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 executivecustomerservice@hertz.com 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.
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Complaints

This profile includes complaints for Thrifty's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,146 total complaints in the last 3 years.
606 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:03/18/2025
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.
On 03/09/25 @ 3:00 PM Reservation time (3:19 pm pickup time), I picked up my truck reservation from thrifty Car rental. I booked the truck reservation through Southwest's Portal for a predetermined rate of $63.48/day, for a Toyota Tacoma. Upon my arrival, the truck was NOT available. I was issued a truck and my rate show to my before leaving was still listed at $63.48 a day. Only after dropping off the car at 3/11/25 @ 4:00 PM did I get the increased rate applied to my receipt. The receipt updated to a rate of $140.15/day for a total of $507.11. When I was told of my reserved car NOT being available, I was given the ONLY truck available. I was shown the price breakdown and never was informed of the class of car increasing my rate. My receipt when I left the shop on 03/09 still listed my rate of $63.48/day. NEVER during the duration of the trip did the receipt update to show a new rate, only at the drop off. When i reached put to hertz, this was their response: "We sincerely apologize for any confusion with your charges. The vehicle you requested wasn’t immediately available. Nonetheless, we provided a suitable alternative to ensure your trip was uninterrupted. As such, your daily rate has changed from $63.48 per day for an S-class vehicle to $140.15 per day for an S7-class vehicle. I have sent you a separate email for your final invoice." I have delt with Hertz (owner of Thrifty) in the past and I refuse t0o deal with them at all--terrible customer service. Current customer Incident report: ******** Please let me know when they will be reverting the charges back to my originally agreed amount. see attached image of the receipt with my originally agreed daily rental rate.
Business Response
Date: 03/20/2025
BBB Complaint: ********
RR: *********
This is in response to a complaint filed by **** ******.

Please know that upon review I do see that this matter was able to be resolved with our Customer Care team and a refund was processed for this over charge.

Thank you for allowing me to review.
Initial Complaint
Date:03/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Thrifty Car Rental (***) on February 13/25. The car was to be returned on February 19/25. On February 18/25 I filled up the vehicle with gas at the ************ on ************************************************************************. After starting the car at the gas station, the car had no power. I was able to park the vehicle in a safe location and called Thrifty Roadside Assistance. I was told a tow would be arranged and I was to leave the vehicle with the keys under the seat. On February 19/25 I got a ride to *** to catch my flight back home to *********. I stopped at the Thrifty counter to ensure they were aware of the breakdown of my rental vehicle. Thrifty was not aware and asked me to provide a written statement. On February 26/25 I received a final copy of my rental contract. Thrifty had charged me $777 to tow the vehicle from ******** to *** plus they also charged me $1364.90 for Damages. After numerous calls to Thrifty ***************** I spoke to the ****************** to learn the Damages was a Transmission Issue, aka a mechanical repair. It is impossible to speak to an agent/manager at the *** Thrifty Office. I have demanded the tow charge and the charge for damages be reversed. The service of this rental location is very poor and there is no method to communicate with this location.
Business Response
Date: 03/12/2025
BBB Case 23015927
RR No: 932109603

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

Upon my review I have received confirmation that the vehicle was damaged as a result of being refueled with diesel during your rental period. As per the terms and conditions of the Signed Rental Agreement, you are responsible for the condition of the vehicle while it is in your possession. While I regret this is not the desired outcome, the claim is valid and will stand.

Thank you for contacting us.
Customer Answer
Date: 03/12/2025

Complaint: 23015927

I am rejecting this response because: I did not put diesel into the rented vehicle. I put $25 of Regular fuel into the car. Please provide the mechanic's diagnostic report.

Sincerely,

**** ****** *** *******
Business Response
Date: 03/18/2025
BBB Case 23015927
RR No: 932109603

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

Unfortunately, our records confirm that this vehicle was refueled with Diesel prior to return and had to be repaired before it could be rented again. I have provided the repair order and invoices for your review. While I regret this is not the desired outcome, the claim is valid and will stand.

