Thrifty Complaint - Think twice before returning slightly damaged vehicle prior to end of rental agreement
KAHULUI, HAWAII -- After incurring accidental damage to a Thrifty rental vehicle during my last vacation to Maui Hawaii, I acted in good faith and proceeded to the nearest Thrifty location in order to report the incident and to evaluate the damage -- in compliance with what I though to be Thrifty’s policy for damage to its rental vehicles during a rental. The vehicle was in driving condition.
Upon arrival at Thirfty’s Kahului HI location, I was told by the attendant that I had to “sign off on my contract” and pay all fees. I was asked to terminate the rental agreement, despite me verbalizing objection. I was told I was not allowed/eligible to rent a replacement vehicle until the aforementioned Thrifty location had evaluated the damage incurred by me to the rental vehicle. I filled out the incident report where I provided evidence of double (auto) insurance coverage and reassured the attendant that I had a clean driving record and that I’m a very careful driver at all times.
The attendant proceeded to offer my travel companion a replacement vehicle, assuming we were together and/or that we would spend the rest of our time in Hawaii together. My travel companion accepted the offer as it was our only option at the time. The weekly rate pre-negotiated in my initial reservation was not honored as both my friend and I were charged a higher “daily rate”.
Thrifty’s policy regarding damage to rental vehicles doesn’t seem to address continuation of the rental agreement in such circumstances, exchange for another vehicle or possible termination of rental.
I felt humiliated and coerced to change my vacation plans given the way Thrifty Kahului handled the aforementioned incident. I believe Thrifty Kahului interpreted and enforced Thrifty’s policy on damage to its rental vehicles in a way to materialize financial gain at my expense and suffering.
It is my hope that other responsible, fully insured drivers who may unfortunately cause accidental damage to Thrifty’s rental vehicles are not treated the unfair way I was; Thrifty should offer such clients a reasonable solution in a time of hardship instead of maximizing profits at the financial and emotional expense of its clients.