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

  14350 W Dixie Hwy North Miami, FL 33161-3027

• 

  Sixt Rent a Car, LLC

  2901 SE 6th Ave Fort Lauderdale, FL 33316-4023

• 

  Sixt Rent a Car, LLC

  1000 James L Turnage Blvd West Palm Beach, FL 33406

• 

  Sixt Rent a Car, LLC

  2501 Bristol Dr Ste 2A West Palm Beach, FL 33409-6458

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:10/15/2022

  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.

  Good morning!On August 06, 2022 I made a car rental reservation from 08/13 to 08/17 to Sixt Rental at ************ through Expedia. The money was withdraw immediately from my credit card( this reservation was very important to me because i was picking up my 2 daughters with their families who were serving in another country and took days to see me). on August 13, 2022 I arrived at Sixt location in IHA at 11:30 pm. The employee welcomed me saying as a joke "Im sorry, we dont have any rentals available. Nahh(laughing) How can I help you? My friend replied saying "she has a reservation for today at 11:30pm". the employee asked me for my DL and i handled my "temporary DL" which was a paper given to me at DPS until they send the original one via mail. (I confirmed with DPS that the paper is a valid DL unless expired, which wasnt my case). The employee immediately told me that she couldnt accept "a paper" and it has to be the original DL. I told her that it was a valid DL and she refused to help me. I went to Budget and to Enterprise and ask if the DL was valid and they said yes. I ended up renting a car at 12am through Budget with no problem other than no reservation cost me much more.($900) I called Expedia requesting a refund and they emailed me back saying that there's nothing they could do because they didn't take the money, that it was Sixt, and they sent me the info to contact Sixt via emai. I called and emailed Sixt and they told me I had to call Expedia. Ive been back and forth trying to get a refund for $468.90 and none has helped me. They just said they cant refund my money. I believe that Sixt employee could of help me but she decided not to since the beginning. I couldnt enjoy as much as i wanted the company of my daughters due to the amount of money i spent just renting a car. Is there anything I can do, please let me know. Thanks in advance.

  Business Response

  Date: 10/17/2022

  We are very sorry to hear that EXPEDIA continues to send you back to us. We can see how this can be frustrating.
  
  Please be aware that in this case your reservation was booked under a wholesale rate.
  
  What this means is that they pre-purchased a group of reservations from us and then re-sold each reservation later at a price that they determined. We would be unable to assist you with the refund as we do not in fact have your funds. While we would love to provide you with options, we are unable to do so under these circumstances.

  Your reservation has been properly documented to advise the third party that this is a NO FEE cancellation as Sixt does not accept paper driver license. They must contact our leisure department to proceed at this time.

  I really do hope to have your understanding and wish you the best of luck in contacting them.

• Initial Complaint

  Date:10/14/2022

  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.

  Vehicle was rented from Expedia online and paid for on Sept 1st. When we arrived in Maui to pick up the rental car we were told there would be an additional fee if I wanted my husband to drive the vehicle, but it would only be $32.84 because he was able to give us a discount on the vehicle and since we paid before we would have a credit that would cover most of the spouse fee. When questioned about the spouse fee as other companies do not charge this the representative told ********* is the only state that can charge an extra fee so they do. We signed the contact stating there we would pay the extra $32.84 for the spouse and there would be a $200 hold for damage that would be take off when we return the car. When we went outside to pick up the vehicle it was damaged inside and out. I requested a walk around and was told they don't do that we would get an email with all documented damage on the vehicle. I told them the check engine light was on and we wanted another vehicle. We were told we had to go back inside to get one. Went back inside to advise the vehicle is damaged all over and the check engine light is on so we needed a new vehicle. We were told they don't have one for the same price. We said this is unsafe to drive and a unrentable vehicle so they needed to provide a different vehicle, after several discussions that they would not and we could pay $30 more for a bigger vehicle we agreed. We confirmed this was $30 total and not each day and they representative agreed and reassured us it was a 1 time fee not daily. At this time we did not sign a new agreement, we were told the one we already signed in fine. We returned the vehicle and the return receipt shows no issues. The returned email received does not show the pricing we signed or agreed to at pick up. It says not an invoice, we have never received an final invoice and our card has been charged for unknown fees. We only agreed to pay the additional $32.84 for the spouse and $30 for new veh.