Thank you for contacting us.
Customer Answer
Date: 03/18/2025

Complaint: 23015927

I am rejecting this response because:

Please refer to the attachments.
On February 18/25 at 11:19 I filled up with Regular Fuel at the Petro ****** on Sharpe Ave in Red Deer. The manager of this gas station provided me with a copy of my receipt on March 18/25. I have hilighted the Regular fuel and the payment by my Debit Card via Interac. I have supplied a copy of my CIBC Debit card so you verify the last four digits of my card match the last four digits on the payment receipt. If you check the record of my call to Thrifty Roadside Assistance you can verify that I would have talked to the agent, JJ, around 11:30 as the vehicle had broke down at the gas station.
The mechanical malfunction of this vehicle was not caused by me. If you refer to my closed contract #*********, I only drove the car 210 km. This was the first and only gasoline I put into the vehicle.
I demand that you reverse the towing charge of $777.00 and the charge for damages of $#****.90 plus refund my deposit of $350.00

Sincerely,

**** ****** *** *******
Business Response
Date: 03/28/2025
BBB Case 23015927
RR No: 932109603

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

Unfortunately, our records confirm that this vehicle was refueled with Diesel prior to retur. According to the diagnostic reports from the dealership in which the vehicle was serviced, the reason for the breakdown was diesel in the fuel tank and flushing was required to fix the vehicle. While I regret this is not the desired outcome, we have verified the damage claim and it will stand.

Thank you for contacting us.
Customer Answer
Date: 03/28/2025

Complaint: 23015927

I am rejecting this response because::

The vehicle breakdown was not my fault. I did not put diesel in the tank as evidenced by the receipt and payment confirmation I sent you previously.I only drovee the vehicle *************************************************************************** entering into the rental contract. I suggest you investigate this claim with the person who rented the vehicle prior to me.
You have left me no choice but to commence legal action against you.
Sincerely,

**** ****** *** *******
Initial Complaint
Date:02/03/2025
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.
1. I rented a rental car with no issue. April *****, 2024 at Thrifty in *******, ***2. Upon returning the rental car, everything was fine.3. A month later I was told I got a parking ticket while the car was in my possession. I did not! The location/ time of the ticket, I was not even at that location with the car. And, upon searching the company, the ticket did not COME FROM THE CITY. It is a private company where there is no consequence to NOT pay the ticket -- The ticket came from rentalcarticket, which a quick ****** search tells you this company is FRAUDULENT. Thrifty sent me a letter saying they are deducting both the ticket cost and additional fines from my Provident card. I messaged them saying I DO NOT AUTHORIZE THIS. Yet they took this amount ($122.00) off my card anyway.Again, there is NO consequence in not paying the ticket (i.e. it was not given by the city, rather a private lot), which was given to me erroneously ANYWAY. There is no evidence of me being parked at the wrong place. 5+ attempts of contacting Thrifty had them lead me to "rentalcarticket" company to try to resolve this, as Thrifty claims "that is the team who does the billing" for this type of thing.. untrue as all communications I received were from Thrifty directly! Never that other company! Who, by the way, did not respond anyway.
Business Response
Date: 02/06/2025
BBB Complaint ID: ********

Thank you for contacting us. We appreciate the opportunity to review your concerns. After reviewing all your documents, we have confirmed the ticket is valid. RentalCarTicket is in alignment with ATS Processing. If there is any violations/ticket during a car rental, they will notify the company to report the violation. Please see the attached files for your view and verification. We apologize for any inconvenience this may have caused.

Kind Regards

Customer Answer
Date: 02/08/2025

Complaint: 22890862

I am rejecting this response because:
1. These photos do not show that I am parked. I was in the car at the time, waiting, with the car running. I never left the vehicle parked.
2. Again, this is a private parking/ ticketing company, and there is NO CONSEQUENCE to not paying the ticket. It is not enforced and does not at all reflect on the car owner.
3. EVEN IF THE TICKET WAS LEGITIMATE-- As in the screenshot you uploaded, the ticket was NOT $122.00.
4. I EXPLICITLY emailed Thrifty and said I do NOT authorize them to charge my card for this, and yet you did.

Sincerely,

******* ***********
Business Response
Date: 02/13/2025
Complaint ID: 22890862
***** **#: 125277320
Thank you for your response.
As the information was provided to us by the issuing authorities and has been deemed valid, we are unable to reverse this decision. As our partners process the violation and do not issue the violation, please direct any concerns or disputes to the issuing authorities in this case. Our previous decision and response remains unchanged and is based on the documentation which was attached for your review.
Customer Answer
Date: 02/18/2025

Complaint: 22890862

I am rejecting this response because: the response doesn't make sense. Who is the "issuing authority", especially if Thrify is the one charging me MORE THAN what the ticket was even for? I DEMAND a refund.

Sincerely,

******* ***********
Business Response
Date: 03/21/2025
BBB Case 22890862
RR No: 125277320

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

To clarify, the issuing authority would be the local traffic authorities in the Ft. ********** area in which the rental occurred. As previously advised, we are unable to reverse this decision. As our partners process the violation and do not issue the violation, please direct any concerns or disputes to the issuing authorities in this case. Our previous decision and response remains unchanged and is based on the documentation which was attached for your review.

