5310 E. 31ST ST TULSA,, OKLAHOMA -- This is to make sure that Thrifty Car Rental 102 Airport road Simpson Bay in St Maarten N. A. doesn't attempt to make an additional false charge against my Visa. The charge of 131.01 is $5.91 over what my paperwork from Expedia shows would be the total cost of the rental car.
My husband and I arrived in St Maarten late afternoon on May 17th and proceeded to Thrifty Rental to pick up our car reserved through Expedia for seven days to return on the May 24th 2011. We were the first people to the rental counter. We had arrived first, we were the last to leave of 7 couples arriving with us to pick up cars. The person waiting on us was new and didn't understand the computer system well. We showed him the reservation made through Expedia showing a total dollar figure and he didn't know how to back into the number in his software.
We decided to take the car and speak with Expedia to resolve the overcharge after we returned. We were given a car, we looked over the car, found dents and scratches, had them noted on the proper form and left. When we arrived at Simpson Bay Resort we found out there wasn't a door handle to open the passenger side door.
We learned that Thrifty maintains a desk at the resort from the resort front desk personnel. We found the person manning the desk and explained the lack of a door handle. He called the main office where we rented after we showed him the lack of a handle on the passenger door. He told us told us he had another car for us outside. The resort rental person wrote out a damage transfer sheet showing we were getting another car. We were told to keep our original contract with it.
The day before we were to turn the car in we drove down the hill from the resort to go to breakfast . I noticed the car would lurch rather than take off smoothly. I took the car into the rental agent at the resort desk as he was close. The agent explained he didn't have a car that day at the resort. He further explained we would have to take it back to the main office a couple of miles down the road.
I asked him to drive the car before we took it to the main office. I was concerned that the car was not safe. He was reluctant to test drive the car but eventually obliged us. My husband jumped in the car with him. He took off at a high rate of speed on the resort ramp leading from the front desk. My husband asked him to slow down as it was more noticeable at slow speeds and it was dangerous to drive fast where so many people were walking. He stopped driving fast than he noticed the lurching as we had.
My husband was reluctant to drive the car; he suspected the transmission. We didn't want to be stranded between the resort and the rental place. The resort agent assured us the car was low on transmission fluid and said the car would make it to the rental office. No problem. Any other car rental company would bring you a car or have the vehicle towed to their location. This company has no concept of service or safety.
We pulled up to the rental office an employee came and we explained what the vehicle was doing. He got into the vehicle drove it back and forth it did the same thing. He went into the office to arrange another car. A few minutes later another man came out and saw some fluid on the ground near the left front tire. He drove the car around the corner to the wash area my husband and I followed. My husband told them he wanted the car jacked up so he could take a closer look as long as they were accusing him of damaging the vehicle. They complied.
After jacking the vehicle up the mechanic with the agent standing there looked at my husband and said, "You have hit the oil pan." We both replied that we hadn't hit anything. My husband knelt down and looked. He could see the plastic cover that is supposed to protect the oil pan was completely eaten away. My husband responded that the entire bottom of the plastic cover was worn away. He also pointed out that the dents and scratches in the oil pan were rusted not shiny metal as you would have if the damage was recent.
My husband brought his face closer to the pan. Asked the mechanic and the rental agent to come closer. He again pointed out that there was no new damage, showing that all the scrapes were rusted over the front leading edge was scaly rust. It had been there a long time with no new bare shiny metal showing. He also pointed out that there were no puncture holes or oil on the pan. The mechanic said yes it is rusty but it wasn't leaking. My husband replied again that we had not hit anything that this was obviously old damage. He also stated that we were able to drive the vehicle to the rental place without the engine seizing.
My husband stated again that the agent at the resort rental desk said the transmissions oil was low and that was the cause of the lurching. My husband stated the oil must be leaking from the filler bolt on the pan or from somewhere above. He repeated there is no puncture holes on the pan and no oil showing anywhere on the pan. My husband is a Private Investigator. He is accustomed to running investigations and asking questions to obtain answers. He had the feeling they were going to attempt to run a scam by the way they were acting prior to him asking them to jack up the car. They stopped answering his questions.
While the vehicle was jacked up my husband continued to take pictures of the dented rusty bottom of the pan and its worn out cover. He then told the rental company he wanted the plastic cover removed so he could look closer and take photos even though the cover was worn away from the bottom. My husband wanted to see the sides of the pan. They complied removing the cover. They wouldn't say anymore about the vehicle. They asked us to leave the wash area. They brought us another car.
