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.
443 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:05/30/2024
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 want to bring to your attention an unfortunate experience I had with a recent Thrifty (Hertz) rental car reservation made through Priceline for my elderly father. After completing the transaction, I accompanied my father to the airport to pick up the vehicle. However, upon waiting in line for nearly 45 minutes, we were informed that the reservation was not in Thrifty's system for at least 12 hours, preventing us from picking up the vehicle.I promptly contacted the Thrifty customer service number, where the staff member seemed unfamiliar with the protocol I had been given and requested to speak to a staff member from the Thrifty pick-up booth. After waiting an additional hour and a half in line, the manager announced that no cars reserved on the same day as pick-up would be honored. She explained that she did not have a car to provide because others had made their reservations weeks in advance. Furthermore, she stated that reservations must be in their system for at least ******************************************************************************************** make a same-day reservation and drive off with a vehicle while my father left with nothing. I expressed my dissatisfaction to the staff member, who responded in a rude, dismissive, and unapologetic manner. I requested to speak to her superior and expressed my concerns about the lack of professionalism among the staff under his direct care.It is important to consider that flights and reservations often change, and it is concerning to inform a customer from another state that the company is unwilling to accommodate them in any capacity. Not only did we leave without a car, but we were also charged the total price as if the rental had been picked up.I hope that this feedback can contribute to improvements in customer care, especially for elderly customers. Thank you for your attention to this matter.
Business Response
Date: 06/03/2024
Dear *********************************,

I truly regret the inconvenience this matter has caused you, and I appreciate your feedback.Please be informed that it is in accordance with our Terms and Conditions, that same day reservations are treated as a walk-in.

Our local management makes every attempt to provide our customers with a vehicle they booked for; however, during our peak season this may not be possible. Whilst we do state that a vehicle from the class booked will be available,regrettably, we cannot guarantee a specific make or model. When booking a reservation whether this is booked online, through our app, over the phone or with a third-party vendor the booked reservation is securing the rate quoted at the time the reservation is made, this process is not a legally binding contract. On rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals,damaged vehicles etc.

Please be assured your comments have not fallen on deaf ears, we will be utilizing your feedback to make the necessary corrections needed to better serve our customers.

Thank you for contacting us.
Customer Answer
Date: 06/03/2024

Complaint: ********

I am rejecting this response because:
I appreciate the acknowledgment of my complaint. However, I am still awaiting a resolution regarding the refund for the rental that was not provided. I hope that efforts will be made to inform future clients of the possibility of such incidents occurring so that others can avoid the same unfavorable experience my father and I faced.

Sincerely,

*********************************
Business Response
Date: 06/07/2024

BBB Complaint: ********
This is in response to *********************************.
Thank you for reaching out regarding the booking made for your father. I do apologize for this continued inconvenience. As this rental was prepaid through Priceline, any refunds will have to be issued through their service.
Thank you for allowing me to assist.
Customer Answer
Date: 06/07/2024

Complaint: ********

I am rejecting this response because:

There seems to be a misunderstanding between Priceline and Thrifty regarding the issuance of the refund. Priceline advises that the refund should be handled through Thrifty, while Thrifty states that it should be processed via Priceline. I have communicated my concerns to both parties to ensure that my request is addressed appropriately. I would appreciate your guidance on how to proceed in this matter.

Sincerely,

*********************************
Initial Complaint
Date:05/30/2024
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 rented a car on 4/25 at Thrifty Car Rental located in the *****************************. The cost of my rental should have been $439.27 with a $500 deposit. So there was a hold for $939.00 placed on my card. Upon return there should have been no additional charges to my card outside of a $140 charge for not filling up the tank. However the day after the rental was returned I was charged $550 on the receipt for something defined as outside wash. I've reached out by phone to no avail. They forced me to send a complaint form via email. It has been over 30 days them no response. My money has been stolen and they have very unfriendly customer service. I want my funds returned. The fact that no one questioned something labeled outside was for $550 is insane. I want my money returned including tax and inconvenience. Attorney General yet
Business Response
Date: 06/06/2024
Complaint ID ********
********************** Agreement Number 124398046

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

I regret the inconvenience this matter has caused you. After review of our records I am showing you were billed $500.00 for a cleaning fee.

I have refunded the $500.00 cleaning fee in the interest of customer service. Please allow 5-7 business days for funds to post.

