Thrifty Car Rental Customer Service Complaints - page 2

I was charged over $300 for car insurance, which I declined at the desk. I did not realize this charge was on rental when I signed the agreement. I rented the vehicle at MCO airport. I was tired from a long flight and was traveling with a family member in a wheelchair. The rental agent took advantage of this situation and put the charge hoping I would not notice. Other reviewers have commented on the predatory business practice of Thrifty, and I agree. The next morning, less than 24 hours after I rented the car, I noticed the charge. I called the 1- 800 number and was told the charge would be removed after the contract ended, since they now have a record of my call and disputing the charge, or I could return to the rental location and address the concern. I drove to the MCO airport rental location and arrived at 12 pm. I rented the car at 11:30 am the previous day. The agent told me they could not assist me with my problem, so I asked to speak with a manager. The agent called the manager, and I was told they are too busy to come and speak with me. I got the manager's email and sent them an email while I was at the agency. I waited an hour, and the manager has yet to come to speak with me. At the end of the rental contract, I called the 1-800# again. They told me they would investigate and call within 7 days- I waited- no return call. I called a second time- and was told they were still investigating. I called a third time- and I was told yes, we have all the notes from your initial phone call and documentation that the email was sent to the manager the next and video footage you returned to the agency- but they needed more time. I called a fourth time--now one month since the rental date. and was told, " our policy does not allow us to reimburse you". I asked to speak to a supervisor, and they took my phone number and told me a supervisor will call me within 24 hours- today is the fourth day and NO phone call. These business practices are unacceptable, and I advise everyone to stay away from Thrifty. I also noted another reviewer posted the same problem- the charger for insurance, however, they commented they were reimbursed after 4 phone calls. Obviously, they do reimburse people. Stay away from Thrifty do not give them our hard-earned money! Let these predatory, dishonest, unethical, misleading companies feel the impact of their many dissatisfied customers.

THRIFTY COMPLAINT!

Thrifty Car Rental, Georgia; what an absolutely dreadful experience.
Firstly, I am acutely aware of the need for Thrifty employees to be protected as much as possible against being exposed to Covid 19 and of course it's totally necessary for a screen at the rental desk. This does however present difficulty for a visitor from the UK communicating with a fellow English speaker from the US.
When I booked my car rental May 03 2022, I booked using Car Trawler linked to KLM; the airline company I booked to travel to the US. I mistakenly presumed it would simplify the whole booking process, how wrong was I!
In the UK I rent with Thrifty and have always been impressed with the excellent service I get. Sadly, this cannot be said about Thrifty here at the Hartsfield Jackson Airport, Atlanta. GA in the US.
My experience at the Thrifty rental counter at Hartfield Jackson Airport, Atlanta left me (and my wife) very stressed and quite frankly, annoyed!
I am not normally agitated by waiting in a queue (we Brits are the butt of jokes regarding our patience in queues) but after queueing for almost an hour waiting to process my rental, I was coerced into accepting premium road services totalling $167.43! Despite trying to assure the Thrifty representative I had already purchased additional cover at the time of booking the rental car and presenting documents to confirm this. You know, after travelling for almost 15 hours and not having slept for almost 24 hours brain fog takes over and understanding the conversation with your representative was challenging to say the least!
I had paid for an additional driver who lives in the US but as the queue was so long, he was unable to wait with me at the rental counter queue, I had his driving license with me but was informed that it couldn't be processed without him being there in person.
Once my booking was completed the representative casually said "take a seat", I'm sure he could easily observe the floor was crowded and all seats were full. So, after standing about waiting for another hour we had a representative yelling out names and following her to the parking lot like lambs to the slaughter only to encounter yet another queue waiting for cars to be brought into the lot one at a time. There was a large stain on the rear seat and the car clearly had not been vacuumed or cleaned either!!
Of course, we didn't make it to our destination until it was dark and whilst I have driven in the US many times it made navigation more difficult.
Now for the problems getting my additional driver added. I tried to call the Thrifty customer care number (800 334-1705) but no one answered despite repeatedly calling at different times of the day. My host managed to contact the Thrifty head office who advised the nearest office was Marietta, Atlanta but after driving 40 miles to this office it was closed down!
It was 6 days into my trip before I was able to add my additional driver. This was at a Hertz office at Alpharetta, Georgia; a 140-mile, 3 hour round trip from my host's address!
I have attached documents to prove my purchase of additional insurance from Axa at a cost of GBP £69.30, including roof of the vehicle, windows, windscreen or glass in the sunroof. Under carriage, Lights, tyres. Administration charges, personal possessions, vehicle hire key cover, misfuelling and roadside and towing.
I trust you will offer me a refund of the extra charges totalling $156.27 I incurred for premium road services I did not require at the Thrifty rental counter.

