Sixt Bringing Customer Service To Social Media

26 Mar 2010 by Matthew Fransioli     
Filed under: Customer Service     Tags: ,

Hi,

I’m Gary Coughlan, the Customer Service Manager for Sixt U.K.

Sadly, it is true that most consumers will often not approach a company when they have had a bad experience. I feel that it is the service provider’s responsibility, in their own interests, to actively seek out these customers to ensure that their opinion’s can be heard.

Social media offers a great opportunity for consumers to have on-line discussions and share experiences. Here at Sixt we want to be part of that open and honest conversation both, here on our blog and by monitoring other online blogs, forums and social networking sites such as Twitter or Facebook for customer feedback and to respond to questions and criticisms.

I am very keen to learn of your experiences and from your experiences. I look forward to reading your comments and joining in on the conversation.

Best Regards
Gary Coughlan

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Sixt Bringing Customer Service To Social Media, 7.3 out of 10 based on 6 ratings

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165 Comments for this post »

Car Hire Comment from Mike
Mike wrote on 26 March 2010 at 4:15 pm   #  

Hi Gary, Welcome to the blog!

I think it is really great to see the customer service team getting more involved with the online world and I am sure our customers will appreciate the interaction.

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Car Hire Comment from Kevin P
Kevin P wrote on 30 March 2010 at 12:02 am   #  

Just wanted to say thank you to Sixt. I recently used the online booking system via a smart phone and failed to identify that the insurance excess could be reduced from its usual level. Sure enough, a stone thrown up on the motorway left me with a chipped windscreen which needed replacing (just over £300)!

This was an unexpected pleasure especially as I’d volunteered my services to help someone move. I would like to thank Sixt for the way in which my problem was handled and highlight to other potential hirers the potential pitfalls. Paying extra to reduce excess does create a revenue stream for the hire company. The cost however is around 10% of the daily charge which more than compensates for what might be charged should damage occur. I’d been mistaken in assuming that windscreen chips and replacement would be covered under Sixt’s insurance and therefore would not incur excess charge. Needless to say I was wrong.

Overall I found the booking service easy to use but would recommend that the excess reduction element be brought onto the front page of the online booking (iPhone application) with a comment identifying that windscreen repair or replacement is the hirers responsibility.

Customer service was prompt, considered and helpful. Despite ending up a couple of hundred pounds lighter I felt that Sixt did go out of their way to both understand and mitigate what had happened.

In summary, I will be happy to use Sixt again and find them professional, courteous and customer focused.

Kevin

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 9 April 2010 at 10:32 pm   #  

Hi Kevin,

Thanks for sharing you experience with us.

Best Regards
Gary

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Car Hire Comment from Peter R
Peter R wrote on 29 April 2010 at 2:02 pm   #  

2 things.

First I have used the online check in system twice for arrival at Nice Airport and it has worked brilliantly and had the car ready for me at the arrival terminal rather than the other terminal where hire cars are.

Secondly I had a problem after returning from a recent French trip over a bill for my car hire where I was being charged for things I felt I shouldn’t be. I called customer care in the UK and spoke to Stuart Branscome who was understanding and totally helpful. It was an example of perfect customer care – he sorted my problem promptly and professioanlly and left me feeling good about the experience.

I certainly feel happy about using Sixt again knowing that there is such good customer after care.

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Car Hire Comment from Natalie England
Natalie England wrote on 24 May 2010 at 10:25 am   #  

I just wanted to say a BIG Thank You to Gary Coughlan who has been very helpful.
We booked a hire van through a second party who ended up quoting us wrongly and have been a nightmare to deal with since. I would recommend and book directly through Sixt in future.
Thanks again.

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Car Hire Comment from Cat
Cat wrote on 27 May 2010 at 2:30 pm   #  

Thank you for taking the time to pass on positive feedback Natalie. I am pleased that Gary and Sixt were able to help you out, we look forwarding to seeing you in a Sixt branch the next time you need to rent!

Kind regards
Catherine Hope
PA to Directors

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Car Hire Comment from Boris
Boris wrote on 15 June 2010 at 1:13 am   #  

Hello Gary

I have experienced shockingly bad customer service by Sixt/Sixti so far and now that I discovered this blog I sincerely hope you can help me. I cannot believe that a reputable service company is behaving like this…

I booked a car rental for Paris (booking 6043806052) . I selected a certain car (Ford Ka) category and cost on the online form. The confirmation I received was for a different car category altogether (a 2-seater Smart). I contacted reservations to rectify this and they have informed me that I have to:
1. Cancel the booking and lose 100% of the payment
2. Change the booking to Ford Ka/Renault Twingo for £73.98

This is outrageous! The error was not mine, it was the clearly the booking form. The agent in reservations (Catherine) was sorry for their error but was not willing to refund out money.

Please tell me that you can rectify this. It would be a shame to know that Sixt tricks people out of their money by an erroneous booking form!

The agent I corresponded with was Catherine
at Sixt Kenning Ltd, t/a Sixt rent a car, Durrant
House, 47 Holywell Street, Chesterfield, Derbyshire, S41 7SJ.
Registered in England No. 440897

I can provide more detail about the booking if needed. Thank you in advance for your assistance. I do hope this gets resolved and our family and friends can continue to rent cars from Sixt in the future

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 16 June 2010 at 5:59 pm   #  

Hi Boris,

The confirmation that you sent to me does state that group EBMN Smart for 2 was booked and either you made an innocent mistake or there was a system error.

Amendments and cancellations to Sixti bookings are administratively extremely difficult to process without automatically incurring charges. This is intentional, the Sixti product is our cheapest available price and as such there is very little flexibility with the product. Amendment fees, cancellations fees are all charged automatically by our computer system as they are chargeable according to the terms and conditions. I guess this is what the reservation agent had failed to explain correctly, Catherine’s computer system simply prohibits the cancellation of the booking.

In your case we did manage to change the type of reservation and cancel the booking. There remains the possibility that a cancellation fee is still raised, although this is extremely unlikely. Should you notice any transaction on your card I will refund the amount immediately on receipt of your statement.

It must be stated that if a system error did occur this is extremely rare, I have never had evidence of one concerning the vehicle groups prior. I can reassure you that Sixt is an International Company, very well respected and very well known for the quality of it’s fleet and Service. We are certainly not in the business of tricking money from our customers.

We value very much your business, please do not hesitate to contact me directly should you wish to book a vehicle from us at any point in the future. I hope you do.

Best regards
Gary

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Car Hire Comment from Boris
Boris wrote on 17 June 2010 at 6:21 pm   #  

This matter has now been resolved at my satisfaction. Many thanks to Gary Coughlan who handled it in the most helpful and efficient way.

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Car Hire Comment from Cat
Cat wrote on 18 June 2010 at 10:08 am   #  

Good morning Mr Nester

I am pleased that your issue has been resolved in a timely manner by Gary, however I would have obviously have preferred for your rental to have gone smoothly, without the need to contact our Customer Service Manager.

Sixt UK places a strong focus on service – it should be excellent every time. In some instances, yes things do go wrong, but as Gary has done I would expect the team to recover the situation in a timely manner and completely to the customer’s satisfaction.

I do hope that you will rent from Sixt in the future and should you have any questions or queries you can always come back to myself or Gary directly at any time.

Kind regards
Catherine Hope
PA to Directors

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Car Hire Comment from Louisa
Louisa wrote on 22 July 2010 at 10:51 pm   #  

Hi, my experience is with the website and I am confused and wonder if you can help? I want to book a car for Spain in August for one week but wanted to know what is and is not covered in the insurance and what excess etc we may have. I looked on your website and can find some info but its a bit confusing for customers as its say some stuff is included but doesn’t give enough detail about damage or charges. I always prefer to know we wont have any extra charges in case of any damage. I note the prices on Sixt are higher than competitors so wanted to know what was included as it may well be that overall…. you are the much better option! We hire abroad many times a year and often get offered insurance when we collect the car that allows us to be excess free but is that already in your price with the holiday rentals? Thanks Louisa
ps. if we do book i will come back here and add my feedback as its a great idea to have this area.

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Car Hire Comment from Mike Osolinski
Mike Osolinski wrote on 23 July 2010 at 9:27 am   #  

Hi Louisa,

Thanks for taking the time to comment :) I am sure one of our customer service guys will be along to respond to you shortly :)

I will also pass your feedback along to our web design team for them to look at how we could potentially make the kind of vital information that you mention more clear to our visitors.

Thanks again, and I hope we are able to help you out with your next rental!

Kind Regards

Mike

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Car Hire Comment from Donna Preece
Donna Preece wrote on 23 July 2010 at 10:50 pm   #  

Hi Louisa,

I am Donna and I work in the Reservations department at Sixt. I hope the information below will answer your queries regarding insurance coverage.

Sixt have 2 products on our website, Holiday Cars and the general car rental. The Holiday cars is designed for holiday makers wanting an all inclusive product that is paid for 3 weeks before the pick-up date.

The all inclusive package includes a refundable excess, so what this means is if the vehicle is damaged at all during your rental you will initially pay the excess and then as long as you follow the procedures stated below you will receive a full refund of the excess:

In case of damage, you must follow these instructions on the spot:
immediately inform the rental station
call the police and have an accident report drawn up
when you return the vehicle, have the station write and sign a damage report

The only insurance that is not included in the price is for the Tyre and Windscreen cover which is payable locally at the price of 21.87 Euro per month.

I hope I have been of assistance and if you require any further information please don’t hesitate to contact us further.

Kind Regards
Donna

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Car Hire Comment from Sam Geary
Sam Geary wrote on 11 October 2010 at 10:41 am   #  

Gary please can you help me? Your franchise at Bordeaux stole 300 euros from our credit card after we rented a car from them. We returned it in perfect condition and were then sent a letter telling us the car was damaged and that they had takedn 300 euros out of our account! We had paid a damage ecess and coollision waiver and we had not caused any damage to the car yet we have had this money taken from us and no-one in customer services in this country or in france can help us. I have had an horrendous experience with customer sevices for SIXT and I implore you to help me. Please use the email address enclosed and restore my faith in your company and your department. You are my only hope. S. Geary.

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Car Hire Comment from Andy Aspden
Andy Aspden wrote on 12 October 2010 at 10:05 am   #  

Hi there Sam,

I’ve asked Gary to look into this for you and he will be responding back to you as soon as possible.

Please be patient, but be assured that we are definitely looking into your query.

Andy
Sixt Online Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 28 October 2010 at 7:55 am   #  

Hi Sam,

My colleague Eric Gutwiller responsible for the damage department for Sixt in France checked personally your damage claim, Eric confirmed that the damage logged against your rental has now been cancelled.

Please accept my apologies for the inconvenience caused.

I will reply in a little more detail to your e-mail.

Best regards
Gary

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Car Hire Comment from Scott
Scott wrote on 12 January 2011 at 8:20 pm   #  

Hi there – I’m going to be hiring a sixt car from Palma Airport – the booking system tells me LDW and Extended LDW are covered in the quote. Will I have to purchase additional insurance prior to picking up the car at the airport (i.e. Super LDW?).

The terms and conditions mention LDW, Top LDW and Super Top LDW but don’t tell you what the extended LDW covers, which is included in the price covers? Very confusing. (the car group I’m after is EDMR)

Thanks in advance for any assistance you can provide.

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Car Hire Comment from Kelsey Fuller
Kelsey Fuller wrote on 13 January 2011 at 3:40 am   #  

Just curious as to why my comment was under moderation for 3 weeks only to be ignored entirely. I thought the whole point of this blog was for customers to air their concerns as they relate to customer service with Sixt. It seems to me that perhaps you’re only posting comments that have a positive outcome?

I would appreciate it if someone could respond, as the issue I’m trying to resolve dates back to October 2010.

Kelsey Fuller
Cambridge, Ontario

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 13 January 2011 at 6:23 pm   #  

Dear Kelsey,

Thank you for posting on the Sixt blog.

Please accept my apologies that your earlier post was not published. David and Mike our Sixt Blog Guru’s have checked retrospectively for you comment but are unable to locate it.

Please could you post your comment again and additionally e-mail a copy direct to me at gary.coughlan@sixt.com

I want to reassure you that we publish every post whether the feedback be positive or negative, we want to have an honest and open discussion with our customers. You will see that the previous posts were not in every case to thank us for the service but in some cases to give feedback regarding a negative experience.

I look forward to receiving the details from you and I will do all that I can to help.

Best regards
Gary Coughlan CS Manager U.K

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Car Hire Comment from Kelsey Fuller
Kelsey Fuller wrote on 14 January 2011 at 4:15 am   #  

I’m relating the details of an unresolved issue arising from charges
applied to my credit card for “damage compensation”.
RE: Reservation # 3532140552

My wife and I booked a rental car through TD Travel Rewards for our
vacation in Portugal.
We picked up our car at the Lisbon airport branch on October 6th. We
were traveling north as far as Porto and returning to Lisbon on the
12th of October stopping here and there along the way. On the
morning of October 9th we were to drive from a small town near
Coimbra to Porto, however when we got under way I started to notice
shifting gears was becoming more difficult. As with 90% or more of
our driving in Portugal we would be on the highway for our short drive
to Porto, so confirming that there was indeed a Sixt branch at the
Porto airport, we headed there to see if we needed to exchange
vehicles. When we got to our exit from the motorway I downshifted
through to 2nd gear and then nothing. After we had driven the car for
a mere 625km the clutch was completely gone. We were now stranded
on the off-ramp in our rental car. My wife got into the driver seat
and I proceeded to push our car off the side of the road. We manageed
to make contact with the Porto airport branch and they had someone
come out and pick us up. We were given a new rental vehicle and sent
on our way. While at the branch I voiced my displeasure at having
been stranded on the side of the road in a foreign country, wasting
the better part of a sunny afternoon dealing with our malfunctioning
car. I also voiced concern over being charged to refuel our broken
down car as it was impossible for us to refuel it. The agent we dealt
with explained that there would be no such charged applied to our bill.

