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

  560 Northwest Expressway Oklahoma City, OK 70132

• 

  Thrifty Car Rental

  1 Airport Blvd Bentonville, AR 72712-7162

• 

  Thrifty Car Rental

  2430 Airport Blvd Pensacola, FL 32504-8975

• 

  Thrifty

  375 AIRPORT RD Worcester, MA 01602

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:06/07/2024

  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.

  On *** 25th, 2024 I called to extend my rental because I was still out of town, due to the fact the manager *** and I had a misunderstanding that morning in which I did not disrespect her in any way. *** maliciously put a note on my account *** ********* before leaving work midday(not to extend my rental.) My rental wasn't due back until 9:30-10pm that night. None of the employees were unable to extend because of ***'s note in the system and said to call back on *** 28th,2024 when *** the manager returned. She returned 3 day later *** 28th,2024 and when I questioned her why I wasn't able to extend, she claimed the rental was sold and that my credit card was ran multiple times which my credit card company and I can contradict. She charged late fees, as well as she had the car towed and tried to charge me the tow fee. This is her fault as well as her bill due to the fact she placed that note on my account before my return time ay 9:30-10pm on the 25th of *** also, she did not return back until 3 days after the rental was due. I have voice recordings of our conversation as well as a voice recording with my credit card company contradicting her lies. I do not mind paying for the days I had the rental but I will not pay any late fees or tow fees because this was soley her fault, she abused power.

  Business Response

  Date: 06/19/2024

  Complaint ID: ********
  ********************** RR#: Y62956224

  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 recent rental with Thrifty in *************  This Thrifty location is an independently owned and operated licensee franchise location. As such, the owner of the location processes their own billing and invoicing. In addition, the owner purchases, insures and maintains their own vehicle fleet. Upon receipt of your concerns, we immediately notified their offices of your concerns and requested assistance. We have been unable to confirm with their team about the status of your concerns or any refunds that *** be warranted. 

  Therefore, as a gesture of customer service, we will be submitting a manual credit of $900.00 to the charge card originally billed. As the rental invoice was generated at a licensee location, we do not have full access to your charge card number in order to process the credit. Please contact our ************************** team at ************ to provide your full charge card number and expiration date. When calling, please reference Case# 22452877. 

• Initial Complaint

  Date:06/06/2024

  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 Friday, May 31st, I arrived to Thrifty to pickup a pre-paid reservation. The first representative told me there would be a hold until the rental was returned, in which I was unaware, as the vehicle was reserved through Priceline. Priceline didn't notify me of a hold so I was unprepared. The representative tells me that I couldn't use a debit card because the rental was reserved with a credit card. I reminded her that the rental was prepaid, and then she proceeds to allow me to reserve with my debit card. Prior to that, she attempts to try to sell me a toll pass in which I declined. Well, I return the rental on Tuesday, June 4th. I went inside to inform the rep that I went through tolls. She asks me, "How many did I go through?" I responded that I did not know but it was only Sunday morning to and back from church and Sunday evening to and back from church. So, I'm waiting at the counter for her to tell me what their toll price is and the next thing I know she is handing me a receipt. I didn't have time to review it because my husband, 1 year old daughter and me are trying to catch the shuttle to get to our flight. When I get on the shuttle is when I realized she charged my debit card $14.99 per day for 5 days! The cost came out to $95.77. I checked my bank account and they'd rounded the price to $96.00. I'm like what the heck! First off, the tolls weren't that high. Secondly, I remembered I went through a toll on Monday night back to church and home and still the tolls weren't that high and then to charge me for 5 days when I only went through tolls a day and a half is absurd! Not only that, she didn't tell me that I could be billed nor did she give me a price for the toll pass. She simply ran my card and handed me a receipt. I want a full refund, and I will contact the tollway myself and pay whatever my bill is.-Lying -Deceit -Offering a service to a customer in front of me but not me (heard the whole conversation)-Authorizing my card without consent

  Business Response

  Date: 06/11/2024

  BBB Case 21814324 
  RR No: 154415306 
  
  This is a response to ****************************************;
  