Do not use this location for car rental of any kind!
You will find extra charges on your bill that cannot be removed. You must give them your Credit card number to take the vehicle and you will be charged for extras you specifically did not agree to.

If you do use this location, make sure you go over your agreement paragraph by paragraph, even if its late, you've just flown 8 hours and you have a pleasant verbal conversation with the person behind the counter about everything you think you agree to. Make sure you keep all your paperwork until after your CC bill is received. I believe that they are specifically padding the agreement and relying on people to return home so a dispute is much harder. You've been warned.

Thrifty at New Orleans Airport-
Three weeks ago the car I rented, the brakes went out. The service at the desk was horrible and sent me to Hertz as she couldn't help me. Caused me to miss previously scheduled meeting.
Today I have waited in line for 48 minutes once at the counter I'm told it will be a 45min to an hour wait for a vehicle, and I prepaid with my reservation. So now I'm stuck sitting here at rental terminal and will miss my dinner reservation.
Poor customer service.

I was charged $38.69 for fuel after the return of my rental car when I refueled and returned the car with a full tank. After multiple phone calls I received an email stating the local office confirmed it was for fuel and unfortunately no refund would be given. I guess it's my word against theirs, but I refueled as instructed and will never use or recommend this company again.

This review is in regards to Thrifty Car rental Derby. I booked a rental in advance for a family wedding on the 11th October 2022 for the 24th of October 2022. As I prepared to collect the vehicle I hired I was called by the manager Nate (He would not provide his full name) to inform me that my vehicle was not available as a matter of fact no vehicle was available and the depot was empty. As I was desperate I stated I was willing to travel to any depot in the Midlands only to be told no vehicles were available in any depot and that they were extremely short of vehicle availability. At this point I beleived I was being lied to so I went to the depot to find hire cars parked at the depot. I asked the manager why I was lied to and he stated the vehicles were prepared for other customers. I personally beleive because I booked in advance at a lower rate the depot were holding the cars for customers willing to pay a higher rate. I beleive I was treated in this manner because I am from a ethnic minority and was not treated the same as the majority ethnicity customers.

The manager stated that there may be a vehicle available between 12.30 and 1pm but this was not guaranteed. I am absolutely appalled and distraught at the way I was treated it spoiled a day that was suppose to be special. As a service provider if you have a level of demand in advance you make arrangements to meet those demands. This company failed epicly at putting the customer first and should be held accountable for spoiling customers special days.

I hope this review is read by as much potential customers as possible so that can avoid the stress and heartache that I was out through.

I declined to pay for gas, returned car full, got a bill for $149.16 for "Fuel & service." There is no way to actually talk to someone about this. I have 13 (counted) phone calls to national and local numbers with no option to actually talk to someone (except I did leave my number on a voicemail for the local Hertz, the only one I could find). There was a vague mention of needing a "fuel receipt" on one robot message but there was no information about what to do with it. It is possible that Thrifty just automatically charges everyone for fuel (or "service") and waits to see who contests it. I have spent so far over an hour just trying to reach someone in their billing dept. Tried another number, was transferred, and call dropped after about 10 mins.

Never again will I rent from this company. I went through Expedia on line and paid for the car. They also charged me through Thrifty. So I ended up paying waayyy over the price they quoted me. After talking to a Expedia employee they emailed me to let me know it was operative fees, what the heck is operative fees? $265 for operative fees . What a joke. I'll stick with hertz. Ugh!

Charged us over $800 on our card when we booked but on arrival at the Pearson Airport kiosk they had no cars. I saw that Seinfeld episode--now I'm living it. Not sure how you can get away with charging for things you don't actually have.