Thank you for contacting us.
Customer Answer
Date: 03/31/2025

Complaint: 22890862

I am rejecting this response because: As I have detailed over 15 times at this point, the company keeps giving me a run around when it comes to who I should speak to to resolve this. I maintain that both the ticket and extra fee on top are fraudulent, predatory, and unauthorized.

Sincerely,

******* ***********
Initial Complaint
Date:01/13/2025
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.
On Saturday, May 11, 2024, I purchased a car rental voucher through ******** for use at Thrifty Car Rental at the Denver Airport (see attached, Reservation #********). I paid $522.72 to ******** upfront, with a balance of $283.07 due at pickup. Toward the end of our trip, our return flight was canceled, and we extended the rental by one day. Thrifty’s app indicated that the charge for the extra day would be $100.44 (screenshot attached). The total amount I expected to pay to Thrifty was $383.51, comprising $283.07 for the original rental and $100.44 for the extension. However, on July 1, I was charged $896.74 by Thrifty (#*******), an overcharge of $513.23. Despite multiple inquiries through Thrifty's customer service email system, I have not received an itemized receipt or documentation justifying the charges. Initially, Thrifty responded with a generic message: "After further review, I regret to inform you that the charges billed were valid," without providing any supporting details. When I followed up, I was informed that the additional charges included fees for the extra day, premium emergency roadside service, liability insurance, and unpaid taxes and surcharges not covered by the prepaid voucher. These charges were never disclosed or agreed upon, and I have yet to receive an itemized receipt for verification. Additionally, my repeated requests to speak with a representative have been ignored. I am seeking a full refund of the $513.23 overcharge and an explanation of the billing practices that led to this issue.
Business Response
Date: 01/20/2025
Complaint ID: ********
Thrifty RR#: *********
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 to you regarding the final charges billed on your rental. Our records show at the time of rent, you accepted the Liability Insurance Supplement (LIS) at a rate of $18.85/day and the Premium Emergency Roadside Service (PERS) at a rate of $8.99/day plus applicable taxes and fees. At the time of your rental extension, the extra day rate of $46.66 was confirmed. This rate was applied to the 17th day of rental. As such, the final charges billed outside of your prepayment were for the following:
Extra day: $46.66
PERS: $152.83 ($8.99/day)
LIS: $320.45 ($18.85/day)
Airport Service Fee 11.11%: $114.93
Customer Facility Charge: $102.00 ($6.00/day)
Motor Vehicle License Tax: $36.21 (2.13/day)
Vehicle License Fee: $0.22 (0.480%)
Tax: $123.44
Total charges: $896.74

We have attached your rental contract which provides a breakdown of the above-mentioned charges. Please note, when the contract was extended the above optional services incurred the additional day charges as well. The charges have been reviewed and are valid based on the rental contract and the terms above.

Customer Answer
Date: 01/20/2025

Complaint: ********

I am rejecting this response because we declined both the Liability Insurance Supplement (LIS) and Premium Emergency Roadside Service (PERS) at the time of rent. Thrifty's claim that we accepted these additional "optional services" at any time is false, and we want these charges refunded as soon as possible.

Sincerely,

**** *******
Business Response
Date: 01/27/2025
BBB Case ********
RR No: *********

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

Our records confirm these charges were accepted and signed for as documented on your Signed Rental Agreement (SRA). With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. It is the customer’s 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 SRA the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 01/27/2025

Complaint: ********

I am rejecting this response because I have not received a copy of the alleged signed contract. The contract I signed explicitly included multiple sections where I had to initial to confirm my rejection of additional services. Two of us were present at the counter and witnessed the transaction. I have never accepted additional services for car rentals, as I rely on my private insurance and credit card benefits for coverage. If these services were added to our bill, this was done mistakenly (or fraudulently) by the agent at the counter.
Sincerely,

**** *******
Initial Complaint
Date:12/31/2024
Type:Product 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 rented a minivan from Thrifty out of ******* airport from 5/18/24 to 5/20/24. Rental Record# ********* I forgot my prescription reading glasses in the minivan when I returned it. I worked with the agent at the site to find the glasses. The agent retrieved the glasses and promised to mail them to me. The glasses were then lost. I worked with a customer service agent to resolve the issue. I was offered reimbursement for the lost glasses but I never received anything. I followed up several times but received no response. I am seeking reimbursement now. The glasses cost $520 to replace. I am seeking $520 reimbursement. See attached documents, with receipt with cost for replacement of the glasses. email exchange with customer service, and the first page of the rental agreement.
Business Response
Date: 01/09/2025
BBB Case ********
RR No: *********

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

I apologize for the delay. Rest assured, I have received confirmation that your compensation is currently being processed and should post within 14 business days.

