Micah H.
Google
Though the pick up at the Manhattan location was pleasant and quick, the drop off at the IND airport was thoroughly disappointing. When I dropped the car off, I pulled into the rental return area an hour before my scheduled drop off time and an attendant there told me to leave the keys in the car and that I could leave. I felt nervous about that so immediately tried to call the local office. After jumping through all the necessary phone tree hoops, I clicked to speak to the local office and the tree immediately hangs up. That was the case for the entire four days following drop off that I attempted the same.
Desperate, I chose other options in the phone tree to speak to someone else, and they told me that I needed to wait 24h after drop off to see if I heard from them with a receipt. So, the next day, I hadn’t heard anything so I called again. This time it was even more difficult to speak to someone and ended up having to call the emergency line to get them to transfer me to customer support.
This man originally told me that he had no way of getting into contact with the local branch. When I complained about that making no sense, he put me on hold and attempted to call the local office three times. He was also unable to get into contact with them so he sent them an email on my behalf and told me to wait 24h to see if they responded. I got no response yesterday (now two days after I returned the vehicle).
So today, (three days after I returned vehicle) I receive a receipt from Thrifty and they charged me the rental fee for three extra days, late fee for three days, the price for the toll pass that I bought for three extra days and insurance for three extra days totaling more than ONE THOUSAND DOLLARS! So again I’m trying to call anyone I can and the reps don’t understand what I, saying and are saying there’s nothing they can do because the transaction has been completed. I messaged back and forth with a rep in their chat box for over an hour and he clearly didn’t understand my questions either. He vaguely tells me that I will be refunded “extra charges” (without specifying which of them despite me asking) and that they will “investigate” this. Not sure how he’s assuring a refund while they investigate but here we are! Being told to wait another 24h for a response after I’ve already been charged $1600 total for a 24h rental.
