Sixt Customer Service
Jan 31, 2012 | 8:41 pm
#1
Original Poster
Join Date: Dec 2007
Location: South Florida
Programs: UA Gold (1MM), Marriott Titanium, Hilton Gold
Posts: 302
Sixt Customer Service
I recently started using Sixt for rental in Europe because I found the rates competitive and the fleet nicer than other companies. However, my recent experience at MUC has left me extremely disappointed.
I have already contacted customer service twice in attempt to resolve the matter and I'm frustrated with the experience. The responses that I've received are borderline rude and basically send a message 'we're right - you're wrong and a liar'. I can't remember ever dealing with such a poor customer service.
The problem is that has significantly overcharged me for a rental, by adding all kinds of additional services to the rental. I've booked 1-series rental online for pickup at MUC. I did not select any extras during booking. When I arrived at the Sixt rental, the place was a complete mess. Tons of people with agents completely overwhelmed with the customers. I took almost 30 minutes of waiting to get the keys.
When I finally got to the agent the 1-series was not available. I was offered other choices which included cars from lower categories (Peugot 308). Eventually went with A3 which is probably in the same tier. I was offered additional insurance options which I declined and the agent handed me the printout which was in German (don't know why since we spoke in English and the passport is US). It wasn't until I returned from the trip and looked at the invoice online that I realized that the agent for some reason chose to add all kinds of insurance extras to the rental essentially doubling the price.
I feel that Sixt is either being unethical or not competent. Attempts to resolve this with customer service are not yielding any results. Any suggestion on how to get this resolved? I'm tempted to get this resolved via CC, but would prefer Sixt to set the record straight.
I have already contacted customer service twice in attempt to resolve the matter and I'm frustrated with the experience. The responses that I've received are borderline rude and basically send a message 'we're right - you're wrong and a liar'. I can't remember ever dealing with such a poor customer service.
The problem is that has significantly overcharged me for a rental, by adding all kinds of additional services to the rental. I've booked 1-series rental online for pickup at MUC. I did not select any extras during booking. When I arrived at the Sixt rental, the place was a complete mess. Tons of people with agents completely overwhelmed with the customers. I took almost 30 minutes of waiting to get the keys.
When I finally got to the agent the 1-series was not available. I was offered other choices which included cars from lower categories (Peugot 308). Eventually went with A3 which is probably in the same tier. I was offered additional insurance options which I declined and the agent handed me the printout which was in German (don't know why since we spoke in English and the passport is US). It wasn't until I returned from the trip and looked at the invoice online that I realized that the agent for some reason chose to add all kinds of insurance extras to the rental essentially doubling the price.
I feel that Sixt is either being unethical or not competent. Attempts to resolve this with customer service are not yielding any results. Any suggestion on how to get this resolved? I'm tempted to get this resolved via CC, but would prefer Sixt to set the record straight.
Feb 1, 2012 | 2:47 am
#2
Company Representative - Sixt
Join Date: Jul 2010
Posts: 82
I recently started using Sixt for rental in Europe because I found the rates competitive and the fleet nicer than other companies. However, my recent experience at MUC has left me extremely disappointed.
I have already contacted customer service twice in attempt to resolve the matter and I'm frustrated with the experience. The responses that I've received are borderline rude and basically send a message 'we're right - you're wrong and a liar'. I can't remember ever dealing with such a poor customer service.
The problem is that has significantly overcharged me for a rental, by adding all kinds of additional services to the rental. I've booked 1-series rental online for pickup at MUC. I did not select any extras during booking. When I arrived at the Sixt rental, the place was a complete mess. Tons of people with agents completely overwhelmed with the customers. I took almost 30 minutes of waiting to get the keys.