  I apologize for the difficulties and confusion. As a gesture of goodwill, I have issued a refund of $95.77 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: 06/12/2024

   
  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:06/06/2024

  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 ****** Altima from June 3-6, 2024 and before returning the vehicle i refueled the vehicle to full at a gas station 1.2 miles away and returned the vehicle directly back to the rental car location. Upon receiving my emailed receipt i noticed a $41 charge for fuel for 4 gallons of gas. After seeing the charge i immediately called thrifty and get to an automated message informing me that a receipt is required for the fuel to receive a refund. It seems as if thrifty automatically charges for fuel regardless of the fuel level banking on most people will not request a fuel receipt and steal peoples money

  Business Response

  Date: 06/13/2024

  BBB Case 21814187 
  RR No: 156279616 
  
  This is a response to *********************;
  
  I apologize for the inconvenience. As a goodwill gesture, I have removed the fuel charge to issue a refund of $40.95 to the card on file. Please allow up to 7 business days for the funds to post to your account. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Thrifty at ********************** on 5/18/2024, with unlimited miles. *** rental rate was $37.27 per day for 2 days, with an estimated total charge of ****** including service charges and taxes. (I didn't even expect to pay this much for a 2-day rental).I returned the car on 5/20/2024, made sure to fill up the gas tank, prior to taking a flight back to *********Several days later, I looked at my credit card ********** ************************ has charged me over $728. No calls, no explanation. I was able to obtain a receipt from their website, which was totally different from my original receipt, with a rental rate of over $100/day & a $400 charge to wash the outside of the car!!! ***re was no cleaning fee listed on my original contract. I have tried calling the company, but there is no customer service line available. ***y sent me an email but no one has called me:"Thrifty ************* Case # ******** Thank you for contacting us. We appreciate the opportunity to review your concerns.We apologize for the inconvenience and the delayed response. Regarding your concern, we are seeing where you are being charged $400.00 for a cleaning fee. As stated in the Terms and Conditions, if the vehicle requires more than Thrifty's standard cleaning on its return, Thrifty may charge the customer for the actual costs incurred to have the vehicle cleaned. A credit of $400.00. Your business is appreciated, and we look forward to being able to serve you again. Yours sincerely, ********Thrifty ******** Services **************************************"Better Business Bureau, please help me resolve this issue. I've never experienced this level of crookery in all my years of renting cars! I've rented cars many times before even for a week or more, and they've never charged me such exorbitant fees.Your expedient attention/help in this matter would be greatly appreciated.

  Business Response

  Date: 06/14/2024

  Complaint ID: ********

  RR#: 147458393

   

  Please accept my apology for the billing dispute regarding your rental from Thrifty *********, **. A review of our records indicates our **************** team issued a refund of $600.17 to your credit card on 06/12/24. 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.

• Initial Complaint

  Date:06/05/2024

  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 not clearly disclosed fees being charged. I prepaid for a car rental. Then was told I should get coverage at the counter. I chose the cheapest one and was not told the total fee amount when I asked how much it was. Then they added a "concession fee" and a "premium roadside assistance" fee that they did not disclose to me at that counter. These totaled $60 on top of the $140 they charged for the coverage. Thrifty was not honest about any of these charges.

  Business Response

  Date: 06/10/2024

  BBB Complaint # ********

  Rental Record # 154049873

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

   

  I appreciate the opportunity to review your concerns. The concession fee recovery in the amount of $19.99 is a mandatory fee to reimburse Thrifty for concession fees paid for each rental at this location. You were charged Loss Damage Waiver coverage for $139.96 and Premium Emergency Roadside Assistance for $39.96. Upon reviewing your rental contract, I confirmed that charge was listed and signed for at the time of rent. Therefore, the charges are valid. I do understand this is not the outcome for which you had hoped. However, based on our thorough review of this matter,no adjustment is warranted. 

