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

2,159 total complaints in the last 3 years.
909 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:06/20/2024
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 ********** Atlas from the *********************************************************************************** Rental Car Location from Sunday, June 16, 2024 at 8:40 PM until Wednesday, June 19, 2024 at 3:35PM under Rental Agreement # **********.The rental agreement was for $151.20 which I paid in full on June 16, 2024. When I returned the car on June 19, 2024 at 3:35PM, the associate got into the car, checked the mileage, checked the car and told me everything looked great and to have a nice day.One day after returning the car on June 20, 2024, I receive an email from Sixt that claims a total price of $951.06. Upon looking at the invoice, I was charged: $250 for special vehicle cleaning $400 smoking fee $84.41 AP Concession Recovery Fee.This is absolutely insane. I travel regularly for business and during this particular business trip I was traveling alone and only used the car to get to the hotel and back to the airport. I do not smoke and left the car completely spotless. I was the only person ever in the car. I'm at a loss of words for being falsely charged as such. Be very careful when renting with Sixt. Again, I rent cars and travel for business all of the time and have never had a problem. Ever. This is my first time renting with Sixt (and the last) and this is a completely ridiculous and scam-worthy charge on their end.
Business Response
Date: 07/18/2024
Thank you for reaching out to us and allowing us the opportunity to assist you.
After review of your rental agreement, we can confirm that the Smoking and Special Cleaning fees were removed by branch management and as a result, the amount of $799.86 was refunded to your **** card ending in 602 on 6/22/2024. The credit should have already appeared on your account.
We do sincerely apologize for any inconvenience this has caused you.
Initial Complaint
Date:06/20/2024
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.
Every time ************** checks my car in she has extra holds and this last time she checked the car in she sat in it and checked it inside and out never said nothing about it being dirty or smelling like smoke I dont smoke I have bad asthma and I had sand and dirt in the car so I got it cleaned before I turned it in but this is the second time they have double charged me
Business Response
Date: 07/18/2024
Thank you for reaching out to us and allowing us the opportunity to assist you.
The feedback we received from the **************** location is that ashes were found in the center console area of the vehicle and as a result, you incurred a Smoking and a Special Cleaning fee. We have been provided with a photo as supporting documentation. As a gesture of goodwill, the Smoking fee was removed and a discount of $50.00 (net) was applied to your invoice. The amount of $400.00 was credited to the form of payment on file on 6/16/2024 and $57.50 on 6/20/2024.
Please note, it is expected that the rental vehicle is returned in the same condition it was provided at check out.
Initial Complaint
Date:06/20/2024
Type:Delivery 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.
Forgot phone in car rental. **** called me two days later that they found phone and that i should file a lost and found claim. Filed it and they replied that it was found. Paid for shipping and its a month later and they haven't shipped it nor responded to numerous emails.Reservation# ********** Reference Number: ITEM019555075 Tracking Number: ************
Business Response
Date: 07/12/2024
Thank you for reaching out to us and allowing us the opportunity to assist you.
We have contacted the management team of the ***************************** location to request an update on your claim. We have requested that a member of the branch reach out to your as soon as possible. Please allow ***** hours to contacted.
We appreciate your patience.
Customer Answer
Date: 07/18/2024

Complaint: 21876841

I am rejecting this response because:
Thank you for responding. No one, via phone or email, has reached to me regarding my lost phone. I am stilling waiting for it.
Sincerely,

*************************
Business Response
Date: 07/30/2024
Thank you for your patience while we looked into the delivery information for your recovered phone. After further review, the *************** Int'l Airport branch has advised that the package was delivered on 5/23/2024 and provided the information below:
The Delivered Information:
Delivered Date: 05/23/2024
Type Of Delivery: Shipped - Fedex
Shipping ************* 2-3 Business Days
Declared Value: None
Shipping Cost: USD *****
Insurance Cost: USD 0.00
Total Cost: USD ***** - (xxxxxxxxxxx7090)

Tracking Information:
Tracking Number: 275023301547 Print Shipping Label
Pickup Request Number: HWOA3037

Item Information: Original Reported Record
Item Number: ITEM019557879
Found Date: 05/16/2024
Where Found: FL21DGUI
Item Category: Cellphone
Description: Glass Front / With case / Black / Otter / Otter / Black /
Additional Info: black phone with black case
Found By: driver
Packaging Type: Padded Envelopes
Weight (lbs): 1
Storage Location: FP Safe

Owner Information:
Recipient *************************
Address ********************
Address 2
*************
State **********
Postal Code 08701-5515
Country ************************
Phone ************
Email **************** [Edit]
The above details can also be found on the ***** tracking webpage. We recommend you contact ***** directly in an attempt to locate your package.

