Complaints

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

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• 

  Sixt Rent a Car, LLC

  PO Box 8188 Fort Lauderdale, FL 33310-8188

• 

  Sixt Rent a Car, LLC

  3900 NW 25th St STE 414 Miami, FL 33142-6705

• 

  Sixt Rent a Car, LLC

  1366 S Federal Hwy Pompano Beach, FL 33062-7209

• 

  Sixt Rent a Car, LLC

  1610 Washington Ave Miami Beach, FL 33139-3107

• 

  Sixt Rent a Car, LLC

  279 N Federal Hwy Boca Raton, FL 33432-3923

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2022

  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 am an 85-year-old widow. I rented a car through Sixt on October 9 (see details below). My **************** card was charged that same day in the amount of $480.59. I arrived at the pick-up location on October 12, 2022, as instructed. The car I was given had so many bells and whistles that I didnt even know how to drive it. They were supposed to set up the *** with my hotel address. Rather than do that, they set the airport location on the ***. I left the Sixt parking lot and drove around the airport in this car for about a half hour before I brought it back. I told them that I didnt want to rent the car anymore. I was very uncomfortable driving the car and I did not feel safe. I was told there were no other cars available to rent that day. The Sixt employee was not even sure how to use a lot of the features on the car. I had to get a taxi to even get to my hotel. This caused me a great amount of anxiety and stress! When I returned home, I discovered that Sixt had charged an additional amount of $169.43 on 10/19/22. I am demanding a refund for both amounts that were charged to my **************** credit card. I have tried several times to call this company and I am never able to reach anyone. This feels like a scam! Someone needs to contact me immediately to tell me how to get a refund for the initial $480.59 and the $169.43.************************* ************ ********************

  Business Response

  Date: 11/10/2022

  Good Day, ********

  We have reviewed your information within our system. It shows that you reserved and paid through a third party company, as such any requests for refunds must be made directly with them.

   

  Thank you

• Initial Complaint

  Date:11/07/2022

  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 10/14/22 a car rental from Sixt Rental a Car from 10/25/22 through 10/31/22. Unfortunately, due to a chronic health condition, I endure. The pulmonologist prohibited from travelling and/or he also advised that I remain homebound during the course of the treatment. On 10/20/22 I spoke with ************************ office regarding a non-travelling letter to justify the cancellation of the rental. Due to health conditions, I couldn't pick up the letter until a f/u visit with ******************** scheduled on 11/4/22. On 11/4/22. ******************** confirmed that I am not allow to travel until my health is under control. I have communicated the information to Sixt Rental and they have denied any refunds. They are threatening to penalize me, which is unfair to the costumer. I kindly ask that you please intervene and try and recover the entire refund amount of $132.27. Despite many attempts to resolve the issue with the merchant, all to no avail. Finally, Sixt was just to take a deposit from the credit card, remaining balance was collected upon return of the vehicle; instead they charged the entire amount almost the day after the reservation was made. Please note this reservation was made through a third-party, i.e., American Air Forces Travel.

  Business Response

  Date: 11/11/2022

  We are sorry to hear about the medical issues you are currently going through and we would like to wish a swift recovery.
  
  At Sixt, we understand that circumstances such as these can be quite troubling and difficult to work around. However, I must let you know that in regards to your request to refund the prepaid amount in full, please be aware that prepaid reservations carry a cancellation penalty as you have been previously advised. This information is provided to all users under our "Rental Information which customers must read and accept prior to booking the reservation.

  In situations where the rental is not picked up, the rental will fall into a no-show status. The penalty for not collecting your vehicle at the scheduled time (or at any time during your reserved rental period) results in the entire rental amount being withheld as the no-show fee.

  As we are sensitive to the needs of our customers, as a one-time exception we have extended a Goodwill cancellation. The full prepaid amount will be refunded to your AMEX credit card withing **** business days, 

  You will soon receive confirmation of the cancelled booking as well as a refund confirmation. 

   

• Initial Complaint

  Date:11/06/2022

  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 was charged for an upgrade fee for a car that actually rents for less than the one I reserved. This just so happen to occur just as the car I was designated for in my rental agreement was rented just as I was going through my rental process. Clear representation of the different prices and rental fees were not properly presented at the time so I assumed the car I ended up in rented for more when it did not. Both cars were listed in the premium convertible category, my reservation was for a BMW2 series which cost more than the z4 I was put in. I've tried to reason with the company and they simply offer more run around, double speak. We were told the z4 usually rents for ****** a day but was on special for ***** a day but i had already paid in full ***** a day for the 2 seroes. Classic bait and switch transaction to keep from honoring the price I received through Priceline.

