leaving. When I parked, I noticed minor scratches which are not uncommon with rentals and assumed what I saw was one of the 15 items on the *** 3 of which stated 5-10cm to primer. When I returned the car on 8/6/24 at 3pm, an outrageous amount of time was spent looking the car over, taking notes and photos. They told me I needed to sign stating I returned the vehicle and mentioned nothing about the damages noted. There was a $266.76 amount which I questioned and was told I prepaid and there'd be no other charges. I received a Return Receipt via email that day which notes a 5-10cm scratch. On 8/7/24, I received an email saying there were damages and asked for details. I replied I saw some minor damage and did not know how it occurred. Another email came on 8/16/24 stating I owe $711.25 for a minor paint issue which did not happen in my possession. The car was hardly used and parked in a garage. Based on false damage complaints online and poor reviews I have found from other people who did not purchase the additional insurance, it seems to be common for **** to accuse customers of damages and claim unreasonable repair fees. Please investigate and initiate cancellation of this claim and all related charges. Claim from The ************** notes a collision on 8/6/24 at 1pm, but I returned the vehicle at 3pm, 181 miles but RA shows 28,650/Rtn Rcpt shows ******, no VIN on RA or Rtn Rcpt to match, notes exterior silver-super white paint on estimate details, charges for front and rear door incl. handles and trim. Hopefully this issue can be resolved in a timely manner. Thank you.
Business Response
Date: 10/03/2024
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: 10/08/2024

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:10/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 31st, I rented a car with SIXT in *****, and they held around 250 USD, which I paid with my savings account. The hold was supposed to be released once I returned the car. In fact, I did return the car, and they confirmed that the hold had already been released. After sending four emails with all the requested documentation, they still havent responded with the refund receipt, nor have they returned the money to my savings account.I seek help through this medium because this doesnt seem like a serious company committed to addressing the requests of tourists.
Business Response
Date: 10/03/2024
Thank you for reaching out to us and allowing us the opportunity to review your complaint.
Please forward us a copy of your bank statement displaying solely the held amount. Once received, we will escalate to our Accounting team for further review.
We look forward to your reply.
Customer Answer
Date: 10/04/2024

Complaint: 22367832

I am rejecting this response because:
Since I had sent the information you asked twice, Im sending again the banking status at the month you did the hold and two months after so you can see that the hold/charge has not been released/returned.

Sincerely,

Yuri ******* ****
Business Response
Date: 10/04/2024
Please note the file you are attempting to attach was not properly attached. Please try again.
Customer Answer
Date: 10/08/2024

Complaint: 22367832

I am rejecting this response because:
I am attaching 3 documents in .pdf format as requested.

Sincerely,

Yuri ******* ****
Business Response
Date: 10/08/2024
We have reviewed the statements you provided and the May statement does not appear to reflect a charge of $250 USD. It is neccessary to indicate where Sixt charged a security deposit of $250.00. Since the statement reflects a different language and the currency is other than USD, please highlight the Sixt charge of $250.00.
Customer Answer
Date: 10/09/2024

Complaint: 22367832
I am sending the May statement by highlighting the charge on 31st may (250USD). Please take into account that the charge/hold was made in COP.
Sincerely,

Yuri ******* ****
Business Response
Date: 10/15/2024
Thank you for replying.
We have gone ahead and escalate this matter to our Credit Card Support team. Once an update is provided, we will promplty contact you.
We appreciate your patience and understanding.
Customer Answer
Date: 10/21/2024

Complaint: 22367832

After 5 months of claiming my money back, Im still waiting. For me, its not enough to be told that its under review and then never be contacted again. I need an estimated resolution date, and I dont want it left open-ended because what always happens is that I end up having to chase after you.