Bad experience with Thrifty. I used their agency in Nashville. I had a vehicle reserved and the wait wait was 45 minutes. I was 4th in-line and there were several backed up behind me. The lady at the counter proceeded to physically put my license on her face and inches from her mouth. We were disgusted. She could only type with one finger making the process even longer. The information on my license I had put in when I reserved to save time , as it stated on the site, was missing. She was overly inquisitive asking me 3 times why I was visiting. When I told her I was not there for business or pleasure she asked again. I repeated the same thing till she asked again why I was there. I then burst out into tears to state I was there to bury my son just to get her to stop asking. The car I reserved was not available so I ended up with a larger vehicle having to pay for gas. There was quite a bit of traveling we had to do on this trip. I ended up borrowing a car from family to get better gas mileage when I had to travel distance. When contacted to review by thrifty twice it asked if I wanted to be contacted. I did to discuss the issues. I received a generic what looked like auto response not addressing the issues. I will NEBER use their agency again and will ensure I spread the word on my experience. The gentleman checking the car out and the one when I returned were pleasant.

i rented a car in phl, the rudest counter personal and the worst customer service, also when returned after 4 weeks they charged me $200. for cleaning the car from sea sand when we found food and a pizza box under the seat from person before, also wife is not free to drive when "all" other rentals that i rented wife is free.

DO NOT EVER USE THRIFTY CAR RENTAL!! Not only does their business practice outright theft, there are SURPRISE CHARGES when one gets there to pick up/drop off the car. Like oh, there is an extra $200.00 charge for this, but when you return the car you get it back. WHAT!!??? There was not any information on this charge when booking the rental! Oh and yes, since you are there less than an hour before the reservation time they have to charge you and extra hour!!! Not giving one the option of do you want to wait 10 minutes until the reservation time??!!!! Then dropping the car off early a double standard applies....oh no, there is no hourly reduction in fees, but a 24 hour charge applies!! WHAT!!!???? Then some kind of other fee was applied for $104.+, never heard any of the descriptive words used on the bill for that!!! The car that was reserved was SUPPOSED to be a "mid size" car....I was assigned a "mini compact", the smallest car!!! Ah no....NEVER AGAIN!!!! DO NOT RENT FROM THIS COMPANY!!!!! In contacting their "rate us" email address, of course NOTHING meets the criteria for any type of "adjustment". Form email, wording used is "this is how we outright steal from people". Find a much better company to use, this one is purely rotten to the core.

I am done with my dispute. Right to go on to the next step. The car that was rented took me forever. Tried to give me nasty cars that smelled and dirty. After being ran around for over 3 hours. 800 and something being held on my card. Not getting a clean car. Plus it not being safe. Alls you want is to give me is a 50.00 dollar voucher.
When I explained in several emails with no responses back. I will not rent from you. I would like to be compensated for not having windshield wipers. All ripped up. Driving in the dark barely can see. With MY SON in the back seat. In a place I don't know alot about. One done customer service, this is not how you deal with things. Blowing people off doesn't make matter go away.On top of that this has been on going since end of March.
I am ready to get a lawyer to help deal with this Plus filed a complaint on BBB

They are out to rob you at the convenience of their sign on a keypad system. I declined the insurance, but when I signed the keypad, with no attached documentation or instructions from the person behind the counter.

Utterly disgusting

Reserved a car for 6 pm at the ATL Airport upon arrival, I was told that they decided to rent out the reserved cars to others. Ended up waiting until after 9. without any adjustment. What does a „reservation" even mean. Like a Seinfeld episode

Where do I begin. Arrived at Phoenix Airport 9am, got luggage & shuttle to car rental. After waiting approximately 20 minute for an agent & just before handing us our contract the agent stated 11/2 hour wait. I thought he was joking. UTTERLY DISGUSTED. They didn't & don't have cars. Waiting now beyond an hour. Shmeful business practices. If sold out then inform your customers. My flight arrived at 9am and ay 11:53 am we are still waiting with 4 people in front of us. We are now 1 hour behind scheduled activity. Thrifty NEED TO BE BETTER!

I had booked a rental car through my corporate account for my personal trip. I had paid all the booking amount while booking. When I approached the thrifty desk for key pick up, the executive asked me if I am interested to take any extra insurance cover and for a Gas refill while returning. I said for all NO and chose to return the car with a full Tank while returning. The person was not even listening to me and sold a few things smartly against my will. Once received the printed invoice then I had confronted with extra charges for which I had never opted. Afterward, the person apologized politely and assured me not to worry with the comment "We will reverse these and will not charge". I was told to block 395 USD as a temp which will be removed after a safe return.



