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Thrifty Car Rental / unethical business practices

1 United States Review updated:

Thrifty Car Rental - www.thrifty.com

I was quoted an excellent rate of $19.66/day for a mid sized vehicle for business travel in the LAX area. I arrived very late at LAX and the Sales Rep who checked me in asked me about additional coverage. I explained I had protections from my personal automobile insurance, credit card company, and corporate travel agency and was NOT interested in anything that was not mandatory. Furthermore, as a part-time employee of Hertz during college, I am well aware of the [poor] value of these products.

I did not think my final bill was unreasonable, but I did call to verify a charge that looked suspicious. LDW1 appeared ion the rental agreement quoted at 9.99/day but ballooned to $14.99/day on the final bill. I rented a mid-sized vehicle. There were no mid-sized vehicles available and I was given a minivan. The person on the phone explained that was why I was charged extra for this optional service

I was furious to discover I was charged for optional services when I specifically stated that I had no interest or need for these services. The codes on the rental agreement are very cryptic I do not know what LDW1, PPP, SL1 or JMP mean; and I find it unreasonable to be charged for them when I wouldnt even know what coverage they provided even if I did need them.

It appears to me that I am the victim of a highly unethical employee who, wishing to gain commission incentives, slipped these charges into my bill without my informed consent. (I did initial/sign where he told me next to the cryptic letters) The net result was my $19.66/day rental costing $47/day.

I would gladly pay higher rates somewhere else and deal with an ethical company than be treated like this.

Va
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Comments

  • Sa
      22nd of Feb, 2008
    0 Votes

    I had the same experience at Thrifty at LAX.

    They overcharged me for unneeded fancy fees (same as above).
    In a long run this is a stupid, VERY STUPID way to run the business. This time maybe they gained $200 from me but in a long run they lost much, much more.

    I rent on business trips very often and I spend many folds more in a year than these $200. Last year my expenses only on Hertz were over $3500.

    This was my first and of course the LAST rent at this dishonest company called Thrifty. Never ever again... thank you (I wish they'll bankrupt and we'll never see them again!)

  • Ja
      19th of Jun, 2008
    0 Votes

    I also was overcharged big time! Rented economy car in Orlando at $166 but at turn in it was 470 on my credit card. Needless to say I was incensed to the maxx. After spending much time on the phone with ignorant people who said I would get part of the money credited but not all I simply hung up and contacted my credit card company to open the dispute. This is truely a dishonest company and I am surprised they are still in business with their tactics. They quote some base price before tacking on a whole lot of confusing charges. I did not accept their insurance either since my insurance covers me but got the base car and brought my own gps with me. My quote was 166. and some change which I initialed for but imagine my shock at turn in by the guy with the little receipt calculator! I should not have got on that bus to the airport before questioning it...I just did not believe it since I had my pink copy with my original quote. This was my first time using this company and also my last time. Avoid this company even if you have to pay a little more at a more ethical company. These guys are crooks!!!

  • Ch
      4th of Jul, 2008
    0 Votes

    Thrifty @ LAX got me on the LDW trap. When I checked out the car, i declined the LDW knowing that my visa card will cover LDW, and it typically costs at least $12-13/day from previous experience. But the agent was so slick that she convinced me that their LDW covers everything for only $17+ (i.e. less $20) for one week since I checked out a minivan for a week. So I said ya what the heck, save me the hassle if I ever have to deal with VISA and really thought that I got a good deal; so I put down my initial only observing the total amount of rental. When I returned the minivan, you bet the number got inflated with an additional $115. Yeah, LDW at $14.99/day. You initial it, you eat it. Could only blame myself for being an idiot. Also, I was charged with a late return fee which was waived by one of the agent during the return, and she told me that the minivan was checked out for 12 days instead of the 7 days that I had reserved for. All in all, I got what I paid for. No more Thrifty for me, hopefully I'll be more careful with Budget next.

  • Wi
      24th of Oct, 2008
    0 Votes

    Same happened to me, when I made the reservation was about 600$ and they charged me 1100$!!!
    They take advantage of someone being in a foreign place and usually in a hurry at the airport so it's difficult to complain... I will never again rent a car at Thrify or Dollar.

  • Wi
      11th of Nov, 2008
    0 Votes

    On 11/1/08 we picked up a vehicle from Thrifty at the Ft Myers, Florida airport. We took the car to Ft. Myers Beach, which is approximately an hour away. While driving to the beach I felt the car pulling to the right badly. Upon arrival at the hotel, I found that three of the tires were brand new and the right front tire was completely bald.

    I immediately called Thrifty's road side assistance phone number and explained the situation. I asked that they pick the car up and bring me a different car. They insisted that I drive it back to the airport and they would adjust the bill for our time spent. I said I was on vacation and should not have to start my vacation by driving an unsafe car back to the airport. I asked that they bring a tow truck, pick up the vehicle, and drop off a different vehicle. They would not do so. They stated that the did not have the time or the personnel to do this.

