Consumer Complaints and Reviews
This is worst car rental company I've taken time to deal with. They changed the verbal agreement made. When they asked to rate them the rating I wasted my time to make was changed to excellent. The corporation definitely out of consideration and total history.
I prepaid for a rental on the 7th July 2016. I then take the voucher to the counter to the day of my booking which was the 4-10th Aug. I explain to THE AGENT AT THE COUNTER that I have a voucher and it instruct me to pay 79.00 at the counter. The lady came to be bothered to serve me. She didn't take or look at the paper. She just ask for my last name on the reservations. She then quote the 239.98 price on the reservation and ask me for my credit card (before pass the card to her I ask her if she was charging me the amount she had said), agent then said "again we need your card to put on file".
She then told me that my total is 434.69. I ask her how come, she said that the hold reservation which is 239.98 + 79 +115.71 for the insurance. I told her I decline. She then advise me that it's mandatory to take out for a package. So I said "I will do the LDW". I ask again about the voucher being horned. She just brush it off!!! On the 10th Aug I return the car. Thrifty charge me 434.69 instead of 194.71 which was for the insurance 115.71 and 79.00 for fees!!! THRIFTY CUSTOMER CARE SERVICES IS VERY POOR. I sent 3 different request for help and I have got a return email and call and it's been a week!!! This is unbelievable!!!
I rented car over Expedia and returned it. Forgot keys in the car, called Thrifty.com while still on the airport and could return back to rental place and was told "just mail it overnight, not a problem". Then seen few days later I was charged $200 for keys. This is where one of the worst customer experiences I had happened: Called again, now I was said "we charge for keys, this is number for location if you want to discuss further". That number doesn't even have voicemail! Gets better - I call again, this time customer service representative says "I can open a case". I ask "can I talk with someone who has authority to issue refund" and this is where really unacceptable behavior began. I was told "you can talk with me. If you don't like it you can travel to Raleigh, NC and talk with manager"! At that point I requested supervisor.
Agent refused to connect me with supervisor saying "no supervisor available". I requested callback. Agent refused again. Then tried to finish conversation. I said I would wait on the line until supervisor joins a call. Was told "you will wait for hours" and I said "OK, will wait". Then agent hanged up. Called again, was connected to the same agent. Asked again for supervisor and made it clear that I would call as many times needed to reach agent that can connect me with supervisor. Got hanged up again. So here is how this works - left hand doesn't know what the right one is doing, but when they charge you money for that then they will hang on it. You would be insulted - I would leave to reader to decide what "don't like it, go to Raleigh, NC" means.
Just in case that we get response on this mail "we are sorry, calls us we are glad to help" - that is what you see in public forum, this is what happened in private forum. Ask yourself are there any indications I was actually helped (e.g. Did anyone posted follow-up showing that something concrete was done to help me) Based on experience I had, I should be doing business with Thrifty only if:1. I would accept that I would not be able to reach location by the phone but only central.
2. Central would not know how to provide info that affect customer charges.
3. When I am called, I should be ready to hear "if you need someone who can help, go to Raleigh, NC".
4. When you are told to "go to..." you can't talk with supervisor.
5. If you are ready to accept all of the previous, you can save $10 or so on rental. Unacceptable.
Brought vehicle back one day early. Attendant said the bill was reduced to show a refund. It was reduced, to $49.00 instead of the $51.99. We were charged. Also, we paid an extra fee for a second driver; that wasn't refunded. Finally, the customer rep, when I called the company, informed me that there's a $25 fee charged for bringing the vehicle back early! When I questioned this, she became irate, unprofessional and her voice went up! Why wasn't this mentioned?? It benefits them to get the car back and get it ready, and they penalize the customer!
Prebooked a car rental via Thrifty's website for our trip to Spain. When I picked up the car in Seville I was encouraged to take added insurance. I explained that I already had all the insurance I needed and didn't want any extra. The agent printed the contract and asked me to sign. I asked if she had removed all insurance and she said yes. Since the contract was in Spanish, I asked about the various line items on the contract and she explained that here was a charge for drop off at a different location (agreed to by me) and the cost for gas if I didn't return it with a full tank. I asked about one other line item and was told it was the pro-rated rate for the car, since I only needed it for 5 days instead of the full week.
