Complaints

This profile includes complaints for Thrifty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thrifty

  8501 Williams Rd Estero, FL 33928-3325

• 

  Thrifty

  560 Northwest Expressway Oklahoma City, OK 70132

• 

  Thrifty Car Rental

  1 Airport Rd Little Rock, AR 72202-4404

• 

  Thrifty Car Rental

  2430 Airport Blvd Pensacola, FL 32504-8975

• 

  Thrifty

  375 AIRPORT RD Worcester, MA 01602

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My record number is *********. When I retuned the car, an inspector told me to leave the car and that she would send me the final invoice via email. Wanting to ensure there were no issues, I insisted on waiting while she inspected the car. However, she would not communicate any findings and instead just sent email and tried to leave. Upon checking the invoice, I noticed the total charge was over $100 more than the original estimate. When I questioned the additional charge, she just directed me to speak to someone at the desk. I then spoke with a woman who claimed to be the manager. She was not only unhelpful but also extremely rude and even intimidating. She bluntly stated that the extra charges were for gas at $11.26 per gallon and tax, which was outrageous. Filling the tank full only costed about $40 for the car and they tried to charge me over $100 for less than half tank! I had filled the tank in ****** and driven about 115 miles to *******, so there should have been about 3/4 of a tank left. But she claimed that there was only half tank left and refused to show any proof of the gas level. I suggested to check the car together but she also refused. I asked if I could fill the tank and return the car, as there was more than 3 hours left till the return time. But she dismissively replied that once the final invoice was issued, that was it. I explained that I was not informed or agreed to the charges before the inspector sent the invoice, but she dismissed me and said shes done with me so just call the customer service to dispute. Additionally, the mileage on the invoice was incorrect, and when I pointed this out, she checked the car herself but provided an even more inaccurate figure. She even tried to close the window on me and threatened to call security if I dont leave. This experience was extremely frustrating and disappointing to say the least, and I hope Thrifty takes this matter seriously and resolves the issue fairly.

  Business Response

  Date: 05/30/2024

  Complaint ID: ********

  RR#: 143762555

   

  Please accept my sincere apology for your experience. We pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the behavior of our representative. Please be assured your feedback will be shared with the appropriate management for their review and corrective action.

  In regards to the fuel charge, please be advised it was noted you returned the vehicle with a 1/2 tank of fuel. Per your attached signed rental agreement, there is a charge of $11.26 per gallon for missing fuel when the vehicle is not returned with a full tank of fuel. As you were correctly charged, we respectfully decline your request for an adjustment.

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21761999
  
  I am rejecting this response because:

  There was more than half tank left and also I requested to fill the tank full and return multiple times but the manager refused. 
  
  Sincerely,
  
  *************

  Business Response

  Date: 06/04/2024

  BBB Case # ********
  RR# or Res#: ********************* is in response to *************.
  
  As a customer service gesture, we have adjusted the fuel and issued a refund in the amount of $38.23. Please allow 5-7 business days to post to your **** card.
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21761999
  
  I am rejecting this response because:

  There is no explanation for how they calculated the refund amount, just like when they overcharged me without any clear explanation. I am still overcharged by about $70 compared to the original amount.

  
  Sincerely,
  
  *************

• Initial Complaint

  Date:05/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Thrifty car rental at ************************************ . Me , my wife and our Yorkie . The was scheduled to be returned 5/19/24 @ 12pm. We didnt arrive back til an hour 10 mins after because we stopped to get the car detailed (dog hair) to avoid any chance of getting a cleaning bill. We rent all the time so we know ALL of the policies. So the car was detailed then we stopped and filled up the gas near the airport and returned the car. About 40 mins after Ive left I get my receipt through email stating $47-48 for late return and a $400 cleaning fee for smoking. I tried to call but unfortunately you cant . So I filled out the form and waited to be contacted within the 3-5 days like they say only to get an email on the 4th day stating what the smoking policy is and that they hope this clarifies things ..WHICH IT DOESNT. Because for 1. We dont smoke anything and never have . 2. The car detailed just before returning it so nothing was in the car to even make someone think that . AND AGAIN WE DONT SMOKE . My rental agreement number is #********* 5/12/24-5/19/24 Thrifty Car Rental

  Business Response

  Date: 05/30/2024

  BBB Complaint#: 21759774
  
  Rental Record#: 143868395
  
  This is in response to *****************************
  
  Our records show that the cleaning fee was indeed charged due to the smoke smell in the rental. As such, no compensation is warranted. I do understand this is not the desired outcome for which you had hoped. However, based on our thorough review of this matter, no adjustment is warranted. 
  
