Complaints

This profile includes complaints for Thrifty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thrifty

  8501 Williams Rd Estero, FL 33928-3325

• 

  Thrifty

  560 Northwest Expressway Oklahoma City, OK 70132

• 

  Thrifty Car Rental

  1 Airport Rd Little Rock, AR 72202-4404

• 

  Thrifty Car Rental

  6300 W Bay Pkwy Panama City, FL 32409-1147

• 

  Thrifty

  375 AIRPORT RD Worcester, MA 01602

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:04/12/2024

  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.

  3 day auto rental from April 4th to April 8th. Thrifty from ***********************. Massive ***** infested passenger van. Had to throw away bag with contents noting hundreds of tiny roaches (they hatched on the way to return the van). Spoke to manager and was compensated $ 100. Not enough. Everyone in the van was traumatized.

  Business Response

  Date: 04/18/2024

  Complaint ID: ********
  ********************** Agreement Number: 113668973
  
  This is in response ***********************.
  
  I regret any inconvenience. If a customer encounters difficulty, or is unhappy with the vehicle for any reason, while on rental, we ask that they contact the Thrifty ************************** to arrange for repair or exchange of the vehicle.  ************ is provided with as little inconvenience as possible to our customers. Per our records there were no recorded calls made to your ************************* about the poor conditions of the vehicle you received.
  
  Based on our record the vehicle was returned 4/08/24, and re-rented the very next day 04/09/24, there was no reported issue of a ***** infestation before or after your rental period. I also do confirm the location refunded $100.00 as goodwill gesture. Based on the facts pertaining to this matter no further compensation is warranted.
  
  Thank you for contacting us.

• Initial Complaint

  Date:04/11/2024

  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 on 3/29/2024 and returned on 4/2/2024 was over charged by $470 the rental was supposed to be $44.00 a day the charge my card for $143.00 a day and the operation Manager there told me it would be fixed it was charged in error but still no refund and no response

  Business Response

  Date: 04/16/2024

  BBB Complaint: 21562216
  RA: 109868290

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

  Thank you for contacting us regarding this matter. Upon further investigation, we have found that the car was returned later than the scheduled return time. This resulted in a rate change. Per our terms and conditions any changes made to the rental are subject to rate changes.

  However, as a onetime gesture of goodwill, I have adjusted the daily rate to the original price of $44 per day. The 2-hour late return fee of $48.78 will remain the same. Your new total balance is $275.85. This is a total refund of $438.80. Please allow 5-7 business days for this to process.

  Thank you for contacting us.

• Initial Complaint

  Date:04/11/2024

  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 am writing to submit a formal complaint against Thrifty Car Rental following an unsatisfactory experience at their *************** location. The complaint specifically pertains to a rental transaction from March 26 to March 29, 2024, under Rental Record #*********.After booking and prepaying for a vehicle online, I was subjected to aggressive upselling tactics by a customer service representative at the counter. Despite my clear refusal of additional services, including insurance coverage which my credit card already provides, the representative added an insurance package to my contract without my consent. I was falsely informed that a charge of $200 was merely a deposit, to be refunded upon the vehicle's return. It later became evident that this was not a deposit but a permanent charge for unwanted insurance.This act of deception and the representative's failure to respect my explicit wishes have resulted in unauthorized charges. Consequently, I am seeking a full refund for the insurance charges that were imposed against my consent.

  Business Response

  Date: 04/16/2024

  Complaint ID ********
  ********************** Agreement Number 108437674
  
  This is in response to Ting ****.
  
  I regret the confusion regarding this matter. After review of our records I am showing you accepted and signed for the Loss Damage Waiver at $34.99 per day and the ************************ (PERS) at 9.99 per day. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.  
  
  Thank you for contacting us.