  Business Response

  Date: 10/17/2022

  Hi, we truly apologize for this experience. As the vehicle was exchanged due to damages, the choice upgrade fee of $35.00 per day has been removed. We are sorry for any misunderstanding. Please note, the signed rental agreement does display the additional driver fee of $15.00 per day, which is accurate and does apply to any additional drivers added at the branch. A new invoice has been sent with the removal of the upgrade fee. Thank you for allowing us to resolve this matter.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18226700
  
  I am rejecting this response because: I accept the response, I am just looking for the reimbursement of those fees now.  The response says they have removed them from the invoice, which they emailed me, but nothing about reimbursing me for those fees that they took.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/20/2022

  We kindly inform you that $202.54 was refunded on 10/17/2022. Please allow **** business days for the amount to reflect back in your account. Thank you.

  Customer Answer

  Date: 10/21/2022

   
  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:10/14/2022

  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.

  Hello, I have made reservation through sixT, reservation number: **********. Upon picking up the vehicle in *******, I was informed my name was blacklisted therefore unable to proceed to pickup vehicle. Fortunately I was able to secure another reservation using my partner's name. I have contacted sixT customer service via phone and email multiple times seeing for resolution, unfortunately all attempts failed. Phone call: our security team will call you back. (Nothing till this day.), request to talk to supervisor, calls gets disconnected. Email via Website web form: zero response ******** direct message, our security team will contact you. (Nothing after that.) I am hoping BBB can help resolving this ongoing frustrating yet agonizing experience. Through my past experience, sixT had been nothing less than perfect, I have been using sixT for years both domestically and internationally. Seeking resolution on below: 1. Refund my initial reservation that was "blocked" ********** 2. Postmordem on why my name was blacklisted 3. A separate booking had to be made with increased rates, seeking resolution. Thank you,*********** ************

  Business Response

  Date: 10/17/2022

  Our records indicate that this matter was previously resolved by our team. No further action is required. Thank you.

  Business Response

  Date: 10/20/2022

  Initial reservation has been cancelled without fees. Customer was blacklisted due to vehicle damages. Currently under review and will be managed with the customer directly. No further action at this time.

• Initial Complaint

  Date:10/14/2022

  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.

  please see attached documents

  Business Response

  Date: 10/17/2022

  Hi ********************, we truly apologize for this experience and have filed complaint ticket ******** to the branch directly. Please allow 1-3 business days for review. You will be contacted with updates at the earliest time possible. Thank you.

  Customer Answer

  Date: 10/17/2022

   
  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:10/14/2022

  Type:Customer Service 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.

  Unprofessional behavior from branch representative and Supervior. A request was made to upgrade the existing reservation to an X5. Representative (*******) emailed me at **** about an upgrade being available (additional cost of $145) and called me immediately. I heard the offer and let him know that I shall get back to him shortly. I did so within a min of his call and emailed him back accepting the upgrade and let him know I am on my way. At this point I exited from the paid parking space. At which I receive a call from the ******* who revokes the official offer. Reasons being - car has low miles, he did not ask his supervisor and since its a luxury car with low mile they do not want to give it me as I would be dropping it off at ************* (per my original reservation). I asked for the supervisor , I think name is *****, in an attempt to uphold the official email stating that upgrade. He blatantly said he cannot give me the car as its low miles and the offer doesnt stand anymore. When asked about why ******* sent me the email, he said he will take it up with *******. I proceeded to ask him about my Paid parking exit and my loss towards it and he was very elusive regarding this. And when I mentioned that I have an official email from sixt about the upgrade, and if I can contact BbB he just cut me off. Very unprofessional and unethical behaviour. Very rude as well.

  Business Response

  Date: 10/14/2022

  We do apologize about the inconvenience caused to you in this instance.
  
  We have gone ahead and filed a complaint based on the information you have provided.
  
  This information will be forwarded to our management team for further review and resolution.
  
  Your reference number is 9488528313.

  Please allow 1-2 business days for updates.

• Initial Complaint

  Date:10/13/2022

  Type:Billing 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 *** 7 Series from the ******************** location. Returned the car in time. It took this company over a day to even acknowledge the return of the car and send me a final invoice But heres the real issue:The put a hold on my credit card for $2,500! According to them it should fall off automatically once the invoice is written. The invoice was issued NINE DAYS AGO and the hold is still on my credit card. I spoke to the issuer of the card, ******* Sachs and they said the hold is STILL there and Sixt has to remove this manually otherwise it will stay on there practically forever. Problem with this is, this show up as money spent on my credit report and I eventually even have to pay it AND I cant even file a chargeback because this is a pending transaction. I want this hold removed immediately!!! They have absolutely no right to put a hold on a account for that long after a vehicle is returned!!!

