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:05/06/2024
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.
As many others have had this happen, I too explicitly declined the fuel purchasing option, common sense, I was just told the usual $200 hold fee that would be returned after car return but instead not only did they charge me for fuel and service fees but a $35 fee for who knows what. Not only did I have the car washed, I fueled up at the airport gas station and kept all my receipts. I emailed Thrifty as this is the only way to get through and their response days later was they thoroughly investigated and said it was returned empty. This has now made me think of other times I rented from this company and got charged for a service I declined. I have all receipts I will include. Lets see would you pay $12.71 a gallon or $5.49?
Business Response
Date: 05/08/2024
BBB Complaint: 21671665
RR# 120146563
This is in response to *************************. Thank you for sending in your fuel receipt I located that on a different email. I've refunded the fuel charge in the amount of $241.95. Please allow 5 to 7 business days for the refund to post to your billed credit card, The new receipts is attached to here. I accidently sent you a receipt before I made the adjustments please disregard that email.
Thank you for contacting us,
Initial Complaint
Date:05/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Thrifty from 2/29/24 to 3/8/24. I paid $273.29 when I booked the car on 1/17/24. It said when I got the car I would owe $118.67. When they sent me the receipt after I returned the car, I noticed I owed $249.37, because they charged me for liability insurance that I did not sign up for. I tried calling the company with no representative to talk to, filled out 2 inquiries online to which I got automated email responses saying they would not refund me for the $127.04 charge. I disputed it with my credit card company to which I won and got my money $127.04 back. In 4/18/24 I received a bill in the mail for the $249.37 AGAIN, to which I had already paid $122.33 of. I tried calling once again, and emailed them saying I already paid this bill and disputed $127.04 for them charging me insurance that I didnt consent to. It has been over a week and no response. There is no way for me to get ahold of someone to drop this bill. Please resolve this for me. There are multiple complaints on BBB and **** saying how they fraudulently charge customers for insurance and fees that they did not consent to. This company is scamming people for their money. I tried attaching more files but could not due to size limit. I am asking for this bill to be dropped as I have already paid it.
Business Response
Date: 05/17/2024
BBB Case 21670129
RR No: 984686452

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

I apologize for the delay in receiving your refund. This has been corrected. Please allow up to 5 business days for the refund of $127.04 to post to your account.

Thank you for contacting us.

Customer Answer
Date: 05/17/2024

Complaint: 21670129

I am rejecting this response because:
I have already received my $127.04 back after I disputed it with my credit card company. I am asking that you guys drop the $249 bill I received in the mail as I have already paid it back in March.

Sincerely,

*************************
Business Response
Date: 05/23/2024
BBB Case 21670129
RR No: 984686452

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

Rest assured that there is no open balance for the charge of $249.37.

Thank you for contacting us.
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,

*************************
Customer Answer
Date: 06/18/2024

Complaint: 21670129

I am rejecting this response because:
I rented a car through this company back in February/March. I already filed a complaint through the BBB and the company said I have no open charge of $249.37. I attached a screenshot of that. Today I received my 3rd bill in the mail from them saying I owe $249.37 which I already paid when returning the car 3 months ago. This is annoying and I am tired of having to deal with this mess over a company who is still committing fraudulent charges. Hopefully you can pull up the last complaint I filed against them that has the entire story.

Sincerely,

*************************
Business Response
Date: 06/25/2024
BBB Case 21866926
Res No: 984686452

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

I apologize for the confusion. Upon my review I found that your balance was reduced by $127.04 however this was incorrectly issued as a direct credit to the card on file rather than an adjustment. As such, the balance of $249.37 is still valid and will need to be paid.

Thank you for contacting us.
Customer Answer
Date: 07/10/2024

Complaint: 21670129

I am rejecting this response because:
Complaint: ********I am rejecting this response because:I have already paid the $249.37 when returning the vehicle back in March. You can take your $127.04 back but I am not paying $249.37 when I already paid it. This is absolutely ridiculous and I am showing proof of receipt. See photos attached.
Sincerely,*************************
Business Response
Date: 07/10/2024
RE: BBB Complaint # ********

RR: 984686452

Dear **************,
Thank you for reaching out to us today regarding this matter. I see this amount is for your rental rom 2/29-3/08. This rental had ******************* Supplement added as an additional product. I have reviewed your signed rental agreement, and the charges have been billed correctly, as these products have been accepted. The bill you are now receiving is the amount due, as a chargeback was processed. The amount still remains due as the charges are deemed valid. I appreciate you reaching out to us for clarification on this matter. Have a great day!
Customer Answer
Date: 07/10/2024

