Thrifty Reviews 

I am writing to formally complain about the unacceptable experience I had at your Logan International Airport (Boston) location on August 7, 2026, under Rental Record #830840651.
What should have been a simple vehicle pickup became a five-hour ordeal that ruined a significant portion of my family trip.

Upon arrival, I waited approximately three hours in line before reaching the counter. After finally being assisted, I was directed to the garage where I waited an additional two hours before receiving a vehicle. During much of this time, customers were left waiting in temperatures approaching 90 degrees Fahrenheit.

This situation was especially difficult for me because I am a kidney transplant recipient. Standing and waiting for extended periods in extreme heat is not merely an inconvenience; it presents legitimate health concerns. No customer should be subjected to these conditions, especially someone with a medical history that makes heat exposure a serious issue.

To make matters worse, after enduring more than five hours of delays, I was eventually provided with the wrong vehicle, which added further frustration to an already unacceptable experience.
The most disappointing aspect of this experience is the time that can never be recovered. I traveled to spend time with my family, yet instead of enjoying the first day of my trip, I spent over five hours standing in lines and waiting in a hot parking garage for a rental car. That lost time is something no compensation can fully restore.

I find it difficult to understand how any company can believe that making customers wait five hours for a rental vehicle is acceptable under any circumstance. The combination of excessive delays, extreme heat, poor communication, and ultimately receiving the wrong vehicle reflects a complete failure of customer service and operational planning.
Accordingly, I am requesting a full refund of all charges associated with this rental.

I hope Thrifty chooses to resolve this matter promptly and professionally. However, if this issue is not addressed satisfactorily, I am prepared to pursue all available remedies, including filing complaints with consumer protection agencies, sharing my experience publicly, and seeking legal counsel regarding the circumstances of this incident.
I look forward to your prompt response.

I am extremely disappointed with my experience with Thrifty at Denver Airport. The car itself was good, but unfortunately the way the rental was handled and the charges applied completely overshadowed that.

At pickup, I was advised that using toll lanes would cost $14 per day. I was hiring the car for 18 days and explained that I expected to use toll lanes for only around two days. Despite this, I was sold the toll package for the entire 18-day rental at approximately $299. This was not made clear to me in a way that allowed me to make an informed decision, and I feel I was mis-sold this additional charge.

The fuel arrangements were also extremely confusing. The contract I signed stated that the car should be returned with a full tank. However, at Denver Airport I had already been charged for a full tank and was then told to return the car empty. Again, the information provided at different stages of the rental was contradictory.

I also paid for a second driver, but the charges and terms surrounding this were not clearly explained at pickup.

What made the experience even worse was the amount of time I then had to spend trying to resolve these issues. I spent over an hour on calls to customer service, including charges and extensive waiting, during the first two days of what was supposed to be a family holiday. Customer service initially appeared helpful and told me that the relevant charges would be credited when I returned the car. I was even given a reference number confirming this.

However, when I returned the car, the Denver Airport office apparently had no record of the conversation or reference number, and I was told that not all of the charges could be credited. I again tried to contact customer service from the airport, but once again the airport office did not answer.

It is incredibly frustrating to be told one thing by customer service, given a reference number as confirmation, and then find that this apparently means nothing when you return the vehicle.

The car itself was excellent, but that was down to the manufacturer rather than Thrifty.

Overall, I found the sales process at pickup to be unclear and the additional charges were not explained transparently. The result was that I spent a significant part of the first two days of my holiday trying to resolve rental charges instead of enjoying the trip.

I would strongly recommend checking every additional charge very carefully before signing anything with Thrifty. Based on my experience, I will never use Thrifty again and would not recommend them to others.

We were totally overcharged and did not get our deposit back.
Do not use this company!
I wish I would have read all of the negative reviews.

rented on 7/30 from PHX airport and returned to PHX airport 8/5 and have still yet to see an authorization released on credit card for $200 and it is 8/20 today??? I have made 3 calls to thrifty and have yet to fix so here we are.

The worst experience, Ive ever had with a rental company. Ordered a economy car they said they had to up grade me to a compact. They give me a kia soul with118,000 miles on it. Very dirty and runs like crap. I would of returned it but I was on a tight schedule. Needless to say they charged me an extra $200 for an "Upgrade" I called thrifty and emailed, received no satisfaction. I would never use this company ever again.

they stole my cpap machine at SLC airport
tried for three days to get someone on the phone only recourse was to file on line lost and found which i did 1 hour after returning vehicle
unreachable customer service after return

Impossible to find the rental office as
signs are missing. No cars available. No explanation from the people working there. 2 hours to collect a car that was reserved 4 hours ago.

Booked through Ryanair for Valencia. The desk was in the parking garage with no signs to point hte way from the terminal. A hell of a long wait to be refused service as the agent was too stubborn to look at the digital documents. Ryanair help spoke to the agent and offered to send an email for the car to be picked up all to no avail. Never again!

