RateItAll: The Opinion Network

Thoroughly Dissatisfied! Wondering whether Thrifty is incompetent ... or worse

I rented a car from Thrifty in Seattle for ten days, returning the car in the same condition as received. As far as I could tell, the car was undamaged when I returned it, but Thrifty had no one available to inspect the car when I returned it (during the work day). I had a plane to catch, so I left the keys at their counter. Several months later, Thrifty billed me for replacement of a chipped or cracked windshield, including loss of use of the vehicle. Their paperwork showed an estimate for windshield replacement dated a week after I returned the car, which is the only clear evidence they provided to me regarding when the damage was noticed. Thrifty in Seattle will not provide any other information and referred me to a collection agency that offered a choice between payment and legal action. My best guess is that the car was damaged at some point during the seven days between the day when I returned the car and the date of the repair estimate, probably late in that period. Since I was the most recent person to have rented the car, they charged me for the damage and for an extended rental until the damage was repaired.

I'm shocked and disappointed. The one time I had a broken car window, I called a repair shop the day the damage occurred, and the shop both provided an estimate and repaired the damage that day. I can't imagine that in a business that makes money from having cars available they would wait a week after observing damage to even get an estimate. I also cannot imagine that a reputable car rental company would charge a customer for damage without a clear indication that the damage occurred during the rental period.

Thrifty's corporate office provided no help, since they say they have no authority over disputes with franchises. The main reason for dealing with a franchise is that the corporate office will enforce standards of honesty and professionalism. Since they failed to do so in the face of a valid customer complaint, I will never rent from Thrifty again. There are plenty of honest and professional car rental companies, and next time I will choose one of them - anyone but Thrifty.

DO NOT GO THERE!!!! I had a terrible experience with Thrifty, had my signature forged to charge almost twice the amount I agreed to pay for rental. My credit card company investigated and credited me with the difference, but I am upset that the whole situation required so much time and energy to get sorted out. When I tried to get assistance through Thrifty corporate, I was first told that they could not do anything until the credit card dispute was complete. Afterwards, when I asked how they intended to address the situation, I received no response at all. In Puerto Vallarta, I strongly recommend going with local- Gecko or Amigo. I have also heard some good things about Budget, though you will get the timeshare treatment there.

For our family vacation, on 8/12/07 we arrived at Manzanillo airport in Mexico, at the Thrifty counter I was told that the Orbitz rate of $71.98, under which I have reserved the car through Orbitz was a mistake, it should have been $201. Left with no real choice at that airport, I had to agree to the new higher rate and signed the rental contract - the difference had since been refunded to me
after my complaint to Thrifty upon my return home but that was only the tip of the iceberg of my problems.

I picked up a Dodge Stratus with 54,000 Km (about 34,000 miles), it had a loud, clearly audible rumbling noise emanating from the front ends, and it felt excessively spongy and lethargic when bouncing over the numerous speed bumps on the streets of Manzanillo; a clear indication that the shocks and struts were not in normal operating condition. Also the back seats were broken and sunk in when sat on. Nevertheless, given that it was Mexico, I assumed that it was nothing out of the ordinary to have a rental car in poor condition and high mileage. Besides, the 45 minutes drive between the airport and my hotel made me decided to just stick with it.

During the 7 days, from time to time, the car's lower right front bumper panel would come unattached and just hanging off in front of the car, I would have to push it back to the mounting clips on the upper bumper panel, and I'd repeat that again and again..

At the end of my trip on 8/20/07, on the road while driving it back to the airport, the AC stopped working, and a black rubber/plastic flap about a foot by half foot came loose hanging out of the right front wheel well, flapping in the wind and rubbing against the right front tire. Praying that nothing else would go wrong, I managed to drive it back to the airport and returned the car.

After checking the car upon my report of the problems, the Thrifty manager told me that the oil pump was leaking oil and, she determined, that it was the cause of the AC not working. She told me that I will be responsible for the repair cost. I told her that since I was not offered to inspect the oil pump prior to renting, there was no way for me to know what was the condition of the oil pump, for all I know, the car could very well had an oil leak long before I picked up the car, therefore I would not pay for it.