• Initial Complaint

  Date:04/11/2024

  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 through Priceline for the dates of 4/4-4/7 .I selected managers special , upon getting off flight I stood on the line for thrifty car rental for almost 4 hours . I can provide proof that my flight landed at 5:45 and I did not receive rental until 10 pm . Also I was not informed that I would be receiving a ev , I understand its mangers special but the wait along with this type of vehicle made my trip very inconvenient. I was in ******* for a wedding I still had 150 mile drive from the airport daily , and a full charge is only *********************** more than pumping gas . I fully charged it before driving to airport but it ended with 30% upon return . I was charged refuel fee , I think this is unfair because its more time consuming to charge than pump gas and people traveling have schedules to keep up with and flights to catch . I would like a recourse to all these mishaps , I am not a happy customer and if no recourse can be found I will be filing for arbitration. Rental confirmation number : K81707761F3

  Business Response

  Date: 04/16/2024

  Complaint ID: ********
  ********************** RR#: 113255601

  This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns and provide a response. 

  We apologize for the delays you encountered during your recent rental with Thrifty as well as with the provided vehicle. Every Thrifty reservation is accepted with the intention of honoring that reservation at the designated time. Your frustrations with the long lines at the rental counter are understandable.  **************** makes every attempt to staff appropriately for peak periods in order to avoid delays.  We apologize that in this instance the staffing was insufficient and you were inconvenienced.

  We also regret any frustration caused by the provided vehicle class. Our records confirm a Class Q6 - Managers Special was booked at the time of reservation. 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 may include an Electric Vehicle (**). No preferences are permitted when booking this vehicle class. If a specific vehicle class or type is needed, customers are advised not to book this car class. 

  With this in mind, we can see our **************** team provided a refund of the ** charging fees as well as the cleaning fees incurred on your rental in the amount of $438.76. We are pleased to see our **************** team was able to provide this assistance. As a gesture of our concern for the delays experienced at the rental counter, we are mailing a $50.00 certificate to you at the mailing address provided. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21560774
  
  I am rejecting this response because:
  I do not know which address you are sending certificate too , and you refunded me but charged me again ?? $ *****? How will you remedy this ? I do not feel $50 certificate is sufficientthis is a continuation of inconvenience on your behalf .
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/22/2024

  BBB Case 21560774
  RR No: 113255601
  
  This is a response to ***********************
  
  Our records show that the charge of $25.73 was billed for tolls used during the rental period. As a refund of $438.76 has already been processed in addition to the rental certificate sent to the address on file, no further compensation is warranted.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21560774
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/10/2024

  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.

  on 5 april 2024 i arrived at the thrifty location near *************************. i had made a reservation online and was picking up my vehicle. i was asked about insurance. i told them i did not need it as my car insurance covers rentals. i was asked for that company name. i told the name *****. he immediately said that my insurance was not accepted. i am NOT going to drive without insurance so i agreed to purchase from thrifty. there was no other safe choice to be made. once i got home and was going over receipts from my trip i was again upset by that charge. so i called thrifty and asked if they accepted geico insurance. i was told yes. i asked if this went for all locations. i was told yes.i was lied to by the thrifty counter person!!! i did contact thrifty via ********* after a lengthy pm they agreed to refund half my cost. but i was not ripped off half, i was lied to and paid a full price for something i did not need. if that location did this to me, they do it to others. such business practices are vial. surely my transaction is on a security tape and my complaint verified.

  Business Response

  Date: 04/16/2024

  BBB Complaint# ********

  Rental Record# *********

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

  Per the attached rental agreement, the Loss Damage Wavier was accepted and signed for. Since this charge was accepted and the rental agreement is signed, no adjustment is warranted. 

  Thank you for contacting us. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21557174
  
  I am rejecting this response because: please view the security tape.  you will hear your agent telling me THAT MY INSURANCE WAS NOT ACCEPTED.  that was a LIE!!  i am not going to drive without insurance so i had NO CHOICE but to purchase your insurance.  insurance i did not need.  this was a deceitful practice.  you back people into a corner so you can make a profit on pushing your insurance.  a very low caliber business practice.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/22/2024

  Complaint ID ********
  ********************** Agreement Number 113491722
  
  This is in response to *****************************.
  