We enjoyed the rest of our vacation and the car we picked up in Porto
was lovely and problem free. We returned it to the Lisbon branch as
planned on the 12th of October and departed for home in Cambridge,
Ontario.

Then the true problems began. When we received our credit card
statement the charge from Sixt was for the amount of $2771.33 cdn.
Our rental agreement with Sixt was for the amount of $371.51 cdn. so
you can imagine the bewilderment that we felt. On October the 20th we
were credited back $1676.61 cdn. but this still left us with an
excess charge of $719.21 cdn.

We have tried numerous channels of customer service over the past few
weeks, and have wasted countless hours and funds on overseas calls.
We have gotten absolutely nowhere with this issue. We were directed
to send an e-mail to the customerservice.pt team but have been flat
our ignored by them. The offices in Portugal direct you to a
different telephone number where no one is able to help and they
suggest you write to the customer service department. We thought we
might finally be getting somewhere when we had some positive response
from an agent named Lauren Ferguson in the Derbyshire office but after
numerous e-mails back and forth we’ve lost hope there as well.

In summary I would like to say that my wife and I are absolutely
appalled by the way this entire issue has been handled thus far and I
hope that someone within the Sixt team is able to contact us to
correct this. Not so much as an apology for the inconvenience was offered to us in Portugal.

I would also like to point out that at the mileage on the vehicle at the time we picked it up was 64711 km. and when it was retrieved from the side of the road it had 65341 km. The overall condition of the rental car was fairly rough, with more dings and dents than could be noted on a single page. It is absolutely absurd to attempt to charge a client for the repair of a wear component on a vehicle with well over 60 thousand kilometres on it. Especially when the client is only responsible for the last 600km. and just happened to have the bad fortune of being behind the wheel when the clutch went.

Thank you for reading my long winded note and I sincerely hope to hear from someone within your organization that is empowered to resolve this issue.

***As an update to this note, we have since received a refund for the amount of the fuel surcharge. This still leaves us paying over $700 for the repair of a vehicle belonging to you which we drove for a mere 600km. The car that I drive on a daily basis has a manual transmission and I have driven it a problem free 230,000k without replacing the clutch. This tells me that either Sixt Portugal is accusing me of abusing/mistreating their car or accusing me of being a terrible driver. Either way this whole situation smacks of ineptitude and I’m getting more frustrated than I ever thought possible. I implore you to please, either take a good luck at this issue yourself, or pass this on to someone who may be able to find some reasonable resolution. ***

Anxiously awaiting a response.

Kelsey Fuller
Cambridge, Ontario
Canada

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Car Hire Comment from Michael Isaacson
Michael Isaacson wrote on 19 January 2011 at 1:06 am   #  

Gary,
We are being robbed by your company.
We requested an automatic transmission vehicle from your Paris – Saxe location during holiday this summer. When we arrived (Aug 5, 2010), an automatic car was not available despite the fact that we had placed our order well in advance. There was no attempt to contact us prior to our arrival so that other arrangements could be made. There were however automatic transmission cars on the lot that the attendant said were “reserved” for other customers – I have no idea why those customers reservations were honored and mine was not. I had pre-paid for the car online. Before being told that a car was not available, we gave another credit card for “incidentals”. After wasting most of our day trying to rectify the situation, we eventually were told that we would be refunded. No apology was ever given. When we got back from holiday and checked our billing statements, the first card had been refunded, but the second card had been charged the full amount of the rental $596.19 USD (450.94EUR).
We have tried contacting our credit card company to dispute the charge, but they have told us the Sixt will not remove it. I have never had such a bad experience with a company before.
Any help would be appreciated.
Sincerely,
Michael Isaacson, MD

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Car Hire Comment from paul mcloughlin
paul mcloughlin wrote on 19 January 2011 at 3:27 pm   #  

Hi there

wonder can you help me.

I am booking a car from belfast int airport next week. Monday – Weds. The prices are great but the LDW excess is stating £1200. However when I look at your T&C’s it states a different number.

Please can you let me know what the LDW will be.

Loss Damage Waiver (LDW)

Loss Damage Waiver removes the drivers responsibility to a part of the vehicle in case of damage or theft. LDW is mandatory in Great Britain unless the customer is from the US or Canada and has insurance cover through their own credit card.

If LDW is not accepted the customer will be held liable for the full value of the car.
If LDW is accepted, customer is only responsible for the following amounts:
£1,000.- (M***,E***,C***,I***,S***, CNMN, COMN)or £1,500.- for the groups F***, L***, P***, X***.
Northern Ireland: £750.- (M***, E***, C***, I***); £950.- (all other car groups)

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Car Hire Comment from paul mcloughlin
paul mcloughlin wrote on 20 January 2011 at 7:16 pm   #  

can you someone get back to me asap!!

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Car Hire Comment from Adam Wilkes
Adam Wilkes wrote on 20 January 2011 at 7:38 pm   #  

Hi Paul

I hope you are well

Many thanks for your blog post

My names Adam and I’m the reservations manager for Sixt in the UK

If you could possibly send me the details of your booking request including the vehicle group you wish to hire I will look into this for you and take care of it

Please send these to adam.wilkes@sixt.com

Look forward to hearing from you and thanks again for feedback on our blog

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 20 January 2011 at 7:40 pm   #  

Hi Michael,

I will check this an respond in detail tomorrow.

Best regards
Gary

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Car Hire Comment from Lee Cousins
Lee Cousins wrote on 21 January 2011 at 2:23 pm   #  

Hi Paul,

Just to let you know I have replied to your e-mail query regarding the excess on the vehicle you are renting.

I have contacted our internet team in Germany and they have confirmed that the excess on the vehicle you have booked is £750.

Thank you for bringing this to our attention and this will be be corrected on our website.

Hope you have a great weekend and if you have any other issues then please feel free to contact me at any time.

Many Thanks

Lee

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 21 January 2011 at 4:33 pm   #  

Dear Mr Isaacson,

Thank you for posting on our blog.

The reservation that you placed with us was pre paid on your MasterCard 450.94 Euros. When you arrived at our branch a different credit card was provided by you and entered into our system. This credit provided card was a Visa card. On the 18th of August, the same day that the rental was due to start we cancelled the invoice. This meant that the refund of 450.94 Euros was then made to the Visa card that was supplied at the branch. Therefore the pre paid amount has been refunded not to the Master card that was used for payment but to the Visa card that was supplied in the rental branch. Please check the Visa statement and let me know if the refund does not appear in the August/ September statement.

I am very sorry that we had no automatics available for the booked rental start, on very rare occasions due to unusual spikes in late returns, damages or rental extensions, the reserved vehicle group can be unavailable. Our branch staff will always try their best to arrange an alternative vehicle, usually an upgrade to enable you to proceed with your vehicle hire.

Once again, please accept my apologies for the inconvenience we caused you.

Please do not hesitate to contact me if I can be of any further help.

Best regards
Gary

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 21 January 2011 at 5:16 pm   #  

Hi Kelsey,

I contacted my colleagues in Portugal to discuss the damage charge.

It is possible through poor use that the clutch could be damaged within 600 km. However, I do understand completely your point of view and that you felt this was an erroneous charge.

I hope that you are happy with the resolution detailed in my e-mail direct to you.

Please do not hesitate to contact me directly if you have any questions.

Best regards
Gary

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Car Hire Comment from paul mcloughlin
paul mcloughlin wrote on 24 January 2011 at 11:06 am   #  

Lee

Thanks.

If I need to change my pick up on my reservation from 5pm (thats what I stated) to 6.30pm, how do I do that? Is there a number or can I do it online? Reservation number: 6046329273

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Car Hire Comment from Dion Martin
Dion Martin wrote on 25 January 2011 at 6:57 pm   #  

Brace yourself because this my friend is amazing

I rented a car from Sixt at Cagliari airport Sardinia on the 20th-22nd jan. On being given the keys to the car i was advised that there is damage to the right handside of the vehicle but that it was noted in the paperwork. There was also a number of scuffs on the right side of the bumper but it was clear that the damage was all part of the previous incident

On handing the car back an inspection was done with myself present. The man pointed out the damage to the wing mirror which was already marked on the paperwork. He said that it was fresh, i explained that it wansn’t and after a short amount of time he agreed, he then focussed on the scuff on the bumper which was clearly old damage. Again he agreed but asked if i write down “this car has not been involved in an accident and sign”, i did this can confirmed that there wasn’t a problem and he said “its fine its all old damage”.
I then went to the terminal to wait for my flight. After an hour or so i decided to double check my paperwork before I left the country, i noticed that the amount payable (48 Euros) was an estimate so i decided to go back to the office and double check.
At the desk i spoke to a lady (Debra) who said there was a problem as she wouldn’t know how much i would have to pay due to the damage. I was gobsmacked, i asked what she was talking about and she referred me to the scuff that had been found on the bumper. I again explained that it was already there and the gentleman who did the inspection agreed with this.
I then went with the lady to take pictures of the damage for my own protection and whilst at the vehicle she said “it’s a scuff and you probably wont have to pay anything but they’ll be in touch”. I explained that i won’t be paying a thing as i’ve not damaged the car but again confirmed that she is to contact me if there are any further developments.
Having arrived back in london i stopped off for petrol but my card was declined? I phoned my bank to find out that SIXT had debited my account for £843!!!!! I also found out that they had initially tried to debit my account for £1200 twice then £1100 then £950 and finally being succesfull at £843. The most AMAZING thing about this is that the first transaction was done by the girl who had been at the car when i was taking photos 10 minutes after i left their office!!!!! at 15:00. She obviously waited until i had gone and tried to see what she could get out of my account, criminal!!. How can you abuse my bank account details in this way, and how can you knowingly misinform me.
I’ve been contacted with the sixt cagliari airport office today and spoke to the girl (debra) who was there when i took photos and she admitted that it was her who put the transaction through, i asked how and why she did this without informing me. her answer was “read the small print”, i’ve also been told its their office in Rome that i need to speak to, however i’ve had no success with the number. This whole situation is outrages and i believe to be a police matter, your company has stolen money from my account! I also took the pictures to a Garage today who said a new bumper would cost just over £200 in any case. what is your company playing at? can you contact your office in cagliari and provide me with some answers

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 26 January 2011 at 12:47 pm   #  

Hi Dion,

Thank you for your post.
I will check the information with my colleagues.

Best regards
Gary

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Car Hire Comment from Kelsey Fuller
Kelsey Fuller wrote on 27 January 2011 at 4:40 am   #  

Gary,

High praise for you and your colleagues in the UK office. I am very pleased with the level of customer service I have received when dealing with your office. Unfortunately your colleagues at the Portugal office have a lot to learn.

Overall, a nightmarish ordeal with a satisfactory resolution.

Thank you for your help, I truly appreciate it.

Sincerely,
Kelsey

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 27 January 2011 at 4:38 pm   #  

Hi Dion,

The customer service Team in Italy have confirmed that no money was taken on your credit card for damage.

At the start of your rental an approval was obtained on your credit card to ensure that funds were available for your damage excess, missing fuel or any other non reserved additional extras.

The approval amount only reserves the money and has been automatically cancelled now that an invoice has been raised.

To clarify, Sixt in Italy have not charged your card for any damages, the money blocked on your credit card at the start of your hire will become available again in approximately 5-7 working days.

Please accept my sincere apologies for any inconvenience caused, as always if you have any questions please feel free to post additional comments or forward an e-mail to gary.coughlan@sixt.com

I have also forwarded the above by e-mail to you.

Best regards
Gary

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Car Hire Comment from escort
escort wrote on 26 March 2011 at 4:41 am   #  

Hi Dion,

Thank you for your post.
I will check the information with my colleagues.

Best regards
Gary….

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Car Hire Comment from Patti Nelsen
Patti Nelsen wrote on 29 March 2011 at 2:18 am   #  

so sorry, it appears I put this in the wrong spot!

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Car Hire Comment from Patti Nelsen
Patti Nelsen wrote on 7 April 2011 at 1:44 am   #  

I will be traveling in Ireland this June and have a rental car setup through AuroEurope with Murray’s-Sixt at Shannon. As you may know, when you rent thru Auto Europe you don’t get to choose which rental company they use. I was very concerned when I found that they had selected Sixt because I have read so many bad reviews about SIxt. I do realize that most reviews are written by disgruntled customers but, I was still concerned……until I found this blog! I do hope that this customer service extends to your locations in Ireland and that, if I do have a problem, I can come to you for help? Will I get the same help even though I booked thru Auto Europe and not the SIxt site? I think this blog is a great idea and I do hope that my experience will let me post some positive feedback for you!!!