Customer Answer
Date: 07/31/2024
Hello, In Sixt response they said that the package was delivered. That is not true, as seen in attached screenshot of ***** delivery status, the label was created and had never been given to ****** I called ***** and they confirmed that the package was never received by them. So it was also not delivered to me.
Business Response
Date: 07/31/2024
Thank you for your patience while we looked into the delivery information for your recovered phone. After further review, the *************** Int'l Airport branch has advised that the package was delivered on 5/23/2024 and provided the information below:
The Delivered Information:
Delivered Date: 05/23/2024
Type Of Delivery: Shipped - Fedex
Shipping ************* 2-3 Business Days
Declared Value: None
Shipping Cost: USD *****
Insurance Cost: USD 0.00
Total Cost: USD ***** - (xxxxxxxxxxx7090)

Tracking Information:
Tracking Number: 275023301547 Print Shipping Label
Pickup Request Number: HWOA3037

Item Information: Original Reported Record
Item Number: ITEM019557879
Found Date: 05/16/2024
Where Found: FL21DGUI
Item Category: Cellphone
Description: Glass Front / With case / Black / Otter / Otter / Black /
Additional Info: black phone with black case
Found By: driver
Packaging Type: Padded Envelopes
Weight (lbs): 1
Storage Location: FP Safe

Owner Information:
Recipient *************************
Address ********************
Address 2
*************
State **********
Postal Code 08701-5515
Country ************************
Phone ************
Email **************** [Edit]
The above details can also be found on the ***** tracking webpage. We recommend you contact ***** directly in an attempt to locate your package.

Customer Answer
Date: 08/01/2024

Complaint: 21876841

I am rejecting this response because:
Looking up the tracking number online shows that the label was created on 5/23, but it was never delivered to ***** (see attached screenshot). I also called ***** and they confirmed that the label was create but they never received it from sixt.

Sincerely,

*************************
Business Response
Date: 08/06/2024
Please accept our apology for the confusion. Branch staff have found the error and located the cell phone a** of 8/2/24. They have advised that pick up was scheduled for 8/3/24/08:00am-20:00pm. You should expect the delivery soon.
Business Response
Date: 08/08/2024
We have confirmed that the phone was returned via ***** tracking number 275023301547 and has been delivered on 8/06/2024 5:52 pm. Please visit the ***** website to review these details and the photo taken by the delivery driver for proof of delivery. We hope that this information is clarifying.
Customer Answer
Date: 08/14/2024

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.
Thank you!!!!!

Sincerely,

*************************
Initial Complaint
Date:06/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a *** 5 on 6/8/24. When I retrieved the car (alone), I noticed several scratches and chips on all the rims. When I was leaving the lot, I told the attendant at the gate and she told me not to worry about it. Feeling uneasy about this, I pulled over to take photos and contacted SIXT via email about the preexisting damage. On 6/10/24, I returned the vehicle. I did a walk around with an employee and also told her what had happened when I picked up the car. She said not to worry about it, the car is in good condition, and had me sign that it was returned fine. Today, 6/19/24, I receive an email about damage to the rims and that I may be potentially charged. They asked to explain the situation, which was previously done when I rented the car. I emailed back and attached photos and email correspondence. I am waiting to hear back from them. According to their ******** page, there are tons of people experiencing the same thing and it seems this company is trying to blame people for damages they did not cause, and after the fact. Please investigate. You can see all of the complaints on ******** and other review sites. I have screenshot many complaints on that page to have people names, as this seems to be a scam at this company. Thank you
Business Response
Date: 06/21/2024
Upon a final review of Mr./******************** 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: 06/21/2024

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.
Thank you for your "effort of goodwill" in not pursuing me for damages that I never caused and documented immediately after taking possession of the vehicle.
I look forward to never doing business with you again.

