SAN JUAN -- Buyer Beware. I rented a vehicle from Thrifty at their San Juan, PR location the week of the 16 - 23 November 2011. I had made the reservation via Travelocity. During the initial check in, I noticed that the price on the contract was approximately 10% higher than I had originally locked with Travelocity. No big deal for me at the time but it was a sign of later things to come.
I was offered a 'optional' service called 'easy pass'. Knowing I could pay for the tolls myself I declined the service. I was told by one of the attendants that if I used the service I without having it included into my contract I would be charged a fine of $40 by Thrifty. I asked the attendant and her counterpart to confirm whether or not I could pay for tolls with cash and to which the response was yes. With that, my family and I went on our way.
A few days later while cruising in the south coast of PR, I attempted to pay for my toll fee via the cash lane only to be told by the attendant that the vehicle's easy pass was active and had already paid the toll. Naively thinking I could pay into the vehicle's account with the intent of arguing with the rental agency about the vehicle's unwillingness to allow one the ability to pay in cash, I gave the toll booth attendant $10.00 to add into the Thrifty account.
That didn't work, I was advised that even though I had elected to pay for my tolls in cash, their vehicles already come with the 'easy pass' pre-installed which does not allow for one to pay the toll without using the service. As a result, I was fined $40.00 by Thrifty. Here is what is wrong with Thrifty's policy. If the vehicle is set to pay for tolls then do not give the option to the driver. Instead, add the usage fee to the baseline rental fee. To do otherwise is a cheap way to increase your margins by trapping tourists into an unfair company fine.
Absolutely unethical and disappointing behavior. I sent the company an email to their service department two weeks ago asking for a refund of the fine in order to salvage my relationship with them but received no answer. I am never again going to use their services. I should have gone with Enterprise.
HEBRON, KENTUCKY -- I rented a car the day before Thanksgiving. I took the car back on the following Sunday. On the day I went to get a car I heard people in the line at the counter complaining that the two car that they were trying to rent had problems and they were pissed. By the time me and my son got to the counter we were given a car that smelled like someone had sex in it.
So at that point we went back in and had to upgrade to a different vehicle which nothing was wrong with. I had no issues with the vehicle that I eventually rented. My problem is when I returned my car no one inspected it so we went into Thrifty to drop off the keys which we had to wait for thirty minutes because they only had one employee working behind the desk and that was frustrating. Well I will get to my point - I dropped my car off, left and noticed that I left a bag in the back seat. And since it was the next morning I thought it would be no problem getting it back. The only problem is you can't reach the lost and found supervisors unless you call for a week.
I left several message he never returned my call. And when I finally reached him he told me that he would investigate it and call me back which he never did. Which is unprofessional. I then reported it to upper management which later sent me an email explaining that they are not responsible for lost items are left in the vehicles which is unacceptable to me because I dropped my vehicle off on Sunday, I noticed my bag missing on Monday morning, and you can't tell me where my bag is. By the way, had two hundred dollars worth of Christmas presents in.
The point is whoever checked the vehicle in stole my bag or whoever checked it out stolen my bag. So I am going to let everyone I know even though it is a small amount of money it is the principle to me. And since I had gifts for my family that they didn't receive I am very upset. So people beware. Don't rent a car at Cincinnati Airport CVG Thirty car rentals because they don't care about the little people and have dishonest people working for them.
ORLANDO, FLORIDA -- I'm writing with a complaint about the experience at Thrifty Rent-A-Car, and I hope someone will take this seriously. I have used Thrifty Car Rental services a total of six times in a span of just over a year. This has been all at the same location, Orlando Airport, FL. Each time I left with a positive experience without any major issues. There was an incident during the first car rental transaction when the clerk counter failed to mention extra charges listed on the receipt.
We went back and resolved them telling the clerk counter we did not need all the extra unnecessary insurance since we had our own insurance coverage. I have looked through some of the letters at ** and that seems to be a prevalent problem among many other consumers too. The first two times with Thrifty, I rented a car from them. The last four time I used their airport parking service. Once was the self-parking service and the other three times I used the valet service.
My most recent experienced with Thrifty was about two weeks ago. I went to the location on Saturday, June 29, 2002 around 5:30 in the morning. I followed the signs toward the valet parking section and parked and got my luggage out from the car while an attendant wrote down some information from the car and handed me the ticket. I left my car keys in the car so the valet attendants could park the car. I then walked into the main area and signed the form and told the clerk when I expected to be home. I returned to the thrifty location about a week later on Monday, July 7 around 7:00 in the morning.
I paid the valet clerk and saw my car through the glass being parked on the curb. I could tell it had been raining most of the day by looking at the car. There was a lot of dirt and water marks all over. The major thing I saw that stood out were some black marks on the rear passenger side. At first I simply thought it was dirt or something else but I got closer and tried to wipe it off when I noticed they were actually scratches.
The black spots were the parts where paint was scrapped from the car. The scratches were about four inches long. Right above the scratches was the red side marker lamp that was shattered. Only a few broken pieces were still attached. Also the part that holds the light was popped out of the socket so it is now partially outside the slot.
