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

2,067 total complaints in the last 3 years.
409 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/05/2024
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 car from this location and declined the rental insurance because my credit card takes care of it. Their employee charged me any way for the protection I didnt want. I have tried to contact them and have been unable to do so.
Business Response
Date: 04/10/2024
Complaint ID: ********
RR#: 915153256

A review of your attached signed rental agreement (***) indicates you signed and agreed to accept the ******************* Supplement (LIS). As we are unable to substantiate a verbal conversation we rely on the *** to verify your acceptance and understanding of your charges. Based on your *** we respectfully decline your request for a refund.
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 feel like I was misguided and GROSSLY overcharged for my car rental that I picked up on 3/18/2024 from the ***********. I booked my original rental for 3/18-3/23 weeks prior to picking the rental up. I booked a mid-size suv for $318.00. Upon arrival, the agent checking me in told me it was an electric car and there were no charging ports between ******* and ******, which is where I was heading. I told him I booked a mid-size SUV and he proceeded to check me in. Upon arrival, I was charged the original $318 from the third party and an additional $899.17 from Thrifty. After many calls to the "customer service line" and no availability of speaking to a human, I emailed them asking to call me. They emailed me back saying they would NOT call and the charges stand. I need this resolved and cannot get through to anyone. Thank you for your attention to this matter.
Business Response
Date: 04/11/2024
BBB Case: 21535582
RR# 104288004
This is in response to ************************* complaint. I removed the upgrade fees from your rental charges. Please allow 3 to 5 business days for the refund to post to your billed credit card in the amount of $656.55.
Thank you for contacting us.
Initial Complaint
Date:04/04/2024
Type:Customer Service 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 on Mar.12, 2024 (rental record# *********). At the Thrifty service desk in ***************. I was asked to sign and present a credit card for a deposit ($750) and handed a package to pick up the car. When I was walking to the garage, I opened the folder and found a receipt for additional products (insurance) (estimated $549.68), which I did not need since I have good car insurance to cover the rental car. I immediately went back to the service desk to check with them. After a long line of waiting, the person told me it had passed 15 minutes window and they were not able to make any changes. They told me to call the customer service *************) to resolve it. I called customer service and was told they were not able to make any changes either. They said I can dispute the charge after the trip. I went to my credit card customer service and was told I cannot win the dispute since those verbal conversation cannot be documented. I was robbed $549.68 from Thrifty.
Business Response
Date: 04/10/2024
BBB Complaint# ********
RR# *********

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

Thank you for taking the time to bring your concerns to our attention.
Please accept my deepest apologies on behalf of the Thrifty team for any inconvenience or frustration you may have experienced. After reviewing our records, and your supporting documentation I have issued an adjustment in the amount of $549.68 regarding insurance product and services. Please allow 3-5 business days.

Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary. We appreciate you sharing your experience.

Best Regards
Business Response
Date: 04/10/2024
BBB Complaint# ********
RR# *********

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

Thank you for taking the time to bring your concerns to our attention.
Please accept my deepest apologies on behalf of the Thrifty team for any inconvenience or frustration you may have experienced. After reviewing our records, and your supporting documentation I have issued an adjustment in the amount of $549.68 regarding insurance product and services. Please allow 3-5 business days.

Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary. We appreciate you sharing your experience.

Best Regards
Business Response
Date: 04/10/2024
BBB Complaint# ********
RR# *********

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

Thank you for taking the time to bring your concerns to our attention.
Please accept my deepest apologies on behalf of the Thrifty team for any inconvenience or frustration you may have experienced. After reviewing our records, and your supporting documentation I have issued an adjustment in the amount of $549.68 regarding insurance product and services. Please allow 3-5 business days.

Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary. We appreciate you sharing your experience.

Best Regards
Customer Answer
Date: 04/19/2024

Complaint: 21532343

I am rejecting this response because:
As of today, I have not received the refund yet.

Sincerely,

***************************
Business Response
Date: 04/26/2024
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; our records indicate a zero-balance due. We ask that you allow 3-5 business days for refunds to full process. Attached to this correspondence is a copy of the final invoice at a zero balance.

