Thrifty Complaint - Poor Customer Service
SEATTLE, WASHINGTON -- I had reserved a car rental online for a family trip we were taking. I had used my credit card to reserve the car, after reviewing the terms and conditions of the rental agreement.
We were planning on having my husband drive the rental since he likes to drive and I don't, and according to their terms and conditions, it stated either the credit card owner or their spouse could drive the rental vehicle, so we didn't think that would be a problem.
When we arrived at the location to pick up the vehicle, they tried to charge me much more than what the price quote agreement was online. I asked them why they were charging more, and they stated they were adding on a fee because my husband was to be a driver as well.
I argued that according to the online agreement, spouses were permitted to drive without an extra fee. They denied that statement, so luckily I had printed the entire agreement that showed everything and pointed it out to them....it was right there in black and white, and they STILL gave me a hard time and denied that as being part of their policy.
Long story short, After almost an hour of arguing and insisting on getting higher management called in, they finally agreed to waive the extra fee to let my husband drive, but only after the manager said they were doing me some sort of huge favor by doing that.
I am happy they finally charged me accurately as according to my online agreement with them, but just the fact that I was there over an hour, having to argue with them over what they had written IN THEIR OWN POLICY was ridiculous! I will never rent from them again!