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

2,080 total complaints in the last 3 years.
445 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:06/19/2024
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.
Car rental was booked online and I was quoted $90.29 at pickup. I checked in online and declined all additional add-ons, but was forced to check-in in person as well. I was verbally asked if I wanted car insurance, I said NO. (I self insure). I was verbally asked if I wanted roadside assistance, and I said NO. The agent then swiped through the terms and conditions and told me to sign. I got in the rental car and reviewed the receipt and saw both car insurance AND road side assistance was added, despite me DECLINING these add-ons. There was an agent on the car lot level and I asked how to take care of this, and she stated to call the number on the back of the receipt. I got on the road and got to a point where I would be on a long stretch without any turns, and called. I was on hold for 15 minutes and was told that I called the wrong number, and to call a different number instead, and the phone agent said "I confirmed they can assist you with this." I called the next number and was on hold for another 15 minutes before reaching someone who told me I had to go back to the pick up spot and they could not assist. I was an hour away at this point.I declined all additional coverage and was charged anyway, which seems to be a pattern based on an internet search. I have contacted my credit card, and Thrifty directly, and no one will help because "I signed the terms and conditions" that the scam artist agent quickly scanned past after he added car insurance and road side assistance AFTER I DECLINED THIS COVERAGE.
Business Response
Date: 06/21/2024
Complaint ID ********
Rental Agreement Number 124538083

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

We always strive to provide the best service possible and truly value your business. We apologize for all the inconvenience this has caused you.
Regarding your refund request, we have verified the charges were valid and you agreed to the terms and conditions on the amount of your reservation upon pick up; therefore, I am not able to process any refund or adjustments. Thank you for contacting Thrifty.

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

Complaint: 21872969

I am rejecting this response because: You clearly did not read my complaint. Your company scams people by scrolling past the charges on the screen, after adding things that were verbally declined. The agent used tactics to distract me from what was going on, and then I got the run-around when noticing the charges BEFORE I left the premises and was told to call, which was obviously a way to get me out of there so I couldn't fix the issue. You know your company does this, and people considering doing business with you should be aware of this. I will NEVER do business with Thrifty, or Hertz, EVER again, whether you do the right thing or not at this point.

Sincerely,

***********************
Business Response
Date: 06/25/2024
BBB Case 21872969
Res No: 124538083

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.
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.
Dear Thrifty Car Rental Customer Service,I hope this message finds you well. I am writing to express my deep dissatisfaction with the recent experience I had with your rental service.On June/6/2024, I picked up a vehicle from your [location] branch and was extremely disappointed to find it in a subpar condition. Specifically, the car had no gas at the time of pickup, forcing me to immediately find a gas station. Additionally, the vehicle was dirty and covered in scratches, indicating a lack of proper maintenance and cleaning.Furthermore, my return experience was equally unsatisfactory. Although your ****** listing states that your branch closes at 11:30 p.m., I arrived at 9:50 p.m. and was denied a courtesy shuttle ride back to the airport. This inconvenience almost caused me to miss my flight, adding significant stress to my journey and resulting in extra expenses for Uber fees.I expect a reputable company like Thrifty Car Rental to provide reliable and quality service. Unfortunately, this was not my experience. I hope you can address these issues to prevent future customers from facing similar problems.I kindly request a response outlining how you plan to address these concerns and any possible compensation for the inconvenience and additional expenses caused.Thank you for your attention to this matter. I look forward to your prompt response.Best regards,************************* Rental agreement #B21953450
Business Response
Date: 06/21/2024
BBB Complaint: 21872156
Rental Record: B21953450

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

Please accept my deepest apologies on behalf of the Hertz team for any inconvenience experienced during your rental. All vehicles should be properly cleaned and in good mechanical condition before being released for rental. Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary.
After review, our records indicate that the vehicle checked out with a full tank of gas. Refunds are based on documentation, and currently there is no other information/ documentation supporting the vehicle being rented with less than a full tank.
We apologize for the poor experience at the location and being unable to receive a courtesy ride back to the airport. As a gesture of concern, I have sent a $50 rental certificate to the address on file. Every effort will be made to serve your future needs in a manner more consistent with your expectations and our standards.

