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

2,074 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:05/02/2024
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.
I rented a vehicle from 4/23/24 to 4/30/24. Rental Record# *********. I used points to pay for the rental. I was asked when getting the vehicle if I'd like to have Thrifty fill the gas for me upon return. I said, 'No' because I was sure it would cost me more. She assured me and said that the amount I'd pay per gallon would be the same as if I filled it up myself. I inquired more. I asked if I would be charged anything if I changed my mind and filled it up just prior to returning. The gal said, 'No'. I said okay to the offer knowing I could still fill it up myself and not be charged. When returning the vehicle, the attendant confirmed (as does my receipt) that I returned it 100% full. I had filled it up at ****** for $4.39 a gallon. I then received an email showing I was charged $123.04. I have tried for hours to contact a live person at Thrifty, to no avail. I want my money back.
Business Response
Date: 05/07/2024
BBB Complaint: 21657447
RR# 123755354
This is in response to *******************. I apologize that happened. I have refunded your billed credit card in the amount of $123.04. Please allow 5 to 7 business days for the refund to process to your billed credit card.
Thank you for contacting us.
Initial Complaint
Date:05/01/2024
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 occurred on March 12,2024 at 2:17 am , I rented a car and I got charged for pre-pain fuel they told me when I return the car I did not needed to have a full tank , now they have charged me $93.00 to my account , I had research other complaints on line because I keep calling and they send me yo other numbers and they dont help me with this matter , please investigate because it seems this is a common malpractice of this company , another practice if not to charge you when you book and when you go there there if you dont have a credit card they will charge you extra fees .
Business Response
Date: 05/18/2024
BBB Case # ********
RR: Y65364972

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

Thank you for reaching out and allowing us the opportunity to address your concerns.

Hertz thoroughly reviews every customer's inquiry; upon review and investigation, the charge for the refueling fee has been adjusted and refunded. We apologize for the inconvenience. Please allow 3-5 business days for processing.
Initial Complaint
Date:05/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to lodge a formal complaint against Thrifty Car Rental (Location ID: #********, regarding an unjust charge and poor customer service which I believe violates ethical business practices.On February 16, 2024, I rented a vehicle from Thrifty Car Rental. According to our rental agreement, I was to return the vehicle with a full fuel tank. I complied with this policy, refilling the tank fully at a Circle K gas station in ***********, immediately before returning the vehicle on February 21.Despite my adherence to the rental agreement, Thrifty charged me $87.07 for purportedly missing fuel. I have provided substantial proof to Thrifty, including the car return receipt and a credit card transaction demonstrating that the tank was refilled on the date of return. Most importantly, the return receipt from Thrifty confirmed that the car was returned with a full tank. My wife was in the car with me and can attest to all of these points.I have made multiple attempts to resolve this matter directly with Thrifty Car Rental, including formal disputes, follow-up calls, and attempts to get the charges disputed through my credit card, but the company has been unresponsive and unhelpful. The charge remains on my account without adequate justification.This experience has caused considerable inconvenience and undue stress, and I believe that Thriftys handling of the situation reflects a disregard for fair consumer practices and transparency. I am seeking BBBs assistance in mediating this issue to secure a refund of the $87.07 erroneously charged to me.Enclosed are copies of all correspondence and documents related to this matter, including rental agreements, receipts, and records of communication with Thrifty.Thank you for your attention to this grievance. I look forward to your prompt response and assistance in resolving this issue.
Business Response
Date: 05/17/2024
Complaint ID: ********
RR#: 968053866

I apologize for the billing dispute. I have issued a refund of $87.07 to your credit card. Please allow up to 10 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:05/01/2024
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 was charged 125 for a fuel purchase option that I explicitly declined at the customer service desk and I said that I plan on refueling the vehicle and the customer service representative acknowledged. I used my rewards points with ************** to purchase ****** gallons at the Tecaco 1.1 miles away from the Thrifty rental return by the ************. I checked out the vehicle with the tank 94% full and returned it 94% full. I asked the attendant for a receipt when returning the car and he said one would be emailed to me. Hours later I was emailed a receipt including a fuel purchase option for 125. Why would I accept a fuel purchase option and waste my reward points and buy 20 gallons of gas to also pay another 125 for gas? The employee who added a fuel purchase option is being dishonest. Our communication was very clear during check out and return, this charge for the fuel purchase option was completely unexpected and is a significant amount of money. I will consider disputing the charge with my bank, USAA, if this issue is ignored.
Business Response
Date: 05/03/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *******************************.

