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

2,079 total complaints in the last 3 years.
431 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:04/08/2024
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.
Rental # *********. We rented a car, prepaid way ahead of time for the car rental as well as additional insurance on the rental. Picked up the rental and declined any further insurance as we already had bought some. (We have multiple people that were present for this). They took credit card and drivers license, but we were not presented with a bill to agree to or anything. The worker must have incorrectly clicked a button and we were later charged an extra $404.42 USD that was NOT authorized whatsoever and is a completely fraudulent contract. Horrible customer service on social media just says too bad, that we agreed to it, which we definitely did not. Seeking a refund as we double paid because we already had insurance and were scammed as per hundreds of other peoples reviews as well. This company has no customer service to speak with on the phone either.
Business Response
Date: 04/12/2024
Complaint ID: ********
RR#: 984248226
I apologize for any misunderstanding regarding your charges. We are unable to verify a verbal conversation, therefore we rely on the signed rental agreement (see attached) to verify your understanding of your charges. As you signed and agreed to the optional coverage's we respectfully decline your request for a refund.

Customer Answer
Date: 04/23/2024

Complaint: 21548592

I am rejecting this response because:
We already purchased insurance ahead of time for the vehicle rental and did not need or want more. I do have proof and receipt for this if needed.
This is a major costly error on the companies part and can ruin peoples lives. We had 2 rental vehicles and the other one already had ldw/pers refunded by thrifty as this was verbally not agreed to with several witnesses present. Perhaps video surveillance can be pulled and a conversation with the employee working. You can see the 3 hour long line up and see there was no opportunity to review what was being signed for. We had budgeted for this trip and do not have an extra 400+ usd to pay for rental insurance we did not want or need. We already paid ahead of time for insurance.
We are asking for the same one time refund for these charges and will definitely be asking for printed contracts at the desk in the future.

Sincerely,

***************************
Business Response
Date: 04/26/2024
Complaint ID: ********
RR#: 984248226

As you did sign and agree to the coverage's and had the benefit of the coverage's for the full duration of your rental we respectfully decline your request for a refund. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
Initial Complaint
Date:04/08/2024
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.
Hi there,I want a refund from Thrifty for toll charges. I did not end up using Thrifty in ****** since they didn't have my car even though I made a reservation. I had to pay twice as much at **********. What is the point of taking a reservation if you can't hold the reservation? I would like a refund please for charging me even though they didn't have my car I reserved. Thanks,
Business Response
Date: 04/29/2024
BBB Case number: 21548566
RES# K7772256837

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 was unable to confirm the charges provided. Additionally, a rental agreement number would have had to be generated. When the customer does not sign for a vehicle, the location does not generate a rental agreement number.

However, please provide us with your full detailed credit card transaction history from the date of the transaction through current. Once this is received, we will be able to further review this matter.

Thank you for contacting us.
Customer Answer
Date: 04/30/2024
Please find attached the full activity to date. Thanks
Business Response
Date: 05/03/2024
BBB Case 21548566
Rental Record 911639035

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

Platepass has confirmed the $74.95 you are seeing is related to a rental in January. No refund is warranted. Please see attachments.

Thank you for contacting us.
Customer Answer
Date: 05/14/2024

Complaint: 21548566

I am rejecting this response because: in what world is there a $75 toll that I was charged on one trip between ****** and **? Please provide evidence of such a lofty toll. Otherwise please refund as it should be closer to $10 total, not $100+.

Sincerely,

*********************
Business Response
Date: 05/23/2024
BBB Complaint: 21548566
Rental Agreement Number 911639035

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

I understand you are not satisfied with response provided in the previous correspondence.

I have reviewed your initial BBB complaint, and our records. Attached to this correspondence is a copy of your rental agreement. On page 4 of your agreement it has Important information regarding tolls and how they are billed.