Best Regards.
Customer Answer
Date: 06/21/2024

Complaint: 21872156

I am rejecting this response because:
I regret to inform you that I must decline this. The entire experience was unprofessional, beginning with the fact that I was given a vehicle with an empty gas tank. This is just one of several issues I encountered. I have video footage that demonstrates the manager's unacceptable behavior towards myself and my family, including slamming the door in our faces. If necessary, I am prepared to make this footage public. Furthermore, the vehicle was not in a suitable condition to be rented, and I was not provided with a shuttle service to the airport to catch my flight.

Sincerely,

*************************
Business Response
Date: 06/25/2024
Complaint ID: ********
RR#: 157626243
We apologize for your dissatisfaction with your rental and our previous response. The condition of the vehicle provided does not warrant a monetary refund, however upon reviewing our records we have determined you were charged a fuel charge in error. In light of this, I have issued a refund for the fuel charge in the amount of $233.80 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Please be advised our location hours can be found at www.thrifty.com or by calling our 800#. The rental location closes at 9:30 PM seven days a week.
I apologize for any inconvenience caused and thank you for bringing this matter to our attention.
Customer Answer
Date: 06/26/2024

Complaint: 21872156

While I appreciate your effort in addressing some of the concerns, I must emphasize that your response regarding the business hours is inaccurate. According to ******* your location is listed as being open until 11:30 PM, not 9:30 PM as you stated in your response.
Additionally, I want to thank you for issuing the refund for the gas charge that I never received. While this resolution is appreciated, it does not mitigate the frustration and inconvenience caused by the situation.
I am still very upset about the way my family and I were treated. I have video evidence of the manager almost slamming the door on my hand and displaying a complete lack of respect toward us. This behavior is unacceptable and deeply troubling.
Furthermore, we were not offered any assistance to get to the airport. The manager refused to arrange a shuttle or even consider calling or paying for an Uber. This lack of support left us in a difficult and stressful situation, which is not what I expect from a reputable car rental service.
Therefore, we expect a full refund of the car rental fee due to the stress caused by the lack of cleanliness of the car and the unprofessional customer service experienced from the time of pick-up to delivery.
I urge you to take these matters seriously and address the issues within your staff and management. I look forward to a more satisfactory resolution to this incident and to hearing about the steps you plan to take to prevent such incidents from happening in the future.
Thank you for your attention to this matter.
Sincerely,
******************;
Initial Complaint
Date:06/19/2024
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 returned my rental car to Thrifty without damages and parked it in their lot on Saturday evening. No staff members were on hand to receive or check the vehicle. Monday morning I received an email alleging damages to the vehicle. I requested proof of the damage. Thrifty refused to send pictures. I requested them to check their security cameras to see if the car had been side swiped while in their parking lot. They declined to do so. Their representative hung up the phone on my husband. Now they have charged our credit card for damages that were not incurred while the vehicle was in our possession without offering any sort of proof that the damage even occurred.
Business Response
Date: 07/09/2024

*************************** was given a copy of the closed rental agreement showing she did rent a vehicle at our location and returned it with damage. The vehicle went out without damage and came back with damage. *********************, stated the damage to the vehicle was done after she had returned, after hours.

However, ********************* was provided video evidence from the ******************* to show there was no damage caused to her rental car after it was returnedthe damage occurred while in her possession. She also was provided contact information pertaining to the damage from our Subrogation company. She can have them provide all the damage documentation she is requesting.

Thank you.

Hertz & Thrifty Car Rental

Customer Answer
Date: 07/10/2024

Complaint: 21871444

I am rejecting this response because:

We never received video evidence. That is a lie.
No one from Thrifty has reached out since the last conversation in which their representative hung up on us.