I had a wonderful experience with the car and return process but I was shocked to see a message from the bank that after 2 times requests also at the counter, no correction was made and now I am charged 194 USD. Requesting you reverse this transaction.

Rented a car at the Hobby location in Texas. I prepaid on line $711.29 from a 3rd party Company. We arrived on time for our 1:00pm pick up but they didn't have a car. 2 hrs we waited until they had one. So after going through everything they told me that the 3rd party Company I used was a fraudulent company and they couldn't honor the $711.29 I already paid and my new total was $1531.00. I knew that wasn't right as I have used this other company before and NEVER had an issue. So I called the company and they said they couldnt refund my $711.29 because it has already been sent to Thrify. I'm in a new city for 9 days with 4 kids and now I'm stuck needing a car. So I paid the $1531.00. I then called Thrify customer service, they were ZERO help. They told me that was between us and the Hobby location. Why have customer service then. I took special care of the dumb car, made sure gas was full so I could at least recoup my $200 deposit. But nope they added on addition charges but it didn't say what for just additional charges. This company was absolutely awful to deal with!!!!!! I will NEVER, NEVER use them again and would advise anyone considering doing so to rethink it. It's not worth the stress and headache and frustration. Just go somewhere else, anywhere else!

2-COMPLAINTS to C.E.O of THRIFTY CAR RENTAL and copy to ASHLEY MOODY, ATTORNEY GENERAL, STATE OF FLORIDA

FIRST I address the most serious complaint.

Simply put THRIFTY IS DEFRAUDING TRUSTING CUSTOMERS .by playing little shameless games just to rip off few EXTRA dollars. Here is how they treated me.

On the day of rental at the counter, the agent asked me how I intend to pay the toll. I asked him about options and he suggested 'TOLL PLATE' he explained a flat charge of 10.99 per day will take care of ALL TOLLS. so I asked him to please add and his reply was ' sure will '. Later he hands over the rental agreement and I noticed SOME charges looked in order but the charge for TOLLS was missing. I pointed this to him and he picked up a marker and wrote in BOLD letters by hand on the jacket 'ADD TOLLS PLZ?. He asked me to show this to the agent downstairs when I pick up the car. (IMAGE of jacket ENCLOSED.)

AT the pick-up counter I show the jacket to the agent who gave the most ridicule look and said SIR, TOLLS ARE AUTOMATIC what does the idiot at the rental counter wants him to do. I felt very uneasy at his response but move on. Later while exiting the car lot I showed the writing on jacket to the security guard who was letting cars go out and he gave me another ridicule look and added a smirk to his face. I didn't know then but I know now why they were smirking. They were feeling proud of getting another victim - ME.

A FEW DAYS LATER I received a demand letter from the CORRUPT THRIFTY SHAMELESS BILLING DEPARTMENT stating a charge of 9.99 on EVERY toll totaling to = $ 249.75 with a generous discount of 159.84 = I PAY 119.72 OF WHICH tolls are only 29.81. other than these ridiculous charges the issue is -NOT ONCE BY NOT ONE PERSON EVER MENTIONED VERBALLY OR IN WRITING THIS EXHORBITANT SHAMELESS FRAUD ADMINISTRATIVE CHARGES. IT IS NOT POSTED ANYWHERE ON THE RENTAL COUNTER/WALL OR ANYWHERE ELSE AT THE RENTAL PLACE. THEY TRIED THEIR BEST TO HIDE IT AND THEY HAVE SUCCEEDED.

THIS SCAM although looks complex but is very SIMPLE to execute. AT THE TIME OF RENTAL ALL THEY DO IS QUIETLY HIDE THE RIP OFF CHARGES, AND JUST DON'T TELL THE UNSUSPECTING CUSTOMER and later CHARGE AT WILL.

THE STATE OF FLORIDA charges $2.50 as administrative fees for any unpaid tolls and this fee is per invoice NOT PER TOLL. So why is THRIFTY CHEATING so much money while a state of Florida is struggling just to be fair to its residents?

