Business Profile

Auto Rentals and Leasing

Thrifty

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Important information

Customer Complaint:
Thrifty Rent A Car requests and BBB recommends that if you have any complaints or concerns, please contact Thrifty's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Thrifty Rent A Car's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Thrifty and its locations throughout the world.

Complaints

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

Customer Complaints Summary

2,074 total complaints in the last 3 years.
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:04/01/2024
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.
I rented a car from Thrifty on 3/23/24, and had agreed to pay ******. When I was renting my car the employee asked me if I would like any extra protections. I stated No. They then asked me to sign off on a hold to my credit card incase any damage was sustained. I asked them if I was being charged for anything and they stated "No this is just a hold" but in reality they were having me sign up for additional insurance. I reached out to the organization to rectify this and they said that since I signed off on it I was responsible to pay it. I told them that the employee had lied to me and they said this wasn't their fault. I then googled the organization (Thrifty Car Rental) and it appears this is a common practice they have. To lie to their customers and coerce them in to paying more than was originally agreed on.
Business Response
Date: 04/18/2024
Complaint ID: ********
RR#: 106919831

I apologize for any misunderstanding regarding your charges. A review of your attached signed rental agreements (***) indicates you signed and agreed to accept the optional coverage's and additional driver fee. As we are unable to substantiate a verbal conversation, we rely on the *** to verify your acceptance and understanding of your charges. Based on this information we respectfully decline your request for a refund.
Initial Complaint
Date:03/30/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car on March 20 and returned it March 22.I was charged for insurance at the terminal when it was all prepaid. They were aware it was prepaid but charged me again.I was to have been refunded the insurance and taxes I was charged for. I agreed to pay the $45.00 for pre paid gas.I was issued a credit and then they resubmitted the $164.15 to my credit card AGAIN. They charged me for the very thing they just gave me a credit for!I want them to credit my card the entire amount including the gas as this is simply ridiculous.
Business Response
Date: 04/09/2024
BBB Case 21509411
Rental Record 105125694

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

I have attached a copy of the Signed Rental Agreement (SRA)showing the Loss Damage Waiver (LDW), Premium ********************** (PERS) and Fuel Purchase Option (FPO) as accepted. The charges have been reviewed and considered valid. However, as a goodwill gesture a partial refund in the amount of $50 should post on the bill credit card within the next 7 business days.

Thank you for contacting us.
Initial Complaint
Date:03/30/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We rented car for January 11th through the 17th of this year. The reservation was made on line and confirmed. When we picked up the vehicle on the evening of the 11th, just as they started to check us in, there was a power outage and they were unable to complete our paperwork via the computer. Instead they provided a hand written agreement that only had the car information and my name. The copy of our confirmation was not returned. When we return the car on the 17th, we were told a receipt would be emailed within a few hours. It wasn't and the next contract was only after I received my **************** notice of my card being charged over a $1,000.00 almost a full month later. Attempts to contact Thrifty went on for several weeks, with out results. Finally I received a bill for $534.00 with the demand for payment. Again after several more effects I finally recovered an email requesting more information. In two responses requesting a phone call and being told they couldn't do that, I sent a detailed email (with attached letter). The response to the letter indicated that I had cancelled the reservation on January 9th, yet picked up the vehicle before January 11th, which is totally incorrect. Since I have not been able communicate directly with anyone in person, I have no idea what they are looking at, nor do I know if **************** has ever contacted the ********************** office at the *************.
Business Response
Date: 04/09/2024
BBB Case 21509052
Rental Record M14936891

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

Please provide a copy of the original Thrifty reservation confirmation K71947385E6 showing the location, dates, car class, and rate for review.

Thank you for allowing us the opportunity to review your concerns.
Customer Answer
Date: 04/09/2024

Complaint: 21509052

I am rejecting this response because:

Sincerely,

*****************************
Business Response
Date: 04/16/2024
BBB Case 21509052
Rental Record M14936891

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

I sincerely apologize for the confusion the outage caused. We certainly appreciate the feedback you have provided. The rental rate has been adjusted down to a total of $537.28. I have also sent you a $50 rental certificate.

Thank you for contacting us.
Customer Answer
Date: 04/18/2024

Complaint: 21509052

I am rejecting this response because:
It does not address the issue of over charging in its scope. Thrifty needs to reach out and enter into a personal conversation that will address the issues that they are failing to understand. I have added two attachments, one the original agreement, and two a written document that details the process that has taken place over the last four months.