Sincerely,

***************************
Business Response
Date: 07/19/2024
Complaint ID: ********
********************** RR#: Y38789144
This correspondence is being sent in response to ***************************.
We apologize for any frustration caused regarding the damages billed on your rental with our licensee partners in ***********. As the Thrifty location in *********** is an independently owned and operated franchise location, the owner purchases, insures and maintains their own vehicle fleet. Your concerns were forwarded to their offices for review and they have provided a response and state that video evidence of you departing the Scottsbluff location was provided showing no damage to the vehicle when you rented on 06/01/24. However, you returned the vehicle one-way to ************ with damages. As such, the damage claim is valid and a refund not warranted.
Customer Answer
Date: 07/19/2024

Complaint: 21871444

I am rejecting this response because:
First, I repeat that the business has never sent video footage. Please send if it exists. Secondly, what I wish to see is video footage proving that no one parked next to me after I parked the car at the *******************. Finally, we did not to take the car to ************. We returned it to the same place we rented it, the *******************. if Thrifty cannot keep their rental cars straight, that could be at the root of the problem.

Sincerely,

***************************
Business Response
Date: 07/24/2024
BBB Case #: 21871444
RR# or RES#: *************************** is in response to ***************************.

After further and a thorough review with our Scottsbluff Airport location management, we have confirmed you were provided with video evidence as requested and received information from the ******************* (PurCo). As previously advised you will need to contact Purco to assist further with the matter.

Please know that our decision is final and further requests to revisit this matter will not be considered as we find the matter fully addressed and closed.

Thank you for contacting us.
Customer Answer
Date: 07/24/2024

Complaint: 21871444

I am rejecting this response because:
The company representative continues to give false information.
What is Purco? I have never even heard of them, much less received a video. Please send the surveillance video directly to me.

Sincerely,

***************************
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 on 6/9/24 from Thrifty initially for 3 days. Then I extended the rental for another day. When I first got the car they charged my card *****. The remaining balance was to be paid when I returned the car in the amount of *****. I extended the rental for one more day and it said the extension was *****. I returned the car on the 12th. When I dropped the car off it said the balance was ******. I was late and I figured the ****** was for the extra day. First off, I have rented cars from Thrifty before at the airport and every time the staff is horrible. They are not very helpful and treated me like I am bothering them, and they kind of take pride in finding a reason not to be able to help you. I was planning on renting the truck for longer, but since they took a ****** deposit I didnt have enough on my secure credit card to rent it longer. So the guy said to return it and I could just rerent a vehicle. I agreed cause I had another card to use. When I came back to the office in the garage the guy asked me kind of with a smirk on his face Do you have a reservation for the car you want to rent? I answered no. He then told me to go upstairs to the other counter to rent the car. After standing in line for about 20 minutes the guy from the counter in the garage rudely approached me and told me I needed to go to the counter in the garage cause there was a problem. When I got down there, this lady (whose name I dont know, but wish I did) very rudely asked me if I smoked in the car? She said she was charging me ****** for the ashes she saw in the car. 2 days later I was charged ****** cause she charged me for an extra day. Their policy states that they will hold the deposit for up to 7 days. It has been 8 days and the hold is still on there. I think this was done intentionally. So total it cost me around ****** to rent a car for four days if I add in the deposit. They still have a 2***** hold on my card.
Business Response
Date: 06/21/2024
Complaint ID ********
Rental Agreement Number 159327711

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

In accordance with the Terms and Conditions of the Signed Rental Agreement all Hertz rental vehicles are non-smoking. If either physical or smell evidence is present on return, a cleaning fee will be charged. There are signs posted at the Hertz counters advising of our non-smoking policy, cling tags attached to the windshield of the vehicles, and key tags have a logo that states non-smoking.

Based on our records the rental returned to our ********, Airport was removed from service to be deodorized and detailed the $400.00 smoking fee is valid. Based on our thorough review of the matter, we stand by all the charges as billed and respectfully decline your request for a refund.

I am also showing all authorization holds were released on 06/13/2024, and $49.66 was refunded for the additional day billed.