In review of our records, you agreed and accepted the Fuel Purchase Option (FPO). We have attached a copy of your signed rental agreement. The fuel receipt provided was dated April 25, 2024,and you returned on April 27, 2024. With no receipt for the fuel purchase for the day of return we must respectfully decline a refund.

Thank you for contacting us.

Customer Answer
Date: 05/06/2024

Complaint: 21650143

I am rejecting this response because:
Your business is condoning employees telling customers one thing about what they are signing while the customer is signing the opposite. This is not a trusting relationship with the customer and most of the reviews on ****** maps for this location I rented a car report the same problem. My actions show that I did not know I had a Fuel Purchase Option, obviously I would not put 20 gallons in the tank. The employee at the counter told me I would be charged more than the fuel price for any fuel missing. This is very far outside of how a legitimate business allows their employees to behave. The employee specifically told me the opposite of what was in the fine print.
Sincerely,

*******************************
Business Response
Date: 05/09/2024
BBB Case:21650143
RR:123087834

This is in response to *******************************.
I apologize that you have found the previous response unsatisfactory. However, we do stand by the decision that these fuel charges are valid. As we cannot confirm any conversations that occurred at the time of rent, we must rely on the physical evidence. In this case that is the signed rental agreement. I do apologize as I know this is not the desired outcome.
Initial Complaint
Date:04/30/2024
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 reserved a vehicle 4/2/2024 - 4/7/2024 and selected for it to be location choice. When I arrived they gave me an Electric Vehicle which was not listed as an option when reserving. I explained that I would not have access to a charging station and asked for another vehicle. They said that they only had a Rav 4 or a convertable (both were upgrades). When I asked for a comparable vehicle, they said they did not have one available. My only option was to take the less expensive one since I would not have transportation otherwise. I was with my child, so a vehicle was a necessity to get from ***** to **************. After returning the vehicle and paying in full, I reached out to Thrifty to explain the situation. I do not feel it is right to reserve a vehicle and then be given one that I can not use due to lack of access to a charging station. In my opinion, an EV is not a standard vehicle. Also, I was unable to get a comparable vehicle, by no fault of my own. I was charged an extra $92.72 because I did not have access to a charging station. They initially agreed to refund me a portion of this but when I said that I do not feel that I should have to pay an additional fee because they did not provide me with a usable vehicle, they said that my case does not warrant a refund. Again, an EV is not a standard vehicle due to the fact it requires access to a charging station, which I did not have. I have tried to work with this company and explain the situation. They did not want to give me an equivalent vehicle, now they will not refund the extra money that I had to pay because they did not have a comparable vehicle for my reservation.
Business Response
Date: 05/03/2024
Complaint ID: ********
********************** RR#: 111940791
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 misunderstanding regarding the vehicle upgrade fee on your contract. Our records show at the time of booking, you selected a Class Q6 - Wildcard. Booking this car class will have a special set 'low' rate. The renting location Manager will advise and issue whatever car class/model they have most available which will include Electric Vehicles (EV). No preferences are permitted when choosing this class. Customers are encouraged not to book this car class if they have a specific vehicle type (EV or Gas Powered), number of passengers or specific amount of room needed.
As such, when a different vehicle was requested, a Vehicle Upgrade charge was incurred. This charge is valid based on the above information. However, our records show on 04/23/24 our **************** team provided a goodwill refund of 1/2 of the Vehicle Upgrade charge in the amount of $43.12. Though processed on this date, it will take up to 5-7 business days to show on your billing statement.
With the above in mind, we are unable to provide further credits on your rental contract. We are pleased that our **************** team was able to provide a partial adjustment to you and we are pleased they were able to assist. An updated invoice has been attached for your review and record.

Customer Answer
Date: 05/03/2024

Complaint: 21649225

I am rejecting this response because: it does not state that an EV is an option when choosing Manager's Special/Wildcard reservation. There is, however, a EV Manager's Special which is more expensive. So, even as an option, an EV is an upgrade. I recognize that Thrifty has given me a credit of $43.13 for the upgrade fees (not the taxes), I feel that this was deceptive, especially considering that I have found other complaints of this same issue happening. I was charged a total of $92.72 for asking for a gas powered vehicle that I had reserved. At best, the website descriptions of the options are misleading. If an EV is an option, it should be stated explicitly. Especially when there is another Manager's Special that states EV .