I was furious. This was my new silver Lexus IS300, four dour sedan. I only got this a year ago and I have taken extremely good car of the car. That's the primary reason I used the valet service, because I felt that I was leaving my car in good hands. And the previous three times I used Thrifty, my car was returned to me the same way I had left it, with nothing wrong.
I immediately notified the clerk at the valet counter and she had the attendant who had brought the car out to see what the problem was. I pointed out the damage and then he went back inside and came back with a Polaroid camera. He took one picture and took me back inside and the clerk gave me an accident report form to fill out. I wrote down my information and handed it back.
The clerk said she would place this in the box of the person in charge of claims, and that I should call her later in the morning to check on the status of the report. I took the business card with the phone number, (407) 380-1002 and took a look at the picture to make sure it accurately showed the damage I received on my car. I got home and later called back around 10am. I spoke with the person in charge, **, and explained to her the situation. She told me to get an estimate for the repair from three different auto shops and fax them to her. So I got two estimations that day. One was for approximately $370 and the other was about $380.
The next day, July 8, I got another repair estimate. But for some reason this particular body shop wanted to charge over $600. But I took all three estimates reports, as requested, and I handed them directly to Ms. ** at the Thrifty lobby. I asked her what I should do next, and she said to wait a few days and call back then. She was going to put the estimates in a file so that the managers could review them and decide accordingly on the amount to be paid. I waited until Saturday, July 13, to call again. I called around 2 in the afternoon but got a voice mail, so I just left a message.
I called again the next day on the 14th and spoke with Ms. ** again. She told me that she had a chance to review it and that a check was in the mail. That's all she said so I waited patiently for the check to arrive. The check arrived in my mailbox on July 17. However to my surprise when I opened it, the amount only read $250. This was well below the lowest estimated repair which was $373.05. I did not understand the reasoning of paying only a portion of the estimated repair costs.
I called the next day on July 18 but got the voice mail box again. I left a message saying I had received the check, but there seemed to be an error, and that I would appreciate it if Ms. ** would return my call. I did not receive a call back, so I decided to call again on July 19 and this time I got through. I asked Ms. ** why I was only compensated for $250 when she knew that it would cost at least $120 more to repair the damages. I had, after all, directly handed her the repair estimates.
She replied that Thrifty could not know for sure whether it was one of their employees who caused the damage or a Thrifty customer. Apparently the cars that use the valet parking service are parked in the same lot as the self parking area. So, the damage might have occurred when one of the employees was moving my car or another car nearby, or another customer that was self parking his own car might have backed into it.
Either way, she said, they could not be held responsible. She even said that the company paid more than they should have and the amount paid was reasonable. I then asked her what else could be done, but she replied nothing. I asked to talk to someone else, perhaps a manager, but she was the manager of the establishment and in charge of the claims department.
I am extremely unhappy with Thrifty's response to the whole situation. The entire ordeal has been very frustrating, and my car is still damaged. I hope this issue will be resolved. Here's what I'd like to see happen: I would like Thrifty to compensate me for my losses. This means paying the remaining balance of the estimated repair costs. I have already received $250 which means there is still the amount of $123.05.
I'll definitely never rent from you again nor use your services, and you can be sure I'll steer my friends and family away from your company. Please get back to me quickly about this issue. I hope to hear from you within 7 business days.
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!
ORLANDO, FLORIDA -- I was a walk up rental customer having the ability to choose many other car rental options at Orlando Airport Site. I chose Thrifty. I told the agent I was looking for an economical car for a two day rental. I also stated I DID NOT WANT THE ADDITIONAL INSURANCE COVERAGE OFFERED BY THRIFTY... KNOWING MY OWN COVERAGE WAS ENOUGH. She came back offering a much larger SUV (not what I was looking for) and an offer (a "special" for that day) of the additional insurance being "INCLUDED" WITH THE DAILY RENTAL CHARGE.
I AGAIN SAID, "I DO NOT NEED THE ADDITIONAL INSURANCE." She said it was a special deal along with trip saver (a form of AAA coverage @ $5.99 per day).... I was not going to argue. Turns out I did actually pay for the "LDW1" coverage @ 24.99 per day, and the trip saver coverage @ 5.99 per day... over and above the rental cost. Looking back I realize the agent watched me closely as I initialed the circled charges which was an acceptance of these charges... Unbeknownst to me! Their "codes" for these services were not explained on purpose!!!
I was lied to and treated with deceptive practices. The codes they use for these insurance charges are not explained and even if you state EXACTLY what you want they deceive you. I tried several customer service complaints to Thrifty. They all stated because I signed the form and initialed the charges the bill was valid and they would not remove the charges of $49.98 and 11.98... BE AWARE!!!!
I am writing to the US Attorney General, Consumer Complaint Bureau, the NYS Attorney General and my congressman and also the Florida Consumer Complaint Bureau. Thrifty car rental will not get away with these deceptive actions. And I must add one customer service rep offered me (2) $10 coupons for future rentals... and my trouble!!!!!
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.
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!