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 8 April 2011 at 1:12 pm   #  

Thanks for posting here on our blog.

You will of course receive the same Customer service from us even though you booked through an agent with our Franchisee in Ireland. You are still a Sixt Customer and it’s our job to make sure you are a happy one ;-)

I’m glad you were reassured by our Customer Service support provided on our blog. I know exactly what you mean about review sites often only attracting negative comments, but even so…it is crazy for a company not to pro actively look for these comments to listen to it’s customer’s and learn from their experiences. Without you, there is no us and that’s not a sound-bite, it’s a business reality.

We wrote on our blog last year about review sites and their impact, I included the link below, you may find it interesting reading.

http://www.sixtblog.co.uk/customer-service/online-review-sites-curse-or-cure/

I hope the sun is out in June and that you have a great trip, I’d love to hear back from you after your rental. Perhaps if you have the time you can tell us a little about the places you visited.

Best regards
Gary

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Car Hire Comment from Patti Nelsen
Patti Nelsen wrote on 15 April 2011 at 7:37 am   #  

Thanks Gary,
I can’t tell you how reassuring it was to read your response! I will most definetly let you know how things go…..even if it goes well :o)
Keep up the good work! The interenet is a wonderful thing but, it can be very one sided sometimes…..I’m personally going to make more of an effort to post those “good” comments more often!!
Thanks again,
Patti

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Car Hire Comment from Darko
Darko wrote on 15 April 2011 at 9:17 pm   #  

Hi,

I have reserved a CLMR car with pick up in Sarajevo downtown via the Sixt website. I have a sixt platinum card, and I expected a smooth and efortless transaction. Was I in for a surprise.
First, I receive an sms 15 mins before pickup time that downtown office is closed. So, I take a taxi accros town to get to the airport office. There, a not-happy-to-serve-you agent tells me they will downgrade my reservation. No discussion. Had to wait for the car to be prepared. Had to suffer through a confusing discussion between the agent and his boss about how much they will charge me. The agent charged my cc twice, aparently also recredited one of the two charges. My luggage couldn’t fit into the small car, so I had to repack. Stone age customer service from Sixt. My question is why is Sixt running a reservation service when a Sixt reservation is not worth the paper it’s written on.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 18 April 2011 at 3:24 pm   #  

Hi Darko,

I’m very sorry to read about your poor experience with us in Sarajevo.

I can see that you booked a CLMR with us and you are of course right to expect to receive a vehicle within the group or higher and at the branch you booked. I’m sorry that we failed to service your reservation and I accept that your disappointment in our Service on this occasion is completely justified..

My colleague Anke from our Customer Service Team in Germany already contacted the branch and I understand replied to your e-mail with an explanation and apology. Anke was not aware that you had paid additionally for a Taxi and naturally would like to take care of this additional cost for you.

Can you let me know how much the taxi was as at the very least we’ll arrange to refund this back to you, we certainly don’t expect our customer to be out of pocket as a result of our mistake.

Whilst I am very sad to read of your experience I am glad that you found our blog and shared your experience with us here.

For your information I have forwarded some additional detail to your personal e-mail address I hope that you will be happy with my suggestion.

Best regards
Gary Coughlan

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Car Hire Comment from Gavin Dear
Gavin Dear wrote on 29 April 2011 at 2:31 pm   #  

Ok, this one has dragged on and I need it sorted.

Last november, I rented with Sixt, from Madrid for two weeks. I am a professional golfer and have rented with Sixt before and never ever had an issue. So i arrived in Madrid, collected the car which was very good, no issues, everything ran like clockwork. On returning the car I was alone, my girlfriend was staying in Southern Spain for another week. I checked the car and left. The next day my girlfriend realised she had left some jewelry in a small black bag in the car, I had missed it. I realise this is my fault, not complaining at that. So I emailed Sixt in Madrid, wondered maybe they had found it and could send it to me. They replied promptly describing the articles perfectly and said they had phoned me asap when they discovered it but my phone was already off. So they agreed to send it to me. Thing is it never arrived. I email back, and get nothing. Basically I think someone decided they should just keep it. I asked for the courier information and they still never reply. I took this up with your office, and a lady got back to me and said she would investigate but that was two months ago. I have had no reply or update. I accept its my responsibility but was happy to pick up the cost of return. The value of the jewelry is quite significant. Just dont know what to do anymore, I have been very tempted to fly to Madrid to try and sort this myself.

Hopefully someone can shed some light, thanks

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Car Hire Comment from Darko
Darko wrote on 4 May 2011 at 11:19 am   #  

Thanks Gary,
My second Sixt rental in Bosnia was a positive experience. Sixt staff in Tuzla and in Sarajevo were professional and attentive. I also wish to thank you for running this customer service. In this time of online transactions, it is very encouraging to have an opportunity to complain and receive a fast and personalized response when something goes wrong.
Best regards.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 4 May 2011 at 11:28 am   #  

I’m very glad to hear from you again especially on a positive note and thanks for your feedback about our on line Customer Service Support.

Please do feel free to contact me if you need any help arranging your next hire.

Gary

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 4 May 2011 at 11:48 am   #  

Hi Gavin,

Thank you for posting about your experiences here on our blog and for taking the time to speak on the telephone with me earlier today.

I’m very sorry for the delay in obtaining the information after you raised your query, as discussed I will speak to all relevant parties to find a solution.

Many thanks for your patience whilst I investigate, I will keep you updated throughout.

Best regards
Gary

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Car Hire Comment from Garage
Garage wrote on 24 May 2011 at 12:03 pm   #  

Thanks Gary,

I wish to thank you for running this customer service. In this time of online transactions, it is very encouraging to have an opportunity to complain and receive a fast and personalized response when something goes wrong.

Best regards.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 24 May 2011 at 12:41 pm   #  

Many Thanks for your post.

We have noticed that more and more our Customer’s conversations about Sixt are moving onto Social Platforms such as Facebook http://www.facebook.com/sixt Twitter and even here on our blog. We will quite happily go where ever you guys are having the conversation and we always try to join in on that conversation where we can with offers to help or simply answer questions.

It is also equally important for us to maintain our traditional methods of customer engagement. We therefore have a dedicated Team of Customer Service Agents to answer our customer’s queries by telephone, letter or via our bespoke e-mail system.

From top to bottom we are passionate about providing our Customer’s with our best Sixt Welcome and Service. We sometimes make mistakes but we are equally committed both in resources and passion to make good the error and restore your trust in us.

We love to receive your feedback, I hope you will also have time to share your rental experiences with us here on our blog.

Gary

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Car Hire Comment from Andy C
Andy C wrote on 31 May 2011 at 5:12 pm   #  

Dear Gary,

I´ve tried to contact sixt via email and had no luck so I am trying your blog. I rented a car from you in march. All was fine except you failed to return my 1100GBP deposit until you looked into it and realised that someone at Heathrow forgot to action it.

Last week I realised that you took 156.88GBP from my account on 5th May.

This, coincidentally is the same amount I paid to rent the car 2 months earlier.

How can I confirm that you will no longer take money from my account without asking?

I need to rent a car later this month. Is it safe to use Sixt, or am I better off cancelling my card with you and trying to build up customer loyalty elsewhere from scratch. (this was the reason I used sixt in the first place – your offer of upgrades to repeat customers)

What do I have to do to get a response?

Andy

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Car Hire Comment from Lee Winston Wright
Lee Winston Wright wrote on 1 June 2011 at 5:41 am   #  

12 May 2011. Arrived international terminal 2, Manchester UK. Arrive at Sixt terminal rental office at about 1000. Hand letered sign on door “BACK IN 10 MINUTES.” Time starts when? Second rental party arrives. Third renting party arrives. We’re all standing outside dark office with piles of luggage. 1040. Unmarked sedan parks nearby. Driver with eastern European accent calls someone on cell phone. Then inquires if we’re all waiting for Sixt rentals. “Oh, you should have gone to Terminal 1.” No explanation as to why we all should have dragged our luggage to a different terminal, as we had arranged to rent at the Terminal 2 office. Driver begins ferrying one party at a time to Terminal 1.

We get a Mercedes C-class, sized for 4-5 people and all their luggage, not a VW Golf sized automobile we wanted for two people, traveling light (and the narrow, winding roads of the Lake District). Well, Sixt doesn’t guarantee you’ll get what you reserve.

22 May. Edinburgh, blinding rainstorm. Fender-bender accident! Fortunately, Sixt has a large, circular adhesive medallion on the lower left windshield with an emergency number for any possible problem. 1105, call the Sixt number, 0800 587 4858. Presented with options menu. Press #1 for road service, #2 for everything else (ah, that’s us). Press #2. “This number is not in operation.” Great service; just what you want when you have problems! Try #2 again, same message. Try menu option #1, get Automobile Association rep who apparently have road service contract with Sixt. AA rep says he will try to get a connection; am eventually connected to Sixt representative, but only through the efforts of AA. Phone number posted in car useless if it “. . is not in operation.”

25 May. 1000; returning car to Manchester Airport. Original Sixt agent aon the 12th, and rental recipt indicate return to terminals 1, 2 or 3. Agent even said to return it to the top parking garage deck at terminal 2. Arrive on top deck and find gated lot for rental car returns; signs for all the rental companies, Avis, Budget, Europecar, Sixt, etc. Enter lot and drive around. Assigned and marked parking spaces for all the rental companies EXCEPT Sixt. Make a second pass — nothing for Sixt. Park anywhere and go down to the lower level rental car offices. Sixt office still dark and unattended — not even the “BACK IN 10 MINUTES” sign. Get wife and luggage into terminal 2 and walk to Terminal 1 Sixt office to turn in key. “Oh, you could have just dropped the key in the mailbox (at Terminal 2).” Question as to how they would know when the car is turned in left unanswered, as well as why there are no Sixt parking spaces in the rental car return lot. Walk back to Terminal 2.

Note to Sixt. Cheap computer, simple laser printer and a single sheet of paper, and you could put these instructions in the window of your abandoned Terminal 2 office. Maybe an arrow pointing at the “mailbox” too. There’s supposed to be one somewhere, I guess.

Sixt? Never again. Will spend an extra couple of Euros or Pounds and use a real car hire company. Sixt is obviously run by a bunch of incompetents.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 1 June 2011 at 10:37 am   #  

Dear Andy,

Thank you for posting here on our blog, although I am very unhappy to read about the problems you experienced.

Our Treasury Manager checked the charges with me this morning, a detailed explanation of the transactions has been e-mailed to you.

I hope we can arrange a time for me to call you to explain the charging and to apologise in person for our mistake.

It is of course very safe to use Sixt, we made a mistake with this rental, refunded too much and then charged the correct amount later. This was very confusing for you and not good practice for us. We are truly very sorry for the mistake, the confusion and inconvenience this caused.

Gary

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 1 June 2011 at 7:17 pm   #  

Hi Lee,

Thank you for taking the time to provide your feedback on our blog.

I just wanted to post a quick note to let you know how sorry we are that you did not receive a good service from us. We are looking into what has gone wrong and why and will provide you with a full explanation.

Once we have completed our investigation I will post both here on our blog and by reply to your e-mail.

Best regards
Gary

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 8 June 2011 at 12:28 pm   #  

Hi Lee,

We are very sorry for the inconvenience we caused you, our terminal should have been manned for your arrival as it normally is, but at very short notice we had a problem to staff this section. This was our problem, not your problem and we should have reacted better to these circumstances so that you received the professional service you expect and pay for.

The signage at Terminal 2 should have had some instructions for collecting and returning vehicles, unfortunately the wrong signage was left on display.

Mr. McLoughlin, our Managing Director reads our customer’s comments here on our blog and having read your constructive feedback we are now currently undertaking a full review of our processes at Terminal 2. Your experience is simply unacceptable, should not have happened and we will learn and make the necessary improvements to make sure that it does not happen again. This includes the signage when returning vehicles.

The breakdown number option 1 is for reporting breakdowns or calling roadside assistance. Option 2 is currently “out of service” we are currently looking into this and problem will be rectified as a priority.

We are sorry that you were unhappy with the vehicle provided, the Mercedes C Class was an upgrade on the model booked and not the size.

Please accept our sincerest apologies, I have replied also to your e-mail address. I hope you are happy with my suggestion.

Best regards

Gary

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Car Hire Comment from michael chaston
michael chaston wrote on 9 June 2011 at 11:14 am   #  

Good customer services???
I’ve been waiting almost 2 weeks now for a reply to my email regarding my bad experience with sixt.Still no refund as promised. Next step….

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 10 June 2011 at 12:05 pm   #  

Hi Michael,

Sorry about the wait. I have a copy of your e-mail and will respond directly this morning.

Gary

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Car Hire Comment from Oksana
Oksana wrote on 16 June 2011 at 10:34 am   #  

Good day!
This is e-mail was send your on 2 June 2011….Today 16 June….No answer….

“”Dear Sir/Madame,
Could you please check situation with deposit in amount EUR 300 which have been blocked in my credit card? We have returned car according to contract on 22.05.11. and have been provided with the Invoice in amount EUR 80.35. As it has been explained us at the drop-off station in Munich block should be declined within 3-5 days after returning car and EUR
80.35 would be credited.
10 days has been passed but deposit in amount EUR 300 is still blocked and sum according to the Invoice has not been tacken from credit card.
How long would it take to decline this block and withdrow EUR 80.35?”.