Sincerely,

*****************************
Initial Complaint
Date:06/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I searched for car rental services that didn't require a credit card because I don't use mine. I book from Sixt through an online service, I guess ******, and when I arrive they tell me I need a credit card according to the San ************************** They refuse to provide me service. They cancel my reservation and tell me I will get a refund. Later, they message me and say they won't refund me. I sent emails because I never canceled anything. They refused me service. I even disputed the charge with my bank. They didn't help. Only gave me a temporary credit. They will even pull that back.
Business Response
Date: 07/12/2024
Thank you for reaching out to us and allowing us the opportunity to assist you.
We've made an attempt to locate your reservation based on the information provided; however, our search was unsuccessful. Please provide, your SIXT reservation confirmation, a 10-digit number starting with "98" or "99". Once we receive this additional information from you,we will be able to further assist.
Initial Complaint
Date:06/17/2024
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 vehicle with Sixt Rent a car for pick up on may 16 2024 through Priceline. my initial pick up time was 2:30pm that day, however flights were delayed and changed and I called Sixt, same day at 9:31am to inform them of the change. the lady I spoke with on the phone informed me she changed my pick up time to after-hours and not to worry my vehicle will be waiting for me. However when I arrived at ************* at about 11:30pm, after getting our luggage and finding our way through the airport, Sixt was closed and no one was there. I called both priceline and sixt In the airport and they said they closed at 11 and no one was there to give me the keys for the car I paid for. myself, my wife, my son and daughter age 3 and 10 Months were left in the middle of the night with no way to the hotel, an hour away. **** DID NOT inform me they were closing; in fact they lied and said they would be there and left me and my family stranded. Luckily enterprise was open and I was able to get my family to our hotel. When I called the next day for a refund, I was denied outright. I disputed it with Capitol One, and they are fighting saying I didn't cancel in time per their policy. I never needed to cancel I confirmed with the business of my late pick up and they left knowing people were expecting their cars. 5 other people from my flight had rentals with sixt and had to go to enterprise. I'm still fighting with Capitol One to remove the charge, and as a result my credit score tanked. The ethics of this business needs to be reviewed in a court of law. If you as a business close do not make promises to consumers just to take their money and give no services.
Business Response
Date: 07/12/2024
Thank you for reaching out to us and allowing us the opportunity to assist you.
We have reviewed your original reservation and confirmed that the pick up time was amended to 23:00, however, the operating hours for the ***************** location is from 6AM to 1AM. We do sincerely apologize for the inconvenience this matter has caused you and your family.
At this time, we have reached out to our ********************* to proceed with accepting the chargeback of $248.26. You will receive confirmation from your financial institution or credit card provider once the transaction has reversed.
We genuinely value the opportunity to enhance our services based on the valuable feedback we receive. Your insights contribute significantly to our commitment to providing a better experience for all our customers.

Should you consider renting with us again or have any further feedback to share, please feel free to reach out. We're here to ensure your next experience with us is nothing short of exceptional.

Customer Answer
Date: 07/13/2024

Complaint: 21863171

I am rejecting this response because: Firstly, thank you for taking the time to respond.
The refund has already been processed via my credit card institution, however I had to show them proof of the many identical situations other consumers have encountered and complained to BBB about. Yes, the time was changed and confirmed, however the *********** at ***************** was closed before 1am, as I stated we arrived at approximately 11pm. I started calling Sixt at 11:28pm to figure out how to get to the office and they were already gone! I have the phone log to prove the time the calls were made. This is a frequent issue that has left multiple people stranded. The ************ closed early, knowingly and purposefully abandoning their customers and contracts.
As a result, my credit score took a hit and I am fighting to get it resolved due to your unethical business practices. At the very least, a formal letter to the credit bureau's explaining the situation and requesting the over limit marks be removed is the way to resolve this issue. This situation has caused a tremendous amount of stress, both during our trip when I had to figure out how to get my babies to safety and the months after undoing Sixt's damage.

Sincerely,

*************************
Business Response
Date: 07/18/2024
Thank you for your reply and feedback.
On our end, we have already issued a refund of the $248.26 to your Mastercard ending in 871. Please allow 3-15 business days for the funds to appear on your account. As you have mentioned your credit card company has already applied a credit of the said amount, the transaction may be reversed.
Your request to communicate to the credit bureau's on your behalf is not a process that we follow here in our **************************** Based on the documentation on your rental agreement, we were not provided the opportunity to review and resolve this matter prior to our ********************* receiving a chargeback of $248.26.
We reiterate our apologies for the inconvenience and frustration this matter has caused you.
Customer Answer
Date: 07/19/2024

Complaint: 21863171

I am rejecting this response because:
completely inaccurate and unacceptable. I highly doubt writing a letter and addressing it to the appropriate people is beyond your abilities
I ABSOLUTELY gave Sixt the opportunity to correct their mistake I was out right denied a refund and was told Id have to PAY to cancel the reservation, the next day when I called customer support. Seems to me the next step is a class action lawsuit