  After review of our records I am showing a partial refund was issued 4/10/24, as a gesture of our goodwill. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.
  
  Thank you for contacting us.

• Initial Complaint

  Date:04/10/2024

  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.

  Dear Thrifty's,The beginning of my nightmare with Thrifty's began when I entered the queue line at the ******************* with my son and our 4 suitcases and 2 backpacks. The representative at the counter had his feet up on the counter and appeared to be eating or chewing something. Because his mouth was full, he motioned for me to approach the counter with his hand and never verbally addressed me or welcomed me. Not wanting to bother him, I explained to him that I had received a text in the air saying that my car was ready but that it resulted in an error code due to my still being in the air, I was guessing, and I wasn't sure how to proceed now. I told him I that I was a "skip the counter" customer, something I had done in the past with other rental car companies and truly enjoyed due to its ease and ability for me to start my vacations as quickly as possible. The man told me that I'd need to wait and first, he would need my Driver's License, which I provided. I handed him my military ID and Driver's License. He finally stood up from his chair and examined my identification. He then told me he would need my credit card. I provided him with a credit card and he said it needed to be the one I purchased the car with. I told him I didn't have it on me because it stays at home next to my desktop. I told him I never got any emails or texts or saw anything on the computer saying I would need my original credit card and that I am aware of companies that do state that, in which case I bring the original card and had I know i would have done so. The man sighed and huffed and told me he wouldn't be able to rent me a car without it. I was shocked because there are many valid reasons someone may not have an original card on their person (fraud, expired, closed account, lost, stolen, etc.) and never have I ever heard of it preventing a company from completing a paid transaction. I told the man that I find this hard to believe and he told me there was nothing he could do without my original credit card and that I would need to call the Thrifty's hotline for help. I explained to him that I already paid and I am a "skip the counter" customer and I'm just here to pick up my keys and leave. I offered him my phone to show one of the many texts I had received before ever even renting my car began and he refused saying it would be of no help to him. He told me he couldn't rent me a car without the original credit card and I needed to call the number. I asked him if he could call the number because I had been traveling all day and my phone was about to die. He said no, he could not call for me and that I would need to handle it on my own phone. I asked him for his manager and he said the manager would not help me either and "she" would tell me the exact same thing. I told him that's fine and to please get her and let her tell me that for herself. He said no and sat back down, kicked his feet up on the desk and went back to sitting and doing nothing. To the man's right was Dollar and the representative there was also sitting in a chair, doing nothing but reading a book, and didn't seem appalled at the level of customer service I had been receiving from this man at all. To his left was Sixt and they had been busy helping customers since my arrival. I looked over at the agents at Sixt who did seem aware of the horrible service I was receiving and told them that I had rented a car from them last month and it was a fantastic experience, not at all like the experience I was currently receiving from Thrifty's. They both said smiled and shouted "Thank you!" This interaction seemed to bother the man at the Thrifty's counter but he continued to sit in his chair and do nothing, with his feet propped up on the counter as he stretched back with his arms and hands behind his head. I proceeded to make the phone call only because I was at his mercy. The hotline said there would be a 10 minute wait and I looked at the man and repeated that, waiting for him to realize it wouldn't be worth either of our times since I was a "skip the counter" customer. He simply shrugged and went back to not caring at all. As the phone rolled through its many prompts, I asked the man what to press so that I could get to an agent quickest. He shrugged and said he didn't know and it didn't matter and to just press anything because I needed to talk to an agent. I explained to him that I didn't know what to press because I wasn't canceling a