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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

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Thrifty has 298 locations, listed below.

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    Customer Complaints Summary

    • 2,074 total complaints in the last 3 years.
    • 440 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/17/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 17th, 2024 I rented a car at the ***************************** from Thrifty Car Rental. Originally I had reserved the car for a week. When I got to the airport I changed the reservation to one day. I picked the car up at 11:30 pm and returned it at 4:30 pm the next day, March 18th 2024 to the same location. I used my *************** credit card to complete the transaction. The agreed upon price was $200 refundable deposit and $30.00 per day for the vehicle. My credit card was charged $521.46. I never received the $200 credit back to my account and the charge was not what I agreed to pay. When I reached out to my credit card company they told me they would do an investigation. The very next day I received an email saying that there was no error found. I reached back out to my card company and asked them to reopen the case. This has been two weeks ago and I have heard nothing back. I sent supporting documentation to the company. I tried reaching out to Thrifty and could not find a live representative to assist me with my situation. Please help me! I am barely able to pay for this emergency trip to ******* due to a death in my family. This was not a recreational trip. I need them to adjust my bill.

      Business Response

      Date: 04/29/2024

      Complaint ID: ********
      ********************** RR#: 103249355

      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 or confusion caused to you regarding the charges billed on your rental. At the time of rental, an authorization hold is placed on a customer credit card. This hold is not a full charge, but will show as a "Pending Transaction". Therefore, at the time of return, when the final charges are assessed and the hold released, it will not be reflected as a refund but rather the "Pending Transaction" will no longer be visible on the account. 

      Our records confirm at the time of rental return on 03/17 the hold was released; however, during the final assessment of your vehicle it was determined that an enhanced cleaning fee was applied to your invoice for $400.00. Upon receipt of your inquiry, we immediately began a full review of your rental and this additional charge incurred. Based on the information available to us, we have determined a credit is warranted. Therefore, we  have processed a refund of $400.00 back to your charge card at this time. Though processed today, please allow up to 5-7 business days for the funds to show on your billing statement.  

      Rest assured, your concerns are being addressed with our Area Manager ******* for their full review to ensure proper customer service procedures are being followed and to take corrective action where deemed necessary. 

      Customer Answer

      Date: 04/29/2024

       
      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:04/17/2024

      Type:Billing Issues
      Status:
      Answered
      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 an all in rental car through *********** Credit card.The price quoted which said it included all fees and taxes was $186.01.When we arrived at our destination, we were told that the state of Utah charges extra fees, not disclosed to us previously. We were charged an additional $105.52.I consider this to be deceptive advertising as the $105.52 was never disclosed to us at the time of booking.

      Business Response

      Date: 04/22/2024

      BBB Case 21587783
      RR No: 116339834

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

      I apologize for any confusion regarding the final charges on your rental. Upon my review I found that you were billed for an additional driver, however we do not have record of a signature for this charge and as such I have removed it to issue a refund of $105.52 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.

    • Initial Complaint

      Date:04/15/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Reserved rental car for 4 days for ***** / day. After returning the car, the reciept i got says there is an additional agreed charge for ***** / day. I never agreed to increase the rental price, so im not sure why it costs more. I asked for the minimum price, not sure where the bait and switch happened, but I am seeking a partial refund for the unwanted charge.

      Business Response

      Date: 04/29/2024

      BBB Complaint# ********
      RR#*********

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

      Thank you for taking the time to bring your concerns to our attention.

      Hertz thoroughly reviews every customer's inquiry, I regret any misunderstanding regarding the coverage charges. Your contract shows as accepting the loss damage waiver at the time your reservation was confirmed. It was acknowledged and accepted by your signature on the signed rental agreement. (Had an accident or loss occurred during the rental, ***** would have honored the Terms and Conditions of the Rental Agreement.) Attached to this correspondence is a copy of your final invoice with a breakdown of charges.

