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:04/25/2024
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 charged on 4/6/24 for $586.73 by Thrifty/Hertz. I then looked back through my statements to see if other charges from them had been posted. On 10/6/2023 Thrifty/hertz charged my credit card 2 times in the amount of ****** (total of ******). I called to speak with Thrifty/***** about these charges but they refused to speak to me. Stating they could not provide me information as I don't have any reservations, which is true. I submitted a dispute with the credit card company on the most recent charge but am outside the timeframe for the $ ******. They suggested to come here to request a refund since I wasn't getting anywhere on the phone with Thrifty/Hertz. I am requesting these charges for a rental I did not have a contract/agreement for to be refunded to me.
Business Response
Date: 04/29/2024
Complaint ID: ********
RE; *******************************

Dear ******************,
Thank you for reaching out. We were unable to find transactions you have brought to our attention with the information you provided. Please reach out to us at **************************** so we may inquire further. Thank you.
Initial Complaint
Date:04/24/2024
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.
4/14/2024-4/17/2024 Rental Location ~ ************************************** Agreement ~ ********* We rented a car same day as arrival. We declined the Damage Waiver (charged $75) and we aren't even sure what the Premium ************************** ($29.97) is but we sure would have declined that because we have AAA. We were surprised to see these charges on our receipt just emailed to us today after we told them we were declining coverage, as we always do..This happened last August in ********* as well and try as we could we couldn't get those charges refunded either. This is totally unacceptable. The agents go so fast having you accept or decline (as we did) any additional charges. Is this a problem in the ********* location only? Upon reaching out to Thrifty this is the response I got...Dear ******************, Thank you for contacting us. I appreciate the opportunity to review your concerns.I have reviewed the Loss Damage Waiver (LDW) charge on your rental. Since the enclosed rental agreement showed you signed and accepted this additional service, the charge is valid and cannot be adjusted.We appreciate your business and look forward to the opportunity of being able to serve you again. Sincerely, Destiny B.Customer Correspondence Administrator This was my reply...Hi,Thank you for your reply. We specifically said we did NOT want/need the insurance. This has now happened twice. Perhaps your agents need to slow down as they are moving through screens. When a customer specifically states they do NOT want the insurance and then we think we are signing to DECLINE said waiver you expect the agent to be honoring your wishes. Especially since you noted it in your online reservation.We will not be renting through Thrifty again and will advise our fellow travelers not to as well. There are many honorable companies out there. We have NEVER had an issue with any other company.I will be filing a report with your personal response to the BBB.Take care,
Business Response
Date: 05/10/2024
Complaint ID: ********
RR#: 118538066

Please accept my apology for any misunderstanding regarding your charges. We rely on the signed rental agreement (SRA) to verify your acceptance and understanding of your charges. Per your attached SRA you did sign and agree to the optional items. In light of this information we can only confirm the charges are valid.
Initial Complaint
Date:04/24/2024
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 booked a Thrifty rental car via the **************** travel website on 2/15/24 with a quoted cost of $174.00. When we arrived at the Thrifty location (which was actually a Hertz location carrying out business for both companies), we were told that our vehicle wasnt available and we charged $726.21 for the same level of vehicle. I have contacted Thrifty by phone and online complaint now three times with no resolution. They state only that they stand by their franchise partners.
Business Response
Date: 05/03/2024
BBB Case # ********
RR# or Res#: *********************** is in response to *****************************.

After a thorough review with our Mexico team, they have advised you upgraded the vehicle, and this changed the rate. Since you signed and agreed to the upgrade the charges are correct;however, the Mexico team is providing a 25% discount as a customer service gesture and once this is complete, they will email you an updated invoice for your records.

Thank you for contacting us.

Customer Answer
Date: 05/03/2024

Complaint: 21620293

I am rejecting this response because: we did not electively upgrade the vehicle as stated in the response. We were told that that vehicle was the only option left and we had no choice but to pay the higher rate. We disputed this with the rental agent and were told that we had no other option. The same thing was happening to a group of clients in the line next to us. As it was not an elective upgrade and since we only were given that upgraded vehicle because the company didnt have the promised inventory, the original quoted price should have been honored.

Sincerely,

***********************
Business Response
Date: 05/10/2024
BBB Case # ********
RR# or Res#: *********************** is in response to ***********************.

After further review with our Mexico team, as a goodwill gesture they have issued another refund for the remainder of the upgrade charge. Please allow 7-10 business days to post to your account.

