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.
441 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:05/08/2024
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.
THRIFTY CAR RENTAL -UPON RENTAL CAR DROP OFF, CAR WAS SCANNED IN A REPRESENTATIVE WALKED AWAY WITHOUT CHECKING FUEL OR PROVIDING RECIEPT. EMAILED RECIEPT AFTER I HAD ALREADY LEFT THE DROP OFF SITE IN ROUTE TO AIRPORT. DID NOT **** THAT I ACTUALLY FILLED TANK AND TOOK A PICTURE OF TRANSACTION AND OF THE ***** STATUS WHICH INCLUDED TIME STAMP. IMMEDIATELY FOLLOWED THE PROTOCOL AND HAVE NOT BEEN ABLE TO MAKE CONTACT WITH COMPANY
Business Response
Date: 05/13/2024
BBB Complaint: 21686500
RA: 117727046
This is in response to ***************************. Thank you for reaching out to us regarding this matter of a fuel charge. Our records indicate that the car was returned less than full. However,if you can provide a date and time-stamped receipt of the purchase, monetary adjustments may be considered for this charge.
Thank you for allowing me to assist in this matter.
Initial Complaint
Date:05/08/2024
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.
Reserved and paid for a rental car through Priceline for Thrifty Rental car. The *************** location had oversold their inventory, did not have the car requested. Our options given were to accept a smaller compact car or upgrade to a * SUV. The lot was empty and we had to wait for cars to be returned before getting a rental. The * SUV was not available either and we were given a Pontiac Enclave. In addition to our previous payment of $466.83 we were charged an additional $99 per day for 7 days and an additional $84.80 for a second driver. Total charges were $1389.38 for the week rental.Several calls and emails were sent about overcharges, without any resolution as the *************** denied there was an issue since they had our signature about the upgrade on the contract.Our $66.69 per day rental ended up charging us $184 per day because they didn't have the car we requested.From arriving at the rental desk, our wait was over an hour. Once the contract was signed, it was another hour before a rental was available.Very poor customer service at this location as they did not explain the charges were in ADDITION to what we had already paid.Priceline confirmation is K781248826, Thrifty rental record was *********, Case number with ***** to resolve issue ********
Business Response
Date: 05/13/2024
Complaint ID ********
********************** Agreement Number 114264323

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

I regret the confusion regarding the charges billed to you.

Our local management makes every attempt to provide our customers with a vehicle they booked for; however, during our peak season this may not be possible. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee a specific make or model.When booking a reservation whether this is booked online, through our app, over the phone or with a third-part vendor. On rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc.

According to the Signed Rental Agreement you accepted an upgraded vehicle to a L class Full-size car comparable to a Buick Envision AWD.This would not have been a free upgrade. As shown on page one of the Signed Rental Agreement (***) you accepted the cost of this upgrade fee. With the above in mind the charges billed for the upgrade is a valid charge. However,after further review of the *** I have refunded the additional drivers fee.Please allow 5-7 business days to receive your refund of $109.24.

I appreciate the opportunity to address your concerns.
Customer Answer
Date: 05/14/2024

Complaint: 21684234

I am rejecting this response because I understand that we had to sign for the upgrade. We DO NOT see the credit from the voucher from Priceline trip number 496-624-145-17 with the confirmation at the *************** K781248826. Our rental was treated as a walk up not a reservation using our previous payment of $466.83. Paying double of what we had originally scheduled was one thing, but triple (using the Priceline credit) is unacceptable.
I do appreciate the credit for the second driver.
Anxiously awaiting your reply.