  Thank you for contacting us. 
  
  

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21759774
  
  I am rejecting this response because: what thorough review could you guys have possible done ? i shown you proof of that car being detailed before being returned (right before being returned) . you didnt even check the car in while i was there but tell me i could go. and 45 minutes or so later you email me my receipt with the charges on there . yall are fraudulenti rent cars a lot and normallly with Hertz your parent company. Check my name and see my point is 1. i dont smoke 2. even if i did i know better than to bring a car back smelling like smoke just like i know you not to bring a car back smelling like a dog with pet hair everywhere .

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/13/2024

  BBB Complaint: 21759774

  RR #*********

  This is in response to ********************************* complaint. The rental location had two different employees verify it was smoked in. I noticed previously you received a refund for $200.00. This car was held for several days from being rented out. I respectfully decline any further refund. 

  Thank you for contacting us. 

   

   

   

   

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21759774
  
  I am rejecting this response because: i never received any type of refund other than my $200 deposit for the rental. Which has nothing to do with this complaint. i cant sit and type that your employees can say whatever they want to say happened or whatever they so called verified. as i stated that car was detailed right before returning and no one smoked in the car anyway so regardless of what your staff says, i cant sit and assume what happened i can only tell you what i know didnt happened. I KNOW FOR A FACT THAT THE *** DIDNT SMELL OF ANY TYPE OF SMOKE. but if youre not going to refund my $400 then ok we can go to whatever the next step is. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a car rental with thrifty through expedia. My reservation for a basic compact car for 9 days at a rate of $15.88/day. Additional fees increased my car rental fee to $242.05. Other taxes and fees were added on ($114.34) and an additional $100 for the rental car protection plan. In total Expedia provided me the total $456.39 to which I paid $342.05 at booking, and would need to pay $114.34 upon pickup. When I arrived to pick up my vehicle, the representative was helpful and kind looking up our booking. He informed us the total would be over $900 for the rental-this was a mistake. I showed him the receipt I had from booking with Expedia and that I should only pay $114.34. He got a manager who informed us there was a $300 fee because we are dropping it off at a different location. This was not included when I booked and was added on after an agreement and partial payment had already been made. Additionally, they upgraded the vehicle because the base vehicle they had was electric which I did not select when I made the booking. With a $200 refundable deposit included with the $701.22 estimated charge $901.00 is being held on my card after being told I should only have to pay $114.34 at pickup. This doesnt include the surprise $300 charge when I drop it off at a different thrifty location. I will never book with thrifty again with the surprise costs, fees, and lack of customer is always right attitude. No adjustments or acknowledgement was made on their end. I have the receipt from expedia that says my total proce of $456.39 includes all mandatory taxes and fees. Now Im supposed to pay over double that? No way

  Business Response

  Date: 06/13/2024

  Complaint ID: ********
  ********************** RR#: 151332134

  This correspondence is being sent in response to a query made by *******************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any concern caused by the charges billed for your rental. Our records show at the time of booking, you reserved a Class Q6 - Wildcard class. Booking this car class will have a special set discounted rate. The renting location manager will advise and issue whatever car class/model they have most available including fuel and electric powered vehicles. When reserving this class, there are no vehicle preferences allowed. As such, customers should not book this class if they have a specific number of passengers or specific amount of room needed. We show the vehicle provided to you by our management team was declined and an upgrade accepted and signed.  

  We also show that, based on your initial rental agreement, that the ******************* Supplement (LIS) and Toll Package was accepted.  The rental contract, which was signed, shows a total estimated charge including the before mentioned Vehicle Upgrade, Toll Package and LIS and was based on the rental terms which specified the vehicle would be picked up and returned to the ****************  We have attached a copy of your Signed Rental Agreement (SRA) for your review and record. 