  Thank you for contacting us. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21808656
  
  I am rejecting this response because:
  While it is clear you are not going to remedy this situation, I would like to make it clear that I did NOT sign a detailed form where these items were broken down. I signed a little black pad and nowhere were these fees clearly shown until a receipt was sent to me. Your agent never showed me a screen or form with these fees clearly explained. I have read enough reviews/complaints about your company to know your agents don't practice honest business behaviors. You can keep your money, at this point I would rather just see your company suffer by having honest information in the consumers hands. 
  Sincerely,
  
  *******************

  Business Response

  Date: 06/13/2024

  BBB Case 21808656
  Rental Record 154049873
  
  
  This is in response to *********************, 
  
  
  As a one-time goodwill gesture, a partial refund in the amount of $92.44 should post on the billed credit card within the next 7 business days. On future rentals, if possible, please review the rental agreement before leaving the location. If you have any questions at that time, please bring them to the attention of the agent. 
  
  
  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:06/05/2024

  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.

  Rented economy car for 4 days. I was quoted $119.00 for 4 days. Instead, I was charged $555.10 Although I have many disputes about this bill, such as charging me $14.00 a gallon for gasoline that cost **** $4.99 a gallon, my BIGGEST dispute is their charging me $400.00 to wash the outside of the ****** Versa I rented! WHAT? It rained the whole time I was there, I was only on paved roads. the car was not dirty. These people are unabashed thieves. I can't reach a live person at their 800 number and I cannot file a complaint with them on their "contact us" website because non of the choices to start an inquiry mention disputes, so you cannot advance on the form to file anything. I want a refund of $400.00 ASAP

  Business Response

  Date: 06/10/2024

  Complaint ID: ********

  RR#: 129104415

   

  I apologize for any misunderstanding regarding your charges. Please be advised per your signed rental agreement you were charged the refueling rate of $11.97 per gallon for the missing fuel. In regards to the $400.00 cleaning fee, please be advised this was assessed due to evidence of smoking in the vehicle, which included a cigarette **** being found in the vehicle. Based on your signed rental agreement you were correctly charged, therefore no adjustment is warranted. 

  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. 

• Initial Complaint

  Date:06/05/2024

  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.

  May 27,2024 date of occurrence/report.. Amount paid for car rental was $ ******. Upon taking of car rental no one was around to allow a departure inspection. Plus the Newark covered garage is not conducive to seeing all the nicks, dings and smudges on a rental. Lack of sunlight and minimal artificial light. Just received instructions to walk to slot # and take the car. In previous rentals and other locations there is someone available to do a exit inspection. There sure was an inspection clerk available when I returned the car. Claim is a ding in window is my responsibility. I challenge, disagree and question their request for my insurance info to seek a claim or request I pay. That tiny smudge as I thought as i hit the sun light was a dead bug and I began to clean the windshield immediately once out of the garage, with in 500n feet or less.

  Business Response

  Date: 06/13/2024

  Complaint ID: 21806816
  ***************#: 150742476

  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 or confusion caused by the damage claim filed on your rental. We have reached out to our *************************** team for their full review and assistance. We have since received their response that the claim was closed on 06/11/24 and you will not be held liable.  We are pleased to see their offices were able to provide assistance. 

  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:06/05/2024

  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.

  BBB *************************************************** Re: Thrifty Car Rental, ***********************. Ref. No: ******** Rental Agreement #: ********* Dear BBB,I hope you could assist me in this dispute about the return date of a rental car.I rented a Thrifty car in ***********, ** around 16:00 hours on May 9, 2024. I got involved in an accident about half-a mile from the rental station and the car was towed back the same afternoon to A&M ********** whose location was adjacent to the rental location. I filed the incident report with Thrifty agent ****** (ic) ******, who told me I could leave after completing the report. He was aware of the cars location. Nothing happened until May 22 when ***************************, the ***** Vehicle control representative from ******** frantically called and asked me for the location of the rental car. I told her the car was in the Albuquerque A&M towing lot.Since that time, two Thrifty ******** services wrote to me arguing that (see ******** representative ************* vehicle was towed in late on May 22, 2024. Wrong. It was towed in on May 9. Attached is the Police report that states the rental vehicle was towed back to the car rental facility on May 09-2024 (see police report).2.the ********************** was not contacted. I tried to contact the **** but it was not helpful. I had to return to Thrifty Rental service and was glad to have ************************* help me fill out the Hertz/Thrifty incident report on 5-9-24 (see incident report). 3.What happened between 5/9 and 5/22 is not known, although it appears Thrifty was not working hard on looking for the car. Now Thrifty is blaming me for returning the car late and charges me $700+ as a late return fee. I would argue that the car was returned to Thrifty on 5-9-2024 and Thrifty failed to follow up with the car.Sincerely,*****