Yuri ******* ****
Initial Complaint
Date:10/01/2024
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 am writing to formally dispute the collections accounts related to two charges from Sixt Rental ********** on October 8, 2022, in the amounts of $264.67 and $564.07.The charges stem from a rental car I prepaid for during my vacation in ****, which had significant mechanical issues:- The air conditioning was non-functional (it was hot!)- The windows worked intermittently. - The vehicle would not go into drive and had gear-shifting problems which was dangerous and deemed the car almost undrivable. Upon reporting these issues to Sixt on 9/28/2022 via email they did not respond. We then called Sixt and their only proposed resolution was for me to return the car to *************** to exchange it. As this would have required me to take a full day away from my vacation, it was not a viable option. Thankfully my in laws had a vehicle that worked correctly and we used instead of the damaged vehicle.I subsequently disputed these charges with ****************, providing detailed documentation, photos, and videos of the car's condition. **************** reviewed the evidence, ruled in my favor, and issued a chargeback to Sixt.2 years later, I receive a notification that my credit score had dropped from the 810 to 690 and after investigating I see that Sixt Rental Car had sent these disputed amounts to Summit A/R, a collection agency without notification. I am not liable for the charges, providing a functioning car is their core responsibility. I paid for a working car, and received a defective one is a fundamental breach of their service.
Business Response
Date: 10/02/2024
We have received your request and would like to assist you as best as possible.
However, we are unable to locate your reservation with the information you have provided.

Therefore, we kindly ask that you provide us with one of the following information:
1. Sixt Reservation number (generally, a 10 digit number starting with 99********).
2. Sixt Rental Agreement number (generally, a 10 digit number staring with 94********).
3. Sixt Damage Claim number (generally, a 10 digit number staring with 96********).
3. Date of rental pick-up, Main driver's name, and pick-up location.
Customer Answer
Date: 10/02/2024

Complaint: 22365695

I am rejecting this response because they are asking for more information.
The information they are requesting is the dates of pickup, which was 9/27 and the reservation number ********************************************************************
Business Response
Date: 10/03/2024
Thank you for replying.
Our records indicate that there were two (2) rentals under your name for dates 9/27/2022 - 10/06/2022.
Under rental agreement **********, a ******* Santa Fe was rented and under 9488140649 a MB GLC300 was rented. A disputed amount of $564.07 was received on the first rental and $264.47 was received on the latter.
Kindly specify which vehicle you experienced a malfunction with as we received disputes on both rentals.
We look forward to your reply.

Customer Answer
Date: 10/03/2024

Complaint: 22365695

I am rejecting this response because:
Sorry it should have said both rental cars were defective. The ******* had the gear shifting and window issues and the Mercedes air conditioning didn't ******************************************************************
Business Response
Date: 10/08/2024
Thank you for replying.
The ******* Santa Fe was previously returned on 9/27/2022 with no issues or complaints from the previous renter. It was also re-rented after your return repeatedly and no complaints were ever received. You checked out the vehicle on 9/27/2022 and we received an initial complain about the both vehicles on 10/6/2022, which was the check in date. The complaint was submitted to the ******************** branch and the branch manager called the number associated with the rental on 10/2/2022 at 7:53 PM and left a message offering a vehicle exchange. There were no follow up contact from you regarding either vehicle.
The branch manager confirmed as well that there had been no complaints before and after your rental regarding the functioning of the Mercedes GLC300. Both vehicles were driven and accumulated mileage.
Based on the above, a refund or compensation was not justified. The disputed amounts have been forwarded to a debt collector for collection.
We kindly ask that you reach out directly to the collection agency as **** is no longer handling this debt.
We appreciate your understanding.
Customer Answer
Date: 10/11/2024

Complaint: 22365695
Subject: Rejecting response to Dispute Regarding Rental ******************************************** Team,

Thank you for your response; however, we must kindly reject your version of events regarding our rental experience.

While your records may reflect a different what your associates noted from 2 years ago. I was there, we reported issues with the ******* Santa Fe immediately. The ******** we did not report for 24 hours. Unfortunately, we did not receive any follow-up until 10/2, six days after our initial rental on 9/27. During this period, we were on the remote side of **** near ****, where cell reception was unavailable until 10/5. Upon returning both vehicles on 10/6, I informed your attendants of the issues we experienced.

Its also worth noting that while your records state no complaints were received before or after our rental, we believe its quite possible the vehicles were repaired (or should have been) after our complaints. Given the high mileage rental cars endure, were all aware of how unpredictable vehicle performance can be.