Note: Please be aware that certain toll roads and bridges do not accept or allow for payment by cash or credit card. These toll roads and bridges are cashless and or all electronic tolling facilities. Use of such facilities will trigger certain charges as described in your rental agreement. I am showing plate pass was triggered by a toll initiated on 1/13/2024. Plate pass is an all-Inclusive Fee: 7 days @ $14.99/day, max ************************ Regards
Initial Complaint
Date:04/08/2024
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 February 21, 2024 I rented a vehicle at the ***********************. I was with my Best Friend ****************************** and her husband ***********************. Initially my friends husband was going to rent the vehicle in his name but when they asked him for his Drivers License it was realized that it was expired. So they asked me to rent the vehicle in my name because I was carrying a valid Drivers License. As we were all three standing there they read out all the options we could take and when we came to the part of getting some liability insurance we all answered we would use our personal auto insurance in the event anything happened to the vehicle. We returned the vehicle with a full tank of gas on February 25, 2024 (three days later) checked it back in but instead of my credit card being charged *********************** opted to pay the rental with his credit card. We all go home and a few days later my friend calls me and says they charged his credit card for the liability insurance for a total of $209.95 and that charge is being disputed. There is currently a complaint made earlier by ****** and *********************** and that # is ********. BBB wanted to hear my story as I was the one who rented it.
Business Response
Date: 04/12/2024
BBB Case 21548060
Rental Record 980318511

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

The attached Signed Rental Agreement (SRA) shows that you accepted the Loss Damage Waiver (LDW). The pricing on it was slightly higher because you took a different car class than the original reserved car class. The charge is considered valid and no refund is due.

Thank you for contacting us.
Initial Complaint
Date:04/08/2024
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 February 27th, 2024, I paid $342.66 for a 4 day car-rental at *************** beginning March 25th. It was purchased through Priceline, which meant it was PRE-PAID in advance and non-refundable. Since it was pre-paid, it said it was "express-through" meaning the renter does not have to go to the car-rental counter - instead the renter goes directly to the car. I uploaded my driver's license and credit card online for the SOLE PURPOSE of avoiding the line at the counter. When I went to the car lot on the day of the rental, I was told I'd have to go back upstairs and wait in line to sign the contract. I WAITED IN LINE FOR ONE HOUR to accomplish this. There were only two agents working. They asked me if I wanted to pre-pay the gas or bring the car back with a full tank. I elected to bring it back with a full tank. THAT'S WHAT I AGREED TO. When I finally went to the car lot to retrieve the car, I was told by the lazy workers in the booth - "just pick any car from the back row". I picked a car and drove it away from the airport. Only when the car would not start on the next day, did I realize I had selected an electric vehicle. I never agreed to an electric vehicle - I agreed to return the gas tank full. There were absolutely NO INSTRUCTIONS in the car, a) alerting me that this was an electric vehicle before driving it off the lot and, b) instructions for how to charge it. There was no charging station at the resort where I was staying. After receiving help from strangers, I got the car to a charging station - figured out how to do it - and had to leave it to charge for eight hours and 40 minutes. I lost a whole day of my vacation because I could not use the car while it charged. I had to PAY FOR AN UBER RIDE back & forth to my resort, while I left the car to charge. Then, to add insult to injury, Thrifty charged me an additional $44.96 when I returned the car - calling it a "charging fee". I should be refunded this fee - I never agreed to an electric car.
Business Response
Date: 04/29/2024
BBB Case 21547658
RR No: 108089332

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

I apologize for any difficulties you may have encountered. Unfortunately, upon our review our records confirm that the vehicle was returned with a charge of less than 85% resulting in the ** charging fee. Additionally, we have no record showing that the vehicle was not charged at pickup as your report was not until over 24 hours after the time of pickup.With these considered, the charges are correct and no adjustments are warranted. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.

Thank you for contacting us.
Customer Answer
Date: 04/30/2024

Complaint: 21547658

I am rejecting this response because: the business obviously does not know how to read for comprehension. They didn't even address the complaint or comprehend what was being said in the complaint. This seems to be right in line with all of my other experiences with this company.
THE MAJOR COMPLAINT WAS: I was not warned or told in ANY COMMUNICATION that the car was an electric car as opposed to a gasoline fueled car. As I said in the complaint, at the counter, I was given a choice of whether to prepay the gasoline or to bring the car back with a full gas tank. I opted AND SIGNED THE CONTRACT agreeing to bring the car back with a full tank of gas.
THE *** I WAS DRIVING HAD NO GAS TANK! I WAS TOLD TO SELECT ANY *** FROM ROW SIX - AND I PICKED A WHITE ONE! I DID NOT KNOW THAT IT WAS AN ELECTRIC ***! THERE WAS NO INFORMATION ON THE **** OR IN THE *** TO ALERT ME THAT THIS WAS AN ELECTRIC ***! THAT'S THE BIG ISSUE, you idiots!
Not to mention the fact that I lost a FULL DAY of my vacation tending to getting the car charged!. It took eight hours and 40 minutes to charge and I had to take an Uber ride at a cost of $14.00 each way, to and from the charging station because there was no charge point at the resort where I stayed! This whole scenario is BEYOND RIDICULOUS!!
These were the issues addressed in the complaint. I am hereby taking the complaint to Consumer Affairs because this level of dereliction is absurd!!! Everyone with whom I have shared this story is sworn off of Thrifty. NEVER AGAIN !
Sincerely,

