Complaints

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

close

Find a Location

Thrifty has 298 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Thrifty

  8501 Williams Rd Estero, FL 33928-3325

• 

  Thrifty Car Rental

  1 Airport Blvd Bentonville, AR 72712-7162

• 

  Thrifty Car Rental

  1 Airport Rd Little Rock, AR 72202-4404

• 

  Thrifty Car Rental

  2430 Airport Blvd Pensacola, FL 32504-8975

• 

  Thrifty Car Rental

  6300 W Bay Pkwy Panama City, FL 32409-1147

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:05/15/2024

  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 2/24/24, I reserved a rent a car from Thrifty via Thrifty.com for a car rental from **************************** from 2/28/24 thru 3/4/24. My reservation was for $267.57, I paid $168.00 down that day, and was to pay $99.57 at pick up. I picked up the car on 3/4/24. My flight was late arriving and my wife, my 3 year old and myself were in a hurry to get our car and reach our destination. During checking in the sales person asked me if I wanted loss damage waiver/protection package. I told him no coverage needed, I have full insurance coverage through my car insurance. He said no problem. He proceeded to check me out, had me sign a electronic pad that had no verbiage on it, just a black screen to sign my name. He handed me the contract without going through it, and told me I was good to go. I was in a hurry so I grabbed the keys and left the airport. During the drive to our event, my wife looked at the paperwork we were provided, and she found that they added the loss damage waiver even after I told him no. I proceeded to try to call the airport location- no direct line to a live person. I called their customer service 800# literally 2 hrs after renting, and had to say I wanted to rent a car to get a live person, as they don't have a regular option. After speaking with the lady over the phone, she advised that she noted my reservation this was added in error and to talk to the person when returning the car and they would remove the charge. Upon return, I was told I didn't call and talk to anyone and they reviewed the video and I agreed to the charge and there would be no credits. The "manager" advised me to dispute through the website. I did that, and received a call that I was wrong and charges were correct. I disputed through my credit card company, and Thrifty said charges were correct. I am beyond upset and need help in getting $411.72 refunded or credited back to my card, as I was charged a total of $679.72. I was slammed. Please help.

  Business Response

  Date: 05/24/2024

  BBB Complaint: 21716372
  Res ID: ***********

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

  I apologize for any misunderstanding regarding the charges for loss damage waiver on your recent rental. Our records show that these services were accepted and signed for at the time of rental.Resulting in a charge of $251.94. As we are unable to confirm or deny any verbal conversations, we must rely on the physical evidence. In this case that is the signed rental agreement. With that in mind we do view these charges as correct and no adjustments necessary.

  Thank you for contacting us regarding this matter.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21716372
  
  I am rejecting this response because:

  The rental agent specifically asked me if I wanted loss damage protection.  I explicitly told him that I have full rental coverage through my insurance company and he said no problem.  He had me sign an electronic machine with a pen that only had a black screen- no contract verbiage showed up for me to review, and he said sign that you are waiving the coverage- which I did.  He didn't go through anything on the rental agreement when he handed me the paperwork.  He told me take these papers to the agent in the parking lot and they will get me my vehicle.  Upon leaving the location 40 min away from the airport, my wife read the paperwork and she asked why they added the coverage when we have full coverage through our insurance.  I told her I rejected it and it was added without my consent.  As soon as I got to my hotel at 3:25PM MST, I called the airport office to report this but they don't give an option to talk to a live person.  I then proceeded to call **************- Thrifty Customer Service.  I was on the phone for 17 min and 55 seconds.  I have call records through ******** proving this call happened. Thrifty doesn't have a customer service option to speak with someone over the phone- which this experience helps me understand why.  I chose the change my reservation option to actually get a live person.  When I got to the representative, she didn't speak good English so I didn't get her name unfortunately.  She did advise me that she noted my reservation that this was added in error, and that my 2 options were to go back to the airport and report this to have the damage protection removed, or with her note the rental agent would be able to remove this charge upon return of the rent a car.  I asked her for her name, a confirmation #, her rep *** she said she didn't have any of that but the note on the reservation was saved and I would have no issues.  When I returned the car, I spoke with a "manager" at the airport location in *****************************  I, my wife, and my 4 year old daughter were in danger of missing our flight back to ********, so I stressed to him I was in a hurry.  He then went into the back office off the sales floor- took 30 minutes- 30 MINUTES to review my reservation.  He comes back out and tells me that he reviewed the video tape and there is audio and visual evidence that I agreed to the damage protection and all charges were valid.  I then told him that I called Thrifty customer service 2 hrs after renting the car advising Thrifty of the "mistake" and he said no call was ever made.  I then showed him my phone and the call record from 2/28/24 where the call was saved that I made and he said, "That's not my problem.  You will have to dispute this online."  NO I'm Sorry, NO I apologize, but he did offer to get a shuttle for us asap so we wouldn't miss our flight.  We had to run through the airport and security with a 4 year old to barely make our flight by 5 min.  When I got back to ******** I called customer service again.  The representative over the phone was even worse and more unprofessional then the people in person.  He told me that I never made a call, I never talked to anyone over the phone, it was all my fault that it was added and I should have went back to the airport in person upon seeing the mistake to report it.  At that point I disputed it through my credit card company but Thrifty denied any wrong doing and now I'm here.  If you read the ****** reviews of Thrifty- which I should have done before renting from them, there are many many complaints of this same issue.  I'm willing to provide my call records if you need them.  I am beyond over this whole situation and Thrifty as a whole.  I'm asking for them to review and acknowledge that I made a call at the date and time I stated, and for them to pull the conversation for review.  I'm pretty sure they record all calls for situations like this, but I wouldn't be suprised if they come back and state they don't record phone calls and they can't confirm a phone call was made.  I'm not looking for anything for free.  I want to pay for the amount I agreed to, and have the slammed charge on my reservation reversed.  Thanks

