Business Profile

Auto Rentals and Leasing

Thrifty

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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:04/29/2024
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 reserved a vehicle online on 2/20/24 from Thrifty at *********** in ***************. The total with taxes and fees was $ ****** that was declining the added insurance, fuel, toll pass. when we got there we told the agent when asked about insurance, fuel and tolls we declined all three. We returned on 2/24/24 after filling fuel tank. Brought car to the garage where the attendant met us. She scanned vin number and said your free to go. I said hold on let me take a picture of the fuel and mileage. asked her if I needed to go to the counter, she said no,we were good to go. After boarding I got the email with the new price. They charged us for insurance $15.88 a day times 4 and 5 gallons of gas @ $10.49 total was $******. tried to call ************** but recording says to email them. we did as soon as we got home and a constant error kept coming up called and talked to a agent and she apologized for the page being down but to keep trying for days we tried. called back the agent asked us to send ***** a complaint she said she would and we also did. They say give us 3-5 business days to get back to us. Nothing!!! Called again and agent said to call Thrifty at ***************, got the number and sure enough same message to file a complaint on their form online. We decided to go through our bank that the extra charge was put on and disputed it. Our bank came back in our favor. We were happy. But just received a bill from Thrifty for a payment of $******. On 4/29/24 got a hold of ***** and the agent apologized for the inconvenience, but said I would have to pay the ****** then dispute it, but we had tried all that for the past 2 months. Unacceptable.
Business Response
Date: 05/01/2024
Complaint ID: ********
RR#: 980082471

A review of your signed rental agreement indicates your acceptance of ******************* Supplement (LIS). In regards to the fuel charge, the vehicle was returned at 5/8 tank, which resulted in a refueling fee being applied of $55.81.
Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. The outstanding balance of $130.69 is valid and must be paid.
Customer Answer
Date: 05/03/2024

Complaint: 21640167

I am rejecting this response because: We returned the car with a full tank of fuel as indicated in the picture attached to this claim. Also attached is a record of fuel purchase the morning of returning the car from our Bank statement.We did not get a receipt from the pump due to no paper to print. The pump clicked off and we were right around the corner to where we returned the vehicle. your saying it was only filled to 5/8th of a tank. If you look at the picture I took it shows it's full 8/8th and not 5/8th.
We agree that we owe the *** of $63.52 only because the agent put it in after and knowing we declined, but as you say I signed, I thought I was signing what I agreed to my original reservation.

Sincerely,

*******************************
Business Response
Date: 05/09/2024
BBB Case 21647333
Rental Agreement 106873885

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

Thank you for the provided documentation. The fuel charge has been refunded. You can expect to see a refund in the amount of $59.45 post on the billed credit card within the next 7 business days.

Thank you for contacting us.
Customer Answer
Date: 05/09/2024

Complaint: 21640167

I am rejecting this response because: You have sent me someone else's Rental agreement. Mine is #********* not # *********. Please correct this. I have sent you a picture of the gas tank when I did a walk around the car when I first picked it up and the second picture is after we brought it back fueled. As I stated in the last response, You sent us a bill. We will pay the insurance (LIS) only because I declined everything the agent asked us, but some how he slipped that in and I signed it. Bad on me. Shame on you. When you have fixed this mistake for the fuel, do not credit my Card, since you sent us a bill. I would like a updated bill without the fuel charge.

Sincerely,

*******************************
Customer Answer
Date: 05/15/2024
Hello Thank you for getting back to me. On their last response they have a different Complaint ID # and the wrong ********************** agreement #. My Rental agreement # is ********* and my Complaint Id # is ********. They have complaint # ******** and they have for the rental agreement # as 106873885.

Thank you for looking at this
Business Response
Date: 05/16/2024
BBB Complaint: 21640167
RA: 980082471
This is in response to *******************************.
Thank you for reaching back out for clarification on this. I apologize for the incorrect information previously being sent. I have double checked this account and the fuel refund for this rental was done on 5/10/24 for $59.45. As stated previously, please allow 5-7 business days for this to reflect.
I appreciate the opportunity to assist in this matter.
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.
I would like to be able to notify you when the funds are returned, The business said that on the 10th of May they returned the fuel charge and it would take 7 days to see it on my statement. If you just count business days it won't be showing til the 21st. The response I sent them on the 9th I stated don't return it to the card because you had sent us a bill, just send the bill updated. I guess he never read it because he said he would return on the card. Please keep this open til I received the funds.
Sincerely,