My husband took a beach towel I was holding to transfer to the new car and lied down on it on the ground in front of the vehicle after getting the man's attention. He ran his hand on the inside bottom of the plastic cover. When he pulled his hand out it was full of oil from this replacement vehicle.
The plastic cover had a crack approximately 8 inches long but not completely worn away. The man then told my husband, "I will get you another vehicle". He brought around another car of the same make and model. My husband lay on the ground again ran his hand on the same location again. His hand came out covered in oil. This plastic cover also had a crack which my husband photographed. At this point my husband who is usually reserved and quiet said, "What kind of a racket do you have going here, attempting to blame me for a leaking pan that all of the vehicles you bring out have."
The man said nothing. He brought around an upgraded, much newer vehicle. Again my husband got on the ground ran his hand this time the plastic cover was not cracked and no oil was leaking. Before leaving they asked my husband to write out a statement. My husband said, "I have nothing to report." "We did not hit anything," he told them. He could not report what he did not do.
He told them, "It is obvious that you don't inspect or provide proper maintenance to your vehicles as I has just found two more with the same defect." The man from the car rental said they wouldn't give us a car unless we wrote out a statement. My husband wrote out exactly what he told them that he had nothing to report. I have a copy of the statement my husband wrote.
The following day was our day of departure. We came to return the car we were given the day before. My husband started the check in process. When you rent the car Thrifty requires their customers to allow them to take two separate imprints of your card on credit card slips. On one of the credit card slips they write the contract amount. On the other slip they write 850.00 dollars or leave it blank (I can't remember) and require you to sign both. They said when we left the island they would give the slip back to us that represented the deposit to tear up.
We finished the checking out. My husband said, "You haven't given me the deposit credit slip you asked us to sign." The man replied, "It looks like you have a damage report here." My husband replied that we had not damaged the car and suggested that the man read the statement my husband wrote. My husband asked to speak to the manager. They said he was at a meeting and encouraged us to call their customer service number.
My husband told them that they wouldn't be able to get away with what they were doing, that he had taken pictures of all of the leaking cars they had attempted to give him prior to giving him the upgraded car. He told the agent he wanted to show these pictures to the manager. This agent replied again that the manager was in a meeting. We had to go to the airport to catch our flight and left.
This company needs to be stopped. My husband will be sending these pictures to Expedia, as well as Visa. His intention is to send this package to Thrifty headquarters, Media outlets, and the Insurance Industry to learn if Thrifty or Dollar at the same St Maarten address (companion businesses under the same roof) have made similar claims against other unsuspecting innocent people and got away with it.
We were supposed to pick up the minivan in Las Vegas airport that we have reserved on Thrifty.com about 1.5 month before. Even with drop off in San Francisco, weekly rental, unlimited miles the price was pretty good, about $450. The pick up time we indicated on reservation was 11 am. We came to airport 11:10 am, huge line, so we got to the counter around 12:15 pm.
Customer service lady refused to honor our reservation price even after I showed printout, actual email received from Thrifty and went to Thrifty website on my iPhone to show her the reservation. As a robot she was saying continuously: "There is nothing I can do, computer shows different price, your rental price is $575 instead." For some reason she looked surprised that we had a nerve to argue with her. 15 minutes after she finally called manager.
New lady went over our reservation, said she will do a "special" arrangement for us (!) to honor the price the company gave us! What "special" arrangement?! All you have to do is honor your own reservation! Manager promised us that she will adjust the price, but since it will take time, meanwhile we can go pick up the car, and she will meet us there with modified invoice. Anyway, another 40 minutes were spent trying to decline their additional insurance and trying to prove that our own car insurance does cover rental cars. We had to call our insurance to get them fax our policy, otherwise Thrifty won't agree.
Advice to everyone renting car: if you are planning to use your own insurance make sure to have your policy on hand where it's clearly defined! Finally we went to get a car, we waited another 30 minutes, no one showed up. We left deciding to call Thrifty and resolve this matter over the phone.
Wonderful week in California passed by, we got to San Francisco about 4 pm and went to return car to one of the city locations. I somewhat expected problems so wasn't surprised when a technician gave as a printout of total price $865 after we returned the car. After we asked what is going on he just said a computer gave me this price. Here we are again at customer service counter. Plus side, only 1 person ahead of us. We got to the counter, the nightmare is all over again:
There is no mentioning anywhere that manager in Las Vegas adjusted the price.