I REFUSE TO PAY THESE FRAUD CHARGES FOR BOGUS RIP-OFF ADMINISTRATIVE FEES UNLESS ORDERED BY A JUDGE IN A COURT OF LAW WHERE I CAN PRESENT MY CASE UNDER OATH. I WANT THRIFTY TO LIE IN FRONT OF A JUDGE IN A OPEN COURT AND I WANT THE MEDIA TO WITNESS THIS FRAUD.
OR
THESE FRAUD CHARGES SHOULD BE PAID BY THRIFTY
1) the CRIMINAL mind THRIFTY MANAGER who designed this RIP OFF toll charge system
2) the THRIFTY DIRECTOR who allowed this scam and is filling his pockets with these ill-gotten gains
3) THE THRIFTY SUPERVISOR who is supervising this SCAM.
4) The THRIFTY AGENTS who shamelessly EXECUTE this scam. probably to make some EXTRA COMMISSION

THRIFTY ALTHOUGH YOU HAVE THREATENED ME IN YOUR LETTER PLEASE DO NOT TRY TO CHARGE ANY UNAUTHORIZED CHARGES TO MY CREDIT CARD WITHOUT MY APPROVAL IN WRITING. IF YOU DO I WILL FILE A FRAUD CLAIM AGAINST YOU.

STATE OF FLORIDA PLEASE help. you have the tools, resources, and law on your side to deal with this CORRUPT THRIFTY CAR RENTAL COMPANY. I can only write emails or make phone calls, I feel so helpless against these criminals. - please TAKE ACTION AND SHOW THEM THEIR PLACE.

SECOND COMPLAINT = TERRIBLE CUSTOMER SERVICE

to understand this you have to first visualize me. A disabled senior citizen who walks with a walking stick but has rented cars from thrifty and other rental companies since 1980. This was NOT my first rental just my first MOST TERRIBLE car rental with THRIFTY.

First, it took forever to rent at the counter even though I had reservations. The problem for the delay as I understand was something to do with UNAUTHORISED DEBIT CARD charges by THRIFTY to some unsatisfied customers.

Finally, after 2 hours my turn came and I proceeded downstairs to pick up my car. There was a shortage of cars and a long line for car pick up. There was a supervisor with the name tag - MICHELLE a very rude, arrogant, incompetent woman. She was just shouting at customers if anybody even dared to ask when will we get the cars. Finally, my turn came and I walk slowly to the car but before I could reach my car another lady customer jumped the line and took off in my car. I looked back at the supervisor who now was sitting in her easy chair making personal phone calls. She had a radio in hand and I asked her to call security and stop that car but instead, this horrible lady started shouting at me to GET BACK IN LINE so I said LADY I WAS IN THE LINE AND SHE SAYS NO I have to get back in the BACK of the line. Even the customers started feeling bad but then a nice thrifty car valet saw what just happened, felt bad, and said to me SIR PLEASE STAND HERE I WILL GET A CAR FOR YOU. HE RAN And got a car and said to me SIR GO PLEASE GO. I said my agreement is for a compact car but this is a full-size car and he again stressed SIR PLEASE GO, PLEASE GO. At the security gate again I told the security guard that my agreement is for a compact car but this is a full-size car , he just seem not to care, raised the gate and told me to go

I know there is NO law for good customer service BUT I have learned my lesson and AVOID THRIFTY AS PLAQUE.

Thrifty Orlando doesn't seem to understand what a reservation is. After our ride fell through departing the airport I made a reservation on Kayak to rent a car. After waiting for our luggage for 30 minutes, we proceeded to waiti in line at thrifty for 45 minutes. When I finally get to the front of the line, the anti-customer service rep says that they don't have any cars. I showed he the reservation on my phone and she just said that she didn't have any cars. If you don't have any cars, don't waste my time and accept a reservation. Seems common sense to me. Apparently they don't thinks it's their issue when they accept a reservation they know they can't. Provide. DON't FO BUSINESS WITH THRIFTY/Dollar, they don't understand what a reservation is.

