Sixt goes the extra mile…

3 Jun 2010 by Matthew Fransioli     
Filed under: Customer Service     Tags: , ,

white_black_mediumAt Sixt we pride ourselves in taking extra measures to ensure our customers have a pleasant and relaxed experience when renting with us. Service quality and a strong service mentality are core values for all members of Sixt staff across the entire company.

An example of the extra steps Sixt staff are willing to take was highlighted in a recent case experienced by Mr De Graaf, a customer at our Stansted Airport branch. After returning his hire car Mr De Graaf realised he had left his GPS system in the vehicle but as he was already en route back to the US it was too late to go back to the location. However there was no need to worry as the GPS was soon back with him thanks to Anja Nowak, from the Sixt Stansted team, who personally arranged for the item to be returned using the best value delivery service.

Below are some extracts from Mr De Graaf’s kind letter acknowledging Anja’s exemplary service.

I want you to know you have an exceptional employee at your office at Stansted Airport, UK  – Anja Nowak.  She performed an act of  such unusual honesty and kindness that I think you should know.

On May  10 I  returned my  Sixt  rental  car  at Stansted  airport. Boarding my Ryanair flight to Perugia, Italy  I  rummaged  through  my  carryon  but  could  not  find  my  trusty  old  Garmin GPSMap76 that I’d  intended to use to monitor the flight’s Progress.  A thorough search after arrival showed it was indeed gone.  I deduced I had left it behind so with  little  hope  I  phoned  and  emailed  the  Sixt  office  in Stansted and the hotel.

Ms.  Nowak  answered  the  phone,  didn’t  know  about  any  found  GPS,  but  agreed  to mount a search.  Shortly, I received an email – it had been  found. Ms. Nowak offered to personally wrap and arrange delivery of the GPS and to add the cost to my car rental credit card bill.  I was amazed and pleased.

Today,  it  arrived,  beautifully  and  efficiently packaged  and  in  perfect  condition to my home in North  Carolina.  With people like Anja Nowak as  employees, you are blessed.

After this experience, my next car rental surely will be from Sixt,  if at  all possible.

It’s always nice to receive positive feedback from our highly valued customers so we’d like to thank Mr De Graaf for taking the time to write to us and congratulate Ms. Nowak for being a commendable Sixt employee.

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70 Comments for this post »

Car Hire Comment from Andy
Andy wrote on 29 July 2010 at 9:19 pm   #  

Unfortunately, your theories of excellent customer service do not appear to be reflected in reality.

I recently rented a small car from Perpignan Airport. During the rentail, I opened the driver’s door and the edge brushed against a wall breifly. It caused a 1cm scratch to the very edge of the door.

On returning the car, I felt it would be best to be honest about this, and noted it on the forms I competed on returning the vehicle.

I was very surprised to be charged 299 Euros for “damage to the vehicle”. I complained to customer services who advised that, because the door was “dented” and that I had indicated this on the forms that the charge was appropriate and justified.

I remain in discussions with customer services in France.

A few observations:

1. I would have been more than willing to accept a small, reasonable charge for remedial work to repair the small scratch (why would I have noted it on the form if I had not been?)
2. There can be no justification for a charge of 299 Euros for a 1cm scratch.
3. I am convinced that, had I not mentioned the mark to the door on the forms at the end of the rental, no charge would have been made (my mistake). Sixt seems to be happy to penalise honest drivers by using an honest declaration on a form to justify punitive and unjustified charges.
4. I travel to France at least once every two months, and have done so for the past 5 years. I rent a car on most trips and have always used Hertz, Europcar or Avis, without ever having cause for complaint. I decided to try Sixt on this occasion for the first time ever. You can imagine how likely I am to use Sixt again.
5. I would recommend to anyone who is thinking of renting a Sixt vehicle to not use them at all. The other rental companies I have used have never tried to pull this kind of stunt.

I would welcome any comments by email from Sixt management in respect of this situation.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 3 August 2010 at 12:53 pm   #  

Hi Andy,

I will be happy to look into this for you, please you could e-mail me directly with further details and any previous correspondence with my colleagues in France. My e-mail address is gary.coughlan@sixt.com

In instances of damage we automatically charge the insurance excess. This is in accordance with our terms and conditions and your contract with us. The amount 299 Euros could either be the Excess or the repair cost, I will need the details to check this.

There is of course no intention to penalise honest drivers but I am sure you will agree that any new damages should be charged. There is normally the posibility to take additional insurances to lower the excess charges and therefore reduce any liability.

I look forward to receiving further details from you and will do what I can to help.

Best regards
Gary

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Car Hire Comment from Matthew Taylor
Matthew Taylor wrote on 6 August 2010 at 4:00 pm   #  

Recently requested a Mercedes ML320 with built in sat nave from Heathrow.

The VW Toureg I was supplied with had all the in car audio and navigation functions on the central screen in German language which I do not speak. Noone knew how to change it although pretty much the whole staff had a go which considerably delayed our departure to no benefit.

There was no navigation disc so the sat nav was inoperable.

This should all have been checked before the car was deemed suitable for customer delivery.

There were two other touregs ( but no Mercedes) on the lot but I was not able to take either of these because the staff said i could not have them because they were dirty…) they both looked clean enough to me. And the staff were unable to transfer a working sat nav disc from one of them to my vehicle.

Instead they provided me with a plug in garmin system ( so I couldn’t use my iPod) until the plug fell apart on the gamin device the first time I removed it from the car.

A simple problem then that could and should have been easily rectified by better trained staff…

Finally given that the staff on sight were unable to take care of the problem, I asked to speak to a manager, but none were available because it was the weekend. A lady phoned later to apologise and say there was nothing they could do at the weekend and promised to get back to me on Monday but unsurprisingly did not.

Gary coughlan has since been in touch and offered me a 25% discount on my daily rental fee which I think was a fair waybof acknowledging that the service was not up to the high standards I would have expected from sixt

I have also received an apologetic email from the manager of the Heathrow branch so thank you for acting promptly and effectively to restore my faith in Sixt.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 25 August 2010 at 8:51 am   #  

Hi Andy,

Thank you, for your patience while we have been checking your Damage query, my colleague Eric who is responsible for the French Damage Department has confirmed to me that you will receive a full refund for the damage and that the file will be closed with no further charge raised as a gesture of goodwill.

Please check your account this time next week, if you have not noticed the refund please contact me and I will check this for you.

Best regards
Gary

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Car Hire Comment from Dario Mella
Dario Mella wrote on 30 August 2010 at 11:07 am   #  

I have an unpleasant situation to report. The 16th of August, when I returned a hired car at the London Heathrow station , the Sixt emploee noticed some small damages (scratches and a dent) in the lower part of the rear bumper.

I am sure that this kind of damage cannot occur during my rent and that it was already there when I rented the car. I didn’t notice these damages at pick up time because they are were not clearly visible, being in the lower part of the car (you need to bend down to see the damage) and being already partly repainted.

To proof that the damage was alreay there and partly repainted I took some pictures with my mobile phone that show a that a quick repair (a re-paint) had already been done to cover (hide) the existing damage.

I sent these pictures to the Accident Claims Unit emploee that followed my case. She said that they were not aware of any existing damage and that I signed to agreed to the condition of the vehicle at the start of the hire: however as a gesture of good they were willing to accept a 50/50 settlement which amounts to £115.