*******************************
Customer Answer
Date: 05/23/2024
I have not received the refund nor have I received an updated bill for my records.
Business Response
Date: 05/29/2024
Complaint ID ********
********************** Agreement Number 980082471

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

I regret the inconvenience this matter has caused you. After review of our records a refund for the fuel was processed 5-10-24.However, there was a dispute initiated by you in the amount of $130.69. After removing the fuel charge there is now a balance due of $71.24

Thank you for allowing us to address your concerns.
Business Response
Date: 05/31/2024
Complaint ID ********
Rental Agreement Number 980082471

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

I regret the inconvenience this matter has caused you. After review of our records a refund for the fuel was processed 5-10-24. However, there was a dispute initiated by you in the amount of $130.69. After removing the fuel charge there is now a balance due of $71.24

Thank you for allowing us to address your concerns.
Customer Answer
Date: 06/04/2024

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:04/29/2024
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.
Fraudulent car rental charge: Booked Thrifty car rental online through Expedia.com and paid Expedia $167 up front on 3/21/24, with only $88 owed to Thrifty per original quote/agreement. When car was rented from Thrifty 3/28/24, I refused all optional charges, accepting only what agent claimed as "required." Final charge was overcharged by $176, with Thrifty claiming "non-included charges." How can "required" charges not be included in original quote? I was either knowingly misled by Expedia/Thrifty, lied to by rental agent, and/or fraudulently overcharged by Thrifty.Neither company provides phone numbers to speak with representatives, only allowing messaging through portals.Both companies refuse to remedy the situation.
Business Response
Date: 05/03/2024
BBB Complaint#********
RR#*********
This is in response to ***************************.
We appreciate you reaching out and allowing us the opportunity to address your concern.
I regret any misunderstanding regarding the quote received and your final invoice. Your contract shows as accepting the loss damage waiver at rental pick. It was acknowledged and accepted by your signature on the signed rental agreement, which is attached to this correspondence. It is important to note that had an accident or loss occurred during the rental, ***** would have honored the Terms and Conditions of the Rental Agreement. For this reason, we respectfully decline your refund request, and consider this matter addressed.
Customer Answer
Date: 05/03/2024

Complaint: 21640066

I am rejecting this response because: I declined all options to the package and was told by the rental agent that any charges were mandatory/required. This was apparently false information and therefore I was misled/misinformed by the agent. I only agreed to the pricing promised at the time of booking. Thrifty should honor its original quote and recognize the misconduct/misleading behavior by its employee.
This is a classic example of 'bait-and switch' pricing committed by this company. A promise is a promise in spite of employee misconduct.

Sincerely,

***************************
Business Response
Date: 05/08/2024
BBB Complaint#********
RR#*********
This is in response to *****************************
We appreciate you reaching back out to us and allowing us to assist with this issue. We are unable to substantiate any conversations or interactions that take place at the rental counter, like mentioned in the previous correspondence It is important to note that had an accident or loss occurred during the rental, ***** would have honored the Terms and Conditions of the Rental Agreement. For this reason, we respectfully decline your refund request, and consider this matter addressed, requests to revisit this matter will not be considered.
Customer Answer
Date: 05/10/2024

Complaint: 21640066

I am rejecting this response because: again, the merchant refuses to note the difference between the reserved price and the actual charges. Either their reservation price was misleading/incorrect or the agent made incorrect charges. Either way there was an overcharge that the merchant refuses to acknowledge or resolve. Typical of corporate behavior to ignore the customer's concerns. They would rather collect an additional illegitimate charge and lose the customer forever rather than acknowledge a mistake and have a happy returning customer.

Sincerely,

***************************
Initial Complaint
Date:04/29/2024
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.
Thrifty Car Rental charged me $22.68 for fuel when I returned the vehicle to ******************** I filled the tank on the way to the airport. Photos show gas gauge/milage, card transaction for gas purchased and copy of what was billed to me. I request reimbursement for the charge. I have tried to contact the company by phone, complaint form and email. Phone call directed me to email. I have not received a response.
Business Response
Date: 05/01/2024
Complaint ID: ********
RR#: 120951456

Please accept my sincere apology for the billing error related to the fuel charge. I have issued a refund of $22.68 to your credit card. Please allow up to 7 days for the refund to post to your account. Rest assured this matter will be addressed with the appropriate management to prevent recurrence.
Customer Answer
Date: 05/01/2024