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

  Business Response

  Date: 06/02/2024

  BBB Complaint# ********
  Rental Record# 983933602
  This is in response to *****************************.
  

  Hi ******, the signed rental agreement above confirms you signed for and agreed to the added coverage. We must rely on the documentation available and deny your request for a refund. 

   

  
  Thank you for contacting us. 

• Initial Complaint

  Date:05/15/2024

  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.

  1. I did a reservation with Thrifty Rental Car at *********** location for pickup at 10:00pm on 04/19/2024 at ************************************************************************************* 2. I called ************* and informed them that there is a flight delay of 30 mins and got confirmation couple of times that the car will be ready for pickup around 10:30pm ET. 3. After reaching Airport Thrifty Counter, I was being told to cancel the reservation and rebook with extra cost with Hertz 4. I talked to Manager OB at Hertz counter and he arranged me a rental care after 3 hours of waiting time. I was waiting for 3 hours with my family with 2 six year old kids 5. I requested for Dodge RAM 1500 or similar as per my reservation. They gave me **** F ******************************************************** and said they have to replace with another car because of 2 Service dues on that car.5. I had to wait for another 30 mins but they gave me Jeep Gladiator which I didn't expect. I was totally dis satisfied but I didn't had any other option because it was already 1:45am mid night with family Faced poor customer service and experience ********************************************* Record is *********

  Business Response

  Date: 05/21/2024

  BBB Case ********
  Rental Number *********
  
  
  This is in response to *******************************************, 
  
  
  The reservation details show the reservation was booked for a 10pm pick up which is the time the location closes as stated on Expedia's website. Locations normally do not remain open past their closing time unless a flight scheduled before their closing time is delayed. In order for the location to meet a delayed flight, the airline and flight must be included on the reservation. The location may then remain open up to 2 hours after their closing time to meet the delayed flight. Please keep in mind this is the current policy. 
  
  
  On third party sites, you are generally not charged for the taxes and fees until the time of pick up. The third-party sites will normally show you a what you pay now and what you pay at the counter quote. The original Thrifty reservation was used so the rate was not increased. You were not charged anything additional other than the taxes at the time of pick up. 
  
  
  I apologize that you were given a vehicle and then required to return it due to upcoming service.  As a gesture of apology, I have sent a $30 rental certificate to the address provided. 
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I called Thrifty ************* on the day of travel and informed them that the flight will arrive 30 mins late and requested the next steps because location closes at 10pm. Thrifty customer care mentioned that someone will be at counter and they will hand over the Keys because it is fully prepaid. I did called second time to  Thrifty customer care and they confirmed Keys are ready for pickup even if I reach around 11 or 11:30pm. However I almost spent 3 hours in front of Hertz counter (not due to the queue) and manager OB handed over the the keys to me after 3 hours which is not acceptable 
  
  Sincerely,
  
  *******************************************

  Business Response

  Date: 05/29/2024

  Complaint ID: ********

  RR#: *********

   

  Our records don't show any update to your reservation with flight details. This information is what is used to verify a flight delay and allows the location to monitor the flight arrival. I apologize for your dissatisfaction, however we respectfully decline your request for additional compensation. 

