Business Profile

Auto Rentals and Leasing

Thrifty

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Important information

Customer Complaint:
Thrifty Rent A Car requests and BBB recommends that if you have any complaints or concerns, please contact Thrifty's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Thrifty Rent A Car's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Thrifty and its locations throughout the world.

Complaints

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

Customer Complaints Summary

2,079 total complaints in the last 3 years.
442 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/20/2024
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 paid through a third party completely- Priceline. I was required to put my credit card down for refundable deposit. I explicitly said I did not want any extra fluff- no roadside assistance- nothing extra. They charged me for this when I said no and it is an extra $600. They are fraudsters.
Business Response
Date: 05/29/2024
Complaint ID ********
********************** Agreement Number 110188352

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

In accordance with the provided Signed Rental Agreement our records show you accepted the optional coverages for the Loss Damage Waiver (LDW) and Premium ************************** (PERS). In addition,our records show these options were utilized during this rental should an accident occurred, we would have honored the conditions.

I regret the inconvenience this matter has caused you and appreciate you allowing me the opportunity to address your concerns.
Customer Answer
Date: 05/29/2024

Complaint: 21736995

I am rejecting this response because VERBALLY I was told that I would not be charged for insurance or any extra add-ons. Verbally the worker and myself came to that agreement and he explicitly told me that was what I was signing while smiling and lying straight to my face. After waiting in your line for over 2 hours you CANNOT expect a customer to review pages upon pages of what you require to be signed in documentation particularly when the worker is explicitly TELLING YOU WHAT YOU ARW SIGNING. These are fraudulent business practices and your company should be sued and shut down.

Sincerely,

*********************************
Business Response
Date: 06/03/2024
Complaint ID ********
********************** Agreement Number 110188352

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

As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.

Our records also show your charges were not honored by your financial institution after a dispute was initiated by you. Adverse charge dispute decisions do not mean the charges are not valid and in no way alleviates the renter of responsibility of costs that were incurred during the rental time frame.

Thank you for contacting us.
Initial Complaint
Date:05/20/2024
Type:Billing 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.
I reserved and paid for a rental in April. I cancelled the reservation on April 16th. (Rental number K8281522312) for the last month I have called over and over again. I was told to fill out a form online which I have done 3 times. I was told a refund was issued and that it was not. I have talked to multiple agents at this point. They are next to impossible to even get on the phone. Today I was told to call the billing department...the number they gave me was the same I have been calling everytime I call. I need my money refunded and it is clear that Thrifty is not going to issue the refund. Everyone I speak to there seems to have no idea what they are even doing. I have an email stating that they are issuing a refund 3 to 5 days from the April 16th cancel date. Its now May 16th and still no refund.
Business Response
Date: 05/28/2024
Complaint ID: 21722214
Hertz Res#: ********************** 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 frustration caused to you regarding the prepayment made for your reservation and the refunded amount. We have confirmed the refund was processed in full to your charge card ending in xx-1510. Attached please find the initial charge invoice and the refund invoice for your review and record.
Customer Answer
Date: 05/28/2024

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:05/20/2024
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 reserved a vehicle with Thrifty via Priceline with a daily rate of $110 for four days and an expected total cost of $866. I have emails from Priceline and Thrifty confirming both amounts (the daily rate and total amount). I signed the agreement at the Thrifty counter for that amount ($866.35) and an expectation that my credit card would be charged $1066 due to a $200 security hold. My credit card transactions indicate my card was charged $1066.00 at the time I signed the agreement. I continued to the rental depot, declined any upgrades offered by the agent, and took the vehicle to which the agent had led me.After I signed the first agreement, Thrifty appears to have generated a second rental agreement at a significantly higher daily rate ($280) and a total amount of $1803.94. The new amount is over twice the amount to which I had originally agreed, and Thrifty is attempting to charge my credit card for that amount. I have asked my credit card company to place a hold on this charge due to the dispute.
Business Response
Date: 05/29/2024
Complaint ID ********
********************** Agreement Number *********

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

After review of our records, I am showing the daily rate was adjusted and a refund of $782.00 was issued on 05/26/24. Our records do indicate that an upgraded vehicle was accepted at the time of pick up.