A few days later I had a nagging suspicion and so I did a Google translate of that last line item, and learned that it was "personal insurance". I have emailed Thrifty to complain but I expect I won't hear from them. I will also refuse to pay it when I return the car, but again, I expect it will be in vain since they have my CC number. If that fails I will file a complaint with my CC company.
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Scammers of extra charges. I rented a car through Expedia and paid for it in full. When I picked it up the lady said nothing of extra charges or insurance or fees. She simply asked me to sign my paper and gave me the keys. I assumed I was just signing what I had already purchased. I later found a $105 charge on my visa. Apparently the paper she made me sign was for extra insurance and premium location fees. She never offered me insurance as I would have declined it. I feel ripped off, even if only $105. That is unacceptable sales tactics!
I rented a car from Thrifty at the Raleigh/Durham N.C. airport. Does anyone read the 20 page document? As I was leaving the airport I learned that the toll booths were unmanned. I kept close track of my tolls and attempted to pay them when I returned the car. I was told not to worry that I would be billed. I sure was. For the $6.00 in tolls, plus the $15.00 EACH administrative fee!!! My $30.00 car cost an additional $100.00. I was never offered a toll gadget, did not know the area or that I would need same. THRIFTY is a deceitful biller! Calling for a BOYCOTT on this company. DO NOT RENT.
I rented a car from the Thrifty website and prepaid in advance. I pre-paid $170 for 8 days use of an intermediate size car. We took the Detroit Metro airport shuttle to the Thrifty pick-up location where we stood in line behind 15 other people. The counter was shared with Dollar Car Rental and there were only 4 attendants, 2 were very slow. After waiting about 30 mins. we finally got waited on. We decided to upgrade to a full size car - she first quoted us a high per-day upcharge. When we expressed that was too high, she was able to lower it and we said OK. The receipt I got showed a total of $228 - and at the time I couldn't tell if that included my prepaid amount of $170. I found out later it did not - so we ended up paying a total of $400.
The second issue at the pick-up location was getting out the exit where there were about 10 cars in front of us and a very slow check-out attendant who printed out your receipt. Additional wait time increased because cars in front of us, continued to let 4 cars in, pushing us back even further. It was a very frustrating experience. When I went online to check the charges to our Credit Card - the "Business" listed on the statement was "CarTrawler" not Thrifty. It had an address of Ireland listed in the details (we flew in from Orlando, FL and have never been to Ireland). I called AMEX to dispute the charge, even though it matched my pre-paid amount. Turns out CarTrawler is a legitimate subsidiary of Thrifty. We will not rent from Thrifty again.
I had a trip to Denver, CO for 7 days from Aug. 17-23, 2016. The "online booking" total for renting a car with Thrifty was $352.44, with $254.14 being charged upfront & $98.30 payable at the counter. After the trip, I was charged, instead of the balance of $98.30, an additional payment of $426.83. This, together with the prepaid $254.14, I had a total of $680.97 for renting a Mazda 3, which was the cheapest available. Here's what the additional charge was about: 1. besides my own auto insurance, Additional Insurance for dents & scratches only - $28.49/day ($170.94); 2. Toll Charges - $12.49/day ($62.99); 3. Fuel Purchase - $39.71; 4. Concession Fee Recovery - $58.80; 5. Other Fees & Taxes - $105.99.
Here's why I wrote this review: I'd like to share my experience & gripes with fellow consumers so that they won't fall into the same pitfall that I've been through. The purchase of additional insurance was voluntary. However, from hind-sight, it was absolutely unnecessary. What do they mean by "dents & scratches only"? What if there was something more serious happened? That means you are still on the hook! I can't blame anyone for coerce or undue influence but my own stupidity in this regard. What pissed me off most is the sale of Toll Charges.
I'm new to the City. Little did I know that the tolling was but a recent introduction. From my cruising all over the city during my stay, few & far between of the inner districts charged just $0.50 for the luxury of using the leftest most designated lane (you don't need to use it unless you're in rush hours & in a hurry, perhaps). The most expensive toll I've come across was just $4.00, using the I70 for certain distances to & from certain scenic destinations. Again, you can always get by with the non-toll lanes. I bet even if I had to use toll lanes at all times everywhere, I would have extreme difficulty using up all the $12.49 per day quota, least to say 7 days. What a rip-off!!!