Sincerely,

*************************
Initial Complaint
Date:06/17/2024
Type:Customer Service Issues
Status:
UnansweredMore 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 request an investigation into the ethics and integrity of employee ************************, who works with Sixt Rent-a-Car at the ***************************** location. MID RENTAL ******************** added me to the rental block list without any reasonable policy violation. This action appears to stem from her inability to provide adequate customer service, as well as effective de-escalation and resolution-based assistance over the telephone when I, a customer, was confused and in need of immediate assistance regarding a debit to my account by ****.After failing to receive a professional resolution from ********************, I contacted the main customer service line, where I received a much clearer understanding of why my bank account had been debited. Despite leaving several voice messages with ******************** requesting a callback to resolve my matter, I did not receive any response. Additionally, she blocked my phone number, preventing me from receiving further assistance. It is worth noting that I am pregnant, working and traveling alone with Sixt Rent-a-Car (due to SiXT freedom and convenience of use) at this time.Although I understand that one bad apple does not and should not represent the integrity of an entire business, I have been a customer for two months and even though my rental is through the **************** LOCATION WHERE THE SERVICE IS SUPERIOR my experience with the local airport branch has been subpar and unprofessional. ************************ decision to add me to a block list mid-rental, without explanation, left me stranded at Sixt Rent-a-Car. I do not owe anything to Sixt, and I have always returned the vehicles in mint condition.The stress caused by this situation has led to a medical emergency, resulting in the need to terminate my pregnancy due to extreme physical distress following the phone call with ********************. I am requesting a reach-out by the corporate sector. I have been a victim of prejudiced discrimination by a Sixt employee.
Initial Complaint
Date:06/17/2024
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 paid in full through Expedia upfront for a two week car rental to go to ********. I paid with a debit card the website said debit cards were accepted. However when I went to pick up the car I was told they are only accepted for intown rentals with a return flight. They said I can contact Expedia and they will refund it without issues but that sith couldn't do anything about it because the payment was made to Expedia. After contacting Expedia. Expedia said they cannot issue a refund without the car rental approval but sith refused to accept the refund stating that I should have known better then to use a debit card. No service was rendered no product was produced. They took my money and ran and now are just pointing fingers. Expedia says they paid the car company and the car company says Expedia has the payment. This put me in a horrible financial situation that is causing a domino effect. I am loosing much more than the car and everything because I had to pay for two rentals now and I let received one. This has to be investigated
Business Response
Date: 07/22/2024
Please accept our apology for the delay in response.
We've made an attempt to locate your reservation based on the information provided; however, our search was unsuccessful. To assist you better, we kindly ask for additional details such as:

- Your SIXT reservation confirmation or rental agreement number (usually a 10-digit number starting with "98" or "99"********).
- Date of expected rental pick-up, main driver's name, and pick-up location.

Once we receive this additional information from you, we'll conduct a thorough investigation to address your concerns and identify the root cause for resolution.
Customer Answer
Date: 08/05/2024

Complaint: 21859409

I am rejecting this response because: the name on the complaint is identical to the name on the reservation. Furthermore there is not another individual with the same name to my knowledge. So finding my reservation should be simple.
However I have attached five screenshots that show just what this company put me through.
Furthermore identifying lies and intentional misrepresentation of the facts. You will see that the rental car company claims that they did not receive any money from Expedia however Expedia claims that the rental car company was paid.
On sixt website it shows that debit cards are an option for payment furthermore the representative at the desk also says that debit cards are usable however not in my case because the car was going out of town. This was not brought to my attention, furthermore the reservation for the car was made moments prior to me pulling up. I made the reservation last second so there's no way that the rental car company is out to anything. They charged me for transfer fees on the original reservation. And then refuse to answer the questions from the booking company. You will see in the booking company's response that the rental car company is not responding to them.
The booking Company claims they cannot issue a refund without having authorization from the rental car company. The rental car company claims that because I did not have a credit card they are owed 100% of the reservation even though the reservation included transferring the car out of state. It was for a long reservation as well.
I believe that this rental car company needs to be investigated by the state attorneys because you will clearly see in the communication that this is an issue of Grand theft on a large scale. They are stealing from thousands of people so I believe this is probably a **** act kind of investigation.
I want to know who got the money because both of them claim the other party has it. All I know is I'm the injured party and at the moment I believe sixt rental car is involved in a ponzi scheme.
I'm giving you an opportunity to make this right but this is wrong so if this is not resolved in a timely fashion I will be reaching out to the attorney general to let them know how you deceive people into contracts leave them to pay for a rental car that you never give them and have to pay a second company for a second rental car.
The damages extend beyond the rental amount. That will be explained at a later date if this must be escalated. This is something the United States needs to be made aware of so I will also be reaching out to the news outlets to see what they think
Sincerely,