Thank you for allowing me to address your concerns.
Initial Complaint
Date:05/29/2024
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 made a reservation on the app for a Managers ************** Versa or simular. We made these reservations before getting the managers special, never had an issue.. When I arrived I was given an electric vehicle. We know nothing about EV. We asked why and stated that's all they had available. If we wanted a gas vehicle we would have to upgrade and pay 80 additional dollars per day. We had planned this vacation for months. We had to take what we got. We asked for all the information we got about an electric vehicle. I felt the amount of education and guidance we received from the employee was lacking. They should be somewhat knowledgeable about electronic vehicles before sending out first time users. We we told him we were heading to ********* he said we would probably have to charge the vehicle before arriving. This was the most horrible experience. Our trip should have taken 6 hours according to GPS. It took about 10 hours.a full charge got us a out 219 miles give or take. An 80% charge took anywhere between 30 mins to ********************************************************************* cities you are unfamiliar. We had to make 3 of these. Each one placed a hold on my bank account for 50$ we lost the first evening of our trip. We had to figure out how we would are it back if each charging would be 50. The total cost of the charges would avg us 8-26$ Now are unable to attend a performance we were looking forward to because we now have to leave earlier then expected because we have no idea how long it will take to get home. 12 hours. Plus the service engine indicator came on after the 5th charge and remained on till return. I called customer service to ask how I missed this option of an EV and how it could even be comparable to a gas vehicle. He stated it is not on the app. The only way to know would be to call. Had I called they would've had to give us a gas car. Requested supervisor call lost. 3 calls later, a days credit is not fair. I feel
Business Response
Date: 06/01/2024
Complaint ID: ********
RR#: 150930135

Thank you for contacting us. I apologize for your dissatisfaction with the vehicle you were provided. When reserving the "manager's special" the vehicle provided is based on what they have the most of. The vehicle can be any vehicle from the fleet it just has to seat at least 5 people, have 4 doors, and be automatic transmission. This option is not the best option for all customer's. I apologize for any inconvenience you encountered and thank you for your feedback.
We respectfully decline your request to refund your rental as you did use the vehicle for your full duration of your rental.
Customer Answer
Date: 06/03/2024

Complaint: 21772087

I am rejecting this response because: I was told by a representative ****** on Tuesday I should have been given a gas car. Once asked to speak to a supervisor I was disconnected. This happened 2 more times. Events of this vacation were missed because of this electric vehicle. I had no way to prepare for this. No where on your website does it indicate electric vehicles are an option. I was assured of this with all representatives I spoke to. This is valuable information your customers need. Ive never been given an electric vehicle before. I do not feel this reservation was honored. Had I missed this information I would understand. It was a horrible experience.

Sincerely,

*************************
Business Response
Date: 06/07/2024
BBB Complaint:21772087
RA: 150930135
This is in response to *************************.
I regret you have found our previous response unsatisfactory. I do apologize for any misunderstandings that have occurred regarding our Manager's Special rental option. As previously stated the manager special is the most abundant option available in the fleet at the time of rent, and does include electric vehicles in the options as they do meet the criteria. With this in mind, we do view all charges as correct for this rental.
However, as a one-time gesture of goodwill and apology for this inconvenience, I have refunded $50 off the total rental costs of $222.25. Please allow 5-7 business days for this to reflect.
Thank you for contacting us.
Customer Answer
Date: 06/10/2024

Complaint: 21772087

I am rejecting this response because: we lost out on an important event of our vacation, due to holds on our funds for charging station recommended by your employee. They held 100 extra dollars of our funds till the following Wednesday. Our travel time was doubled due to requirements to charge every 200 miles. **** driving out of route to find charging stations that were operational. This is by no means comparable to a gas car. Our trip home alone took 12 hours. None of which was traffic related. Why was I told a gas car should have been honored? I was told by representative ****** on Tuesday May 28 around 9 am. Not to mention we were not given adequate instruction on the electric vehicle. We were heading into the desert and were told we would need to charge once before arriving in *********. We were not informed that using air conditioning, lights, gps, charging phone or using stereo uses the charge of the car. Also the fact the check engine light was on for a majority of the ride home and about an hour and a half before Fresno what we assumed was the tire pressure indicator came on as well. We were unable to fully identify it in the manual. Then upon our return, the lack of empathy and acknowledgement of my concerns for not only myself but other customers from the manager at the return desk was condescending and lacking in customer service. I will never do business with your company again. We have rent numerous times and have never had such a horrible experience. I never thought a car could cause so my stress and anxiety as I experienced this trip. Again electric vehicles are no where stated as an option on your app.