reservation, I wasn't making a reservation, my phone was about to die, etc. and I didn't even know which sequence to enter. He said he didn't know and he wasn't familiar with the phone system. Beyond frustrated with his total lack of customer service, I asked him if we could simply cancel the order and start a new reservation - he said no. I asked him if I could cancel the reservation so that I could leave his worthless counter and he said "I don't care what you do!" Such a rude response from a totally inept employee, I was still on hold well past 10 minutes and, at that point, I looked over the man who had no name tag on and said the final fatal words "What's your name?" He cheerily replied "My name's *****! What's yours?!" I found this to be completely odd and bizarre considering that I had supplied this man with my military ID, my Driver's License, and he supposedly had my reservation pulled up on the screen well enough to verify the credit card I had supplied him was not the same. ***** sat there, staring at me from his chair, with his legs still kicked up on the counter, and he decided to start publicly shaming me for not having my original credit card of purchase. As I waited on the phone, I had asked him if I could change my own credit card online and he said he didn't know because he doesn't know anything about the online system. I pulled out my laptop and began trying to connect to wi-fi and login to your website so that I could try while simultaneously on the phone, in line, with my child, while monitoring 6 pieces of luggage while ***** sat in his chair saying things like "OMG, who doesn't travel with credit cards?" and "Who makes a car reservation and doesn't bring the original credit card with them? - wooowww!" and "Wow, look at you, traveling without your credit cards - that's soo, that's so crazy!" I interrupted him and said "Is this what your doing now? Is this how you're treating your customers now?" He snapped "YUP! I sure am!" I told him that he was very unprofessional and continued with my online business and phone call while ***** did nothing but harass me and be absolutely mean and worthless. ***** then told me that I'm rude. I said "How am I rude?" ***** told me that I am rude for standing in his line while on my very loud phone making annoying phone calls. I was further appalled at this statement because I was simply doing as he had instructed me to do. During my entire time at the Thrifty's line, there were no customers before me or while I had been there so this was hardly rude for ***** or anyone else for that matter. I told ***** that he is very unprofessional and he asked me how he is unprofessional. I told him he is sitting in a chair, doing nothing to help a customer while I am making phone calls and trying to make online changes while he badgers me and verbally abuses me in front of my child and this whole airport trying to embarrass and humiliate me. ***** then sprung up out of his chair, maniacally laughed, and said "I know what I'm going to do! I'm refusing to rent you a car AND I'm going to get Security and have you physically removed from the airport!" and ran out of the building. At some point during this exchange, the customer service hotline representative came on and had heard the remainder of this conversation after around almost 25 minutes of my being on hold. I explained to him what was going on and he quickly looked up my reservation and told me I had already paid and he didn't understand what the problem was. I told him that I also didn't understand where the problem was because I was a "skip the counter" customer and yet I was indeed having the longest counter experience at a car rental agency that I've ever had in my entire life! He asked me why the man can't simply hand me my keys because it really is that simple. I said I didn't know and offered to let him try to speak to ***** when he returned, if ever. While on the phone with the agent, a man with long hair wearing nail polish walked into the airport and began stalking around, I imagine looking for the crazed person ***** no doubt had described that needed to be removed from the airport. Not finding anyone, they left, I imagine seeking out ***** for more direction ultimately leading him to me. He returned and approached the counter and told me he would not be renting me a car today. I asked the man if he was the manager and he rolled his eyes and said "Yes." I asked what his name was an he said "*****," in a deep voice and continued to roll his eyes and flip his hair. I tried to explain to him that I was a "skip the counter" customer and that I had already asked for the manager but was told that they wouldn't help me. I asked "*****" if he would be interested in talking to the