Thrifty Car Rental Car Rental Company

Price Paid:  $997.00 from Thrifty Indianapolis

Year / Model Reviewed:
2008 Chevy Malibu

Summary:
Thrifty claimed the car was damaged when I returned it on March 13. I caused no damage and told them so. I received a demand to pay $996.88. I had my attorney write them to indicate this damage was not caused by me. No luck. The only response received was another "final" demand to pay, even though as I had pointed out there was a severe ice storm in Indianapolis on March 4 when I had rented another car at Thrifty and Thrifty employees were using ice scrapers to open trunks and doors. I witnessed this as I could not open the trunk of the car I rented to put in the luggage. I find it odd, given the close time frames that some of the supposed damage (which amounted to scratches on the bumper) wasn't caused by Thirfty employees themselves. I also found 5 days out of service was high on the estimate they forwarded. The estimate was for a new bumper cover.

Price Paid:  $1000.00 from Spokane, WA

Summary:
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, at about 9:00 am. 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. Rather than discussing their claim, Thrifty in Seattle 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.

Strengths:
Advertised price sounded good. Car was adequate.

Weaknesses:
Either professionalism or integrity was absent, and the actual price turned out to be VERY high!

Similar Products Used:
I've rented from multiple other companies and been completely satisfied with Avis, Hertz, Payless, and many others.