Business Profile

Auto Rentals and Leasing

Thrifty

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

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

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

Complaints

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

Customer Complaints Summary

2,080 total complaints in the last 3 years.
446 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:06/23/2024
Type:Product 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.
The rental with Thrifty was to be between 7/16-7/24. Due to my toddler waking with a fever and throwing up several times, I returned the rental on 7/22. Thriftys fee information on their site allows you to pay only for the days used. However, the final bill is emailed for $2028.01 instead of $902.53 or less. Thrifty debits my card $1268.45. They email the final bill and expect me to pay an additional $759.56 to close out the bill.We called several times, but were told over the phone $759.56 is our final bill and they will try to adjust it. We get a bill in the mail, call back, but this time we are told we shouldn't have returned the vehicle early (even though it was because my son was sick?). Once I pay $759.56 they will refund me $35 because there was a mistake, as we had no damage, regardless we opted for the damage waiver. I completed 2 contact forms, emailed over 10 different Thrifty employees, mailed a letter to headquarters in ******,** all asking for a manager to reach out to me for my refund. When I reached out in writing, I provided the text message conversation between my friend and I as proof my child was sick. While waiting to hear from a manager, ***** sent me a letter saying if I don't pay $759.56, I can no longer use their services. I finally got a response from the Thrifty contact form that someone will look into this matter. However, months later and still no response or contact from a manager.I did not go over my days and contacted them even though I had pregnancy and postpartum issues for a refund resolution. I do not want other families to experience being overcharged from Thrifty just because they have a sick child.We missed all of the attractions on the drive home because we were focused on our son getting better, not because we wanted to stiff Thrifty. There is no honor in that and is not beneficial as we like to go on adventures with our children and use a rental.
Business Response
Date: 07/08/2024
Complaint ID: ********
********************** RR#: 421951154
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 charges billed on your rental. At the time of booking, the estimated total charges are based on the terms of the reservation and rental. As outlined in the Rental Terms & Conditions, any changes to those terms will result in a change in rate. As the initial rate provided at the time of rent was no longer available or applicable, when the terms of your rental were altered and the vehicle returned on a different date than specified on your reservation and rental contract, the appropriate rate at that time was applied to your invoice.
Having reviewed our records, we show where our **************** team had input for an adjustment to be made on 07/22/23; however, before the adjustment could be made our offices received a dispute chargeback from your bank. As such, the adjustment could not be processed due to the chargeback.
At this time, we are requesting our collections partners at ************* Services to request the balance owed of $759.56 are waived. Once completed, an adjustment of $365.92 will be processed to the charge card on file ending in xx-7764 to reflect the original rate quoted on the rental contract. Please allow 2-4 weeks for the collections file to be closed.

Customer Answer
Date: 07/20/2024

Complaint: 21890545

I am rejecting this response because:
I did not do a charge back with my bank on or before 7/22/23.

Sincerely,

***************************
Business Response
Date: 07/28/2024
Having reviewed our records, we show where our **************** team had input for an adjustment to be made on 07/22/23; however, before the adjustment could be made our offices received a dispute chargeback from your bank. This chargeback was processed automatically after you begin the process with your bank. As such, the adjustment could not be processed due to the chargeback.

At this time, we are requesting our collections partners at ************* Services to request the balance owed of $759.56 are waived. Once completed, an adjustment of $365.92 will be processed to the charge card on file ending in xx-7764 to reflect the original rate quoted on the rental contract. Please allow 2-4 weeks for the collections file to be closed.
Customer Answer
Date: 07/31/2024

Complaint: 21890545

I am rejecting this response because:
I accept you waiving the overcharged payment of $759.56. I accept the refund of $365.92. However, the card you have on file ending in ***** does not exist anymore. I will need you to send my refund another way.

Thank you,
***************************
Business Response
Date: 08/06/2024
Complaint ID: ********
********************** RR#: 421951154
This correspondence is being sent in response to ***************************.
We apologize for any inconvenience caused to you; however, the credit must be made to the original card on file. If this card has been closed and a new card issued, the funds will be sent to the account itself. However, if the account is closed, you will need to follow up with the financial institution to have the funds released to you.
Customer Answer
Date: 08/13/2024

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. The refund has been issued.