Thank you for contacting us.
Initial Complaint
Date:06/18/2024
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.
Pick up date : 5/20/24 Return date: 5/25/24 Rented through Hot Wire with Thrifty Rental Location: ************************ A full size suv (Tahoe or similar) was rented and paid in full using a debit card prior to pick up. Upon arriving at the rental counter, I was signing agreement for the Tahoe (which he had there and was gonna give me) he stated that due to me using a debit card that I could not rent a full size suv like a Tahoe. That all I could rent would be a mid size suv ***** explorer of which I got). That was fine, but I asked for compensation for the difference in price and he told me there was no difference. Ive rented multiple vehicles in the past and a mid size suv does not cost as much as a full size. I reached out to Hot Wire, they have been exceptional trying to assist me, however whenever they reached out to Thrifty, Thrifty states that I was upgraded instead of downgraded. I have the rental record showing that I indeed receive a **** explorer. Ive tried contacting thrifty multiple times even sent multiple emails to their customer service but received no help. I just want to be treated fairly and pay for what I received. I believe I paid more money than what I mid size suv would cost. I would either like to be compensated for the difference in costs or refunded in full. I dont agree with treating people like this, and will never do business with Thrifty rental again. Rental Record# ********* Confirmation # K8461373145 Hot Wire Itinerary # **********
Business Response
Date: 06/26/2024
Complaint ID: ********
********************** RR#: *********
This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
Please accept our sincere apologies for the fact that our branch was unable to provide you with the reserved vehicle class due to our Debit Card policies. We have reviewed our records and can confirm a downgrade into a Class L2 vehicle was processed. With this in mind, we have processed a refund of the difference in cost between the Class T that was reserved and the Class L2 that was received. The refund of $333.90 has been processed to the charge card on file. Please allow up to 5-7 business days for the funds to show on your billing statement.
Customer Answer
Date: 06/29/2024

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.
The debit card that the business has on file was compromised and I had to get a new debit card. If the business can reach out to me, I would be able to give them the current card number. By email or phone. ************* Thanks for all the help!

Sincerely,

*************************
Initial Complaint
Date:06/18/2024
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.
We booked a car via Orbitz and got a confirmation of $758.54 including all mandatory taxes and fees. Thrifty didn't have the compact car we booked so we took the large SUV they offered even though it meant we'd spend more money on fuel. We brought the car back to the airport by 17:30 per the rental agreement. Desk employee held on to the keys and talked, then logged the return at 17:33. Our receipt says NOT RETURNED AS ORIGINALLY STATED TO ********************* ON 06-14-24 BY 17:33; THE LOWEST QUALIFYING RATE HAS BEEN CHARGED. We were charged $1,030.55.
Business Response
Date: 06/20/2024
Complaint ID: ********
RR#: 941570630

Thank you for contacting us. A review of our records indicates you were charged correctly in accordance to your reservation. The rate on your reservation coincides with the rate charged on your rental which is a weekly rate of $780.08 CAD per week plus applicable taxes and fees. Please provide your reservation documents so that we may review further.
Customer Answer
Date: 06/21/2024

Complaint: 21865978

I am rejecting this response because:
Thrifty has requested the original reservation. I'm only able to provide Screenshots as Orbitz doesn't have an option to download the reservation. Please let me know if more information is required.
As you can see the reservation shows $758.54 "The total price includes all mandatory taxes and fees." This is not the amount we were charged.

Sincerely,

*************************
Business Response
Date: 06/24/2024
Complaint ID: ********
RR#: 941570630

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

Please provide a screenshot of your confirmation email from Orbitz showing the rate and what was included. The attachment provided was the final invoice that was sent by Thrifty.
Customer Answer
Date: 06/25/2024

Complaint: 21865978
Please see original confirmation attached.

Sincerely,

*************************
Business Response
Date: 06/28/2024
BBB Complaint: 21865978
Rental Record: 941570630

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

Thank you for reaching out and allowing us to research and address your concern.

Hertz thoroughly reviews all customer inquiries submitted. After review of our records, an adjustment has been made to your final invoice to reflect the weekly rate of $574.18 as indicated on your rental confirmation. A refund of ****** has been submitted to **** x6120, we ask that you allow 3-5 business days for processing.

I have attached a copy of your final invoice for your records. Should you have any additional question please reach out to us via email at *******************************. We appreciate your patience in the resolution of your concern.