I would like to add that this deposit is counted by my bank as a credit and if it would not be returned to my account till 10.06.11 I will have to pay interest for using this sum according to the bank policy.
That’s why I would like to get answer to my request as soon as it would be possible.

Thank you in advance.”

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 16 June 2011 at 2:31 pm   #  

Thank you for posting on our blog.

I checked with Concardis who handle the credit card approvals. Concardis inform me that there is no approval on your card and hasn’t been for some time. Please check again with your credit card company and let me know if a problem remains.

I have also replied by e-mail.

Best regards
Gary

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Car Hire Comment from Glenna Palazzo
Glenna Palazzo wrote on 20 June 2011 at 7:48 pm   #  

Thank you for asking for feedback. I rented a car on April 29th at Kerry airport in Ireland. Upon returning it at 3 PM on Thursday, May 5, I wanted to share feedback that we had several problems with the car, however there was no one at the counter. We tried calling the phone number at the desk, got no answer and left a message. Another man working at another car hire let us know that because Sixt didn’t have any bookings that day, no one would be in the office.

I wrote a long note about the concerns with the car, left the keys and couldn’t get a receipt. I did get a call back 3 days later and here is how the concerns were addressed.

1.- The road tax on the car had expired. The person who called me back said the road tax had been paid but they hadn’t updated the sticker on the car yet

2. The fan belt on the Air Conditioning made a loud noise and you could not turn on the fan. When my call was addressed they said they would look in to this.

3. The shocks in the car were very bad. The person told me that is just the roads in Ireland. I’m Irish. I know the roads in ireland and have driven in the country for 20+ years… this was a shocks problem, not a road problem.

I rent cars in Ireland each year, however will not be renting from Sixt again. I know cars can have issues, however this is more about very poor customer service. The man running the Kerry airport counter needs some help and service training.

Glenna Palazzo
Harvard Business School
gpalazzo@harvardbusiness.org

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 21 June 2011 at 2:29 pm   #  

Hi Glenna,

Please accept my apologies for the problems you have reported here on our blog and thank you for sharing this feedback with us.

I will contact the branch for an explanation and report my findings to you both by reply to your e-mail and also on the blog.

Gary

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Car Hire Comment from Tony Phillips
Tony Phillips wrote on 24 June 2011 at 3:01 pm   #  

Hi Gary,

well, i guess i am one of the many guys to have been ripped off by one of your rogue offices. I rented a van from a Hamburg outlet over 7 weeks ago – took it back in pristine condition (Sunday night so i dropped it off when the office was closed) only to receive a bill for 500 Euro from a windscreen company 6 weeks later. Now if you guys would have called me the next day so that i could have at least looked at the problem, i guess i would not be writing this. But no,i hear nothing and get stuffed with this – it stinks. What really bugs me is that i have rented from the same outlet in the past and intended to rent for a further two weeks in Greece with my family this year. So i am without a trustworthy car rental company and you are less one more customer. I will be taking all the advice i can get because i am dammed if i am going to be rolled by these underhand tactics.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 29 June 2011 at 2:13 pm   #  

Hi Tony,

I hope you have received my e-mail today in which I have requested some further details from you to allow me to investigate and clarify the damage charge with my colleagues in Hamburg.

I understand that you are disappointed to receive a damage 7 weeks following your rental. As I said in my e-mail, I will do all that I can to clear up any misunderstanding.

I look forward to hearing from you.

Best regards
Gary

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 29 June 2011 at 3:40 pm   #  

Thank you for forwarding the details to me.

I discussed your feedback with my colleague in Germany who explained that we had contacted you for an explanation after new damage was recorded following your rental.

We of course accept your clarification that the damage had not been caused by you. We therefore closed the damage file and have e-mailed you a confirmation to that effect. Please be reassured that whilst we try our best to minimise any mistakes, they can and do still happen. I hope you can see that mistakes like this whilst occasional are not intentional and that we have a Customer Service Team who is committed to resolving such misunderstandings when they do occur.

As I said I am extremely sorry for the inconvenience, if you need any help arranging your next hire in Greece, please contact me directly and I’ll personally take care of your request.

Best regards
Gary

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Car Hire Comment from Tony Phillips
Tony Phillips wrote on 29 June 2011 at 5:19 pm   #  

Hi Gary,

I wasn’t contacted for an explanation after the new damage was recorded – and that is my main point. But anyway, thank you so much for sorting this out so effectively. My faith is completely restored in Sixt thanks to your work. As for Greece, i will gladly choose a Sixt car and book tonight for the 2 weeks we are on holiday. THANKS FOR THE UPGRADE AND KID’S SEAT OFFER!

PS: Regarding the civil unrest in Greece right now, do you offer anything like a Humvee?

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Car Hire Comment from Alex Horne
Alex Horne wrote on 27 July 2011 at 11:18 pm   #  

Hi,

I recently used one of your hire car’s in Italy, I was very happy with it. The deposit that was taken from my bank account was 450E, this has still not been returned. There was no damage on the car and the tank was full upon returning. I returned on the 22nd of July. How long does it take for this money to be returned?

Thanks

Alex Horne

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 28 July 2011 at 10:24 am   #  

Hi Alex,

I don’t see the reservation on our system. Maybe you booked with an Agent direct with our Franchisee?

Would you mind forwarding the reservation confirmation or rental agreement to gary.coughlan@sixt.com I’ll speak to Italy to se whether we can hurry things up for you. Typically it can take up to 10 working days for the approval to return to your card, this amount of time can vary depending on your bank and banking processes generally.

I look forward to hearing from you.

Gary – Customer Service Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 29 July 2011 at 10:35 am   #  

Alex,

My colleague in Italy confirmed that she cancelled the approval, it may still take some days to show as available on your account but we have done what we can to speed this up and now must wait for the banking processes.

Hopefully you will have the funds available again soon.

Gary – Customer Service Team

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Car Hire Comment from Alex Horne
Alex Horne wrote on 29 July 2011 at 4:07 pm   #  

Thankyou for the help

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Car Hire Comment from Tony Phillips
Tony Phillips wrote on 5 August 2011 at 3:43 pm   #  

Hi Gary,

in your email you say that you are ” a little bit disappointed not to have had a more restrained exchange regarding this issue, you know we don’t disappoint you intentionally.”
My point is that you do disappoint on a regular basis – just pay my money back.
No excuses! Pay it simple.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 5 August 2011 at 4:58 pm   #  

Hi Tony,

Sorry, I had to delete your previous comment due to the bad language. We are checking the refund and will advise latest on Monday.

Gary – Customer Service Team

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Car Hire Comment from Virginia Nightingale
Virginia Nightingale wrote on 10 August 2011 at 3:26 am   #  

Hi,
I’m at the point of rapidly losing confidence in Sixt, so I’d be grateful if you could please help me. I have made a booking for this coming September…unfortunately I booked the car for a day later than I needed to. I just want to collect the car on the Saturday not the Sunday as booked…and so to extend the booking by one day! Payment has already been deducted from my account for the car hire. I don’t want to cancel the booking, just add one extra day!

When I try to log into the site to do this (using booking number and security code provided) , nothing happens. When I tried to telephone Sixt here in Australia, I am told the service is no longer connected…I’ve sent heaps of emails, but get no answers! I need to know what is going on!

Please help!

Virginia

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Car Hire Comment from David Jackson
David Jackson wrote on 11 August 2011 at 12:21 pm   #  

Hi Virginia,

I’m very sorry to hear about your issue. My colleague Sabine has sent you an email regarding this problem.

Kind regards,
David

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Car Hire Comment from Chris Demetriou
Chris Demetriou wrote on 26 November 2011 at 12:33 pm   #  

Dear Sir/Madam,

Like many persons above, i have also been falsely charged as after returning my hire vehicle 6 weeks later i have recieved a further charge of £32.40 according to my bank statement, why is this? How can this happen?

Why was i not informed either in person when returning the vehicle or when i recieved the final total invoice about this additional charge?

This is completely unacceptable and in many persons eyes a fraudulent activity and payment.

I am so concerned about the matter and the fact that this payment was made 6 weeks after returning the car that i feel an employee at Sixt may be carrying out and behaving in an unauthorised and fraudulent manner.

Please can you look into this matter, my reservation number was: 1213329873.

Chris Demetriou

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 29 November 2011 at 3:44 pm   #  

Hi Chris,

Thanks for your post.

You have no reason to worry about Fraudulent activity on your card, I can confirm that the charge is correct. In order to protect your privacy I will reply with a full explanation to your e-mail address.

Gary – Customer Service Team

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Car Hire Comment from Saulio
Saulio wrote on 29 December 2011 at 3:45 am   #  

Just read your latest email. What are the dates to book to receive the Golf rate of £20 per day and which locations?

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Car Hire Comment from charlotte.scheggia
charlotte.scheggia wrote on 3 January 2012 at 5:15 pm   #  

Hi Saulio,

we have replied to your query on the UK facebook page http://www.facebook.com/sixtrentacaruk

I hope this helps, if you have anymore questions please dont hesitate to ask

Charlotte

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Car Hire Comment from Xu Jia Teng
Xu Jia Teng wrote on 23 January 2012 at 7:42 am   #  

Hi Gary,

I received an invoice from sixt stating that it was a charge for damaging the handbrake , and the incident time was 30 min right after I pick up the car. I totally disagree to the charges.

I rented a car from your London Heathrow outlet on dec 12 and after 5 min driving the car, I realized the car could not accelerate. I called your help center and told them that it might be a handbrake issue. After 30min, a guy came and eventually found out that the problem was due to the cruise control setting of the car.

The feature was not explained by the rental office staff when I picked up the car. And now, I AM PENALIZED for your unprofessional service??!! What’s more, the handbrake was not damaged. It was the auto-cruise setting.

I really appreciate your kind help to look into this matter.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 23 January 2012 at 2:46 pm   #  

Thanks for leaving your here on our blog.

I will check with colleagues and come back to you as soon as possible.

Gary – Customer Service Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 27 January 2012 at 3:00 pm   #  

We received a report from our breakdown service regarding a call out that they attended during your hire. It was concluded that driver error was the cause, this meant that the call out costs were then chargeable and your responsibility. We apologise that the correspondence suggested that the vehicle was damaged and we will of course look at the wording of this letter as a consequence of your feedback.

Of course we rely on the diagnosis of the expert attending the breakdown but we are happy to accept your explanation regarding the cause.

We have therefore cancelled the call out invoice and would like to apologise for any inconvenience.

Gary – Customer Service Team

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Car Hire Comment from Xu Jia Teng
Xu Jia Teng wrote on 27 January 2012 at 5:11 pm   #  

Hi Gary, thanks for your prompt response and action on resolving the issue !

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 27 January 2012 at 5:16 pm   #  

You are more than welcome.

Please get in touch with me for your next hire, I’ll make sure you have our best Sixt welcome.

Gary – Customer Service Team

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Car Hire Comment from tony
tony wrote on 20 February 2012 at 8:32 pm   #  

I like to add this company should be looked into in a big way, i have had a bad experience with this company called sixt, they seem to take your money and do not give it back as they jave said in there contract, I spoke to staff on phone regarding a matter and found them to be rude. I am writting a letter to the ombudsman. when you give the car back in good order why should it take this compamy ages to give the deposit back. i wont answers not being thobbed off by rude staff.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 21 February 2012 at 11:44 am   #  

Hi Tony,

Great that you posted here on our blog.

I am sorry that you are have a problem, please send me the details, I’ll take care of this for you.

My e-mail address is gary.coughlan@sixt.com

Gary – Customer Service Team

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Car Hire Comment from tom fraser
tom fraser wrote on 3 March 2012 at 1:15 pm   #  

Dear Scott

Thank you for your reply and advising us that you will be rectifying this error and refunding our account.

As you are aware we I have been very disappointed with the service we have received from Sixt and believe the company has let us down on this occasion.

We have a holiday apartment in Austria and have previously been very impressed with the service we have received whenever we have used Sixt.

However on this occasion we have had problems with the following:

• Our booking confirmation
• Very poor service when our car broke down in Austria

As you are aware I was shocked to receive an invoice from your company advising me that I had to pay for a second booking for a second car from Munich airport which I had never received.

I was initially advised that the booking had been made through car trawler and as a result any issues I had would have to be taken up with Car Trawler and when I queried why Sixt had not sent me any details of this phantom booking I was told that confirmation would only go to Car Trawler.

I therefore spent over 30mins on the phone to Car Trawler who were very helpful and did all they could to try and identify this booking however after checking possible bookings in both my wife and my name and checking both our credit card details I was told categorically that no booking had been made by them for a car at Munich airport through Sixt.

Later the same afternoon you called back to explain that in fact I had not made the booking through Car Trawler as previously advised but had made a booking on the official Sixt site however due to an error by Sixt confirmation had been sent to Car Trawler (which I have no record of ever using) and that I would not have therefore known that this booking had gone through and I had subsequently made another booking for the same dates with Sixt.

I understand that you are now going to refund this booking.