  Business Response

  Date: 10/14/2022

  Kindly note that for each rental with Sixt, a security hold is placed on renter's credit card account as a pending amount that reflects for the duration of the rental.
  
  Once the rental has ended and an invoice has been generated, the pending amount vanishes and does not reflect back onto the account as a credit refund.
  
  This means that if there is no pending transaction in the amount of $2500.00 reflecting on your account from Sixt Rent A Car, then the hold has already been released.
  
  I would recommend to reconfirm this information with your financial institution.
  
  If you have further questions please feel free to contact us again.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18221468
  
  I am rejecting this response because:

  this is a typical boilerplate response. After now 10 days the transaction is STILL on my account as pending. I cannot even dispute it because it is PENDING. My card company (******* *****) told me that SIXT HAS TO REMOVE IT otherwise it will stay on there. I do not understand why they are not willing to remove the hold!!!

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

  Business Response

  Date: 10/14/2022

  Please allow 10 business days for your financial institution to release the authorization, as it has not been 10 business days at this time. Thank you.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18221468
  
  I am rejecting this response because:

  its been more than 10 days. Interestingly enough after 2 weeks the hold has been released. I want this on record that the 10 days **** is talking about is an absolute lie. I spoke to ******* ***** they assured that **** simply did not release the hold. 10 days may refer to actually refunds but not hold releases. I do consider that matter closed but absolutely reject this response because its simply a lie! 

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

  Business Response

  Date: 10/20/2022

  Good Day,

  Our apologies for the late response. We are happy to hear the pending transaction was released.  Credit card authorizations are  straightforward when the exact purchase amount is available upfront. But thats not always the case, especially with things like  hotel reservations, rental vehicles where the amount you owe is not clear from the start. In these cases, holds will be released after what you owe is settled and or completed. The release of the security hold is actually up to the financial institution and it can take up to 30 business days for them. 
  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18221468
  
  I am rejecting this response because:

  Please read your previous messages. Do you guys even communicate to each other or just randomly type things? First it was 7 days, then **** days and now it's 30 days. I'm a business owner myself and we process refunds and authorizations on a regular basis and everything you say here is simply untrue. You guys are seriously the worst company on the planet and your customer services is just plain ridiculous. 

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

• Initial Complaint

  Date:10/13/2022

  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 traveled to **************************** on September 15, 2022 and utilized SIXT Rent a Car for our rental car service. The computer systems were down when I arrived; the agent rushed through the process and was unable to print the agreement and I was advised it would be emailed to me. I was also given a different car than what was initially reserved; I reserved a ****** RAV 4 or similar and received the 4Runner. I had to use the auto lock feature on the key fab to locate the vehicle in the parking lot. Once to the vehicle, I tried to do my own walkthrough, but the parking lot was so poorly lit that I was unable to properly assess all of the damage to the vehicle prior to driving off the lot.On September 19, 2022 I drove back to *******, **. Upon arrival at the ******************************** Rental Car Return at approximately ****, the 4Runner was driven to the **** return spot in the garage and was the only vehicle in the self drop due to the time that the vehicle was returned. There were no dents or any of the damage that is described in this estimate that is insinuating the damage was caused at the duration of my rental agreement.Paragraph 1 lines 3-7 in the notice dated 09/29/2022, it states **** provides a rental agreement with the previously unrepaired damages to review and that it was my responsibility to notify the agent of any damage noted on the vehicle. The invoice for damages is $1008.25 of which I am disputing, as I don't believe I caused the damage they are stating. The initial agreement was only emailed and due to lack of access to a computer, I had no way of cross checking the existing damage against any new damage that *** have been created prior to driving the vehicle off of the lot. Had I caused this damage, I would have paid for it. It is not my responsibility to pay for damage that I did not create. I am hopeful of a positive resolution.

  Business Response

  Date: 10/19/2022

  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:10/13/2022

  Type:Billing 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 not paying this. Complained upon pickup and called customer service number listed multiple times. Car reeked of cigarettes and was not offered a replacement. Just they noted smell and I wouldnt have to pay cleaning fee. To reiterate - car reeked of smoke and then was charged extra for fueling even though it wasnt full when I got it. Was never offered an alternate car, all they did was say they noted my account so I wouldn't be charged the cleaning fee. Multiple calls to Sixt did not resolve so I disputed the claim with ***************** They also keep charging me a $6 month fee despite repeated requests to not be signed up for it.

