Sixt complaints: email, phone and deposit refund

Sixt complaints: official channels in Spain

Section M of Sixt's general rental conditions for Spain lists these channels:

The company named in the conditions is Sixt Rent a Car, S.L.U., based in Palma in the Balearic Islands. Writing gives you a record of the date and of what you said: if you phone, send an email too.

If you hired outside Spain, check your rental agreement for the company and its terms: these are Sixt's conditions for rentals in Spain.

At pick-up: report damage before you move the car

Under section B of the conditions, you receive the car without defects other than those noted on the rental agreement, and you must tell the office about any damage that isn't listed before you move the car from its parking space. Walk round the car, photograph any marks and ask for them to be added before you drive off.

The return and the inspection

• During office hours: the general rule is to return the car while the branch is open and inspect it together with Sixt staff (the "Return Protocol").
• Out of hours, or without watching the inspection: only allowed for passenger cars. You park in the branch car park and leave the keys in the electronic return box, and you accept that staff inspect the car without you; Sixt then sends you a copy of the protocol. The same applies if you return during opening hours but choose not to attend the inspection. If you do this, film the car inside and out, with the mileage and fuel gauge, just before you drop the keys.

How Sixt prices damage

According to the liability section of the conditions:

• Damage is assessed by an independent expert chosen by Sixt, or by another expert you both agree on, using official repair shop rates and the manufacturers' published parts prices. The cost of the expert's report is charged to you.
• You are entitled to a copy of the expert's report. If the amount can't be set that way, it is set by the repair shop's estimate or invoice.
• If you took one of Sixt's liability limitations, Sixt claims the amount up to the agreed excess. The conditions list cases where the limitation doesn't apply and you are fully liable, such as wilful misconduct or gross negligence, not filing an accident report (or filing it late, incomplete or with false information), an unauthorised driver, or breaking the conditions' rules on use of the car.

How to dispute a Sixt damage charge

1. Ask for the documents: the return protocol, the photos and the copy of the expert's report.
2. Compare with your evidence of the car's condition at pick-up and return. Our guide to disputing hire car damage explains what to look for.
3. Check your cover: with a liability limitation, the charge shouldn't go above the agreed excess unless one of the exclusions applies. See our guide to being charged the excess.
4. Email your complaint to service@sixt.es with the agreement number in the subject line, saying what you dispute and the outcome you want. You can start from our complaint letter template.

If you bought excess insurance elsewhere, it doesn't stop Sixt charging you; you then claim from your insurer, who will want the return protocol, the expert's report and proof of the charge.

The security deposit at Sixt

• How it's taken: on a credit card it's an authorisation or hold; on a debit card or in cash, it's a charge. It's taken with the same payment method as the rental, prepaid rates included.
• How much: the rental amount plus a fixed sum that depends on the car category. The conditions' table gives €300 for most cars, €500 or €750 for some higher categories, and €2,000 for sports, luxury and special cars.
• When it comes back: after the car is returned and checked, Sixt cancels the hold on your credit card or refunds the deposit. A cash deposit is refunded by bank transfer to an account in your name.

The conditions give no number of days. If you still don't see the money after a few days, email service@sixt.es asking for confirmation, and see our guides to card holds that aren't released and to getting a car hire deposit back.

Fuel and cleaning

• Fuel: cars with a combustion engine come with a full tank and must go back full. If not, Sixt charges for the fuel plus a refuelling charge from its additional charges list. The conditions describe two alternatives: "Flexi-Fuel", chosen when you book, where you pay only for the litres used at market price plus the refuelling service; and "Fuel Tank", chosen when you sign the agreement, which lets you return the car without filling up for a fixed price. Check your agreement to see which you had, and keep the petrol station receipt.
• Special cleaning: only when the car needs a specialist cleaning company (vomit, ink stains, mud, animal dirt and the like) or smells of tobacco. It is charged at the price the specialist cleaning company invoices for the job, so ask for that invoice if you're charged.

If Sixt doesn't reply or rejects your complaint

• Hires in the Balearic Islands: Sixt says it follows the Balearic Islands car rental Code of Good Practice, so if you're not satisfied with its answer, you can take a complaint about a Balearic hire to the Balearic Islands Transport Arbitration Boards.
• Elsewhere in Spain: its conditions say Sixt won't take part in consumer or transport arbitration. You can still take your complaint to a consumer office in Spain; the Ministry of Consumer Affairs explains the official channels (in Spanish).
• European conciliation (ECRCS): Sixt takes part in the European Car Rental Conciliation Service. Its conditions offer it to EU residents who rented in another EU country and aren't satisfied with Sixt's answer. Leaseurope says the service covers rentals booked directly in one European country and picked up in another, after the company's final answer, and that participating companies must abide by its decision. If you live in the UK, ask Sixt whether it applies to your hire.
• If you live in the EU, Iceland or Norway: the European Consumer Centre in your own country can help with a dispute with a trader in another of these countries. If you live in the UK, the UK International Consumer Centre can help.
• Your card issuer: if your card was charged an amount that was not fixed when you gave it as a guarantee, and it is more than you could reasonably have expected, you may be able to ask your card issuer for a refund within eight weeks of the charge. This comes from articles 76 and 77 of the EU Payment Services Directive and, for UK cards, regulations 79 and 80 of the Payment Services Regulations 2017. Ask your bank how it applies to your card.

How does Sixt compare with other companies? See our comparison of ten car hire companies in Spain: deposits, deadlines to dispute damage, fuel and conciliation.

Common questions about Sixt complaints

What is Sixt's complaints phone number in Spain?

Its conditions give +34 871 180 192 for questions and complaints. Send your complaint in writing to service@sixt.es as well, so you have a record.

Which email address do I complain to?

service@sixt.es, with your rental agreement number in the subject line, as its conditions ask.

How long does Sixt take to return the deposit?

Its conditions give no number of days: once the car is back and checked, Sixt cancels the hold or refunds the deposit. If you still don't see the money after a few days, email service@sixt.es asking for confirmation.

Can Sixt charge me for damage without showing me the expert's report?

Its conditions say you are entitled to a copy of the expert's report. If you're charged for damage, ask for it in writing and dispute the amount with it in hand.

I returned the car out of hours and now I'm charged for damage. What can I do?

By returning out of hours you accept an inspection without you, but Sixt must send you a copy of the return protocol. Ask for it together with the photos and the expert's report, and send your own photos or video of the return.