  Customer Answer

  Date: 05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have provided the flight details to ************* over the call prior to my travel date and  on the day of travel as well
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  Date:05/14/2024

  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 vehicle from Thrifty through Travelocity on 2/1/24 for the dates of 3/27/24 picking up at 7:30pm though 4/2/24 returning at 6:00am. On that date I paid $631.40 for the rental. We arrived in ****** and picked up the car. (Many issues with customer service) The gentleman at the counter went over the rental agreement and said that I could pay to bring the car back without filling the tank and also pay in advance for the toll fees which I agreed to. He said that I would need to pay $511.00 at pick up and that $200 would be returned to my account when the vehicle was returned. I was never returned the $200 and then was also charged $748.30 in addition to what I already had paid. Then when I returned home, there was a letter stating that I never returned. the car. I have tried repeatedly to speak with someone at Thrifty regarding this manner. They have refused to let me speak with a manager and I have been hung up on multiple times. I was not being rude, just requesting a supervisor. They also kept saying that I had to request a response from them online which I did and I would get an email saying they would respond withing 3 to 5 business days, but they didn't and continued saying they would respond. I was given case numbers from *****, Thrifty and Dollar. So confusing. I have included all receipts, my bank statements and my communication with the company and the letter they sent saying I didn't return the car. I am simply requesting that the additional money the charged me, which was incorrect, be returned to me. I appreciate your help in this matter.

  Business Response

  Date: 05/22/2024

  BBB Complaint: 21712145
  Rental Agreement Number 109158615
  
  This is in response to ***************************.
  
  Thank you for bringing this matter to our attention.
  
  We have received your inquiry and want to assure you ***** thoroughly reviews every customer's inquiry.

  After a review of our records, I am able to confirm there where 2 prepaid reservations made; (K7540798017 which was made on 1/31/2024) and (K80413272F2 which was made on 3/21/2024). The prepaid rental made directly with Thrifty (K80413272F2) was utilized as indicated on the signed rental agreement and the final invoice that was provided. For the prepaid reservation (K7540798017) made via Travelocity, you will need to reach to them in directly regarding a refund.  
  After going through the breakdown of charges all charges have been verified as correct. Our records indicate the quoted rate was applicable if the vehicle was returned on March 29, 2024. When the rental did not meet the conditions of your confirmed reservation, the quoted rate was no longer applicable. The most economical rate available has been applied. We have attached your signed rental agreement for you to review.
  

  I understand your concerns regarding the additional days; However, it shows that you extended the rental until April 2, 2024. Therefore, you were charged for the additional days and additional charges for the vehicle protection coverage.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21712145
  
  I am rejecting this response because:

  In all of my correspondence with Thrifty/Dollar/Hertz they keep saying that I was to return the car on 3/29/24 when in reality my original agreement was to be returned on 4/2/24. That is what I agreed to. The gentleman at the counter did not say that the return date had changed and actually I showed him my agreement that I brought with me and confirmed the dates with him. I did reach out to Travelocity, but in all reality Thrifty is the business that owes me money back. Again, I did not request a full refund, just the extra charges. I am expecting Thrifty to see their error and correct the problem. 

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

  Business Response

  Date: 05/29/2024

  BBB Case 21712145
  RR No: 109158615
  
  This is a response to ***************************
  
  I apologize for any misunderstanding regarding your final invoice and extension. Please note, in accordance to the Terms and Conditions of the Signed Rental Agreement if any changes or alterations are made to the original contract the rates and cost are subject to change. This is including but not limited to extending a rental, returning early, or changing the return location. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21712145
  
  I am rejecting this response because:

  As I keep saying, I did not change anything to my original reservation. The gentleman at the counter confirmed that with me. When I signed it was on an electronic signing pad. If the gentleman confirmed that everything was accurate, I thought I was okay to sign. This is an error on Thrifty's end not mine. I am requesting a refund for the over charge. I do not want to keep going back and forth as you keep saying that I agreed to a change in contract, which I did not. 