I have also explained our concern at being charged a late arrival fee for our arrival at Munich airport and collection of the car. Although I accept that a late booking fee may be appropriate we arrived only a short time after midnight as our BA flight had been delayed. However on arrival at the Sixt desk there was note saying the desk was closed and we therefore found another desk nearby where a single harassed security guard was handing out keys and dealing with queries from other customers with the answer that he was only a security guard and could not deal with any car hire issues and had no contact numbers for the car hire companies which was a worry when the people in front of us did not get a car. At least our car was available but to be charged a fee of 30 euros plus tax for this service does seem steep.

As also explained on the third day of our holiday our car broke down and we were advised at 9.30 a.m that we would be contacted by phone and advised when a recovery person would arrive to fix the problem. However Sixt did not ring back and I had to make calls throughout the day and it was only when we stopped going through the customer service line and contacted the hire office in Salzburg and not Munich that any progress was made. We were advised that there had been communication breakdown and only at 6p.m. did someone come out and fix the car. As a result we wasted whole day on our weeks ski holiday phoning and waiting for our car to be fixed which is not easy when you have three young children quite understandably complaining about being stuck in the town waiting for a response from Sixt.

Having regard to the poor service we have received on this occasion I think it would be appropriate to refund us for the time we have spent sorting out the phantom booking and administrative problems with Sixt and I would suggest that you should refund us both our late arrival fee and one days car hire and in order to show us that this is a one of occurrence offer us a significant discount voucher for the next time we hire a Sixt car.

I look forward to hearing from you.

Regards

Tom Fraser

From: cs-international@sixt.com [mailto:cs-international@sixt.com]
Sent: 29 February 2012 15:33
To: tom.fraser@lineone.net
Subject: Information on Reservations

Dear Mr Fraser,

Thank you for contacting Sixt.

Please accept my apologies for the confusion during our earlier telephone calls.

The reservation 1117169759 was booked for a collection time of 23:39 on 10/02/2012. As you did not arrive to collect the vehicle until 00:30 on 11/02/2012 we have charged an Out of Hours fee as the branch closes at 00:00. The fee that was charged is 30 EURO + VAT.

With regards to the reservation 1213983202, this has been booked by yourself on our website, but the Cartrawler email address was stored from your first rental with Sixt. Therefore the conformation would have been sent to them. I have now corrected this and the refund of 526.41 EURO will be available to your credit card within the next 5-7 working days. Apologies for this mistake.

I hope the above information is of use to you.

If I can be of further assistance, please do not hesitate to contact me.

Best regards

Scott Bray
Customer Service Agent

Customer Service Team

Sixt rent a car
Durrant House
47 Holywell Street
Chesterfield
Derbyshire
S41 7SJ
Tel: +44 1246 506 220
Fax: +44 1246 506 129
Internet: http://www.sixt.co.uk
Blog: http://www.sixtblog.co.uk

This transmission is intended solely for the addressee(s) and may be confidential. If you are not the named addressee, or if the message has been addressed to you in error, you must not read, disclose, reproduce, distribute or use this transmission. Please delete the message if you are not the intended recipient. Please delete the message or contact the sender. Delivery of this message to any person other than the named addressee is not intended in any way to waive confidentiality. Please note that neither Sixt Kenning Ltd nor Sixt Rent a Car nor the sender accept any responsibility for any viruses which may be transmitted and it is your responsibility to scan attachments (if any). Sixt Kenning Ltd, t/a Sixt rent a car, Durrant House, 47 Holywell Street, Chesterfield, Derbyshire, S41 7SJ. Registered in England No. 440897

——————————————————————————————————————–
Original E-Mail received at29.02.2012 14:01 – DE-5888638
———————————————————————————————————————

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Car Hire Comment from Abraham
Abraham wrote on 5 March 2012 at 5:54 pm   #  

My wife and I were recently on vacation in Jerusalem and rented a car through your site in order to do some site seeing. We were extremely unimpressed and disappointed with the customer service received at your Jerusalem office located at Mamilla Mall. On the site we were quoted one price and at time of rental they would not honor that price. In a highly tourist area it was quite shocking that none of the representatives could converse with us fluently in English to explain the situation. After an hour of back and forth it was finally explained that we needed to pay a foreign insurance fee, that was not listed on the website. this delay caused us to run behind schedule and accomplish all we had planned. After such an experience I do not plan to rent again or recommend your international services.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 7 March 2012 at 1:07 pm   #  

Hi Tom,

Thanks for posting on our blog. We really appreciate your feedback.
Scott replied to your e-mail this morning, I hope you are happy with Scott’s suggestion.

Please feel free to contact me directly if you have any further questions. My e-mail address is gary.coughlan@sixt.com

Gary – Customer Service Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 7 March 2012 at 7:27 pm   #  

Thanks for your post, it would be great if you could send me through some details so I can look into this for you.

My e-mail address is gary.coughlan@sixt.com

I look forward to hearing from you.

Gary – Customer Service Team

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Car Hire Comment from Abraham
Abraham wrote on 12 March 2012 at 5:24 pm   #  

I have emailed you the details and still have not gotten any response from you. I will dispute the charges on my credit card if the issue is not resolved.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 13 March 2012 at 7:05 pm   #  

Thank you for raising your concerns here on our blog. We are really sorry for the inconvenience and time lost at the start of your rental.

We like to offer our customers flexibility and therefore we can offer some bookings without insurances to allow you apply your own insurance cover through your credit card. This is in particular offered to our U.S and Canadian markets, however it is also possible that some insurances are not covered and are mandatory in Israel. I am still checking this detail with my colleagues.

However, I do not want to delay responding to your disappointment, I therefore hope you are happy with our suggestion sent to you in my e-mail earlier today.

Gary – Customer Service Team

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Car Hire Comment from Abraham
Abraham wrote on 18 March 2012 at 5:08 pm   #  

PLEASE CHECK YOUR EMAIL IMMEDIATELY.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 21 March 2012 at 12:19 pm   #  

Dear Mr Stern,

After investigating we found that the charges are correct, however we are refunding the insurances from Sixt U.K as a goodwill gesture. I have sent an e-mail to you, I just need your address. To protect your privacy, please do not publish your address here on our blog, please reply to the e-mail I sent to you.

I look forward to hearing from you.

Gary – Customer Service Team

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Car Hire Comment from Ian Boniface
Ian Boniface wrote on 30 March 2012 at 1:10 am   #  

In December 2012, I booked a Sixt hire car out of Stanstead through American Express. Without my knowledge or authority, my daughter’s boyfriend, who thought he was being helpful, called Sixt to amend the booking to Sixt London Battersea-Vauxhall. While it should not have done so without checking with me, Sixt not only changed the booking, but made the change by way of a cancellation of my booking and creating a new booking. The effect of this, which was not explained at the time, was that I ended up paying for the car hire twice, once with my Amex points, then again by credit card. Despite hours on the phone (I ended up wasting a day of my trip to the UK), I could not get any satisfaction from Sixt about getting my points or my money back. The car and service were great, but I am sure you will understand that I do not appreciate having to pay twice for one hire.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 4 April 2012 at 2:31 pm   #  

I agree with you, the cars are great, the service is great but but that is not reason to pay twice. Perhaps, the problem is that we couldn’t transfer the voucher, whatever the reason we’ll figure it out. Can you send me the reservation details to gary.coughlan@sixt.com

I look forward to hearing from you.

Gary – Customer Service Team

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Car Hire Comment from Aleksandar Trayanski
Aleksandar Trayanski wrote on 20 April 2012 at 8:30 pm   #  

Hi Gary,
I had great times with the car I rented from Sixt Manchester airport, everything was great for 5 days, at the last day I dropped the car at the same location bu because my flight was at 6:45 no one was at the receiving point and the office was closed a key drop box was there though. I left the car in the same condition as I picked it up, today I received an email stating that the car has two scratches(<5 cm) and a medium windscreen stone chip which I didn't notice and see and such chip is hard to be missed. And i don't know what to do now, the scratches MIGHT have happened while i left the car in public car parks but the windscreen chip I am a 100 percent sure that dint happened. What would you suggest me to do next.
Thanks

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 22 April 2012 at 10:05 pm   #  

We are extremely pleased that you had great times in the car during your car rental from our Manchester Airport location.

I’ll speak with my colleagues regarding the damage, in the mean time please forward the e-mail you received to gary.coughlan@sixt.com

Thanks again for your post.

Gary – Customer Service Team

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Car Hire Comment from Aleksandar Trayanski
Aleksandar Trayanski wrote on 23 April 2012 at 9:17 am   #  

Hi Gary,
thanks for the prompt reply, i have forwarded you the email. Thanks for your time.

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Car Hire Comment from Katie P
Katie P wrote on 24 April 2012 at 4:08 pm   #  

I arranged a rental car to be picked up from Manchester Piccadilly, however, their office was actually a 10-15 minute walk away which we had to do with very heavy bags! When we got their the Mr Grey who served us was very rude and threw the keys to a car at me and did not take me to the car (he expected me to know what a chevrolet aveo looked like)! When I sat in the driver’s seat I found it to be non-height adjustable and for someone my size this was more than an inconvenience as I could barely see over the car’s high dashboard. Upon notifying Mr Grey of this, he made no apology, took the keys off me then thrust another set of keys into my hand and said “here take that one”!

There have also been numerous hidden charges, one of which was taken out of my account a week after the rental agreement ended. I was also not told about the £250 deposit which would remain on my account for the duration of the rental, leaving me with absolutely no money! When I rang up to query this, I spoke to yet another very rude man who told me I would have to email the customer enquiries department who have never gotten back to me.

I will never be using this company again!

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 25 April 2012 at 4:41 pm   #  

Hi Katie,

I am sorry that our service did not meet with your expectations on this occasion.

The fact that the charges for Age Excess were not known to you is maybe a small misunderstanding as they were mentioned on the voucher you obtained when booking through an Agent. Please understand that this is not a Sixt voucher, we are not responsible for information printed on it but having seen it I believe this is clearly written.

Our Customer’s should always expect to receive the best Sixt welcome and the fact that you are disappointed with our service is sufficent for me to offer a refund of 50% of the valid Age Excess charge. I have detailed this to you in a seperate e-mail.

Once again, please accept my apologies, we are very grateful for and will follow up your feedback.

Gary – Customer Service Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 26 April 2012 at 6:27 pm   #  

We are happy to accept that you were not responsible for the damage and have now closed the file. Thank you for contacting us and please do get in touch with me directly the next time you need to book a car.

Gary – Customer Service Team

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Car Hire Comment from Aleksandar Trayanski
Aleksandar Trayanski wrote on 26 April 2012 at 6:29 pm   #  

Hi Gary,
Thank you for your professionalism regarding my case, that was a high standard customer service provided from world class company. Thanks again.

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Car Hire Comment from David Bonner
David Bonner wrote on 4 May 2012 at 10:07 pm   #  

I was shocked and horrified today when I received a letter from your German office referring in a matter of fact way to a ‘vehicle mentioned above that has been damaged during your rental.’ The date of the car rental was Dec 18 to 25 2011. I can assure you that there was NO damage to this car when it was returned. I checked the car thoroughly when I returned it. It was Christmas day, so there was only one of your employees anywhere to be found. He said that it was OK to leave the car as it looked fine.
How come your company is now writing to me over 4 MONTHS LATER demanding a ridiculous amount of money?? This is disgraceful treatment.

I have checked other reports on this blogsite and see that this kind of thing has happened to other customers. How can your company justify this behaviour? I am assuming this is yet another so-called error by your company and I therefore expect that this outrageous demand will be revoked – ideally in less than another 4 months.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 10 May 2012 at 6:24 pm   #  

Thank you for posting here on our blog.

In cases where new damage is discovered on a vehicle we aim to contact the hirer as soon as possible after the damage is recorded. I am unsure at this point why there was a delay in your case.

I will check the details with my colleagues in Germany and will be in touch with you very soon when I have received their answer.

Gary – Customer Service Team

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Car Hire Comment from Michal Tuma
Michal Tuma wrote on 24 June 2012 at 12:23 pm   #  

Hi Gary,

we used your rental services on Holiday in Rio de Janeiro, Brazil – Mar 22 to Apr 8 2012 and now after more than two months Sixt Sao Paulo charged me again without sending any note. Two payments has been withdrawed from my account two days ago – BRL 500.48 and BRL 160.00 and I don’t even know why. Maybe I didn’t get any notice because employees of Sixt Brazil don’t speak English so they can’t explain it – we have met three of them. Do you have any contact on Sixt Brazil (English speaking), because it can’t be found on the net.
Thanks
Michal

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 26 June 2012 at 4:20 pm   #  

Thank you for posting on our blog.

I’ll be more than happy to contact Brazil on your behalf. Please send me through your details to gary.coughlan@sixt.com

Gary – Customer Service Team

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Car Hire Comment from Kirsty Flinn
Kirsty Flinn wrote on 3 July 2012 at 10:38 pm   #  

Hi Gary,

I’ve noticed above that I’ve had a similar experience with being charged £32.40 a few weeks after I booked a vehicle from Edinburgh Airport, 8th June – 9th June. When I went to get the car, I was asked to look around the car for any damage, I noticed paint work damage to the bonnet immediately and it was noted on my receipt and Sixt’s copy. I returned the car full of petrol (having made a stop before returning it), it was looked over thoroughly and was told everything was ok. I then signed to acknowledge there was no damage or any other cause found that would show that it was unsatisfactory.