*************************
Business Response
Date: 08/06/2024
We have located a prepaid reservation ********** for pick up in ******* that was not completed.
In this instance, it is verified that the prepayment was not directly to SIXT and that any requests for refund would have to be made to Expedia. Furthermore, despite the stated rental terms and conditions, as a one time gesture, SIXT has noted the reservation to indicate we do not object to your receiving a full refund. We kindly ask that you submit the refund request to Expedia once more for further handling.
Initial Complaint
Date:06/16/2024
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.
RE: Sixt car rental agreement ********** On April 26, I rented a *** SUV, which was not available when I reported to *************************** counter. This is the second Sixt car I've reserved, and paid for, which was not available at an airport when I reported to pick it up. The *************************** staff placed me in a *** sedan. They could have placed me in another SUV, several of which were parked nearby, but they did not even though I requested them to provide an SUV. On May 1, the sedan I did NOT reserve, suffered a flat tire. When I called Sixt to report the flat tire, I expected the team to provide guidance. I didn't expect full service because I didn't buy it. However, I did expect some sort of roadside guidance. I got none. When I called, trying to do the right thing, here's what I experienced: -The overseas agents were difficult to understand, combative, and kept disconnecting me -The agents didn't call me back even though they had my telephone number -The agents refused to provide help, with one saying his job was just to gather information for the company Taking matters into my own hands, because I had to, I called a highly-rated emergency tow and tire service. ****** Tire collected the car and replaced the flat tire, which could not be repaired. I asked **** to reimburse me for the cost of *****************'s service (i.e., $435.35) for a sedan that I didn't want to rent. A Sixt customer service rep named ******** in ***** promised I would be reimbursed by the ***************** But, so far, no reimbursement has materialized. In addition, ******** is no longer responding to my emails/calls and the online customer service email keeps stalling me, asking for more time. Could you please help me collect the money?
Business Response
Date: 07/23/2024
Please accept our apology for the delay in response.
After review, we can see that you incurred the flat tire 7 days after the collection of the vehicle and there was no coverage purchase directly with SIXT.

When renting with SIXT, the insurance is optional and not mandatory. In the event that our renters choose to decline the protection with SIXT, they are liable for anything that happens with the vehicle.

Considering that there were no reported issues with the vehicle and that you opted to proceed with rendering service on your own instead of through SIXT, we regret to inform you that we are unable to refund the charges incurred.

Upon thorough review of your claim, we found no indication of any failure on our part to fulfill our responsibility in this matter. While we understand that this decision may lead to disappointment, please rest assured that it is based on our commitment to maintaining fairness and consistency in our business practices.

Once again, we apologize for any inconvenience this situation has caused you, and we sincerely appreciate your understanding.
Customer Answer
Date: 07/23/2024

Complaint: 21857793

I am rejecting this response because: the ********* store refunded my for the flat tire I replaced. The Sixt team needs to better coordinate their corporate and local office responses. I appreciated the refund.

Sincerely,

***********************
Business Response
Date: 07/23/2024
Upon further review, the customer confirmed that branch colleagues already applied a discount to the rental invoice to refund or offset the personal roadside expenses. The matter is consider resolved.
Business Response
Date: 07/25/2024
We extend our apologies again for the response in error as we confirmed branch colleagues refunded the service as noted.
Customer Answer
Date: 07/25/2024

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:06/16/2024
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 placed a reservation for a rental on June 4th. When I arrived on June 7th to get my rental, the service team refused to give me service. They said my license was invalid and damaged. My license is in 1 piece and completely valid. I asked to speak to a manager. 2 different people came up to me but before they did, they removed their name tags. They still refused to give me service. I called customer service and they also refused to help.I ended up renting for another company and every other rental company in the airport said my license is valid. As a black man, I feel like I was racially targeted as every other person on that line was not given a hard time nor did they experience what I experienced. I want double my money back because I wasted 6 hours in the airport for being racially targeted. Racism is a sickness and it needs to stop.
Business Response
Date: 07/22/2024
Please accept our apology for the delay in response.
Kindly note that with SIXT, our requirement is that the presented license is free of any damage in order to rent with SIXT. We pride ourselves on being a world wide organization which welcomes customers of various diversities and ethnicities from around the globe. We are sorry to hear that you were unable to complete the rental as planned and have notated your reservation to reflect that we do not disapprove of your receiving a full refund. However, since the prepayment was not made directly to SIXT, the request for refund must go directly through the 3rd party with which you prepaid.
In this instance, we must respectfully decline your request for an additional refund equal to your prepaid amount.

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