Sincerely,

***********************
Business Response
Date: 05/17/2024
Complaint ID: ********
RR#: 114264323
Res#: K7841248826

I apologize for any misunderstanding. Please be advised your prepaid reservation was applied and the upgrade was in addition to the prepaid reservation. Please note your reservation number is listed on your rental invoice and signed rental agreement (SRA). I have also issued an additional refund of $12.14 as the taxes weren't appropriately adjusted for the additional driver fee. Please allow up to 7 days for the additional refund to post to your account.
We respectfully decline your request for an additional refund as the upgrade fee is correct.
Customer Answer
Date: 05/17/2024

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:05/08/2024
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 rented a car from Thrifty thru Expedia.com for the sum total including taxes of $328.57 for dates 4/27/24 to 5/4/24 , i also purchased car insurance thru Expedia for this car for those dates. This was a car rental at ************************************************ ***************. Upon arriving i informed the desk clerk that i already had purchased car insurance from Expedia for this vehicle and that i had my ****************** that also gave me roadside assistance. I informed her that i only required the ****************** She had me initial and sign the Waiver for these add-ons. Upon returning the vehicle the attendant informed me that my total was $530.53 . He showed me the statement and i realized that she had tagged on the vehicle insurance of $90.53 and roadside assistance of $34.53 that i did not want since i had my own coverage already. I contacted their customer service rep. on 5/4/24 who informed me that if they verify that i signed the contract they would not refund the charges for these two add-ons. As of today 5/4/24 I have not been contacted by them , but the charges have clearly been posted on my credit card. I did not get a copy of the original denial form i signed from them . I have since seen all the negative reviews on Better Business Bureau , Consumer Affairs , Yelp etc. of how prevalent Thrifty is scamming people in the thousands. I wish to be refunded for these unwanted add-ons.
Business Response
Date: 05/15/2024
Complaint ID ********
********************** Agreement Number Y65443044

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

I regret the inconvenience this matter has caused you. After review of our records I am showing a refund was processed for the added insurance on 5/5/2024, and this matter has been addressed internally with management over our *********** location.

I appreciate you allowing me the opportunity to address your concerns.
Customer Answer
Date: 05/15/2024

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:05/07/2024
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 rented a car from PHX Thrifty on April 23, 2024. At the time of rental, the agent told me that unused Prepaid fuel would be refunded. When reviewing the contract, I commented on the fees and was re-assured the prepaid fuel fee would be refunded. This was a flat out lie. I returned the car with a full tank of gas, was charged for the prepaid fuel, and when calling customer service to dispute, got a voice prompter saying prepaid fuel was non-refundable. Also, the car I rented got a flat tire after driving less than a quarter tank of gas. The 1st thrifty agent I spoke to told me it was on me to replace the tire because I had possession of the vehicle for more than 1 hour. After getting to the tire shop, I was told that the tires were in such bad shape that a flat was inevitable and they needed replaced. Thrifty ended up paying for the tire but it cost me hours of my vacation and potentially could have endangered my safety. FYI- i paid for an upgrade at the rental counter and got a bald tires. The first 3 times I reached out to Thrifty online, I got no response. After multiple phone calls, someone from roadside assistance gave me the customer relations email. Customer relations emailed me back after 4 days and told me that because I signed the contract that they wouldnt refund me. I asked that they reviews a video of me renting the contract and this was ignored. They are intentionally employing people that decieve their customers and take no action to resolve this. I highly doubt that any customer would read the contract regarding prepaid fuel when the rental agent flat out told them that prepaid fuel would be refunded if unused. This business is accepting and promoting deceptive practices. Someone needs to protect innocent people from them.
Business Response
Date: 05/10/2024
Complaint ID: ********
RR#: 123334315

Please accept my sincere apology for your experience. I apologize you were misinformed about the prepaid fuel option. Our policy does not allow a refund for the prepaid fuel option and you should always return as close to empty as possible to get the benefit of this service. We will address your experience with the location management to prevent recurrence. The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience.
In the interest of customer service I have issued a refund for the prepaid fuel, upgrade and applicable taxes. The refund is $130.68, please allow up to 7 business days for the refund to post to your account.
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.
Initial Complaint
Date:05/07/2024
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.
I refused liability insurance. The rental car associate stated that was fine. The stated to sign the document releasing the rental car to me as well as a credit card deposit. The associate added the liability insurance after I refused it and did not tell me as such. Now they refuse to refund the amount owed.
Business Response
Date: 05/10/2024
Complaint ID: ********
RR#: 124022684