    • Initial Complaint

      Date:04/15/2024

      Type:Product Issues
      Status:
      Resolved
      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 explicitly declined the fuel purchase option and informed the representative that I would refuel the car before returning it. Per our agreement, I paid $35 for gasoline and returned the vehicle with a full gasoline tank. Consequently, I requested a refund of $63.03 for the erroneous charge from customer service. So I have excessively paid $100 for gasoline. My subsequent emails that followed for further acknowledgment were all ignored. Hertz/Thrifty failed to uphold a positive customer experience by disregarding a customer's request by sneakily adding charges to a rental and blatantly ignoring communication coming from the customer. I will never rent another vehicle from any company affiliated with Hertz. Rental Record *********

      Business Response

      Date: 04/19/2024

      Complaint ID: ********

      RR#: 109718943

       

      I apologize for any misunderstanding regarding the prepaid fuel option. I have issued a refund for this option in the amount of $73.85. Please allow up to 7 days for the refund to post to your account. 

      Customer Answer

      Date: 04/19/2024

       
      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:04/14/2024

      Type:Billing Issues
      Status:
      Answered
      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 from Thrifty at LAX with a contracted rate of $106.42. When I picked up the car, they sought to charge me $260. I argued and they relented. After I returned the car, I was charged for damage to the windshield (completely invented as no damage occurred while I had the car) and a gas charge (even though I filled the tank 4 miles from the airport). I called to dispute and was given a partial refund but they still are not honoring the contracted rate. This seems like criminal fraud to me. I can provide a copy of my quote when I agreed to rent the car and the receipt from my gas purchase near the airport. I have no evidence on the windshield as nothing happened while I had the car so I never thought to take pictures. I'd be happy to provide signed statements by me and my passenger (*********************************) verifying all facts.

      Business Response

      Date: 04/18/2024

      BBB Case 21573996
      Rental Record 117005022

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

      It appears the fuel and damage charges have been refunded. I have issued an additional refund in the amount of $14.53. It should post on the billed credit within the next 7 business days.  

      Thank you for contacting us. 

    • Initial Complaint

      Date:04/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Apr 13th I made a car reservation. The total amount was $1,323.47 (including insurance) plus $870 under age charge. At the end when picked the vehicle I was charged $3,183.62!! Suddenly I realized and went back, spent 2 hours talking to the manager who then admitted it was wrong. Then they charged the right amount $2,133.92. They also were very rude and made me waist work time and loose money by missing meeting and work calls. I would like to receive a discount on my current or future rentals for this incident.

      Business Response

      Date: 04/24/2024

      BBB Case number: 21571652
      RES# K8261612422

      This correspondence is being sent in response to a query made by ***************************.

      I sincerely apologize for the inconvenience you have experienced.  In a review of our records, I can confirm that you are currently out on rent through 05/13/2024.  We are unable to issue any further refund or review your full rental until your contract is closed.  Once you have returned your rental and the contract is closed please reach out to ********************************** for further review.

      Thank you for contacting us.

    • Initial Complaint

      Date:04/13/2024

      Type:Product Issues
      Status:
      Answered
      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 Rental Number: Rental # ********* I rented a car at *************** on 4/5/2024. They gave me an electric vehicle which I returned on Saturday 4/6/2024 because of a lack of electric charging stations in *******. I was given a ****** Corolla which I returned on Monday 4/8/2024. When I got on my flight home, I received the updated receipt which listed a cleaning fee of $400 for SMOKING in addition to the regular charges. My final balance should have been around $55 dollars. I have a medical condition that prevents me from smoking or being around smoking. I did not smoke or had any smoke in the car as I was the only driver. I have been trying to get in touch with someone from Thrifty since I got home Monday night about this. They have no customer service number, instead having you fill out a form. I have not gotten any help from them since I filled the form out. I need some assistance getting this resolved and the erroneous charge removed from my credit card.I can be reached directly at ************** or via email at *********************

      Business Response

      Date: 04/23/2024

      BBB Case #: 21571209
      RR# or Res#: ********************* is in response to ***********************************.

      In review of our records, you were billed $400.00 cleaning/smoking fee. As stated in the Terms and conditions, if the vehicle requires more than Thriftys standard cleaning on its return, Thrifty may charge the customer the actual costs incurred to have the vehicle cleaned. As a customer service gesture, we will be able to refund the cleaning fee; however,since you disputed the charge with your credit card, we are unable to process this refund. Please cancel the chargeback with your credit card and once this is completed, please email us at ********************************** and reference case number ******** and include your rental agreement number.

      Thank you for contacting us. 

