I recently rented a vehicle from SIXT Rental Company which I am currently undergoing a dispute with, so I was wondering if someone can help tell what rights I have as a consumer for the following event that occurred at the Airport in Naples, Italy:
Upon return of the vehicle, I requested to have the vehicle to be checked by a SIXT resprentive for any damage and that vehicle was full of fuel as I had received it. After waiting for more than half an hour, a young lad shows up disgruntled (appreared upset that he had to come to inspect the vehicle and also stated that I only needed to drop off the keys at the main office in the airport), and, after inspecting the vehicle, states that there may have been an attempt of a break in. In surprise, I asked him how did he come up with that conclusion which his response was that he believes that there may be prying damage on the car door lock so he asked for my opinion. As requested, I inspected the lock from a standing visual distance and noted no damage. He agreed, however, he had asked if I could take a closer look (eye level was approximately 4 inches from the lock), and again I saw absolutely no damage (NO PRYING, NO SCRATCHES, LOCK WAS IN FULL FUNCTIONAL ORDER). Upon this check, he stated that there was no need to worry, however, for some unknown reason to me, he instructed me to make a statement as to where the car was parked. In my statement I indicated the following. First I saw absolutely no damage. Second the car was parked for the most part at various US military facilities which are known for their security located in Naples, Italy. I have an independent witness who can confirm of the facts that came about at the return of this vehicle.
Believing that I was being taking advantage of, I went to the main office in the airport and requested that this matter be taken care of immediately. She stated that there is no need to worry because no additional cost would be added to my bill since the damage noted was probably due to normal wear&tear and that the statement I made was sufficient enough. Again, I felt like I was being shrugged off, so I decided to contact the SIXT office directly, and after a week of correspondence assuring me that there is no problems, it has been brought to my attention that I was being charged for damage that I did not commit. I find this practice to be outrageous since I believe that this matter could have been cleared up at the airport where I could have obtained a second opinion to see that indeed there was no damage and in addition submit a fraudulent report if needed. This is my first time renting with SIXT, however I have rented with others companies, and I must say that this is first time I have encountered such an event (It is normal procedure for attendants to be present for inspection at the time of delivery and pick up). Now I know that a vehicle should be inspected before a pick up and after a drop off, however, what happens when there is question as to if there was indeed damage; can SIXT take dispute in their own hands and charge me for a damage which I clearly did not commit?

I would appreciate it if you could send me the details.

I'll do what I can to help. My e-mail is [email protected]

Gary - Customer Service Team