I don’t understand why I’m being charged? Please help! My reservation number is: 4238288026

Kirsty

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 4 July 2012 at 10:27 am   #  

Hi Kirsty,

Thank you for posting on our blog.

The charge of £32.40 is in relation to a Traffic offence incurred during your rental. To protect you privacy I will reply with the full detail to your e-mail address.

Gary – Customer Service Team

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Car Hire Comment from Mike Gicquel
Mike Gicquel wrote on 24 July 2012 at 12:05 am   #  

Some family members and myself hired a 9-seater vehicle from your Company at Paphos Airport Cyprus on 2nd June, and returned it on 9th June. Your booking reference was R001-0181002. The booking was made via a UK broker, Car Trawler, and their reference is CY252130450.

We were happy with the vehicle, and with your service, which was friendly and helpful. However there is one aspect which does cause me concern. Our understanding prior to arrival in Paphos was that the vehicle would have a full tank of petrol when we collected it, and that we were expected to return it with a full tank of petrol. This is an entirely fair arrangement, which we have encountered at many locations when hiring vehicles.

However at Paphos your agent advised that we needed to pay for a full tank of fuel upon collection (145 euros), and we should endeavour to return it empty. Moderate use of the vehicle during our stay resulted in it being returned about half full.

I would be grateful if you would confirm where in the terms and conditions was it specified that this vehicle had to be returned with an empty fuel tank?

I have since heard that Sixt offer either a “take full, return full” option, or a “Pre-pay” for a tank. However the first option was not offered to us.

I look forward to your reply as this will help me with my future vehicle hire bookings from SIXT.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 27 July 2012 at 12:35 pm   #  

Hi Mike,

Thank you for contacting us on our Blog. The booking you made was through Cartrawler direct with with our Franchisee in Cyprus. Typically when booking through a wholesaler / agent you are bound by the terms and conditions they have in place with the supplier. One common practice is that pre paid fuel is mandatory. What that mean is you pay for a full tank and return the vehicle empty with no refund for unused fuel. If this wasn’t clear to you when you placed the booking I would recommend that you contact the booking agent for their view on this.

If you do book direct with Sixt we operate a full to full policy meaning that you only pay for unused fuel, we found that this is what our customers prefer.

I hope this information helps.

Gary – Customer Service Team

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Car Hire Comment from Mike Gicquel
Mike Gicquel wrote on 29 July 2012 at 8:53 pm   #  

Many thanks for your reply, Gary.

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Car Hire Comment from Mr. LUI
Mr. LUI wrote on 9 September 2012 at 12:18 pm   #  

I hired a vehicle (PWMR) from 10 Aug 2012 to 18 Aug 2012 in Germany (pickup and return at Munich Airport). I would like to ask for your help on the following issues:

1. SIXT charged my credit card amount EUR 18.5 without any explanation (transaction date 4 Sep 2012);
2. SIXT damage team (Germany) asked me (thru email on 21 Aug 2012) to explain a damage that I have never done.

Or could you please kindly let me know the right party to contact as my attempts to communicate with SIXT went unanswered (I also sent an email to Gary on 24 Aug 2012).

I look forward to your reply. Thank you very much in advance!

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 10 September 2012 at 3:02 pm   #  

Dear Mr Lui,

Thank you for posting here on our blog.

I have provided details regarding the 18.50 Euro charge and I am also happy to help regarding the damage claim as per our e-mail correspondence earlier today.

Gary – Customer Service Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 11 September 2012 at 3:52 pm   #  

Hi Mr Lui,

I have confirmed by e-mail today that the damage charge has been cancelled.

I remain at your disposal if you need anything else.

Gary – Customer Service Team

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Car Hire Comment from larry hagedoren
larry hagedoren wrote on 22 September 2012 at 11:55 am   #  

Despite we made a reservation in may (PT254586060 / 4238009526), there was no car when we arrived at sixt portugal airport.
Staff from sixt.pt brought us to another car-rental company and promised us that sixt.pt would refund the price difference.
now two months lager, after several emails still no credit note received, still no refund received.

bad service

regards Larry

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Car Hire Comment from Paul
Paul wrote on 23 September 2012 at 1:34 pm   #  

Dear SIXT,
I would like to ask for your help with an issue I have with SIXT Italy. They charged E90 for late return of the car. The contractual drop off was for 3/8/2012 at 09:30. We left the car well before this time as our flight left at 10:35 that same day (have the tickets and proof from flightaware.com that it left on time). I sent five E-mails to SIXT Italy (to the same address they responded to before so it’s being checked) the last 14 days however have not received any response. I also had a complaint that the car wasn’t checked upon pick-up (not cleaned, no wiper fluids and there was a camera of the previous rentee in the car which I handed over to the SIXT employee on return). No response to this either. I was always very pleased with SIXT until this happened.
The reservation number was: 4238181798.
I hope you can assist. Many thanks, Paul

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 25 September 2012 at 2:30 pm   #  

Thank you for your post.

I have contacted my colleague in Portugal to request the refund between the two hires. I will let you know immediately when the refund is confirmed.

Please accept my sincere apologies that the reserved car was not available and for the delay in obtaining a refund for your out of pocket expense.

I will do all that I can to expedite the refund.

Gary – Customer Service Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 27 September 2012 at 2:29 pm   #  

Hi Larry,

My colleague Marisa has sent you an e-mail today to confirm that the refund will be processed by their bank tomorrow.

Please let me know if you need any further assistance.

Gary – Customer Service Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 27 September 2012 at 2:51 pm   #  

Thank you for your post and apologies for the billing error.

I noticed that my colleague Cathleen from our Customer Service in Rostock is already handling your feedback, I guess you must have contacted them as they have already requested a credit for the extra day, I will leave this with them so as not to confuse matters.

Please get in touch if you need any help.

Gary – Csutomer Service Team

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Car Hire Comment from Jayden
Jayden wrote on 2 October 2012 at 9:47 pm   #  

Dear Gary,

I want to write to you and let you know of the outrageous experience I have had with SixT Iceland.

My wife and I attempted to rent a car from SixT in Iceland earlier this year to spend some time seeing the sites with her little brother. When we arrived to pick up the car no one was present to process our reservation so that we could begin our itinerary as planned. Even though I called the on-call number taped on the office window, the employee ‘on-call’ refused to come in and process our car, and that we had to wait until the morning – we were WITHIN said trading hours, by the way. Finding ourselves stranded, we had to find a hotel and stay overnight until morning. In the morning, we arrived at the SixT office and an employee tried to charge us more than what we reserved the car for by about $100USD, and only relented when I presented a print out of my reservation. I purchased the best insurance SixT offered [to be safe against anything unexpected happening], and the employee said “This covers you for any damages. It’s our full coverage, and you’re protected against any damage.” This is the policy I always purchase, because it helps me sleep at night knowing we’re safe and in the clear.

On we went in a nice car, and we enjoyed a few days getting around town – albeit, still puzzled by the unusually bad service at SixT, in context to the dozens of times I’ve rented a car around the world. We had a completely incident free journey, with no accidents or mishaps whatsoever.

When I returned the car in perfect shape [ahead of time], and in bright daylight, an employee inspected the vehicle for a few minutes [I watched him look the car over thoroughly] and he said “Everything looks great! Absolutely fine. We don’t need anything else from you, sir.” I said I’d like to sign the drop-off form, and he said it wasn’t necessary and not something they usually require customers to do. I pressed the matter, but he was very matter-of-fact about it. So, needing to make a flight I went to the airport to check-in.

A few weeks later, on a completely different leg of our trip, our credit card stopped working in the middle of nowhere, and I got a notification from my bank saying we are thousands of dollars overcharged. Fearing that we were victims of fraud, we checked our statement online as soon as we could and discovered a charge had been made by SixT on my credit card for EUR 6196.34 [approximately $8000USD]. YES, YOU READ THAT RIGHT FOLKS! The charge is for ‘sandstorm damage to the front and right side of the vehicle’. The itemized list includes a full paint job, spare parts, loss of use charge and processing fee! We have absolutely no recollection of ANY incident occurring, let alone something like this – plus, being of a topical description, wouldn’t you think the SixT employee who inspected the car would have noticed EUR 6196.34 worth of damage to the vehicle in bright daylight?? Furthermore, I requested information from SixT to support the claim and they said, ‘your insurance does not cover this damage’. So, I was also mislead about the nature of what I was purchasing for insurance? Even so, no such damaging incident even occurred on our journey! SixT even had the nerve to send me photographs of the car showing absolutely NO damage – NOTHING! A perfectly good looking car with no damage. Shiny windows, shiny paint, no dents, scratches, missing panels, smashed, cracked, tarnished or broken ANYTHING – absolutely nothing visibly wrong with the car, but I am supposed to believe it is ‘evidence’ of EUR 6196.34 worth of damage?! The car appears in these photos as it did the day I picked it up at the beginning of my journey in Iceland, which is the exact condition I dropped it off in. Also, the photographs are taken 2 days after I dropped it off. SixT even had the nerve to send me a copy of the very drop-off sheet I had requested to sign, but one that is signed and filled out by the manager with no signature from me [because I was denied a chance!] – if they had the drop-off sheet, why did they persist in denying me access to it so that I could sign it according to what the inspector had observed when he said “Everything looks great! Absolutely fine. We don’t need anything else from you, sir.”

This is so outrageous, I can hardly contain myself. Are you serious?? Is SixT really capable of such extreme and baseless claims? I am so outraged by this – it is clearly a case of blatant criminal activity. Gary, what is your explanation for this? I would really like you to do something about this, as I am just about to start really telling the truth about this company every chance I can get. I left a victim, and I was never a valued customer. I am extremely disappointed and quite frankly will never do business with SixT anywhere ever again. Seeing as I travel 7 months of every year, I will be sure to avoid SixT as will my friends and colleagues. It is an outrage.

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Car Hire Comment from Larry
Larry wrote on 11 October 2012 at 8:59 am   #  

hi gary,

in the mean time, I received a refund.
But it”s still unclear how they calculated this amount.
I asked already two times to explain how they came to this amount.
but never had any answer from sixt.portugal

greetings Larry

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Car Hire Comment from J. Wicks
J. Wicks wrote on 30 October 2012 at 5:01 pm   #  

Hi, I used Sixt for the first time back in August when I went to Montpellier. I handed the car back with no damage and in perfect condition. Then this week I checked my credit card and £19.80 had been taken from it by sixt. I had not received any emails, letters, phone calls from them to tell me why. I have emailed in and got a response in German and French but when you translate the email it does not answer any of my questions! How can you take money from someone’s account without telling them or explaining why first of all? It feels like complete abuse of having my credit card details on recording and a little too easy for you to do this without calling first of all. As you can image I am not happy about this and find it very poor from a business and customer service prospective and feel that i though now cancel my credit card in case Sixt decide to suddenly take more money from my account!

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 2 November 2012 at 5:27 pm   #  

Thank you for posting on our blog.

I can see from our records that the Customer Service Team in France have replied today with an explanation about the charge. Please let me know if you need any further assistance.

Gary – Customer Service Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 2 November 2012 at 5:54 pm   #  

Hi Jayden,

I need to have the reservation details from you so that I can help. I have sent you an e-mail, please can you reply.

Gary – Customer Service Team

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Car Hire Comment from Sobebul
Sobebul wrote on 20 November 2012 at 1:18 pm   #  

hi i recently hired a car from sixt and i returned it last friday, i was just wondering how long it takes for my deposit to be returned? can someone help me

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 22 November 2012 at 12:25 pm   #  

Sure we can help. I will send you an e-mail to obtain some details.

Gary – Customer Service Team

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Car Hire Comment from Paul Flood
Paul Flood wrote on 16 December 2012 at 10:28 pm   #  

It seems that our booking has been changed so that the excess on loss damage waiver and theft protection has now an excess of 350 euros when originally at the time of booking it was 0.00 euros. When would we have found this out – at the time of picking up the car like a lot of our friends, who were charged extra insurance to cover the excess or they were not allowed to take the car. I have two confirmation slips one at the time of booking with 0.00 excess and one just printed from the site (from my sixt under my reservation) with 350 Euros excess. No notification by email so I guess this would have been a nasty surprise in Malaga on the 31st Dec.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 27 December 2012 at 3:28 pm   #  

Hi Paul,

I would like to take a look at this. Please can you send me the reservation details, an e-mail from me will follow shortly, please reply to the e-mail in order to protect your privacy.

Of course, an agreement is an agreement and should not be changed. I will check for any misunderstanding.

I look forward to hearing from you.

Gary – Customer Service Team

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Car Hire Comment from Ian Boniface
Ian Boniface wrote on 9 January 2013 at 5:49 am   #  

Hi Gary, I first wrote to Sixt about a double payment, via this blog, back on the 30th of March 2012, at 1:10am (see above). While we eventually received a refund (credited to my credit card account) back in July 2012, Sixt then charged the amount to us again, plus a small amount of fees, in August 2012. So now, not only are we back to having paid twice, we have had insult added to injury by the addition of fees. While I have emailed you 4 times since then (October, November and twice in December), we have still not received a refund of the overpayment plus fees.
When you first responded, you raised our hopes that this matter would be dealt with promptly and efficiently. Well a year has passed since we double paid, and we are still out of pocket.
You leave us no option but to contact our credit card company and challenge the debiting of our account in August 2012.