    • Initial Complaint

      Date:04/12/2024

      Type:Product Issues
      Status:
      Answered
      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 wife reserved a car with Thrifty, the estimated grand total was $341.60, confirmation #K79813187D8. She returned the car and received a receipt for $739.83, agreement #*********. I spent several hours calling multiple numbers in an attempt to resolve this issue. Unfortunately all numbers forward you to Thrifty's automated call line. ******************-334-1705, ************, ************, ************, ************, ************, *****************-847-4389, ************, ************) The message says to dispute claims online however there is not a dispute page anywhere on thrifty.com or their affiliate websites. I was able to reach an associate via ******** messenger who after hours of communication. told me that the charge stands. He/she did not provide any charge dispute/appeal information after repeatedly asking. I read through several reviews about *****************************************, it appears that this is a common scam being run out of their office. Given the amount of the charge and size of the company I am hesitant to pursue legal action. I am bringing this to the attention of the BBB for visibility and hope that you could help resolve this dispute.

      Business Response

      Date: 04/19/2024

      Complaint ID: ********
      ********************** RR#: 112867451

      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 charges billed for *********************** rental with Thrifty in *******. At the time of booking, we show ************** confirmed a Class Q6 - Managers Special. 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 includes our Electric Vehicle (EV) fleet. Vehicle preferences are not permitted when booking this vehicle class and if customers have a specific need for the vehicle type, passenger capacity or cargo capacity they are encouraged to book the vehicle class needed. 

      With this in mind, our records show ************** was provided with an EV at the time of her arrival; however, a Vehicle Upgrade into a gas powered vehicle was accepted and signed for at a rate of $75.00/per day.  Attached is a copy of ****************** initial rental contract as well as the final contract showing the assigned vehicle plus a full itemization of the charges agreed upon. 

      With this in mind, the charges of the final invoice have been reviewed and are correct and in accordance with the rental contract. Our records show a chargeback was received from your financial institution for $398.23. As a refund or adjustment was not warranted, this balance is now considered an outstanding balance and must be settled. 

    • Initial Complaint

      Date:04/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 manager's special online for approximately $200 for 4/2/24-4/8/24. We arrived at Thrifty to customers in front of us arguing about the same issue. We were told they can only give us an electric car which no where did the website state electric because no hotel we stayed at had charging stations. We had an appt. that day so we were forced to get a gas car upgrade for an extra $20 a day without any other choice and we only had it 6 days because it was returned at 10 am the 7th day. Their website is misleading and concealing of information. Instead of paying $200 for the week we paid double. I want an adjustment to my charge card because I should've been charged the price I reserved the car for online. We also got charged with extra fees. They also charged us $40 to fill up the tank which is wrong because we filled it up.

      Business Response

      Date: 04/17/2024

      Complaint ID: ********
      ********************** RR#: 112471645

      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 frustration or concern caused by the Vehicle Upgrade fee incurred on your recent rental with Thrifty in ***************. Our records confirm you reserved a Class Q6 - Managers Special vehicle. 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. No preferences permitted when booking this vehicle class. Customers are advised not to book this car class if they have specific preferences for the vehicle provided. 

      With this in mind, we show you declined the vehicle provided to you by the location and opted to accept a vehicle upgrade.  We have attached your rental contract which reflects the vehicle upgrade was accepted and signed for. With this in mind, a refund or adjustment is not warranted as our location acted in accordance with our Terms & Conditions. 

      Additionally, we have been unable to confirm the vehicle was returned with a full tank of fuel. We would like to correct any billing errors in a timely manner; however, will need a copy of your refuel receipt or bank statement showing the vehicle was refueled before return on 04/08/24. 

    • Initial Complaint

      Date:04/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 March 22nd-24th at the ******************* location. I returned the vehicle fully refueled and was charged $32.58 for fuel. I called the company as soon as I saw the mistake, which was well before boarding my flight, and was given a number to call. Once off the call I submitted their online form for fuel charge disputes. I have since called 8 more times and spent hours on the phone.

      Business Response

      Date: 04/18/2024

      Complaint ID: ********
      ********************** RR#: 106348270

      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 caused by the additional billing for the Fuel & Service Charge (***) on your recent rental with Thrifty in *******. Our records show you spoke with our **************** team by phone on 04/12/24 at which time a full refund of the *** was processed. The amount of $35.10 was refunded on this date; however, will take up to 5-7 business days to show on your billing statement. An updated invoice showing this adjustment has been attached for your review and record. We are pleased to see our **************** team was able to provide assistance in correcting this billing error. 

      Customer Answer

      Date: 04/18/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

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