Originally Posted by 2035

Hi
Looking for some guidance here on how to address a complaint re this branch.
I am a Diamond member, and have always been extremely happy with service and upgrades from Sixt in the past (mostly in UK and Germany). But this experience in Dubrovnik has put me off.

I reserved an VW Golf Automatic for 3 days, as I have a family of 4 + infant stroller and need to be guaranteed some minimum space.
Car was delivered to hotel this morning 30 minutes late - and was a 1.2 L Chevy Aveo, which is much smaller with no boot. It has 70K on the odometer, is covered in dents and scratches, reeks of smoke inside (rental guy simply said 'the last person smoked and we didn't have time to clean it') and is filthy, with crumbs everywhere and half full cans in seat pockets etc. It had 3/8 tank petrol (actually a bit less but the guy refused to mark that) so was clearly not serviced at all between rentals. He also tried not to mark on damage report major dents saying that 'it doesn't matter and we know them' but I insisted.

Sixt are saying that this is car is same class as VW Golf, and so no reduction possible and no other cars available (I need automatic) - and I can't go calling around other companies now. They also tacked on an extra unmarked on website EUR 15 to the rental contract for the green card (which is part of standard insurance documentation) - they said I need to pay this if I want to travel abroad and get green card (other rental companies don't do that).

I called again this evening to ask to change cars, but the guy said he was busy and can't speak, that Aveo is same as Golf (so no reduction or change), and I can't get a different car or upgrade.

I am very disappointed, but can't wait around tomorrow trying to change car. It will be an extremely uncomfortable and smelly drive on winding roads in Montenegro tomorrow and I will need to put baby stroller under back seats as it won't fit in boot...

Any suggestions on recourse? Otherwise, you have been warned about this branch...