*******************************
Business Response
Date: 05/03/2024
Complaint ID: ********
********************** RR#: 108089332
This correspondence is being sent in response to *******************************.
We regret any confusion regarding the vehicle you were assigned for your recent rental. We have attached your rental contract which shows the vehicle rented was a 2024 Niro EV (Electric Vehicle). The fuel responsibility outlined on the rental contract is applicable to the charge responsibility for EV vehicles as well. While our agents will answer any questions or concerns a customer may have about their **********************, it is not always feasible to address questions about the make or model of a vehicle. Therefore, it is the customers responsibility to ensure they understand the vehicle make and model assigned at the time of rental. Rest assured, your concerns have been forwarded to appropriate management for their review and to ensure proper customer service procedures are being followed.
Customer Answer
Date: 05/06/2024

Complaint: 21547658

I am rejecting this response because it is ridiculous. I do not believe that Thrifty regrets anything. And I do not rest assured in knowing that my complaint has been forwarded to those that can make a difference. I don't think they care about anything except raking in the money and providing the poorest service possible. If they really cared about their customers, their business would operate completely differently. I've already outline how and why - I'm not about to explain it all over again.
So Thrifty, YOU can rest assured, I will NEVER use your company again.
Sincerely,

*******************************
Initial Complaint
Date:04/08/2024
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.
Rental #********* I picked up the car at Thrifty Car Rental in ******* and dropped off the car at Thrifty Car Rental at ***********. I picked up the car March 28th and dropped off March 31st at 9 pm. Since Sunday Thrifty has been charging me $100 per day on my credit card. I have locked my car but the charges keep coming and everyday its adds $100 so as of 4/5 thrifty has tried to charge $600 for a $120 rental. I have called and emailed and have not received a response within the 2-3 business days as promised on their web sites. When I call the call center I am told that the rental contract is still open. I need help because if ** sent to collections or accused of stealing a car it will affect my job.
Business Response
Date: 04/24/2024
Complaint ID: ********
RR#: 109727321

Please accept my sincere apology for any inconvenience caused. A review of our records indicate there was a delay in the rental being closed, which resulted in additional authorizations being held daily on your account. Our records indicate the rental was closed on 04/15/24 and backdated for the return date of 03/30/24. Once the rental was closed the authorizations/holds were released from our system. Attached is your rental receipt. Again, we sincerely apologize for any inconvenience caused.
Initial Complaint
Date:04/07/2024
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.
Rented car 2/4/24 to 2/23/24 declined the told pass, was never told not to use toll roads, or that the pass was activated, went through toll once paid cash, afterwards received toll bill for $389, tge rental paid in full they later returned and charged my card $389, kept call no response email no response
Business Response
Date: 04/12/2024
BBB Case 21542839
RR No: 961834016

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

I have received confirmation that the toll charges were removed and you were issued a refund of $376.21 on 04/11/2024. Please allow up to 10 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 04/22/2024
This verbal response was taken by BBB.
I have not received the promised refund and the refund total should be $389.00 not $375.21
Business Response
Date: 04/26/2024
Complaint ID: ********
RR#: K7584150643