Complaint: 21670129

I am rejecting this response because:
Complaint: 21866926

I am rejecting this response because:

As I mentioned in the previous response, you can have the $127 back. I am NOT paying the entire $249 AGAIN as I have already been charged for that. I attached the emailed receipt and my bank statement showing that. You guys are not understanding that I have already paid the full $249. What are you not understanding?
Also, I did not sign for ******************** I was told I was signing for a hold on my credit card while having the rental. Your workers lied to me and added insurance to my bill without my knowledge, after already previously declining insurance when booking the rental. There are multiple others who you have done this to and I have proof of that online. You can take the $127 back but I am not paying for something I have already paid for and that I have proof of.

Sincerely,

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

Customer Answer
Date: 08/26/2024

Complaint: 21670129

I am rejecting this response because: Please see the attached invoices.

Sincerely,

*************************
Business Response
Date: 08/26/2024
BBB Case 21866926
RR No: 984686452

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

Our records confirm that the charges were accepted and signed for as documented on your Signed Rental Agreement (***). 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 *** the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Business Response
Date: 09/23/2024
BBB Case 21866926
RR No: 984686452

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

Upon review I found that you had accepted the ******************* Supplement of $127.04 which increased the taxes and fees for a total charge of $249.37 at the time of pickup. Our records confirm that the charges were accepted and signed for as documented on your Signed Rental Agreement (***). 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 *** the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 09/25/2024

Complaint: 21670129

I am rejecting this response because:
I do not recall signing a rental agreement. This issue is now void as I have come to a compromise with the collection agency so that I never have to deal with this issue again. It was for my own peace of mind. I will not be renting through you again.

Sincerely,

******* *****
Business Response
Date: 09/26/2024
BBB Case ********
RR No: *********

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

While I understand this is not the response you were anticipating, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. I hope you will respect our position on this matter as we consider it having been fully addressed.

Thank you for contacting us.
Initial Complaint
Date:05/05/2024
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 traveled to ******** for a wedding and rented a vehicle to help transport family instead of doing Uber, etc. Unfortunately, we discovered that 2 of the 3 seatbelt latches in the back seat were completely inaccessible! We tried for 20 min to get to them but despite all our efforts we were unable to reach them and move them. I was pressured to purchase the loss of use insurance after standing in line for ONE HOUR when I arrived in order to PROTECT THEIR income in case of an accident requiring repair, yet this company did provide basic due diligence to ensure the PROTECTION of the people traveling in this vehicle. I complained to the attendant when I dropped the car off and the only response I got was, we will fix that for the NEXT PERSON. I would like this company to take responsibility for failing to ensure their vehicle met the safety standards that anyone should expect when renting their vehicle as it should not be MY job to have to go through the car and check that it is safe for my passengers! I fully accept the risks of accidents and know mechanical failures happen but THIS is completely unacceptable.
Business Response
Date: 05/16/2024
BBB Case # ********
RR: 128301611

This is in response to *************************
Please accept my deepest apologies on behalf of the Hertz Executive team for the condition of the vehicle you received. All vehicles should be properly cleaned and in good mechanical condition before being released for rental. Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary. We appreciate you sharing your experience.
As a gesture of concern, I issued a voucher in the amount of $50 for your inconvenience to be mailed to the address on file. Please allow 3-5 business days for processing.
Thank-you for reaching out to *****
Customer Answer
Date: 05/24/2024

Complaint: 21668830

I am rejecting this response because:
Your company provided a substandard service with an unsafe vehicle which for my passengers which created an unnecessary inconvenience as they decided to take an Uber rather than ride in an vehicle without proper restraints in the back seat! It is wholly unacceptable that your response is to essentially provide a small voucher for my next vehicle rental with your company. Not only was I pressured into purchasing insurance that essentially DOUBLED the price of my rental that I agreed to when I reserved the vehicle online, but my initial complaint to the agent when I dropped it off was dismissed without an apology. I would like a refund of half of the money I paid for this vehicle for the major inconvenience to myself and passengers, and entirely unacceptable experience from beginning to end.