Sincerely,

***************************
Initial Complaint
Date:06/23/2024
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 picked up a car on 6/14/24 I rented a car from Thrifty through SOUTHWEST my bill was 692 when I dropped the car off on 6/21 I was charged a outside cleaning fee in the amount off 400 which when I researched it was a charge for $400 smoking cleaning fee for a car I rented from Thrifty. I do not smoke the car was also not very cleaned nor did it have a full tank of gas when we got it we stopped along thw way and cleaned it we also cleaned it the day before we brought it back since we had sand in it we also brought it back with a full tank of gas I tried to contacting Thrifty through their website about the charge but was not successful. I also tried to dispute the charge with my credit card which I again was not successful. The only "proof" they provided was my rental agreement. I would like a refund of the $400 cleaning fee or actual proof I was smoking in the car. When we talked to the people there in the morning when dropping it off they said it looked really good and there would be no other charges. There is now a charge for ******* and a pending of 311.
Business Response
Date: 06/23/2024
BBB Complaint #********

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

This is in response to *******.
Thank you for allowing me the opportunity to review your concerns. I have refunded the smoking fee in the amount of $400. Please allow 7-10 business days for this to reflect in your account. Thank you again, and my apologies for the situation.

Thank you for contacting us.
Customer Answer
Date: 06/24/2024

Complaint: 21889551

I am rejecting this response because:
My rental record # is 162229793
Sincerely,

***************************
Business Response
Date: 06/26/2024
BBB Case 21889551
Rental Record 162229793

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

As previously stated, the above referenced rental agreement has been issued a refund in the amount of $400. Attached is your new receipt.

Thank you for contacting us.
Customer Answer
Date: 06/26/2024

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:06/22/2024
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 prepaid for this rental. I waited 3 mins to get the car at LGA. The agent was very distracted and talking on the phone. He asked if I wanted extra to insurance and I said no I had AAA. I carry proof of rental car insurance. He did not asked to see it. He told me to sign the screen regarding the deposit. Nothing else was said about insurance.no paperwork was reviewed or signed. The rental agreement was it in a sleeve and handed to me. My transaction was delayed because he gave the previous customer the sleeve without the agreement. Later I saw I was charged ***** a day for additional insurance which I refused.i tried to call customer service multiple times but there is no option for billing problems and no one answered after a 2O min hold each time. When I returned the car, I waited 25 min in line as only 1 person was working the counter. The woman gave me attitude and said she did not rent me the car. She said she could not do o anything And that the manager, *****, would call me. I have no heard from him. I have rented cars for 40 years and no one has ever done this. I have rented from Thrifty before. Thrifty needs to refund me ****** and the employee who did this needs addressing. This is fraud.
Business Response
Date: 06/25/2024
BBB Complaint: 21886796
RR# 162838782
This is in response to *********************** complaint. I have attached a copy of the new receipt. The location removed the charge on the date of return. I apologize that happened, but the rental location has taken care of this matter.
Thank you for contacting us.
Initial Complaint
Date:06/21/2024
Type:Billing 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.
Hi, Thrifty overcharges C$241.38 after tax from **** booked a rental car from ECONOMY BOOKINGS with the confirmation# B51237034 and pickup the vehicle on June 8th 2024 with Thrifty in ****************. Becasue I have my own vehicle insurance which included my own vehicle and rental vehicle insurance already, I didn't select the insurance options on the ECONOMY BOOKINGS and I won't select that options even when I pickup the vehicle. And I only need to pay C$101.16 on arrival.However, at the time I pickup the vehicle on Thrifty in ****************, they didn't ask me to choose the insurance options. What they only asked is "You didn't buy the insurance from them, right?" and I said "Yes, I didn't buy the insuracne from you" and also I didn't say I need any insurance from Thrifty. And then said they will need to collect the deposite and will refund back to me after I return the vehicle. So I natural assumed the bill they gave me is about the deposite and signed the paperwork. And then on June 8th 2024, I returned the vehicle at the Thrifty which in ******************************. But right now, I open my bank account, and there is no any deposite back to my account. So I read the bill that they gave me at the time I pickup the vehicle. It shows me there is an Insurance charges which is C$241.38 after tax. I have no ideas the reason why they charge it based on I don't need any insurance from them. The thing is here, I didn't choose the insurance options and they charge it without any reason and never make sense. What I want is my money C$241.38 goes back to my bank account and apologize they did the mistake charge from me by email or phone call. And promise me that will never happen again at the other customers. Because I search in the Internet today, there are many complaints from customer on this company ********************** and I am not the only one who was got overcharge from Thrifty.
Business Response
Date: 06/21/2024
BBB Case: 21868463
Rental Record: 941406550
This is in response to *********************