agent who has all my information available and "*****" began repeating himself saying that he would not be renting me a car and that he would be supporting his employee. I extended my arm to ******* so that he could speak to the agent and he reluctantly took my phone acting as if if were contaminated or disgusting. The agent explained that they heard everything and would be filing a complaint on my behalf but "*****" didn't care and rolled his eyes repeatedly, repeating that he wouldn't be renting me a car. The agent asked why, for what reason and "*****" simply repeated that he would not be renting me a car and handed me back my phone as if it were covered in f**** and told me to leave. I exited the line and spoke to the agent who was just as baffled as I was by the experience and he said he would try to find me a car elsewhere. He tried and the nearest available was in ******* and I explained to him that that wouldn't be helpful for me at that time because I was currently stranded at the *******************. He told me he took a report number and I told him I didn't have time to complete a complaint myself at that particular moment but would later, after my trip when I got home and had full access to wi-fi and electricity. He understood, agreed, apologized, and canceled my reservation giving me a full refund. I then spent the next 2 hours trying to rent another vehicle, costing me over $1000 more than the purchase price I had agreed to with Thrifty's due to it being the beginning of Spring Break with no one having any availability. I found this to be the utmost cruelest thing ***** did to me and my child at the start of our own trip to ********** and nearly stranding me at an unknown airport for hours while he sat in a chair doing nothing, harassing me, and then trying to get me physically removed from the airport further humiliating me and my child who also witnessed the entire event. In one attempt to find another car rental, the manager at Avid told me ***** had many cars. He could not understand why the manager at Thrifty's wasn't able to resolve this issue considering I had a reservation number and should have a car in my possession already instead of trying to **** one down at the last minute under some extreme circumstances. As I attempted to rent an SUV from the woman with long crimped light brown hair at *****, a mysterious shorter, darker complexed woman with platinum blonde hair in a ponytail appeared out of nowhere and told her to tell me that they had no cars available for me. She never looked at me once but did ask if I was "the woman who was at Thrifty's earlier" and I said yes and she told the woman to tell me that all their cars were needed for other customers and to tell me no, that they wouldn't be renting to me today. The woman looked back at me and said "I have no idea what's going on" and mouthed 'I'm sorry.' I patted the counter, smiled, thanked her for her time, and told her it was OK and left. So Thrifty's you're not going to get any honesty from any employees at Thrifty's, Dollar, or Hertz because, as you know, they're all the same company and the horrible employees (mostly) at the *********** location are all going to stick together to protect each other and enable each other's deplorable actions as they all fight to keep their jobs. I ended up renting 2 vehicles due to the demands of Spring Break from Sixt and ***** both requiring minimal documentation and neither demanded original credit cards. **** even told me it's not required, which brings me back to the beginning wondering what had caused the severe discrimination that I had experienced at your ABQ location - was it the fact that I had supplied a military ID? I guess we'll never know. However, I did think you should be made aware of how your customer service representatives and managers are treating members of the military and their family members at your ABQ location. I would like a formal apology and to be reimbursed for my extra expenses and also to be compensated for my severe inconveniences due to the unprofessionalism of several of your employees. As I was busy getting service from the other car rental companies my son told me he had witnessed ***** arguing with another man after me who was wearing a hat and also found himself angry and standing in another line waiting for help from another company. As we left, ***** was arguing with another angry woman who was very angry and yelling at him, I imagine due to his total lack of customer service and unprofessionalism. When I returned my vehicle nearly a week later, ***** was sitting in his chair with 0 customers chatting with another employee and oblivious to my presence. I look forward to resolution from your company.***********************