    On Monday my wife and I drove the car back to the airport and they gave us another vehicle. The man who took the car back in said it looked very unsafe and that they should have come and picked it up. We told them they had disrupted our entire vacation because there was no way we would have driven that car to the places we planned to go that week. It was unsafe and if the tire had blown out we could have been killed or killed someone else.

    They didn't seem to care about our problem or our time. We will never rent another Thrifty car. I feel like they should reimburse us for the car. Shame on them for not caring about their customers any more than that.

  • De
      15th of Mar, 2009
    0 Votes
    Thrifty Car Rental - no reservastion and over charged on credit card
    southwestern airlines
    Warwick
    Rhode Island
    United States

    i rented a car at thrifty through southwest airlines for feb 26 2009 to use when i flew from florida to warwick ri. to bury my 36 year old daughter in law. when i called from baltimore, no car had ben reserved, when i got to warwick ri they charged me 318.80, but on my credit card they put 355.00 RA#OPO179O71. I CALLED WARWICK RI, SUNDAY AND THEY TOLD ME I WAS CORRECTED AND TO TYPE THIS. THEY ARE LOCATED ON POST ROAD IN WARWICK RI. I WOULD LIKE THE CREDIT CARD CORRECTED. UI RETURNED THE CAR ON MARCH 5 2009, THANK YOU DEBI KOSARICK

  • De
      15th of Mar, 2009
    0 Votes

    my complaint is true

  • De
      15th of Mar, 2009
    0 Votes

    i was correct

  • Oo
      17th of Aug, 2009
    0 Votes

    When I arrived at Thrifty to pick up my car, the Thrifty representative who 'helped' us attempted to check us out with the mid-level of optional protection/insurance. When I saw the roughly extra $250 being added on to my rental estimate, I asked the representative what it was for. He explained that most people opt for the mid-level of coverage, so he was simply applying that because he thought that is what I would want. I told him that I already had my own car insurance and did not need any additional or optional coverage. He removed that coverage, and again proceeded to check me out with my rental.

    This time, again, I stopped him and asked what this unexpected $72.00 charge I was seeing was for. He told me that this was a MANDATORY charge enforced by the State of California which Thrifty was required to charge customers when they declined any additional/optional coverage. It being 1:00am, after a cross-country flight and not having access to the internet to research California law, I shrugged and said that in a state famous for its propositions on the ballot, perhaps this was the case. Long story shot, he lied to me. When my parents arrived in California (for the same family wedding I was attending) and rented their car from Thrifty, I asked them if they had to pay this 'mandatory fee' and they assured me that they did not. They paid their agreed upon daily rate and all applicable taxes (which for me should have been $204.56).

    When I returned the vehicle, I spoke with a representative at Thrifty named Evelyn. She told me that it was my responsibility to stop the representative with questions before I completed my check-out. I explained to her that that is EXACTLY what I had done, however, the representative in this instance had provided me with FALSE information. She was unable to assist me, but said that they would 'look into it'. I asked to speak with a manager, but was told that none was on staff at the time.

    I did call Thrifty later that day, but after holding for 20 minutes on the phone, I had to board my plane, so I hung up. I did, however, email Thrifty on June 7th, 2009 with the below email - to date, it has gone without response:

    "What could have been a seamless experience was made regrettable. After arriving at Thrifty at 1:00am from a cross-country flight, YOUR sales representative attempted to 'check me out' with the mid-level insurance coverage (an additional ~$246 charge). When I saw this, I asked him what it was for. He explained that he put me down for the mid-level coverage, etc. I told him that I had my own personal auto insurance and that I did not need additional coverage. He removed this 'optional' coverages and began to process my rental once again. This time, there was an additional charge of $72.00 on my rental rates. When I asked him what that was for, he told me that the state of California mandates this additional fee; specifically, he stated that this is what California charged to DECLINE additional coverage. Not familiar with California laws and regulations, I trusted your company's representative, only to find out 3 days later that when my parents (who I recommended use Thrifty) rented a car in California, were not lied to and forced to accept additional coverage. Upon returning the vehicle I spoke with the sales representative, Evelyn, and she told me she was powerless to help me and that I should call the customer service number. I did so, waited on hold for 20 minutes and then hung up. Please be aware, that unless I am refunded in full for these charges, I will be filing a formal complaint with the Better Business Bureau, Disputing any charges with my credit card, and taking any further measures as are permissible to report your false and deceptive trade practices to the State of California. I fully anticipate that you will have a representative contact me upon reviewing the above - XXX.XXX.3873."