It is true that I signed a rental agreement and indeed it was my fault not to have thoroughly checked the status of every square centimeter of the car at check in time but I still felt that Sixt was trying to profit from a damage by charging me for something that I have not done (I can send you the pictures proofing that the damage was already there).

Despite my protest I was chardeg the £115 amount. Since I paid for the damage, I wanted to be sure that the money:
1) is not too high compared to the extension of the damage
2) is being used to repair the damage so that it cannot occur that someone else will pay for the same damage again as it happened to me.

The reply that I received is that the repair may not be performed until de-fleet.

Now you can understand why this situation makes me think that:

1) part of the damage was already repaired, and Sixt knew about it and may be someone else has already paid for it
2) the damage will not be repaired until de-fleet and it is likey that the same mark gets charged over and over again to a stream of customers because it cannot be seen from a customer quick car inspection
3) I would also like to point out that the Sixt emploee who checked the car when I returned it, took several pictures of the damages, but none highlighting the previous repair (I had to take them): this also makes me think of a bad fath (are there performance-related bonuses on this ?)
4) The claimed amount of the repair (115 x 2 = 230) is high compared to the extension of the damage

I am sorry that this rental turned into this unpleasant situation, but as I have already written, I do not tolerate to be charged (not even the 50%) for a damage that I have not done.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 1 September 2010 at 3:26 pm   #  

Dear Mr Mella,

Thank you for leaving your feedback here on our blog.

I have contacted both the Head of the Damage Department in the U.K. and the Branch Manager at Heathrow to discuss and check your damage case.

Our hand held car check system automatically uploads all pre-existing vehicle damage recorded at the end of each hire. The existing damage is transferred automatically on to the rental agreement at the start of each new hire, which the customer must check and sign at the beginning of each hire. This ensures that all known damage is already noted and reduces the possibility of the customer failing to record all damages as maybe the case if you were starting the hire with a blank vehicle check sheet.

We checked the inspection reports prior to your hire and the damage you incurred was not present on any of the previous reports. The damage noted was therefore recorded as new damage and you were charged.

The damage has been recorded and is now automatically printed on all future rentals until a repair is completed, it is impossible that another customer can be charged twice for the same damage.

I do empathise with you over this unexpected additional cost. The Damage department will always try to find the best possible price and for you made a special case and offered to charge the repair costs at de-fleet as the damage does not render the vehicle unrentable.

It is however very likely that the vehicle will be repaired prior to de-fleet as the vehicle still has 172 days rental life, plenty of time to accrue new damage. In this case all repairs will be at the local garage cost as opposed to the refurbishment cost at de-fleet. However, we have committed to you to charge only the refurbishment cost of £115. To take advantage of this the invoice will not be available until the vehicle is de-fleeted in approximately 6 months time when the vehicle is refurbished or prior if the repair is done locally as a result of new damage. Should you require the invoice earlier the repair would need to be arranged locally and the cost would therefore be as per the original estimate of £230. With regret on this occasion the charge £115 will not be further reduced as this relates directly to the cheapest possible repair cost.

Best regards
Gary

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Car Hire Comment from Andy
Andy wrote on 6 September 2010 at 9:30 pm   #  

I am very pleased to report that a full refund of the excess charge has been returned to my card. I would like to say a very big thank you to Gary and the UK Customer Services department for looking into the case and understanding my concerns. Your actions have gone a very long way to making me reconsider my previous decision never to rent with Sixt again.

Thanks again.

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Car Hire Comment from Russell Lister
Russell Lister wrote on 1 October 2010 at 5:43 am   #  

I rented a car from SIXT in Aix en Provence that had a number of scratches that were not recorded on the contract. Despite confirming these verbally at the pick-up with SIXT staff who promised to update the SIXT system, staff at the Nice Airport drop off had no record of these, but did accept my explanation and photos I had taken, apologized for my inconvenience, and did not charge me for fuel used. I was then a bit concerned when I arrived home in Australia to receive a notice asking me to complete a damage assessment – particularly as the travel blogs are full of people who appear to have been charged excess when they were not responsible for damage. However, after raising this with Gary Coughlan (per previous blog) in the UK, within 24 hours I was very happy to receive an apology and closure of this issue and the offer of an upgrade voucher. Despite some issues with recording damage, SIXT were very professional, and I will definitely use them again!

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Car Hire Comment from HUI HUNG, CHIEN
HUI HUNG, CHIEN wrote on 7 June 2011 at 5:50 pm   #  

Dear Sixt,

I rented the car “BMW 5er Gran Turismo NAVI ” on May 21 to June 3,
but you unexpectedly changed the other one ”Benz GLK CDI 220” when I
pick up. For your mistake, I and my wife have terrible experience in
this honeymoon trip, and been disappointed at your custom service. We
have three complaints as below:

(1) This car’s price is lower than BMW 5er Gran Turismo about 20,000
ERU. Besides, The car specification ”3500 CC” I rented formerly is
changed to 2200 CC.

(2) This car’s *NAVI* has been often unworkable, the direction message
is not shownon screen.

(3) I went to Six co. at Pullach for borrowing *GAMI* on May 26.
Unfortunately, it was unworkable again and shut down for charging.

According to the above mentioned, I have been kept all proven photos
as attached files. I claim that you should pay an reasonable indemnity
to me return me, because we delayed all schedule, even missed some
sightseeing points, and cost more oil fee in my honeymoon trip.

If I don’t get your reply, I will post the proven photos and videos on
Facebook, and make known to the public that Sixt is a dishonest and
unreliable company.

I look forward your reply as soon, thank a lot.

Regards,
Richard

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 8 June 2011 at 8:13 pm   #  

Hi Richard,

I am very sorry to read of your experience. Please allow me a little time to look into this. I’ll come back to you as soon as possible.

Gary

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 10 June 2011 at 3:58 pm   #  

Hi Richard,

I’m really sorry that the reserved vehicle wasn’t available and that there was a problem with the Sat Navigation system charging. I have discussed your feedback with the Branch Manager who also asked me to pass on his own personal apology. I have amended your invoice after making very careful consideration of the difference in group and the impact on your enjoyment of the rental.

I have replied in more detail to your e-mail, I hope you can see that Sixt is a reliable and honest company, we made a mistake but we hope we have demonstrated how sorry we are.

Best regards
Gary

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Car Hire Comment from Beth
Beth wrote on 28 July 2011 at 1:58 am   #  

We recently rented a brand new car from Dublin Airport. We returned it (to the downtown Dublin office) 8 days later with a few unavoidable scratches on the left side … we totally understand the need to pay for repairs and for the time that the car would be out of service. HOWEVER, these were minor scratches … even in the estimation of the SIXT people with whom we spoke when we made the return. We returned the car on July 23 and were told we’d get a phone call from SIXT regarding the charges for the repairs. We also left our email address. We never received a phone call or an email message. And now I find that the whole amount that had been blocked on our credit card (over $2,100) has been charged to our account. We just can’t understand how the repair of these scratches could be so costly … and even if the bill did come to this amount, why didn’t the adjuster call us/contact us as promised? This was our first time using SIXT and it will also be our last. Actually, it was the American Express Platinum card people who made the arrangements and chose SIXT (Murrays) for us. I plan to share our experiences with American Express and will suggest that they point future customers elsewhere.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 28 July 2011 at 10:31 am   #  

Hi Beth,

Would you mind sending me the reservation details through. I’ll contact Murrays and find out what is happening. I am sorry about the charges but until I receive their answer I am unable to comment further.