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

• Initial Complaint

  Date:05/14/2024

  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 rented an SUV for 3 days in *********, **. During my trip, I filled the gas tank to capacity and paid $60. Upon returning the vehicle, I mistakenly thought I had prepaid for gas so I returned the vehicle on empty. Then I receive a Fuel and Service charge for $224.85. This is almost 4 times the amount it would've cost me had I filled the tank up myself. This is outrageous and criminal to charge someone 4 times the cost for a service. The cost of my rental was $238.21 without the fuel charge. The $224.85 is almost the entire cost of the 3 day rental. I will never rent from Thrifty again.

  Business Response

  Date: 05/21/2024

  Complaint ID ******** 
  Rental Agreement Number 142856604 
  
  This is in response to *******************. 
  
  I regret the inconvenience this matter has caused you; our records show the vehicle was provided to you on a full tank and returned on low fuel. According to the Signed Rental Agreement the charges billed are valid. However, as a gesture of our goodwill, I processed a partial refund of $112.42, please allow 5-7 business days to receive your credit. 
  
  Thank you for allowing me to address your concerns. 

• Initial Complaint

  Date:05/13/2024

  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 April 29th, 2024, I picked up a car rental at the *********** Thrifty counter that I had reserved through Expedia. I paid the majority of the reservation cost through Expedia, with a balance owing when I picked up the vehicle.The counter agent asked if we wanted a bigger vehicle. I don't think so (??)Do we want basic or comprehensive insurance? No Do we want to prepay our gas or bring it back full? Bring it back full.None of the questions came with an explanation, or any mention of cost.I was told to sign on the digital signature pad and pay the balance, plus a $200 deposit, with a credit card. When I looked closely at the receipt later that day, I noticed charges of $104.97 loss damage waiver, $29.97 ************************* and other fees, facility charges, and taxes - totaling $229.45 USD.I immediately called the toll-free # on the receipt. I explained the situation to the rep. *** told me she made a note on my file and when I dropped off the vehicle, the rental counter would refund the unauthorized charges. I also filed a complaint on Thrifty's website at this time to document their "error."When I dropped off the vehicle, they would not refund the charges. "You agreed by signing and accepting, so we can't refund." Yes, I signed and agreed to the rental agreement, NOT to optional, undisclosed charges.The manager told me to call "Billing" and they would refund the charges. I called "Billing" and was told "Billing" has not accepted calls for months, and to instead submit a complaint on their website (which I had already done). Their response was the same, "You have signed and accepted so we can't adjust your bill since the charge was valid." Last, but not least, I contacted Thrifty's ************************** Team as per the request on their BBB listing and was told the same.No effort has been made to resolve the problem, only to justify their poor sales practices.I am asking for a refund of the optional services I did not agree to.

  Business Response

  Date: 05/16/2024

  BBB Case 21706199
  Rental Record  126979683
  
  
  This is in response to *****************, 
  
  Because we can't reconstruct any verbal conversation that has taken place at the location, we rely on the Signed Rental Agreement (***) for documentation. The attached *** has the Loss Damage Waiver and ******************** shown as accepted. We normally due not refund if shown as accepted on the **** However, as a goodwill gesture, I have issued a partial refund in the amount of $72.30. The refund should post on the billed credit card within the next 7 business days. On future rentals, please review the *** before leaving the location so that any changes can be made at that time. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:05/13/2024

  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 booked the car at a contracted rate of 23$ a day totaling ****** and have a receipt for this price and yet when the invoice came via email I was charged ******.

  Business Response

  Date: 05/16/2024

  BBB Case # ********
  RR# or Res#: ********************* is in response to *************************.
  
  In review of our records, you were due to return by 5:45 pm; however, you returned after 8:00 pm. Any changes to the contract can affect the per day rate and in your case, this is what happened. As a gesture of customer service, we have adjusted the per day cost to your reserved rate and issued a refund in the amount of $310.83 to your Mastercard. Please allow 5-7 business days to post to your account.
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 05/16/2024

   
  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:05/12/2024

  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.

  This company stole $450 from us and refuses to acknowledge any wrongdoing, or to refund our money. I can provide all the details if someone from Thrifty is interested in contacting me to resolve this, and not keep giving empty apologies.

  Business Response

  Date: 05/16/2024

  Complaint ID: ********

  RR#: Unknown

   

  We would like the opportunity to respond to your message, but we are having difficulties locating your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Name of primary renter. 3. Beginning and ending dates of rental. 4. Location (city/state) of rental. 5. Details of your request, complaint or issue. Once we have the updated information we will be glad to assist you.