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:04/04/2024
Type:Order 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 26 2024 upon pickup at ******************, we told the counter agent we did not require liability insurance since our policy covered the rental. The agent asked us to sign-off on the liability waiver which we did. Unbeknownst to us the waiver was actually an agreement to purchase the extra insurance. Agent totally misrepresented what we were signing. On April 2 when we were billed we found this outrageous charge along with roadside assistance that we did not agree to. We want Thrifty to reverse both these non-transparent charges.
Business Response
Date: 04/09/2024
BBB Case 21530250
RR No: 108721594

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

Our records confirm that the charges were accepted and signed for at the time of pickup as documented on your Signed Rental Agreement (***). With respect, the *** is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. In accordance with the *** the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Initial Complaint
Date:04/04/2024
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.
March 19, 2024-March 29, 202 Rented a unsafe car from SAV Thrifty Rental Car, wipers did not work, cruise control did not work. Tried to call Thrifty with no success. Tried calling the customer service number to no success. Tried emailing the location manager and filed a complaint on Thrifty's website and received no response.
Business Response
Date: 04/18/2024
BBB Complaint#: 21530098

Rental Record #:Y70262754

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

After reviewing your rental agreement, I do not not see that you had reached out to our Emergency Roadside Team while you were on rent with the vehicle for an exchange. The vehicle was driven for the duration of the rental days and driven with 900 miles while on rent. We cannot guarantee a specific feature of the vehicle. We do try to make an attempt to provide any preferences that are requested, however cruise control is not guaranteed.

Thank you for contacting us.
Initial Complaint
Date:04/03/2024
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 online and went to collect it at the airport, the lady was extremely nice and she said she has a few option starting at 30 $ a day, we liked a car that cost 40$ a day and I asked her to make sure that it doesnt smell like smoke so she said let me see if I have any newer car, she looked for a couple of min and she said she found one for 40$ , I said ok , turns out that it was 40$ extra a day which she didnt say neither did she say what is the total cost per day, she then asked me if I needed to add insurance to the car and i clearly said No since I have my personal insurance and a supplemental insurance through my credit card , she said ok , she finished the reservation and made me sign on the signature pad, turns out that they chard 80$ a day for the car and charged 500 $ for insurance that I clearly said I dont want to buy
Business Response
Date: 04/23/2024
Complaint ID: ********
********************** RR#: 107950021
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 your rental. Based on our review, at the time of reservation we show you confirmed a Class E1 - Electric Sedan. However, at the time of rental we show you accepted a Vehicle Upgrade into a Class T2 - Large SUV at a rate of $42.00/per day. In addition to the Vehicle Upgrade charges, we also show you accepted the Loss Damage Waiver (LDW). As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.

With this in mind, we must respectfully decline your request for a refund of the optional services as they were accepted and the benefit of the service provided for the duration of your rental. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this,we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility.
Initial Complaint
Date:04/02/2024
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 agreement # ********* January 20- 28, 2024 We rented a minivan through a third party site about 6 months in advance. Paid in full. Upon arriving to the MCO Thrifty counter, we had a line that took us no less than an hour to get through. Not easy with luggage and 2 small exhausted kiddos. Finally got our turn with a rep. ** offered insurance which we DECLINED. ** had us insert our credit card into the reader for a refundable ********** were told no additional charges. We signed a blank screen assuming we were just signing for the hold. We are handed our ************* walk to the rental car garage to get our van. There were 4 or 5 vans . Every single one except for one was missing the key fob. The one that was left ,which we had to take,was not clean. *******,garbage... we took care of that ,just happy to get the kids settled. On our drive to the hotel I noticed that we were billed for insurance that we DECLINED & roadside service which was NEVER even discussed. I called the thrifty customer service # only to be stuck in a loop where you can't talk to anyone using any option. After returning the car we tried calling thrifty again only to be sent a link to fill out a form. The first time we tried,we got zero response. Then we got the credit card bill with the charge on it for the services we DECLINED. We filled out the online form again with no response. So we had our credit card help dispute it. The card reversed the charge . 3 weeks later Thrifty sent us a bill for the same charge. Filled out the form a 3rd time. Finally got a response that because we signed the agreement we had to pay. We've been renting cars for vacations for years and have never ever taken out extra insurance because our credit card and personal insurance covers everything. And we specifically DECLINED. We were told we were signing for the hold- no additional charges. I would like to think this was an accidental charge & this can be rectified. It has caused a lot of undue stress.
Business Response
Date: 04/19/2024
Complaint ID: ********
RR# 914544525

I apologize for any misunderstanding regarding your charges. Unfortunately we are unable to substantiate a verbal conversation, therefore we rely on the signed rental agreement to verify your acceptance and understanding of your charges. As you signed and agreed to the optional coverage's, the charges are correct.
Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. As the charges are valid, the outstanding balance of $296.39 must be paid.
Customer Answer
Date: 04/20/2024

Complaint: 21522100

I am rejecting this response because:
This incorrect charge is causing a hardship on our family. We are fully aware of what our credit card and personal insurance cover for rental vehicles and NEVER take out additional insurance. We now realize we were definitely scammed by this Thrifty representative who repeated to us that we DECLINED insurance. We will still be seeking reimbursement for these illegitimate charges and our friends and family will be avoiding Thrifty in the future.