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 Boris
Boris wrote on 30 August 2011 at 10:46 pm   #  

We are regular customers of Sixt and in our last rental we managed to scratch the passenger door. It was a very similar damage to that reported by Andy in the the first post, two spots (rather than scratches) of peeled paint to the very edge of the door (not through to the metal). This was noted when we returned the vehicle and we were expecting a reasonable charge. However, it turns out Sixt has sent us an invoice for 482 pounds to fix such “damage”.

I find it hard to believe that such a minor scratch demands repainting the whole door (as the invoice suggests) and, because it’s metallic paint, also blending the adjacent panels. I also find it hard to believe that the money will actually be used to repair the damage when the car is almost new and it’s highly likely any other customer could cause similar damages. Will they repaint the whole door every time, taking the car out of service for a day or two to fix some cosmetic damage? And will they also charge each customer 480 pounds for each new scratch?.

We’ve discussed the repair costs with independent garages an no one comes even near the 482 that Sixt intends to charge, precisely because it is only a cosmetic touch-up that doesn’t render the vehicle un-rentable.

While we happily accept responsibility for the damage, the costs being claimed by Sixt are completely out of proportion. It’s a shame, as we were growing loyal to the brand, but being charged almost 500 pounds for something that is barely noticeable will ensure that I never return to Sixt and that no positive references are given.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 31 August 2011 at 11:33 am   #  

Hi Boris,

Thanks for posting your comments on our blog.

I’m really sorry that we had to contact you about a damage to our vehicle.
The estimated repair cost is £401.88 – we received this estimate from the garage. Following your earlier correspondence with us the Damage Team checked and reviewed the estimate along with our Refurbishment Manager. Please appreciate that both adjacent panels have to be re sprayed to obtain a correct metallic finish , the dent will not “cold metal Repair/Touch up” as the dent & scratch are on the crease of the vehicle. The estimate does reflect the work needed to be carried out in order to make good the damage caused. It maybe the case that we repair the vehicle at de-fleet but the repair cost is as already detailed to you, is completely justified and the repair will be made.

Let me reassure you that we are in business to rent cars not charge damage and we honestly would prefer not to charge damage in any case. The fact is we have to.

Sixt will pay to repair the vehicle and of course it is right that we contact the person responsible to recoup the cost. We do empathise with you regarding the damage charge, like I said we don’t like to charge you.

I have e-mailed you directly with some further detail, I hope you are happy with my suggestion. Please do not hesitate to call me on my direct line if you wish to discuss any of the above.

Gary – Customer Service Team

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Car Hire Comment from Boris
Boris wrote on 1 September 2011 at 8:02 pm   #  

Hi Gary

Thanks for taking the time to review my case. I appreciate the good quality of customer service at Sixt is not easily found at other providers and will be looking forward to do more business with you.

Boris.

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Car Hire Comment from Rui Moura
Rui Moura wrote on 28 September 2011 at 5:34 am   #  

Dear Gary Coughland

I am writing to deny the damage that was credited to me on the Volkswagen Polo (registration FT11XVC) that I rented at Stansted airport on the 10/09/2011 and returned on 15/09/2011. Today I received damage invoice with reference 761004431 and already charged to my credit card (754.2 Pounds for repairing a scratch!).
When I lifted the car I noticed that the damage recorded on the sheet, that was given to me did not correspond to the any damage the car actually had and has. There was no such damage on the car. Thus I had deduced that it was a mistake on the data base. This was confirmed by your staff at the parking lot on site when I returned! He could not see any of the registered damage (scratches and dents). After I mentioned this to the other SIXT staff at the desk and nothing else was mentioned to me.
Today I received a letter with a 754.2 Pounds invoice for the damage that I had even pointed out (a very small almost unnoticeable scratch). I would understand if someone crashed into the back of the car or if I had made some sort of major parking blunder. But this was far from the case since I had no misfortune whatsoever on my trip. I am an experienced, careful driver and airplane pilot and I am used to pre driving/flight inspections and thus I can assure you that I handed back the car just as I had received it.
Thus I want you to re-analyse this situation due to the mismatch of registered damage with the actual damage on the car. I am sure you will also verify that the damage in the sheet does not match any on the car. I am obviously quite disturbed by all this since I handed you back a well cared, tidy, fueled and clean car. I never expected such a thing to happen to me in the UK of all places! I hope that you will carefully confirm my claim and refund the above mentioned amount.

Best regards

Rui Moura

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 28 September 2011 at 2:03 pm   #  

Hi Rui,

Firstly, Thanks for your post.

I have replied to your e-mail received yesterday with a quick update. I understand that you are in direct contact with Amy who is handling your case. I have also spoken with Amy who expects to conclude the matter very soon.

Gary – Customer Service Team

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Car Hire Comment from Rui Moura
Rui Moura wrote on 4 October 2011 at 3:39 am   #  

Hello Gary

Thank you very much for your attentive support. The mistake was swiftly checked and solved by Amy who then proceeded to refund the mentioned amount.
Best regards

Rui

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Car Hire Comment from URL
URL wrote on 9 December 2011 at 10:38 am   #  

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Car Hire Comment from Trevor Gamesby
Trevor Gamesby wrote on 11 March 2012 at 1:58 am   #  

After the death of ny father in April, my 82 year old mother has reached a point she wanted to visit me. The problem was that I live in a rural area and as I have been unemployed in recent years, I don’t have a car. I use the bus but my mother is unable to walk the hill to the bus stop.

She suggested we look into renting a car. Something I have never done before. We chose Sixt in Bromley simply becsuse it seems like a large established company and it was local.

This morning, the day after pickig up the car, mother noticed a 2 inch scuff mark on the back bumper. So low down you have stand quilte far back to see it. I know I haven;t caused this. Also, the car has been parked on my drive (back end in) with the exception of going to the supermarket when I parked in rear first making any posible scuffing impossible,

Concerned, I called the Bromley Office immediately but the phone just rang and rang (with no answering machine). While looking for another contact I came across this blog. I am now even more concerned having read about people who have paid £100s for such small scuffs, scratches or dints.

When I picked up the car it was explained to me that for an additional £13 my excess would be £0 (having already paid additionally to reduce the excess to £500). I didn’t accept this offer relying on my 35 years of accident free driving believing this excess would only come into play if I had an accident.. At no time did I consider scuffs, scratches or dints. More importantly, f it had been explained this would mean any scuffs scratches or dints would be covered, I would have paid the additional £13 and would not be worried sick now.

We will see what is said when I take the car back Monday morning. I can already say that I am not enjoying car hire. I was not fully informed of my options and probably going to pay £100s I just can’t afford. Id so, I wll definately not use or recomment Sixt again. If I do ever car hire again I will be making sure I get quotes for £0 excess. Any other option is too risky

Trevor

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Car Hire Comment from Paul W
Paul W wrote on 15 June 2012 at 10:49 am   #  

I have just been contacted about damage done to a rental car I took from Manchester airport. Obviously I was surprised at being asked to complete an accident report for this “damage”, as I remember leaving the car in good order. The damage was quoted as 2 scratches of 5cm in length, so I asked for pictures as no such damage was there when I left the car. The pictures showed what could be a stone chip, or perhaps a hit for the door of the car next to it at the airport… their length I hear you ask….. 2 -3 mm. What a joke that is going the extra mile to screw money out of your customers.