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Car Hire Comment from jonathan darcy
jonathan darcy wrote on 3 February 2013 at 1:27 am   #  

Hired a car for one day from earls court. agreed price all up incl full ins cover 80 pounds [plus fuel]. credit card stmt has come in – guess what the charge is? nope not 80 pounds. 238.94 pounds would you believe. nice one SIX T!

Can I say more? well not at this stage because SIX T has not told me anything or sent me any paperwork. But I’m looking fwd to updating this blog soon as i get something more to say and I rather fancy it’s not going to get any better – unfortunately.

over to you SIX T

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Car Hire Comment from Charlotte Scheggia
Charlotte Scheggia wrote on 4 February 2013 at 1:51 pm   #  

Hi Jonathan,

Thank you for commenting on our blog.

Please can you e-mail the reservation number to gary.coughlan@sixt.com

I will be more than happy to check the details.

Gary – Customer Service Team

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Car Hire Comment from Anthony Collyer
Anthony Collyer wrote on 2 March 2013 at 1:13 pm   #  

Dear Sixt
I frequently rent vans from yourselves. I have one big issue — when I return a vehicle and it has been checked by your staff to be free from damage please could you allow your checking to staff to issue written confirmation of the fact. It is ridiculous to wait at the check in counter again (and even then all they can do is print a copy of the invoice). If small supermarket style printers are beyond the budget of Sixt please could I be sent a text confirming the undamaged return of the vehicle?
Yours etc

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 7 March 2013 at 2:49 pm   #  

Hi Anthony,

Thank you for your insight and your suggestions to improve our service. I will pass this on to our Quality Management Team.

Best regards
Gary

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Car Hire Comment from Antonio Brown Sansevero
Antonio Brown Sansevero wrote on 28 May 2013 at 4:26 pm   #  

Dear Mr Coughlan

My wife had an extremely bad service in Sāo Paulo.

To whom shall I complain?

Best regards

Brown
+34 91 6305132

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 31 May 2013 at 10:49 am   #  

Hi Brown,

I am very sorry to hear of your experience. Please forward your details to gary.coughlan@sixt.com and I will take a look at this for you.

Many thanks, Gary

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Car Hire Comment from D Bolton
D Bolton wrote on 11 June 2013 at 11:49 am   #  

Just thought that I’d add my name to the long list of people that have had their issues resolved by Gary Coughlan at Sixt customer services.

Thanks again for your time.

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Car Hire Comment from Jeremy Bassett
Jeremy Bassett wrote on 20 June 2013 at 10:26 am   #  

Hi
I had a reservation for a17 seater mini from Gatwick,on arrival was told that the vehicle had been involved in a accident and there no other 17 seaters available,the alternative offered was two 7 seater and a saloon car.
I was travelleling with a party of school children and the only driver so this was not acceptable, the assistant informed me that there was nothing else available and that my reservation would be cancelled and money (£306.94) refunded.
Atfer a frantic hour on the phone we managed to hire a 17 seater from a local dealer, cost £427.10.
Will Sixt refund the extra £111 we had to pay seeing they could not provide a replacement vehicle?

Regards

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Car Hire Comment from Matthew Horsfield
Matthew Horsfield wrote on 21 June 2013 at 4:24 pm   #  

Hi Jeremy, I have sent you an email and look forward to your feedback.

Many thanks, Matt

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Car Hire Comment from mike
mike wrote on 9 September 2013 at 2:21 am   #  

I recently hired a VW Caddy from your Bow branch and was a little bit annoyed with the service. The attendant took my debit card and told me he would process the payment as if it were a credit card. Something I failed to understand. He then typed my card number in to the computer and after a few seconds informed me that he had taken my payment but also frozen a sizeable amount for deposit purposes. He did not tell me he was doing this, did not require a PIN number and when I explained that he had literally wiped out all of my cash, causing me to have no money, he could only offer to cancel the service. He kept asking if I wanted to cancel the service, which still wouldn’t resolve the issue as the money would not be ‘unfrozen’ for 3-4 working days. He then escorted me to the vehicle and told me I had to top up the diesel before returning it! Even though he had just taken every last bit of cash I had! ( bar 79p ). He told me that all of this was in the terms and conditions when I booked on the internet, which I actually didn’t do, I made the reservation by phone and not once was any of this mentioned. So now Sixt get to have my cash maturing in their account for three to four days while I have to borrow money to be able to eat, all the time patiently waiting for money caught up in this policy which seems worryingly insecure, having required no PIN or EVEN my verbal consent. I worry that I have been conned in some way.

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Car Hire Comment from Thomas Gammon
Thomas Gammon wrote on 9 September 2013 at 4:26 pm   #  

Hi Mike,

I have sent you an email to confirm some details. I’d be more than happy to take a look.

I look forward to hearing from you.

Many thanks,

Tom

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Car Hire Comment from D Vyas
D Vyas wrote on 10 September 2013 at 4:12 pm   #  

Hey,
I had booked and collected a car rental at Stansted Airport branch on 29th Aug 13 for one day at the cost of £332.92 which included the £250 deposit. As I was unable to return the vehicle the following day I decided to extend the rental for an additional day. I called the Stansted branch to confirm if this was possible which they agreed to but due to the payment I had made on the previous day was using a debit card, I had to visit the nearest Sixt branch to me which was at Heathrow Airport. There they kindly extended the rental for an extra day and requested payment for £75.71 which I did so with my debit card. The following day prior to the return, I fully refuelled, cleaned and inspected the car before handing it back. When handing the keys over to the person working at the Sixt desk that evening, I asked whether they wanted to inspect the vehicle to which I was told that it was not necessary.

So far things have been smooth but I wanted to know how long is the deposit held on for as its been over a week since returning the car?

Regards,

D Vyas

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Car Hire Comment from Thomas Gammon
Thomas Gammon wrote on 12 September 2013 at 10:35 am   #  

Hi Mr. Vyas,

Thank you for your comment.

I have sent you an email to confirm some information, I am more than happy to check the details for you and see what the status is with your deposit.

Many thanks,

Tom

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Car Hire Comment from Ants Heinsaar
Ants Heinsaar wrote on 14 October 2013 at 8:47 am   #  

Hi,
I would also like to know how long is the deposit held on for? In my case it’s been almost 2 weeks since returning the car? I hired a car on 30.09.13 from Venezia airport and returned car on 02.10.13 to Bergamo airport. On the 30.09.13 Sixt froze 719,26 euros from my bank account. On the 07.10.13 Sixt took 219,26 euros from my bank account but this 719,26 euro booking is still up. 719,26=219,26 (car rental price) + 500 (deposit). As Sixt has already taken 219,26 euros from my bank account i hope that all that 719,26 euros will be released soon. Should i write somewhere else to get a confirmation that all 719,26eur will be given back to me?

Regards,

A. Heinsaar

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Car Hire Comment from Thomas Gammon
Thomas Gammon wrote on 14 October 2013 at 2:36 pm   #  

Hi Ants,

Thank you for your post.

I have sent you an email addressing your query. Please feel free to contact me if you have any further questions.

Many thanks,

Tom

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Car Hire Comment from Ants Heinsaar
Ants Heinsaar wrote on 15 October 2013 at 6:03 am   #  

Hi Thomas,

This booking has been cleared.
Thank you!

Ants

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Car Hire Comment from Mohammed Rahman
Mohammed Rahman wrote on 27 October 2013 at 2:24 am   #  

Do not hire a car with Sixt ever. I am very disappointed by the rude service I received and also I have been robbed of £408.72 for damages THAT WERENT CAUSED BY ME. I recently hired a Corsa from Sixt and picked it up from the London Kings Cross Branch. I inspected the car for damages to match it against the receipt printed out by the staff member. I noticed a few extra damages that weren’t on the receipt printed out by the staff member. I told the staff member to add these damages on prior to me taking out the car. He told me he would add the damages onto their system and I could drive off. I had few eye witnesses at the scene who can confirm these damages were already there. The damages that were on the car were the following:

Scratch on the rear bumper, driver side
Internal dent on the rear bumper, driver side

When it came to the end of my rental period I went to return the car to the London Bow branch. Firstly they didn’t let me into the car park saying the car is not from their branch and I cannot return it here even though the receipt clearly stated the return location is London Bow. After a couple of minutes they decided to let me in. They came and inspected the car and they told me they have spotted ‘new’ damages. These so called ‘new’ damages happen to be exactly the same ones I spotted prior to me taking out the car. It appeared the staff at Kings Cross lied to me and didn’t record these damages when I told them to. It seems as if they purposely left it out so they could charge me for these damages. The staff at the Bow branch dismissed my claims implying that I am the liar and I caused the damages. The staff then wouldn’t let me go without signing and acknowledging these damages which I WASN’T RESPONSIBLE FOR. There was no manager around which I could even speak to.

A few days later I received a email from SIxt saying they discovered ‘new’ damages. They said the vehicle would shortly be estimated for repair and they would contact me to confirm the cost.

THIEVES! I REPEAT THIEVES. The thieves took £408.72 out of my credit card account without contacting me, without my consent and for DAMAGES THAT I DID NOT CAUSE. I have been conned and robbed.

I contacted the claims department who were absolutely rubbish and no help at all. Instead they were trying to imply I was a ‘liar’ because I said I had pictures and they responded saying those pictures could have been taken after I took the car out.

If no one contacts me regarding this matter I can assure you I will be taking SIxt to court for theft and fraudulent behaviour and I will recover the £408.72 which has been robbed from me. I am not paying for damages which I have not caused. Had I caused the damages I would happily pay but in this circumstance I am in the right. I returned the car in the exact same way as I received it. I will not be held responsible because the staff at Sixt are careless and conniving.

They even gave out a 2.0 litre Vauxhall Astra on hire to a 19 year old in front of my own eyes. Their own terms and condition states that the minimum age for that car is 23 yet they gave it out. So now you can see who is exactly in the wrong. The staff are clearly not doing a proper job and are providing an unpleasant experience. This applies to both the staff at Bow and Kings Cross. If you do not believe me feel free to check your own CCTV footage and match it against the comments which I have made.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 28 October 2013 at 10:28 am   #  

Thank you for commenting on our blog.

I will discuss your feedback with the damage handler responsible for your damage claim and will report back to you on our findings at the earliest opportunity.

Best regards, Gary

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Car Hire Comment from Sharon
Sharon wrote on 1 November 2013 at 4:44 pm   #  

Hi

I hired a vehicle from Dublin on behalf of a colleague for him and another colleague to drive to a town in the south and back (168km away). The car failed on the return journey and my colleagues were left stranded on the side of the road for 2 hours because they were told to stay with the car whilst Sixt sent a recovery vehicle. The result was them missing their flight back to London and having to rebook at huge expense. When the recovery team arrived they were told to jump in a taxi and Sixt would pay for it at the Dublin depot. On arrival at the depot they were rudely dealt with and the manager refused to pay for the taxi or refund the deposit for the car.

I called Sixt to try and expedite these things to try and avoid missing the flights but I was dealt with by a very rude person who clearly couldnt care less if they didn’t make their flight.

My colleague has subsequently had some random amounts of money taken off his card without explanation and after a lot of attempts, I finally got some communication from Sixt informing me that the clutch had been damaged by driver error and they would be charging my colleague accordingly. No evidence was attached and no consideration was given to the details of the hire including that my colleague drives a manual car regularly.

I find it incredibly poor practice to:
* deduct amounts of the customer card without any information as to what it was for
* leave customers on the side of the road in full knowledge that they are missing their flights which they could have made if they had been allowed to leave the car
* claim driver error without giving any proofs or allowing the customer to involve his own mechanic
* treat customers with no respect and treat them rudely.

I have hired cars throughout Europe for years and I have always enjoyed the generally excellent customer service. Sixt should not be in the service industry. They are appalling and unprofessional. I would warn everyone away from this awful company.

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Car Hire Comment from Thomas Gammon
Thomas Gammon wrote on 6 November 2013 at 2:37 pm   #  

Hi Sharon,

Thank you for your comment.

I have sent you an email to confirm a few details in order to assist you.

Many thanks,

Tom

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Car Hire Comment from Trev
Trev wrote on 22 December 2013 at 7:54 am   #  

Hi
I recently hired a car from sixt Heathrow for a funeral in England. 6/12/13 to 13/12/13
I picked the car up no issues and had the car for the week with no issues apart from it smelt of tobacco. I don’t smoke so is was a touch annoying.
I did mention this to the people at the sixt site.
I returned the car on time and yes it was empty of fuel when I drove back. I had run out of English money at the time and seeing as the Heathrow site is connected to the petrol station I decided to let you guys fill it up for me. I mentioned this to the guy i gave the car back to and he didn’t seem to have a problem at all with this. I knew this would be a slightly higher charge but a week later and look what happened.

A £168.54 charge for fuel!!!!

What fuel do you guys use? Kryptonite or pure gold?

It was only an little Astra so the fuel tank could never hold that amount of petrol and it’s not like you had to go far to fill it up. The entrance to the site was actually past the petrol pumps next door.

Be real Sixt and not charge over £150 to fill a small car up.

Please help me out here and let’s come to a realistic fuel price. This is daylight robbery.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 2 January 2014 at 4:29 pm   #  

Thank you for commenting on our blog.

I am sorry for the delayin publishing your comment.
As you had also commented on our Facebook page we have already replied and resolved query.

