JFK, NEW YORK -- I'm a very frequent traveler and renter of cars all over the country and the world. On this occasion, I had relatives from Europe visiting and offered to make their car reservations for them. Without going in to all of the details, let me just say that after their 8 hour flight from Europe, we spent SEVEN HOURS at Thrifty JFK getting a car which ended up NOT being what we had reserved. It was a nightmare from beginning to end. I will never rent from Thrifty/Dollar again.
SAN JUAN PR -- Made reservations same day in the morning to get the car at 1:30pm. Booked through carrental.com. Had our confirmation email and number. They didn't have record of it so, no car. Wasted the first day of my vacation. Not done yet, I'm going after carrentals.com. Unhappy customer.
ORLANDO, FLORIDA -- Worst customer service I've ever experienced. For a 2 week rental they charged me $698.They were suppose to refund the money that was on hold and never did. No one had on name tags at the desk. They very unprofessional and disrespectful. It is true what they say "cheaper isn't always better". Never again will I purchase anything from this company.
CANCUN -- We rented a van on January 2nd at the airport in Cancun (reservation **). When returning the van they said that there was a damage at the wheel rim. When observing it very carefully you could see a very small indentation on the rim (about 1mm in diameter).
A damage like this could only be caused by almost [destroying] the whole wheel, so it was obvious that the damage was already there because the wheel was otherwise perfect. They charged us 400 dollars for that damage which is clear that was already there when renting the car (invisible to the naked eye unless you knew it was there and you are an expert in rims). We took pictures of that alleged damage. I am enclosing one.
PHOENIX, ARIZONA -- I was charged almost 3x what I was quoted online, with surcharges and fuel. Pressured into upgrading and/or paying $10 a day extra for GPS (we declined both, and found the GPS was there anyway). I asked for the prepaid fuel option, but was charged $96, at $10 a gallon, at the end of the trip. All right, I didn't read the fine print, assumed the clerk had done as I'd requested. However, this clerk was the only one available to serve a long line of people, so we waited one hour and ten minutes to be served - after 14 hours of travel, you can understand that I was tired and irritable and willing to believe that when I declined certain options, I'd be respected.
When we were given our car, which was scraped and dented, the attendant would not assist us in making a vehicle inspection and filling out a form, said merely "we don't worry about any scrapes under six inches". I finally spoke to two more agents before I could get the form and mark the damage on the vehicle picture.
Upon complaining to the parking attendant, I was referred to the manager. When I saw him, risking missing my flight, I was referred to the 800 number for Customer Service. When I waited on the phone for 20 min with Customer Service, they hung up on me twice when I said I wished to make a complaint.
CAVEAT EMPTOR. Read the fine print, to know that you are being cheated into signing for something you didn't ask for. I will NEVER use Thrifty Car Rentals again. By the way, the guy coming on to his shift just as we were leaving the rental office remarked to his fellow worker, "Now you get why over 30 employees have quit since October." What a surprise.
By the way, my review on Thrifty's Facebook page was removed by them. It is curious to me that none of the large travel companies have a category for reviewing car rentals, and the ones posted online are solely positive ones funded by each company.
LOS ANGELES, CALIFORNIA -- I have never been so upset by a rental car experience as I was this time. One word sums up this experience: RACISM. I rented a car for three days. The pickup experience was good. The car was a Prius and it had problems. The car kept saying "does not detect key" and was a pain to start each time. I could deal with this and was not completely upset with the car. Just annoyed.
The big problem came when I returned the car. I got on the shuttle to go back to LAX and I was holding my briefcase in front of me. The driver approached me and told me to put my small case on the rack. I very calmly said that I had fragile items inside and I would hold it. I also thanked him for his concern. He then insisted that it was a rule that all bags must be put up on the rack and told me again to put the bag on the other side. I again politely declined trying to explain again about the items in my bag and that I would hold it. He then told me I was blocking the walkway. However the bag did not protrude any further than my knees when I was sitting down.