Further insulting as I am a platinum card member, considering cancelling my further bookings, sending you back the card & going to Hertz.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 19 June 2012 at 8:55 am   #  

Hi Paul,

Thank you for your comment. I will be happy to check your damage case with my colleagues. Please could you send the details to me, my e-mail address is gary.coughlan@sixt.com

Even superficial damage has a cost either for repair or by devaluing the car at defleet. We do not like to charge damage as we know customer’s rarely like to pay for damage but the reality is we have to and it is right to expect the person responsible for the damage to pay for it’s cost.

I look forward to receiving your e-mail.

Gary – Customer Service Team

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Car Hire Comment from Paul W
Paul W wrote on 28 June 2012 at 4:48 pm   #  

Hello Gary,

So to my surprise, same airport, same car & same email about damage. This time it looks like a 1.5mm stone chip, underneath the bumper at the rear of the car. So now I have to think is my magnetic personality attracting stone chips or is there some agenda by Sixt to force people to pay for the full insurance. Hmm, I’d love to think ts the former, but sadly its is most definately the later.

Secondly, I think you entirely miss the point with my previous post. People place orders with your company as they feel that they can be trusted. Actions like this evidence that you are not acting in good faith & cannot be trusted. Wear & tear is part of a businesses cost. Damage should have some materiality to it, you have a depeciation cost rolled into the charge. A stone chip on a plastic bumper does not prevent you renting the car out. Neither will it lead to further worse problems in the future.

Thirdly, what I dont understand is I must have 50 bookings with you & why has this become an issue in the last 2 weeks (twice in 2 weeks you’ve tried to charge me now!), but sadly your organisation is expecting to charge a customer the same for a stone chip, based on the communications from your damage team, than they do for a written off car.

Well all my pending bookings have been cancelled today, everyones actions always have a cost as you rightly point out. If I’m charged for this please provide your address & I’ll forward my platinum card to you. No value in staying with a dishonorable firm…

So what can you do for me? Please review the case & publish the number of charges made by day for incidents such as this…

Email on its way with details you can rely on that.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 28 June 2012 at 5:00 pm   #  

Thank you for your comment.

Please allow me a short while to check your additional feedback.

Gary – Customer Service Team

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Car Hire Comment from Ian Boniface
Ian Boniface wrote on 29 June 2012 at 3:14 am   #  

Hi Gary
On the 30th of March 2012, I left a message on this blog about paying twice for a Dec 2011/Jan 2012 hire. You replied on the 4th of April 2012, asking me to email the details to you. That email was sent to you on the 9th of May 2012. I received both a successful delivery notification and an “out of office” reply from you that day. I hav enot received any response from you, so, on the 22nd of June 2012, I sent a follow up email and received a successful delivery notifcation the same day.
Garry, its been more than 5 months since we paid twice for this car hire, almost 3 months since we fist brought this to your attention. Please advise what is going to happen in relation to this double payment.
Cheers
Ian Boniface

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 2 July 2012 at 11:55 am   #  

Thank you for your patience whilst we have been checking your damage file. I appreciate your concerns regarding having two claims on recent rentals.

The vehicle was inspected prior to your rental and existing damage recorded. Our system pre loads the existing damage on all subsequent rental agreements at the start of the next hire unless it is repaired. As you know it is your responsibility to check the listed damages on the rental agreement against the vehicle and report any damages that do not appear. When we inspected your vehicle after your rental we found additional damage and therefore we contacted you for an explanation. I think in this case we are right to do that as the new damage was found and all of our records indicate that it was not there at the beginning of the hire.

We considered your feedback and closed the damage file, this means that we will not charge.

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

Best regards
Gary

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 3 July 2012 at 10:31 am   #  

Hi Ian,

Thank you for contacting me again regarding your query. We appreciate that your duplicate booking was a mistake due to a genuine error and we do not hold you responsible for that. I have corrected your invoice to reflect the original voucher booking which has generated the desired refund to your card. Please accept my sincerest apologies for the delay in finding the solution.

Please allow 5-7 working days for the refund to show in your account and please do not hesitate to contact me if you have any further questions.

Gary – Customer Service Team

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Car Hire Comment from Kathrin Guenter
Kathrin Guenter wrote on 25 August 2012 at 5:53 pm   #  

Hi Gary,

I’m still in a state of shock having received a huge bill from sixt for £635 for repairs to very superficial surface scratches on a Skoda we rented from Hackney Wick. We caused no damage to the car – the surface scratches were very, very minor and resulted from everyday driving in the English countryside. On narrow country lanes it’s usual practice to slowly move the car against the hedgerow, resulting in minor surface wear. There was no way we could have driven the car on these normal roads without this kind of wear and tear occurring. We explained this situation to the sixt employees who noted the scratches (the employee wanted to write “very superficial” on the report, but settled for “superficial” after discussion with his colleague as to whether such a category existed). We were told that the matter would be decided by head office and today we have this extraordinary bill for what would by other hire companies be considered as regular wear and tear and not chargeable “damage”. We’ve rented a few times from sixt with no problems, and were planning to rent next month for another countryside trip but now would definitely think again. Can you let me know sixt’s policy on wear and tear and how such an incredible amount of money can be charged (with 90 pound admin) for totally unavoidable wear and tear through normal use of the hire vehicle?

best wishes
Kathrin

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Car Hire Comment from Gunita Berke
Gunita Berke wrote on 30 August 2012 at 9:47 pm   #  

Hi Gary.
This was my second time when I rented a car by sSixt, the first time was from Schiphol airport (Amsterdam) and I want to say, that the service there was amazing, I loved it. So I decided to rent a car from Sixt when I had to travel to Germany and this is where my positive experience came to an end.

First of all the reason while we traveled to Germany was to bring our relative, who is 85 years old, a senior with health problems. The problems started the moment we arrived – our plane had been delayed for an hour so unfortunately we came a little bit late. Together we were 3 people, with 3 big luggage bags ~ 20 kg each. I ordered CMLR class, which as you know, all have 4 doors and is suitable for such travel BUT when we came to Baden-Airpark, the guy there just threw us the keys and left in approx. 5 minutes notice, he didin’t even show us our car. Much to our surprise , the car he gave us was a sports car with 2 doors, and very little space. The was basically no space where to put our luggage and we didin’t even dream about comfort while driving to our location.

However, our unpleasant surprises don’t end here. As it turns out, the car was not only too small, not even close to the class we ordered, but not in technical order as well. In the morning, when we had to go to France for a meeting, the three of us, the car showed us that we were all out of cooling fluid. We had only driven 40 km! We tried to call the service number but nobody picked up. After several attempts somebody finally picked up, but didin’t speak English at all. We were lucky enough, that we got somebody who knew German to help us. SO after a hour of explaining and calling everybody they sent us a guy from ADAC to help us.