I regret the inconvenience this matter has caused you and appreciate you allowing me the opportunity to address your concerns.
Initial Complaint
Date:05/20/2024
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.
Rental Record # ********* I dropped on my rental vehicle on 5/13 at 2:45PM at ************* as scheduled and boarded my flight home with my family. I received an updated bill indicating the vehicle was not returned until 5/16?? $516.00 was placed as a hold on my card and $200 of that should have been returned. I was billed for $656.35, please refund the additional $340.66 I was incorrectly charged back to my card immediately.
Business Response
Date: 05/24/2024
BBB Case 21735047
RR No: 142696643

This is a response to *************************

I have received confirmation that you were able to work with our customer service team who resolved the matter directly by issuing a refund of $364.37 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:05/20/2024
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 ****** Kicks vehicle at the **************************** on April 16th 2024. I returned it on April 19th at the *********************. The vehicle was fine but I was supposed to be charged a total of $429.15. Instead I was charged $1,210.05. This was due primarily to added daily surcharges which I specifically declined. I placed a dispute for the difference with my credit card company for the difference of $780.90. I am not sure if they will approve this since I was unable to contact anyone at the customer care center at **********************. Also there is no option for pricing dispute in the Thrifty web form to file a customer complaint. I hear this kind of thing is a real problem in the car rental space since it is largely controlled by a cartel of 3 companies. This seems anti-competitive. I will try Turo next time I rent a car and will recommend that my company's travel department does not do business with Thrifty going forward.
Business Response
Date: 05/24/2024
BBB Case 21734542
RR No: 119394144

This is a response to *********************

Our records show that the Loss Damage Waiver and Premium ************************** charges were accepted and signed for as documented on your Signed Rental Agreement (***). With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the *** the charges are valid.

However, upon my review I found that you were not correctly billed according to your *** resulting in an overcharge of $320.44. I have corrected this to refund that amount to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:05/19/2024
Type:Service or Repair 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.
Subject: Formal Complaint about Car Rental Service at ********************************* (LAX) on May 18, 2024 Dear Thrifty Customer Service,I am writing to formally register my dissatisfaction with the car rental service I experienced at your ********************************* (LAX) location on May 18, 2024. Upon my arrival at the rental counter, I was informed that I would have to wait until my name was called before I could collect my prepaid rental car. Despite waiting patiently for over an hour, my name was never called.This situation caused considerable inconvenience and frustration, as I had been traveling for an extended period and was eager to obtain my rental car and continue my journey. Furthermore, there were approximately 40 other individuals waiting for their rental cars, resulting in a chaotic and disorganized atmosphere at the rental counter.I believe that the service provided by Thrifty on this occasion fell short of the standards that customers should reasonably expect from a reputable car rental company. I kindly request a prompt response from Thrifty to address this issue and ensure that similar situations do not occur in the future.Thank you for your attention to this matter.Sincerely, and very frustrated customer. *********************************
Business Response
Date: 05/23/2024
BBB Complaint:21731898
RA: ********* RES *** ***********
This is in response to *********************************.
Thank you for contacting us regarding this matter. Im very sorry for the recent rental experience you have had with Thrifty. I apologize for the long wait times experienced.I can assure you your concerns have been forwarded to the proper management for an internal review to address any action deemed necessary and how to improve.
I appreciate you taking the time and notifying us of these concerns. Customer feedback is always appreciated as this is how we grow and improve as a company.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 05/23/2024
Complaint: 21731898

I am rejecting this response because I am seeking accommodations for all my wait time. I am also seeking compensation, as I was late for my pre-planned and scheduled event.