True, nothing illegal on Thrifty's sale, but very unethical, in my opinion, for taking advantage of the ignorant people. Fueling up your tank upon return is a universal requirement. However, if you do this yourself, Thrifty emphasized that the gas station must be within 10 miles of their return location & you must submit a receipt for proof. They also claimed that their charge of Fuel Purchase was the cheapest - $4/gallon. I later found out that the then pump price was around $1.98 to $2.30. Perhaps, difficult to qualify this sale as coerce, but close enough! I have no idea what Concession Fee Recovery ($58.80) was. I bet it must be written & buried in some tiny fine prints. I also bet nobody, except perhaps, the attorneys & archaeologists would dig deep into the fine prints to find out what this charge is about.
All in all, the additional charge of $426.83, which is more than double that of the online agreement at $352.44, is beyond apprehension & hard to swallow. This is my very first review on anything ever. I wish other people would be more knowledgeable & can make better & wiser decisions to protect themselves from an ocean of sharks. We do need to pay our fair shares but I don't think we should help creating billionaires trillionaires.
Thrifty is trying to charge me a $15 processing fee for an "electronic toll" I supposedly received near Seattle. It seems they have some lanes that are toll but not obvious. So, they billed Thrifty the $1. Thrifty never gave me the chance to pay the $1. Instead they wait until nearly one year later to tell me I owe them $16! I told them I would not pay. So they said they would put me on a "do not rent list" utilized by all agencies. I see this as extortion to the nth degree!
We rented a car thru Expedia 8/13 - 8/18/16 from Tampa airport. Original bill was $176.00. We ended up paying $380. Totally unscrupulous and unethical billing practices. We signed the contract and put it in the glove compartment. At the counter, we were asked about refilling the tank, we said we would. We were asked about toll roads and we said we didn't know, end of discussion. We did have tolls for $3.75 which we paid at the booth. We later get a bill for $48.75 for tolls plus $45 in administration fees because we did not get receipts. No one told us we needed them. Because we decided to let Thrifty refill the gas, they charged us 9.99 a gallon, to the tune of $161.76. THE girl at the counter told us $1.86 a gallon. Apparently, that is not what the contract said. I can't believe they can do this, so Beware, NEVER AGAIN!
I tried to rent a car through Thrifty in Surrey, BC and was going to return it to the Calgary International Airport. I had been warned that there might be drop off fees so I phoned Thrifty and got a nice gentleman from a call centre in the US (I think - know it was not Canada) and he said there was no drop off fee. I then went to the Priceline Site which I had told him I was booking from and continued to complete my request. Not noticing that the time was 12 pm for pick up and return and I wanted 8:30 am. I tried to change it and it would not let me. It said it would send a confirmation to my email so I looked for it and found that I could phone a number to get it amended.
When I phoned the lady said that would be corrected and I said, "Fine, thank you." Then said that the cost would still be the same and she said, "No not $53.64 but over $1,000.00." I was blown away as I had just asked about the drop fee and was told there was not one. Apparently, in the time it took to fill out the form over $1,000.00 had been tacked on. Be sure you know what you are getting yourself in for. She told me that the drop fee changes every 5 mins. I cancelled the whole transaction.
Their customer service is awful. Was misquoted rates twice by phone and was charged double upon returning rental.
I rented a car from Toronto airport on 9 of August 16 and I paid the amount cash in full and confirmed with Thrifty guy that there is no more payment needed. 2 weeks later I got my bank showing charge of the same amount to my visa card. When I returned the car the guy who received the car informed me that payment is due for payment and I surprised and went to the counter where I found the same ** guy on the counter I inquired about the payment and he told me with cool smiley face, "Don't worry payment is made." The Thrifty counter guy took my cash for himself and charge my visa card. This is apparently a fraud and I surprised how such big company with international presence do such thing. Whom to trust then.
Cheated at the counter. I have rented numerous cars in various cities but the Thrifty Car Rental in Cambridge Massachusetts has to be the worst. I was offered a device to prepay tolls. I said I wanted it, thought I had it, it was installed in my car, I pulled the handle to turn it "on" and later received a bill for $59. When I called the office the clerk was extremely rude to me on the phone and treated me like an idiot. I will not use this company in any city and recommend no one else seeking a car rental would either. In addition, when I purchased the add on, I was told I would save money as there were a number of tolls between Boston and Montreal... There was ONE.