Since these rentals were prepaid, we disputed the charges with ****************, providing extensive documentation, including photos, videos, and other evidence. After reviewing our case, **************** ruled in our favor. Additionally, Sixt breached the rental agreement by supplying us with vehicles that were damaged and non-functional.

Given these points, we do not believe it is reasonable for Sixt to forward these charges to a collection agency, as they are no longer entitled to pursue this matter further based on the outcome of the dispute.

Thank you for your ********************************************************************
Business Response
Date: 11/01/2024
Thank you for your feedback.
We kindly ask for your understanding that Sixt is no longer handling this file since it has been transferred to a collection agency. Please direct all your inquiries and concerns directly to the debt collector for assustance.
Thank you for your patience and understanding.
.

Customer Answer
Date: 11/12/2024

Complaint: 22365695

Dear Sixt Customer Service,

I am writing to formally respond to your recent communication regarding my complaint. I do not accept the response provided as a resolution, as the debt in question is invalid. The contract should be considered void, given that **** did not fulfill its obligation to provide me with a properly functioning vehicle.
**************** has reopened my dispute and will be actively assisting me in resolving this erroneous collection attempt. As you are aware, the original charge was disputed and ultimately resolved in my favor, resulting in a refund from ****************. Despite this, you have continued collection efforts on the disputed amount which is against **************** Guidelines.
Please cancel the debt and clear my credit.