We have processed a refund for the coverage, LDW, in the amount of 241 CAD to the MC ending in 3742.
Customer Answer
Date: 06/24/2024

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.

Sincerely,

Guanyu ****
Initial Complaint
Date:06/20/2024
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 paid Thrifty car rental online and then when I went to pick up my rental I had to pay a second time.
Business Response
Date: 06/22/2024
RE: Complaint # ********

Dear ********************,
Thank you for reaching out to us today regarding your concerns over being double billed. I would love to look into this matter, however I am unable to pull up your account without more information. Can you please provide me with a reservation number starting with a J or K or your rental record number for further assistance? Thank you!
Customer Answer
Date: 06/24/2024

Complaint: 21873566
K
I am rejecting this response because: I am trying to enter my response to the message but it will not allow me to. My reservation # was K87105076F6 through AARP ********************* but when we got to Thrifty they gave a Rental Records # *********

Sincerely,

*******************************
Business Response
Date: 06/27/2024
BBB Complaint: 21873566
Res ID: ***********
This is in response to *******************************.
Thank you for reaching out regarding this matter of possible double billing.I do apologize for any confusion regarding the charges for this rental. Your reservation and rental agreement number are associated with the same rental and all customers receive both. You paid $159.88 via Expedia for the vehicle reservation and then were charged at the counter for value-added services in the amount of $188.23.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 06/27/2024

Complaint: 21873566

I am rejecting this response because: This was not explained that I would have to pay twice, once for the reservation and then once I went to pick up the rental which does not make any sense at all. I am not satisfied with this answer.

Sincerely,

*******************************
Initial Complaint
Date:06/19/2024
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.
Thrifty Car Rental executed a $45 refund on my contract for toll fee service that I requested, in person, in the garage rental desk, by a man from ****************** (dont know his name), while I stood waiting. My bill did not contain that refund and I have written multiple emails through their portal with nothing but denials and a REFUSAL to stand by what their employee did for me and stated to me. You may see the final email I received today. They completely overlooked the details I shared with them and have flatly refused to accept what I say as the truth. I told them all the actions I would take, including this report, and that they would lose this customer for life. I would never go to such lengths were this not so important. I told them they have inflicted a lot of stress, anger, and cost me a great deal of my time. Here is what they sent today:I also had to beg them to refund insurance coverage I declined at time of rental and wrote multiple emails in their portal to finally get the $53.76 credit. Here is the email I received from them today. I will write a review on Expedia and on ******* Dear *****************************, Thank you for contacting us. I appreciate the opportunity to review your concerns.I apologize for the misunderstanding of the charge. I understand your frustration. I have reviewed all of the charges billed on your rental invoice and have concluded the billing for this rental is correct based on the rate and options you accepted at the time of rental. I appreciate the opportunity of clarifying this matter, and look forward to serving you again soon. Yours sincerely, ************Thrifty ******** Services ************************************** charged. They have taken zero responsibility for what their employees on the frontlines did.
Business Response
Date: 06/25/2024
BBB Case 21874992
RR No: 129472114

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

With respect, the signed rental contract is a legally binding document. 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. 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. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 06/26/2024

Complaint: 21874992

I am rejecting this response because:

Customers have the legal RIGHT to alter an ERROR made in their contractin this case, a blanket charge for toll fees per dayor even just change their mind about the coverage chosen. ******AGAIN, Thrifty is not hearing the most important issue at stake here

I DROVE BACK to the airport SPECIFICALLY to have the contract CHANGED IN PERSON.
I waited 45 minutes to have this change made. The car was leased at 5am, so I am not surprised I did not notice an error in the contract.
Thus is revolting customer service. This is, rather, customer dismissal and utter disregard for the well being of customers. Please advise, ********************, how to advance this. Id love the address of the *** of Thrifty, if thats what it takes. I will NOT back down. Ever.

Sincerely,

*****************************
************
Business Response
Date: 06/29/2024
RE: BBB Complaint # ********
RR # *********

Dear ******************,
Thank you for reaching out to us regarding your complaint. I appreciate the chance to review your concerns today. I have processed a refund today for $60.51 for the amount of the Toll package. I see our ************* team has already issued a refund for the **** Your total refund comes to $114.27. Please allow 5-7 business days to receive the additional $60.51 back into your account. You may view an updated reciept on our website in 3 days. Thank you for your patience while working on a solution to this issue. Have a great weekend!
Initial Complaint
Date:06/19/2024
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 Care Complaint No. ******** Reservation. K8443584690 I had a 5 day prepaid reservation through Hotwire starting May 11th but when I arrived at the airport there was no car of any kind available. I was told by the Thrifty employee to come back to the airport the next day to pick up my car. It cost $70.00 to Uber to the hotel and back to the airport to get the car the next day but Thrifty has refused in Complaint No. ******** and subsequent conversations with customer service over ******* to cover this out of pocket expense. Thrifty cannot tell me to come back the next day for my car (the resolution the company chose for not having my car available) and then not cover my out of pocket expense. To resolve this matter I would like reimbursements for the Uber as documented in the receipts already on file with Thrifty.
Business Response
Date: 06/21/2024
Complaint ID: ********
RR#: 143849031

Thank you for contacting us. Please accept my apology for any inconvenience caused when there was no vehicle available for your reservation on 05/11/24. I have located the Uber receipts and issued a reimbursement of $69.01 to your credit card used for the rental. Please allow up to ****************************************************** regards to your one day lost please be advised based on your pick up time the rental was still a 4 day rental which is what you prepaid.
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: 06/21/2024

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:06/19/2024
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 waited for an hour in line to get my rental car at Thrifty from *********************. I pre booked my rental thru Travelocity which was for $409.99. When I finally got to the service desk, the guy told me that they had a discount on 2 door cars (an older Camaro) bc they were sold out on 4 door cars due to it being the beginning of summer. He told me he could give me his ************* would only be $40 a day for the car, totaling up to $160. I was shocked when I saw the bill for over $600 for a car that I didnt book in the first place. I want my refund of $440 credited back to my card
Business Response
Date: 06/28/2024
Complaint ID: ********
********************** RR#: M17248626
This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused regarding the Vehicle Upgrade charge. Our records show at the time of booking, a Class E1 was reserved. However, a Vehicle Upgrade into a Class D2 was accepted and signed for. With this acceptance, a 2023 Camaro was provided for your rental period at an additional charge of $39.00/per day or $156.00 for the upgrade. We have attached a copy of your signed rental contract for your review and record. While we are unable to recreate a verbal conversation between customers and our location representatives, we must rely on the rental contract in order to base our decision.
Customer Answer
Date: 06/28/2024

Complaint: 21874541

I am rejecting this response because:
the Salesperson clearly told me that the 2 passenger vehicle was going to be a lot cheaper due to them having too many vehicles in stock. This was not supposed to be an upgrade. Specially for a beat up car that I got
Sincerely,