As it turns out, the cap of the coolant popped out of its place. Yes popped out. So not only it wasn’t the car we ordered, but it was a car who was dangerous to drive with. What if the coolant had popped out somewhere in the middle of the highway? We were lucky that it happened sometime during the night.

When we arrived to the Sixt in Karlsruhe (at Seemens alley) they assured us that we won’t have to pay for gas ( we couldn’t fill the tank, the ADAC car was driving behind us to show the way to your service). We didn’t even think about tanking, because we were warned to drive slowly and very carefully so the car doesn’t overheat and pop the cap off again. The mechanic from ADAC told us that if the car preheats again, we have to stop and let it cool down until it is safe to drive again.

We got the car we actually ordered and went to do our business, BUT WAIT, the surprises don’t end here.

Later that day we received a phone call from your company in Germany, where nobody speaks English, asking why we did not fill the tank. Even though we were told, that we do not need to, they called us and asked why. Again, we were very lucky that we had a German friend who explained everything to them and it was noted.

So because of this mix-up the following occurred :
1. Our senior passengers broken leg now hurts again, because she had to sit in such small space in a very unsuited car.
2.It was dangerous for us even to drive the car, who knows what would have happened if the cap decided to pop off sometime during the travel.
3. We missed our meeting in France and had to cancel the plans, we actually came to Germany for.
4. Not to even mention the stress of all of this happening.

We were in Germany for two days, and half of the time we were there we couldn’t do anything because of the fact that they gave us the wrong car who was in bad technical shape.

We hope that you will find the best way to solve and treat this problem and that you will compensate us the moral and financial damage.

If you have anymore questions, please do not hesitate to contact me.

Best regards,
Gunita.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 25 September 2012 at 12:39 pm   #  

Dear Gunita,

Thank you for providing your feedback about your hire on the U.K Sixt blog.

We are very sorry that your reserved vehicle was not available and that a suitable alternative was not provided. Occasionally, at very short notice the reserved vehicle is unavailable, normally because other hirers have returned vehicles later than promised, or due to accidents.

The problem that developed with your vehicle during your hire could not have been detected before hand. All our vehicle are maintained and serviced well within the manufactures guidelines but still faults can and do develop, I hope you can agree that this is no ones fault.

I have sent a detailed e-mail to you with a full explanation, I hope you are happy with the discount for the fuel and lost rental time provided and reassured about our service.

Please feel free to get in touch with me directly to arrange your next hire, I will ensure you have a great trip.

Gary – Customer Service Team

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 27 September 2012 at 4:02 pm   #  

Dear Kathrin,

Thank you for posting on our blog.

The numerous scratches, superficial as they may be, do run the length of the car across all panels along the passenger side and are considered as chargeable damage. These scratches will now form part of our de-fleet cost and it is right that the customer who causes the damage pays for that. I too have driven down country roads and waited at passing points or drove very gingerly along these roads to avoid any damage to my own car. I am not suggesting for a moment that you had adopted a more cavalier approach because you were in a rental car but it is not right that this is normal wear and tear and these damages can’t be avoided.

I have asked for a review of your costs and the administration fee and I expect to receive a decision soon. I will let you know as soon as I receive the information whether we can make any adjustment to your invoice.

Gary – Customer Service Team

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Car Hire Comment from Kathrin Guenter
Kathrin Guenter wrote on 15 October 2012 at 1:18 pm   #  

Thanks for getting back to us regarding the superficial scratches. I’ve just now received a payment reminder with no mention of any possible adjustment and now threatening me with additional charges. I’m now very worried as I do not consider it fair or reasonable to pursue these highly excessive charges.

I still maintain that these “very superficial” (in the words of the sixt employee) scratches do represent unavoidable wear and tear which sixt, as other car rental companies do as part of their policy, should shoulder. The car was driven normally on country roads, and no amount of care could have avoided these without risking more considerable damage on the other side of the car. The passing spots are themselves often deep within the hedgerow.

I think it is fair to warn all potential sixt customers that any wear and tear will be excessively charged to sixt customers unless they pay the additional insurance costs.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 17 October 2012 at 12:28 pm   #  

Thank you for posting again on our blog. I understand that you are already speaking directly with my colleague regarding this topic.

Gary – Customer Service Team

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Car Hire Comment from John Mowforth
John Mowforth wrote on 3 January 2013 at 12:52 pm   #  

Hi Gary,

I rented a car in Milan about a month ago, sixt ref. **********. On checking my credit card statement recently I discovered that following the hire, Sixt have taken over €380 from my account. I was expecting a small charge as I had not had time to re-fill the tank before returning the car, but there has been no communication at all from Sixt to explain why I have been charged this large sum of money. I tried to phone the Milan branch but the number given on the website is unobtainable; I went to Expedia, through whom I made the original booking, and they tell me they have contacted Sixt and I have to wait up to 15 days for a response. Frankly this is totally unacceptable, you just don’t take hundreds of pounds from someone without giving them any reason.
When I collected the car, there was damage to one door which had not been noted on the paperwork, however we had this rectified before leaving the branch. Needless to say the car was returned in exactly the same condition.
I would appreciate your comments on this matter.

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 11 January 2013 at 2:00 pm   #  

Hi John,

Thank you for posting on our blog. I can see from our records that you also contacted our Customer Service Team and received a reply and explanation for the additional charges on the 8th of January.

Please let me know if you need any further assistance.

Gary

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Car Hire Comment from Barbara Day
Barbara Day wrote on 16 February 2013 at 4:13 pm   #  

Hi Gary. Just a little help with our upcoming Munich Airport rental. We reserved a FDAR vehicle. What type of car might this be. Site shows as a Mercedes C class Auto trans. Are there other cars that we may get, or should we assume we will receive a C class Mercedes. A smaller vehicle will work just as well, but the C class was the lease expensive. Thanks Barbara

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 18 February 2013 at 11:51 am   #  

Hi Barbara,

Thank you for question on our blog. I am checking with the location and will let you know as soon as possible regarding the available vehicles within the FDAR group at Munich Airport.

I’ll be in touch soon…Gary

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 19 February 2013 at 1:21 pm   #  

Hi Barbara,

Here are the details regarding the FDAR:

In Munich in FDAR we have Audi A4 Automatic, Mercedes C Automatic, BMW 316-335 Automatic.

I hope this information helps you, let me know if you need anything else.

Gary – Customer Service Team

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Car Hire Comment from Ben Sullivan
Ben Sullivan wrote on 29 July 2013 at 7:18 pm   #  

Hello Gary,

I have just got back from returning a rental car to Victoria branch after our summer holiday.

After an inspection it was determined there are two areas of damage to the car.

A small ding to the front left wheel and a scuff on the rear bumper (the scuff may even be some dried mud). I understand damages have to be noted after return, but I hope you find these imperfections merely cosmetic and VERY easily solved, as both me and the Sixt employee both agreed that the particular blemishes are not through driver error (ie bramble scratches) but are of a category in which no party is to blame other than the road itself.

I have only ever received excellent service from Sixt, with your employees at Victoria being exceptional, so after reading this blog I find myself in a very worrying position.

Neither me or my girlfriend can afford to carry on living in London if such charges I am fretting about are charged to me, especially with no notice. I really don’t want what was an amazing summer holiday for the both of us to turn sour.