I rented a car in belgium for 2 days. The car ran fine but stank of smoke when we got into it. The agents said that I could return the key in the box outside the office as it was outside of office hours. This is what I did and they then proceeded to fabricate charges claiming that I dropped the car off 24 hours later than I actually did. I assumed this was an admin error so I emailed them. They replied the full 10 working days later saying that they have checked their end and that I was wrong despite me telling them that I had flown out of belgium by the time that they claim I dropped the car off. I am still waiting for the next reply as they are again using the maximum 10 days to reply to me. Awful way to treat customers. All correspondence is with Hertz so I will be avoiding both of these companies in the future.

Same story as many others here.
Rented a car for just over a week. After return they hit me with a large number of completely made-up extra charges that added up to roughly the cost of another full week of rental.
Wrong kilometre reading that was physically impossible, insurance I never accepted, service fees that were never mentioned, and money taken from the card without proper explanation or consent.
When I challenged it they gave excuses instead of proof.
This has never happened to me with any other rental company. Looking at the other reviews, it seems to be a pattern at this location.
Stay away. Walk, hitchhike, take the bus or use literally any other company. These practices should not be allowed.

Shout out to Franki at SEA-TAC for helping us get a great deal and offering all kinds of travel suggestions!

I booked and paid for a hire car, only to arrive and be told there were no vehicles available. I then had to wait over an hour before eventually being given a different vehicle. Although they described it as an “upgrade”, that was irrelevant to me – I simply wanted the vehicle I had booked and to receive it on time.

The vehicle I was eventually given was dirty inside and already had bumps/damage on it. Despite the inconvenience and poor condition of the car, I didn't complain at the time or ask for any money back.

During the rental I received a parking charge, which I am dealing with separately. The hire company then charged me a £42 administration fee for processing the notice.

I challenged this because £42 seems excessive for the 'administration' involved, particularly considering the poor service I had already received from them.

Their explanation was that the £42 contributes towards maintaining a department that deals with notices, disputes and complaints generally. What I found particularly strange was being told that the fee is fixed, while also being told that “every case is assessed on its individual circumstances and complexity”. If it is genuinely assessed individually, I asked them to explain what administration was actually carried out in my case to justify £42.

They have not done so.

They offered to reduce the fee by 50% as a “goodwill gesture” because of the problems with the vehicle, but have now simply told me this is their “final position” and that I am free to take whatever further action I consider appropriate.

The whole experience has left a very poor impression.

When they didn't have the car I'd booked, kept me waiting for over an hour and supplied a dirty vehicle with existing damage, I was expected to accept the inconvenience. Yet when they have to process a parking notice, I'm presented with a £42 administration charge.

Customer service works both ways.

I won't be using them again and would recommend that anyone hiring from them reads the terms relating to administration charges very carefully before booking.

Have not responded the deposit they made us buy. Said they would return back to the card. Still waiting. Can't get hold of anyone, keep saying contact the bank. Avoid

A total rip-off. I paid up front but when I got to Spain they did everything they could to pressure me into getting the extra insurance policy. They do a trick with credit card machines that reject your card so you're forced to buy the extra insurance because you're unable to pay for a deposit any other way. This is the second time they've done - extremely frustrating.

Watch out! Thrifty employees have found a new way to fill up there personal gas tanks at customers expense.
I filled up up the tank right to the top prior to returning the vehicle. I was then charged a fuel and service fee of $4.00. I guess if no one complains by the end of the day employees can fill there own tank, they certainly wouldn't get any more fuel into the car I returned.

2+ hour wait. 3 employees working. 16 empty computers.

Horrible wait time and fees! I have been waiting at the Newark Airport for over an hour and a half for my rental I reserved in advance and paid for! Was told they were waiting on cars to arrive and an extra $200 hold put on. They also charge almost 12 dollars per gallon so make sure it’s filled up completely. Will never solicit this company again

The car was in excellent condition and we didn't have any issue but I still wouldn't recommend renting from Hertz/Thrifty... We ve got baited by the prices advertised on the website, 47 euros per day for a Kia Picanto... But uppon arrival at the airport it was "strongly"recommended to pay an extra or 40 euros per day for the insurance ! Almost double the price, something that was never stated at any point in the reservation and definitely NOT how you expect to begin your vacation ...

Never again.

there is a reason why they have under 2 stars. Their cancellation policy is absurd. I suggest your try another car rental company that has a normal cancellation policy. Plus, expedia did a terrible job. It's almost impossible to get a person, only AI

The only reasons there is 1 star is because there is not an option for zero. Last two times renting from Thrifty they added "premium roadside service" to the price. I had to become a detective to have them remove it as they basically do not have a support function on the site to easily contact them. Finally had the charges removed. Both times car was dirty, smelled like cigarette smoke. Complained and received a small discount. People in the garage/parking area at Thrifty are awesome! Friendly!