Our reservation had unlimited miles, their reservation had 1500 miles. We we were hit with additional miles charge.
We brought the car too early! The weekly charge kicks in ONLY when car is returned at 5 pm, not a minute before. Since we returned car 4:05 pm our weekly reservation disappeared and some day by day change appeared! The funny thing is that manager suggested us to get the car again and drive around for an hour, and come back at 5 pm because the computer (again) won't let him to adjust anything! Finally we negotiated to not getting a car, and simply come back a hour later and he will make another adjustment that looks like we returned car at 5 pm.
Saying that we were furious would be a big understatement, we travel quite a bit, rent cars very often. Sometimes we have issues, but not anywhere even close to this one.
I have to thank the manager in San Francisco who spent quite some time with us, on a phone with Las Vegas, Thrifty and finally resolved the whole issue. He even apologized for all our trouble, something that no one in Las Vegas never thought of! Actually our final price came about $30 less than our original reservation. We haven't complained, but for all the time and troubles they should have given us the car for free!
Lessons learned: Avoid Thrifty even if they have lowest prices (though I assume this could have happened to any other car rental). Always have your insurance card AND insurance policy if you want to decline rental's insurance. Call your rental company before pick up and triple-confirm price, pick up time, drop off time, miles to avoid surprises (though, again, it might not help).
WEST DRAYTON, LONDON UB7 0HJ, UK -- I advise you not to rent from the Dollar Rent A Car "London Heathrow Airport" agency. The agency is not at the airport, but, rather, in the lobby of a Sheraton Hotel away from the airport. Moreover, it is not a Dollar agency but, rather, it is a Thrifty Rent A Car agency which, as it turns out, is actually run by a company called "Scot Group Ltd". After returning the car, this agency charged my credit card about US $500 to replace a tire they claim was damaged while I had the car. As explained below, this claim was incorrect and the evidence provided to support it was obviously false.
When I picked-up the car, the agency gave me a "Pre/Post Rental Damage Report" which had at least 16 areas of damage identified. I examined the car and attempted to identify each claimed area of damage, but, in almost every instance, the claimed damage recorded on the Report was inconsequential or non-existent. I rubbed at least one of the claimed scratches and found that it could simply be rubbed away. I did not understand why so many insignificant or illusory items of damage had been noted, but I did not see any point in disputing the presence of damage the rental company had identified.
When I returned the car, a male agency employee claimed that he had found new damage to the front left tire. The Pre-Rental Report noted damage to the front left wheel or tire, but the employee insisted that he remembered inspecting the car (at least 10 days before) and seeing damage only to the wheel. Just by looking, it was obvious the damage to the tire occurred at the same time as the damage to the wheel.
The Assistant Manager of the agency e-mailed purported "before" and "after" digital photos in order to "prove" that the damage to the tire was new. However, examining the photos showed that the "before" photo was of a different wheel and tire.
Thrifty said they would charge my credit card UK pounds 298.98, which they said was the cost of a new tire, an "administrative fee of [pounds] 37.50", and a charge for refurbishing the alloy wheel (65.00 pounds) (which even Thrifty said had been damaged previously). In the end, Thrifty charged UK pounds 343.04 (about $500) over the rental for replacing one tire (on the internet e. g., www.etyres.co.uk, tire prices in the UK for the type of car I had, a Ford Focus, run from 75 to 105 UK pounds).
When I picked-up the car, I noticed 2 sets of customers engaged in heated arguments with a man behind the Thrifty counter. I could hear that the customers were challenging damage claims by the Thrifty representatives. The customers were complaining that the claimed new damage was not their fault, that they wanted documents (which the Thrifty representative was refusing to provide), that they wanted to speak with the supervisor or manager, who was not then available, and that they could not wait for the supervisor, because they had planes to catch.
When I returned the car I had the same experience. Again, the manager was "not available" and nothing could be accomplished at the agency. The Thrifty employees were surly, and their treatment of customers was uninterested and mean. It was obvious this agency was very familiar with, yet utterly indifferent to, angry customers.