Thank you for contacting us.
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:04/24/2024
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 rented a car from Thrifty on Wed. April 17th - April 21st and we declined the Return Fuel Option that they offered us because we would return the rental car with a ******** tank and that is what we did. Thrifty decided to try and claim that they had to put 19 gallons of fuel into the car @ $10.99 per gallon (even though the tank was Full upon return) and charged us $206.61 for Fuel. The total amount they billed us does not work out to what we were supposed to pay for the rental. Our Bill was supposed to Total $215.65 with all taxes and including the option for the Toll Charge Transponder that we did accept at $13.99 per day which was explained that includes all tolls that we will go thru. Thrifty charged us $457.69 for this rental car so we are owed a REFUND of $242.04. The mileage in and out are ridiculous saying we had 7 miles on the car when we received it and returned it with 530 miles on it. We didn't drive 523 miles!! We drove about 100 at the most. Just another example of how inaccurate this company tracks their vehicles. You can't speak to anyone about issues because they only accept emails, no phone calls are answered!! Every option you press when contacting them by phone is automated and directs you to do your complaint online and then they never respond. Please do the right thing and refund the amount of $242.04
Business Response
Date: 05/10/2024
Complaint ID: ********
RR#: 120321272

Please accept my sincere apology for any misunderstanding regarding the fuel charge. After reviewing the charge, I have determined an error. Therefore, I have issued a refund of $242.04 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.
Initial Complaint
Date:04/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Thrifty at *****************. The car was picked up on Sunday, the 14th of April 2024. The car provided to me by Thrifty was a ******* Htrac with FL plates. The car was returned April 16th, 2024 at 17:00, the contracted time for the car to be returned. I was charged for an additional four days, a late fee for each day and a charge for a damaged windshield. The car listed on the invoice was a ****** Murano, not the ******* Htrac I received. They obviously mixed up cars. I have tried to reach out to Thrifty via telephone, ************************************************ and ******* and have not been able to get a response.
Customer Answer
Date: 05/08/2024
I wanted to let you know that I have heard back from Thrifty, and the matter is resolved as they have refunded me the overcharge.

Customer Answer
Date: 07/01/2024

Complaint: 21617228

I am rejecting this response because: Thrifty gave me a credit for the dispute in May, then had the credit reversed on my last statement.

Sincerely,

*********************
Business Response
Date: 07/08/2024
BBB Case 21617228
RR No: 118436710

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

Upon my review I have confirmed that there is no open balance for this rental and you were issued a refund of $315.90.

Thank you for contacting us.
Customer Answer
Date: 07/08/2024

Complaint: 21617228

I am rejecting this response because:
Thrifty issued me two refunds. One for $70 and one for $396.19 both on April 28th. They then rebilled the $396.19 to me on May 31st. Looking at the numbers I think $70 was a double refund and they reversed the $396.19 in error (they should have reversed the $70 as the $70 due me was included in the initial $396.19 refund)

Sincerely,

*********************
Business Response
Date: 07/16/2024
BBB Case #: 21617228
RR# or ***** 118436710

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

After reviewing our records, we can confirm the refund was processed and went through; however, you later made a chargeback with your credit card and then it was reversed. This is the amount you will see that was placed back into your account for $396.19.

Thank you for contacting us.
Customer Answer
Date: 07/17/2024

Complaint: 21617228

I am rejecting this response because:
The statement by Thrifty is not correct.
I was due back a refund of $70 for damage to a wind shield and $326.19 for being charged for extra days.
I see the $70 refund (4/26) but I did not receive the $326.19 refund for the extra days I was charged for.
I do see the $396.19 refund that received on the April 21st which was reversed May 31st - the rebill
At the end of the day I am out $326.19 because I was charged for extra days - do thrifty have proof they fully refunded me?

Sincerely,

*********************
Business Response
Date: 09/03/2024
BBB Case #: 21617228
RR# or ***** 118436710

This is in response to *********************.
We can confirm there was a system error and the refund for $396.82 was processed through again. I have attached a copy of the invoice for your records. We apologize for any misunderstanding.
Thank you for contacting us.
Customer Answer
Date: 09/06/2024

