I have been a SIXT+ subscription customer in Frankfurt and unfortunately my recent experience has been extremely frustrating.
SIXT applied a penalty charge for not exchanging a vehicle, claiming that I did not respond to their requests. This is simply not accurate and the documented timeline proves otherwise.
Here are the actual facts:
• 30 December 2025 – SIXT emailed me requesting a vehicle exchange.
• 31 December 2025 – I replied the very next day explaining clearly that I was out of Germany for approximately three weeks, including a business trip to Italy from 7–10 January, and that I would arrange the exchange once I returned.
Despite this clear communication, SIXT continued sending automated emails asking when the exchange could be done.
• From 9 January 2026 – I was available again to arrange the exchange.
• 13–14 January 2026 – I went to the Frankfurt Mainzer Landstraße branch and booked the vehicle exchange.
• 16 January 2026 – On the morning of the appointment I received a call from the SIXT call center telling me the replacement vehicle was not available, and that the Eschborn branch would contact me.
So in reality:
✔ I responded immediately to SIXT's request
✔ I informed them I was outside Germany
✔ I arranged the exchange after my return
✔ The exchange failed due to vehicle availability on SIXT’s side
Despite this, SIXT issued an invoice claiming I ignored their requests.
To make matters worse, their customer service response simply repeated that I "did not answer", ignoring the email evidence and the actual timeline.
As a SIXT+ customer this is very disappointing. I am still waiting for SIXT to properly review the case and correct the charge.
I hope SIXT management reviews this situation properly and resolves it fairly.
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