Sincerely,

*************************
Initial Complaint
Date:05/29/2024
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 Rented A Car From Them And Their Giving Me The Run Around About Giving My $200.00 Deposit Back I *********************** Number And Their Just Giving Me The Run Around They Gave Me A Web Sight That Doesn't Even Exist I Returned The Vehicle In Very Good Shape There Is No Reason Why I'm Not Getting My Deposit Back
Business Response
Date: 06/01/2024
Complaint ID: ********
RR#: 142282770

Thank you for contacting us. Please be advised your $200.00 authorization hold was released from our system on 05/13/24 when the final charges were settled. Please note the hold simply released and is not deposited back into your account as it was only being held. If the amount is still holding on your account you will need to contact your financial institution for assistance.
Customer Answer
Date: 06/04/2024

Complaint: 21757083

I am rejecting this response because:

Sincerely,

**********************;
Initial Complaint
Date:05/28/2024
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.
Improper billing/over-billing ad unable to reach company representative able to address or correct issue despite, phone calls, e-mails and complaint inquires to website. Rented car thru Thrifty Rental Car as part of a Travelocity flight+car package. Picked up and return car per contract from ***** FEB for friends wedding weekend. Upon return of car to Thrifty Car return, staff was limited and extremely backed up checking in cars. Was directed by staff to leave keys in car and staff would e-mail receipt. Needed to catch flight and could not wait for Thrifty staff to address back log. Departed per original itinerary 25 FEB. On or about 27FEB, Thrifty staff contacted me by phone asking to return the car. Stated car was return on time and staff member on phone stated that odds are the car return staff never re-scan the car into the system which never closed the contract and that it should be an easy fix. Two days later received same call which I restated car was return on time. Additional sent inquiry via website. Later in week, received letter stating to return car which I called contact number and again restated, car was returned on time per contract. 2 weeks later was charged additional charges of $1592.50 for 10 days with additional charges which I disputed through bank. Bank mediated and upheld I did not need to pay. (This could have been that my bank also receive no human response from Thrifty and decided not to uphold charges due to no response). May 28 received invoice stating we still owe $1592.50.Since we are unable to reach any responsive human at Thrifty and their system seems to be on auto pilot with billing, we need help trying to revolve.Rental Agreement: *********
Business Response
Date: 06/06/2024
Complaint ID ********
********************** Agreement Number 981563693

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

I regret the inconvenience this matter has caused you. After review of our records, I adjusted the late fees accrued on this rental. For the daily rate, Loss Damage Waiver,AAO fee, and the upgrade fee, along with additional fees and taxes in the total amount of $1307.56, with an amount due of $284.94.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 06/06/2024

Complaint: 21771201

I am rejecting this response because:
Appreciate you taking time to work towards correcting this issue and $284.94 is way better then an outrageous $1592.50, however we are not paying Thrifty for mistakes on billing.

Im more then willing to pay exactly what we owe for the services we agreed too and services received. Im not sure where the new $284.94 is coming from.

Car was paid for in full, in advance as part of the Travelocity package.

Only additional charges we agreed to was an upgrade at the counter because, upon check in, no car was available and we had to get a wedding rehearsal. So we agreed to an electric upgrade that was available immediately and was told it was a marginal daily increase in the range of $10-20 daily. Believe we agree to an additional fee to have my wife as a second driver. Not tracking any other charges or fees we should owe $284.94.

And again, we returned the car on time and charged, per the itinerary, which was the only way we made our flight. All we want is the correct bill (itemized so we understand it) and be done with this.

Sincerely,

*****************************
Business Response
Date: 06/11/2024
Complaint ID ********
Rental Agreement Number 981563693

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

After further review I have removed the 2 days of rental being billed as this was covered per your prepayment. There is now a balance due of $156.00 for the addiitonal driver's fee and the loss damage waived plus tax.

Thank you for allowing me to revisit this matter.
Customer Answer
Date: 06/12/2024

Complaint: 21771201

I am rejecting this response because:
Again, thanks for working this to get to a resolution.
Only outstanding issue is that I never discussed or asked for additional insurance for this car as our personnel car insurance covers rental cars. Only asked for car upgrade because we could not wait for our reserved car to be available and for the additional driver.
Have a feeling this was an auto add in to increase the margin. Was in a rush and shame on me for not checking if it was in the contract.
Sincerely,