If damages were of driver error I would be in the position to understand potential charges, but with with the imperfections noted today, I do not find any party to blame. They are of such small significance that I am afraid I might have even missed them on the preliminary vehicle check before my rental period :(

It should be noted that I also paid for windscreen and tire cover, if this will in any way help either of us out.

Looking forward to hearing from you, I hope my worries are only silly.

Regards,

Ben

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Car Hire Comment from Matthew Horsfield
Matthew Horsfield wrote on 30 July 2013 at 10:37 am   #  

Hi Ben,

Thanks for your post.

It is usual procedure to check the vehicle condition at the start and end of the hire. If any new damage is recorded it is noted and our claims department would contact to discuss with you directly shortly.

We hope you had a good hire and look forward to seeing you next.

Kind regards,

Matt – Sixt Customer Service

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Car Hire Comment from Debashis
Debashis wrote on 1 August 2013 at 12:12 pm   #  

Hi,
I have booked a car through economy car rentals from Sixt. The pick up location is Beavais airport in France. Do you offer a zero excess insurance at the desk and how much does it cost please for a day or a week?

Thanks
Debashis

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Car Hire Comment from Ben Sullivan
Ben Sullivan wrote on 5 August 2013 at 8:57 am   #  

Hi Matthew, thanks very much for your reply.

Despite the Sixt rep at Victoria saying that it was not on driver error, unfortuantely I found an invoice for over £400 in my inbox today. Me and my girlfriend definitely cannot afford this, especially as it really wasn’t malicious damage caused my careless driving, but wear and tear to what was a brand new car. :(

I understand that the charges have to be picked up somewhere, but this cost is very extortionate for a light cosmetic surface paint scratch. There is also an extra £50 charged to me for damage to the wheel which was not even on the original damage report. Where has this come from?

We would love to come to some kind of agreement here, can I open a case with customer service?

Thanks a lot,

Ben and katie

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Car Hire Comment from Matthew Horsfield
Matthew Horsfield wrote on 7 August 2013 at 9:43 am   #  

Hi Ben,

Thanks for the information which I have passed to the claim handler. My colleague has sent you an email with further information. If you require any assistance or have any questions I advise for you to contact the claim handler directly.

Best regards,

Matt

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Car Hire Comment from Matthew Horsfield
Matthew Horsfield wrote on 7 August 2013 at 9:51 am   #  

Hi Debashis,

It is possible to add extra cover at the branch. The price for the extra cover varies according to the vehicle group. I can look into this further if you wish, feel free to email me directly – matthew.horsfield@sixt.com

Kind regards

Matt – Sixt Customer Service

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Car Hire Comment from Mark
Mark wrote on 18 September 2013 at 1:24 pm   #  

Hi Gary/Matthew,

I have rented succesfully from SIXT several times now, and the majority of those times the service has been prompt, efficient and freindly.

However, I am sad to say this has not been the case when invoiced for minor damage.

A 10cm bumper scratch equates to 500 pounds?
7 hours labour cost at 37 pounds per hour!

This seems very expensive and the labour time alone improbable. (Now if I could get 37 pounds per hour watching paint dry…)

Could you please look into this case for me?

Thank you,

Mark.

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Car Hire Comment from Thomas Gammon
Thomas Gammon wrote on 19 September 2013 at 10:58 am   #  

Hi Mark,

Thanks for your comment.

I have sent you an email to confirm some details. Of course, I’m more than happy to look into this for you.

Many thanks,

Tom

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Car Hire Comment from Nigel Hurst
Nigel Hurst wrote on 27 September 2013 at 9:15 am   #  

Hello,

I too am having a long dispute with Sixt about a scratch costing €1,770 to repair. I know that this scratch was already on the vehicle when we picked it up.

My advise to everybody looking to rent from Sixt is not to. The insurance details on the hires are not as good as other hire companies.

I’m taking my case to court.

Is there anyone else out there still with outstanding issues against Sixt? I’ve already found a few, and looking for more to show the courts that this is a re-occuring issue with Sixt offices.

Kind regards

Nigel

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Car Hire Comment from Gary Coughlan
Gary Coughlan wrote on 2 October 2013 at 10:43 am   #  

Hi Nigel,

Thank you for commenting on our blog. I have sent you an e-mail to request further details about your case. Please reply to the e-mail rather than posting the information here in order to protect your private data.

I look forward to hearing from you and will do what I can to help.

Best regards, Gary

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Car Hire Comment from Mustafa P
Mustafa P wrote on 10 October 2013 at 9:26 pm   #  

I recently hired a small car from Sixt, the customer service was amazing, the car was amazing but the only problem was theentrence to the car park (Bell street branch in London). It is too tight even for a small car as result I chip the the rear driver rim upon returning the car. As an honest person I reported this, however notting was done and I was told that I will still be charged for this. I still would like to hire from Sixt and also recomed my family and friends to hire from Sixt but as long as they dont charge me for the damages. Also it would be really beneficial if they widen the entrence cause I believe it ismain root cause of having scratches on the returning cars.

Kind regrads.

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Car Hire Comment from Thomas Gammon
Thomas Gammon wrote on 11 October 2013 at 8:37 am   #  

Hi Mustafa,

Thanks for your post.

I have emailed you to confirm some information. I would be more than happy to look into this for you.

Many thanks,

Tom

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Car Hire Comment from john
john wrote on 4 November 2013 at 8:53 pm   #  

I prepaid a car in Nice and the manageress was a nightmare , I gave Hong Kong photo ID , French drivers permit , credit card , bank details nothing was enought I just wonder if it was some type of racism ? I wonder it this women has a history or refusing customers with Asian ID ? after a TWO hours bus trip with my passport I was met by Mr. Khalid who was very polite and charming he saw my Hong Kong ID and said it was OK !!!!

I have sent 5 emails to customer services and the are giving me the “Run around” they told me “NOT TO ESCALATE MATTERS ” !!! just sent an email to Mr Coughlan so hope something can be worked out

the rest of the week with the car was good and the return was good just let down by Cindy the Nice Manageress

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Car Hire Comment from Thomas Gammon
Thomas Gammon wrote on 6 November 2013 at 2:39 pm   #  

Hi John,

Thank you for your comments.

As discussed on Twitter, we are currently in the process of investigating this matter and we will be in touch as soon as we can by email with a response.

Many thanks,

Tom

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Car Hire Comment from Abdul Saber
Abdul Saber wrote on 25 November 2013 at 11:37 am   #  

Hi Sixt,

I just want to note I have hired from Sixt on countless times and have always returned their vehicles in immaculate condition.

Now to the real reason why I am here leaving a comment

On 23rd November 2013, I had a reservation booked, when I arrived I decided to upgrade the vehicle as the vehicle I initially booked and was being offered were not to my liking. I was informed the vehicle will need to be cleaned however I has asked to not clean the vehicle as I was in a hurry.

I inspected the vehicle and was shown the existing damages, the wind screen was covered with Mud but nonetheless I was happy to take the vehicle in the condition it was in, 20 minutes into my journey I noticed a crack to the windscreen to the far left of the passenger side, I instantly decided to call Stansted and inform them of this damage as I didn’t want to be held liable for something I didn’t do. This damage could not have be seen externally as I mentioned earlier the screen was covered in mud.

When I went back to return the vehicle, I had informed the staff of the damage and I felt extremely distressed and not once was I reassured or informed of the process after this, the employee noted the damaged down and made me sign for it however I was reluctant as I didn’t want to be paying up for someone else’s problem.

