Complaints

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

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• 

  Thrifty

  8501 Williams Rd Estero, FL 33928-3325

• 

  Thrifty Car Rental

  1 Airport Rd Little Rock, AR 72202-4404

• 

  Thrifty Car Rental

  2430 Airport Blvd Pensacola, FL 32504-8975

• 

  Thrifty

  221 Airport Rd Arden, NC 28704-9404

• 

  Thrifty Car Rental & Sales

  5145 Airport Rd # A Kearney, NE 68847-3750

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:06/11/2024

  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.

  On March 26th, 2024 I went to the Thrifty Car Rental counter at the *********************** to pick up my reserved car. After waiting in line for over 1 hour I finally got to the counter, they tried to sell me all sorts extras and I declined all of them. My complaint is that I had pre-paid $391.20 canadian for my reservation as per attached document. According to my pre-paid reservation all taxes and mandatory fees were included but Thrifty still charged me an extra $111.38 U.S.. I feel like these were hidden charges and I would not have rented a car with Thrifty if aware of them. Because I was late and under pressure to pay I did pay the extra fees, then I had to wait approximately another hour to get my vehicle which was located in a different terminal. It was a terrible experience renting a car from Thrifty at the ***************.

  Business Response

  Date: 06/13/2024

  Complaint ID: ********

  RR#: 108707465

   

  Thank you for contacting us. Please accept my apology for any misunderstanding regarding your charges. I have reviewed the documents you provided and based on that information I have issued a refund of $111.38 to your credit card. Please allow up to 7 business days for the refund to post to your account. 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: 06/14/2024

   
  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.
  
  Sincerely,
  
  ***************-pierre

• Initial Complaint

  Date:06/11/2024

  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 made a reservation ( confirmation # K8470649517) through an online 3rd party (Expedia.com)for a car rental at the ************** location for 5/21/24 10:30am through 5/24/24 10:30am. The total for the rental was to be $154.44; $100.98 I paid at booking and $53.46 was to be paid at time of pick-up. Due to flight changes I arrived 3 hours early to the rental counter. Upon arrival I asked the staff there if there was anything that could be done to take the car early. The person helping me asked if I was a "Blue Chip" member and told me if I were it was no problem I could go ahead and take the car early without being charged anything additional to which I told her I was and gave her my Blu Chip #. After I had left the rental location, I received an email with what I assumed would be the a receipt for the $53.46 to be paid at pick up, but instead was a new rental agreement (#*********) indicating I was being charged for an extra day with an estimated additional charge of $149.31. If that wasn't bad enough, upon returning the car on the original 5/24/24 due date and before the 10:30 am return time, instead of being charged the $149.31 for an extra day, I received an email charging me for late charges in the amount of $299.57. I have spent the last several weeks exchanging emails with Thrifty's customer "service" people, all of which say that they couldn't do anything, even after I uploaded/provided them with all of the documentation needed to see they clearly made a mistake. To recap, Thrifty has charged me now $400.55 in total for what was originally booked at $154.44. It is my assertion that I have been overcharged $246.11 with no justification, not to mention the hours I have spent trying to reach someone to actually talk, compose emails, gather bills/statements etc.

  Business Response

  Date: 06/19/2024

  BBB Complaint# ********

  Rental record# *********

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

  After reviewing the customers ********************** agreement, we show that the customer was charged an additional tax. We have removed the fee in the amount of $42.40. The customers ********************** agreement has been adjusted to match the rate on their signed rental agreement. The customer will receive their refund within 5-7 business days. 

  Thank you for contacting us. 

   

• Initial Complaint

  Date:06/11/2024

  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 booked a rental car through Priceline with Thrifty Car Rental at the ***************. I paid in advance for the 3day rental, taxes and fees totaling $129.95. Upon check-in I spoke with the clerk and we denied insurance on the vehicle, we added a driver for an additional fee and added the fuel. The clerk advised that the additional driver required us to sign a receipt. She placed the receipt on the counter for my partner to sign and then flipped it over and placed it on the counter in front of me for signature. She then took the receipt and placed it inside a folder and wrote on the outside of the folder our car spot number and directed us for pickup.We returned the car without issue and were advised that a receipt would be emailed within minutes.The following day I noted a charge to my credit card in the amount of $457. I reviewed the receipt and noted that folded up inside the receipt was another receipt for additional charges that were not discussed or noted upon check-in and were hidden inside the folded receipt that the clerk had us sign. I attempted to contact Thrifty and the only option is to submit a "Contact Me" form on their website. I submitted my dispute and they replied 5 days later that I signed for the charges and therefore am liable. The charges were for Loss Damage Waiver (LDW) in the amount of $104.97, and Premium ************************** (PERS) in the amount of $29.97. These charges were never discussed, I specifically told the clerk I did not want any insurance and they deceptively hid these charges folded within the receipt which the clerk cleverly handled for our signature so we would not see it. I absolutely did not agree to these charges. This check-in process was very deceptive and turned my $130 car rental into a $450 car rental.I have attached pictures to attempt to show how the additional unauthorized charges were hidden inside the receipt that we were told we signed to authorize an additional driver.