Thank you for contacting us.
Customer Answer
Date: 01/09/2025

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.
Just one question here: can you please let me know how I will receive payment? If it will post to credit card account, please tell me last 4 digits of credit card.
Thanks for resolving this!

Sincerely,

***** ******
Initial Complaint
Date:06/29/2024
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 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
Date:06/27/2024
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 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
Date: 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 Answer
Date: 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
Date: 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
Date:06/27/2024
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.
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
Date: 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
Date:06/27/2024
Type:Sales and Advertising 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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:06/26/2024
Type:Sales and Advertising 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.
Rental agreement ********* Original contract was for a Malibu from 5/23/24 -5/27/24 for $418.40 from *******************. Thrifty located @*************************************** The mistake I made was not to verify the car model on my original receipt. It said ****** when I was actually given a Malibu. On 5/25/24(while I still had the Malibu) They charged me $1327.07 for a Altima for 2 days saying thank you for returning the car. That receipt was emailed to me on 5/25/24 saying I returned the car with ***** miles and that I took it out with ***** miles. BUT my original receipt says I took an ****** leaving with 423 miles on 5/23/24. All this proves is the transaction is all wrong. I actually rented a Malibu for 4 days for $418.40 which I returned on 5/27 at 3:03pm. I tried to wait to correct the billing issue but I had to leave due to my flight. They assured me it would be taken care of. I have been calling and calling and emailing and emailing and all they can say is they see nothing wrong and that everything is accurate. I am being charged for a car that I did not take and for a time frame I did not agree to. $1327.07 for an Altima! For 2 days! Instead of $426.75 for a Malibu which I did have. Even the credit card company has been unwilling to hear my side stating the rental car companies know what they are doing. I really need some help here. Thanks so much. Thrifty should not be able to operate with such impunity. They need to be audited because no doubt they are robbing people. How difficult it is to talk to someone and actually get an answer. How many people have given up and not gone this far leaving a billion dollar corporation robbing hard working people. This is the first time I have had to contact the BBB. Thank you, again!
Business Response
Date: 06/30/2024
RE: BBB Complaint # ********

Dear **************,
Thank you for taking the time to reach out to us today regarding this matter. I am sorry to hear this matter has not been resolved. I am happy to help. When you were on rent with the Malibu, do you have the license plate number for the vehicle? I do believe this is an issue that does require attention and correction, however I need to verify all information before I am able to make any adjustments. Thank you!
Customer Answer
Date: 07/01/2024

Complaint: 21908047

Thank you for trying to help. Unfortunately I did not take a picture of the license plate since upon returning the vehicle the agents said they would take care of the incorrect charge once this vehicle was processed and usually I trust businesses to do right by the customer. The only picture I have is of the dash which I took the moment I arrived. Youll see a couple things.
1. Mileage on return was 753 miles.
2. GPS on the radio shows me arriving at *************************************** at 3:06pm.
3. Picture was taken at 3:03pm on 5/27/24.
4. Steering wheel has a ***** logo.
Please review the surveillance and you will see the gold ***** Malibu being returned at that time, and a family of 5 departing from the vehicle. ***** see me go back to the counter inside shortly after trying to get this rectified. ***** see me go to the corner office also pleading my case about being charged for the wrong car.
I wanted to wait to clear it up but I had a flight to catch. Thrifty associates assured me this wouldve been taken care of.
Please check the cameras. I can assure you that will prove what I have been saying.

Sincerely,

***********************
Business Response
Date: 07/10/2024
Complaint ID: ********
RR#: 150131833

Please accept our sincere apology for the error related to the rental. A review of our records indicates there was a chargeback received from your financial institution. Our ********************** advised your financial institution that they would accept a chargeback for the amount of $1,117.55 on 06/21/24. As they chargeback was accepted, you will receive the refund from your financial institution. Again, we apologize for any inconvenience caused.
Customer Answer
Date: 07/18/2024

Complaint: 21908047

I am rejecting this response because:
Macys Has no record of such agreement and states thrifty needs to issue a refund to my card. I am caught in the middle between Macys and Thrifty and no one wants to take accountability and make this right. I simply need what was taken from me unjustly. Thrifty needs to issue a refund for the amount they agreed to, $1117.55

Sincerely,

***********************

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