Best Regards
Initial Complaint
Date:06/17/2024
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 with Thrifty at *************** on May 18, 2024. I prebooked and prepaid it with Priceline. Upon arrival, the agent was trying to upsell insurance. I told him I did not need it as I checked with my credit card and also my personal insurance and I was covered. He again tried to push the insurance saying I was not covered in the state of *******. I told him I have rented many times and have no issues at all. I told him I did not want any extra insurance. He then went on to "push" the toll pkg. He pulled out a map and explained that all around the airport are Tolls. He said if I go through one without exact money I will be fined heavily. After seeing the map, I agreed to the $69 toll pkg. He then said I needed to sign the screen to DECLINE the insurance. When I asked why the screen said $323 he said that was the $200 deposit and I get that upon return. I said why was it more than $69 and he said its taxes. I again told him I prepaid this including the taxes. He said I have to argue that with Priceline. Again, a very deceitful man. He knew I didn't want the extra insurance. Even telling me I had to sign to "DECLINE it. So, I paid PRICELINE $266.85 and then was charged by Thrifty $123.00 and then and extra $31.47 for 4 tolls when I thought I had the Toll Pkg. Check out their ******** page and you will see there are many others getting scammed by this co. they lie right to your face!! I disputed with my credit card but Thrifty provided them with my SIGNED authorization for the extra insurance. He told me I had to sign it to DECLINE it.
Business Response
Date: 06/19/2024
RE: BBB Complaint # ********

Dear Ms. *****,
Thank you so much for reaching out to us about your complaint. I understand your frustration over your recent rental charges. I have reviewed and attached your signed rental agreement. On page 1, you agreed and accepted the ******************* Supplement. As we were not present for the conversation between you and our representative, we must rely on the documentation available. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility 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.
I understand this is not the outcome you had hoped for; however, after our review, we found that the charges have been correctly invoiced. I appreciate the time you have given me to look over your concerns. Please have a good week!
Customer Answer
Date: 06/19/2024

Complaint: 21862956

I am rejecting this response because: Thrifty agents are very good at deceiving customers. Please look at ******** posts under Thrifty car rental. They keep doing it and keep getting away with it. Of course they sent you the signed receipt from me. That was what he told me I had to sign to waive the insurance. I accept theres nothing you can do for me. I just wanted you to be aware. This is what Thrifty does. I have never had any issue with any other car rental company before. They got me for an additional $123 on top of the car rental.
Unfortunately, they will continue to do this to other customers and they will get away with it

Sincerely,

*********************
Business Response
Date: 06/22/2024
RE: BBB Complaint # ********

Dear **************,
I appreciate your response regarding your recent additional coverage dispute. On page 1 of your rental agreement, you agreed and accepted the ******************* Supplement. As we were not present for the conversation between you and our representative, we must rely on the documentation available. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility 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.
As a gesture of goodwill, I have mailed you a $50 rental certificate to be used toward a future rental. Please allow up to 30 days for it to be delivered via ***** I appreciate you bringing this matter to our attention for review and any corrective action. Have a great day!
Initial Complaint
Date:06/17/2024
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.
On 6/13 I picked up a rental from Thrifty. I did my normal walked around to report damages. Immediately upon entering the vehicle there was a strong smell of marijuana that had tried to be covered through cleaning. I proceeded to the gate attendant. As soon as I rolled down the window to present my ID and contract she said it smells and I completed the sentence Yes like weed. She told me to notate this on my rental agreement and any other damages since they were out of damage reporting forms and leave it in the car upon return. For the sake of convenience I followed the directions given. Upon return I did just that leaving my rental agreement with descriptions of damages (I have pictures with time stamps) due to late evening return at the airport. However, to my surprise an attendant actually showed to check the car in. I explained to her the whole situation. Truthfully since the trip the car no longer smelled like marijuana but I went ahead and told her for completeness sake. I told her so dont charge me and that the people before me had been smoking. I didnt even smoke! She chuckled and said I got ya. Obviously you dont have me because I got home and received a bill for $400 smoking fee. Ive tried to reach someone in customer service and no one can be reached by phone. In fact, I sent a complaint on 6/13 pick up day to cover all basis and let them know that the car smelled of marijuana on initial pickup with no response. I need my refund! Period! This is unacceptable.
Business Response
Date: 06/19/2024
RE: BBB Complaint # ********