  At the time of return, the vehicle was returned one-way to ***** which was not outlined on the rental contract. Therefore, the applicable one-way return fee was applied. This fee was not reflected on your prepayment or during the reservation and was included when the vehicle was checked into a different location than outlined on the rental contract. 

  With this in mind, we must advise that the charges billed for your rental are valid and a refund not warranted. However, as a gesture of customer service a refund of 1/2 of the one-way fee is being processed at this time. This credit is in the amount of $159.76 and though processed today, will show on your billing statement within 5-7 business days. 

• Initial Complaint

  Date:05/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharged for my recent car rental.On April 2, I booked the car rental at $33.65 per day. As the invoice and rental agreement show, the rental rate was increased to $56.91 per day. There was no explanation for this increase, and I was not aware of this increase nor did I agree to it. This increased the total charges by $93.04.I opted to add the fuel charge and toll charges, but I did not agree to add the *** charge. This increased the total charges by $63.52.When I booked the car, I was told the Vehicle Licensing Fee was $4.15, and the Sales Tax was $12.01. However, I was charged $7.01 for the Vehicle Licensing Fee, and $27.29 for the Sales Tax. This increased the total charges by $18.14.With all of these extra charges, I was overcharged by $174.70. The company has refused to give me a refund.

  Business Response

  Date: 05/30/2024

  BBB Complaint#: 21757779
  
  Rental Agreement#: 128136153
  
  This is in response to *******************************.
  
  After further review, I do see that the daily rate on your reservation matches the daily rate on your rental agreement. There is a signature accepting the *** coverage at the time of pickup. As a one time gesture of goodwill, I have processed a refund for you for the *** coverage in the amount of $63.52, please allow 5-7 business days for this to reflect back to your account.
  
  Thank you for contacting us. 
  
  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21757779
  
  I am rejecting this response because:

  The partial refund is not satisfactory. I have attached the email correspondence that I received from Thrifty before I even got to *******. As you can see from the emails, my original rental rate for the car was $33.65 per day. On April 30, 2024 (again before I even got to *******), I received two emails. The first email confirmed my booking and showed the correct rental rate of $33.65 per day. The second email confirmed by booking and showed an incorrect, higher rental rate of $56.91 per day.

  This resulted in my card being charged $93.04 before I even got to ******* and picked up the car. 

  As you can also see from the emails, because the rental rate was increased without my authorization, the taxes and fees also increased from $62.12 to $81.42. This is an increase of $19.30.

  Because of this, I am requesting an additional $112.34 to be refunded to my card (which accounts for the $93.04 extra rental rate and the $19.30 increase in taxes and fees because the rental rate increased without my consent.

  Sincerely,
  
  *******************************

  Business Response

  Date: 06/07/2024

  Complaint ID: ********

  RR#: 128136153

   

  After additional review, we have determined you are due an additional refund. I have corrected the daily rental rate. Your additional refund is $119.56 and will post to your account within 7 business days. Thank you again for allowing me to review and respond.

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20th I rented a car from Thrifty Car Rental at the ***************************************************************. I had reserved the car online and when I got to the facility they would not take my AMEX card due to chip error. Swiping it works but they said they could not do that. ***y explained that I would have to use a debit card. I said ok. ***y said they would charge me a $500 security deposit (it was only $200 with a credit card). I had no choice so I did this. ***y explained that this would be refunded when I brought the car back. I agreed to this and they charged me the remainder of my rental $58.64 plus the $500 security deposit for a total of $558.64. I have uploaded this paperwork. On May 22 I returned the care hours before the agreed to time with a full tank of gas. I had driven the car 70 miles. *** care was clean and in perfect shape though I did mention to the attendant that the air-conditioning was not working and that the low tire light stayed on no matter how much air was in the tires. She said she would note these two issues. She inspected the car and said I was good to go. Now the company has charged me the whole $558.64. ***y emailed me a receipt and it shows me that they are charging me $500 as a OUTSIDE WASHING FEE. I have uploaded a copy of this as well. I want my $500 security deposit back as agreed to and I cannot even get a representative with the company to talk to me on the phone.