TULSA, OKLAHOMA -- I decided to shop price instead of Hertz, my home car rental company for many years. I chose Thrifty. It was a nightmare. I arrived in Denver to pick up my car. It was February 6, 2010. To find my reservation, they had to use my confirmation email because they had lost it, including the credit card information I had given them in making the registration. I waited so long at the counter while they tried to find it, that the clerk gave me a bottled water! We finally just started over.
After I finally got ready to choose my upgraded car, they gave me my GPS - a plug in with a chord, not built into the car. It was new, so the counter person didn't know how to use it. I had to unpack it from its box and read the directions myself. By this time, the clerk and I had hit it off, so we almost had a date. I never did take her up on the invitation to dinner, but she was the only good thing about Thrifty.
The car choice was not the promised upgrade as promoted to me when I made the reservation. Only 3 Hyundai Sonatas - all alike - were left. So, let's see, did I want Hyundai #1 with the yellow fabric seat covers, Hyundai #2 with the gray cloth seat covers, or Hyundai #3 with the dirty black seat covers! I chose the green one with yellow seats covers - not as garish as it sounds.
Before I left the counter, my friendly reservations specialist told me to go ahead and join the Blue Chip club before the end of my 17-day visit, because I would get a one-day refund credited at the check-out. I was surprised she hadn't asked me that during the check-in, since we had to start all over again. But I had my laptop and she gave me the website, so I thought I was all set. Yeah, right!
In Denver, unless you want to pay a fine, you have to avoid the toll roads, since its all pre-pay. Otherwise, Denver fines you $25 every time you get on, even if you didn't intend to. So, right out of the lot, I am trying to avoid the toll highway that leads away from the Denver airport. But, I can't get the GPS to give me an alternative route, so I just figure I'll take the first exit before the toll station. Well, that didn't work. I now owe Thrifty another 27.50 for my toll and fine. I got off the toll road immediately after getting on it, before the censors (I thought), but I guess not.
During the trip, the car was okay. Not as clean as I originally thought, and it was out of window washer fluid which I filled up when I took time to vacuum the car out the next day. A previous customer had left peanut shells under both front seats. I don't know, maybe the circus in town distracted the guy in charge of cleaning the car! Or, maybe it was a Republican, who knows!?
Before I turned in the car, I took time to register online for the 17th day discount by joining the Blue Chip club, but I got an email the day before I left saying the computer had been down, had lost my information, and would I please try again. Because it was just a day before taking the car back, I thought I better call customer service. I did.
After going through the usual queue of phone choices, verifying that I spoke English and all of that, I finally reached a customer service representative. She said she couldn't help. The computer was down and I would just have to try again. So, I did, assuming that I might get the chance the next day when returning the car to see my girlfriend at the counter and assure my 17th day discount. I also filled the car with gas before I went to bed the night before, as I was supposed to do.
When I returned the car, the place wasn't even open. It was 6:30AM and the only person at Thrifty to talk to me was the person receiving cars. I felt sorry for her. She could not speak English. So, figuring I would have to deal with this later, I just took my ticket from her hand-held computer, and walked to the bus and went to my plane.
Before I boarded the plane, I called Thrifty. As it turns out, I guess Oklahoma (Thrifty headquarters) wasn't open yet, so I got no help. Later in the day, however, I tried again and got the response that they would send me a Blue Chip discount for my next 17-day trip! Lovely.
I have since written two emails and one letter and heard nothing. I have never been able to join the Blue Chip club. And, would you believe that, in reviewing this file, I just noticed that they charged me for $50 extra for 20 gallons of gasoline, as if I had NOT filled the tank! The person who couldn't speak English had asked me if I had filled it. I said "yes", but she must have marked "no." Anyone out there know someone better than Thrifty? Oh, and P.S. NOTE TO THRIFTY: A Hyundai Sonata only has a 17-gallon tank!
ASBURY PARK, NEW JERSEY -- THRIFTY/DOLLAR RENTAL CAR- ASBURY PARK, EATONTOWN NJ-NEVER AGAIN NOT IF IT WAS THE LAST AGENCY AROUND!!! I am so disgusted with this company and the experience that I have had with it. I rented through Thrifty through a very nice girl out of one of the other offices. When I rented I was told that I would have to go through Dollar Rental car in Asbury Park because it was closer. I called them because I rented with them in the past in Florida and had a great experience. I had an accident and my insurance was paying for it.
