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

2,081 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:06/15/2024
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.
I rented a car from Thrifty Car Rental at the **********, ****************** on June 5, 2024. They gave me a dirty ****** Camry with Arizona license plates which had a lot of wear and tear on it. There was no parking lot attendant to do a walk through of this car's condition. We drove off on our trip. Upon return Thrifty Car Rental emailed me an updated receipt with a charge of $400 for a car wash. This is not ok. They delivered a dirty car and want to blame me? This is unacceptable and they charged my credit card without authorization. I expect a refund but they are ignoring my calls and emails. Please help. I am sure they are probably stealing from all their customers at this point. It is unlawful to practice business in this way.
Business Response
Date: 06/20/2024
Complaint ID: ********
********************** RR#: 157379902
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 by the additional billing incurred on your rental. Our records show you previous contacted our **************** team regarding these charges. We show on 06/18/24 our **************** team provided a full refund of the additional billing in the amount of $400.00. Though processed on this date, please allow up to 5-7 business days for the funds to show on your billing statement. We have attached a copy of your updated invoice for your review and record. We are pleased to see our **************** team was able to provide assistance.
Customer Answer
Date: 06/20/2024

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:06/14/2024
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 April 23, 2024 through April 26, 2024 I traveled to ******* *******. I booked my flight, hotel, and car rental through Expedia. When I arrived to *************** (Thrifty Car Rental) I was charged an additional fee of $120.00 to upgrade the car I was renting. I was told that the rental I would be receiving was an electric car and that is not the type of car I requested. I paid the fee on my credit card In order to receive a gas car instead.I am requesting a refund for the $120.00 fee I was charge to "upgrade" the car. (return back to credit card) It was not an upgrade. I was traveling with my daughter and could not stay stranded in ******* *******. Thank you for your time and consideration. Sincerely, *************************************
Business Response
Date: 06/18/2024
BBB Complaint: 21851562
RR# 123400981
This is in response to ***************************************** complaint. I have removed the upgrade fee from your rental charges. Please allow 3 to 5 business days for the refund to post to your billed credit card in the amount of $138.72.
Thank you for contacting us.
Initial Complaint
Date:06/13/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked a vehicle rental online through Travelocity. It was a wild car prepay selection, where Thrifty has the option of providing a car of a size equal to some minimum. Went to pick up the car, was NOT provided with ANY gasoline car without paying a $15/day upgrade. Total increased cost was $60 over the agreed contract price. I had no choice and took the car at the increased price. They only offered at the city tracked price an all electric car, with NO indication that this was possible they'd do this. I was in a province I'm unfamiliar with, and had zero experience with electric car recharging expertise or locations.
Business Response
Date: 06/16/2024
RE: BBB Complaint # ********

Dear ******************,
When you reserve your rental, select "Manager's Special" as your car class, your vehicle will have room for at least five passengers and two pieces of luggage. The location will select the vehicle for you at time of pick up. Vehicles are subject to availability at the time of reservation and pick-up, which may vary by time and location. Your vehicle is:

Compact or larger vehicle, guaranteed includes electric vehicles.
Location determines vehicle at time of pick-up.
Vehicle will have at least 5 seatbelts
Room for 2 pieces of luggage or more
Low-mileage, new-model vehicle

The rate is subject to increase, or additional fees may apply in the event the reservation is modified by upgrade. Additionally, I have attached your signed rental agreement. On page 1 you did agree and accept the Upgrade fee. After our review, the charges have been correctly invoiced. I appreciate the time you have allowed for me to review your concerns. Please have a good weekend!
Customer Answer
Date: 06/17/2024

Complaint: 21848612

I am rejecting this response because:

1. I booked a "Wild Card" category through Travelocity. There is no reference in any of the Travelocity booking at any place to it being a "managers special" category, and I have no dispute with what the terms and conditions of the "Managers special" category might be. There is, however, no reference whatsoever to the substitution of an electric car in this type of booking. In fact, it indicates that the vehicle will have "an automatic transmission" (electric cars in fact have NO transmission) and there is a link to the "Fuel Policy" which by definition refers to "fuel" which implies a liquid. Electric cars do not use "fuel".