Never rent a car from Thrifty. I bought package deal with my plane ticket 200$ for 5 days. We have to wait in line for 1 hour. Then they charge me extra 200$. I gave them back full tank but they still charge me. Their customer service very bad. Please don't ever go there. I always get from Hertz before. They are best. Bad experience.
Terrible Company. When our flight was cancelled due to weather they charged us $298 dollars for one extra day. Because of their confusing receipt system, we did not even know until months later when it showed on our credit card bill. Skanky company - very underhanded. Avoid this company.
I reserved my car online through Travelocity for $201.00 for the week. I also bought the rental Insurance from Travelocity which I always do and never had a problem. When I picked up my rental car Thrifty would not let me take the car unless I paid another $282.00 for their car insurance. My weekly rental fees went from $201.00 to $483.00 for the week. Travelocity made it right because they refunded the insurance fees that I paid them which were $70.00. Thrifty said that Travelocity insurance is no good it Texas. I don't believe they would have sold me insurance that is not valid in another state. Thrifty also charged me $30.00 to process a $2.90 toll fee that I accidentally incurred not familiar with the toll roads in Texas. I will never use Thrifty again!! What a poor way to operate a business.
Thrifty made a wrong situation right and corrected the invoice.
I was quoted 786$ for a car rental by an agent over the phone and booked the rate. I was charged over $1,6400. I was treated poorly upon picking up the car when I presented cash deposit and official orders, in accordance to their website, and they would not honor the rate insisting it was under a different category. They asked probing questions and made assumptions and told me all the other counters at the airport would charge the same. This was after I deplaned from 23 hours of international travel and they wanted to argue.
To top it off, when I complained to Thrifty they asked me to send them my documentation and never responded! I want the rate I was promised (no additional driver fee or insurance charges) when I booked the vehicle from overseas. It's why I booked Thrifty, for their supposed great rates. My rental agreement was **. Again, the worst part is they refuse to respond to me. I was in touch with someone via Twitter, they asked me for documentation, then never responded.
After pre-paying for a car rental that was put under the wrong name, the only available resolution was to add me as a driver. The prepaid cost including "all taxes and fees" was ~$190. The fee for adding a driver $13 per day. For the week that was $91. Plus taxes that was $136. However! As we added the driver at the airport, they then added a $54. Airport service fee. Original Total $190. With additional driver $380. Extortion. We decided not to pay.
I was charged a cleaning fee of $100 when I returned the car because there was a little bit of hair on the floor of the backseat. I took pictures (because it looked clean to me) and filed a complaint. They simply declined any refund because they said the facility told me about the fee. They had no interest in hearing the details. I felt totally dissed and ripped off.
I will NEVER rent from Thrifty again. Beware of cheap prices. I rented a car that was supposed to cost me $54.00 and it ended up costing me $127 because of their unethical business practices!!!
My family and I are very disappointed with Thrifty and its service. The experience we had in Guatemala felt as if their staff was looking for any opportunity to make us pay as much as possible. First one was the insurance we bought through Travelocity for the car was pointless as at the time we arrived to Guatemala we were told that we had to get a mandatory insurance through Thrifty that would cost almost 3 times more than we had originally paid, increasing the price of the rental by at least $200. Travelocity did an awesome job of refunding the original amount we paid to them.
The second flaw we saw, was in the unclear paperwork with the deposit left while the car was out for rent. We left a sum of Q10000 when we took the car, and when we returned it, their receipt was saying that we would get Q7276.80. This made it seem as if the amount we were getting in return was less than originally left. Even though the paperwork was unclear, this part ended up working out (Or at least we hope so).
Third one was when it came time to make final payment. The amount set by Travelocity was one in dollars and when the final receipt was given to us, it was changed to Quetzales, and when we did the conversion of Quetzales into dollars, the amount increased by ~$60. They mentioned that the only way we would pay the amount established by Travelocity originally was if we paid in cash. We went ahead and pulled out the cash and paid it. I could imagine if we didn't have that money at hand.
