ComplaintsforThrifty

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rent a car 6/25-6/27 rental agreement number *********. I returned the car 6/27 and was told the leave the keys in the car and i would get an email shortly. I have not gotten the email.. how ever i have been getting charged $100 a day since then. The call center says" its says you didnt renturn the car there is nothing we can do" then hangs up. can get no answers and keep getting charges. so we are at $560 in credit card holds currently and going up daily with no end in sight for a $160 rental.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a car through thrifty online. I called and went over the details before I picked up the car. I was told I would be charged ****** as a deposit to a master card. I was told that when I returned the car I could use my debit card or pay cash. The customer service agent knew I was renting the car at the airport in ************, ***********. When I got to thrifty to pick up the car I was told something totally different. Even though I have full coverage insurance I had to take Thrifty's insurance to rent the car. I was charged for prepaid fuel which I turned down. I was never asked about the tolls if I wanted to pay them myself. Because I was paying it with my debit card I had no choice but to purchase Thrifty's car insurance. I was told that Puerto Rico made up there own rules. They didn't have to follow corporates rules. They were rude and nasty. My reservation went from ******* and some change plus additional driver fee to *******. When I called customer service to file claim they told me this time that ************ was a country and they didn't have to follow the rules. ***************** needs to tell people that before they rent the car. I would never have rented it if known they made they own rules. I went by the information I was given by customer service when I went over the reservation. I felt decived. When I called customer service they said that yes they can make their own rules because they are international. Why didn't the customer service rep tell me this when I first made my reservation. If I would had known that there was the possibility of having to pay more because it was an international rental company I would had chosen another rental company. By the way, *********** is a territory of the U.S., if I don't need a passport to go in to the island why would I consider that an international rental company. Please instruct your agents that *********** is not a country but an island.

  Business response

  06/30/2024

  RE: BBB Complaint # ********
  RR # Y65382155

  Dear **************, 

  Thank you for reaching out to us regarding your complaint over coverages in ************ Loss Damage Waiver (LDW) coverage is optional only when presenting a major credit card that extends protection to ***********, or the renter presents evidence of personal insurance coverages at the rental counter. Personal insurance must be accompanied by a letter stating that the customers insurance policy will cover the ********************** car in ***********. All credit card coverage and insurances are subject to verification and acceptance at rental counter. If neither stipulation is met, the customer will be required to purchase LDW at a rate of $14.95USD per day with deductibles up to $1,000.00 or $19.95 USD per day with $0.00 deductible. Thrifty does not accept insurance coverages purchased on
  Third Party Websites. All credit cards and insurances are subject to verification and acceptance at rental counter. If neither stipulation is met - customer will be required to purchase Ldw. Third Pary Liability is optional, if Ldw is declined, coverage is Mandatory and customer would be responsible for the full value of the vehicle. I understand your frustration regarding the necessity to purchase these coverages, however the coverage you had provided was not able to be accepted.

  Customer response

  07/02/2024

   
  Complaint: 21910153
  
  I am rejecting this response because:

  I read the repose from Thrifty. I was never told any of the that information.  When I got to the counter and handed credit card to the agent and started to give him my insurance card, I was stopped at that time I was told I had no choice but to purchase your insurance. As I stated in my complaint from the time, I got to counter nothing was as I was told my your customer service agent.  I booked the car online and then went over the reservation with customer service.  I was told at the counter that they are *********** they can do whatever they wanted.  They were a franchise.  When I called  back to customer service, I was told something totally different from my first conversation.  ********** your customer service new I was renting a car in ************  I felt like once I had the car the your customer service was not helpful. I thought even franchises had to go by Thrifty's rules and regulations. I went from 1302. Plus additional driver  to 2190. I was charged for prepaid fuel  which I returned the  car full. I was never asked if I wanted  to  pay my own tolls. I was never given any information.  I was told that they were *********** they could do whatever  they wanted and basically they didn't have to follow corporates rules.  They could  charge  me whatever  they wanted. 