I feel SIXT have breached their own conditions when renting the above vehicle

8.1. We have maintained the vehicle to at least the manufacturer’s recommended standard.
The vehicle is roadworthy and suitable for you to use at the start of the rental period.

When the vehicle was being checked in, It should have been thoroughly inspected and any new damages noted, the vehicle should have been not been hired out if the damage to the wind screen had been picked up earlier as you are putting other drivers at risk.

Would someone advise me what’s to come when dealing with the above claim and what the costs will be involved?as I am expecting the worse as they will make the most of robbing honest people like myself and others are have been involved in similar situations like the above.

I look forward to your response.

Kind regards,

Abdul

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Car Hire Comment from Thomas Gammon
Thomas Gammon wrote on 25 November 2013 at 3:03 pm   #  

Hi Abdul,

My colleague Tamara has just sent you an email regarding clarification of your rental details.

We look forward to hearing from you shortly.

Many thanks,

Tom.

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Car Hire Comment from Damian Prentice
Damian Prentice wrote on 29 November 2013 at 2:03 pm   #  

I hired a car in August 2012. I was given the car with 1/4 tank fill. The Sixt representative handing the car over to me told me I would need to fill it up immediately. So I filled it up with petrol – it was a diesel.

There were no stickers on the tankflap, nor was there any indication on the documentation. Nobody bought the fuel type to my attention. I only realised when I noticed some raised writing on the lid for the gas tank.

So I pushed the car into a bay at the station and called Sixt. Then a car remover turned up and took the car about 8 mile north of London. Then a “roadside” fuel drainage guy turned up. The guys at the towaway depot went out of their way to prevent me talking to the fuel drainer.

I lost the £80 of fuel and about 5 hours of prime driving time.

15 months later I get a phone call from sixt threatening legal action. It turns out that they emailed me in April – which bounced because I had changed job – and despite having my address and phone number had made no further attempt to contact me.

It turns out that Sixt have an invoice for me totalling £300 plus £45 processing fee. I have contacted a bunch of “roadside” fuel drainers and the average price is $90-£120. There was no need to relocate the car. This probably explains the hostility of the people at the towaway depot.

Sixt have admitted they share some fault and offered a 50/50 deal where I pay £177 to them, pay the £80 for the fuel, lose the rental time and they pay the £300 invoice, collect the £45 processing fee. So I am £257 out of pocket, and Sixt is £132 out of pocket.

Aside from ther obvious that this deal is not 50/50 because Sixt are paying themselves and not recognising my costs – it is also locking in the padded charges for their agent. As anyone following the behaviour of rental car companies padding charges for insurance companies knows this is a murky area of nudge nudge wink wink and kickbacks. Why else would Sixt agree to let a third party overcharge their customers or carry out unnecessary work.

I went back with a counter offer that says I will pay a further £65 on top of the gas – which therefore recognised my out of pocket expenses, and the midpoint of the prices I have been quoted by calling roadside fuel drainers, and the price “paid” by sixt (but not the sixt processing fee).

This has been rejected.

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Car Hire Comment from Thomas Gammon
Thomas Gammon wrote on 29 November 2013 at 5:27 pm   #  

Hi Damian,

Thank you for providing feedback regarding your experiences with Sixt.

I have spoken to the claims team in relation to this issue. They have confirmed that, as per your recent correspondence, you should proceed to contact our damages manager with any further dispute over the claim. I have forwarded your above comments to them so they are aware, and I have received confirmation that a response will be provided next week.

Should you wish to contact us to discuss your claim I would advise using the contact details provided to you by your claims handler today.

Best regards,

Tom

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Car Hire Comment from Vinod
Vinod wrote on 25 December 2013 at 9:52 pm   #  

One more addition to your list of super extra damage cost for minor damages and POOR service ….In August, I rented a car from SIXT Brussels for 10 days. My request was for class-C type Merc, automatic. When I went to brussels Sixt Office to pick up my dream car, they said there are no cars available for that type or class. Only one option they gave me was of manual car and that too seven sitter. I requsted for normal SADAN but they were very rude. After spending 30 mins of arguments, finally they offered me a small BMW series-1 ….Somehow, me and my family (with two kid and wife) accepted the truth and took the car. The staff was totally unhelpful…in fact they were ready to refund my money without bothering what could be its impact on my vacation (Imagine, I planned my 10-days holidays, paid to hotels etc)

Everything was ok till first seven days…But one fine morning in the car park, we found the passenger side mirror cover was missing (fortunately, all functions of mirror’s were intact, mirror was good and working fine). So we immediately reported it into police station and also inform Sixt (while retruning the car). We reported the same during damage report as well. I thought it was very minor issue and was settled without any excess.

But after two months, I got a shock by seeing invoice from SIXT, for excess of 800 EUR to be paid (actual was more). Entire report was in German…I tried translating it and found so many issues-
1. The damagae was covering more than mirror cover replacement
2. Cost for mirror cover replacement itself was very high (should not cost more than 40-50 EUR)
3. The car was taken for repair after two months and entire cost was sent to me??(in between whatever damages happened to car was definitely not my fault)
4. When I raised these issues, they reduced the amount to 440 EUR but in this amount they included charges of around 100 EUR as admin/engineer fees in addition to already existing labour charges of € 121 EUR plus €157 for painting material and € 65 of mirror cover not sure why they need engineer to look into this mirror, and need € 440 to fix up a simple mirror cover?
Reason they have given for admin/engineer fees is they are allowed to charge the customer with this amount when its less than € 800
I raise query to customer care, they ask me to pay the amount while they are working on details. I paid the amount….After few days when i called up service desk they said there are no issues, amount has been paid and case is closed……

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Car Hire Comment from Tamara Tickner
Tamara Tickner wrote on 2 January 2014 at 5:38 pm   #  

Hi Vinod,

Thank you for commenting on our blog.

I have tried to send you an e-mail to request further details about your case however it has bounced back. I do need to confirm some details before I can investigate further so please could you provide the reservation number or the date and location of your pick in a direct email to me, at tamara.tickner@sixt.com. Please e-mail rather than posting the information here in order to protect your private data.

I look forward to hearing from you and will do what I can to help.

Many thanks,

Tamara.

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Car Hire Comment from Tamara Tickner
Tamara Tickner wrote on 24 January 2014 at 3:48 pm   #  

Hi Vinod,

Our Damages team in the Netherlands have confirmed that they have checked the damage claim for this rental again, and they are unable to find any error in the calculation. As they have informed you, the claims are settled on the basis of a repair cost calculation. This is carried out by a valuer, the cost of which is billed as part of the claim. The administration fee is also added to the claim to cover the costs of processing the damage. If the claim is higher than the excess amount then the insurance will cover these costs, however in this instance your claim total is lower than the excess.

For these reasons, the decision regarding the claim for damages remains unchanged.

If you require any further assistance, please feel free to contact me directly.

Many thanks,

Tamara.

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Car Hire Comment from Darren Nicholas
Darren Nicholas wrote on 10 March 2014 at 9:41 pm   #  

Please can you assist me with an ongoing dispute I have with Sixt Car Hire in Slovenia.