Sincerely,

*********************************
Business Response
Date: 05/29/2024
Complaint ID: ********
RR#: 147755366

A review of our records indicates your scheduled pick up time was 8:30 PM, however the rental wasn't provided until 9:58 PM. In the interest of customer service we are mailing you a ***************************** certificate to use towards a future rental. Please allow up to 7 business days to receive the rental certificate in the postal mail. Again, we apologize for any inconvenience caused.
Customer Answer
Date: 05/29/2024

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:05/18/2024
Type:Billing 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.
I rented from ***** Thrifty car rental on the weekend of April *****st. I would like to advise of a scam that Thrifty is running as I was charged a fuel surcharge after I declined prepaid fuel, but filled the rental up prior to return. I submitted the gas receipt, and yet was still charged the fuel surcharge. I have attempted to resolve the matter with their customer service, but was told it was part of my agreement, which it was not. Online research suggests they have done this to multiple others as well. I am requesting a charge adjustment in the amount of $96.29 plus applicable taxes.
Business Response
Date: 06/05/2024
Complaint ID: ********
RR#: 120972644

Thank you for contacting us. A review of our records indicates you previously provided your credit card screenshot showing the fuel purchase to our **************** team. I sincerely apologize this matter was not addressed appropriately. I have issued a refund for the fuel charge in the amount of $103.51 to your credit card. Please allow up to 7 business days for the refund to post to your account. I apologize for any inconvenience and thank you for bringing this to our attention.
Customer Answer
Date: 06/09/2024

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. However, I'm still awaiting the refund to process.

Sincerely,

*******************
Initial Complaint
Date:05/17/2024
Type:Sales and Advertising 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.
I preregistered a car rental with Thrifty on April 30, 2024. The reservation # is K8394233578, for $278.45. When I picked up the car, the counter man asked if I wanted an upgrade on the model car. I told him no. He then asked if I wanted more insurance. I told him no. When I received the rental agreement (# *********), the charges were added anyway: Damage waiver, $244.93, and Premium *************************** $62.93, and increased the Concession Fee Recovery Fee from $21.97 to $28.96. The total fee on agreement #*********, 05/15/2024, was $613.32. I was taken advantage of by Thrifty and their sales people, and I feel like they do that to everyone that comes to the counter. I have made many attempts to contact Thrifty by phone but cannot get through.Please help, Im a veteran on fixed income. Thanks, *********************
Business Response
Date: 05/22/2024
BBB Case 21725396
RR No: 141657655

This is a response to *********************

I apologize for the difficulties you encountered. I have removed the Loss Damage Waiver and Premium ************************** charges to issue a refund of $312.26 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 05/23/2024

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:05/17/2024
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.
On January 22, 2024, I reserved a car rental through Thrifty via Expedia, incurring a total charge of $144.14. This amount encompassed all mandatory taxes and fees. I expressly declined the rental coverage offered through Expedia. Upon arrival in ***** to collect the rental vehicle, we found the Thrifty counter closed and were redirected to the Dollar counter. The Dollar agent facilitated our rental arrangement, during which we again declined all rental coverage and additional add-ons. We were informed that a security deposit of $332.06 would be placed on our card, to be released upon the cars return. After returning the vehicle, the agent at the garage assured us that the refund would be processed shortly.Despite this assurance, weeks passed without the refund being issued. Consequently, I attempted to contact Thrifty customer support but could not reach a representative, being repeatedly directed to an online form on their website. I completed the form but received no response. Several weeks later, I initiated a chargeback with ***************** Following the initiation of the chargeback, Thrifty processed the refund.Subsequently, I received a bill from Thrifty for the exact amount of the chargeback refund. This bill included charges for a damage waiver and additional taxes and fees, which were purportedly included in the original charge. I did not consent to pay for the damage waiver or any additional taxes and services, which Thrifty is now billing me for. I request that this bill be nullified and the charges removed.
Business Response
Date: 05/23/2024
BBB Case #:21725096
RR# or Res#: ************************ is in response to ***********************.
Per the signed rental agreement, you accepted and signed for the Loss Damage Waiver (LDW). The charges are correct, and no refund is warranted. We have attached a copy of the signed rental agreement for your records. You will need to contact our ****************** to pay the balance owed of $189.00 at ************ before the balance owed is sent to collections. Once resolved you will want to call our Suspended Rental Privileges (SRP) department to be removed at **************.
Thank you for contacting us.
Customer Answer
Date: 05/28/2024