  Customer Answer

  Date: 05/16/2024

  Rental Agreement ID# *********. Primary Renter name: *****************************. Rental dates 05/03/24 - 05/05/24 from *********** location. When we returned the car on 05/05/24, we forgot to leave the key. The agent that was in the car made no attempt to stop us or flag us down to see if we had the key. We then sat in the Airport for close to 3 hours waiting to get on a plane, during which time we received no phone call, text, or email attempts to get the key. We would have been able to return the key within that time frame, had someone contacted us. While we sat at the airport, we received an alert that our card was charged $450, but my wife was having trouble seeing what it was for on her phone, and had to wait to get home and look on a computer. Our flight landed late at night, so she checked on her computer in the AM of 05/06/24 and saw that it was an unreturned key fee. We attempted to call Thrify, but they're phone system is designed for new rentals or getting a receipt, and all other inquiries are directed to their web site. She used the "contact us" option on the web site and sent a message asking where we can mail the key to return it, and got a prompt that she will receive a response within 5-7 business days. In the meantime, I contacted Thrifty via ******** message, and let them know we'll overnight the key right away to get that charge refunded. I was immediately told that because it's beyond 24 hours, they will not refund the charge. I explained that the circumstances at hand made it virtually impossible to get the key returned or get a response from someone within 24 hours. I was then again told sorry but the charge will not be refunded. When I advised multiple times, that company agents did not make any attempt to stop us or reach us within the time we could have physically brought it back, that aspect was continuously ignored in favor of not working with me on refunding this charge. At all times, I was clear that it was our mistake, and I expected that it will cost us something to resolve, but there is no reason to be charged almost $500 for a car key that we can easily return. The company will not work with me at all, and clearly doesn't care that we were charged within 2 hours or returning the vehicle after no attempts to resolve or notify us first, knowing that we would have no recourse once we got to our destination. 

  Business Response

  Date: 06/01/2024

  Complaint ID: ********

  RR#: 129359440

   

  Thank you for contacting us. As part of your rental terms and conditions you are to return vehicle and keys/key fob. Because the keys were not returned and there are no duplicate set of keys, the location had to have a key made so that the car was available to be rented. In light of this information we respectfully decline your request for a refund. 

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21701302
  
  I am rejecting this response because: Your agents told us that we have 24 hours to return the key when we originally contacted you to arrange the return, and we were already outside of that 24 hours. I was also told that this is not in the rental terms and conditions, and is more "just a courtesy." Please allow me to lay out the facts of this matter. 

  We returned the car at the airport. There was an agent standing in the open door of the car when we walked away from it. That agent never, not once, tried to flag us down call to us to stop, or otherwise try to get our attention in an effort to get the key back. We then sat in the airport for close to 3 hours waiting to board our flight. In that time, there was not a single phone call or email from Thrifty regarding any issues. There was 0 attempt to contact us while we could have physically gone back and returned the key.  Less than an hour after we returned the car, my wife got a notification that our card was charged $450.00 by thrifty, but she was having an issue with the mobile browser, so she couldn't see what the charge was for. This was a late night flight, so she figured, we'll get home and she can look at it on her laptop in the AM. When we landed at home after midnight, My wife went to pull her car key out, and that's when we found the rental key. No big deal, we'll reach out to Thrifty in the AM and ask them for the address to return the key. The following morning, we try calling Thrifty. Well the phone system has an option to rent a car, and an option to get a receipt for a previous rental. All other inquiries need to go through the contact form on their website. She goes to the website, fills out the contact form asking for an address to where we can overnight the key, and gets "Thanks for contacting us, please allow 5-7 days for a response." Later that day, I decide, there has to be a way to get in touch with SOMEONE, so I go to the Thrifty ******** page, and tell them the issue. I immediately get the answer, "sorry but you're over 24 hours, the charge will not be refunded." I went around in circles for at least a week, if not 2, explaining that we have made good faith attempts to contact this company to arrange the key return, just to be told over an over again "sorry it's over 24 hours. The charge will not be refunded." I filed with the BBB and am met with the same response. I have also filed with the AG. 

  I'll sum up my experience. We made a mistake (my wife and I) in not realizing we had the key (a fact that I have never said otherwise). We were charged $450 less than an hour after returning the car after **** attempts to reclaim the key from us while we were physically there to do so, and would have happily done. All of our attempts to resolve the issue in good faith were hampered with contact options that apparently are designed to ensure that you can't make contact until it's too late to resolve an issue like this, and not one single rep from Thrifty has even acknowledged their complacence in not attempting to contact us because it's just easier (and better for the company's bottom line) to just charge us, knowing that we'd have no recourse because it's impossible to meet the UNWRITTEN 24 hour deadline to resolve this. 