*****************************
Business Response
Date: 07/04/2024
Complaint ID: ********
RR#: M17248626

While the charges are correct as you signed and agreed to them. As a gesture of goodwill we have issued a refund for the upgrade fee in the amount of $185.46. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:06/19/2024
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 at *************************************************** starting from 6/9/2024 to 6/16/2024. Total estimate charge is $502.23/week + $500 deposit = $1002.23. One of the female employees named ******* who was in charge during the return processing didn't do a great job to make sure nothing was missing. After returning the car I went back to the counter because I wanted to extend my rental for extra week, a male employee named **** told me that the car already rented out to customer. I was hanging around the shop about an hour before I left. After I left the airport, I realized that I accidently forgot to return the car key. I immediately made two phone calls at **************, first call at 3:01pm, second call at 3:05pm but I was unable to talk to a live person. 6/17/2024 around 3pm I returned the key back, manager ******* M and front counter employee ***** told me that I was charged $500 for the key. She claimed they had to cut and reprogram the new key. I told her "I did not lose the key I forgot to return it at the time and made effort to return the key as soon as possible, we are humans and make mistakes and forget things sometimes and please forgive my mistake." I said if she owns a car she knows there are two keys that come with it just in case she loses one key she still get a backup key. If employee discovered that the key was missing she should have called me immediately since I was still at the shop I would have returned the key but nobody called instead they continued to rent the car to the next customer. How was it possible they had time to cut and reprogram a new key in very short time ? I don't believe that manager was telling the truth. Employees weren't helpful resolving this matter. I feel they were taking advantage of this situation so they could steal my deposit. I feel scammed. Please refund me $500. I appreciate for taking time to read this message. RR # ***-438101
Business Response
Date: 06/26/2024
BBB Case 21873369
RR No: 159438101

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

I apologize for the difficulties. I have removed the Key/Parts charge to issue a refund of $500.00 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:06/19/2024
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 4/19/24 from the *****************. Once we were on the road we realized we had a bumpy tire that was threadbare. I called the emergency road service number when we reached our destination (************, **) they told me that we could take the car to our nearest thrifty location to exchange for another vehicle but the closest one to me was to either drive back to ********* or another location that was 1.5 hours away from me. There was a nearby Thrifty location that was closed and would not be open until Monday. I was going to return this vehicle on Monday and we did not feel safe driving back with this tire to either the 1.5 hour location or all the way back to *********. The other option they offered was that we could take the car to a tire shop and have the tire replaced. that we would be reiumbursed when we returned the car. So we did that option. We took the car to a chambersburg tire shop and and paid to have the tire replaced. Thrifty representative gave me case #********** when they told me I could replace the tire and that I would receive a discount for my troubles. When we returned the car I had to fill out a form and was told I would get a check in the mail. I have called and emailed thrifty ten different times and have sent them the invoice and pictures of the threadbare tire. I am tired of waiting to get my money back. I was on vacation and had to be dealing with issues that should never have happened. Thrifty should never have rented out a vehicle with such a faulty tire. I have been given two different case reference #'s ******** and ********. I would appreciate any help I can get with this issue.
Business Response
Date: 06/28/2024
Complaint ID: ********
********************** RR#: 121602961
This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
Our records show you previously contacted our **************** team regarding this matter and they provided assistance and a refund of $227.43 which was processed to the charge card on file. This refund took place on 06/17/24 and we have provided a copy of the refund invoice for your review and record. We are pleased to see our **************** team was able to provide assistance.
Customer Answer
Date: 06/28/2024

Complaint: 21873045

I am rejecting this response because:
I want at LEAST a partial credit of the amount paid for the rental vehicle.
for the hassle of having to go replace the tire while on vacation and for having to wait sixty days to be reimbursed for that tire. I called and emailed the rental company numerous times before I reached out to BBB. I received the tire reimbursement on 6/19/24
Sincerely,

*******************************
Business Response
Date: 07/04/2024
Complaint ID: ********
RR#: 121602961

As a gesture of apology I have issued a refund of $50.00 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 07/15/2024

Complaint: 21873045

I am rejecting this response because: It took me 4 hours out of MY vacation day to fix YOUR issue. $50 does not cover the time and headache to figure out what to do. Not to mention all the phone calls and emails I had to make your company since then just to be reimbursed for MY expense.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Thrifty is NOT a BBB Accredited Business.