  Business Response

  Date: 11/07/2022

  Upon further review of your inquiry regarding the choice upgrade charge on rental agreement 9489049705. With Sixt, you can choose a vehicle at the counter other than the one reserved. Depending on what is available, we may have attractive offers available for you. Choice Upgrade means selecting a higher-class vehicle for a small upgrade fee. Once you have made your choice, we will include it in your rental agreement and the invoice. Subsequent changes to your car choice are not allowed. The binding rental agreement gives you and us the security that both parties need. This means that you benefit from transparent rental charges at all times. The premium convertible category you reserved was listed as ***** USD during the time of booking. The extraordinary convertible category you received was offered and accepted for an additional ***** USD per day in addition to the daily rate of the premium convertible category. Kindly note, the rates available online for the upgraded categories are higher and we simply offer a small upgrade fee to the rental, if the renter wishes to upgrade.
  
  In the near future, you have the right to decline the choice upgrade and receive a vehicle within your category to avoid additional charges. In view of this information, there is no indication we failed in our responsibility. I hope that upon reflection you will agree. Thank you for bringing this matter to our attention and giving us the opportunity to review it. 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18365356
  
  I am rejecting this response because: Both cars were listed as premium on their website, there was never any mention of an "exceptional" category - the first I ever heard of exceptional was in one of the responses to my complaint directly to the company. My issue is that the car I booked and paid for just so happen another agent just put someone in the last one they had. I was not late arriving to claim the rental, I had confirmed I was coming so why was the car I should have been placed in "just" rented out? We were never given the option of anything BUT the Z4 at any point. We were at the counter 35 minutes simply trying to get the car we rented and not once asked,suggested or offered any other car.

  We were told the "exceptional" car normally rented for ****** a day but it was on special for ***** a day. The rental I had already paid for was ***** a day so how is that a chargeable upgrade? Sixt simply did not want to honor the price I received by renting through Priceline so the dance to get more money began.  I am certain you will not succeed in making them do the right thing but I do at least hope this complaint stays on their file to hopefully help other people from becoming victims of their bait and switch tactics. 

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

  Business Response

  Date: 11/11/2022

  Hello,

  I am sorry that our reply could not be a more favorable one. After a careful review of your claim there is no indication we failed in our responsibility. While we know you may be disappointed by our response, it is based on sound business practices which allows us to be fair and consistent. 
  

  
  Thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:11/05/2022

  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 booked a rental car with Sixt, from 11/3-11/7. I accidentally booked the car to be picked up in *********** **, but my conference was in ****** **. The night of 11/3 when I realized my mistake I immediately emailed the company, since they dont allow the customer to speak to a human. I emailed them a total of 4 times before calling and speaking to a human In reservations, who told me he had to speak to his manager. His manager told me the reservation could only be canceled via email. And they replied to my numerous emails only with links to cancel which did not work. Today I received and email saying theyre going to cancel my reservation but charge me $200 because it took me too long to get in touch with them. I told them Ive emailed them numerous times, and spoken to a human, but theyre telling me theyre sorry Im disappointed with their decision but that pretty much theyre non responsiveness is MY fault.

  Business Response

  Date: 11/07/2022

  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 "98" or "99"********).
  2. Sixt Rental Agreement number (generally, a 10 digit number staring with 94********).
  3. Date of rental pick-up, Main driver's name, and pick-up location.
  
  Once received we will further investigate and obtain root of cause for resolution.

• Initial Complaint

  Date:11/04/2022

  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.

  My rental vehicle was involved in an accident on June 29th, 2022 when my vehicle collided with a deer near ***********, **.I called Sixt Roadside Assistance and had the vehicle towed. Next day on June 30th, 2022, I sent an email to claimsmanagement-************* reservations-************* and customerservice-************ with pictures and description of the accident.On July 4th, 2022, I received an email from claimsmanagement-************ stating they have been notified of the damage. They assigned me a Damage Number: ********** and asked me to fill out the online webform with pictures and descriptions so they can investigate the case in detail. The next day on July 5th, 2022, I received an email from claimsmanagement-************ with an enclosed summary of the accident report. Then on July 6th, 2022, I received my last email from claimsmanagement-************ stating they have reviewed the information provided by me and they have closed the file and will not pursue me financially for the damage to the Sixt rental vehicle.On July 8th, 2022, I received an email from latereturn-*********** stating the rental vehicle hasn't been returned and it was past 5 days from my return date. I replied back explaining the events and that I had already sent out emails to the Sixt reservations, customer service, and claims management departments.On Monday July 19th, 2022, I received an email with a Return Receipt stating my vehicle was returned on July 18th, 2022, 19 days after it had been towed. Later on the same day, I received another email from **************** stating they have noticed damage to the rental vehicle which has not been documented yet. They assigned me a new Damage Number: ********** and asked me to fill out the damage report again with pictures and descriptions which I had already done on June 30th, 2022.My credit card was recently charged with return date of July 18th. I am not sure where the vehicle was between June 29th and July 18th.