  Business Response

  Date: 05/30/2024

  BBB Complaint#: 21756228
  
  Rental Record#: 148735904
  
  This is in response to *************************. 
  
  A refund for the cleaning fee has been processed for you in the amount of $500. This was processed on 05/27. Please allow 5-7 business days for this to reflect back to your account. 
  
  Thank you for contacting us. 
  
  

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13th, I returned my vehicle to Thrifty car rental in *************. Upon returning a clean vehicle to them, there is NO attendant present to inspect your vehicle..Their policy is take a picture of the speedometer, gas tank, and return the keys at the counter inside the airport..At the time, my charges were correct with no additional charges...on the evening of May 13th I received an additional charge of $250 for pet hairs..I do NOT own any pets and neither does my daughter whom I was visiring..I attempted to have this resolved with Thrifty, however they refused..The practice of the company is deceitful in nature. Anybody can tamper with your returned vehicle and as a result can add additional charges to your account...I did NOT return the vehicle with any pet hairs..Thrifty is fraudulently charging my account..I need this to be resolved ASAP AND I want them to be held accountable for this..Thank you for your time..

  Business Response

  Date: 05/30/2024

  Complaint ID: ********

  RR#: Y62436780

   

  Thank you for contacting us. I have reviewed your charges with our Wilmington, ** team. They have reviewed the cleaning fee and determined a refund is warranted. The refund of $250.00 was processed but can take up to 7 business days for the refund to post to your account. Attached is the corrected invoice. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

  Customer Answer

  Date: 06/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I prepaid all rental fees in advance for rental car reserved at Thrifty through Priceline.com. I was overcharged ***** and neither Thrifty or Priceline will return my money.

  Business Response

  Date: 05/30/2024

  Complaint ID: ********

  RR#: 129022246

   

  A review of our records indicates there was an authorization at the inception for the amount of $93.00. The authorization is standard for all rentals. The authorization was released from our system when your rental was closed on 05/05/24. If the amount is still being held on your account, you must contact your financial institution for assistance.  Attached is your rental invoice for your records. 

• Initial Complaint

  Date:05/23/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/5/24 I rented a car from Thrifty in **********. I had filled out the paperwork online and prepaid $218.78 of the total $302.43 for the car rental for 4 days. The paperwork I filled out online included declining the Collision Damage Waiver(***). But when I arrived at the Thrifty counter, I was again asked to take the **** I declined it verbally to the agent. We had been in line for 90 minutes as the Thrifty counter was very undermanned at the peak time of our arrival. In any case the agent gave me one of those strips of folded cards with all of the stipulations of the contract on it. It was folded up so I could only see the last page which is the signature page. Being in a hurry, I assumed he correctly recorded my denial of the **** When we returned the car our total bill was $321.92 instead of the promised remaining $83.65. And we did not see this until after we were home, because Thrifty had no agents at the car check in. They just had drivers taking the cars and saying we would receive invoices by email.So it turns out that the agent at the desk at the airport check in had ignored my denial of the *** and added it and tricked me into signing for it. And that is Thrifty's and ******* answer when I have complained. You signed for it so you have to pay it. I had declined it on line. Why was I even asked a second time at the airport? I believe these agents receive a commission for selling this very expensive and lucrative add-on. I never accept the *** as I have good personal insurance. Their agent heard my declining of it but recorded it anyway to fatten his paycheck.The agents know that the system will preclude people from seeing it until it is tooo late to stop. I see on multiple BBB filings that this has happened to many clients of Thrifty. I think people should stay away from Thrifty due to what seems to be wide-spread scamming of unsuspecting customers ************************* ********************************************* Agreement *********

  Business Response

  Date: 05/29/2024

  BBB Complaint: 21750579
  RA: 113944095

  This is in response to *************************.

  Thank you for contacting us regarding this matter. Upon further investigation, we have found a refund of $158.43 was issued back to the card on file for the added insurance by our customer service team. Please allow 5-7 business days for this to reflect. I do apologize for the lack of customer service you have received regarding this rental and the inconvenience this has caused.