    After having my credit card approve my disputed charge, they just contacted me, weeks later and told me that the charge was being reversed in favor of Thrifty because I had signed and therefore authorized the additional coverage. I maintain that I was provided intentionally false information by the representative at Thrifty. Clearly from the postings on this site, I am not alone here.

  • Ca
      2nd of Dec, 2009
    0 Votes

    I rented a vehicle from Ontario Thrifty on July 3rd for the holiday weekend. On Tuesday went to return the vehicle and the car was running very poorly so I pulled off the freeway and called thrifty roadside help which they told me they would send a tow truck which was fine. Minutes later I got a call back from thrifty stating it would be a 45 minute wait which I told the rep I could not wait 45 minutes as I was already late to my appointment at work. Once the tow truck driver got to the location he called me which I told him where he could find the keys. Weeks later after coming home from vacation I see a demand letter for the vehicle which I couldn’t understand so I check my bank account and I see charges over $1000.00 so I call them to find out what is going on. I couldn’t believe not one person seems to anything! I asked to speak with a supervisor and was told they would call me back which never happened! Spoke with another rep which told me “the 2nd car was never returned” which I asked her what 2nd car was she talking about I never rented a 2nd car from you guys! I asked her if she could email me or fax me the info which she stated she could not do. I told her in no way had I ever rented a 2nd vehicle! After doing my own research come to find out the thrifty tow truck driver dropped off a 2nd vehicle when he picked up the 1st one which has to be dumbest thing I ever heard!! Who in their right mind would drop off a car to someone that was not even there and not even notify them! Since when whould a company drop off a vehicle on a street and not even notify anyone? I went and got a printout at the Ontario location and it is very clear your they just dropped off a car in the middle of nowhere and expect me to pay for it! The car was parked in the same location where they just dropped it off at got tickets everyday until the county had it towed away and charged me total of over $2300 in fees? I compared on my rental slip a different VEH#0614740, License plate #hrx854 and color WHITE is the car I rented and signed for however on the printout the lady gave me it states VEH#0690255, License 5zmf160 and color SILVER I would love for this company to produce ONE document stating I ever agreed or signed for this vehicle at question! I have yet to receive one phone call back from Tran ext 770 or any other supervisor nor did Steve Shelley at Thrifty Car Rental 3450 Airport Drive Suite 500 Ontario, CA 91764 reply to my better business complaint this is in noway acceptable! I have yet to hear from this company I'm just going to have to sue them SMH

  • Co
      26th of Jan, 2010
    0 Votes

    I was in for a convention in Anaheim, but flew into Los Angeles. I got a package through Expedia and PAID for my rental car within this vacation package. Upon my arrival to Thrifty the clerk asked my boyfriend and I if we wanted any addition coverage's and we specifically said NO. We had our own insurance and we were only driving to Anaheim and parking it at the hotel anyway. The clerk asked my boyfriend to initial where he was told, next to the declined areas. Before he signed anything, I asked twice if we would be billed for anything. He said no, just if we violated any state laws. I purposely asked for a third time because he barely spoke English and he said no, the only thing on my credit card was a $400 hold incase we didn't return the car. Fine, little did we know what PPP and LDW1 means we trusted the clerk and initialed where he asked.
    The day we returned the car, I asked the guy who was looking over the car if we are getting charged for the 5 days we rented the car. He said no. I got a receipt and it said net owed ZERO. Great, I wasn't lied to.
    Little did I know returning back from my trip, I was doing my bills and I happened to look at my credit card statement. 2 days later I was charged 146.63 for something I agreed to. I called customer service and this woman was RUDE and I told her to not take that tone with me and told her I didn't agree to anything. She then sends me of a copy of the receipt I already had.
    My boyfriend looked over both receipts and we found that we supposedly agreed to liability insurance. WE HAVE INSURANCE, why would we get double what we had??
    These initials that they have on the receipt forms are completely bogus and doesn't tell you anything. This clerk make it clear that we declined and waived all extra costs, yet we get billed and now this is my problem. Guess again, the BBB is next to know about this.

  • An
      24th of Feb, 2010
    -2 Votes

    This is 100% your fault buddy. Since when is it EVER okay to abandon anyone's vehicle. If you couldn't wait for the roadside guy, that doesn't mean you can just take off an leave. Bottom line you were 100% irresponsible and 100% responsible for all accrued charges. If I was your friend and I let you borrow my car, would you do this to me too? Sheesh. You were sooooooooooooooooo wrong. OK?