I have been a customer of thrifty car rental for some years now, and have always found their service to be good, in fact, I recommended their service to whom ever I know.
HOWEVER, I have recently hired a car from them and the service was disgusting and extremely disappointing, I booked through Green Point office they took my booking, the person who took the booking said he would send a confirmation of booking via email and to this date (and I have been to cape town and back) have never received one. After at least 20 attempts to call the green point office and cape town airport office to find out if I have a booking, I eventually got through to a person from cape town airport office who said that he will call me back and to date I have not heard from him either. After another 20 calls I finally got through and re booked. I arrived at Cape Town airport to find very pleasant lady at the desk who was very apologetic after I told her about my bad experience with trying to book with Thrifty. Looking on her computer she knew exactly who I dealt with. We hired a Datsan Go, and were told up front about the many dents the car has, not only were there dents but the car had a rattle inside which was unbearable to tolerate, the clutch was also bad, in fact it was the worst car I have even hired in my entire life. Not only was the car a wreck but almost 9 days later I haven't had the deposit refunded, and when phoning to inquire I was rudely lambasted by the person who handles refunds saying that I have no right to make demands. I told her in no uncertain terms that after the extremely bad service I have had with thrifty I demand my deposit back today. In conclusion and for what its worth, I will never ever hire a car from Thrifty again, NEVER and please believe me I WILL tell whomever I know about the disgusting and extremely disappointing low class service thrifty's staff are ill mannered, disrespectful and no care at all.

Thrifty, aka Hertz, will never get our business again and I strongly urge people to consider their competition before you rent from them. We rented a mid-size car for a week while in Cape Coral, FLA. The amount was supposed to be $346. Two weeks after bringing the car back with more gas than we left with, we got a charge on our credit card for $99 for gas. There's no way 10 gallons could have been put in it. We let it go. In the past two weeks we received three invoices for toll charges exceeding $150! $130 of the charges are "administrative fees"! The car had a toll box/pass on the windshield and we specifically asked about tolls and we were assured that the box was activated. I'll walk in the hot Florida sun before I would ever rent from this %*#! company again.

There is a car rental company worse than Dollar Rental out of SEATAC - Thrifty out of Myrtle Beach. We are through with all Hertz-owned entities now.

11/01/21 - Booked 5 day rental with Thrifty out of Myrtle Beach Airport. We gave our name to the lone agent to get our car. The Thrifty agent tried to add an additional $100 charge because we were supposedly 20 minutes early, despite the fact that we showed up exactly when we said we would. We took issue, only to be told that "that's the way it is", after which time we asked for the manager, who happened to be running the Dollar counter an elbow away from Thrifty.

The Dollar manager was rude, constantly interrupted my wife as she attempted to speak, and then was offended when I said that the handling of our rental was B.S. Voices were raised, but it never really amounted to more than that.

I then remembered that we had printed out the reservation with confirmation # and cost quote and presented it to them, after which the Dollar agent disappeared and the Thrifty agent miraculously changed the charge to the amount on our print out.

What amazes me is that Thrifty/Dollar agents can engage in unscrupulous/immoral/usurious business practices, but is then offended when a customer calls B.S.

We are seniors, and I suspect that they felt they could push us around because we were older. Guess again.

This company is very unprofessional. I book between priceline and AAA. When I book I end up doing an extension for the same fee I was initially charged. Speaking to a representative he stated I signed an agreement that says my fee changes and I have the copy of the agreement. I stated I didn't and I requestedto speak to a supervisor. He nsisted on speaking on behalf of the supervisor. Finally when the supervisor came on the call and I explained she said oh your not listening and customers are not always right. I asked do you have a way to resolve this situation. She rudely said no she said what she said and after letting her know I will contact corporate. She started to ignore me and hung up. This rental company is DISGUSTING. I will NEVER AGAIN rent from them and I will always advocate for people not to use this company or their sister company.

Initial cost of weekly car rental: $348.99. I was charged $1187.07. I was not informed of the details of the costs, perhaps even deliberately. They refunded a partial amount but I still do not feel like I have been treated fairly or been give due process. I am feeling threatened as this is the email I received from Thrifty in Spokane Airport in response to me indicating that I would make a complaint to you, Thrifty Corporate Office, and to the Better Business Bureau. Also, apparently we are all videotaped when we are speaking with the representative.

Thrifty: "We do not release audio and video. All charges stand. We are also more than able to reverse the refund we gave you if you choose to escalate further. It will revert back to the signed contract attached. We issued you a non-required refund for customer service. If that does not suffice, we will revert back to the previous amount. Let us know how you would like to proceed."

This threat is highly unethical and likely liable. Please advise.