  This is called theft. Please refund the charge. I'm not being unreasonable in my request. 

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

  Business Response

  Date: 06/04/2024

  BBB Complaint: 21701302

  RR# 129359440

  This is in response to ********************************* complaint. Because the keys were not returned and there are no duplicate set of keys, the location had to have a key made so that the car was available to be rented. In light of this information, we respectfully decline your request for a refund. 

  Thank you for contacting us.

• Initial Complaint

  Date:05/12/2024

  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.

  Reserved rental car through GotRentalCars.com and paid in full for a Manager's special or similar car on 3/2/24 without any upgrades and on 5/1/24 at the Thrifty counter at *********************** the rental agent informed me and my spouse that the Manager's special is an Electric vehicle and to rent a compact is an upgrade ($184.00) which at the time I accepted as the truth, however when I got home and had a chance to look at the rental voucher the car group is for XXAR (B) which according to information found online is for a compact vehicle which is what we received (Kia ****** in addition the rental agent kept harping on upgrading to a protection package (Loss Damage Waiver) and I respectfully declined 3 times and my wife finally stated we do not want anything extras as 4th confirmation that we do not want any extras. She assured us that the package was removed but I received a statement voucher via email showing that it was added. I immediately attempted to contact Thrifty by phone on May 1st to cancel this product but their phone menu does not allow to speak to a live agent so I submitted my request online on May 1st and 2nd (screen shot attached); consequently did not receive a response until after the rental period had ended.

  Business Response

  Date: 05/16/2024

  BBB Complaint: 21700166

  RR# 127590923

  This is in response to *************************. The Wild Card special can be any vehicle on the lot which means it could be an EV vehicle. As a goodwill gesture the upgrade fee and Loss of Damage Waiver have been removed. Please allow 5 to 7 business days for the refund to post to your billed credit card. 

  Thank you for contacting us.

   

   

• Initial Complaint

  Date:05/09/2024

  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 returned a rental car at 6:55 pm on May 6, 2024 and have been continually charged $100/day for a car that I returned on time. I have called Thrifty just to be told that it can take ***** hours to close the rental, meanwhile I am still being charged and since I don't have enough funds to cover these charges my Bank has declined the "purchases". This is damaging to my reputation to ***************** I called on the 7th of May and was given an apology everytime I complained to the representatives but still received no confirmation that the car has been returned and the rental has been closed. I called on the 8th of May and got the same response as the day before and still have not received a confirmation of the rental being closed. As it stands I will continue to be charged $100/day for a car I no longer am in possession off. I would like someone to contact this company and explain that they cannot charge someone for a contract that should have been closed successfully at 6:55 pm on May 6, 2024. I would also like someone to hold them accountable for the time, 3.5 hours, that I had to spend to correct their error and not have any type of resolution to the problem their company has caused me to have to deal with. I would like them to write to my Bank and explain that I was not charging "purchases" on a card that doesn't have enough funds to cover the unfounded charges that I have received. I would also like someone from their cooperate headquarters to contact me about] compensation for my stress and time. Thank ** and have a nice day.

  Business Response

  Date: 05/13/2024

  Complaint ID: ********
  ********************** RR#: 129803682

  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 inconvenience or concern caused to you by the delay in when your rental was closed out and final invoice generated. After returning a vehicle, in most cases, the invoice will be generated immediately. However, there are some instances where it may take up to 7 days for the rental to be completely closed out and final invoice generated. When there is a delay in the closure, there are no additional charges billed but rather there may be a daily authorization made on the charge card. We have confirmed the rental was closed out on 05/08 and any authorization holds released. We have attached copies of  your prepaid and final invoices for your review and record. 

• Initial Complaint

  Date:05/08/2024

  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.