  • Ge
      26th of Mar, 2010
    +1 Votes

    I strongly disagree with the last comment please think about what you just said for a second lol! If this company felt their vehicle was abandon why would they drop off a 2nd car? You sound like you might be a company rep that knows NOTHING

  • An
      26th of Mar, 2010
    -2 Votes

    GetALifeBuddy, please learn how to read 'which I asked her what 2nd car was she talking about I never rented a 2nd car from you guys'

  • Ge
      26th of Mar, 2010
    +1 Votes

    "After doing my own research come to find out the thrifty tow truck driver dropped off a 2nd vehicle when he picked up the 1st one which has to be dumbest thing I ever heard!!" Now I could see if Thrifty charged them for ABANDONMENT which doesn't seem to be the case here. Any company that rents you a vehicle by law has to be accepted and agreed to by the consumer which is done by SIGNATURE. If the story is true how would the consumer be responsible? Plane and simple the consumer has NO LEGAL OBLIGATION to pay if they did not sign a NEW contract nor take possession of the second vehicle. "compared on my rental slip a different VEH#0614740, License plate #hrx854 and color WHITE is the car I rented and signed for however on the printout the lady gave me it states VEH#0690255, License 5zmf160 and color SILVER" Now the last I checked I know how to read very well thanks!

  • Ge
      26th of Mar, 2010
    +2 Votes

    I would add Cameron H if this company has yet to refund you if I were you I would file suit against them A.S.A.P. If you file a small claims suit depending on your state laws maybe only valid one year from the date of. Also by filing a suit most likely their attorney will see this as a no brainer and just settle with you before you ever have to attend court

  • An
      27th of Mar, 2010
    -1 Votes

    Cameron, I would suggest not listening to GALB. He's stupid, and you would never win your case. If you send for roadside verbally, you are under a verbal agreement to stay there until roadside gets there so you can handle your business. It has nothing to do with your written agreement. Apparently, stupid people don't think that they have any responsibility when they make a verbal agreement (in this case, probably according to your terms and condition upon requesting RS you were under obligation to remain there and accept the replacement vehicle as they are required to provide you for the duration of your rental). This is why, in small claims you have 2 years to file a dispute over a verbal agreement versus 4 years over written. Verbal is all he said/she said, as it is here. But unless GALB is licensed attorney and willing to handle your case pro bono, I say don't waste your money and be more careful next time. From the looks of it however, GALB is probably 13 and can only dream of driving, so my suggestion still is, don't waste your time or money because your not going to win this one.
    -Signed, Hello I'm a Lawyer You *itch

  • Ge
      27th of Mar, 2010
    +1 Votes

    Lawyer really I'm sorry if I'm laughing out loud right now! Cameron had I listened to people that think they know everything and know nothing I wouldn't have filed my lawsuit against AT&T over a bogus contract which after a year I won I might add. Contact Edmund Brown's office at 800-952-5225 about your consummer rights. You the consumer would have to agree with any new terms which in your case if you knew nothing of the vehicle there would be noway to agree to the terms and conditions which means there was no verbal contract. Again plane and simple the company acted in negligence dropping off a vehicle that you knew nothing about nor never had a contract for. Don't allow negative people to discourage you in your fight we are consummers and we should never stand for having are rights abused or violated. You are NOT under any verbal agreement to stay and wait unless they avised you of such. I took it upon myself to read rental car laws in your state of california under roadside assistance nowhere could I find that if your vehicle malfunctions and towed away you are required to take possession of another. What a JOKE

  • An
      27th of Mar, 2010
    -1 Votes

    The guy requested the service. Thank you. Hmmm? AT&T. Never had a problem with them! They usually just remove anything I don't agree with!!! SO, now that we know GALB is Edmund Brown, maybe we can get this profile removed? BECAUSE YOU HAVEN'T POSTED ANYWHERE EXCEPT ON THIS POST. Really Cameron, I wouldn't listen to this person.

  • Ca
      7th of Apr, 2010
    +1 Votes

    As I'm reading all the comments I woud like the both of you all for your input. I did go ahead and sue Thrifty today and WON YAAAAY!!! Getalife the law is as you stated per Rancho court the judge pretty much laughed when she said what about a verbal contract (which I never made I might add). Per Rancho Cucamonga court house and as far as I know anywhere else you can not rent a car under a verbal contract I would have had to sign a new contract to be held responsible and they had no right to dept my account for a vehicle I never rented. THRIFTY I TRULY HOPE YOU LEARNED YOUR LESSON ON HOW NOT TO TREAT YOUR CUSTOMERS!!! MARY ALVAREZ I HOPE THEY SEND YOU TO CLASSES AND TEACH YOU HOW TO BE A GOOD MANAGER BECAUSE YOU WERE A HORRIBLE ONE AND HOW CAN I REALLY EXPECT FOR THEM TO SEND YOU TO CLASSES WHEN YOUR WHOLE COMPANY HAS BEEN HORRIBLE!!! Big Bussiness treat your customers right we are the reason you are in business without us you have nothing and you seem to forget that! SO GLAD TO SAY JUSTICE HAS PREVAILED

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