Best ****************************************************
Business Response
Date: 11/19/2024
There will be no further communication regarding this matter. Please consider this case closed.
Initial Complaint
Date:09/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Sixt Rental Car in ***** International location on December 26, 2022. I returned it December 30, 2022 and was issued a return receipt from the attendant I relinquished the car to. There was NO windshield damage at the time of the return. Twelve hours later I receive the notification of damage to the windshield and Sixt attempting to charge me for it. If it had been damaged while I was in custody of the car I would have reported it to the attendant and gotten my insurance company **** involved to settle the claim. I am career Navy and accept responsibility for mistakes made. After receiving the bogus charges for the windshield from Sixt, I contacted **** and asked for their help with resolving the matter. They denied the Sixt claim because they agreed the damage could have occurred after I returned the car without damage and received a receipt from Sixt at time of turn in as evidence to that fact. I thought the matter was a moot point until receiving notification from a collection agency **** employed to recoup costs their insurance invariably covered as suggested by ****.
Business Response
Date: 10/02/2024
After review of the ******* ********' file and all available information, we have decided to continue financial pursuit of the referenced damage file. Communications of our file have previously been sent using the contact information provided at the time of their rental. This file is currently being handled by an external provider to address any outstanding balances
Initial Complaint
Date:09/30/2024
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 began a monthly subscription with Sixt+ on Jan 4, 2024. Today is September 30, 2024. I was intending on cancelling the subscription before the renewal date, which I assumed would be October 4, based on calendar months as per Sixt's Terms and Conditions, which define a renewal term as follows: Renewal Term(s)Following the Term, Participants Sixt+ program and these Terms and Conditions shall AUTOMATICALLY renew for additional, successive one calendar month terms (each, a Renewal Term(s)) unless terminated in accordance with the terms of Section 14 below. ********************************************************************* These terms are linked to in my mobile app - which is tied to my account - and are also linked directly from the *** for the subscription: ***************************************************** issue is that they they invoice every 30 days - and the subscription renews every 30 days - NOT every calendar month as stipulated in the terms and conditions. So the subscription I started Jan 4, just renewed Sept 30. Which means I've been charged about $1100 and can't get any of it back. They also don't prorate days in a month (excuse me - days in a 30-day term). I spent well over 2 hours, much of it on hold, and spoke with 6 people, in customer support and billing and long term billing. The first ***** refused to connect me with a supervisor. After 30-ish mins on the call, she stopped talking to me. I asked her 5 times for a supervisor. The line was quiet, I waited, and after 46 mins, she disconnected the ********* call, I went through customer support to billing - talked to two people - the first lost the call. Was finally getting routed to a supervisor when the call was dropped. One hour and 6 mins in. I called back, and got to the long-term department and spoke with Vin. Who tried to convince me that 30 days is always a calendar month. The conversation was devoid of reason. He told me an engagement ***** would be contacting me.
Business Response
Date: 10/03/2024
Thank you for reaching out to us and alllowng us the opportunity to review this complaint.
We do apologize for the difficulty you experienced attempting to address your inquiry. Our records indicate that your Engagement Specialist, Latasha, received a call back request from you and placed a call to you using the phone number on file on 9/30/2024 at approximately 4:29 PM, to no avail.
Your Sixt+ Subscription service began on 1/04/2024 and the package price of your car subscription will be charged every 30 days at the beginning of the billing period.This means the renewal dates will vary depending on the number of days in each month. Some months has 30 days, others 31 days and February 29 days this year. Therefore, the renewal will not always occur on the 4th of every month.
In this instance, if your intention was to end your subscription on the renewal date, the return would have been done on 9/30/2024 before 2PM. I urge you to contact your Engagement Specialist, Latasha Brock, at [email protected] or call 754-301-4210 to discuss your options at this point.
We hope this clarified your inquiry.
Please do not hesitate to contact us if you require further assistance.
Initial Complaint
Date:09/30/2024
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 reserved a midsized sedan ******* Sentra) from the SEATAC Sixt location in *******, **. I picked it up at 10:30am on 8/28/24 and returned it at 10:40 8/30/24. (Reservation #**********). When I arrived my reserved car was not available (this is the second time this has happened) and they "upgraded" me to a *** X3 (SUV). Even with the "upgrade" they weren't able to match my prepaid price or refund the balance. I declined their insurance since my personal auto insurance already covers rental cars. No one walked the car with me when I picked it up and no one walked it with me when I returned it. I was hurried along and rushed away. On 9/11/24, I receive an invoice from Sixt totaling $921.24 alleging that I got in a "T-bone collision" but the only photos they provided were small scratches and a bent, front license plate that I did not do. I immediately emailed their claims department, "We do not believe that there was any damage sustained to the vehicle we rented from 8/28/2024 - 8/30/2024, especially a "T-bone collision" that you are alleging. Upon return, we were not notified that there was any observed damage. Please provide a time stamped photo of the damaged area before we rented the vehicle and a time stamped photo of the damage after we returned the vehicle. We would also like a copy of the list of pre-existing damages dated on the day of our pickup. In addition we would like a more detailed breakdown of the alleged repair costs." There's been no response from the claims department and repeated requests for "more time" from their customer service email with multiple days passing even before getting that vague reply. I didn't realize this was a SCAM until learning about how many others they have done this to. I'm requesting this fraudulent invoice to be eliminated.Reservation #********** Contract #********** Damage Case: SX-**********-****** Customer Service Request #********
Business Response
Date: 10/02/2024
Upon a final review of Mr./Ms. Akiyama-Lee‘s damage file, in a effort of goodwill we have decided to close and no longer continue financial pursuit of it. We look forward to the opportunity to service his/her rental needs in the future.
Initial Complaint
Date:09/30/2024
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.
On 06/22/2024 My ********** rented a vehicle from Sixt Rent a Car, LLC. Before taking the car off the lot we noticed that there were scratches on the ************ of the car so we decided to take a video of the vehicle. Several days later we went ahead and returned the car with no issues. Brought up the issue to the cashier upon returning & they assured me that there would be no issues. 3 months later, their shady business practices unfold.
Business Response
Date: 10/15/2024
Upon a final review of ******* Betims damage file, in a effort of goodwill we have decided to close and no longer continue financial pursuit of it. We look forward to the opportunity to service his/her rental needs in the future.
Initial Complaint
Date:09/30/2024
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 vehicle from Sixt Car Rental from 08/15/24 to 08/17/24, picking it up at *************** (ORD) at 8.48 am and returning it on Saturday 8/17 at 2:51 PM. Before leaving the airport, I conducted a quick walkaround inspection and did not notice any damages to the outside of the car. Due to the early pick-up and getting late for my flight during drop-off times, I did not take photos of the car's exterior. The car was returned on 08/17/24 without any issues. However, on 8/19/24, I received an email stating a 5-10cm scratch was found on rear bumper passenger side (down to primer). No damage occurred while the vehicle was in my possession, and I responded to the email via web form as requested by the company. On 09/30/24, I received another email from Sixt demanding $932.50 to repair the scratches which is smaller than 5 cm (<5cm). It appears that this is a common practice by Sixt Car Rental, where they falsely accuse customers of vehicle damage and then attempt to charge excessive repair fees. No one walked me through the car and told me about the pre-recorded damages to car, car was not even washed. This is simply a bad practice that after a month plus passing before receiving a response to my rebuttal, how can I be sure that the damage occurred after I rented the vehicle was done by another customer? The photos included in Sixt's damage report have no time stamp, so there is no way to confirm that these photos weren't taken before the time I had the vehicle. I have discovered numerous complaints of false damage claims, as well as an ongoing class action lawsuit against Sixt for these and other issues. I am confident that I did not cause any damage to this vehicle and have stated clearly in my response to initial email that nothing happened to car during my possession. I request assistance in resolving this fraudulent claim.
Business Response
Date: 10/02/2024
Upon a final review of Mr./Ms. Singh‘s damage file, in a effort of goodwill we have decided to close and no longer continue financial pursuit of it. We look forward to the opportunity to service his/her rental needs in the future.
Initial Complaint
Date:09/30/2024
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 white Subaru Forester (Contract #**********) from Sixt at ************************************ (EWR) during my vacation from 06/12/2024 to 06/16/2024. The trip went smoothly, and I returned the car on time on 06/16/2024.On 06/17/2024, I received an email from Sixt noting a change in the vehicle's condition (Reference #SX-9073561489-88-800) along with photos showing damage to the windscreen. I promptly completed the damage report form, stating that no incidents occurred while the vehicle was in my possession. However, on 09/27/2024, I was informed that I am being held liable for the damage and owe a balance of $1,331.91.I strongly dispute this claim for several reasons:No inspection was conducted with me present, either at the time of pick-up or return.Sixt has not provided any pre-rental photos to verify the car's condition before I rented it.The location of the damage on the windscreen seems unusual, making me question when and how this damage occurred.Given that I did not opt for *************** coverage, I am concerned that this could be an unfair attempt to charge me for pre-existing damage. I have rented cars for many years without any issues or accusations of causing damage, and I find these practices questionable.I have escalated this matter to my credit card company, ******* (through whom I booked the rental), and my lawyer to explore my options. I would appreciate your assistance in resolving this dispute.Thank you for your attention.
Business Response
Date: 10/02/2024
After review of the ******* ****** file and all available information, we have decided to continue financial pursuit of the referenced damage file.
Customer Answer
Date: 10/03/2024