Sincerely,

*******************************
Business Response
Date: 04/26/2024
BBB Case 21522100
RR 914544525

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

While I understand this is not the outcome you were anticipating, per the signed rental agreement we considered the charges valid and no refund is warranted. We consider this matter to have been fully addressed.

Thank you for contacting us.
Initial Complaint
Date:04/02/2024
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 at Trifty Car Rental *************************************************************************************. Phone number ************ on February 1, 2024. I was told that there were snow tires on the car, yet when I was driving to ********* at night, I pulled over to rest and the car got stuck in the snow, no traction. I was in the middle of nowhere and past ******, ****** almost out of gas. Even though I had roadside assistance I did not know my location. There was no traffic, every now and then an 18-******* would pass so I put my emergency flashers on hoping someone would stop. Next thing I saw was a tow truck ***************. I had to pay an additional $207.93 if I remember correctly. I was told when I returned the car that since I had roadside assistance that the money would be refunded to my credit card. When it was not, I called, and it still has not been refunded. I did a dispute with my bank, they tried to assist with the refund unsuccessfully. I called the manager at 7am this morning like my bank told me to she did not answer her name ******* they refused to give me her last name they refused phone number ************. In my opinion this was life and death matter. almost out of gas. It is freezing outside. I did not know my location which you have to have to get roadside service, plus in my experience roadside service takes a long time to get to you.
Business Response
Date: 04/19/2024
Complaint ID: ********
RR#: Y67172906

I apologize for any inconvenience you experienced. Our Anchorage team has advised they requested you provide them a copy of the receipt for review and reimbursement. To date they have not received it. Please send it to ******************.
Initial Complaint
Date:04/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Thrifty Car Rental owes me $264.70 for unadvertised and unauthorized charges.Web based car rental with $80.00 vehicle upgrade and $13.00 per day extra driver fee. The girl told me these were the only additional charges to my initial agreement.Dropped auto off, full of gas and find fee recovery charges, 15.6% interest fees, customer facility charges (??) and a cnty surcharge for whatever reason. Never any mentyof these and boosted charges by roughly 25% !!This is wrong and I want my money back. Please help me or direct me to someone that will.Thank you very much, ***********************
Business Response
Date: 04/18/2024
Complaint ID ********
********************** Agreement Number 101433986

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

After review of our records I have proceeded to process a refund in the amount of $264.70. It appears that a clerical error occurred during the closure of your contract.

Thank you for allowing me to address your concerns.
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,

***********************
Initial Complaint
Date:04/01/2024
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.
Statement of disputed charges from Thrifty Rental Car Customer name: ********************** Case # ********************************* Record # ********* I rented an electric vehicle (EV) from Thrifty Rental Car at the *******, ** airport (***) on Saturday, March 2. I was with my wife and our 9-month-old baby. I expected that a rental EV would come with a full charge. Company policy ****** that each EV rental is supposed to start with NO LESS THAN 85% charge. It was not until after I departed the airport, however, that I realized the car had only a 25% charge. This would turn out to have disastrous consequences for my family. I was charged $242 for the rental car and an additional charge of $504.15 for towing the car to a suitable charging station.3/2/24 $746.15 Thrifty was committed to renting me an electric vehicle (EV) with at least 85% charge. However, the car they gave me had only a 25% charge. Unbeknownst to me, very few charging stations in ******* actually work. Hence, my family and I found ourselves in a dangerous and untenable situation late that night, and had to abandon the car and incur extra expense from Uber to get to our destination. I reported this claim to Thrifty/Dollar customer service but never received a response. To be made whole, I am demanding:1. A refund for the cost of the car rental, $242, which brought only trouble and I did not use, but for a few frustrating and anxiety-inducing hours late into the morning of Sunday, March 3, 2024 2. A refund for the cost of recovery of the vehicle, $504.15, which was unusable once the battery was nearly depleted and no charging stations in the area seemed to work. 3. A refund for the cost to Uber, $60, to our ultimate destination at ******************** in ****************, ** from the defunct EVgo station in ***********, **.I have attached a longer statement that fully explains the circumstances.
Business Response
Date: 04/08/2024
Complaint ID: ********
RR#: 985836736

Please accept my sincere apology for your experience due to the vehicle not being properly charged before it was rented to you. Rest assured your feedback was shared with the appropriate management for review to prevent recurrence. Due to your experience I have issued a refund for the amount of $504.15 charged on your rental. Please allow up to 7 days for the refund to post to your account. Please provide your documents from the third party company that show the amount you prepaid along with your Uber receipt for reimbursement of these charges.
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.

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Thrifty is NOT a BBB Accredited Business.