   

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

  Business response

  07/04/2024

  Complaint ID: ********

  RR#: Y65382155

   

  As we are unable to substantiate a verbal conversation at the rental counter, we must rely on the terms and conditions outlined in your emailed rental confirmation and the signed rental agreement. As you signed and agreed to the charges, we respectfully decline your request for a refund. Although the resolution is not what you preferred, no additional action is warranted.??We regret we are unable to fulfill your expectations in this instance.?? 
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i made a reservation with thrifty car rental on 1/17/2024 for 6/15/2024 at *************** (confirmation #Kto get 74009007F9). i canceled that reservation on 5/13 and received cancelation confirmation that day. my confirmation email included the number ************ for cancelation purposes, a number i have contacted 6 times to ask about my refund. in each instance, i have been told the refund has been sent to Mastercard for processing. however, MC has not received any such request and i just verified this with MC. the thrifty representatives with whom i spoke were evasive and not helpful. i went online to get thrifty's customer service number but the automation process would not allow me to speak to a representative and the various prompts were not helpful. at this point, i have no other option but to seek your help.

  Business response

  06/30/2024

  BBB Complaint# ********

  Reservation# K74009007F9

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

  After further review, the customer is not due a refund. Our cancellation policy is as follows: If a reservation was canceled within the same calendar day of when the rental was booked a full refund is allowed with no fees. If a reservation is canceled after the calendar day of when the rental was booked, there is no refund of charges and the customer is charged the full prepay amount. 

  Thank you for reaching out. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Thrifty's business model is to upcharge and scam customers into paying more than they were quoted. We rented a car in ***** from 2-16-24 to 2-19-24. When we signed out the rental, we were asked if we wanted Loss Damage Waiver; we declined because we already have this coverage through our insurance. Thrifty's employee had us sign on an electronic signature pad which did not show itemized charges. Once we saw the printed bill and asked the manager to remove the $139.96 charge that we verbally declined, she said she was unable to because we signed. We have spoken and emailed with multiple Thrifty customer service representatives who said they are unable to help. I have also been communicating with other Thrifty customers via social media and many have very similar stories - Thrifty adds charges that customers did not accept and then refuses to remove them. We have never encountered such a deceitful business operation. Thrifty should be shut down!

  Business response

  06/30/2024

  RE: BBB Complaint #********
  RR # 967664036
  
  Dear *************************, 
  Thank you for reaching out to us regarding your concerns over your recent rental bill. I have reviewed and attached your signed rental agreement. On page 1 you did agree and accept the Loss Damage Waiver.  As we were not present for the conversation between you and our representative, we must rely on the documentation available. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted. I do understand this is not the outcome for which you had hoped, however, based on our thorough review of the matter no adjustment is warranted. 

  Customer response

  07/01/2024

   
  Complaint: 21909296
  
  I am rejecting this response because:

  Your counter rep asked us if we wanted LDW, and we verbally declined.  Following that, we signed the small signature pad that made no mention of LDW, whatsoever.  The printed copy of the contract was our first opportunity to catch the fact that your counter rep added LDW against our instructions.  However, this opportunity is very brief due to the fact that your Miami Airport procedure is for customers to immediately hand over this contract to your lot attendees while they wait (two hours in our case) for a reserved rental car to become available.  The contract isn't returned to the customer until the keys to the ********************** are handed to them.  We caught the erroneous LDW charge at this point, but were instructed by your lot attendee this could only be fixed by calling the ***** number on the rental agreement.  We did just that, and after being bounced around for another two hours, we were told over the phone that this could only be fixed by your counter team when we returned the vehicle.  It is clear that your scheme is to add this coverage to all of your customers' contracts, employ tactics that reduce their ability to discover this, and give false information to the customers who do catch it, such that they leave the lot and are contractually stuck paying for LDW they didn't want (and made clear to you every step of the way).  You all should be ashamed of yourselves.
  
  Sincerely,
  
  *******************************

  Business response

  07/05/2024

  BBB Complaint: 21909296
  Rental Record: 967664036
  
  This is in response to ***********************************.
  
  Thank you for reaching back out to and allowing us to address your concerns. 
  
  We appreciate your patience while we reviewed the matter concerning the charges related to the lost damage waiver. As we are unable to substantiate any conversations that *** have taken place at the rental counter, our refund policy is strictly based on the documentation provided during the rental process. According to our records, the signed rental agreement acknowledges and accepts the charges for the lost damage waiver.
  
  However, upon further review we have decided to make an adjustment as a one-time courtesy and gesture of goodwill regarding the lost damage waiver charges. Please note that this refund will not reflect on your account as the transaction has already been disputed with your bank and the funds have subsequently been returned to you.
  