Complaint: 21725096

I am rejecting this response because:
I signed an agreement with Expedia to rent a vehicle for $144 for the specified timeframe. There is no indication I would be charged more than double the original agreed upon cost of the vehicle for a mandatory waiver.
The Thrifty counter was closed. We were directed to Dollar Rental where the line was an hour long. Staff were overwhelmed, customers frustrated. We were expedited through a process and it was never explained to us I was agreeing to a $167 non-refundable loss damage waiver which would be added to my bill. When we asked why the bill was so much- it was waved off as the security deposit that would be returned upon returning the vehicle.
We are educated, intelligent people who work in tech and sales and deal with contracts as our job. Dealing with 3 different companies- none of which offer human customer support to explain what is happening and ending in circle of automated responses is completely inappropriate.
I should not be responsible for these additional charges and these intertwined companies should be mortified what they are doing to their customers who literally have no voice to dispute said charges except through yet another third party- The BBB who try to hold them accountable.

Best,

***********************
Business Response
Date: 05/31/2024
BBB Case 21725096
RR No: 960402450

This is a response to ***********************

With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms,conditions and rates billed for the rental. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 06/01/2024

Complaint: 21725096

I am rejecting this response because:
There is no response regarding the inability to talk to an actual human to explain or resolve a situation such as this one. I am one of a number of other customers complaining about this and we are likely a fraction of who this occurs to but who doesnt take the time to make a formal complaint.
Their lack of response to the Thrifty counter being closed when I had an agreement through Expedia for a Thrifty rental- and being sent to a Dollar counter instead where we waiting in line for an hour. These charges were inappropriately explained to me and I cannot be expected to read the fine print of a multipage document while being rushed by the clerk since there was an hour plus wait behind us and grumpy people.There should be a level of trust when you had previously rented a car and your total was supposed to be $144 and you are told the additional cost was the refundable hold on your credit card.
Just telling me the contact is a legally binding contract and too bad is not an acceptable response or good customer service. Why isnt a ********************** manager or patient relation person reaching out to further explain or correct this issue?
This is not a small fee- these fee more than doubled the cost of my rental and was once again explained when I asked the additional cost upon return of the vehicle and upon rental as a refundable hold on my card for damages.
I am extremely dissatisfied with their responses and will never rent via Thrifty or Dollar again as well as speak up about my experience to all friends and coworkers and discourage renting through them as well.
Sincerely,
***********************
Initial Complaint
Date:05/16/2024
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.
I rented a car from Thrift Cars (*********** Location) May 4-8, 2024. The quote I received upon rental was for $254.20. I returned the car a day early (May 7), with a full tank of gas. I asked the attendant who checked me in if I would be credited for returning the car early. He said it would be adjusted on the bill. Well, there was an adjustment, but not what I was expecting. The final bill I received by email was for $332.63. When I examined the bill, I noticed a charge for $111.60 for Fuel and Service. The car was returned full. This total was calculated using the mileage, so the attendant had to have looked at the dashboard meters and would have seen the fuel gage read full. Luckily I saved the gas receipt. I called Thrifty the next day, emailed the gas receipt to **************** and received a form letter response. A week later, there has been no response from Thrifty and no refund. A brief search on the internet leads me to believe that at best this is a common mistake that should be addressed through training or at worse a shady business practice. Either way, let this be a warning to renters that they should stay with the attendant at check in and carefully examine the receipt before leaving the rental center. Rental Agreement # ******** Document: ************
Business Response
Date: 05/22/2024
Hello *******************,
Thank you for reaching out to us. We have refunded the fuel charge of $111.60. Your new net total is $190.67 for the rental. Please allow 7-10 business days for that to be credited back to your account. Here is a link to retrieve your updated receipt in 3 business days: ***********************************************************************. We do apologize for the inconvenience this has caused you. -***
Customer Answer
Date: 05/24/2024

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,

*******************

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Thrifty is NOT a BBB Accredited Business.