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:04/28/2024
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 airfare and car through Expedia. When we got to Thrifty Rental the rude counter person asked for booking, I showed him, I presented my debit card to pay 20 plus due, he rudely told me that they don't accept debit, my son offered his card to pay it, and he canceled the reservation and created a new one, not the car we ask for, got ****** Rogue, not the **** charged ****** to his card, when I aas trying to look at what hw was charg6, he snatched it away saying his card talking to him. I disputed the reservation, told him I wanted what I reserved and paid for, he said he didn't have it. I was outraged at his rudeness. We had to be at a wedding in an hour, spent an hour trying to get my original reservation. He told me of I had booked directly with ******* and not a third party, I wouldn't have this trouble. Expedia isn't exactly what I call a third-party. Every attempt with customer service has the same result, double speak and a credit of *****, not 345 for a 24 hour rental.
Business Response
Date: 04/30/2024
Complaint ID: ********
RR#: 110509770

Please accept my sincere apology for your experience. The behavior you described by our employee is no more acceptable to us than it is to you. Rest assured this information will be shared with the local management for immediate corrective action. In regards to the charges, I have issued a refund for the optional coverage's and prepaid fuel in the amount of $151.69. Please allow up to 7 days for the refund to post to your account.
Please also note the total charges on the rental were $208.27 and not $345.00.
Initial Complaint
Date:04/28/2024
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.
They sold me two lemon cars. I got a 2019 ****** leaf that couldnt even drive more than 10 mins without dying. It also had a couple open safety recalls. ****** wanted $13,000 to replace the battery pack. I had to fight tooth and nail to get thrifty to help me, if it wasnt for ******s mechanic helping me they would have left me in the dirt with this lemon car. They wouldnt let me out of the contract but offered to give me another car. Really annoying cause after reading the reviews about this place I knew it also would probably be a lemon car, but it would be way cheaper to fix than the ******. Another annoying thing was they didnt have any car as cheap as the ******, the cheapest car they had wa double the amount of the ****** which made me need another $1000 down and for some reaso the APR went up from 14% to 25% So I got a 2013 ******* veloster and its also a lemon car currently at the shop with so many problems I cant afford. The bank is just as sketchy too west coast auto finance, they have been completely ignoring all my calls to the point that Im late on my car payment because they wont answer. And thrifty is also ignoring my calls too. Im not sure what to do, I read reviews that this is what they do to be able to impound the car. Id be so mad but not surprised.
Business Response
Date: 05/20/2024
BBB Case ********

This is a response to Xaiviea *****

Please be advised that you will need to contact the local Thrifty Car Sales directly for assistance on this matter. They can be reached at **************.

Thank you for contacting us.
Customer Answer
Date: 06/21/2024
Long story short I got an electric car from them that had a completely fried battery pack, it couldn't even drive more than 10 mins on the freeway fully charged without completely dying. They assured me that car was reliable enough to get me to daily dr **** that keep me alive. It took 3 weeks of me going back and fourth when them and even the nissan mechanic called them a bunch to get them to take the car back. Finally they agreed to swapping it out with a different car. Of course the cheapest car they had on the lot was DOUBLE the price and for some reason my APR was way higher. It was ridiculous. So I got in exchange a 2013 ******* veloster and test drove it and my dad inspected it and it seemed fine. Of course it's not fine. It dies at stop signs and when I turn it back on after it dies it gets almost stuck in neutral and refuses to move but it's in drive or reverse, just acts like it's stuck in neutral. This has happened almost every time I drove it and I'd have to park it and leave it on the road for a couple hours and come back and it usually is back to normal. It was an incredibly expensive fix leaving me having a hard time paying the payment. And the car bank(west coast auto) is just as bad for TWO months I was trying to get ahold of them to pay my car payment but no one would ever answer. I'd have the money to pay them and they wouldn't answer for weeks then my car broke down and I'd have to pay that. It's been at the shop twice now. And today I FINALLY got ahold of someone with the bank just to find our they started the repo process already and I have to make TWO payments rather than one to get it out of repo. But if I pay one payment today they will pause the repo for two weeks and then I'd have to pay the second payment. Even when I told them what I've been dealing with they don't care. Thrifty and west coast auto are working together to s**** people over. I wish I read the reviews on this place cause I would have NEVER gone to them.
Business Response
Date: 06/21/2024

Please be advised Thrifty Car Sales is a separate entity and is not affiliated with the Hertz Corporation.

