Letter i sent to Thrifty regarding my complaint:


I am terribly disappointed with Thrifty car rentals business practices. I am considering taking further action legal action if this issue is not addressed immediately. Your manager at the Surrey, B.C. Canada location was unwilling to reverse a $200.00 deposit that I never signed for. The deposit should have been returned after the vehicle was returned undamaged. At first when I rented the car I was told by the girl at the counter that the deposit was refundable (this was fine with me), and it would be put back on my credit card upon return on the vehicle. A normal business practice from my understanding. Now, I am being told by the manager Paul that this $200.00 was added on top of my 16 day car rental which should have only come to $398.00. I have been charged $398+$200 for 16 days. Totaling $598.00. This works out to $37.37 per day. I did not agree upon this rate. I am sure that you would agree that this is not a good rate either. Also, I have not signed for an extra $200.00 charge on my credit card. I only signed for a refundable deposit of $200.00 which is clearly stated on my receipt. Your manager has been extremely rude and unhelpful in this situation. Also, the receptionist told me a different price and she said the $200.00 was an extra fee. An extra fee for what??? Paul the manager also could not precisely explain to me what the charge was, and was stuttering.
During the time of my car rental I called Thrifty and talked to them because I found a cheaper rate at National and I was told that Thrifty was going to give me the best rate possible! I thought great they will match my rate at National. However, $37.37 per day is what Thrifty has charged me where National was giving me $18.00 a day. I called and asked the girl at the Thrifty location if I should return the Thrifty car and rent the National car. She put me on hold; then came back on the phone assuring me that Thrifty was going to give me the BEST rate. She told me to hold on to the thrifty vehicle as they will take care of adjusting the price. Upon this agreement on the phone I kept the car. I have been charged the amount of $598.00 dollars; this works out to $37.38 a day. I am sure you to would agree that is not a good rate.
I rent cars on a monthly basis, and I know the details of renting cars and business practices. I am saddened to know that Thrifty has no consistency or credibility in there business practices and no customer service skills and they like to undermine customers.

If you are a first time car renter do not go to Thrifty in Omaha, Nebraska. The counter people are paid commissions to add on things that you don't need. They tell you that you have to have insurance, insurance for collision, for uninsured drivers, for you trip, etc. They try to get you to get a GPS when you already have one, They ask you what kind of car you want and don't tell you it's an upgrade charge. It's difficult enough to learn they correct questions to ask but when you have a liar behind the counter, even if you think you know the correct questions you get ripped. Don't rent from them, use Avis or Hertz or anyone else because they are honest, reputable companies. And if you complain to Thrifty Car Rental, they tell you that it's your fault and so what.

If you are a first time car renter do not go to Thrifty in Omaha, Nebraska. The counter people are paid commissions to add on things that you don't need. They tell you that you have to have insurance, insurance for collision, for uninsured drivers, for you trip, etc. They try to get you to get a GPS when you already have one, They ask you what kind of car you want and don't tell you it's an upgrade charge. It's difficult enough to learn they correct questions to ask but when you have a liar behind the counter, even if you think you know the correct questions you get ripped. Don't rent from them, use Avis or Hertz or anyone else because they are honest, reputable companies. And if you complain to Thrifty Car Rental, they tell you that it's your fault and so what.

booked a car online from their websitefor $153 10/08 and was given a conformation #. when we arrived at DFW, my conf. # was not in their computer-their claim was that I had not completed the transaction-and the counter rate was to be $280. I rented from Budget for $180 and will NEVER contact thrifty again.

A chronological listing of the facts:

Upon arrival at the Thrifty car rental counter (6:45 p.m.), only one employee was visible (Desiree N. May), who was engaged in a cellular telephone conversation and clearly upset by the content of the phone conversation. After waiting patiently for over ten minutes, Ms. May ended the cellular phone call and rudely demanded in a loud voice to see my license and credit card. I provided both, along with a copy of the rental reservation confirmation notice. Ms. May pushed the rental confirmation away, yelling "This reservation was canceled", without even checking the reservation status on the computer. I replied that I had not canceled the reservation and that there must be an error. Ms. May then checked the computer, sighed loudly, rolled her eyes, and abruptly left the rental counter area.

Five minutes later (7:10 p.m.) Ms. May returned and informed me that there would be a delay, since I had canceled the reservation. I repeated that I had not canceled the reservation. Ms. May again abruptly left the counter area.

Five minutes later (7:15 p.m.) Ms. May returned to the rental counter and informed me that they did not have a rental car available and would need to get another one ready, since I had canceled the reservation. I repeated, again, that I had not canceled the reservation. Ms. May abruptly left the counter area.

(7:20 p.m.) Ms. May returned to the counter and informed me that my cancellation of the reservation was causing extra work and delays. I once again repeated that I had not canceled the reservation, and that there must be a mistake in the computer. Ms. May abruptly left the counter area.

(7:25 p.m.) Ms. May returned to the counter and informed me that the problem with the reservation was not a computer problem, that I had canceled the reservation and forgot. Ms. May then abruptly left the rental counter area.

(7:30 p.m.) Ms. May returned to the counter. I asked that my credit card be returned so I could obtain a rental car from another car rental company. At this point, three additional Thrifty employees (previously unseen) arrived at the counter area and began screaming obscenities and racial slurs at me simultaneously.

(7:32 p.m.) I left the Thrifty counter area to avoid any potential confrontation.

(7:34 p.m.) I called the Thrifty national customer service 800 number to verify that no charges were applied to my credit card, to cancel the reservation, and to complain about the poor customer service. Thrifty answered that the reservation was active, but they would cancel it.

(7:40 p.m.) I obtained a rental car from Avis Car Rental, directly across the aisle from Thrifty.

(7:45 p.m.) I observed a Thrifty Car Rental employee positioning one of their rental cars so as to block my car from leaving the parking lot.

(7:50 p.m.) I asked the Thrifty employee to move the blocking vehicle so I could depart. He refused to move the blocking vehicle.

(7:55 p.m.) I called the Kansas City Police Department for assistance in getting my vehicle unblocked

(8:00 p.m.) I returned to the Thrifty counter area to request that they move their vehicle so I could depart, before the police that I had contacted arrived, so we could avoid police involvement. They once again refused to move the blocking vehicle. I returned to the parking lot to await the arrival of the police.

(8:11 p.m.) The Kansas City Police arrive on the scene and served me with a violation notice for "disturbing the peace". As the police arrived, the Thrifty employee who had positioned the blocking vehicle removed the vehicle so my car was no longer blocked. He then told the police that my vehicle had never been blocked, that I had been loud and abusive and "just looking for trouble".

(8:25 p.m.) The Kansas City Police finished writing their report and allowed me to enter my car

(8:30 p.m.) I departed the rental car parking lot, one hour and 45 minutes following my arrival at the Thrifty counter and with a violation notice in hand.

The above facts speak for themselves. Never have I been treated so badly as a customer by the abusive and incompetent staff of Thrifty Car Rental in Kansas City. Needless to say, this once loyal Thrifty customer will never do business with them again. I will go out of my way to avoid Thrifty Car Rental for the rest of my life, and encourage anyone with any self respect to do the same. What happened to me that night, at the hands of Thrifty Car Rental, is inexcusable.