Sincerely,

*****************************
Initial Complaint
Date:03/30/2024
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 3/23 I picked up my car rental. It was paid in full, no need for any extra services. I was charged $41.07 by the rep at the counter. When I called later that night I was informed by Thrifty's call center to COMPLETE my rental and the refund for the services I did not want since I purchased through Priceline on my reservation, the thrifty charges ($41.07) would be refunded. I returned the car on 4/24 and was told since I completed my rental, there was nothing they could do at the counter. I had to call. I stayed at the airport for TWO hours. When I went back to the counter because I couldn't get through to a live person and when I did, I was hung up on. I was told by the rep they made notes for me and the rep who charged me for services I did not was told me "I'm sorry I didn't go over those services with you, that was my mistake". She tried to help me too but couldn't either. I have tried to contact thrifty online and their ******** messenger. I have provided PROOF that the counter reps admitted they charged me without explaining services and they still refuse. They had the notes the entire time time and knew, but still refused to return my money. They have done this to other customers, not just me.
Business Response
Date: 04/18/2024
BBB Complaint# ********
RR# *********

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

Thank you for bringing this matter to our attention. I hope we will have other opportunities of serving you and regaining your complete confidence in the quality of our service. We ask that you accept our apologies on behalf of the Thrifty Team. After review I can see we have processed an adjustment of $20.53 as of April 2, 2024.
If you have disputed this transaction with your bank, you will need to cancel the dispute to prevent any adverse actions.
A copy of your final invoice has been added for your records.

Best Regards.
Customer Answer
Date: 04/18/2024

Complaint: 21508680

I am rejecting this response because:

Thrifty has threatened to take my account to collections even though my bank has only temporarily refunded me. The investigation isn't completed yet and thrifty has already decided to take action faster than what they did to help me. My bank will adjust the temporary credit, thrifty has done nothing but give me the same answer over and over again. Worst rental car company and I will never deal with them again.

Sincerely,

*****************************
Initial Complaint
Date:03/29/2024
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 pre paid for my rental through price line. Besides the car seat rental which it states additional charges May occur at the counter I was NEVER. Once asked if I agreed to be charged a total of $83 after emtax and fees for a car seat rental for 6 days. Thats ABSOLUTELY INSANE. I could have purchased one for that price. Besides the fact it was a dirty car seat , for that price it should have been brand new! I was asked if I needed the seat I said yes and my card was already in the machine for the authorization. She very quickly folded up the papers and I glanced at it quick after already encountering issues with this woman at the checkout. Had she conveyed that the total price was $82.58 after tax I would have told her I didnt want the car seat !!!!!
Business Response
Date: 04/04/2024
BBB Case 21503388
RR No: 106080424

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

As a gesture of goodwill, I have issued a one-time refund of $82.58 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.
Customer Answer
Date: 04/05/2024

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:03/29/2024
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 Thrifty vehicle(rental agreement *********) pre-paid reservation for 4 days thru Priceline. Contract # ***********. I paid $403.56 for a Rogue SUV or similar. When I arrived at *** airport at 11:30p on 03.14.24 , the agent told me the only available cars were either a ***** Volt ** or a 15 passenger van, or I could wait an undetermined amount of time (over an hour) for a car to arrive. I chose the **** which was a downgrade. I did not accept additional insurance as I am covered on both my auto insurance policy as well as my credit card. ( I N**ER accept additional insurance!). When I returned the rental, I was charged ****** for additional insurance. I initially thought this was the full rental price since I was downgraded when in actuality I was also charged the full $403. 56 from Priceline (they consider the rental was used and therefore owed in full and that I need to deal with Thrifty directly). I expect a full refund from Thrifty for wrongly charging me the additional insurance fee of $****** as well as any pro-rated discount for the ** down-grade from my prepaid amount of $403.56 for an SUV, including the difference in "Fees" and "Charges" for said vehicle.Consumer BEWARE!!!! Good luck finding contact information at Thrifty for billing questions.
Business Response
Date: 04/17/2024
BBB Case 21503207
Rental Record 102292621

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

Attached you will find the receipt for the initial payment through Priceline and the Signed Rental Agreement *** showing the Loss Damage Waiver (***)as accepted. The class you received is usually higher priced than the original vehicle you booked and is not considered a downgrade. However, because you were expecting an SUV and did not receive one, I have issued a $50 refund. As for the **** although the *** is signed showing your acceptance, as a goodwill gesture the *** is being refunded. The refunds should post on the billed credit card within the next 7 business days.

Thank you for contacting us.
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.