When I finally got to the agent the 1-series was not available. I was offered other choices which included cars from lower categories (Peugot 308). Eventually went with A3 which is probably in the same tier. I was offered additional insurance options which I declined and the agent handed me the printout which was in German (don't know why since we spoke in English and the passport is US). It wasn't until I returned from the trip and looked at the invoice online that I realized that the agent for some reason chose to add all kinds of insurance extras to the rental essentially doubling the price.
I feel that Sixt is either being unethical or not competent. Attempts to resolve this with customer service are not yielding any results. Any suggestion on how to get this resolved? I'm tempted to get this resolved via CC, but would prefer Sixt to set the record straight.
I have already contacted customer service twice in attempt to resolve the matter and I'm frustrated with the experience. The responses that I've received are borderline rude and basically send a message 'we're right - you're wrong and a liar'. I can't remember ever dealing with such a poor customer service.
The problem is that has significantly overcharged me for a rental, by adding all kinds of additional services to the rental. I've booked 1-series rental online for pickup at MUC. I did not select any extras during booking. When I arrived at the Sixt rental, the place was a complete mess. Tons of people with agents completely overwhelmed with the customers. I took almost 30 minutes of waiting to get the keys.
When I finally got to the agent the 1-series was not available. I was offered other choices which included cars from lower categories (Peugot 308). Eventually went with A3 which is probably in the same tier. I was offered additional insurance options which I declined and the agent handed me the printout which was in German (don't know why since we spoke in English and the passport is US). It wasn't until I returned from the trip and looked at the invoice online that I realized that the agent for some reason chose to add all kinds of insurance extras to the rental essentially doubling the price.
I feel that Sixt is either being unethical or not competent. Attempts to resolve this with customer service are not yielding any results. Any suggestion on how to get this resolved? I'm tempted to get this resolved via CC, but would prefer Sixt to set the record straight.
I am very sorry to hear about your recent experience in MUC. Please could you e-mail me your reservation number and I will be more then happy to investigate this matter for you.
My e-mail address is [email protected]
Many Thanks
Best Regards
Sabine Blasig
Feb 4, 2012 | 2:48 pm
#3
Join Date: Nov 2006
Location: Amsterdam
Programs: FB Club 2000, M&M Hon
Posts: 326
You can't booked a specific car only a car tier
Ask for a printout in English before signing the agreement. AFAIK the agreement indicates which insurance you took. All my Sixt agreements are very clear about the insurance I took.
I was offered additional insurance options which I declined and the agent handed me the printout which was in German (don't know why since we spoke in English and the passport is US).
Feb 4, 2012 | 3:20 pm
#4
Original Poster
Join Date: Dec 2007
Location: South Florida
Programs: UA Gold (1MM), Marriott Titanium, Hilton Gold
Posts: 302
No disagreement here. My point is that when I asked for a 1-series the agent informed me that they are not available (this is fine), but then proceeded to offer cars from lower tiers which I feel is a bit dishonest. I specifically chose to pay extra for a higher-tier car and I'd expect to receive what I paid for.
Again, you're absolutely correct, but it goes back to the point of the honestly and transparency. I should be clear to the agent that as holder of non-German passport and someone interacting with the agent in English it would make sense to provide an English version of the agreement. When I rent from Avis I never have this problem. I this specific scenario, after having to wait for so long to get the car I was frankly just fed up with the process and wanted to get out of there as quickly as possible.
Again, you're absolutely correct, but it goes back to the point of the honestly and transparency. I should be clear to the agent that as holder of non-German passport and someone interacting with the agent in English it would make sense to provide an English version of the agreement. When I rent from Avis I never have this problem. I this specific scenario, after having to wait for so long to get the car I was frankly just fed up with the process and wanted to get out of there as quickly as possible.
Feb 4, 2012 | 3:38 pm
#5
Join Date: Nov 2006
Location: Amsterdam
Programs: FB Club 2000, M&M Hon
Posts: 326
No disagreement here. My point is that when I asked for a 1-series the agent informed me that they are not available (this is fine), but then proceeded to offer cars from lower tiers which I feel is a bit dishonest. I specifically chose to pay extra for a higher-tier car and I'd expect to receive what I paid for.