  Business Response

  Date: 11/11/2022

  The file has been settled and now closed. 

  Customer Answer

  Date: 11/14/2022

   
  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:11/04/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Sixt rental car at *********** that I reserved from 9/23/22-9/27/22 for the amount of $349.62 which I paid in advance. On the evening of 9/26 I parked the car in Brooklyn. The next morning I returned to the car to find it had been booted by the ******** marshal for unpaid tickets that occurred over 100 days prior to me renting the car. I intended to rent and pay for a car that was legal and operable to drive. To have the boot removed you had to go to a billing office with registration and insurance, pay the fines, and then wait for them to provide you with a code to the boot.I attempted to call the rental car agency but was hung up on by the call center and the *** branch would not answer. This process started at 10:30am and I had a flight at noon. I took a $75 Lyft to the rental car agency where they accepted the keys and apologized. I have called many times over the last few weeks and received no help in resolving this issue. Each time I call, I have to explain the issue including what a boot is and Im provided with a complaint number. On 10/26/22 I received an email stating that I returned the car a month late and I owed $2,653.97 and that they have already billed my credit card. I dont believe I should pay for this rental car at all given that it was not legal to drive or park nonetheless pay in error for a rental of over a month.

  Business Response

  Date: 11/07/2022

  Thank you for allowing us the opportunity to assist you. 

  After review of your rental agreement **********, our records indicate that your invoice was amended on 11/3/2022 and a refund of $2270.36 was issued to your **** card ending in 880. Please allow **** business days for the funds to appear on your account. 

  We do sincerely apologize for the inconvenience this matter has caused you. 

   

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18358910
  
  I am rejecting this response because:
  I am awaiting a refund of the remainder of the bill of $383.61 which I paid for in exchange for a car that was legal to drive. The car I rented was not.
  Thank you for refunded the fraudulent charge of over $2270.36

  I am seeking a full refund for services not rendered. 

  Sincerely,
  
  ******** Blaze ******

  Business Response

  Date: 11/10/2022

  Good Day,

  After reviewing your reservation, we show that you reserved and paid directly to a third part originally. As such, any request for a refund has to be made directly with the third party you reserved with. As you paid to them directly we do not access to those funds.

  Thank you 

• Initial Complaint

  Date:11/03/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I prepaid the gas and the cashier said that I did not need to refill the tank when I brought the car back. this was sold as a convenience. The prepay was ***** and my card was charged 2*****, $200 for the deposit on the insurance and ***** for the fuel. When the bill arrived in my email they charged me *****, twice the price of the fuel. I had filled up the tank from empty once and it was about $42.41. Basically, they took the money that I had paid Expedia off of their invented balance and overcharged me for the gas. the Expedia amount was not a voucher but a payment for the vehicle. I was charged an amount that the company made up to overcharge me for the gas.

  Business Response

  Date: 11/07/2022

  We have reviewed your original booking with Expedia and confirmed that the prepaid amount included:

  -Rental cost 8 days @ $40.64 

  -Vehicle License Fee 8 @ $2.15

  -Customer Facility Charge 8 @ $5.00

  -AP Concession Recovery Fee $34.23

  Plus taxes and not inclusive of Prepaid Fuel. 

  Your signed rental contract reflects the addition of Prepaid Fuel at $79.80 (exclusive of tax). The contract also shows the rental days reduced to 7 days as compared to the original booking. The reduction in the number of days created a prepaid difference which is itemized on your invoice as 'Voucher difference'. Upon adding the additional service to the contract, the authorization was lessened to $26.99 since the 'voucher difference' amount is used towards any due amounts. As a result, we authorized $200.00 which is the security deposit plus $26.99 (difference owed). Since the prepayment was paid directly to Expedia, Sixt does not have access to refund the Voucher difference, neither apply this amount to the Prepaid fuel charge. This amount can only be refunded by Expedia. Therefore, we kindly ask that you reach out to Expedia to request a refund of the Voucher difference of $56.51. We do see that the rental was returned with a full tank of gas, therefore, as a gesture of goodwill the Prepaid fuel charge of $83.49 can be refunded. However, we have been advised that an amount of $43.59 was disputed with your credit card provider. Once this happens, our Accounting Team will take over the dispute and correspond directly with your card provider. We, in ***************** are able to issue a refund only if the dispute is closed. 

  Nonetheless, we have asked our Accounting team to accept the chargeback of $43.59 and issue a credit of $39.90 for the difference. 