  Best Regards.
  

  Customer response

  07/08/2024

   
  Complaint: 21909296
  
  I am rejecting this response because:

  Thrifty's business model is to upcharge and scam customers into paying more than they were quoted. We rented a car in ***** from 2-16-24 to 2-19-24. When we signed out the rental, we were asked if we wanted Loss Damage Waiver; we declined because we already have this coverage through our insurance. Thrifty's employee had us sign on an electronic signature pad which did not show itemized charges. Once we saw the printed bill and asked the manager to remove the $139.96 charge that we verbally declined, she said she was unable to because we signed. We have spoken and emailed with multiple Thrifty customer service representatives who said they are unable to help. I have also been communicating with other Thrifty customers via social media and many have very similar stories - Thrifty adds charges that customers did not accept and then refuses to remove them. We have never encountered such a deceitful business operation. Thrifty should be shut down!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was recently overcharged for a car rental and am requesting a refund for the $647 discrepancy (Record *********). I was charged $1,798 instead of $1,151 due to an incorrect rate change when returning the vehicle. I spoke to several employees at the Thrifty location who recognized the error, could see the correct rate on their computers, but were unsuccessful at correcting it. I was promised an email later that day with the correct receipt and charges, but that was never received. I completed a Survey on Thrifty.com and received an email from the Ops Manager. I answered her question but have not heard back in several days.Further details:- Original Rental Agreement was $754 for a 3 week, 1 day rental from 05/16 to 06/06/24 (Rec: *********)- On 06/04/24, the rental was extended for 2 weeks via Thrifty.com. The new total was $1,151 ($249 per extra week). I agreed and accepted this amount.- Upon returning car, the amount was overcharged. - Receipt incorrectly indicates that the rate changed because the car was not returned on 06/20/24 by 19:00. However, it was returned on-time and according to all ****************** and published policies.- Two customer service agents at the location, **** and *****, could see the correct amount on their computer screens, but it increased when they processed the charge. They provided the printed receipt, annotated a description of the error (with their employee number) and directed me to speak to a Sales Manager at the Main Counter.- At Main Counter, *** checked his computer, but was also unable to rectify the amount - *** phoned his manager, who was unable to rectify it at that time. I was promised an email later that day with the correct receipt/charges. This was not received.- After completing a Customer Survey, I received an email from ********* (Ops Manager). She asked if the extension was handled via an agent and I responded that it was handled via Thrifty.com - As of 06/25 I have not received a reply or resolution

  Business response

  07/01/2024

  BBB Complaint: 21900175

  RR# 146544300

  This is in response to ************************************* complaint. I apologize for the inconvenience this may have caused you.  Our rental extension system clearly states you extended this to return on 06/20/24 at the rate of $182.00 per week less 15% discount. I'm not sure what happened upon return. I have corrected the rate.  Please allow 5 to 7 business days for the refund to post to your billed credit card in the amount of $647.12.

  Thank you for contacting us.

  Customer response

  07/01/2024

   
  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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a rental car from the ***************** from Thrifty through Expedia online. I was quoted a price of $290. I had the car from 2/16 until 2/21. *** car was returned early at the airport drop-off with no person present. *** receipt and charge to my credit card was $780.02 with no explanation. ***re were no fuel charges (car was returned full) and no damage to the vehicle. I only drove the car for 92 miles. *** price just changed without explanation. I have reached to Thrify online and via email and have not received a response. I made a decision to rent a car instead of using ride share based upon the price quoted on the website. If it was $780 I would not have rented. I believe I should pay something close to the original price I was quoted.

  Business response

  07/02/2024

  BBB Case 21898027

  Rental Record 163161773

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

  You can expect to see a refund in the amount of $489.92 post on the billed credit card within the next 7 business days. I apologize for any inconvenience. 

  Thank you for contacting us. 

   

   

   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged by Thrifty for Loss Damage Waiver (LDW) and roadside assistance despite the fact that I verbally told the agent I did not want any of that. I signed on the screen at the airport and went to go pick up the kids from the gate with their luggage. There is literally no way that I could modify the contract once I was on the road because no real person answers their phone number. I did not ask for this and declined all extra coverage. I dropped the car back at the airport drop. They charged me $80/day for services I already have through my comprehensive auto policy and my credit card insurance. There NO WAY I wanted this coverage. I also have AAA plus roadside assistance through my auto insurance so there is NO WAY I wanted that coverage either. I can provide proof of all of that as well as eye witness accounts that I DECLINED additional coverage.

