First time with Sixt in the US and I am quite disappointed. Indifferent customer service, limited vehicle availability and a very negative experience overall.
TL;DR:
Platinum member, did not get any upgrades (was offered upsell instead), had to visit SIXT LAX four times and spent about eight hours in total to get rid of the XTS. XTS is a bad car, avoid if you can. Beware, XCARs in the US are very lightly equipped. FDAR/LDAR cars in Germany come with much better options.
I am a Platinum member (I have been consistently getting free one/two-tier upgrades with Sixt in Germany and I am very, very happy with SIXT Germany). I knew that in the US Platinums can get a free two-tier upgrade (subject to availability, I know).
My booking was at Sixt Venice Beach for an XCAR (5-series, E-class, XTS). When I showed up for pickup, the Venice Beach station told me that the only car they had available in that class was an XTS. I didn't really want an XTS and I asked the branch manager what can the XTS be upgraded to, given my Platinum status and my willingness to pay extra, if needed. The guy told me to go to SIXT LAX and ask for vehicle exchange, as SIXT LAX would have the largest vehicle selection in town.
SIXT LAX Visit one (Sept 15):
I come to SIXT LAX and start asking about vehicle exchange and an upgrade to my current XCAR. I am given several answers:
- my XCAR is the highest sedan class and is not upgradeable. Had I booked a car two classes lower, I would've gotten a free two-tier upgrade to XCAR.
- vehicle exchange is not possible at the moment, the only car that they can give me is another XTS.
- come back later today, we'll look at what vehicles have been returned.
Sixt LAX visit two (Sept 16).
I drove my XTS around a little and I started hating it. This car does not belong in the same class as BMW 5-Series/E-class. Think of it as an Impala with ventilated seats. Its all-touchscreen infotainment system is slow and unresponsive (think touchscreen Nokia in 2009) and distracts from driving. The engine and the gearbox in this car are in a constant state of disagreement/argument and seem like on the verge of divorcing - response to throttle input is laggy, non-linear and completely unpredictable. In my opinion, the XTS is not a safe car drive, particularly when accelerating/changing lanes on the freeway.
So, as previously agreed with the station, I come to SIXT LAX next afternoon. At the station I explain that I would like to exchange my XTS for something else, preferably a BMW or an Audi (I am more familiar with their navi systems). No vehicles available for exchange. Sorry, only Cadillacs. Now I am getting a little tired of this and ask the manager to explore other classes - I am willing to settle for a smaller vehicle or pay for an upgrade to a larger vehicle. Anything but the Cadillac. The lady (branch manager or branch supervisor, I don't remember. And what is it with SIXT people at LAX not wearing name tags? I wish I could give you names of the staff that I interacted with, but they did not wear name tags) tells me she can put me into a smaller class at the same daily rate (!) or put me in a different class - convertibles/coupes, but at an additional charge. At this stage I am getting a little tired of everything and agree with the convertible. So I am getting an upgrade to an LTAR (BMW 4-Series convertible) for +$40/day. I sign the paperwork and proceed to my new car. I am quite tired by now and don't pay attention to the vehicle's condition. In a few blocks I realize that my car's interior is dirty. And the dirt is not the hard-to-remove kind, but of the kind that comes off easily, no super effort required. So I drive back and hand back the keys for the 4-series and ask the lady (branch manager, I suppose. no name tag on her) to put a hold on the car/prebook me/put an asterisk next to my name/do anything thing that is necessary to make sure that next time I come for vehicle exchange I do get a 5-series/A6/E-class. The lady says that she can't do that, that they don't book specific cars, only specific classes, the usual story. Since I returned my 4-series, they had to give me another car. That car was a brand new... Cadillac XTS, with 20 miles on the odo. By that stage it was getting quite late and I had to leave this wonderful location.
SIXT LAX Visit three (Sept 17, early afternoon):
Before talking to the branch supervisor/manager (different lady this time), I walked around their garage. I approach her and ask about vehicle exchange. Same story - no vehicles available for exchange, only XTSs.
-Are there any other options at other Sixt LA locations?
-No, sorry, can't help you, blah-blah-blah.
-But you have an E350 in the garage, can I take it?
-No, it has been RESERVED for another customer.
-..., your colleague told me that you can't reserve specific vehicles? Was it reserved for me?
- No, it was for a different customer.
- I've indicated that I prefer a BMW in my booking, how come I didn't get what I asked for?
- Sir, we reserve vehicle class but we don't reserve specific vehicles.
I am getting massively frustrated by this. I am determined to ditch the XTS and get something different. I agree to stop by in 3 hours, as another e350 is expected to be dropped off (Can you hold this car for me until either later tonight or tomorrow morning? No, we don't reserve a particular car, we reserve vehicle class).
I call the station in two hours and it turns out a E350 is available. I race to SIXT LAX to get my vehicle exchanged. I can't me to the branch manager and hand her keys from the XTS. She smiles and says that no vehicle exchanges are possible at this moment BECAUSE THEIR SYSTEM IS DOWN! ok, I wait 15 minutes, then another fifteen, then half an hour, another 30 minutes. the que of people is growing, but some customers are getting their cars, even when the system is down! People are becoming quite upset, but SIXT staff ignore them and don't Bother to explain how long will the system reboot last and how come some people are gettnig their cars and some aren't. After about two hours the branch manager lady decided to process vehicle issue/exchange manually. I got my e350 and drove back to my hotel.
Oh, and the E350 was pretty barebones - no navi, no parking assist, no keyless. Still massively better than the XTS.
Conclusion: will stick with Sixt Germany, where I am getting fantastic service and treatment. Will avoid Sixt in the US.