Imagine returning a rental car in perfect condition, only to be told days later you damaged it and owe thousands.
That’s what one North Carolina man says happened to him, and when he couldn’t get answers from the rental company, he turned to WRAL 5 On Your Side for help.
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Mike Robinson knows the rules of the road better than most.
“As far as it comes to driving, I guess other than NASCAR, I’m pretty experienced,” he joked.
Robinson said he’s driven Army tanks and squad cars. He said he’s also taught student drivers at Jordan Driving School.
Robinson owns a private investigation and security firm. He also carries a commercial driver’s license. His record is spotless.
“My driving is extensive. Zero points on my license,” Robinson said. “I was trained by the Secret Service for executive protection. That’s extensive training and driving.”
However, after a recent work trip to Seattle, Robinson says none of that mattered to Sixt Rent a Car.
“She said, ‘You’re good to go,’” Robinson recalled of the return inspection. “She walked around the whole vehicle.”
A week later, Robinson received a message with a photo of a 10-centimeter rim scratch and a new bill.
“It was a charge for a new rim, a new tire, front-end alignment, [an] administrative fee, [and an] invoice fee,” he said. “I couldn’t lower any of it. It was over $1,000.”
Robinson says Sixt never provided timestamped photos, proof that the damage happened during his rental or even confirmation that the photo was of the same vehicle. Even after warnings that the bill could go to collections, he refused to pay.
“I did not have an accident or incident with that vehicle,” Robinson said. “I just think it’s unfair.”
When he contacted the vehicle manufacturer, BMW told him the scratch appeared superficial, the kind of cosmetic scuff that wouldn’t require a new rim at all. Then, he learned he wasn’t alone.
WRAL 5 On Your Side found dozens of Sixt customers nationwide reporting the same thing: Large charges for nearly identical rim scratches. Earlier this year, a class-action lawsuit accusing Sixt of billing customers for “fake damage” resulted in an $11.07 million settlement, but only for renters in 2019 or earlier.
WRAL 5 On Your Side pressed Sixt for proof that Robinson caused the damage, questioned how so many drivers could have nearly identical scratches, and asked the company to remove the charges and stop collection threats.
On Thursday, Sixt provided a statement to WRAL 5 On Your Side.
"While we stand behind the validity of the damage claim based on the documentation available, we have decided to close the claim as a courtesy to the customer," Sixt wrote. "For privacy reasons, we are unable to discuss the details of a reservation with anyone other than the reservation holder, but we wanted to provide you with this update."
Sixt also wrote that its claims teams would send direct communication to Robinson.
“It’s a really difficult situation,” said Thomas Nitzsche, a vice president at nonprofit Money Management International.
Nitzsche says drivers in Robinson’s position should:
- File complaints with the company, the BBB, the state attorney general and the FTC
- Act quickly if it goes to collections. Settle for a smaller amount within 30 days may keep it off your credit report
- If it hits your credit, dispute it with Equifax, Experian and TransUnion
- If you’re committed to fighting it, take the case to small claims court
“Unless you want to invest a lot of time and money into fighting it, and I think that’s part of why companies do this, they assume people won’t fight back,” Nitzsche said.
Robinson did what many of us would do: He took photos of the car when he picked it up, but now he wishes he had taken more.
“Do the exact same thing when you return it,” he said.
With the airline industry still recovering from the government shutdown and Thanksgiving just a week away, rental demand is surging. Hertz, Avis and car-sharing platform Turo all report major increases in bookings this month.