Please accept my apology for any misunderstanding regarding your charges. As we are unable to substantiate a verbal conversation, we rely on the signed rental agreement to verify your acceptance and understanding of your charges. As you did sign and agree to ******************* Supplement (LIS) and had the benefit of the coverage for the duration of your rental, we respectfully decline your request for a refund.
Initial Complaint
Date:05/07/2024
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.
We rented a car from Thrifty Car Rental for use during our vacation in *******. We picked the car up on 02/03/2024 and returned it on 03/03/2024. In addition to the $1,047.31 we paid to rent the vehicle and the $300.00 additional collision damage insurance I purchased through Orbitz, they charged us $509.00 for insurance, which we did not need as our car insurance covers the vehicle. The guy at the counter told us we had to purchase the additional insurance "because it was the law in *******." I showed him the additional insurance I had purchased on top of my car insurance, but he told me it wasn't enough. Additionally, they charged my credit card $12.15 for tolls that I had already paid in cash. I was told I had to have a credit card on file for security, but I had already paid the toll and they won't refund that money either.
Business Response
Date: 05/10/2024
Complaint ID: ********
RR#: 961437186

I apologize for any misunderstanding regarding your charges related to the ******************* Supplement (LIS) and the toll charges. Please accept my personal apology for the sales technique used by our agent during your rental. We are proud of the optional coverage's and products we are able to offer our customers; however, it is never our intention to present these options in an unacceptable manner. Rest assured your feedback will be shared with the appropriate management for immediate review and any necessary corrective action. I have issued a refund of $509.56 to your credit card for the **** Please allow up to 7 days for the refund to post to your account.
In regards to the toll charge. Please be advised the toll authority provided the information to our Toll Processor ATS to advise of the unpaid toll. Attached is the toll invoice.
Customer Answer
Date: 05/13/2024

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:05/07/2024
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.
On April 26, 2024, I took a one-day trip to *********** via ********* Airlines. Simultaneously with booking my flight, I arranged for a car rental from Thrifty. I collected the rental vehicle from Thrifty at ABQ airport around 10:00 am on April 26, 2024, and returned it later that same day, at around 6:00 pm, to the designated Thrifty return lot at ***********. Following the attendant's instructions, I left the keys on the dashboard and promptly proceeded to catch the rental car shuttle, as I had a scheduled departure from ABQ at 7:55 pm, evidenced by my boarding pass.To my astonishment, Thrifty later claimed that I had returned the car on April 28, 2024, at 9:04 am, thereby adding an extra day to the rental period. Consequently, they charged me $211.94, significantly more than the $95.96 I should have owed for the actual duration of my rental. Despite disputing this charge and providing evidence of my timely return (my boarding pass indicating the April 26 flight departure), Thrifty failed to address my concerns or provide a resolution.It's frustrating to be wrongly charged for an additional day when you only had the car for less than 24 hours. I hope you can reach a satisfactory resolution with Thrifty soon.
Business Response
Date: 05/28/2024
Complaint ID: ********
********************** RR#: 125138344
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 additional days billed on your recent rental with Thrifty in ***********. Our records show you previously contacted our **************** team regarding the additional charges and can confirm their team provided assistance in correcting the billing error. We show a refund of $85.37 was processed on 05/09/24 and have attached an updated invoice copy for your records. We are pleased to see our **************** team was able to provide assistance and want to assure you that your concerns have been shared with appropriate management for their full review and corrective action where deemed necessary.
Customer Answer
Date: 05/29/2024

Complaint: 21678120

I am rejecting this response because:
Thrifty charged me $211.94, significantly more than the $95.96 that I should have owed for the actual duration of my rental. They only refunded $85.35 and still charged me a late return fee (despite acknowledging that the car was returned on time) along with other additional fees, as evident from their response. I expect a refund of $126, not just a partial refund of $85.

Sincerely,

*********************
Business Response
Date: 06/03/2024
Complaint ID: ********
********************** RR#: 125138344

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

After further review. I have processed a refund in the amount of $29.00, with a total refund amount of $114.37. This refund was issued for the late fee of $16.00,and fuel fee billed for $3.30, and additional fees. Please allow 5-7 business days for funds to post.