*****************************
Initial Complaint
Date:05/28/2024
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 bought my Audi from thrifty's car sale in ********** four weeks ago. The week that i had it i noticed a checked engine light was on. I called thriftys and took it in after they said it was not to be coming back on. The day i got the car back and took it home the engine light came back on but this time the engine was puttering. It died in the middle of the road. I called them again and had it towed over there. I called Audi to see if i could get them to fix it since the dealership said it was okay to do so. They also agreed to pay for the issues with the account name and number that they gave me. Now they do not answer my calls nor audi to try to fix the problem and get my car back
Business Response
Date: 06/19/2024
Complaint ID: ********
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 caused; however, the Thrifty Car Sales location in ********** is an independently owned and operated licensee location. As such, your concerns must be directed to their offices for assistance as our team does not have any affiliation with the location. We have provided the location contact details for your use: Phone ************** or by email at ************************************.
Initial Complaint
Date:05/28/2024
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 am writing to file a formal complaint regarding my recent rental experience with Thrifty at the ******************** on Friday, 5/24/2024. Rental Record#*********. TOTAL additional CHARGES ****** USD. After inspecting the vehicle assigned to me, I found no apparent damage and proceeded to depart. However, barely 20 minutes into my journey, I heard a deafening noise while merging onto the freeway. The sound and the uncertainty of its origin left me terrified and disoriented. To my horror, I discovered significant damage to the hood of the car, seemingly caused by a malfunction in the hood's hinge points. Understandably distraught and shaken by the incident, I immediately contacted Thrifty's emergency roadside service for assistance. claim #**********. While grateful that neither I nor any other motorists were harmed, I was deeply troubled by the ordeal and feared for my safety. The roadside service attendant offered an exchange for the damaged vehicle at a nearby Thrifty location. Upon reaching the Thrifty location at *********************, my distress only intensified. This bureaucratic runaround, coupled with the dismissive attitude of the manager on the 4th floor, only compounded my dismay.The lack of empathy or acknowledgment of the distressing incident from any Thrifty staff members was profoundly disappointing.Moreover, the subsequent overcharge for fuel upon returning the rental car on 5/26 further exacerbated my dissatisfaction with Thrifty's service. Despite diligently filling the tank prior to drop-off, I was billed for a full 13 gallons of gas.The manner in which this reservation was handled by Thrifty was wholly inadequate and unacceptable. The lack of accountability, empathy, and efficient resolution mechanisms has left me deeply disillusioned and dissatisfied. Rest assured, I will not be patronizing Thrifty in the future, and I will actively discourage others from doing so. I could have been seriously injured by this hood malfunction.
Business Response
Date: 06/05/2024
BBB CASE 21767760
RENTAL RECORD 151001675
This is in response to *******************,
I can understand how frightening this must have been for you. I am sincerely glad you are ok. Your rental has been refunded. You may see the refund post in two separate increments. $124.30 for the amount you prepaid and $234.22 after the pick up. It make take 7-10 business days to post on the billed credit card card.
Thank you for contacting us.

Customer Answer
Date: 06/06/2024

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:05/28/2024
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 had paid in full for a car rental prior to leaving for my trip. When I arrived, I accepted a "free" upgrade at the airport with an additional $100 cost. However, my issue is that I have now been fully charged for two reservations even though my original rental agreement #K84933101A9 for $166.00 was never honored. My actual rental record is #********* for $253.
Business Response
Date: 05/31/2024
BBB Case 21767365
Rental Record 151730703

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

Our records indicate you were not charged twice for the same rental. However, the attached Signed Rental Agreement (SRA) and receipt shows the additional charges are due to you accepting the ******************* Supplement (LIS). The vehicle was returned late as well. The rates run in 24 hour increments with a 29 minute grace ******* The vehicle was rented at 6:01pm and needed to be returned by 6:30pm to avoid any additional day or extra hour fees. I have adjusted your extra day charge to an extra hour charge of $33.11. You can expect to see a refund in the amount of $36.34 post on the billed credit card within the next 7 business days.

Thank you for contacting us.
Initial Complaint
Date:05/28/2024
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.
Please investigate Thrifty car rental agency at *****************************. **************** representatives are adding fraudulent charges to rental agreements and customer service will not refund the charges. I specifically told the customer service representative that I did not want an upgrade, but she charged me for an upgrade anyway which resulted in an extra $76 fee. She also lied and said that Thriftys gas was cheaper than surrounding gas stations so I should let Thrifty fill the tank instead of filling it myself. In reality, the price per gallon was three times higher than the surrounding gas stations. **************** said they would not refund the charges because I signed a rental agreement, but the signing process is on a tiny electric pad that doesnt have the full breakdown of the cost and they said the charge is only a hold on the credit card so I assumed I would only be charged the amount I originally expected. In the end, I paid almost double what I was quoted online due to the fraudulent charges. Reviews of the Thrifty at MCO also show that others have been charged unauthorized fees and upgrades, so Im not the only one. This seems to be a consistent issue with Thrifty and they need to be stopped.
Business Response
Date: 05/31/2024
BBB Case number: 21757632
Res ID or RA #: *********

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

I sincerely apologize for any misunderstanding regarding the Loss Damage Waiver and the fuel fee charged on your final invoice billed for your Orlando ******* rental. In a thorough review of our records, it was confirmed these were accepted and signed for at the counter upon pick-up. Additionally,the locations provide a copy of the customers signed ********************** agreement when they provide the keys to the vehicles. It is always recommended that customer review their signed ********************** agreements before leaving the location as the location can assist right there. The price for the fuel is also listed on page 1 of your signed rental agreement. With this information the charges are valid. I have attached a copy of your signed rental agreement for your review and records.