  Business response

  06/26/2024

  BBB Complaint: 21895746
  RA: 160720453

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

  Thank you for reaching out regarding this matter of Loss Damage Waiver charges. I do see that our customer service team has already assisted in refunding these charges.Please allow 3-5 business days for this to reflect.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked a car rental for a trip to ************** confirmation number K8681477688 Booking Reference ENLOWX for (pick-up Wed, May 29 and drop-off Mon, June 3rd at 1009 Rental ********************************) and pre-paid in full in the amount of $212.33. When we arrived to the office to pick up the vehicle on May 29th, there was a long line and some disgruntled customers ahead of us in line. When we arrived to the front of the line, the agent looked up our reservation and showed us a paper showing $286.12. We asked why it was more than our reservation and he told us "This is just an estimate" and that when we dropped off the vehicle, "it would be adjusted." He asked if we wanted an upgrade and we said no thank you. We assumed everything would be fine but felt a bit uneasy so we examined the paper and noticed some extra coverage that we did not request so we called Thrifty the next day. The telephone agent said we needed to go in to the office in person to remove it which could not be done over the phone. We went early to return the car on the 3rd so that we would have time to go to the office and make sure everything was in order. The woman at the counter told us that she would take note of the unrequested coverage charge but we needed to call for billing questions/concerns. Upon returning from the trip, I noticed that in addition to the pre-payment in full we made in the amount of $212.33 that we were charged an additional $286.12. I made an online inquiry using Thrifty's online form about the double charge and received no response so after a week, I called about the double charge. ****** was not helpful and did not solve the issue. We are very disappointed with this rental experience getting charged twice and do not feel this is good practice. We feel very taken advantage of being tired after a long travel day. We want to share our experience to warn others and seek your help in expediting a resolution with Thrifty. We tried on our own with them without resolve.

  Business response

  06/26/2024

  Complaint ID: ********

  RR#: 153459283

   

  Please accept my sincere apology for any misunderstanding regarding the optional coverage's. We have issued a refund of $286.12 to your credit card. Please allow up to 7 business days for the refund to post to your account. Rest assured your feedback will be shared with our management for internal review and corrective action as necessary. 

  Customer response

  06/26/2024

   
  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. Thank you for your help! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car rented 6/21/24 returned 6/24/24. Contract # *********. Reservations originally made 5/22/24 and updated 6/14/24. My agreement was $258.96. Thrifty is charging me ******. I will not pay this. They will not answer a call. I spent over 5 hours trying to resolve this. All I get is an automated system and I get nowhere. When I call the home office after being on hold for an hour they hang up on you. This is inexcusable and I refuse to pay anything over the ******. My entire trip has been ruined. I have spent the last 24 hours crying, calling this company and I have not slept since Sat night.

  Business response

  06/26/2024

  BBB Case 21893663
  Rental Record 166283331
  
  
  This is in response to *****************************, 
  
  
  I have attached a copy of your final billing charges which includes key replacement, extra day charge and late return fee. I hope this provides clarification. 
  
  
  Thank you for contacting us. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I rented a car at Thrifty Car Rental in *********************************** on 6/1/2024 and returned the car on 6/9/2024. I reserved a mid-sized SUV which I received, a ***** Equinox. I did not notice on the list of charges an upgrade fee on $240. I did not ask for an upgrade nor did the agent ask me if I wanted the upgrade, it just appeared on the statement of charges. I am not disputing any other charge, the total bill was $1,223.84 only the $240 upgrade charge, which I did not agree to.

  Business response

  07/12/2024

  Complaint ID: ********
  ********************** RR#: 155208804

  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 confusion caused regarding the Vehicle Upgrade fee.  Upon receipt of your inquiry as well as review of your rental, we have determined a credit is warranted. Therefore, we have processed a refund of the Vehicle Upgrade Fee in the amount of $240.00. Please note, the full amount refunded is $244.00 with applicable taxes and fees. Please allow up to 5-7 business days for the funds to show on your account. Rest assured, this matter is being addressed with appropriate management to ensure proper customer service procedures are being followed and for corrective action to be taken where necessary. 

  Customer response

  07/15/2024

   
  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,
  
  *************************

*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. ↩