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:04/23/2024
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.
went through expedia to rent car reserved paid ****** for rental.When I arrived was told no available cars. Employee who was rude and disrespectful telling me thats what I get for going with expedia. Then was told I could get an upgraded car at no extra charge but would have to put 500 dollar hold because of use of debit card told him was not aware of this . He then said thats what you get going through a third party.I then waited over an hour and finally got car was close to midnight .Returned car on time and was told all set looked at bill and there was charges of a ****** wash and clean fee for one of which was smoking I dont smoke nor does my 16 year old daughter. further more car was only driven about 100 miles in 6 days so whats was there to wash.questioned charges and was told hey your all set you can go. I didnt have time to argue due to flight schedule . Tried calling thrifty to complain could not get anybody filled compaint form no response totally unprofessional and not to mention it cost me ****** through expedia and another ****** . So it cost me ******+ To rent a car for roughly 5 days was told would get deposit back not be charged for upgrade not that it was my fault my resevered car wasnt there.I feel that thrifty was totally unprossional made up fake charges and lied to get me in a car to get more money
Business Response
Date: 04/30/2024
Complaint ID: ********
********************** RR#: 118563771
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 to you regarding the additional charges for the enhanced cleaning fee on your recent rental with Thrifty in *******. Our records show you reached out to our **************** team regarding this matter and a credit of $400.00 was refunded to your charge card on 04/29/24. This refund was for the enhanced cleaning fee billed on your rental and will take up to 5-7 business days to show on your billing statement from the date of processing. We are pleased to see our **************** team was able to provide assistance.
Initial Complaint
Date:04/23/2024
Type:Sales and Advertising 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.
My husband and I rented a car from ************* on April 1, 2024 and our reservation was for Managers Special - wildcard or similar. When we picked up the car we were told the managers special was an ** vehicle. When making the reservation we saw that Thrifty does offer a Special - Managers Special ** or similar, but we specifically did not choose that option because we did not want an **. But upon pickup we were told we had to take the ** or pay for an upgrade. We asked the agent if there were many ** charging stations where we traveling, and the agent said they did not think there were. We were forced to pay for a $75 upgrade. Furthermore, we were overcharged for a number of the quoted fees when we returned the car.I made a complaint on Thriftys website, and while some of the excessive charges were refunded to me, the upgrade charge was not. Also, I contacted the phone number Thrifty posted on the Better Business Bureau page that customers should call before making a complaint. It is Hertz headquarters, and they informed me they can only handle insurance claims arising from Thrifty reservations, but not customer ********************************** reservations choices are misleading because they offer both a Managers Special - wildcard or similar and a Special - Managers Special ** or similar, but in reality both Managers Specials can be ** vehicles. We do not believe the $75 upgrade charges were fair and think they should be refunded.
Business Response
Date: 05/08/2024
Complaint ID: ********
RR#: 111412630

I apologize for any inconvenience caused. After reviewing the rental I have issued a refund for the upgrade in the amount of $71.33. 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.
Initial Complaint
Date:04/23/2024
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.
Was overcharged for a rental
Business Response
Date: 05/08/2024
Complaint ID: ********
RR#: 116126076

A review of our records indicates you were correctly charged. Your signed rental agreement indicates you accepted Loss Damage Waiver (***). The price differs from your signed rental agreement to your final rental agreement due to the vehicle not being assigned on your signed rental agreement. Once the vehicle was assigned the *** rate was correct. As the charges are correct, a refund is not warranted.
Initial Complaint
Date:04/21/2024
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 arrived at the ************** at 10:30 AM on Wednesday, April 17. After waiting for the thrifty bus for over 30 minutes, the first bus arrived completely full. They were not able to take more than two customers of the 50 of us that were waiting. I eventually ended up taking an Uber with other customers to the ****** location. All vehicles I was offered were damaged, smelled strongly of cigarettes or had a low tire pressure warning. I had to beg for a car in a higher class for my safety. I called thrifty on the evening of April 17 to confirm that the ****** shuttle would be running at 4:30 AM the next morning since I had a very early flight. I was assured that it ran regularly and was 24/7. Upon arriving to return my rental vehicle, I was left stranded for ****************************************** the 29 weather. I had had to pay for another Uber, which now exceeded the cost of my rental car. If they dont have enough shuttle drivers to bring customers to and from the terminal on a quiet Wednesday in the middle of April, they should not be open for business.
Business Response
Date: 05/10/2024
Complaint ID: ********
RR#: 119991900

Please accept my sincere apology for your experience. There is no excuse for such long waits for shuttle service as it is expected that the shuttle is running every 10 - 15 minutes. I have shared your feedback with the appropriate management for any necessary corrective action. I am very sorry for the condition of the vehicles offered, this is no more acceptable to us than they are to you.
Please provide your Uber receipts for review and possible reimbursement.
Initial Complaint
Date:04/17/2024
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.
False Advertising: multiple times over the last week, I have logged on to Thrifty's website to book a rental car. Each time I'm shown a daily rate that I am then unable to book. The first day that it happened I called ************* as instructed, and the person on the phone told me to try again the next day because the "Pay Now" option wasn't available at that time. He couldn't book it for over the phone, and after a lengthy hold he explained that it wasn't accessible on the website either even though it was clearly shown as an option on the site. When I tried the next day (or a couple days later) the Pay Now option was no longer shown. Today again, I tried, see the Pay Now price along with a "pay upon rental return" that's almost 30% higher. When I try to book the Pay Now rate I'm shown, again I'm redirected to an error message "An error has occurred. Please wait a few minutes and try again. If the problem persists, contact customer care to make a booking."
Business Response
Date: 04/22/2024
BBB Case 21590816

This is a response to ******** Cedar-*****

Thank you for providing this information. I have reported this error to the appropriate team to review and correct.

Thank you for contacting us.

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Thrifty is NOT a BBB Accredited Business.