Fourth and last thing. Before we left we checked the car for scratches and I noted every single scratch in the car. When we came back, at first the guy that checked the car, started saying that the car had new scratches but I reminded him that we went through every part of the car and I showed him every single spot that was damaged before we left, and he backed off of that argument. My personal experience- I wouldn't rent from Thrifty, especially outside of the US.
It all seemed well and clean... Until 1 day after returning the car. The return inspection was fine, got the final receipt with $0 due; next day however, I got this: "Good day Mr. **. Upon further inspection on the vehicle you rented there was damage found on the passenger rear door a dent. You do have full coverage on your rental and, we will be investigating this. However could you please follow the link and complete the damage report and send it back to us via this email or fax. 902-873-2274 (Please note: Do not use fax number on report.) https://images.hertz.com/pdfs/VIR20150630.pdf. Why do they needed to ruin a recently good experience?
I was sold a false product by Thrifty Dollar's Blue Chip representative in person at the LAX Thrifty location. I was then double charged for this false product which froze my bank account, prohibiting me from using my funds. I was told I had a car to drive from LAX to Rapid City SD for 6 days for a total of $1051, then it was changed to $1062. I was told to drop the car off at Rapid City Airport. When I arrived at Rapid City to drop the car off 2 hours early, a Hertz representative told me I needed to drop it off on the other side of the state, another 6 hour drive. Hertz-Thrifty-Dollar's Central Office in Philippines kept hanging up on me and was told it was my fault for not catching Thrifty's mistake.
Thrifty's Roadside Assistance tried to help me but even with them on conference calls was unable to get a return call from the LAX office or from the Main Customer Service line. Roadside helped me arrange a tow of the car to a Nebraska location but that office failed to check in the car and refused to cooperate with even their own Roadside reps. I am currently being double charged, two charges of over $1200 each by Thrifty dollar for a total of over $2400. I originally booked the car on Hotwire for $250. I agreed to the $800 Thrifty car relocation fee. But they sold me a false product, they said I could drop off in Rapid City. It was their mistake, their main offices will not call back or cooperate. This is fraud and extortion.
Most disappointing experience at all time with this car rental company!!! After getting off the plane, we decided to go and have some food before picking up the car, and guess what? We were told we are too late to pick it up and so our car is sold out to someone else! And now we can either wait for half a day for someone to may or may not return our type of car, or we must pay more to rent a more expensive car! Are you ** kidding me??? So this company does not only make profits by renting the car we have already paid for to someone else, but also makes profits by making us to pay 100 EURO extra to rent an unnecessarily more expensive car!! How smart is that! SO if you CAN NOT guarantee that your flight will be ON TIME, or you won't have any situation to delay your pick up, DO NOT USE THIS COMPANY!
Booked car rental as part of Hotwire vacation package. Got to Thrifty pick up at airport and the woman gave me my total (after she tried to upsell me on everything as they do) and I replied that my reservation was paid for through Hotwire. She glanced at her computer and said "No, the reservation has not been paid for." Instead of arguing with her I wanted to get out of there and decided I would call Hotwire and straighten it out later. I trusted what the Thrifty car rental rep was telling me was true. THIS IS WHERE I FAILED.
Fast forward to a few weeks later, I called Hotwire and explained the situation. I was rather impressed with their customer service. The Hotwire customer sales rep called Thrifty on my behalf (twice!) to resolve the circumstance. Finally, she came back on the phone and informed me that Thrifty would not refund the amount because I agreed to pay $85 in "coverage" and because they had my signature showing this then Hotwire could not do anything. Whoa, whoa, whoa... Hold the phone. I thanked the kind, patient Hotwire customer service rep and called Thrifty myself.
As expected, they explained to me how I elected to purchase "coverage" (which by the way they explained was different than insurance as if this were to point out my mistake) and went on to lecture me about how it was my fault and I need to be more careful about what I'm signing and how the coverage would have protected me in the event of an accident... Blah, blah, blah. I explained how I was never offered coverage and was too trusting of the Thrifty rep and felt misled and scammed. They lectured me again and finally offered to refund me 50% of the coverage while continuing to lecture me about how I need to better understand what I'm paying for. I was ready to be done with it, accepted the refund, and agreed that I do indeed need to be less trusting and more skeptical of Thrifty Car Rental reps. End rant.