  Business Response

  Date: 06/14/2024

  BBB Case# ********

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

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

  After review, we have provided a one time goodwill refund for the Loss Damage Waiver and ************************ charges. Going forward, the customer will need to make sure to fully review the signed rental agreement and advise the local team of any concerns prior to leaving the location. 

  Thank you for contacting us. 

  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.
  
  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.

  I rented a car from Thrifty at the ******************** on 4/26 for 3 days - rental agreement ********* on 4/26-4/28 at ****************** KY Upon returning, I made sure I fill in the fuel from a gas station and I have records to prove it I returned the vehicle on 4/28 with FULL tank and showed the lady as well who received it However the final bill I get shows I returned with 0 tank and they have charged me incorrectly for fuel surcharge of $166.94 I was charged a FUEL surcharge stating that the *** was EMPTY, which is completely WRONG.I contacted Thrifty via customercare email (ONLY EMAIL option is there) and it has been over 45 days since I have yet to receive my refund.They acknowledged that error was made, and a refund of $181.53 was processed on May 8, but was never initiated and has been waiting in QUEUE of THrifty for the last 30 days.I have contacted thrifty via email atleast ***** times and each time an incorrect status is sent back to me A person ************** from Thrifty customer service sent me the following email on May 30th (12 days back)"After reviewing your rental, I found the credit was not issued as indicated in our previous correspondence. I escalated this case to have the credit sent off, as it is still in the pending stage of credit. Please allow 710 business days for it to reflect on your account. If you haven't received the refund after the said timeframe, you may reach out to your bank. "I am reaching out to you to help resolve this issue, as I have no way to call anyone in Thrifty and email responses are completely incorrect and delay tactics used by them Thank you for your involvement *************************

  Business Response

  Date: 06/13/2024

  Complaint ID: ********

  RR#: 125116224

   

  Please accept my sincere apology for the delay in receiving your refund. The refund was completed today 06/13/24. Please allow 3-  5 days for the refund to post to your credit card. 

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/11/2024

  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 was 3-28-24 The representative entered incorrect information in the system, didnt explain When contract was asked to be signed. Reservation had been made online and was expected to be the amount listed online. When I realized what they did I brought it to their attention and they apologized and said they would fix the contract and rate. I was given another final receipt of expected charges if nothing else was added and car was returned on the expected date in the same condition as it was. Once returning the vehicle Thrifty still charged my card the original incorrect amount. When I tried to contact by phone, it is impossible as they have a call center overseas they cannot help. They direct you to a website that is no help and you have no choice but to email. It takes about 2 weeks to get a response stating the same information even though *** sent numerous emails including the final corrected receipt entered and created by their employee and they still Will not honor it. All I want is a credit of the difference which is correct in the amount of $353.40.

  Business Response

  Date: 06/13/2024

  Complaint ID: ********

  RR#: 109639703

   

  Upon reviewing our records, I confirmed your name is not listed as the primary renter or as an authorized operator. Our privacy policy prohibits discussing the details of a contract with anyone other than the renter; therefore, the renter must contact us directly or give authorization for this matter to be discussed with you.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21832237
  
  I am rejecting this response because:

  I am an authorized operator as per your rules I am the spouse and dont have to be on the contract. Although I did not utilize the vehicle but per your rules I could have. The card you are billing is my card and kendris is an authorized user. 
  
  I also have my spouse giving permission to speak on his behalf.

  what proof do you need to proceed? 

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/17/2024

  RE: BBB Complaint # ********
  
  Dear ***** and *******,
  Thank you for reaching out to us regarding this billing complaint. I am sorry that the discount was not applied properly to your rental agreement. I have requested this amount to no longer be direct billed to you. Your Thrifty Care Case number is 22529434. I appreciate you bringing this matter to our attention for correction. Please let me know if there is anything else we can help you with. Have a great day!

  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:06/10/2024

  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 5/18/2024 my daughter and I both rented cars from thrifty car rental in the *****************************. The only option we were asked was vehicle choice. Upon getting our final receipt after vehicle drop off we were charged for insurance we didnt agree to. And when trying to contact thrifty we find out you can only contact via email. Theirs is no way to speak to a representative. I have since sent two emails to which Ive gotten no response. It was $79 per vehicle which doesnt seem like slot but we were never told of this charge. We declined it at the time of reservation. And were not notified by the desk agent that it was going to be added. Ive also seen quite a lot of complaints online for the same issue. Makes it easy for them to not deal with customer issues if you dont have to talk to the customer.