The refund is based on the post opt out amount. Therefore, the refund amount of $376.21 is correct.
Customer Answer
Date: 04/30/2024
Thanks so much for your assistance, I finally received a paper check today for $376.21
Initial Complaint
Date:04/07/2024
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 originally rented 2 vehicles from Thrifty on 10/3/23 and paid a deposit of $232.85x2=$465.70 for both vehicles. The confirmation email (K63401894C5&K6343459914) came through and listed a total price for each Kia **** or similar to be $355.20x2=$710.40. When arriving to the airport to pick up the vehicles, not only did we wait over and hour to get the vehicles, we were informed by the desk agent informed us the Kia's are electric vehicles. The confirmation email does not state they are electric. Seems I was supposed to know this by the make and model? She mentioned this happens to a lot of people but she will take care of us. Hence the hour wait, people in the same situation as us, little deceptive advertising going on here? Today I looked online to see where it states electric and there is only a small banner on the top left of the vehicle picture, further into the reservation it states nothing about being electric beyond that. We had no way to charge these vehicles, we agreed to 2 gas vehicles. This was an increase in price, we stated we just need 2 cars for 4 people. The agent stated she would upgrade us to SUV's comparable to the Kia **** for a difference of around ~ $170 for each vehicle (110265934&110264044). After reviewing the Statement of Charges along with my credit card charges I have found I was overcharged. 4/6/24 I was charged $526.26x2=$1,052.52. This amount makes sense based on the increased totals the desk agent gave me when I picked up the vehicle and also rates online for similar vehicles. But I have now paid $1,518.82 in total between the 10/3/23 and 4/6/24 charges. This brings the rental rates to $759.41x2=$1,518.92 for the 2 vehicles. This rate is over $200 per vehicle more than rates online for similar vehicles. A refund of, at least, the originally deposited amount on 0/3/23 of $232.85x2=$465.70 should be issued to bring the rates to the correct amount. I did try to request this from the company but each reply a different answer is given.
Business Response
Date: 04/25/2024
BBB Case 21542337
Rental Record *********

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

I show only rental record ********* is in your name. That is the only one I can discuss with you. The reservation shows that you selected an electric vehicle car class. Online, the car class page of the booking process does advise that the car class is electric. Because we cant reconstruct any verbal conversation that took place at the counter, we rely on the Signed Rental Agreement (SRA) for documentation. I have attached a copy of the (SRA)which shows the upgrade fee was accepted. While I understand this is not the outcome you were anticipating, there is no refund for this rental.

Thank you for contacting us.
Customer Answer
Date: 04/25/2024

Complaint: 21542337

I am rejecting this response;
Per the ***** Thirfty/Hertz clearly used Deceptive and Abusive Practices. Nothing is in my email confirmation shows the car was electric. Therefore after waiting for an hour in line to find this out was confusing and frustrating. A new agreement was not physical presented to us, rather verbally shared and then I was asked to sign the credit card pad. An emailed copy was sent after we had already left the airport. If we were to have booked the same car we received as an upgrade it would have been $200 less than what we paid by being upgraded. I stand in my rejection of this response as they are unwilling to provide consistent responses nor have agents to speak to better understand and assist customers with these types of issues.
I understand this complaint does not entitle me to a refund nor will the BBB take action.

Sincerely,

*************************
Business Response
Date: 04/29/2024
Complaint ID: ********
RR#: 110264044

An upgrade fee is based on availability at the rental counter. The rate you are referencing is based on a reservation for said car class. As the upgrade fee was accepted and agreed to, an adjustment is not warranted. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
Customer Answer
Date: 05/09/2024

Complaint: 21542337

I am rejecting this response because: the responses from Thrifty are generic and do not address the entire rental process was handle. From time of booking to current Thrifty is not taking ownership of any actions on their part.

Sincerely,

*************************
Initial Complaint
Date:04/06/2024
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 through Thrifty in ****************************************, from 04/03/2024 to 04/05/2023, only two days. I am a BlueChip member, so I avoided lines and also received an additional drive to the rental car at no cost. I worked with ****, who was very kind, at the ************************* desk. She went through the policies, even though I already had them before, and said to make sure to fill the rental car with gas upon returning so that I wouldn't get charged; she even recommended me to go to the **** on W. Arbor Vitae St to fill up as it was cheapest gas. I was given my rental agreement and my estimated charge was $169.88. I was told that since I am doing their toll program or using their insurance that this would be my final statement. Minutes before returning the car on the last day I filled the tank to FULL at the ****, which is 0.7 miles from the Thrifty. My husband and I, returned the car at the drop-off and was inspected by an employee, they wrote a cryptic green R on the window and said the car was fine. Within 10 minutes of getting don't he shuttle to airport I was sent my final receipt of $227.52. I was charged $48.55 for 4 gallons of gas at $12.15 a gallon even though the tank is full. I tried calling customer service at the headquarters and at the location at **********************, and was not connected to a person. A robot on the phone said that I could submit a receipt of the gas to potentially get a refund; so they are aware of this fraud. I requesting my money back from Thrifty.
Business Response
Date: 04/11/2024
Complaint ID: ********
RR#: 112631805