Additionally, the "estimate of charges" that I recieved when I rented the vehicle shows the tank at 4/8 full - this was in fact changed to this amount from 8/8 full as the agent FULLY RECOGNIZED the validity of my frustration at having been duped into having to upgrade $$ JUST TO GET A CAR IN THE CATEGORY I'D ALREADY PAID FOR. He indicated I'd get a free half tank of gas by showing the vehicle leaving the location at "4/8". I bring it back AS HE RECOMMENDED at 4/8 and I get charged AN ADDITIONAL $98.14 TO FILL THE TANK. I wholly reject the response from Thrifty.

Sincerely,

*************************
Business Response
Date: 06/18/2024
BBB Case 21848612
RR No: 941640560

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

I apologize for the confusion, however please be advised that Electric Vehicles are included in the Wild Card/Managers Special bookings. I have received confirmation that you were able to work with our customer service team directly and they resolved the matter by issuing a refund of $50.85 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: 06/20/2024

Complaint: 21848612

I am rejecting this response because: I was charged an additional $98.17 for a fuel surcharge AFTER the representative indicated that in compensation for the Forced upsell to obtain a gasoline powered automobile, he'd provide a half tank of complementary gasoline in lieu of removing the upcharge by RECORDING THE **** AS 4/8 FULL WHEN I RECIEVED IT. I cannot under any circumstances accept the fuel charge of $98.17. I have provided a document showing the tank half full upon rental, and a jpeg showing it half full on return. The latter is confirmed by the charges ********** received. I have NO record of the supposed credit and at no point in time do I have any communications with Thrifty indicating that amount was acceptable, nor any understanding of where that (inadequate) amount came from.

the claim by Thrifty that an electric car meets the requirement as stated in the Wild Card category is both misleading and at minimum and unethical business practice. I have a record of the reservation, made through Travelocity, that indicated that the vehicle will have AN AUTOMATIC TRANSMISSION. There is ALSO ONE LINK ON THE RESERVATION FORM ON travelocity that refers to the 'fuel policy'. those both rather strongly imply or support my belief that my expectation of a gasoline vehicle was both reasonable and to be expected 1. ELECTRIC CARS IN FACT DO NOT HAVE A TRANSMISSION, and 2. "Fuel" cannot under any circumstances be inferred to be in fact anything other than gasoline and NOT electricity.
I wholly reject the gasoline refueling charges as that was basic fraud, and the original vehicle upsell when I refused an electric car under the "wildcar category" was also unethical, misleading and intended solely for the purpose of having me pay more for exactly the car I'd already paid for in the original Travelocity reservation.

Sincerely,

*************************
Initial Complaint
Date:06/13/2024
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.
Date of Transaction: June 8th 2024 Amount Paid to the business : $95 Nature of the dispute: The staff at this location tried to intimidate us and tried to give me a car which had dent on it. On my refusal to take car they agreed to give me another car however when I returned my car they falsely charged me for gas while we had the tank overfilled before returning the car.I rented the car from Thrifty for one day from ********************** on June 8th 2024. First of all the person on the counter was very rude and intimidated us to take Toll Charges plan even though I was not interested in it but we took it anyways. Then when I refused to take pre-paid gas option the guy claimed that they push fill any little space in tank and charge me at $10 per gallon. However I did not take the option and planned to fill the gas myself.Then I returned the car well ahead of promised time with full tank of gas. I wanted to have no issues with gas, so I overfilled the tank by adding more gas after the fuel dispenser automatically stopped. After that I drove about 5 miles to return location. I specifically asked for a car return bill from the guy and he refused at that time and said it can only be sent via email after he writes it up.Now I see a charge of around $20 more on my bill because I was charged for 1 gallon gas. I am absolutely in shock to understand that the location is indulging in such malpractice to harass the customers. This is nothing but absolute thievery. All the workers in this location were intimidating the customers and seemed dodgy. How can a company charge me after they refused to give me a bill at the time of the return. This practice of charging after the customer has left the location is absolutely wrong since it is at the mercy of the staff who could easily cause damage the car or steal gas (which could be the case here) and charge the customers for it.I have reached out to vendor but they have not responded yet.
Business Response
Date: 06/16/2024
RE: BBB Complaint # ********