Sincerely,

Heather Byers65695425D3CE2
Business Response
Date: 05/29/2024
Complaint ID: ********
RR#: 128301611

I sincerely apologize for your experience and for any inconvenience caused. When problems occur during your rental we ask that you contact our Roadside Assistance for assistance with a vehicle exchange or at least to have the issue noted. As a gesture of goodwill I have issued a refund for 50% of your rental rate in the amount of $45.02. Please allow up to 7 days for the refund to post to your account.
In regards to the optional Loss Damage Waiver, please be advised the coverage's are offered, however you have the option to decline the coverage. As you accepted the coverage you are responsible for the charge for the full duration of your rental.
Initial Complaint
Date:05/04/2024
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.
Thirty at the **************. At *************************************************************************************************** Despite making reservations, checking in early etc, I showed up at my reservation time. Told it would be a 45 minute wait, went to the back. There is a CROWD of people waiting for cars with one unhelpful individual working that would rather just blame the manager. I am told that it will be a minimum of another hour and a half wait, maybe longer with no time frame. This was not communicated by the front desk.Rental record *********
Business Response
Date: 05/08/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *************************.

Please accept our sincere apology for the wait time when you arrived at our ************************* location. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation or providing a vehicle on time. This can be caused by late returns, extended rentals, damaged vehicles etc. Our representatives make every effort to assist customers as quickly and efficiently as possible. Again, we truly apologize for the wait you experienced.

Thank you for contacting us.
Initial Complaint
Date:05/03/2024
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.
Good Afternoon,My name is *************************** and I rented a car from Thrifty rental car from 2/29/2024 to 4/30/2024. My rental number is *********. When I first rented the car from the Thrifty car rental at ******************************** it was too small and they allowed me to exchange it. They told me to exchange the car at the ***********************. A few days later I discovered the car was infested with roaches and was setting off my allergies. There were at least 100 roaches in the car and the car had to be towed. They then told me I could get another car at the Thrifty located at the ***********************. I had that car until the end of my rental agreement. On 4/29/2024 I called twice and asked if I could return my rental car to the Thrifty at the *********************** because that is where I got the last exchange car from and it was the car that I currently had. The Thrifty representative told me yes I can return to any Thrifty they also said I would not be charged. Since returning the car I have been charged a I/C fee of $300.00 because I returned the car to the Thrifty at the *********************** and that is also where I got the car from. I should not have been charged that I/C fee of $300.00 because that is where they said I could return the car. So instead of being charged $1847.37 I have been charged $2147.37 for the rental car. I tried calling customer service endless times and they told me they cannot help me. I have requested to speak to a manager multiple times and they tell me one will call me back and they never do. They have not tried to resolve this situation. I would greatly appreciate if youre able to assist me with this matter. Thank you so much.
Business Response
Date: 05/07/2024
Complaint ID: ********
RR#: 984826102

Please accept my sincere apology for your experience and the condition of the vehicle. I have issued a refund for the one-way fee in the amount of $356.66 to your credit card. Please allow up to 7 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.
Customer Answer
Date: 05/10/2024

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:05/03/2024
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.
A rental vehicle was noted to be damaged when it was returned. They did not give any paperwork or bills regarding the damage for several months, out of the window for the credit card company to cover the costs. Had they notified me in a timely manner of damages/costs, this would have been covered. Unfortunately, they did not, and I was stuck with a large bill. When time is a concern,Thrifty will not care.
Business Response
Date: 05/23/2024
Complaint ID ******** 4

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

I regret the inconvenience this matter has caused you. Could you please provide me with your 9-digit Rental Agreement Number so I may further investigate this matter.

Thank you for contacting us.
Customer Answer
Date: 05/25/2024
LP385361

There was vehicle damage and I wasn't contacted about it until 2+ months after the initial damage, out of the apparently standard 45 day window needed by credit card companies and insurance companies to cover anything. I'm attaching the first communication I received after the rental regarding the damages.
Business Response
Date: 05/31/2024
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 of rental (city/state). Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 06/01/2024

Complaint: 21663491

You should be able to look it up from my email address... I don't believe you can't look it up. Just another way to waste my time
LP385361
*********************
10/27/23-11/5/23
keflavik iceland

Sincerely,

*********************
Business Response
Date: 06/06/2024
Complaint ***********
RR#: Unknown

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

Thank you for providing the attachment email, however in the attachment email it appears there were some *** attachments that were not provided within your BBB complaint. So that we may further assist you please provide the *** documents that were attached to the email that you provided. Additionally, please provide your 11-digit reservation number or your 9-digit rental record number.