She had since charged $1,425.23 on my credit card. I filed a dispute with my credit card company (Fidelity Investment Card), but the card company had since notified me that this is between me and Thrifty. On Thrifty's part, other than agreeing that the original Orbitz rate was correct and refunded to me the difference of $163, it told me that the alleged damage was between me and its franchise in Mexico.

So there you have it -- Thrifty at Manzanillo airport used deceptive, low rates at Orbitz to lure in foreign/US renters, then used a beat-up junk that had numerous pre-existing mechanical problems through years of traveling the bumpy streets of Manzanillo. And, as anticipated, once something goes wrong, charge the renter exorbitant costs. Sounds like one of those third world scam to rip off the tourists.

I have repeatedly requested documented proof from Thrifty, and from my credit card company, for an itemized list of the $1425.23 charge (BTW, Chrysler/Dodge parts website lists a new oil pump for a 2001 - 2006 Dodge Stratus at $88 to $107, for 2.7L or 2.4L engine.), also for the maintenance and repair history of the car; and record of previous damages claims by this outfit against other customers. I could not get even an acknowledgement of my request from Thrifty or FIA Card Services.

I will speak only about the Pearson Airport location in Toronto. ALL the staff from there most likely arrive in short buses. They are not responsive, extremely slow (>1 hour to find a car and do the paperwork even though I had a reservation), and give you any car they please unless you are willing to wait >2 hours for a car. Simply Horrible.

The guy in Goleta first tried to guilt trip me into tipping the driver for pickup, which is advertised as being free, then proceeded to relentlessly bully me into getting their full insurance coverage, telling me that renting a car with just my credit card's rental insurance is *illegal*. After about 5 minutes of this, when I had finally gotten across that I wanted to use my credit card's coverage, he finally said, "you know what? I don't want to rent to you." He gave me back my cards and if I hadn't asked for a ride back to another rental agency, he probably would have left me outside. (Thrifty was not with the other car agencies at the airport - it was several blocks away, in a dirt lot.) I ended up booking with Enterprise, which has *much* better service, and the agent there told me that renting a car with a credit card's insurance was fine, so I'm not sure what the guy at Thrifty was talking about.

VERY UNDERRATED! I have used thrifty for about 3 years now and I am quite pleased with their service. Their prices are almost half of Hertz or Avis , and having used Hertz I can tell you there is almost no difference in service or product. Be sure to sign up for their FREE service called Blue Chip. Last Spring in Vegas the line for regular customers looked over and hour long. Using blue chip I was in my car in less then 5 mins. Their cars are always brand new and sometimes they even upgrade me. If you are a buisness man and price is no object go with hertz because on the number one club gold. But if you are like the 95% of the rest of us and need to save here and there, sign up for blue chip and use Thifty.

Rented a car for 3 days in Puerto Rico. Not only did they take an upfront hold on our credit card for $550 for a $150 rental, they barely spoke English. At the actual car pick-up place they gave us a car with 2 practically flat tires and did not want to do anything about it. After almost an hour of discussion, we finally got a different car. Very unpleasant people to deal with. Would never rent from Thrifty again.

i think this company is terrible. they could care less about customer satisfaction. they charged my credit card twice....plus, everyone around us was unhappy. when i called with questions i was told to call later because their computers were down. use anybody but these circus acts.

I made a reservation with Thrifty online to rent a car in Las Vegas. On the website it said no credit card required to make this reservation. I got to Las Vegas and went to pick up the car and was told that I needed a credit card. My mother was with me so she said she would put it on her credit card, however since she is elderly and no longer able to drive safely she gave up her licence. Since she has no license they would not let me rent a car on her credit card. Now I am in Vegas on vacation and find out I cannot get a car! Worst yet the bastards at Thrify refused to call me a cab to get to my hotel!!! I recommend never doing buisness with Thrifty!!!

A good service and prices. The gas mileage is average, but the plans are good.

Used thrifty once, in Brooklyn, NY, and had a good experience. Price was competitive, service was fine, and despite renting their cheapest car, it turned out to be brand new, in good condition, and came with a CD player.