  Business Response

  Date: 04/16/2024

  Complaint ID: ********

  Res#: K7883491120

   

  I sincerely apologize for any inconvenience caused to you when you were not allowed to rent a vehicle. Please be advised our rental terms and conditions do require the credit card used to prepay the reservation also be the card presented at the rental counter. I am concerned you were not allowed to make another rental using the credit card you had with you. 

  We pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the behavior of our representative. Please be assured your feedback will be shared with teh appropriate Senior Leadership for review and any necessary corrective action.

  I have reviewed your prepaid reservation which indicates $354.19 was refunded to your credit card and a $100.00 cancellation fee was applied. I have issued a refund for the $100.00 cancellation fee. Please allow up to 7 days for the refund to post to your account. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 

   

   

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21556750
  
  I am rejecting this response because:

  While I was at the airport trying to get my rental car from the Thrifty counter, I was on the phone with the Thrifty customer service rep who told me that the airport counter personnel were not handling the situation correctly and told me that I should call back again when I get home to fully explain what happened again and that I would be fully compensated for my loss and given a free rental.  The rep on the phone also said he would cancel my reservation free of charge, no penalty, and I would be given a full refund. I followed that rep's instructions and called when I got home from my trip but none of what he promised actually transpired.     

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/29/2024

  Complaint ID: ********

  Res#: K7883491120

   

  I apologize for any misunderstanding, unfortunately we don't have the ability to provide a future free rental. We can, however provide you a $100.00 rental certificate to use towards a future rental as a gesture of our apology. Please provide your mailing address so that we may mail the rental certificate. 

  Customer Answer

  Date: 05/15/2024

  I have been extremely busy and unable to check my emails but found time today to check and respond. Thrifty's has my address and didn't need to waste my time by asking for it and they could have and should have sent that $100 rental credit without my having to ask for it. However, please forward my address, AGAIN, to them and request the $100 credit be mailed and now, I have not ever received anything from them though they have continually lied to me telling me otherwise. And then we can consider this matter closed even though I am still extremely unsatisfied with this company.

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

  Business Response

  Date: 05/22/2024

  Complaint ID: ******** 
  Res#: K7883491120 
  
  This is in response to ***********************. 
  
  I have mailed a $100.00 rental certificate as a gesture of our goodwill. Please allow up to 10 business days to receive your certificate by mail at the address provided. 
  
  Thank you for allowing me to address your concerns. 

  Customer Answer

  Date: 05/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Also, I'd like to know if I was, in fact, refunded the cancelation charge that should have never occurred to begin with as well.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 7th at 6:27am I rented a car from Thrifty at the **************************** with a return date of April 8th at 6:00pm at the ********************************. I did return the car on April 8th at 5:58pm at the indicated location. I take pictures of the car and the location of return. I was told that a receipt will be email to me. Today, April 10th I received a recipe via email noting that car was returned on today's date April 10th at 5:42am. I was charged an extra day @ $105.36 + $16 late fee and additional LDW of $41.99 insurance per one day. I was overcharged: $163.35. The rental agreement is: *********

  Business Response

  Date: 04/16/2024

  Complaint ID ********
  ********************** Agreement Number 114405933
  
  This is in response to ***********************.
  
  I regret the inconvenience this matter has caused you. After review of our records I am showing the vehicle was returned 4/10/24 at 5:42pm. However in the interest of customer service I have refunded ***** of your rental and refunded the late fee billed to you. Please allow 5-7 business days to receive your refund of $138.36.
  
  Thank you for allowing me to address your concerns.

• Initial Complaint

  Date:04/09/2024

  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.

  On March 16, 2024 I made a reservation on *********** for Thrifty Car Rental in ****************** in *******, *******. My reservation was for a compact or wild mid size car. When I arrived at Thrifty she said I reserved an electric car. Me being stupid I said did I? I was so confused and naive I believed her. I didnt want an electric car. She said she understood my stress and would give me a free upgrade to a gas car. I was so thankful to her because I didnt want to stress about an electric car. Then I went about my trip. I never checked because I am naive and believed her. When I finally got home on the 24th I checked my email and saw I was charged an UPGRADE along with 2 other bogus charges l didnt agree too! I tried to contact them and let them know and they said well you signed you its in agreement. I was so angry. They didnt TELL me they added those charges and I believed the ladies LIES when she told me it would be free. I was never TOLD about a loss damage waiver OR premium roadside assistance! I have triple A I would never have agreed to these charges. I was scammed bc I am a sweet young gullible girl.