Thank you for allowing me to re-address your concerns.
Customer Answer
Date: 06/10/2024

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:05/07/2024
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 for 5 days through priceline. My total was $305 and I paid with Amex. When I got to Thrifty the guy at tge counter said it was due back at noon. I told him I needed to have the car back at 4pm and was told I would be charged for an additional day. I was charged $427.05 after returning the vehicle for the additional day as well as premium roadside assistance and a loss damage waiver that I never signed up foe. I already had roadside assistance and damage protection for the vehicle with the Amex card I used to rent the vehicle. Tbis is straight up theft!
Business Response
Date: 05/10/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *********************************.

In review of our records, per your signed rental agreement, you accepted and signed for the Loss Damage Waiver (LDW) and the Premium ************************** (PERS). The charges are correct, and no refund is warranted. I have attached a copy of the signed rental agreement for your records.

Thank you for contacting us.
Initial Complaint
Date:05/07/2024
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.
This complaint concerns Thrifty Rental *********** at ****************, *****************************. I rented a car 4/3/24 thru 4/8/24. The reservation estimated car cost total was $298.10. When I paid for the car at the Thrifty Rental Car counter the price turned into $363.17, and there was a $200 dollar deposit fee (all totaled $563.17 dollars). I returned the car on time, with no damage. The $200 dollar deposit fee was supposed to be credited back to my **** account within a few days, however, it has never been credited. I have contacted Thrifty twice, and they have told me each time that I must take up the problem with my **** card representative. I contacted ****, and put the entire $563.17 dollar charge into dispute. My intent was that a Thrifty representative would contact me to return the $200 dollar fee, and that has never happened. Thrifty appears to be a bait and switch company!
Business Response
Date: 05/09/2024
Complaint ID: ********
RR#: 112398860

A review of your attached signed rental agreement indicates your total was estimated at $563.17. You accepted Loss Damage Waiver (LDW) and Premium ************************** (PERS) at the rental counter. The hold/authorization on your credit card was $763.00 as we hold the estimated total plus $200.00. When you returned the vehicle on 04/08/24 the $200.00 hold was released from our system.

Customer Answer
Date: 05/10/2024

Complaint: 21676719

I am rejecting this response because: I rent cars quite often and NEVER accept additional charges as I am completely covered by my own insurance company (USAA) when I rent. Show me copies of the documents that I signed, as they are never given out at the rental counter, and in the past I have never had a problem like this.

Sincerely,

***************************
Business Response
Date: 05/14/2024
BBB Complaint: 21676719
RA: 112398860
This is in response to ***************************.
Thank you for reaching out again for further clarification of these charges. I have attached the signed rental agreement with a signature accepting these charges. You can find this on page 7. As we cannot confirm verbal conversations that occur at the time of rent, we must rely on the physical evidence. As such we do consider these charges valid. However, if you can provide proof of your USAA insurance, monetary adjustment may be considered.
Initial Complaint
Date:05/06/2024
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.
I rented a car from Thrifty Rental Cars at *********** on April 21, 2024 until Thursday April 25, 2024 for a charge of $81.96. There is a change on my credit card for $481.96. The additional $400 is listed as "Outside **********". I have no idea what this is for. The car was returned on time with a full tank of gas. No damage no issues.
Business Response
Date: 05/07/2024
BBB Complaint: 21673937
RA: 122300986
This is in response to a complaint filed by *************************.
Thank you for contacting us regarding this matter. Upon further research into this matter, we have found that the $400 charge on this rental is for a smoking fee.
I appreciate the opportunity to assist.
Customer Answer
Date: 05/08/2024

Complaint: 21673937

I am rejecting this response because my wife and I do not smoke. There was no smoking by anyone in that vehicle. This is ridiculous. We even wiped down the car before we returned it. I am very upset that you have insinuated that I smoked in the car. NOBODY SMOKED IN THIS CAR

Sincerely,

*************************
Business Response
Date: 05/15/2024
BBB Case: 21673937
RR No: 122300986

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

I have received confirmation that you were able to work with our customer service team on this matter and they resolved the matter directly by providing a refund of $400 to the card on file on 05/12. Please allow up to 8 business days for the funds to post to your account if they have not already.

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,

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

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Thrifty is NOT a BBB Accredited Business.