Dear ****************,
Thank you for reaching out to us regarding this matter. I appreciate you taking your time to bring this to our attention. I have forwarded your complaint to our locations management teams for further review and corrective action. I have issued a refund for the fuel fee, and as a gesture of our goodwill, I have waived the toll fee. Your refund of $34.41 will be returned back to your payment method in 5-7 business days. You may view an updated reciet on our website in 3 business days. Please reach out to us if there is anything else we can help you with. I truly appreciate your communication and being a valued Thrifty customer.
Customer Answer
Date: 06/17/2024

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.
I really appreciate your help with reaching out to the vendor and helping with resolving this issue.

Sincerely,

*************************
Initial Complaint
Date:06/12/2024
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 keep a car 3 hrs and 45 minutes over 4 days and was charged roughly $283 too much. The agreement I have states Id be charged an extra day as long as its not more than ******************************************************************************************************************************** the $26.04 noted on my paperwork. They changed the rental without my agreeing to a weekly rate that more than doubled the rate I agreed to.
Business Response
Date: 06/14/2024
Complaint ID: ********
RR#: 155182053

Thank you for contacting us. I apologize for any misunderstanding regarding your charges. After reviewing your rental I have adjusted the rate to a 5 day rate at $26.04 per day. The refund is $266.59. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 06/14/2024

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. I will happy with the refund I was rightfully entitled to $266+.

Sincerely,

***************************
Initial Complaint
Date:06/12/2024
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 am filling a complaint against Thrifty Car Rental (Hertz Corporation)I rented a vehicle on 2/21. It was reserved & paid online. When I dropped off the vehicle I noticed there had been additional charges on my credit card.1-$60.00 Upgrade Fee. I did not request, nor agree to an upgraded vehicle. When we (I have a witness to all of this!) checked in, the agent said we had an electronic vehicle. I said, "Oh, I've never driven an electric car before." It was not a complaint nor a request, but just conversation. She said, "I got you!" She never explained there was an increased charge, nor would I have agreed to it if I had known. 2- $104 Damage waiver. The agent asked if I wanted insurance. I said "NO, because I have insurance coverage through my credit card." I clearly declined this fee.In addition to disputing these charges specifically, I have been appalled at the horrid business practices & lack of customer service by Thrifty/Hertz. In person, at the Atalanta rental location, I asked to speak to someone who could fix this. The agent said there was no one on premises who could fix it and said that I'd have to submit an online dispute. I have not only submitted an online dispute through their website, but I have called any phone number I can find, sent an email, and a letter through the mail. In all of those means of communication I have requested to be contacted, but I have NEVER been contacted or able to speak to a live representative. So I disputed the charge through my credit card, they sided with me reversing the charge, and then I received a bill in the mail. I tried to contact them yet again. Then I received a letter from a collection agency! I cannot overstate what horrible customer service this is. Any business which has zero means of disputing a charge should be ashamed to send a customer to a collection agency! I want my balance with Thrifty to reflect zero and all submissions to a collection agency overturned, so that my credit history remains solid.
Business Response
Date: 06/20/2024
Complaint ID: ********
Thrifty RR#: 980385184
This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) and Vehicle Upgrade on your recent rental.Our records show that these services were accepted and signed for at the time of rental and the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.
With this in mind, a refund of the optional services would not be warranted as they were accepted and the benefit of the service provided for the duration of your rental. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this,we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility.
However,as a one-time gesture of goodwill, we have requested our ******************** close the file at this time. Therefore, you will not be pursued for the balance owed. This action will not result in a refund issued to you as your financial institution has already credited the amount due to the chargeback initiated.
Initial Complaint
Date:06/12/2024
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.
I was on a family trip to ******* *******. I arrived at ***************************** (MCO) and proceeded to Thrifty car rental desk at the airport MCO to pick up my reserved car. I specifically told the agent that I was insured and that I didn't need any further insurance added to my car rental. The agent claimed that Florida State law requires liability insurance when renting a car and proceeded by adding a charge of $127.04 to the final bill. I found out later that there is no such law that requires a liability insurance on car rentals especially if the driver is already insured. This seems to me a bad practice. The business can't just claim some imaginary law and charge customers accordingly. I need to have $127.04 refunded to my credit card. If there is a Florida State Law that requires customers to pay liability insurance on car rentals when those customers have insurance already, please show me this law.
Business Response
Date: 06/14/2024
BBB Case 21838469
RR No: 155264826