However, if there’s anything further we can do for you please feel free to get in touch.

Best regards
Gary

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Car Hire Comment from Pooja Shah
Pooja Shah wrote on 5 March 2014 at 10:17 pm   #  

Hi,

In January I rented a car from Sixt Heathrow a second time after a slightly troublesome first experience, assuming the first experience was an exception and decided to give Sixt another chance. However, I have to say that my second experience was even worse.

Upon return of the vehicle, we were informed by your staff member that there was a scratch on the bumper of the driver’s side. Having carefully inspected the vehicle when it was obtained, we noted this scratch. Our signed rental agreement also notes this scratch on the driver’s side. We mentioned this to your staff member when the car was returned and stressed that this scratch was pre-existing. He accepted our submission and asked us to sign a statement on his mobile device, stating that we had returned the car and that we disputed the fact that the scratch was caused by us. We requested a copy of this statement, but were informed that we could not obtain the same, as the signing had to be done on a mobile device. Please refer to your CCTV recording, should you need any evidence of both me inspecting the car prior to the rental and also my discussion with your staff member upon return.

A week after the rental, I received an email from your damage department informing us that we acknowledged that new damage occurred to the vehicle whilst it was in our care. We strongly dispute this and confirm that there was no acknowledgement on our part. In fact, the opposite is true, where we expressly stressed to your staff member that the damage was pre-existing, and this was accepted by him.

As mentioned earlier, this is the second time we have rented a vehicle from Sixt and we are disappointed to report that this is not the first time that there has been a “mess up”. The last time, we were charged for extra mileage that was never done. When we contacted you, the staff apologised and blamed it on a system error and swiftly cleared it. However, the fact that such an incident has repeated itself makes matters rather unsavoury, especially since I showed the photographs provided by Sixt to a couple of local garages who estimate the cost of repairs would be in the region of £60-£80 rather than the £393 quoted by you.

After a couple of emails with your damages team, the most recent reply from Sixt staff exhibits deplorable behaviour and has left me disgusted. The language and threat of legal action in the email has infuriated me, especially after repeatedly explaining that the error was due to your staff.

Please could you look into this and help clear the matter? Thank you.

Kind Regards,
Pooja

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Car Hire Comment from Louise Housley
Louise Housley wrote on 6 March 2014 at 9:59 am   #  

Hi Pooja.

We are sorry to hear of this recent experience. I have found your rental details and have begun an investigation into your comments with our Claims Department. As I need to verify a few details with yourself I shall contact you via personal email and shall keep you updated throughout the process.

I hope this meet your approval.

Best regards, Louise.

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Car Hire Comment from Pooja Shah
Pooja Shah wrote on 6 March 2014 at 6:52 pm   #  

Dear Louise,

Thank you for your reply. To be perfectly honest, I had quite high hopes from you regarding the clarification of this situation. However, I must say I am let down yet again and am quite disappointed by the level of investigation apparently carried out.

As I mentioned in my blog post and in my communications with the damages team the scratch was pre-existing on the front bumper (please feel free to refer to CCTV recordings for reference).

Frankly, I am quite tired of liaising with Sixt on this matter and would like to resolve this as quickly as possible. It is costing me way too much time and effort to keep getting back to you, therefore, I have checked with the official Fiat showroom in Hounslow and also a couple of local garages how much it would cost to fix the scratch (pictures of which were provided by you from our earlier correspondence). Several garages are willing to do it from £60 upwards with the most expensive quote being from the official Fiat showroom for £150. Therefore, could you explain to me why the quote provided by you is so significantly inflated?

The reason I was hoping you would assist further is because a member of the damage department has been highly unreasonable in his correspondence and his choice of language and threatening nature is completely unacceptable.

I look forward to hearing from you further.

Kind Regards,
Pooja Shah

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Car Hire Comment from Louise Housley
Louise Housley wrote on 7 March 2014 at 2:11 pm   #  

Hi Pooja,

Please understand we are sincerely sorry to hear of your disappointment after our initial investigation of your query.

Your comments have been escalated through to our Claims Department Manager who will contact you directly in due course.

I hope this action meets your approval and please do not hesitate to contact us should you have any further questions.

Best regards, Louise.

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Car Hire Comment from Dan Holmes
Dan Holmes wrote on 26 March 2014 at 1:29 pm   #  

Hi

I recently rented a car from Zurich airport. The collection of the car was very smooth and the sixt staff were very helpful when collecting the car and my overall experience of sixt as a hire company was very positive.

I have however just received a letter stating there is a chip on the widescreen and requesting information regarding the “accident” that caused the chip. The mark shown in the photo is extremely small (you can only just see it in the extreme close up photo and not in the other 2) and I do not know when this mark appeared. I was certainly not aware of any incident that may have caused the mark to appear when the car was in my possession so i’m really not sure how i can fill out this form. Please see details below, any help much appreciated.

Driver : HOLMES DANIEL

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Car Hire Comment from Louise Housley
Louise Housley wrote on 26 March 2014 at 1:55 pm   #  

Hi Dan,

Thank you for your post.

I have made a note of your rental information and can confirm that I have already requested further information from our team in Switzerland regarding this matter.

I have asked that they reply as soon as possible with as much information as they can to answer your query. I will be sure to keep you updated throughout the process.

I must advise that due to your own personal data protection I have edited your post to remove the rental details you have provided.

I hope this action meets your approval and if you have any questions in the meantime please do not hesitate to contact me.

Best regards, Louise

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Car Hire Comment from Michaela Saunders
Michaela Saunders wrote on 17 April 2014 at 9:47 am   #  

Hi
I hired a skoda citigo sal from Hatton Cross branch on 09.04.2014 , I needed the car beacase of a family emergency.
I had it for 3 days , I drove a total of 40 miles on short local trips , before returning I refuelled the car , the bill came to £7.55 for 5.68 litres . This car should get approx 30 miles per litre, I’ve now been told( by sixt staff member) short journeys use more fuel ??
Upon returning the car it was inspected, the man was determined to find damage on the car and guess what ? He did !! He said ” mmm small chip, must have been the motorway driving , sign this to say you’ve bought the car back”. WHAT ? I’d only done local journeys and not driven over 34 mph .
I went into the office , to be told the car needs to be assessed ?!?! The chip( if it can be called that) was the size of a pinhead .
My husband at this point came in , he’d overheard the man outside laughing and joking with a colleague saying “look at her, another one” .very unprofessional
As we were leaving the next vehicle was being inspected and it too had a chip in EXACTLY the same place !!!!!!!
Now I have been emailed saying that the chip (?) is being assessed to see if it can be repaired , if not , the whole windscreen will have to be replaced and sixt can take out ANY amount of money at ANY time from my account.
So not only do I have the worry of a family member being seriously ill I, I have the added worry of a claim for damage that I did NOT do .
I will not use or recommend sixt in the future

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Car Hire Comment from Louise Housley
Louise Housley wrote on 17 April 2014 at 11:23 am   #  

Hi Michaela,

Thank you for your message. I have just sent you an email.

Please be assured that we are looking into your query and doing what we can to resolve the issue. Our claims handler is also chasing the issue and will revert back you as soon as possible.

Best regards, Louise

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Car Hire Comment from William Heslin
William Heslin wrote on 14 May 2014 at 12:02 am   #  

Hello,

I recently rented a car (May 5, 2014) through Sixt while traveling abroad in Germany. I picked the car up at the Munich Central Train Station branch and had pre-paid for the rental before arriving. The total paid for a one day rental was £55.80. The process of picking up the car was quick and easy. The next day, I saw a charge of ~210 USD and assumed that it was for the deposit on the car (I wasn’t directly informed, but checked the paperwork and receipt I had, the total deposit was £150). I went back to the same branch the next day to confirm that the charge would be removed, since it was still listed on my card as pending. I checked back in the following days only to find that the charge has cleared at $196.64. I’m having trouble figuring out who I need to contact to figure out why I was charged this amount and if it can be removed. I am back in the U.S. now; will I have to call the Munich branch that I picked the car up from to have this resolved or at least be provided with an answer as to why the deposit charge cleared? I’ve also e-mailed customerservice-usa(at)sixt.com but have yet to hear a response. Thanks for your time; hopefully you can point me in the right direction toward getting this resolved.

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Car Hire Comment from Louise Housley
Louise Housley wrote on 14 May 2014 at 8:59 am   #  

Hi William,

I have found your rental details and will begin looking into your query. Once I have the information I require I shall contact you directly via a separate email. I hope this meets your approval.

Best regards, Louise.

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Car Hire Comment from Roger
Roger wrote on 15 May 2014 at 7:37 pm   #  

I have recently been very disappointed by the team at Sixt. I rented a car from them which had noted prior damage of two scratched rims. A few days after returning the car, they sent me a photo of a superficially scratched rim (supposedly on the other side of the car, although this was not clear from the photo) asking for how this happened. I am fairly certain I didn’t cause such damage and informed them as such. About 4 weeks later, I receive a demand for payment for nearly 400CHF, of which 225CHF was an estimate of the cost to repair the damage, the rest being an admin and loss of use charge (1 day).

In order to assess the reasonableness of this charge, I sent the picture they supplied to a London-based mechanic and obtained a quote for £75 for the rim repair (about 110CHF). I sent this quote to the Sixt damage team, at the same time querying when the damage was caused, asking for the invoice for the repair and protesting the loss of use cost on the grounds that the damage is superficial and in addition to existing damage that they have acknowledged. It is difficult to believe that such damage could cost Sixt anything like the amount they have requested to make good.

I received the following response:

these are aluminium rims and no hubecaps.
We kindly ask you again for payment!
Best regards

I think you’ll agree that this is not an acceptable reply and is very dismissive of my concerns; in fact it barely acknowledges any of the points I raised in my original email. [The quote I obtained was for Alloy wheel full factory refurbishment]. I responded by repeating my request for information, and am awaiting a reply.

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Car Hire Comment from Louise Housley
Louise Housley wrote on 16 May 2014 at 8:20 am   #  

Hi Roger.

Please accept my apologies for the situation you have found yourself in. I will be more than happy to take a look into this further for you but do require some additional rental information. I shall contact you via direct email and once I have received the information I need, I will begin the investigation with the team in Switzerland.

I hope this meets your approval.

Best regards, Louise.

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Car Hire Comment from Gabor Darvas
Gabor Darvas wrote on 22 May 2014 at 8:39 pm   #  

Dear Gary!
From 14. May till 18. May we were at Barcelona and spent a fantastic time there, this story became to a nightmare thanks for Sixt Car Rental Company.

As usual our journeys, we reserved and rented a car for some days, in this case we choosen Sixt. Shortly, there was no problem with a car, but a very serious problem our belonging. Our plane back to Budapest, on Sunday, taken off at 6:55 AM, and Sixt opening time begins at 7 o’clock at that morning, therefore we had to put the key to the safety box. We were on a hurry and accidentally we have left our brand new and expensive digital camera (Nikon 1J2 KIT with a case) at the rented Opel Corsa, but we hadn’t got any time to wait for the opening because our plane had left Barcelona till that time. And all of the pictures taken at Barcelona also there…

3 hours later, from Budapest we wrote an e-mail to the local Sixt (ap7277@sixt.com) and of course to Sixt Spain (espana@sixt.com) and waiting the answer how we can get back our camera. We got only 1-1 answer to our mails, the point is no camera at all, it has disappeared, or – more likely – it had stolen by a guy who checked the car at Sixt! I and my wife knows, that we have left the camera at the car and there’s no miracles.

Here some rental information:
• car type: Opel Corsa
• return address: Terminal 1+2 Llegadas, 08820, El Prat Airport, Barcelona
• return time: 18. May, 6:22 AM
• car registration number: 7488HVJ

We had got only a very short message, that no found anything at the car (you can see below)!
It is unacceptable!
We would like to ask some help to investigate deeper the situation and find the responsible and find our digital camera, this is our last hope!

Waiting for your answer, and thank you in advance,
BR,Gabor Darvas, Budapest, Hungary

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Car Hire Comment from Louise Housley
Louise Housley wrote on 23 May 2014 at 9:50 am   #  

Good Morning,

Thank you for your post and also the recent email you sent. I can confirm that Gary has passed this onto myself to look into. I shall contact our team in Spain and respond to you directly via reply to your email.

Please note I have edited your post to remove the reservation number due to data protection.

I hope this meets your approval and if you require anything in the meantime please let me know.

Many thanks, Louise.

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Car Hire Comment from K MacLennan
K MacLennan wrote on 7 July 2014 at 10:09 am   #  

I recently rented a car at Verona airport. The agent at the airport confirmed everything was fine with the car when I handed it back and told me the deposit would be paid back to me within 24 hours.

However it is still not available to me 6 days later.

I called Sixt Customer Services in the UK who took a note of the rental number and my email address and told me they would email me with more information but unfortunately I have heard nothing further from them either.

This is not customer service- I feel like the agent who answered my call has just fobbed me off.

Please can you look into this? I’d like my 500 Euros back…

Regards,

K MacLennan

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Car Hire Comment from Louise Housley
Louise Housley wrote on 14 July 2014 at 2:27 pm   #  

Hi Mr. MacLennan,

I have just sent you an email regarding your post. If you can reply to the email with further details I will be more than happy to look into this for you.

Kind regards, Louise.

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