Sincerely,

*************************
Initial Complaint
Date:03/28/2024
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.
I declined the coverage and your employee stated it was mandatory in the ****************, since ******* is a no-fault state. I was told I COULD NOT rent the car unless I accepted the optional insurance. THRIFTY CAR RENTAL Web: www.thrifty.com Rental Agreement No: ********* Date: 01/29/2024 Document: ************ RENTAL REFERENCE RENTAL DETAILS __________________________________________________ __________________________________________________Rental Agreement No: ********* Rate Plan: IN: RCU28 OUT: RCU28 Reservation ID: *********** Rented On: 12/31/2023 14:50 LOC# ****** Frequent Traveler: WN00000462450424 ******* AP, ** Returned On: 01/29/2024 11:03 LOC# ****** ******* AP, ** Car ************************ 3DJW25 Veh. No.: ******* CAR CLASS Charged: C MILEAGE In: ****** ************** ****** ******************* 633 MISCELLANEOUS INFORMATION RENTAL CHARGES __________________________________________________ __________________________________________________CC AUTH: 03146Q DATE: 2023/12/31 **** ******* MONTHS 1 @ ****** ****** SUBTOTAL ****** LIABILITY INS. SUPPLEMENT ****** FUEL PURCHASE OPTION ***** CONCESSION FEE RECOVERY ****** FF SURCHARGE 8.00 VEHICLE LICENSE FEE ***** CUSTOMER FACILITY CHARGE ***** MOTOR VEHICLE LEASE TAX ***** TAX 6.50% ***** TOTAL CHARGES ******* USD
Business Response
Date: 04/04/2024
BBB Complaint: 21499895
RR# 835121140
This is in response to ***************** complaint. I see previously a proportionate amount was removed from your rental charges for the ******************* Supplement. I removed the additional amount today. Please allow 5 to 7 business days for the refund to process in the amount of $245.22.
Thank you for contacting us.
Initial Complaint
Date:03/28/2024
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.
They sent me a bill saying I owe them 350 for insurance I declined. I rented a car back in September 2023 in ***************. They charged me weeks after I returned the car so I disputed it with my credit card and got it removed. Thrifty was no help at all, said if I wanted a refund I had to go back to ******* and talk to the guy at the desk! I live in ************! Luckily the credit card company took it off as a dispute but here I am in march 2024 and thrifty is still trying to collect money from me ! Unbelievable. Dont rent from them. They should be shut down. Horrible from top to bottom. Not to mention I waited in line for 3 hours with 1 person at the desk. As if you guys didnt know you had all these reservations. How irresponsible. And to nag me about $350 6 months later ? Frauds. I wonder how many people would just pay that bill without question? Not me ! Thats a scam! Sending someone a bill after it was clearly a mistake and a dispute!!!! Who runs this company? Ill never rent from them again and Ill make sure all my family and friends never do either. I hope they get shut down.
Business Response
Date: 04/04/2024
BBB Case 21498696
Rental Record 578085863

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

In accordance with the Signed Rental Agreement (***) our records show you accepted the optional Loss Damage Waiver (LDW). This optional coverage was used during the rental between 9-21-23 to 9-27-23. Should an accident have occurred we would have honored the conditions of the selected coverage. We encourage our customers to review the *** before leaving our facilities. If a discrepancy is found the customer can ask the agent to remove the discrepancy and reissue a new agreement. As we were not present for the conversation between yourself and our representative, we must rely on documentation available.The charges are considered valid and no adjustment is warranted. I apologize for the long wait time at the location. Your comments are being sent to the manager for review any corrective action deemed necessary.

Thank you for contacting us.
Initial Complaint
Date:03/27/2024
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 is conducting dishonest business practices. They kept us and everyone else waiting for 2+ hours for car rental pick. It caused ** to miss an important appointment. Based on ****** reviews this is continual business practice. They sell more cars than they have in inventory. In addition, we were told we could return the vehicle late and upon return, were charged. When questioned, the company stated we needed to return the vehicle at 12 noon when they didn't give us the keys a few days earlier until 2pm.
Business Response
Date: 04/15/2024
BBB Complaint # 21496614
Rental Record # 989408276
This is in response to ***********;*******.
Thank you for providing this information. I have refunded the extra day fee in the amount of $81.48 back to your **** ending in 8999 and you should receive a credit back within 5-7 business days.
Thank you for contacting us.
Customer Answer
Date: 04/19/2024

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:03/27/2024
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 am writing to seek your assistance in securing a refund. I have attempted to resolve my complaint with the company via Thrifty ************* Case # ********. Unfortunately, the companys last response simply repeated its previous response verbatim, although I had added new information in my most recent message to the company.Please see the attached document (Thrifty rental agreement - BBB.pdf) for details.Thank you for your attention to this matter.
Business Response
Date: 04/03/2024
BBB Case 21495948
RR No: 983758484

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

I apologize for any misunderstanding regarding your final invoice and extension. Please note, in accordance to the Terms and Conditions of the Signed Rental Agreement if any changes or alterations are made to the original contract the rates and cost are subject to change. This is including but not limited to extending a rental, returning early, or changing the return location. As such, 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: 04/09/2024

Complaint: 21495948

I am rejecting this response because:
The Thrifty customer service representative didn't even suggest that it was a policy matter, saying rather that it was a billing matter, and he recommended that I get in touch with billing after completing my rental. I followed the direction of the Thrifty customer service representative. If properly informed of the companys rate change policy by the customer service representative, I could have changed my plans. I was hoping that Thrifty, given the opportunity, would acknowledge the failure of the Thrifty customer service representative to properly inform me of Thrifty's policies and compensate me accordingly.
Sincerely,

*************************
Business Response
Date: 04/15/2024
BBB Complaint: 21495948
RR# 983758484
This is in response to ***************************** complaint. I apologize this happened. I can see in our system on 03/03/24 that you extended until 03/06/24 at 10:05 am central time at $16.99 for the extra day. I'm not sure what happened during the extension process,, but I have corrected the rental back to $119.00 per week and 2 additional days at $16.99 per day. Please allow 5 to 7 business days for the refund to post to your billed credit card in the amount of $227.22.
Thank you for contacting us.

Customer Answer
Date: 04/19/2024

Better Business Bureau:

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

Sincerely,

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

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Thrifty is NOT a BBB Accredited Business.