However, as a onetime goodwill gesture, I have issued a credit in the amount of $64.84 for half for the Loss Damage Waiver (LDS) and fuel you were charged on your final invoice billed. This credit was processed back to the credit card on your account, please allow 5-7 business days for processing.

Thank you for contacting us.
Customer Answer
Date: 06/09/2024

Complaint: 21757632

I am rejecting this response because the Thrifty representative didnt even bother to read my complaint. I did not say anything in my original complaint about the Loss Damage Waiver. My complaint was about the upgrade that I specifically asked the representative not to add and the lie regarding the fuel costs. Apparently the Loss Damage Waiver is such a common issue that you assumed that was my issue as well which isnt a great sign for Thrifty. It is a pattern that your employees frequently scam customers. Customers should be able to trust your employees not to add items to their rental agreement without their authorization and be honest about prices. Your company has a culture of dishonesty and I think that needs to be addressed. Do not make excuses for dishonest employees by saying that it was in my rental agreement. Im telling you that you are employing scam artists who are taking advantage of people. If you approve of that kind of behavior and that is the type of employee you want working for Thrifty, then I think it is my responsibility to let the public know.

Sincerely,

***************************
Business Response
Date: 06/13/2024
BBB Complaint; 21757632
RR# 146554693
This is in response to ************************ rejection. I apologize that first response stated Loss of Damage Waiver. The notes to upper management state the concern was the upgrade fee and the fuel charge. I can assure you they read your complaint. I have removed the entire upgrade fee. On the fuel charge I show you did not opt buy the full tank of gas which would have been at local competitive prices near the rental office on the date of rental the competitive price was $3.76 per gallon. I have adjusted your fuel charge. Your comments about the location have been forwarded to upper management for review any corrective action if necessary. I have attached your updated receipt. Please allow 5 to 7 business days for the refund to post to your account.
Thank you for contacting us.
Initial Complaint
Date:05/28/2024
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.
Hello - I am dissatisfied with my rental car experience and the final charge on my credit card is incorrect.On May 10, 2024, I picked up a 2021 ****** Sentra at ************************** (Thrifty store # AZPHO30). I opened the ******* upon leaving the airport and until my final destination. Unfortunately, the sunroof would not close. I called Thrifty road service and was issued a case number (#**********). With their request I agreed to take the car back to ****************** and exchange the car for a new one in the same car class. Upon arriving I told them the issue and filled out a report (Reference number *****). I was then told to pick out another car from the last isle on the left hand side (the same exact row I picked up the ****** Sentra). From the very few cars that were left in this isle, I chose a ****** Prius.Before I even left the rental car service I asked the car attendant why the price listed on the revised rental agreement was MORE expensive than my original rental agreement. I told her this car was in the LAST ROW on the LEFT HAND SIDE and that I was advised to come back to do an even exchange. She angrily looked at me like I was asking a dumb question. I pointed out to her on the original agreement (2021 ****** Sentra) the estimated price is $155.08 and on the new rental agreement for the Prius it was listed as $194.71. She told me I was wrong and that I'm going to be charged $155.08. Fine, I wasn't going to argue.The charge from Thrifty company went through for a total of $195.83 to my credit card. I am asking for a refund and to be charged the estimated charge of my original rental agreement of $155.08. I have both printed rental records.It's beyond frustrating and deceiving for your employees to dismiss a valid question. Why was the car parked in the row if it was not in the same car class? Document number for invoice is ************. *** received a response from thrifty saying its not their fault and I dont agree with this.
Business Response
Date: 05/30/2024
BBB Case #: 21766767
RR# or Res#: ************************ is in response to *******************************.
Please accept our sincere apology for the troubles you experienced with the sunroof and when exchanging the vehicle. I have adjusted the rate and issued a refund in the amount of $40.75 to your credit card used for the rental. Please allow 5-7 business days to post to your account.
Thank you for contacting us.
Customer Answer
Date: 05/31/2024

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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