Complaint: 22357711

I am rejecting this response because:
1. No inspection was conducted in my presence, either during pick-up or return.
2. Sixt has not provided any pre-rental photos with a timestamp to verify the car's condition prior to my rental.
3. The location of the damage on the windscreen seems unusual, raising questions about when and how the damage occurred.

Unless Sixt can provide clear evidence addressing these points, I will not be able to proceed with payment.
Thank you for your attention to this matter.
Sincerely,

****** ****
Business Response
Date: 10/04/2024
Transparency is important to us, in particular regarding questions about your invoice.

As stated in Sixt rental agreement terms and conditions: You are responsible for all damage to, and for loss or theft of, the Vehicle, including damage caused by weather, road conditions and acts of nature, even if you are not at fault.

The cost of a windshield replacement was sent to you because the damages were discovered while the vehicle was in your posession during your rental period.
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.

If you have any additional questions please let us know.

Customer Answer
Date: 10/06/2024

Complaint: 22357711

I am rejecting this response because:

Thank you for your response. However, I find it unfair to be required to sign an agreement that assumes the vehicle is undamaged before it is physically handed over to the customer for inspection. This practice places an undue burden on renters, making it difficult to challenge damage claims after the fact.

Furthermore, I once again request that Sixt provide pre-rental photos with timestamps that clearly verify the vehicles condition before my rental period began. Without such documentation, it is unreasonable to hold me liable for the alleged damage.

I look forward to your prompt response and cooperation in resolving this matter fairly.

Sincerely,

Weilin ****

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