Sincerely,

*****************************
Business Response
Date: 05/14/2024
BBB Case 21649225
Rental Record 111940791

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

A partial refund in the amount of $43.12 has already been processed. While I understand this is not the outcome you were anticipating; we consider the matter fully addressed and there is no further refund for the rental.

Thank you for contacting us.
Initial Complaint
Date:04/30/2024
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.
My complaint is in reference to Thrifty Car Rental, **************************************************************. On April 24 I received an email (attached: "April 24 Gmail - Thrifty Rental Record *********") from Thrifty about the car I had returned on April 23. They claim the car was damaged upon my return. This damage did not happen while I had the car, and no Thrifty employee was present to check me in upon returning the car on April 23. I followed the instructions in the email and submitted the information in the attachment (April 24 Thrifty Hertz _ ******** submitted claim). They have disregarded my message and have since followed up asking for my insurance. I refuse to give them my insurance as this damage did not happen during the car rental period.
Business Response
Date: 05/18/2024
Complaint ID: ********
********************** RR#: 121066363
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 damage claim filed on your recent rental with Thrifty in *****. We reached out to our *************************** team for their full review and assistance. After an investigation into this claim and your rental, they have advised our offices that the claim has been closed at this time.
Customer Answer
Date: 05/20/2024

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:04/30/2024
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 booked a rental thru Priceline on 02/10 with Thrifty car rental . On March 3 i picked up my rental and returned it no problem. After getting home and got my credit card bill i found a charge of $404.42 from Thrifty. i have reached out to Thrifty but they only exist in the cyber world .They have Absolutely no customer service at all! I am looking to get my money refunded and probably wont use them again for their unscrupulous practices.
Business Response
Date: 05/02/2024
Complaint ID ********
********************** Agreement Number 985993186

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

I regret the inconvenience this matter has caused you. After review of our records, I show you accepted the Loss Damage Waiver (LDW) for $244.93, ************************ (PERS) for $69.93, and additional taxes and fees. Per the attached Signed Rental Agreement, the charges billed are warranted.

Thank you for allowing us to address your concerns.
Initial Complaint
Date:04/30/2024
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.
Rented a car through a travel agent. After the first start driving the car is had a dying key battery- engine light on. So I rented it for airport transport and also 1 last day to shop. Couldnt drive car in that condition to shop. Tried to drive the car back at 4am to return to the airport and the car- had no wipers we found too.we could have died on the ***************** Contacted their CS 3 weeks ago - no reply. Went to their fb page- they wont let me talk to a manager. Then I found 161 in addition of charges on my card. For services their rep giving out the car added with out disclosures from a computer I could not see. I have tried for weeks to get most of my money for this. They ignore me- and they have fake accounts on social writing me to download whats app.but their cs wont get a manager. Fully a scam. They have been neglecting servicing their rentals and I was put in a very unsafe situation and had a car rented I couldnt use. While traveling theres no provided number on your paperwork and no phone number for immediate service. The car was needed to catch planes but also recreational activities we couldnt do- due to safety. And no receipts about service and charges and I asked.
Business Response
Date: 05/02/2024
Complaint ID ********
********************** Agreement Number 116335623

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

I regret the inconvenience this matter has caused you. If a customer encounters difficulty, or is unhappy with the vehicle for any reason, while on rental, we ask that they contact the Hertz ************************** to arrange for repair or exchange of the vehicle, our records indicate no recorded calls were made to our ************************** office.I am also showing a refund of $161.00 was issued by our social media team as a gesture of our goodwill 5/2/2024, on average it does take 3-7 business days for funds to post. Based on the facts pertaining to this matter, no additional refund is warranted.

Thank you for allowing us to address your concerns.
Customer Answer
Date: 05/02/2024