  Business Response

  Date: 06/10/2024

  Complaint ID: ********
  ********************** RR#: 142498182

  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 or frustration caused by the charges billed on your rental. Please note, as stated in the Terms & Conditions of the rental contract, the customer is responsible for the ********************** and incurring charges until the vehicle is back in Thrifty's possession. While we understand a police report was filed after the accident, our records do not confirm an *** report was made. While in some cases police will contact Thrifty to report a vehicle was involved in an accident and towed as a result, they are in no way obligated to do so.  In this case, when the police report was filed, the police did not contact Thrifty to notify us of the location of the vehicle. 

  In these cases, it is the customers responsibility to follow up with the branch and our *** team in order to advise us of where the vehicle is located. The Vehicle Incident Report that is on file only states "hit a truck" and does not specify who the vehicle was towed by. There is no *** case for this rental or vehicle which suggests that *** had not been contacted by yourself or the police. The vehicle does not have GPS equipped and without GPS or the *** report, our branch had no way of knowing where the vehicle was impounded after the accident occurred until we received notice via the US Mail. This is common with accidents in that police will have the vehicle impounded rather than towed back to the registered owner. 

  The vehicle was recovered and towed back to our Thrifty offices on 05/22/24 by ****** towing after being recovered from the impound lot. Per the impound pickup invoice provided by ****** which is dated on 05/22/24, we show the pickup location address belongs to A&M towing.  Therefore, we can confirm A&M towing did not tow the vehicle to our offices after the accident occurred. 

  Unfortunately, as the Loss Damage Waiver (LDW) or other coverages were not opted into at the time of rent, the loss of use and impound fees are your responsibility. 

• Initial Complaint

  Date:06/04/2024

  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.

  Rental - ********* On my last rental out of **********************, my flight got delayed and landed at 12:36 am. Thrifty and Hertz just closed their counter and stranded everyone at the airport including us. It's in Thrifty/******* policy in case of delay to wait till the last flight lands. I expected at least someone at the exit gate to let us out. As a result of this we had to incur $200 in Taxi expenses that night just to get to our place 45 miles away from the airport and back next morning. Upon arriving next morning your Thrifty/***** agent did not know how to add an additional driver. Not only I got ripped off of 1 day of rental cost, your agent was laughing at the fact he didn't know how to do his job. Worst rental experience i have ever faced.

  Business Response

  Date: 06/07/2024

  BBB Case 21803790
  Rental Record 142638075
  
  
  This is in response to Harsh Gosar, 
  
  
  In order for a location to accommodate a delayed flight, the airline and flight number must be on the reservation. Your reservation was booked for a 10pm pick up and did not include the flight details. By the rental being picked up the next morning and dropped off later than the pick up time on the return day, it is still considered a 3 day rental. Regrettably, there is no refund warranted for this rental. 
  
  
  Thank you for contacting us. 

• Initial Complaint

  Date:06/04/2024

  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 vehicle from RSW on May 29th (rental record #: *********) and they charged me for fuel. however, I filled the tank and it was full at the time of return. there was no one there at drop-off point to verify things on the spot. the fuel guage was full when i returned it. I had filled the gas at the nearby gas station right before dropping it. it is very disappointing that even after filling the tank, I got charged for fuel. I barely had the vehicle for the day. i have lost all trust in thrifty. never even will i rent from a company who cannot verify thing upon return with my presence. unfortunately, no it's their word vs mine.

  Business Response

  Date: 06/18/2024

  Complaint ID: ********
  ********************** RR#: 153115841

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

  Our records show you were in contact with our **************** team regarding the additional charges billed. We show a refund was processed on 06/09/24 and have attached a copy of your updated invoice for your review and record. We are pleased to see they were able to assist with resolving this matter.