Dear **************,
Thank you for taking the time to reach out to us regarding this matter. I am sorry to hear of the way you received your rental vehicle. We strive to maintain a clean and reliable fleet, and I am sorry to hear we fell short of your expectations. I have processed a refund for the cleaning fee of $400.00. Please allow 5-7 business days for the funds to be deposited into your account. You may view an updated receipt on our website in 3 business days. I truly appreciate you bringing your complaint to our attention for further investigation and correction. Have a great day!
Customer Answer
Date: 06/19/2024

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,

*****************************
Initial Complaint
Date:06/17/2024
Type:Order 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.
On the rental record #*********, We ended up being charged three times the original amount of the rent, We had a contract from 5/25 - 6/6 of $433 aprox, for some weather cancellations we had to extend the rental one more week, we did it correctly as advised trough the system, all normal as it should be, when i returned the car the fare of the whole rental went almost the triple from day 1 of the rental, ended up paying $1717, i can understand how the price could change for the extension, but why is the price for the whole length of the rental being modified, the most worrisome is that never we were told at the extension process, its like if at a hotel they change your prior nights rate cause you added some extra ones, again i can understand the extra days at a higher rate but the whole rental?. What a nightmare!
Business Response
Date: 06/18/2024
BBB Case 21859103
RR No: 151824816

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

I apologize for any misunderstanding regarding your final invoice and extension. Please note, in accordance with 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. Our rates are based on vehicle availability and may fluctuate depending on the demand of the vehicle class reserved.

Thank you for contacting us.
Customer Answer
Date: 06/18/2024

Complaint: 21859103

I am rejecting this response because:

I cant understand how the whole fare of the rent was changed, i can understand the extra week at a higher cost but not the whole trip, all im asking is a adjustment on the original rent and i understand the price on the extra week, we were never explained about this outrageous policy, i regret the day i asked for the extra week, again we were never told about a fare change, not by phone, not at the web, not at the counter.
Sincerely,

***************************
Business Response
Date: 06/19/2024
BBB Complaint: 21859103
Rental Agreement Number 151824816

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

We appreciate the opportunity to review your concerns. As stated on the signed rental agreement terms and 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. Our rates are based on vehicle availability and may fluctuate depending on the demand of the vehicle class reserved.

After further review, adjustments have been made to your reservation to honor the original quoted price for the original rental days resulting in a refund of $836.71 to be processed to your Master Card x8485.

Break Down of Charges for 19 rental days.

1 week @ ****** & 5 days @ ***** (Original Rental Days)
1 week @ ****** (Extension Days)
Attached to this correspondence is a copy of your final invoice.
Customer Answer
Date: 06/19/2024

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.
Appreciate it!

Sincerely,

***************************
Initial Complaint
Date:06/16/2024
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.
On 06/08/24 at 6:11 AM, I rented a vehicle from Thrifty until 06/09/24 with a return time of 11:30 PM. At approximately 10:30 PM, I arrived at the return vehicle area. An employee came out after about ***************************************************************************************************************************** as usual. When I inquired, the employee stated I was good to leave. I felt odd about the deviation from procedure and took a photo of the vehicle sitting in the return area and second photo of the interior and recorded a timestamp of 10:39 PM. After two days of not receiving a receipt, I contacted Thrifty via e-mail to receive a receipt and was charged $121.43 as a late fee for allegedly not returning the vehicle on time. I immediately replied to Thrifty explaining the evening and submitted photos with timestamps and have not received a response. I filled out their survey and requested to be contacted regarding the incident and not received a response. I called the number listed for them and an automated message advised all issues must be handled via e-mail, which I have attempted already.
Business Response
Date: 06/24/2024
BBB Case 21858805
Rental Record 158783004
This is in response to *******************,
You can expect to see a refund in the amount of $114.94 post on the billed credit card within the next 7 business days.
Thank you for contacting us.
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,

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

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