This is a response to Mustapha ******************* apologize for the inconvenience. As a gesture of goodwill, I have removed the ******************* Supplement to issue a refund of $127.04 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: 06/17/2024

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:06/12/2024
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 5/6/2024, I rented a car from Thrifty through Priceline.com for $191.99. On 5/14/2024, when I returned the car, I was charge a $400 smoking cleaning fee for a car a rented from Thrifty. I do not smoke and I have video proof the car was returned clean. 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 s refund of the $400 cleaning fee or actual proof I was smoking in the car.
Business Response
Date: 06/13/2024
Complaint # ********
Rental Record # 141996864
This is in response to *********************.

I appreciate the opportunity to review your concerns. I have refunded the smoking fee back to your card in the amount of $400.00 and you should receive a credit back within 5-7 business days. This will be refunded to the credit card ending in 4540.
Thank you for contacting us.
Customer Answer
Date: 06/13/2024

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.

Sincerely,

*********************
Initial Complaint
Date:06/11/2024
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.
This was for a Car Rental June 11th to June 12 in *******, ***********. I Canceled the Reservation on May 31st. Confirmation # K8272389238 from Thrifty .11 Days Later No Refund ? CAN'T CONTACT THEM
Business Response
Date: 06/13/2024
Complaint ID ********
Reservation ID: ***********

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

I regret the inconvenience this matter has caused you. Per our Terms and Condition Hertz allows a full refund if the reservation is cancelled within 24 hours. After the 24-hour ***** period there is a $50.00 cancellation fee.

As a gesture of good will. I have processed a full refund for the prepayment. Please allow 3-7 business days to receive your refund of $83.71.

I appreciate you allowing me to address your concerns.
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:06/11/2024
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.
DOI: 6/8/24. I reserved a car on Thrifty via ****** (third party app) secondary to a car issue preceding the reservation and had to attend a very important event. The reservation was secured without issue. I proceeded to spend money on transportation to arrive at the car rental location to be told there were 20 people ahead of me in line without cars as well and that they would not be able to honor the car rental to me (and to my understanding all other 20 people ahead of me). Those people were told it was a 2 hour wait, but some had already been waiting longer. The employee behind the counter was full of remorse and I could infer that it was an ongoing problem and not his fault. It is extremely poor business practice to allow 20 people to proceed with booking a car to have to spend money and time on transport to arrive at the location just to be told there were no cars. I have attempted twice to contact Thrifty via email (there is no/limited access to a live agent) to notify that I would like to resolve the issue via Thrifty but have not heard to date. In the email, they were made aware that I would be contacting BBB if I had not heard back. As a result, I missed the majority of a wake/funeral service that I needed to attend. I am simply requesting reimbursement of travel fees to and from location via Uber (approx $60), notification for others to be aware that this may occur to them by utilizing this facility, and for their own improvement of business practices.
Business Response
Date: 06/14/2024
Complaint ID: ********
RR#: K88319094D9

Please accept my sincere apology that we were unable to provide a vehicle for your reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.
Although we are unable to reimburse you for your Uber costs, we would like to mail you a $60.00 rental certificate to use towards a future rental. Please provide your mailing address so that we may mail the certificate to you.

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