Thank you for contacting us.
Initial Complaint
Date:05/03/2024
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 04/20/2024 I returned a rental vehicle to thrifty car rental at ************************* I asked for a paper receipt and was told they could only email me the receipt.. Upon receiving the receipt I immediately contacted customer service for the refund for the $75.00 cleaning charge. The vehicle was never driven off asphalt and was not dirty. I even cleaned the car out of all garbage. I use over 100 rental cars for business only and have never been charged a cleaning fee. I contacted customer service through their website with a response that they would not remove this charge. This charge is fraudulent I have asked a manager to contact me with no response. The only acceptable result is the $75 credit plus the 6.25 tax they charged $4.69 $79.69
Business Response
Date: 05/07/2024
Complaint ID: ********
RR#: 119292795

Please accept my apology for any misunderstanding regarding the cleaning fee applied to your rental. The location applies a cleaning fee when the vehicle is not returned in the same condition it was rented in. This is because the vehicle must receive additional detailing before it can be rented again. After reviewing this matter, I have issued a refund of $75.00 to your credit card. Please allow up to 7 days for the refund to post to your account.
Initial Complaint
Date:05/02/2024
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 booked a car rental through my credit card travel portal and pre-paid using points and cash (receipt attached). When I went to get the car, the person behind the desk reviewed what I already paid and stated the only additional charge would be a temporary deposit hold on my credit card that would be returned upon returning the car. After returning the card the company charged me over $300 (attached) that they stated was for the car. I contacted my credit card and provided the receipts and after investigating they were able to dispute the charge. Over a month later I have now received an email and invoice in the mail charging me for this same $300. Their representative is stating it's for various fees that I was never made aware of and it's for a service I did not ask for or elect into. You should not be able to have a business license if you are going to charge exorbitant amounts to consumers without the proper awareness.
Business Response
Date: 05/07/2024
Complaint ID: ********
RR#: 101663391

A review of your attached signed rental agreement indicates you accepted Loss Damage Waiver (LDW), ******************* Supplement (LIS), Premium ************************** (PERS), and prepaid fuel option at the rental counter. We rely on the signed rental agreement to verify your acceptance and understanding of your charges. As you did sign and agree to the charges, we have determined the charges are correct. You have initiated a chargeback with your financial institution for the charges in the amount of $303.66. Because of this, there is an outstanding balance of $303.66 that you must pay.
Customer Answer
Date: 05/07/2024

Complaint: 21659778

I am rejecting this response because: I informed the the individual working at the time I already paid for my rental because this is about the same amount for the full rental and I therefore understood this to be an outline of what I already paid. He agreed, and informed me that I would not be paying anything additional. How is this acceptable? He communicated agreement that I will not be paying anything additional. These are services I did not receive. This is absurd that the additional fees are more than the amount of the rental, it's double the amount I was informed I would be paying to begin with. I have not had this experience with any other rental company in the past.

Sincerely,

Doli ****
Business Response
Date: 05/09/2024
Complaint ID: ********
********************** RR#: 101663391
This correspondence is being sent in response to Doli ****.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this, we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Initial Complaint
Date:05/02/2024
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.
We booked a rental car through Expedia , it was booked for an SUV. We have called a night prior to confirm the availability of a 4 wheel drive SUV on our reservation.
Upon being in line for 2 hours, we were told that only 2 wheel drive SUV was available for the booking made and Thrifty was not able to cancel the booking made through Expedia.
We were told that a 4 wheel drive will cost us an additional $100/DAY. And they were not able to cancel the booking made through Expedia because it was prepaid.

We were told that we have to reach Expedia directly to request a refund. We have confirmed with Expedia that was not true - Thrifty would have been able to cancel our reservation on their end.

We requested to proceed with the booking, rental for a day because we needed transportation to rent a 4 wheel drive with another rental company. Our credit card was requested for guarantee. Upon returning the car, we have discovered additional charges on our credit card. Please see attached.

Expedia itinerary# **************. It was a booking for 7 days on February 18th for $335.86.
Instead of cancelling the original booking, Thrifty proceeded with confirming the original booking and we were charged the additional fees that are additional charges such as driver charges, mileage and fuel policy, extra hours for a 1 day of rental.