I hired a vehicle that was already damaged and the damage was clearly marked on the rental form. I returned the vehicle in the exact same condition, but Sixt in Slovenia has stated that I damaged the car and charged me directly from my credit card without contacting me. I am happy to send you all the email correspondence I have had to date with them. I can also show you the form which details the damage upon me collecting the vehicle and also the damage they allegedly recorded when I returned it.

I feel very let down by Sixt at present and any help in recovering the money (£572.70) that your firm has wrongly charged me would be greatly appreciated.

Yours sincerely,

Darren Nicholas

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Car Hire Comment from Louise Housley
Louise Housley wrote on 11 March 2014 at 9:12 am   #  

Hi Darren,

I will be happy to help investigate this dispute for you.

I shall send you an email so you have my direct contact details and ask that you send all information you have regarding this matter to me. Once I have received this I will begin a full and thorough investigation for you.

Best regards, Louise.

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Car Hire Comment from Anna
Anna wrote on 12 June 2014 at 2:47 pm   #  

I hired a car in Karlsruhe, Germany in February. As it was our very first experience with Sixt, we didn’t take any additional insurance, as we thought we would never have problems with it. We rent a car quite often from different companies as we travel to Grenoble twice a month. On the web site we ordered one kind of car and in reality we recieved absolutely different one, and we didn’t even receive an explenation why! The rude lady told us: you take it and deal with it. As we didn’t have choice – we did so. By very stupid accident, for the very first time in my 5 year experience, on the way back we scratched a car at the parking place. It was two scratches on the right doors (basically one long). We immediately called and reported our damage and filled up all papers when we returned the car. And until now we didn’t her anything from them. Yesterday, by surprise, we received a mail that we have to pay for the scratch ( attention) 3200 euroes!!! This is incredible! More than that, according to the rules which are written on the web site, we should have had a sort of pre-estimation of the price for the damage repairment before the actual repairment (after which we should have had 1 month for thinking in case we want to find another place for repairment etc), which we also didn’t receive from them. I checked different forums and apperently Sixt charges absolutely the same price (3200 euros) for any kind of sctratch on the door: if it is 1 cm or 15 cm. The invoice they sent which sort of explain how they spend the money don’t give you any information as it is only abriviation of something. It makes me really think that this is a new way of earning money from clients. Can you please tell me, does the scratch really cost that much? Because I asked a survice (a rendom one) that even for changing 2 doors it would have cost less.
I would welcome any comments by email from Sixt management in respect of this situation.

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Car Hire Comment from Louise Housley
Louise Housley wrote on 18 June 2014 at 10:00 am   #  

Hi Anna,

Thank you for your post and we are sorry to hear of your recent experience. I have your rental details and can assure you I have begun looking into this case with our team in Germany. I shall come back to you via email as soon as I have received their reply.

I hope this meets your approval. Please do not hesitate to contact me in the meantime, should you require any further assistance.

Many thanks, Louise.

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Car Hire Comment from Charles Mantell
Charles Mantell wrote on 14 August 2014 at 8:18 am   #  

Dear Sixt team,

I rented a VW Caddy from you in June of this year from your Barcelona airport branch. I have no complaints about the customer service, with the service offered to me for both receiving and returning the vehicle excellent. In fact, I have always had an excellent experience in my dealings with sixt in the past.

On returning the vehicle, I reported some relatively minor damage to the attendant, which he described as superficial. I was therefore very surprised when I received an invoice for a bill of 450 Euros.

While I do not dispute my liability, having asked around a number of garages their quotes on the damage based on the report given to me by sixt was considerably lower. Furthermore, a number of items on the repair form seem to bare no resemblance to the damage to the door reported. This concerns me, as in my previous experiences with Sixt I never got the impression that it was a company that would use any damage to a car to make other repairs and then bill the customer.

I would be very grateful if someone could take a look at my file, as I feel that, under the current circumstances, the bill represents an unfair penalisation. Your help would be greatly appreciated.

Yours sincerely,

Charles Mantell

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Car Hire Comment from Jessica Mason
Jessica Mason wrote on 15 August 2014 at 7:56 am   #  

Hi Charles,

Can you please confirm your reservation or rental agreement number for this hire and I’ll be happy to pass this to the Spanish Damages team for you to investigate. Please note that unfortunately on this occasion, Sixt UK will not be able to intervene, as damage claims have to be dealt with by the specific damage department for each country. But I’ll be more than happy to pass your details and query on for you.

Thanks, Jess.

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Car Hire Comment from John Robinson
John Robinson wrote on 14 September 2014 at 9:07 am   #  

Dear Sixt Team

It seems to have taken a while for my previous e-mail to reach Italy, as I am yet to receive a response from the lady in the Customer Care team there (Giorgia). Either that or she has been on a three-week holiday and nobody else is picking this up in her absence. Therefore, I would be extremely grateful if you could assist.

I booked a reservation over the internet to pick up a car from Rome Internat. AP Fiumicino (23/07/2014 at 14:30 hrs) and drop it back to Rome Internat. AP Fiumicino (30/07/2014 14:30 hrs). On 23/07/2014 I called up the customer desk at Rome Internat. AP Fiumicino to make sure that the reservation was still going ahead and the member of staff that I spoke to said that the car was ready now if we would like to pick it up a little earlier than planned. Therefore, we picked it up at 12:26 hrs.

On completing the paperwork at the desk I asked whether the car should still be returned at 14.30 hrs on 30/07/2014, even though we picked it up slightly earlier, and the Sixt representative confirmed that this was correct, as per the rental agreement.

We returned the car at 14:26 hrs on 30/07/2014, however were later informed by email (from Giorgia) that we have been invoiced an additional Euro 66.04. She added the following:

“Concerning the extra day, please be informed that according our Terms and Conditions, one day of rental is made up of 24 hours. The rental starts from the day and time the vehicle is delivered to the Customer and will end on the day and time the vehicle is returned to Sixt Italy
It s allowed a time tolerance of 59 minutes after which one rental day is charged in addition.
As you picked up the car on 23/07/14 at 12.26 and dropped off on 30/07/14 at 14.25, one day more of rental has been calculated”

I am extremely frustrated by this as your customer service representative at Rome Internat. AP Fiumicino failed to mention this on the call and your member of staff at the car rental desk reassured me that check in time would be 14:30 hours on 30/07/2014. If we had known about this then we would have returned the car earlier.

Therefore, please could you kindly refund this amount to my bank account.

Many thanks,

John

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Car Hire Comment from Jessica Mason
Jessica Mason wrote on 15 September 2014 at 9:16 am   #  

Hi John,

I’ve sent you an email now.

I’m looking forward to your reply.

Thanks, Jess.

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Car Hire Comment from Punit Shah
Punit Shah wrote on 18 September 2014 at 3:29 pm   #  

I rented a car from Sixt at stuttgart airport. It was for 600 euros roughly.
When i got into the car there was no adblue i had to refill.
I have just seen my bank account it you have charged me £757 pounds! and i font even have a breakdown of the costs you charged me. i returned the car in pretty much the same condition

I am furious at the service i received at the airport from the staff.

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Car Hire Comment from Jessica Mason
Jessica Mason wrote on 23 September 2014 at 11:30 am   #  

Hi Punit.

I’ve sent you an email now.

I hope we can solve your query.

Thanks, Jess.

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