  Business Response

  Date: 10/20/2022

  Please note that the fuel charge and smoking fee was previously removed from invoice prior to the chargeback. We recommend the customer close the chargeback at this time for the rental itself.  

• Initial Complaint

  Date:10/13/2022

  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.

  After I returned my rental car, approximately 24 hours later (a full day), they sent me an email that claims the car was damaged. It provided some pictures of the so-called "new" damage. Thankfully, I took video of the car before I left the lot and the "new" damage already existed in the video. I took snapshots from my video and uploaded them to their portal. Upon research on reviews of the company, I see this is a common practice, trying to seek damage funds from customers, often months after the rental. I did happen to take out additional insurance protection, so I am unsure why I would even receive the email, except perhaps they are trying to scam the insurance company.

• Initial Complaint

  Date:10/12/2022

  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 arrived on September 2nd, 2022, for a trip from ******-*******-*********-Mississippi-Alabama - and back to ****** by night time September 5th, 2022. Upon me arriving, I knew something was going to be sticky with this situation, but I decided to rent a car because prices were cheap, and this was my last option since missing my original flight moments before.I arrived around 3:30pm and there was one vehicle left which was a 2019 VW Jetta (like a vehicle I have owned before) so I knew the vehicle. I paid my deposit of ($250.00) and then my original charge for the rental (xxx) for three days. When I received my keys, (after a horrible check in, lack of care, hospitality, lack of customer service, staff eating and laughing in front of me, etc.) I noticed instantly that the car was roughly cleaned and smelled like either cigarette or cigar smoke. Upon doing a walk-through of the vehicle, I took pictures of the exterior and interior of the car. I noticed that the car appeared to be exposed to cigarettes and noticeable cigarette ***** throughout the cabin of the vehicle. As soon as I saw that, I went back into the rental desk unsatisfied and was reinsured that the cigarettes ***** would not cause any issue for my experience and that the evidence was noted on my rental portfolio. I was sent back to the car, and I drove the vehicle to my construction sites. The vehicle as well did not have windshield wiper fluid, the blinker went out, and oil change was notifying to be due soon. (I bought windshield wiper fluids for my safety due to storms and bugs residue that I knew I would experience).I returned the car on September 5th around 11:00pm and was instructed that my return would be processed and verified for my deposit to be returned. I wiped down everything with Clorox wipes as I did prior to taking the car (asked the front desk)My deposit was returned (after I called customer Service and Corporate) but I noticed the next week later I was charged with a smoking/clean fee?

  Business Response

  Date: 10/14/2022

  We operate a no smoking policy in all of our vehicles which we ask customers to adhere to. If the vehicle is returned with evidence of cigarette use, a valeting charge may be applied as the vehicle may require professional cleaning. 
  

  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. 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: 11/29/2022

   
  Complaint: 18195500
  
  I am rejecting this response because:
  Good morning, ******* G and BBB Southeast *******/*********. 

  
  

  Thank you so much for taking the time to review my complaint against Sixt Rent a Car LLC. regarding complaint ID: ********.
  

  
  

  After further investigation, I am indicating that Sixt Rent a Car LLC. response still displays unsatisfactory. I was given a refund for a prepaid/voucher amount of $228.94 but the cleaning fee of $400.00 still stands. As I mentioned in my original correspondence, the vehicle that I rented already had smoking ***** and light smells of vape/smoke in it. I took multiple pictures for my personal reference and notified the staff immediately which they gave me the green light to continue to rent the car (and especially since it was the last one on the lot).

  
  

  If their statement was attempted anywhere close to accuracy and correct, why would the company still issue and ***** me a full refund of the prepaid voucher amount of $228.94 but charge a cleaning fee of $400? 

  
  

  Any feedback is greatly appreciated and I am more than happy to provide all references and correspondence from that trip and interactions with the Sixt Rent a Car, LLC. ******, ** staff and corporate.

  
  

  Thank you again, *******.

  
  

  All the best,

  
  

  

  Justin **************

  (E): *********************************************

  (P): ************

  
  

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

  Business Response

  Date: 05/08/2023

  I can only ask for the understanding that at SIXT we record by the camera (take pictures) the interior of the vehicles upon return. After a careful review of the previous rental to yours, I can confirm that there is no indication that anyone smoked in the vehicle nor did the vehicle required a special cleaning, It wasn't until the return of your rental that a special cleaning was required, not only due to smoke odor. Therefore, we ask for the understanding that we must respectfully decline your request for a refund of the smoking fee.