  Business Response

  Date: 06/12/2024

  Complaint ID: ********

  RR#: 147608532

   

  I apologize for any misunderstanding regarding your charges. A review of your attached signed rental agreement indicates you did sign and agree to the ******************* Supplement (***), however in the interest of customer service I have issued a refund for the *** in the amount of $87.87 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  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: 06/19/2024

   
  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:06/09/2024

  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.

  tal Agreement No: ********* Date: 06/07/2024 Document: ************ I rented through Hotwire and got the thrifty rental it stated that it would be a mid size or better car. Unfortunately when I got to Thrifty they told me that I had chosen an electric car, then I had to pay 25 per day for an upgrade if I didnt want the electrical car. While the rental had already been paid for through Hotwire. I paid Hotwire 145 and then thrifty charged me ****** ( with a credit card authorization of 387) for the upgrade. Basically I ended up paying twice the rental price, just because the associate whose face looked very suspicious when she told me that I had gotten an electric car, so that she would help me out with the whole process of getting rid of the car. Finally, my return date is the 6/12 and on the 6/6 I got a return receipt charging me 25. I havent even returned the car yet.

  Business Response

  Date: 06/12/2024

  RE: Complaint # ********
  
  Dear ******************,

  Thank you for reaching out to us regarding the upgrade fee being charged in addition to your contract being closed prematurely. I have processed a refund for the rental record 157425402 for the full amount you were charged of $24.14. Your current prepayment is applied to your current transaction, rental record *********. This rental is not being charged for an upgrade fee. Please reach out if there is anything else we can help you with today.

• Initial Complaint

  Date:06/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental Record: ********* Purchased a rental car on 5/22/24 through Expedia, paid $121.01. The rental vehicle damage coverage and emergency assistance was included in my purchase through Expedia. I picked up my rental car on 5/22 from the ****************************************. They went through the agreement and since I purchased everything online, I provided my credit card for incidentals or fuel charges if I didn't fill the tank upon return (or so that's what they claimed). The receptionist with Thrifty made it seem everything was good to go and your basic pickup. I came to realize they tacked on rental vehicle damage cover and emergency assistance again, charging me an additional $183.89. I refuse to pay for double coverage. It is also no surprise that I had the exact same issue on this trip with my rental through Hertz, who owns Thrifty. It is no wonder your BBB scores are 1/5.

  Business Response

  Date: 06/12/2024

  Complaint ID: ********

  RR#: 149718800

   

  Thank you for contacting us. Please accept my sincere apology for the billing dispute. I have issued a refund for the Loss Damage Waiver (LDW) and Premium ************************** (PERS) in the amount of $173.33. Please allow up to 7 days for the refund to post to your account. Please be advised the remaining amount of $10.56 is for the extra hour as the vehicle was picked up 05/22/24 at 1:15 PM and returned 05/24/24 at 2:11 PM.

  Please be assured your experience will be shared with the appropriate management for internal review and any necessary corrective action. 

• Initial Complaint

  Date:06/07/2024

  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.

  Date of the transaction: 4/28/24-4/3024 $122.37 paid accepted FPO **************** person explained that we will have a monetary refund of any unused fuel Account #********* User ID; 3990 When car was return ********************** company did not provide refund We filed customer review but the company did not contact back

  Business Response

  Date: 06/13/2024

  Complaint ID: ********
  ********************** RR#: 126285412

  This correspondence is being sent in response to a query made by *****************. Thank you for allowing us the opportunity to review your concerns. 

  I regret any misunderstanding regarding the Fuel Purchase Option (***).  This option allows the customer to purchase a full tank of fuel at the time of rental.  Customers choosing this option should return the vehicle with as little fuel as possible since there are no refunds for fuel remaining in the tank.  This is specified on Page 2 of the rental contract which has been attached for your review and record. 

  Unfortunately, we are unable to recreate a verbal conversation between customers and our representatives at the ********************** counter; therefore, we must base our decision on the documentation which shows the *** was accepted and signed for. 

• Initial Complaint

  Date:06/07/2024

  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 Car Rental on 3-17-24 from the **************************. On 3-22-24 I called them to let them know I was having battery issues. They asked me to purchase a new battery and I would be reimbursed for the cost.I have called them numerous times and I have not been paid to date. I have emailed them at least 6 times and called at least 6 times. They asked me to send them a copy of the receipt in PDF form, which I did today. They responded back that I am not due a refund. My rental ID # is *********. I will upload some information below as well as a copy of their last email to me.My case number is Thrifty ************* Case # ********

  Business Response

  Date: 06/13/2024

  Complaint ID: ********
  ********************** RR#: 103693634

  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 inconvenience or difficulties caused when the vehicle provided to you experienced mechanical issues during your rental. All Thrifty vehicles are to be thoroughly cleaned, serviced,and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary. 

  After careful review with our ****************** Services (ERS) team and your rental history, we have processed a refund of the battery purchase costs to the charge card on file. The refund of $233.48 was processed today, but will take up to 5-7 business days for the funds to show on your billing statement.