  Business Response

  Date: 04/12/2024

  BBB Case 21553867
  RR No: 103040114
  
  This is a response to ***********************
  
  I have received confirmation that you were able to work with our customer service team who resolved this matter directly by issuing a 50% refund of $100.00 for the upgrade charge the card on file on 04/10.Please allow up to 5 business days for the funds to post to your account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:04/09/2024

  Type:Sales and Advertising 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 rental car through Expedia for a Thrifty Car Rental on Feb 10 2024 for *********** for Feb 13 - 15, 2024 for which I paid to Expedia. The expedia reservation itinerary # ************** was presented to the Thrifty agent in LA upon chech in and the balance listed was $7500 to be collected from Thrifty. Maintenance trouble was reported with the first car rental and returned the car for an exchange on 2/14/24. I received a replacement car which also had a flat tire maintenance issue on 2/15/24 a few hours before the rental was due which I subseqeuntly had to get another exchange. (I was told by each agent that I would get a credit from Thrifty for my trouble. However upon checking in the car I was told to call Thirfty 800 number because they could not access the Expedia paperwork. Instand of the $75, that was the balance of the rental., Thrifty car rental had charged $281.14. I posted on the thrifty website my compaint and got no response. So I called Expedia (Case escalation # and filed a complaint with them to resolve. After numerous attempts with their office, I filed a compaint with credit card because I was being double billed by Thrifty and Expedia for the same care rental. Alt/***** I won both with Expedia and my cedit card company, I receieved a ltter from Thrifty on 4/3/24 asking for $281.14. This makes no sense and trying to talk with someone on the phone has not worked.

  Business Response

  Date: 04/12/2024

  BBB Case 21553622
  RR No: 966127094
  
  This is a response to ***********************
  
  I have received confirmation that you were able to work with our customer service team who resolved this matter directly by issuing a refund of $263.14 to the card on file on 03/26. Please disregard the letter received as there is no balance owed for this rental.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/20/2024

   
  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. 

  Provided Thrifty sends me no more letters about this issue, we are good to go.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/09/2024

  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 while on vacation in *******. I picked up the car at ************************* on 2/21/2024 and returned it on 2/24/2024. After dropping off the vehicle I was charged a $400 smoking fee when I do not even smoke. As soon as I saw the additional charge I attempted to dispute the charge by filling out the form online as requested by the automated system. When attempting to submit the form I get an error. Tried on two different internet browsers with no luck. I cannot call them as the phone system will not let me speak to a live rep to see what proof they have that I smoked. I wanted to also explain that the car had a lingering smoke smell when we got it but it also smelled like a smoke cleaner was used prior so it was no big deal. I am unable to reach them to dispute this charge. Also, I rented a car in *********** by Thrifty to continue my vacation. I took pictures like I always do and when I returned my car they charged me a gas fee although they took pictures of the gage prior to leaving. Luckily I had pictures and I was still in the airport so I could address the false charge for gas. They compared my picture and theirs and agreed it was an error. They refunded me the charge for gas on the second rental but it was only because I was onsite to compare pictures. Its not fair that I cannot submit the dispute form without an error and its not fair that I was wrongfully charged for a smoke fee when I didnt smoke nor ever smoked in my life. The rental company should at least look at past service records to see if that vehicle was smoked in because smoke smell is hard to get rid of and it shouldnt be an issue for future renters using the same car. You cant call *** thrifty nor ***** to get a live rep nor can I fill out the dispute using my rental number without an error. Its seems like because contacting them is so hard they can charge any fees they want because getting in contact is impossible.

  Business Response

  Date: 04/12/2024

  Complaint ID: ********
  ********************** RR#: 980549566

  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 regarding the additional billing incurred for our enhanced cleaning and detailing fee. Thrifty vehicles are serviced and cleaned before being assigned to customers.  Customers should return the vehicle in the same condition as rented.  We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc.  However, pet hair and other similar impurities require more time and detail to remove.  In such instances, Thrifty will assess a cleaning fee.

  Based on your feedback as well as our records, we have determined a credit is warranted. Therefore, we have processed a refund of $400.00 to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the funds to show on your billing statement. Rest assured, your concerns have been shared with our Area Manager in ******* for their full review to ensure proper customer service procedures are being followed and to take corrective action where deemed necessary.  

  
  

  Customer Answer

  Date: 04/17/2024

   
  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 appreciate the assistance and Thriftys response to a fair resolution.
  
  Sincerely,
  
  ***************************************