  To: CEO of Thrifty Car Rental Rental agreement number: ********* Summary When I rented a car from Thrifty in May of 2023, I told the agent that my auto insurance would cover any damages and so I didnt want any extra coverage and associated fees. My wife, who was with me, witnessed this. Nevertheless, the agent deceptively allowed me to sign for the loss damage waiver which I thought was waiving the extra fee! Later, when I saw the charge on my credit card ($320.58), I disputed the charge with Thrifty (details below) but Thriftys policies are inflexible and prevented representatives at Thrifty from making any changes to the charge or taking into account the predatory way in which the original agent handled us.You may not be aware of these predatory practices at Thrifty. And, obviously, I cant change Thriftys practices but you can! So Im informing you of the problem so you can take responsibility and change the culture, training, and practices at Thrifty so predatory practices are curtailed. To that end, and in good faith, I have paid the collection agency since this is not about me but about the, likely, thousands of other customers who are being preyed upon by **********************. Yes, I know Thrifty needs to make a profit but that shouldnt be obtained by preying on unsuspecting customers. ********************** can show that it is beginning to take its responsibility seriously by reimbursing my fee and then beginning to implement appropriate changes internally so predatory practices are curtailed. This has been a burden and responsibility for me but Im now passing that responsibility on to you. Can I count on you?Context We rented the car for roughly a week in the ******* area while my wife and I were on vacation.I dont believe I have rented more than a few vehicles in the last 16 years, so terminology such as loss damage waiver is not something with which I am intimately familiar. Nor am I very familiar with procedural snags (e.g. needing to check communications of the bill/agreement to make sure they didnt charge for any extras) or up-selling gotchas (e.g. allowing me to believe, and sign for, a waiver which I thought was waiving the extra charge).Facts related to the events of renting the Thrifty car and signing the Thrifty agreement I purchased the Thrifty rental on 2023-05-09 through Priceline. As a result, my expectation was that I had paid the full amount for the rental car and there would be no further charges.We arrived at **************************** and picked up the car June 13, 2023 at 9:56pm PST. We live in, and flew from, the ************************* region, so for us, it was 1am!My wife was with me while we signed the rental agreement. I told the agent that my insurance would cover any damages and so I didnt want any extra coverage/fees. My wife witnessed this.I assumed the loss damage waiver meant I was waiving the extra coverage/fees.The agent deceptively allowed me to sign for the loss damage waiver.On June 14, 2023, Thrifty emailed the rental agreement to me. I either wasnt checking my email or ignored it because the car was already paid for through Priceline and I assumed there wouldnt be any additional charges.Facts related to disputing the charge After returning home and reviewing my credit card statement, I saw the extra charge and began the dispute process.I contacted Thrifty to dispute the charge by talking first with an agent and then with the agents supervisor. Both of them said company policy prohibited them from doing anything about it and that I could not escalate it to the supervisors manager.I then disputed the charge with my credit card company. After taking some time to review the dispute, my credit card company did a charge back and refunded my money.Thrifty then sent me notices of payment due.Thrifty then cancelled my rental privileges.Thrifty then gave the payment collection to Transworld collection agency.Transworld contacted me by phone and I reviewed the facts of my dispute with them. Transworld relayed that information to Thrifty but Thrifty evidently just gave them a copy of the contract.Transworld has since contacted me by phone a couple more times asking me if I would like to make payment.I told Transworld that I would contact an attorney.Since this dispute isnt just about me, but rather is about Thriftys predatory practices, I decided the best course of action is to pay the collection agency and then send this information to people at Thrifty who are responsible at a high level and have the authority to change things at Thrifty.

  Business Response

  Date: 05/10/2024

  BBB Complaint: 21686655
  RA: 383645161

  This is in response to a complaint filed by *************************.

  Thank you for contacting us regarding this matter. We do appreciate you bringing this issue to our attention. Customer feedback is always valued as that is how we grow and improve as a company. I do apologize for the less-than-satisfactory experience you had with Thrifty.

  I do see you were charged for a loss damage waiver. These are considered optional value-added services available to the customer at the time of rent. As we cannot confirm any verbal conversations at the time of rent, we must rely on the physical evidence. In this case that is the legally binding signed rental agreement. As such we do view these charges as correct. I apologize you feel this was charged in error. I do hope we have the opportunity to provide you with a better rental experience in the future and improve on this feedback. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21686655
  
  I am rejecting this response because:

  my wife is a witness to the conversation.  There are lots of other complaints on BBB that are similar to mine.  Thrifty has not taken any good faith steps to change their behavior.

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

  Business Response

  Date: 05/16/2024

  Complaint ID: ********

  RR#: 383645161

   

  We rely on the signed rental agreement to verify your acceptance and understanding of your charges. Our position remains unchanged as we consider the charge valid. 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.