This is blatant fraudulent business practice by Thrifty in not cancelling our original reservation through Expedia. Thrifty could have easily created a new booking for us knowing we just needed a day of use. Misleading advertising through Expedia!
Business Response
Date: 05/07/2024
Complaint ID: ********
Thrifty RR#: *********
This correspondence is being sent in response to a query made by **** *** Thank you for allowing us the opportunity to review your concerns.
Please accept our sincere apologies for the fact
that the vehicle booked was not available. We understand that careful
consideration is made when choosing the vehicle you require, and that is why we
have such a wide range of vehicles available in our fleet. Whilst we do state
that a vehicle from the class booked will be available, on rare occasions,
unforeseen situations arise that are beyond the branches control. This is
usually caused by late returns, extended rentals, damaged vehicles etc. When it
does occur, our policy is to provide a vehicle from the next available group at
no extra cost. We regret that in this instance, the available vehicle was not suitable for your travels.
The information provided to you by our representatives previously is correct in that a prepaid booking made through a third party cannot be edited or altered by our offices. They must be processed by the booking source, in this case Expedia, to ensure any funds paid to the third party are refunded as we do not have access to the third party companies billing systems. I regret any confusion caused by the third party booking source; however, in order to receive a refund (partial or full) Expedia will need to initiate this process.
With the above in mind, we have processed a refund of the charges billed at the rental counter for taxes/fees and additional services. This credit was made today, but will take up to 5-7 business days to show on your billing statement.
Customer Answer
Date: 05/07/2024

Complaint: ********

I am rejecting this response because:
Thank you for your prompt response.
While we understand booking through Expedia is prepaid. We
did not receive the vehicle we paid for. When it is Thrifty’s policy to provide
vehicle from the next available group at no extra cost, this was not
communicated at the desk. Proven by the additional charges incurred at the rental
counter for a day of use instead of 7 days that has paid for.
What was communicated at the rental counter was that it was
going to cost us an additional $100/ day for the promised vehicle. Which, we
have prepaid $335 for 7 days of rental use for. The request for the refund was
not because the vehicle we paid for was not available. We had called a to confirm
that our reservation through Expedia would qualify for a 4 wheel drive SUV and
the so mentioned car is available. On the counter, we were told that the 4 wheel
drive SUV was available but it would cost us $100/day additional. This is
clearly a use of misleading advertising. The information on Expedia was
fraudulent and deceptive with Thrifty having no intent to rent out the promised
car at the price that we have paid for through Expedia.
Again, while booking made through Expedia was prepaid,
Expedia would not process the refund because Thrifty confirmed the pick up of
the rental car we booked. By this time, we have missed the 6 hours window prior
to pick-up to cancel the reservation made through Expedia, because our reservation
was confirmed by phone and that we had to wait in line for 2 hours. I have
spent the last month requesting refund with Expedia which was declined by
Thrifty.
Refund request with Expedia case number **********

Sincerely,

**** **
Business Response
Date: 05/09/2024
Complaint ID: ********
RR#: *********

I apologize for your experience. Please provide documentation from Expedia that states they have declined to issue you a refund. We will review the document to determine if a refund can be processed from our end.
Customer Answer
Date: 05/09/2024

Complaint: ********

I am rejecting this response because:
Please see attached. We had requested refund on the original booking as we thought the charges on the new card was due to a new booking for 1 day use of car.
Expedia's response is basically saying that it was not due to a new booking, therefore the original booking was confirmed and valid.

Sincerely,

**** **
Business Response
Date: 05/23/2024
BBB complaint# 2*******
Rental Record# *********
This is in response to ********* ***
The customer will need to work with Expedia for a refund. We do not have access to Expedia's billing system and most prepaid bookings do not allow refunds for unused days. The customer did have the option to return to the location to exchange the vehicle if they were not happy with the vehicle being provided.
Thank you for contacting us.
Initial Complaint
Date:05/02/2024
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 vehicle in *******, ** from 1-4 April 2024; Starting 1 April 2024, rental agencies are no longer able to charge government travelers the Government Admin Rate Supplement Fee GARS fee of $15. I have repeatedly attempted to have Thrifty remove this charge from my bill and send me a new receipt.Thrifty has no means for me to talk to a live person, everything is automated and none of the prompts are designed to help me navigate an issue with my bill. I have emailed multiple times with no response. I have called the Thrifty ************** (Hertz) and spoken with someone who promised to help in 72 hours, only to never respond again. I called back and was told the only way to get Thrifty is through their website. I have submitted at least 4 inquiries via the website and have not seen one response in the more than 21 days since I started this process. I am beyond frustrated. All I want is a valid receipt that I can use to file my travel claim and get reimbursed.Additional information from the ******************************** is also included for review.
Business Response
Date: 05/06/2024
BBB Case: 21658208
RR No: 111567293

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

I have received confirmation that a refund of $15 was issued on 04/20. I have attached the final invoice per your request.

Thank you for contacting us.
Customer Answer
Date: 05/08/2024

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. The business finally responded to my multiple inquiries the day after I submitted this complaint.

Sincerely,

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

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