Below is the information provided by our Car Sales team for Thrifty in ***********

**************
**********, ** 95823

SALES: **************
SERVICE: **************
EMAIL SALES: ************************************
Initial Complaint
Date:04/26/2024
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 vehicle using EXPEDIA and prepaid for the rental. The reservation/booking was from 02/09/2024 until 02/12/2024. The issue we are having is that I returned the vehicle on 02/12/2024 at 6:40 pm but received a receipt on February 29th, stating that I returned the car on February 28th and charging me $1433.80. I have tried to communicate via phone, using their website and using their ******** Messenger as well (surprisingly, as you can see that was the only way to be able to reach someone). Also, when you try to communicate with them The phone line instructs you to go to their website, then their website will not take in your claim and instruct you to call their phone number, sending you in a loop where you accomplish nothing. I tried more than 15 times to submit this claim and every time I get an error. There has to be a way to track that vehicle for those days, where you should be able to confirm that it was taken out of the lot on 02/09 , returned on 02/12 and then try and find out where it was or who had it for the rest of the days. I am sure there has to be cameras that you can easily check. On 02/12 I returned the vehicle then boarded my flight and came home to **.
Business Response
Date: 05/01/2024
BBB Case 21632294
RR No: 964459473

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

I apologize for the difficulties you may have encountered when your recent Tampa rental was not logged as returned on the correct date. I have removed all the extra day charges to issue a refund of $1,132.08 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 05/06/2024

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:04/26/2024
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 was unknowingly assigned an Electrc Vehicle as part of "Managers special.". ( 4/23/24) I did not want an EV as I did not want to infringe on my friends for charging it nor wanting to drive from my friends house to a charging station. I was told that to get a gas powered vehicle I would need to pay an additional $280.00 for the vehicle at the time of rental. I could dispute the bill once the reservation had closed, but after being told that someone would call or email me within 24 - 48 hrs and this not happening I have very little faith in a resolution. All I am asking for is my $280 extra to be refunded.
Business Response
Date: 05/01/2024
Complaint ID: ********
RR#: 123722955

Please be advised when reserving the 'Manager's Special" the vehicle provided is determined by the rental location at pick up. The vehicle offered must seat at least 5 people and our Electric Vehicles are included. In the event the vehicle offered is declined, you are required to pay an upgrade fee for the preferred car class. We respectfully decline your request for the charge to be removed.
Customer Answer
Date: 05/01/2024

Complaint: 21629803

I am rejecting this response because:
At no time was I given the option of a gas vehicle or an EV. Why would any rental company not give that option, knowing that there are limited charging stations that TAKE TIME TO CHARGE the vehicle vs driving and filling up with gas which takes 5 minutes. When you are on vacation, you don't want to spend 24 hrs charging a vehicle. It is beyond my compression why this was NOT listed and just ASSUMED by the rental company that everyone wants to drive an EV. My son owns two Tesla's and even with a fast charging system, it takes time, much more than the 5 minutes at the gas station. An option could have been given before I got to the reservation desk or I would NEVER have rented from Thrifty and needless to say NEVER WILL AGAIN.

Sincerely,

***********************
Business Response
Date: 05/07/2024
BBB Complaint#********
RR# *********
This is in response to ***********************.
I am sorry to hear that the previous correspondence was not to your satisfaction. However, the mangers special is a rate that allows customers to enjoy a lower rate by agreeing to let the location assign the car at pick up. Attached to the correspondence is a copy of the Managers Special Guidelines, which are posted online.
We stand behind our initial position and respectfully decline your request for $280 refund. We ask that you respect our final position on the matter as we consider it fully addressed.
Further requests to revisit this matter will not be considered.
Initial Complaint
Date:04/26/2024
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 Rental Car in *******. I told the clerk at the counter that I wanted to decline all coverages since I already have good insurance and don't think that additional coverage is cost effective. He proceeded to tell me that I would have to pay for loss of service if anything happened to the vehicle. I said that I was ok without additional coverage but he set it up anyway. He must have misunderstood my intentions. I did not realize the error until I got my credit card bill the following month. I emailed them because you can't talk to anyone in customer service at **********************. They emailed back saying that they were sorry for the misunderstanding but since I signed the receipt, they would not refund the charges.
Business Response
Date: 05/01/2024
Complaint ID: ********
********************** RR#: 917319874
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 additional charges billed for the Loss Damage Waiver (LDW) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted.Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.
With this in mind, we must respectfully decline your request for a refund of the optional services as they were accepted and the benefit of the service provided for the duration of your rental. 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.
At this time, our records show a dispute was initiated with your financial institution and a chargeback received. Adverse charge disputes do not mean the charges are not valid and in no way alleviates the renter of responsibility of these charges. The amount of $274.80 remains unpaid, because these changes are valid you will need to contact our ********************* ************* Services, directly at ************** to settle these charges.
Customer Answer
Date: 05/01/2024

Complaint: 21630530

I am rejecting this response because: The clerk at the counter mislead me to think I was signing the rental agreement without the additional charges. Whether it was intentional or a misunderstanding doesn't matter but I fell like I was tricked and now there are refusing to acknowledge that there was a misunderstanding.

