Sixt

Rented a small van from here the other week. It was very easy to book online, and they were very flexible regarding times for returning the vehicle. I was given all the relevant insurance and breakdown information.
The van itself was in good condition, and it was good that they had a damage report for the few nicks that were on it, so I could check those over with the staff to make sure I wouldn’t be billed for it.
My only problem was that there was no mention of a deposit online. While I shouldn’t have assumed that there wouldn’t be a deposit, I should have been told how much the it was before I got there on the day. But I got the deposit back very swiftly after the hire was over.
Overall, my experience with hiring from them was great.

1^st rental:
— The confirmation email is written in German.
— The van has a problem with the back door, and won’t close. We are forced to return to the branch to get it fixed, which adds another hour (and significant fuel) to our already hyper-​busy day.
— Nobody at the branch tells me that there is a 24-​hour returns policy when booking or collecting the van. I go hell for leather all day in order to return it on time, show up breathless at 4:58 and the man on the desk tells me «oh, you could have just dropped it off later and popped the keys through that hole in the wall».
— I am asked if I want to sign up to the loyalty scheme. I decline. One week later, I receive a package containing my new loyalty card.
2^nd rental:
— I order a Transit, and arrive to discover that due to a system cock-​up, every single rental for that weekend has been accidentally logged as a caddy van, with the manager cheerfully adding «I did think it was strange that everybody wanted caddies». But apparently not so strange that she or indeed anybody else considered contacting head office and questioning the situation. The caddy is too small for my purposes but the only other option is a box van. Whilst admittedly they don’t charge me extra (as they bloody well shouldn’t), and tack on the better insurance for free as an apology, I am then forced to drive a box van all day which is horrible. They are huge, awkward, cumbersome and hard to manœuvre. I’m not a nervous driver but the entire experience is so stressful that I get a headache from clenching my teeth. Plus, they’re heavier and require more fuel so overall it does actually cost us more.
3^rd rental:
— Again, I reserve a small Transit. On arrival I’m told that they have an excess of larger Mercedes Sprinters and offered one as an alternative for the same price (although I can still have the Transit if I prefer) — this is a rare positive point in a sea of disasters, and I take them up on it. I do as the manager suggests and buy the extra insurance, taking the excess down to £75. They show me around the truck and point out the logged damage. FYI these vans are the nicest of all to drive, if you have the option. Smooth and simple.
— A beeping flash-​up message on the dashboard constantly reminds me that the van is overdue for its service by THREE THOUSAND MILES. That’s the width of the Atlantic Ocean.
— All goes well and we return it at midnight on Sunday. On Monday I receive a call from Sixt informing me that there is damage to the roof of the van. It’s been logged by the new users and wasn’t beforehand, therefore it’s my responsibility. «At least you have the better insurance», she says. My protestations that I never actually hit anything fall on deaf ears; which I suppose is understandable, since it’s my word against theirs, but nonetheless I know I didn’t do it and they are dogmatically assuring me that I did. They suggest I come and take a look at the van when they have it back on Wednesday, so we alter our plans, get up early, and make a detour there before work.
From the ground, it’s virtually impossible to see the damage. Even my boyfriend, who is 6’8″, must use a stepladder. There’s no way I could have noticed and logged it before driving off without having done so myself, and the suggestion that I check it in such finite detail was never made, nor did anybody offer me a ladder to do so. My father would be horrified that I didn’t go over it with a fine-​tooth comb but it was raining, they’d given me a list of pre-​existing damage, and to be perfectly honest it hadn’t occurred to me to check the roof. Anyway: my boyfriend ascends the ladder, and discovers that there is indeed a massive dent, accompanied by a big scrape. .. which is rusty. Rust does not accumulate in two days. The damage is clearly old. I furiously take photos and march off to confront the manager but luckily my boyfriend (more level-​headed than I in this instance, possibly since it’s neither his driving ability nor honesty being called into question) takes over and calmly explains the situation. She does a complete 180, confirms that since it’s old damage we of course won’t be charged, and thanks us for coming down and taking a look for ourselves.
Now whilst I’m relieved that it got resolved so quickly and indeed I wasn’t charged, I remain incensed that it happened at all. The men in the yard told us that they conduct thorough checks whenever a van is returned: patently not true. The manager says she «saw the damage from the ground but didn’t look at it with a ladder»: she should have confirmed it before accusing me. Whatever happened to «innocent until proven guilty»? Why do I need to go out of MY way to prove THEIR mistakes? What if I couldn’t get there to see it? Were they hoping that I’d just say «sod it, it’s only £75» and pay the excess?
I use this branch ONLY because it’s so close. Given the choice, I would go literally anywhere else, and I strongly suggest you do too.