A review of our records indicates the vehicle was checked in at 5/8 tank. Please provide your fuel receipt or credit card statement showing the fuel purchase prior to return. We will review for reimbursement.
Customer Answer
Date: 04/11/2024

Complaint: 21540418

I am rejecting this response because: At the weekly average gas rate for LAX at the time, gas was $5.05 per gallon. This means we bought around 6.5 gallon of regular fuel. The tank size of a ****** Kicks is 10.8 gallons. We drove approximately 183 miles total in our rental (attached is screenshot of our travels). Even if the car got the worst gas mileage it's rated for (31mpg) it still would have only used 5.9 gallons. There is no way the tank was at 5/8 of the tank full.
There will be no review, it's not guaranteed. I am requesting a guaranteed reimbursement of $48.55 from you guys.
Attached is the transaction from my husbands card which was used, *************************, who was listed as a driver due to my Blue Chip membership; along with a ****** maps of our travels while renting the car.
Thank you
Sincerely,

*****************************
Business Response
Date: 04/17/2024
BBB Case 21540418
RR No: 112631805

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

Thank you for providing this receipt. I have removed the fuel charge to issue a refund of $50.73 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:04/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a rental car from Thrifty on-line at $42/day for a smaller SUV. They changed the rental without my knowledge at the ticket counter which i didn't agree to. I was informed by the their representative that my car was not ready and would i like to upgrade at no extra charge. I confirmed with him that it wouldn't be anything extra due to my company policy regarding rental cars. What i didn't realize is that they had upgraded my rental at the counter and didn't tell me. They let me assume that I was still getting the rental at $42/day which was my original reservation.
Business Response
Date: 04/11/2024
Complaint ID: ********
RR#: 107783513

I apologize for any misunderstanding regarding your charges. After a thorough review I have adjusted the rate to the reserved rate and issued a refund of $295.84 to your credit card. Please allow up to 7 days for the refund to post to your account.
Initial Complaint
Date:04/05/2024
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 suv for a week. The only question the checkout person asked was if I wanted to pay for gas now which I said yes. I was charged about 300 for insurance that I did not accept because he did not ask me! Totally disappointed. No direct customer phone call to rectify. They say turn your car in and then deal with. I called every number and it is a 866 or 800 number. Very bad customer service and they need to be retrained . You would have to get in line at thrifty to even try to deal with this and when you are trying to catch a flight this isnt doable.
Business Response
Date: 04/10/2024
Complaint ID: ********
RR#: 110065992

I apologize for any inconvenience caused. As we are unable to substantiate a verbal conversation we rely on the signed rental agreement to verify your acceptance and understanding of your charges. Based on your signed rental agreement you accepted the Loss Damage Waiver (LDW) and Premium ************************** (PERS). Therefore, we respectfully decline your request for a refund.
Customer Answer
Date: 04/10/2024

Complaint: 21536506

I am rejecting this response because: first of all, I had an agreement with *********** and booked it through *********** travel and they charged me over $300 when I went to the thrifty counter. I only agreed to filling the gas tank up and I had an agreement with *********** for this thrifty rental thrifty, added all these charges without my consent I signed telling the gentleman I only wanted the gas tank fill and I had a *********** travel booking. Ive been charged through *********** booking for this rental and also thrifty which is almost $800. I did not agree to all these extra charges, I got charged twice for one rental. After I received the paperwork, I complained about the extra charges and I was told I would have to call and dispute it.

Sincerely,

*********************
Business Response
Date: 04/16/2024
BBB Complaint: 21536506
RR# 110065992d
This is in response to ************************* complaint. I've researched your information and can see that you have contacted us several times about this matter. Even though the rental agreement shows you accepted the Loss of Damage Waiver and ******************** in good faith I have removed both charges. Please allow 5 to 7 business for the refund to post to your billed credit card in the amount of $379.17.
Thank you for contacting us.

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