I again in the most polite way possible told him that I would continue to hold my bag. At this point you asked me to get off the bus. I said I would not leave the bus and he could get the manager of the location to come and talk to me. He started getting more angry and told me to get off the bus. At this point the other passengers on the bus told him to leave me alone. He continued on for another two or three minutes and I said I would not get off the bus unless the manager of the location came out and told me that I needed to get off. At this point he just became frustrated and said "WHITE PEOPLE" walking to the driver's seat and slamming a clipboard down.
Keep in mind that every person on the bus was a "white person". At this point I stopped talking to him completely. An older gentlemen probably around 65 or so was extremely upset by his statements and started raising his voice at the driver. I told him it would do no good and the best thing we could do was ignore his ignorance.
I called customer service but they would not connect me to the location to speak to the manager. I actually never in 35 years have had an experienced this. While I was not really offended because I can recognize that he did this out of complete ignorance and obviously did not have enough education or common sense to know better, I still feel like I need to say something.
CVG AIRPORT, KENTUCKY -- I had a car reserved for a trip from Jacksonville Fl. to Cincinnati Ohio for Jan 10-17. My plane was delayed and Thrifty was informed that I would not be able to pick up my car on the 10th as scheduled due to arriving after they closed. I stayed in a hotel overnight and went to Thrifty the next morning and Thrifty refused to honor my reserved rate. New rate was $170 more than my reserved rate. The terms and conditions of their rental agreement plainly states on #8 that Customers with reservations who experience weather or mechanical delays with airlines will be accommodated. Not good customer service so I went elsewhere to rent a car.
HOUSTON, TEXAS -- Thrifty does not answer the questions asked. I asked for the lowest price for a car, which would've been a weekly rental rate. Instead I was charged $569 for 4 days for a compact car, and that was refusing the insurance. It was truly a compact car, and the smallest car I've ever driven.
The situation went from bad to worse. Integrity is lacking at all levels and the customer service does not improve through the ranks. My experience was horrible enough for me to write my first review ever. I will not ever patronize this company again. They could offer me the car for free and to keep it, and I still would not think of dealing with them. STAY AWAY.
RENO, NEVADA -- I forgot what it was like to deal with a corrupt car rental company! So don't be a "deer in the headlights" like I was!
We reserved an Economy car described as a Kia Rio or similar (4 doors with a trunk). When we got to the Thrifty/Dollar rental desk, they stated that "their Economy car was a Fiat hatchback and it wouldn't fit our two pieces of luggage" (our luggage was average sized). I stated that the car I reserved does fit 4 people and our two pieces of luggage. She stated, "Well everyone has a different perception of what two pieces of luggage means." The Fiat barely fit two carry on pieces! She then recommended I rent a mid sized car. Are you kidding me? For two pieces of luggage and two people?
I told her I wanted a car similar to the Kia Rio that I reserved. She offered me a Toyota Corolla. My initial reservation total was 129.00 for 7 days. She ADDED 200.00 for the Toyota Corolla! I was livid! She left me no choice but to accept it, or lose out on the 129.00 for the reservation and have to find another car somewhere else. What was Thrifty/Dollar's response when I contacted them? Oh well, you signed for it and drove off with it.
PLEASE AVOID THIS PAIN! DO NOT RENT FROM THRIFTY/DOLLAR! But if you are stuck with a reservation you can't get out of, bring a picture of the car type you reserved, just in case, and...good luck!
HOBBY AIRPORT HOUSTON, TEXAS -- I reserve a premium full size vehicle from Thrifty online to be pick up when I arrived in Houston, at Hobby airport. I also call them to confirm that they would have one not leaving anything to chance and they said they did. Well when I arrived they had only a Dodge Challenger which had been in an accident and they pretended they didn't know it, and gave me a Chevy SUV Captiva which was too small. No GPS or good radio. I reserve a premium car and got some trash for my money and they gone tell me that the Chevy SUV was equal to a premium. It was too damn small for someone over 6 feet. Very disappointed and feel cheated!