I easily could have gone through Enterprise because that was who my insurance company suggested but chose Thrifty. Upon renting I found out that I would be charged $5 a day as well as tax on the amount because my insurance company wasn't covering that part. Needless to say Enterprise told me that they would not have done this as well I called the insurance company and they told me that most agencies waive this fee. I also rented in the past when I had an accident through Enterprise and was not charged these fees...
Anyhow this was the least of my problems so it seems. I got in the vehicle and it was disgustingly dirty, the window was hard to see through and when I tried to use the washer fluid it was empty. There were crumbs and hair all over the place it was obviously not cleaned. As well I checked the oil level and it said it was extremely low.
When I called the office I was told that they were trying to give me a nicer car therefore they did not have time to clean it and put the fluid in and that they did not think it was that dirty. They stated to me that the oil level was fine but I personally know it was not. After driving the car for some time it seemed as though one of the tires was low and when I called about this they told me that was fine as well.
Day 9 of my rental I was very sick leaving the store and had a friend drive me a half mile home. As soon as I got home I got a call from the "owner" being extremely rude telling me that he saw someone else driving "HIS CAR" and that I was in breech of contract and I explained the situation to him because I was ill and was vomiting. He told me that he will now be charging me an extra $150 on top of what they are already charging me and that was him "BEING NICE because he could charge me $400". I again explained that it was an emergency and I was not in the position to drive.
I told him that this was also not explained to me when I signed the paperwork and that ** the person who did the paperwork with me didn't say that. He then proceeded to tell me that he was ** and I told him that a few minutes earlier he told me he was the owner, **. He then told me that he wants his car back between 9 and 12 then next day or he will be calling the police to file a police report for a stolen vehicle if I do not return it.
The whole experience has been horrible. I would NEVER rent from them again I would rather be without a car and walk. As now I am without a vehicle because my car is not yet done being fixed. I would like to say that you catch more bees with honey and had he been a little nicer and had a little more customer service skills I would not even be writing this review. I am disgusted with not only the vehicle but the treatment I received from this company.
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.
AUSTIN, TEXAS -- Thrifty Car Rental has a business practice of showing sweetheart rates and then gouging the customer with hidden fees. For example: Monthly rate: 17/day. Day rate: 60/day. Return a day EARLY and you have the day rate. Fuel refill cost: $2.00. Good, right? Not so fast. They don't tell you at the counter that fuel taxes are not included. Second driver doubles the cost. On and on...it's ridiculous. I just parked my car at the airport to avoid a $2,000 price bump on a $1,000 rental. WOW.
TAMPA, FLORIDA -- May 2013 Starting with the positive. Got a great rate for a five day rental on a mid size SUV and the gentleman at the front counter at the airport was extremely nice, friendly, and courteous. From that point on, there is not a good thing I can say about my experience with Thrifty. The first car I was given didn't even make it out of the parking space. Awful noise coming from transmission when I put it in reverse. Thrifty guy told me the brakes were wet because the car had just been washed and the noise would stop after it was driven. Funny because the car didn't appear to be just washed and I know what wet brakes sound like. I refused the car.
Second car was absolutely covered in whole dead bugs. The windshield was so filmy with bug guts you could barely see through it. There were used drink cups and swizzle sticks in the car. I refused this car also although the Thrifty guy assured me that "The car has been serviced. This is Florida. Those bugs just don't come off". Again kind of funny because on our way out of the airport an hour later, this same car (recognized the scratch on the back bumper) was in front of me pulling out of the garage and spotless.
The third car I accepted. A couple of minutes after hitting the main road, I noticed the Oil Change Required light was on. It stayed on the entire trip making me somewhat nervous about all the driving I did and waiting to see if the actual oil light would come on. When turning the car in, I mentioned it to the girl who did the check in and she said that light stayed on all the time because Thrifty serviced its own cars and so they couldn't turn it off. Funny that every mechanic I know knows how to reset the codes.
I really don't appreciate being treated like a stupid woman which is exactly what Thrifty employees did. Nor do I appreciate having to worry about a car I've paid to be able to drive. Don't care how good the deal is, I won't be a Thrifty customer again.
Update 6/13/2013 - Today I received an email from Thrifty stating I was going to receive a coupon in the mail good for one free day of car rental. A few minutes ago, I got another email stating that I should ignore the previous email. Apparently, I will not be receiving a coupon and they apologized for any confusion their 'eagerness" had caused. Way to Win customers and inspire confidence Thrifty. Wasn't going to use you again anyway.