Sixt - Fee/charge Upon Car Return

Kia Sedona - Complaint
Review by walypr on 2013-06-10
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
SAN JUAN -- Agent didn't explain PR's toll system accurately upon picking up car. Got charged a $100 fee upon returning car.

To summarize, there are three types of lanes at the toll booths in PR: express, cash, and recharge. These are labeled "eXpress," "C," and "R." When renting a car with Sixt, you have the choice of using the express lanes if you activate the express pass, in which case you get charged a daily fee plus the toll charges. Otherwise, you pay with cash at the toll. The agent said that if I didn't activate the express pass, then I couldn't take the express lane, and that I'd have to pay in cash. I agreed to that since I wasn't going to go through the tolls much at all. However, she didn't explain that there was a third lane - the recharge lane - which can only be used to recharge the express pass. When I got to the first toll, I didn't go through the express lane as instructed; but I saw a lane labeled "C" and other two labeled "R." Because the agent hadn't explained the difference, I got into one of the "R" lanes, and was forced to use and charge the express pass on the rented car because that's the only way you can go through that lane (can't pay in cash, can't turn around, etc.). As a result, upon returning the car, I got charged a $100 fee plus the daily express pass fee and all associated taxes.
Comments:1 Replies - Latest reply on 2013-06-11
Posted by Matt - Sixt Customer Service U.K. on 2013-06-11:
Hi walypr,

I'm Matt from Sixt rent a car U.K. Customer Service Team.

We are sorry to hear that you are unhappy with our service on this occasion. Generally, it is your responsibility to research and understand the driving requirements for any new place that you visit. Whilst the Rental Agent can at the time of collection provide some helpful advice we can not of course be responsible for any misunderstanding or miscommunication.

Travel advice always recommends that the Traveller familiarises him/herself with local customs and laws, driving regulations etc. The car hire provider is not responsible to inform you of these.

We hope that our reply can provide some further clarity and helpful advice to other travellers on this topic.

Please let me know if you have any further questions.

Matt - Sixt Customer Service U.K.

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