Thrifty Car Rental

I recently had a disappointing experience at Thrifty in Conroe, TX at the Davis St, location, which I feel compelled to share. I rented a car from them, and upon returning it, I was informed that I would be charged for damages that I did not cause (their own photographs to prove it).

It was frustrating to feel like I was being unfairly accused, especially considering the condition of the vehicle when I picked it up.

To make matters worse, when I tried to discuss the situation with Tiffany, who was working there at the time, she was quite rude and

unprofessional. Instead of trying to understand my perspective, she was dismissive and refused to let me speak with a manager to resolve the issue. This has left me feeling unheard and frustrated.

I believe that customer service is crucial in the car rental industry, and my experience at this location did not meet those expectations.

I hope the management can address these issues so that future customers do not have to endure a similar experience. I do not recommend this company and especially do not recommend this location.

Without a long explanation, both times that I called customer service I was satisfied.

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style="background-coloI felt that I was overcharged on my bill for lack of a better explanation of charges from the West Palm Beach Office. When both reps heard my complaints adjustments were made and I was then satisfied.

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style="background-coloIt seems that the rental agent never clearly explained the additional charges I was assessed during the initial rental process, and She failed to tell me about the upgrade charge. I thought the car I chose would be in the same rental class, but it was not in the same rental class.

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style="background-coloThe people I spoke to adjusted my bill, to my satisfaction, and my wife and I were very happy with the resulting new price.

Filed a complaint w/Thrifty because they didn't have a car I reserved and instead downgraded us to a smaller car that wasn't suitable for our drive, while still charging the larger car's fee. I requested later they take the car back and upgrade us to something larger at the same cost as the original reservation for our 500-mile interstate hwy trip, but instead they closed the case with only an explanation of why it happened w/out an offer to help.

Things got worse when we stepped out the next day at 7 a.m. to begin our trip to find the right rear tire was flat on the small Chevy Trax we were given. Turned out ALL 4 tires were heavily worn/dry rotted, BADLY cracked on the sidewalls and between the tread (see pics). I called the CS number and was told they would replace the car if we took it back to BNA.

I changed the flat and we drove to BNA to exchange where they charged us $7 for the fuel for the 10 miles we drove their defective car! We needed to be in Durham, NC by 7pm w/it being an hour ahead, so we were already late. I hoped Thrifty would restart our rental time due to the trouble/loss of time, but they did not. We noticed that later when nearing the end of the day after completing our task in Durham, so we rushed to RDU to return it by 8 pm getting there 5 minutes past the 30-minute grace period, for which they charged us an extra hour fee.

The fuel charge was going to be over $10 per gal (!), despite the BNA office charging $3-$4 per gal if not filled, which is why we didn't take the time to stop for fuel. The check-in guy there was kind enough to give me a break on the fuel, but still charged for the extra time on top of the gas cost from that morning. I had to explain the whole situation for him to give me a break on fuel. I appreciated that, but the whole thing stunk and was made worse by Thrifty not being gracious by adding extra charges and not restarting the rental time that morning when given the replacement vehicle.

All this after the initial rep at BNA wouldn't admit they were out of our reserved car, instead beginning the interaction by trying to upgrade me to a more costly "more comfortable vehicle" W/OUT telling me the real issue. He finally admitted they were out of that size when I asked where it was. He offered only the small Chevy Trax at my same reserved price while claiming it was mid-sized like a Nissan Rogue - which was untrue! I would've been fine with a Rogue-sized car, but instead, we got a compact with high miles and dry-rotted tires.

It felt like I was dealing with sleazy used car salesman trying to snooker me with premium car deals/add-ons that amounted to more than our initial reservation cost. All this could have been avoided if they'd been as nice as Avis car rental at DIA in March, when we arrived to find the Toyota RAV4 reserved was depleted, so they upgraded us without question and at no ex charge to a larger, more expensive Toyota 4Runner. Avis was out of cars at BNA, which is why we had to rent from Thrifty.

We did FINALLY get the car we initially reserved, but only after all of that chaos, really bad customer service, and a super dangerous first car. Very, very bad business!

I was charged for upgrades that I never requested. I got 3 different toll free numbers from Thrifty website which were useless, because all it does, is give you prompts that are of no help at all.

You will never get to talk to a live agent, which I think is done purposely. This is probably done intentionally so the customer gives up from frustration and stops pursuing his or her claims.

I will no longer rent from Thrifty, and make it a point to let other individuals know of Thrifty's horrible service and unscrupulous billing tactics. I will make sure to get this info out to all social platforms, so hard working individuals are not taken advantage of.

Your company is a disgrace