1/5 Bianca H. 2 months ago on Google • 2 reviews New
Service
Desaster
in
Darmstadt
and
Customer
Service
I
reserved
an
SUV
with
snow
chains
on
Jan
4
for
pick
up
at
Jan
21
and
paid
in
advance.
The
plan
was
to
drive
a
day
later
on
Jan
22
to
ski
vacation
in
Austria.
At
pick
up
of
the
car
on
Jan
21,
Sixt
could
not
provide
me
the
reserved
snow
chains.
So
the
rental
was
so
to
say
useless,
as
it
is
mandatory
to
drive
in
Austria
in
ski
areas
with
snow
chains.
The
lady
at
the
counter
in
Darmstadt
offered
to
email
me
later
to
provide
a
solution,
like
picking
up
snow
chains
in
Stuttgart
Airport
or
in
Darmstadt
the
day
after.
She
or
the
colleagues
in
Darmstadt
never
contacted
me
again
or
wrote
an
email,
despite
she
said
the
office
opens
at
8:00.
In
the
morning
the
next
day
on
Jan
22,
9
am
I
contacted
via
the
app
the
customer
service.
No
response.
At
10:00
I
called
the
customer
service,
which
was
kind
and
said
he
will
contact
Stuttgart
Airport.
Sixt
at
Stuttgart
Airport
called
me
back
at
13:00.
But
for
the
car
that
I
got
there
were
no
snow
chains
available
and
Sixt
was
unable
to
deliver
any
chains
to
that
station
so
that
I
could
simply
pick
them
up.
The
only
option
was
to
change
the
car
to
a
car
for
which
snow
chains
were
available.
I
got
told
that
I
need
to
fuel
the
car
before
changing
it
in
Stuttgart
and
I
asked
Anna-Marie
to
check
with
her
Manager
in
charge
if
this
could
not
be
offered
complementary
by
Sixt,
as
Sixt
was
unable
to
provide
me
the
reserved,
paid
and
contracted
snow
chains
in
even
more
than
24
hrs.
And
now
I
even
have
to
offload
the
fully
packed
car
to
receive
a
new
car.
She
confirmed
that
the
fueling
would
be
complementary.
At
16:30
I
arrived
at
the
desk
in
Sixt
at
Airport
in
Stuttgart
and
the
manager
in
duty
was
not
aware
of
anything
that
was
discussed
3
hours
before.
I
signed
the
typical
online
screen
that
showed
the
old
car
left
and
the
new
car
right.
When
I
checked
now
my
invoice
I
saw
that
I
got
two
positions
added
to
my
original
rental
fee:
55
Euro
out
of
hours
fee
and
126
Euro
fueling
fee.
I
contacted
the
Customer
Service
that
I
disagree
with
those
two
positions
and
received
the
following
answer:
“your
rental
was
charged
as
agreed
in
the
rental
agreement
you
signed
when
picking
up
the
car.”
Which
is
not
fully
correct,
as
I
was
not
made
aware
that
there
are
two
positions
added.
I
was
made
think
that
I
change
the
car
under
the
same
renting
conditions.
And
by
the
way,
why
should
the
renting
conditions
change,
if
I
only
want
to
get
the
3
weeks
ago
reserved
car
with
snow
chains
under
the
same
conditions
that
I
reserved
and
paid.
Overall,
it
leaves
the
impression
of
really
bad
customer
care
(a)
from
the
Darmstadt
Sixt
station,
the
reserved
car
could
not
be
provided,
nobody
called
back
or
contacted
me
again,
(b)
from
the
Customer
Service
that
answered
my
online
contact
request
on
Jan
23,
9:30:
“Ihre
Anfrage
ist
bei
uns
eingegangen.
Diese
haben
wir
an
die
Sixt
Station
weitergeleitet.
Unsere
Mitarbeiter
werden
Sie
schnellstmöglich
kontaktieren.”
which
is
a
joke,
because
at
this
point
in
time
I
was
already
arrived
in
Austria.
And
(c)
billing
those
extra
charges
against
the
agreement
made.
I
can
not
get
rid
of
the
feeling
that
the
processes
with
which
Sixt
is
operating
are
broken
and
the
customer
care
comes
last.
Instead
of
a
smooth
vacation
trip
this
rental
ended
up
in
much
stress,
calls
and
complaints.
Sixt
can
be
ensured
that
this
was
my
last
rental
with
them.