  Please note, our records do not reflect a Prepaid fuel charge for $39.40.

   

   

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle on 10/13/22 And returned the vehicle on 10/14 @ ****hrs to the ****************** rental center. I did a walkthrough with the attendant for returns and no damages were noted. After I returned the vehicle, I realized I left my headphones in the center console. I immediately returned to the rental drop off location at ****, to retrieve my item. I was told that the car was rented to another driver and my item wasnt found. I know for a fact my headphones were in the vehicle, because I got gas just before returning them and placed them in the center console. The attendant at the window promised he would give me a call that Sunday, when the driver was scheduled to return the vehicle. I never received a call. Additionally, I filed a lost and found claim as instructed, and my item was never found. This is absurd, especially since SIXT claims on their website it is their promise to customers to clean each vehicle and remove lost items. How was the vehicle cleaned and ready for rental under an hour of being returned. This is a false claim!Additionally, I received an email the following day, 10/15/22, reporting damages made total be vehicle. This makes no sense. I return a car, check it for damages by way of visual inspection, WITH the agent, and no damages were noted. After returning the car, I return to retrieve a left item within the same hour of return, and its nowhere to be found??? Then the following day, Im hit with reported damages to the vehicle? It feels like they just didnt care about me or my experience.This was my first experience with SIXT, and it was not pleasant. I would like to have by item returned to me or equal value of it. I do believe the headphones were either stolen from the vehicle or it wasnt properly cleaned/inspected for lost items. Additionally, Im very unhappy with being accused of damages to the vehicle that were NOT made while in my possession. This is not how any business should treat customers.

  Business Response

  Date: 11/11/2022

  Upon a final review of Mr./Ms. ****** 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:11/01/2022

  Type:Customer Service 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.

  In december last year, I rented a car at *** Airport Sixt, i mentioned how I had a past voucher that I couldn't use due to the pandemic, and the lady at the counter, who provided exceptional service at all times, adviced to send an email explainig the situation to their customer service team.They answered me on January 7th, that they extended the validity of the voucher for another year, until april 6th, 2023, as evidenced in the attached,When trying to use the voucher for a new reservation, also in ***, I got a message saying it wasm't valid. Emailed them and they answered that the information i was given was false, the voucher was valid only until April 6, 2022 (less than 3 months), I asked to speak to a supervisor and they just provided me wqith a canned answer, claiming that they follow "sound business practices which allows us to be fair and consistent", when fairness and consistency are exactly what their answer lacks of.I hope they read this and act accordingly, to honor what they offered in the first place.

  Business Response

  Date: 11/03/2022

  Please provide the voucher number you are referring to. 

  We are unable to open the attachment. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18345448
  
  I am rejecting this response because: it doesn't resolve the situation.

  They say that they can't open the attachment, which is crucial, so they understand the inconsistencies I've been told. Here is a link to the file, hosted in my ****** drive https://drive.******.com/file/d/1SHmw9i5taM-1SBlu3uYcpMQsYWUoGaFq/view?usp=share_link

  They also ask for the voucher number, here it is: ZUZG6981526668

  I hope this information helps us finding a solution. 

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

  Business Response

  Date: 11/10/2022

  Good Day *****************************,
  
  The voucher has been extended to 4/6/2023, we truly apologize for the inconvenience this has caused and look forward to assisting you with your future rental with us.

  Customer Answer

  Date: 11/16/2022

   
  Better Business Bureau:
  

  Thank you for mediating in this case. While the initial issue was resolved by the business, the company didn't address the inconsistencies of their previous responses, which was the main reason of the complaint.

  Keeping the above in mind, the response made by the business in reference to complaint ID ********, is sufficient to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/01/2022

  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.

  We are being billed for damage to a car rented from Sixt in *******, ** 4-5-22 - 4-10-22. There is a claim in the amount of ****** to replace a tire that we did not damage. claim# SX-**********-88-801.I returned the car in exactly the same condition as when I picked it up. I did nothing to damage the tire but had to add air once when the indicator light came on, which we mentioned to the attendant upon our return. On August 25th, more than 4 months later, we received an invoice for ****** for tire replacement. The company provided a picture of the tire that did not show any visible damage.I have tried many times to call their claims department but have never been able to get through. I have notified the company via email that I am disputing this charge and they refuse to drop the claim. I will not pay for a new tire because of a slow leak and adding air once during my rental. I would like this claim dropped and to have no further harassment by this company.

  Business Response

  Date: 11/11/2022

  Upon review of Mr./Ms. ******* damage file, we have decided to close and no longer continue financial pursuit of it. Our decision does not imply an acknowledgement of any statutory duty, and is based upon goodwill only. We look forward to the opportunity to service his/her rental needs in the future.