Sincerely,

*******************
Business Response
Date: 05/03/2024
Complaint ID: ********
********************** RR#: 917319874
This correspondence is being sent in response to *******************.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Once signed, the rental contract is printed and included in a rental jacket which is provided to all customers before departure. It is the customers responsibility to review the itemization listed on their rental contract and address any questions or concerns they may have with our representatives before departing the 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:04/26/2024
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 and I was told I would pay 238$ as estimated and the business charged me 826$ for supposedly 3 late which is not true because I was already on the plane at that post
Business Response
Date: 04/30/2024
Complaint ID: ********
********************** RR#: 965014175
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 confusion regarding the charges incurred for your rental in *****. The estimated total quoted at the time of reservation and rental is based on the terms of the reservation or rental contract. Any changes to the terms of the rental will change the rate of your rental. Our records confirm the you returned the vehicle to a different location other than reserved. We regret the you were not aware of the additional cost of leaving the rental vehicle in **************** However, if your intent to return the vehicle to *************** had been indicated at the time of reservation or rental, the appropriate rate would have been quoted. We also show the vehicle was due back for return at 9:07AM on 02/14/24; however, was returned at 12:22PM. Therefore, additional charges were incurred. The charges are correct based on changing the terms of the rental contract.
Customer Answer
Date: 05/12/2024

Complaint: 21629792

I am rejecting this response because:
Online if I do this exact reservation its 500$ not 826- I also paid for 2 extra hours you see in my reservation. As well as the total of those 2 hours were 8.50 dollars in total so Im unsure how 826$ became the amount. As well as there was a huge accident on the highway with no time to return it to MIA
Sincerely,

*************************
Business Response
Date: 05/16/2024
Complaint ID: ********
RR#: 965014175

The rate you are referring to that you found online is based on reservation booked in advance and availability. We must advise you were charged correctly and again the rate increased due to the unauthorized return to ***************, ** rather than ************* as 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.
Initial Complaint
Date:04/25/2024
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 car that was insanely dirty on the outside when they gave it to me so I took it through the car wash which they never said I couldnt do. So i return the rental April 15 on April 16 they attempted to charge my card 3 different amounts and still havent sent me my receipt when they told me I would have my receipt in my email within a hour when I returned the rental but April 17 they successfully charged my card 410 dollars and sent me a receipt saying it was for outside washing. Now I look at their reviews someone 3 months ago said they was charged 100 for outside wahsing. This is obviously a scam their running through their workers and it needs to be investigated.
Business Response
Date: 04/30/2024
RE: Complaint ID: ********

Consumer: **************************

Dear **************,
Thank you for reaching out to us regarding your cleaning fee. Damage was indicated on the vehicle from cigarette smoke and ash, requiring the vehicle to be held from lending and a full detail. I have attached pictures the location has sent of the ash that was found in the vehicle. With the information given, no adjustment is warranted at this time.

Thank you!
Customer Answer
Date: 04/30/2024

Complaint: 21627179

I am rejecting this response because:
The car wasn't cleaned when we arrived as I said in the previous message. Any stains that were inside of the car were present before we entered the vehicle. The original reason for charge said outside washing. Why are yall now switching the reason when I made this report. This is really suspect and ** going to seek a criminal investigation on you all at the thrifty because again you all tried charging me 4 different amounts and you all are switching the reasoning.
Sincerely,

*************************
Business Response
Date: 05/02/2024
BBB Case 21597074
Rental Record 117750091

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

The cleaning fee is considered a valid charge and no refund is due. While I understand this is not the outcome you were anticipating this is our final decision and considered this matter to have been fully addressed.

Thank you for contacting us.
Customer Answer
Date: 05/02/2024

Complaint: 21627179

I am rejecting this response because: you all are liars I dont even smoke. And Im contacting the *** tomorrow about you all running a scam and lying and charging my card different amounts. So Im goin to continue to reject you liars. The pictures you all sent isnt valid thats the top of the window idiot yall are running a scam and Im goin my to the *** first thing in the morning because that picture is bs. And Im not stopping until someone is prosecuted since you all are f****** playing with my money and time.
Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Thrifty is NOT a BBB Accredited Business.