Again, you're absolutely correct, but it goes back to the point of the honestly and transparency. I should be clear to the agent that as holder of non-German passport and someone interacting with the agent in English it would make sense to provide an English version of the agreement. When I rent from Avis I never have this problem. I this specific scenario, after having to wait for so long to get the car I was frankly just fed up with the process and wanted to get out of there as quickly as possible.
Again, you're absolutely correct, but it goes back to the point of the honestly and transparency. I should be clear to the agent that as holder of non-German passport and someone interacting with the agent in English it would make sense to provide an English version of the agreement. When I rent from Avis I never have this problem. I this specific scenario, after having to wait for so long to get the car I was frankly just fed up with the process and wanted to get out of there as quickly as possible.
But for the next time, keep in mind that the rentalagreement also states the existing damages on the car.
Feb 7, 2012 | 8:54 am
#6
Company Representative - Sixt
Join Date: Jul 2010
Posts: 82
I recently started using Sixt for rental in Europe because I found the rates competitive and the fleet nicer than other companies. However, my recent experience at MUC has left me extremely disappointed.
I have already contacted customer service twice in attempt to resolve the matter and I'm frustrated with the experience. The responses that I've received are borderline rude and basically send a message 'we're right - you're wrong and a liar'. I can't remember ever dealing with such a poor customer service.
The problem is that has significantly overcharged me for a rental, by adding all kinds of additional services to the rental. I've booked 1-series rental online for pickup at MUC. I did not select any extras during booking. When I arrived at the Sixt rental, the place was a complete mess. Tons of people with agents completely overwhelmed with the customers. I took almost 30 minutes of waiting to get the keys.
When I finally got to the agent the 1-series was not available. I was offered other choices which included cars from lower categories (Peugot 308). Eventually went with A3 which is probably in the same tier. I was offered additional insurance options which I declined and the agent handed me the printout which was in German (don't know why since we spoke in English and the passport is US). It wasn't until I returned from the trip and looked at the invoice online that I realized that the agent for some reason chose to add all kinds of insurance extras to the rental essentially doubling the price.
I feel that Sixt is either being unethical or not competent. Attempts to resolve this with customer service are not yielding any results. Any suggestion on how to get this resolved? I'm tempted to get this resolved via CC, but would prefer Sixt to set the record straight.
I have already contacted customer service twice in attempt to resolve the matter and I'm frustrated with the experience. The responses that I've received are borderline rude and basically send a message 'we're right - you're wrong and a liar'. I can't remember ever dealing with such a poor customer service.
The problem is that has significantly overcharged me for a rental, by adding all kinds of additional services to the rental. I've booked 1-series rental online for pickup at MUC. I did not select any extras during booking. When I arrived at the Sixt rental, the place was a complete mess. Tons of people with agents completely overwhelmed with the customers. I took almost 30 minutes of waiting to get the keys.
When I finally got to the agent the 1-series was not available. I was offered other choices which included cars from lower categories (Peugot 308). Eventually went with A3 which is probably in the same tier. I was offered additional insurance options which I declined and the agent handed me the printout which was in German (don't know why since we spoke in English and the passport is US). It wasn't until I returned from the trip and looked at the invoice online that I realized that the agent for some reason chose to add all kinds of insurance extras to the rental essentially doubling the price.
I feel that Sixt is either being unethical or not competent. Attempts to resolve this with customer service are not yielding any results. Any suggestion on how to get this resolved? I'm tempted to get this resolved via CC, but would prefer Sixt to set the record straight.
I just send you an e-mail confirming the outcome of your query.
In regards to the rental agreement being in German there was a fault in the rental system, which now has been sorted and all English speaking customer should receive a rental agreement in English. If you receive a rental agreement in German, please ask the member of staff for an English copy.
Best Regards
Sabine