Prepaid for the "they choose the car" deal. Money taken out of my account and denied a vehicle when I arrived at the counter. When calling customer service no one would listen to my complaint. Had to get very irate (out of my character) and demand to speak with a supervisor who was still unhelpful. I will NEVER EVER rent from Thrifty nor the 3rd Party CarTrawler (too much of a hassle and very stressful). Would NOT recommend not even to my worst enemy!!!
My wife rented a car online through Thrifty Rent A Car. Since their 3rd party billing company, CarTrawler, is based outside the US our credit card company declined the charge. We received an email from Thrifty saying we had 24 hours to make a payment or our reservation would be cancelled. Our reservation was cancelled in less than 5 hours. I called Thrifty a couple hours later to reinstate the reservation and they said I needed to call another number but I was not told I would be calling a different company. After going back and forth with CarTrawler, I got my reservation reinstated. However, they did not say the reservation would be held by a different company. I also verified that it would be for the same amount and the same economy class car.
When my wife arrived at LAX she went to Thrifty and was told she had no reservation. After some research they told her that her reservation was at AVR (Airport Van Rental). So they made her walk almost a mile with her luggage in 95 degree weather to AVR. When she arrived at AVR we found out that the rental was for a cargo van. My wife couldn't drive a cargo van and the only option was for a minivan. So instead of our $65 economy class car rental we ended up with a $152 minivan rental. This was after 2 hours and she had no choice but to take this rental because we had a family emergency which was the reason for the trip. I called Thrifty asking for a refund for the difference of what we actually paid for what we were supposed to have paid for our car and they just tell me that they cannot do anything and that I have to deal with the 3rd party billing company, CarTrawler.
CarTrawler is a scam, the people barely speak English. I asked for a supervisor on multiple occasions and every time I was told they were not available. I was told a claim would be made and that I would receive an answer within 48 hours and I have never heard back. Thrifty and CarTrawler combined make up the worst rental car experience ever. It's not worth the money you think you will be saving to rent from Thrifty because they will screw you over just as they did to us. Stay away from Thrifty Rent A Car!
I rent an online car with a price, page and then in the office of airport West Palm Beach Florida, I was loaded with 75 percent more. According to them safe, lost, or absurd things that I had to pay that. I never happened to me before, ahh, and office phone is out of service!!!
Lauren FixAutomotive Contributing Editor
Lauren Fix is an automotive expert who earned the title of The Car Coach, and is recognized throughout all forms of media as a woman with in-depth knowledge on vehicles, technology, automotive finance, repair and trends. Founder of Automotive Aspects, Inc., her understanding of automobiles has made her the “go to” person on TV, radio, print and the internet. She writes a column for multiple outlets including Parade Magazine, NewsMax and Car Coach Reports. She is a regular guest on all the major news and morning shows discussing the latest updates on cars that will help drivers of all ages learn to about cars and make smart decisions.
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Part of Hertz Global Holdings, Thrifty Rental Car has more than 1,000 locations in 77 countries. It focuses on serving cost-conscious consumers and business travelers.
- Best-rate guarantee: Renters may book on one travel site, only to find the same terms on another site at a lower price. When booking on the Thrifty website, the absolute lowest price on all rentals is guaranteed.
- Airline loyalty program: Thrifty Rental Car partners with airline rewards programs to offer miles or points for every rental.
- First-time rental guide: The first-time rental guide on the Thrifty Car Rental website walks customers through how to make a reservation and what to expect.
- Contact: Call or email Thrifty Rental Car during normal business hours for fast service, or use its urgent contact line in the event of an emergency.
- Loyalty program: Blue Chip Rewards loyalty program comes with benefits like shorter lines, faster reservations, faster drop-off services and members-only discount offers.
- Get more for less: Pay for a compact car rental and get something larger with the Wild Card rental. Any reservation with a Wild Card is guaranteed at least a compact car, but it may be upgraded at no additional charge.
- Best for Vacationers, business travelers, temporary workers and those with cars in repairs.
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Thrifty Car Rental Company Profile
- Company Name:
- Dollar Thrifty
- Year Founded:
- 5330 E. 31st Street
- Postal Code:
- United States