Complaints

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:06/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 4/11 I booked a rental car to be picked up on 6/12 at 10pm in the **************. When I arrived at the counter at 9:30pm they had a sign on their desk saying they were closed and would return in the morning to give a rental car. My hotel was 2 hours from the rental car location at the airport, so this was not an option. I had to book a different rental car on the night of at a different business because of this. Allowing customers to reserve a car for a time you know you will be closed is a deceitful business practice that cost me hundreds of dollars.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Thrifty waited days to determine wed damaged a car we rented from them even though we had an employee repeatedly say to us as we turned in the car no damage and we saw none either. They cant prove/verify the car wasnt driven between the day we turned it in and the day they found the damage which was not there when we and their employee at the ********************************** location were outside the vehicle at the time of returning the car. They are asking for $1094.66

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 6, 2024, I rented a Kia ***** from *****/Thrifty. The vehicle had pre-existing damage including scrapes, dents, and a cracked windshield, which I reported to an employee both before leaving and after returning the car. I have documented this in a complaint letter attached along with the correspondence I received from ***** dated September 12, 2024. My children can corroborate my observations. After contacting *****, i contacted my attorney who insisted if your guys are going to charge me i will sue. As the amount of evidence i have plus the picture before leaving the garage.

• Initial Complaint

  Date:10/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 submitting this complaint regarding Thrifty Car Rental at *************** for charging me for services I explicitly declined during my recent rental. I pre-booked and paid for an electric vehicle through AMEX Travel. Upon arrival, I was pressured to switch vehicles, but I insisted on keeping my original choice. Thrifty staff repeatedly attempted to upsell additional services, including insurance, which I clearly did not request or need, as I already had coverage. The only service I agreed to pay for was the toll package, which cost $111.92.Despite my refusal, I was charged $306.75 for additional insurance and services I never authorized. After reviewing customer feedback online, I discovered that this deceptive practice is common, with many others reporting similar issues.I attempted to dispute the charges with AMEX, but Thrifty claimed I had requested the additional coverage, which I absolutely did not; the staff member at the airport added this without my consent. Its unacceptable that I ended up paying more for unauthorized charges than for the actual rental car.I have attached information about the charges and receipts for your review.I believe Thriftys actions are unethical, and I request the BBB's assistance in ensuring they refund the unauthorized charges and put an end to this predatory practice.Thank you for your time and attention to this matter.

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a car from Thrifty. When we got to *********** to pick it up, we agreed to basic insurance and a fuel charge. We were shown a receipt with the charges highlighted, but the employee kept the receipt because we then had to wait in another line for them to assign a car. They handed it back to us in a jacket and sent us out to get the car. We saw later that in the jacket was the highlighted receipt but also an additional one with a higher insurance rate that we did not agree to. I cant get anyone from Thrifty to talk to me about this.

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked an air and car through ***************** website with Thrifty being the car rental company. It said the vehicle would be Managers Special. Boy was that special. When we got there the vehicle they assigned us was a long cab 4 door F150. Seriously we are going to ****** for vacation and should drive around in a pick up truck. I asked how they decide and he said the manager decides every morning what the Managers Special would be. When we asked if we could get a different vehicle he first said it would be $85 additional per day. When I said no he said ok I can offer you addition $45 per day. Said no and walked to the mighty truck. He then came and said he talked to the manager and could offer $21 additional a day. We agreed only as it would have been difficult for us to park in hotel parking etc. very disappointing to think we were going for our dream vacation and they give us a truck. I thought we were maybe in ****** when the wheeling dealing started. Just a real disappointment and certainly not the Aloha Spirit one would hope. We would appreciate consideration of refunding the additional amount of $351.83 we paid. We had already paid Also it doesnt make ***************** look good offering car rental companies that their passengers get off their flight and are faced with these situations.

• Initial Complaint

  Date:07/31/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 my vehicle at ************* on Jun 22nd with Thrifty which was booked on rentalcars.com with booking number *********. The thrifty reservation ID is ***********. We purchased the Premium Roadside Assistance only with them at the counter because the *** and the *** was included with rentalcars.com when I booked with $0 excess. This added up to $415.70 and that was the amount that I had authorized Thrifty to charge from my credit card. Due to the need of oil change on the original vehicle, we called Roadside Assistance and they gave us a case number (********) and told us that we had to switch our vehicle at the nearest airport. We went to the rental counter at **************************** on Jul 9th to switch our vehicle. The counter at the airport repeatedly clarified that THERE WON'T BE ANY ADDITIONAL CHARGES caused by our vehicle exchange. After that on Jul 11th when the original contract had already been concluded, I received a charge of $1203.48 from ************* of which ****** were additional charges taking into account the original agreed insurance amount. I tried to contact the Thrifty counter at ***** but there is no response. We decided to return our vehicle on July 25th to talk to the staff at ************* about this issue. The manager ************************************* at ************* admitted that they had indeed repeatedly charged us for what we had already paid for. She proposed and promised a resolution which consisted of voiding the original contract of $1203.48 and issuing a full refund of that. And then she got us to sign a new contract summing up to $403.82 which should be the correct amount being charged (considering we returned our vehicle a day early). Now, they have charged the correct amount of $403.82, but they haven't cancelled the original contract of $1203.48 therefore we still haven't received the refund of $1203.48. This is a major act of fraud. I repeat, I am demanding the refund of $1203.48 from Thrifty.

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 rent a car for my family vacations in *****, *******. The rent was through economiybookings.com, and the rental company was Thrifty Car Rental.I pre-paid for everything online and denied extra insurance at the desk when I picked up the vehicle. I was also asked if I would take tolled routes, and I said yes. After returning the car and receiving a customer satisfaction survey by email (at a convenient time), I noticed a charge of $124.37 on my credit card. I contacted customer service, and they started an investigation.A couple of days later, I noticed another charge, this time for $137.70, on my credit card. I know it is for toll charges inquired during the rental because of the name in the card's transaction. They didn't provide any extra invoice. I contacted CS back, asking for a detailed breakdown of those charges, as it is a lot of money for six days.A week later, I received an answer with the invoices (attached) regarding the extra charges for the "Liability Ins. Supplement," which I didn't approve, and there was no word about the toll inquired.I want this incident to be investigated as this may be a common practice, and more people could be affected.

• Initial Complaint

  Date:05/15/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 received a quote for a 3 day rental of $147, with all taxes and fees. When I arrived I asked the agent if I could drop the car at ********************* instead of *************. She said yes but you will get a $50 drop fee. I asked if I had to change anyone or see anyone, she said no just leave as normal. I did so and received a bill for $783.87, with all fees. I immediately tried to call there is no number to call, I filled out the online form with these details, I got a message I would receive a reply in 72 hours. 1 week later I got an email that said extra fees due to airport drop off change. I had explained what the agent told me on the initial complaint and replied to the denial. I have received no contact back.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My friend and I rented a car from Thrifty for a rare weekend away to celebrate a special occasion. The car we were offered was dirty and smelled like cigarettes so we asked for a different car. The car we were given developed multiple warning lights and a flat tire. We contacted Thrifty and they sent us a service provider to change the tire. The service provider charged us $123 on the spot for the service. When we had the spare tire fitted we discovered around ****************************** the area around the spare tire. As we were too far from Thrifty to safety drive the car we asked to get the tire repaired. **************** sent us to ********** and told us they had called ahead to verify our tire in was in stock. When we arrived we were told ***** lube do not even sell tires. Despite talking with the customer service manager ************************ at Thrifty SFO and being promised a refund on the amount we paid, we still have not had any response from the emails we have sent her to follow this up.