  Thank you for allowing me to assist in this matter. 

  Customer Answer

  Date: 05/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2024, I purchased a package deal from expedia that included hotel and a standard car rental. The package deal totaled $6,419.11. I picked up the rental from the *************** on May 1st with a return date of May 9th. Upon return, I was charged an additional $591.25. I agreed to the Fuel Purchase option add on which totaled $91.93. However, I had additional charge of Loss Dmg Wvr and LIS charges that totaled $449.84. I was made to believe by the agent at the desk that those charges were required and would be returned once the car was returned. I did not agree to these additional charges and feel that the company was deceitful in their message. I have attempted to reach out to the company and the only response I have received is about the Fuel Purchase Option which is not the charge I am disputing. I have requested the company call me to resolve this issues and have not received a phone call. I am requesting the company refund me the $449.64 that was deceitful added to my overall charges.

  Business Response

  Date: 05/28/2024

  Complaint ID ********
  ********************** Agreement Number *********
  
  
  This is in response to *************************.
  
  I sincerely apologize for the inconvenience you have experienced with being billed for the Loss Damage Waiver (LDW) and ******************* Supplement (LIS) additional coverages.  In a review of our records, it was confirmed that a credit of $471.04 for the Loss Damage Waiver (LDW) and ******************* Supplement (LIS) additional coverages plus the applicable taxes and fees.  This credit was issued on 05/22/2024 back to the credit card on file, please allow 5-7 business days for processing. 
  
  Thank you for reaching out to us.
  

• Initial Complaint

  Date:05/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I had reserved a vehicle from Thrifty Car Rental with the booking number *********. According to my reservation, I was supposed to pick up the car at *********************************** on May 18th and drop it off at ********************************* six days later. However, upon our timely arrival at the Thrifty counter at ***********************************, we were informed that we could not use our credit card because it did not have a chip, and consequently, we were unable to obtain the vehicle. This not only caused a significant delay in our schedule but also resulted in additional inconvenience and costs.Thriftys online policy stating that cancellations are non-refundable, but I believe a refund is warranted in this instance since Thrifty failed to provide the service. I have attempted to resolve this issue through official channels, including trying to contact customer service, to no avail.We received absolutely nothing in terms of service but were still charged, which has left us extremely disappointed. I am formally filing a complaint against Thrifty Car Rental for not fulfilling the service as contracted and seek your assistance in obtaining a refund.Thank you for your attention and assistance.

  Business Response

  Date: 05/29/2024

  Complaint ID: ********
  ********************** Res#: ****************** correspondence is being sent in response to a query made by ***************. Thank you for allowing us the opportunity to review your concerns. 

  The booking number provided is not a Thrifty confirmation number. We have made attempts to locate your reservation using your name, email address and phone number and have been unable to find your reservation for our *********************. We would like to assist with resolving this matter to the best of our ability, but will need more information to do so. Please provide us with your 11-digit Thrifty reservation number which will begin with the letter J or K. 

  Customer Answer

  Date: 05/30/2024

  Here is the rental information:

  Booking number: 795102240
  
  Pick-up and drop-off
  
  Pick-up: Sat, May 18 - 3:30 PM at ***********************************, At airport - Car rental center
  Drop-off: Fri, May 24 - 3:30 PM at *********************************, Off airport - Shuttle Bus
  Duration: 6 days
  
  Intermediate SUV
  
  Model: ****** RAV4 or similar
  Features:
  Automatic
  4 doors
  5 seats
  Air Conditioning
  3 Large bags
  Unlimited mileage

  Once again, I want to state that I did not receive any vehicle from Thrifty after arriving at the counter at the scheduled time.

  Business Response

  Date: 06/03/2024

  BBB Case 21742423
  
  This is a response to ***************
  
  Unfortunately, there were not enough details included in your query and I am unable to locate your rental by a third-party confirmation number nor your name alone. I have also been unable to locate a reservation confirmation by using your provided email address or phone number. I would like to make a meaningful investigation into this matter but will need more information to do so.  Please provide me with your 11-digit Hertz reservation ID number beginning with the letter K.  Once received, I will be able to further review your concerns.
  
  Thank you for contacting us.