Complaint: 21647897

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:04/30/2024
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.
Thrifty Car Rental/( **************** ***** ) - ***********, *************** On February 18, 2024, I purchased a flight and car rental package through Spirit Airline that was paid in advance. Airline confirmation number: WLWLMT Thrifty Car Rental Wednesday, April 24, 2024 - 12:00 PM Drop-off Monday, April 29, 2024 - 07:00 PM ******************** (MCO)Confirmation Number K77206372E0 Total $393.45 *********** allows the employee to overcharge cards and will not resolve a fraud issue by their employee.I used a major credit card for my purchase on February 18, 2024 for the total. I completed the online check in for Thrifty on April 23, 2024.My card was fraudulently overcharged and a hold placed on the card. I contacted the rental car company immediately because there were double chargesin error. The car was returned on April 29, 2024 as required and I requested a printout of my receipt. The rental was with Thrifty but I received an additional charge from Hertz upon my car rental return of $232.29. I was told by the attendant the charge would drop off because I did not rent a car with ***** and paid in advance. I contacted the rental car company from the airport because I wanted to notify them of the unauthorized charges. I immediately locked my card and notified my credit card company. I could not get anyone at Thrifty and therefore contacted *****. I was told by the customer service that charges were for LDW at ***** a day. I never authorized that charge. ***** charged my card without my authorization. I was told it was approved by the agent at the counter on April 24. 2024 but the charged occurred after returning the car. I requested the name of the employee to file a police report for credit card fraud and in the case of any type of identityfraud. *********** stated they did not have that information. I have attempted to report and resolve the issue with the company on 4/29 and 4/30. Refund unauthorized charges and provide fraudulent employee's name.
Business Response
Date: 05/02/2024
Complaint ID ********
********************** Agreement Number 123983064

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

I regret the inconvenience this matter has caused you. After review of our records I show you accepted the Loss Damage Waiver (LDW) for $209.94, and additional taxes and fees were also billed on this rental. Per the attached Signed Rental Agreement the charges billed are valid. Hertz is the owner of Thrifty the charges were applied to your Thrifty rental/ reservation K77206372E0 (Rental Agreement Number 123983064).

Thank you for allowing us to address your concerns.
Customer Answer
Date: 05/02/2024

Complaint: 21647596

I am rejecting this response because:

Sincerely,

********
Initial Complaint
Date:04/29/2024
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 am filing a complaint with you against Thrifty Car Rental because their phone system does not allow a person to speak to an actual company representative nor give an option to address their overcharge and after going through the forms they provide on their website and, after filing all the forms I was prompted, they have yet to respond to my inquiries.I rented a car from April 5 - 10, 2024 through a 3rd party (Wisecars) from Thrifty Car Rental, **************************. I was billed by Wisecars for $277.14 at the time of reservation and was then to pay Thrifty the remaining $113.25 when I actually picked up the car - for a total of $390.39.When I arrived at the Thrifty rental desk at **********, I asked if they needed my contract confirmation and was told no - just my driver's license and credit card. During the transaction I was asked a number of questions about fuel, additional insurance and anything extra, to which I declined all they asked, stating specifically that my home/auto insurance also covers rentals, then I paid with my credit card, believing I was charged for the $113.25 and not thinking they would overcharge me.The desk agent then handed me my contract and we went to our car, which, by the way, was a smaller car than promised and paid for.When my credit card bill arrived I saw I was charged $399.47 instead of $113.25. I then looked at my receipt and realized the agent had charged me for insurance that I had declined at the desk. I am seeking answers and a refund for the amount I believe I was overcharged. I would prefer to talk with the rental agency and try to settle the issue but they have not provided me a way to do so.
Business Response
Date: 05/01/2024
Complaint ID: ********
RR#: 113623263

I apologize for any misunderstanding regarding your charges and rental experience. A review of your attached signed rental agreement indicates you accepted the Loss Damage Waiver (LDW). We are unable to substantiate a verbal conversation, therefore we rely on the signed rental agreement to verify your acceptance and understanding. In regards to the vehicle you received please be advised it was an upgrade from the vehicle you reserved.
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.
Customer Answer
Date: 05/01/2024

Complaint: 21642023

I am rejecting this response because I believe it to be either the intended or unintended action of the desk agent who selected that I wanted to purchase the loss of damage waiver and not my action of doing so. Which, my complaint is not uncommon to others who have had the same experience and have in fact received a refund for Thriftys actions.

Not Sincerely At All,

*********************
Business Response
Date: 05/06/2024
BBB Case # ********
RR# or Res#: ********************* is in response to ***************************.

As previously advised no refund is warranted. It is the customers' responsibility to view the contract before signing and leaving the rental facility; however, as a one-time goodwill we have issued a refund for half of the Loss Damage Waiver (LDW) in the amount of $116.84 to your Mastercard. Please allow 5-7 business days to post to your account.

Thank you for contacting us.
Customer Answer
Date: 05/13/2024

Complaint: 21642023

I am rejecting this response because I want my full refund for their deception

Sincerely,

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

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Thrifty is NOT a BBB Accredited Business.