Sixt - Danos

To whom it may concern.

I hope this email finds you well.

Me and some colleagues rented a van from your airport branch on the 11th of June for 3 days as you can see in the attached document which was sent to my email.

On the day of receiving the van, we encountered some issues, first of all, I paid with a credit card that did not have my name, which was noticed but nevertheless accepted by your employee at the airport branch. Afterward, we were given a van bigger than the one we had reserved online, which we accepted. But, most importantly, when we went to pick the car from the airport parking, we were not received by an employee to inspect the vehicle as is usually done, and I am sure of this due to the fact that I am a returning client of SIXT. After seeing nobody at the parking, we called the salesperson from the SIXT store to come and record the damages on the van before we leave with it, and the employee, surprisingly, told us that the new protocol is for the client to take a video of all existing damages and later send the video to the company in case anything happens. I have attached the video along with a screenshot of the timestamp showing the date and time the video was taken.

After the 3 days, we returned the car, with no additional damage than when we received the vehicle, to the delivery spot, where, once again, were encountered by nobody to inspect the car, therefore, we called the company and were told to leave the car keys in the SIXT box and leave the airport parking, so we did, this was on the 13th of June.

Afterward, on the 18th of June, I received an email with the invoice of my rental with the correct values. The email was this email address and came from the SIXT accounting department.

I heard no news after this, until the beginning of August when I received my monthly bank statement and to my surprise, there were 1,292.93 euros taken out of the credit card I used to pay for the rental. This value was taken out of my account, 1 month after my rental was concluded. I called SIXT Portugal and was told that the money was due to damage found on the van's front bumper, which is visible on the video I have attached, showing that the damage already existed when I picked up the vehicle. Neither I nor anybody else in the group received an email telling us about the damage or the fine related to it. After the phone call, the SIXT employee asked me for my email, again, and said she would send me the proof of damage the same day. I have not received anything after about a week. On the 7th of August, I visited the SIXT branch on Rua Andrade Corvo, 31 and talked to SIXT employee named Pedro Antones and explained the situation to him, he took my phone number and email address, again, and told me that someone from SIXT will urgently call me to fix the situation. Until now, I have not received any phone call from SIXT. The fact that I received the invoice from SIXT accounting, meant that SIXT had my email address in their system and still did not send me any proof of damage or fine description and followed through with taking money from my credit card.

To summarise:
- No inspection was done from your part, before or after the delivery of the vehicle
- Money was taken from my account with no previous warning or proof of damage
- The damage explained via phone call had existed with proof of it attached to this email

This situation is not acceptable from a reputable company like SIXT and I will be waiting for an urgent response to fix this issue that should not have happened in the first place. Please resolve the situation by transferring back the deducted amount back to the account it was taken from.

The problem will not be resolved until I receive the promised phone call, email response, or my money back.

Thank you for your understanding