Complaint Review: Thrifty Car Rental - Minneapolis Minnesota

On 08/01/2013 @ 11:20 PM I picked up a rental car from Thrifty Rental located at 7150 Humphrey Drive, Minneapolis MN 55450, (Humphrey Terminal) The agent that helped me was very friendly and helpful. I went to the car and it was where I was told. It was quit dark so it was had to inspect the vehicle, so after a walk around to verify no flat tires, lost hub caps, or obvious dents I drove away.

The following day after driving 100 miles away to Minnesota Lake MN I discovered that there was a large scratch in the front bumper and that the black plastic between the lower end of the bumper and the hood had a crack in it. I had been told by the Thrifty agent that this was a brand new car. I guess that’s why this was a 2012 Mazda-6 with 45000 miles.  Ok at this point I’m hoping they already know about this damage and will continue my visit with my ill elderly family.

Then on 8/5/2013 it rains while going to see my wives Uncle whose wife had passed away 2 weeks prior in Albert Lea MN 56007. The driver’s side windshield wiper is broken. The bottom 1/3 of the support for the wiper id gone and the rubber blade is flopping in the wind. I call Roadside Assistance @ 877-435-7650 and I’m asked to drive the vehicle 90 miles to the Humphrey Terminal to exchange it for another car, or drive to Des Moines IA over 200 miles to exchange the vehicle. This is unacceptable! I ask if they have anyone or company in the area that could service the vehicle. I’m told that the most efficient way to get back on the road is to purchase a wiper blade and then install it and keep the receipt, talk to the agent when I return the vehicle and then I will get reimbursed for the wiper. I explained that the vehicle should have never made it past inspection and that I expected 20% off the rental. He then said that would be a discussion better for the agent when returning the vehicle.

Ok so I purchase the wiper and install and move on.

On 8/10/2013 I return the vehicle at 5:50 AM to make a 7:13 AM Flight. There isn’t anyone to check the vehicle in with. But there is a gray metal box that has “return Keys Here” printed on it. At this point I can see the NO Service becoming to be very true, and now know I will not get any discount or paid for repairing the rental vehicle.

When I get home I try to call, but can not locate a customer service number on line. So I file an electronic complaint. I get an email that says someone will contact me in 5 – 8 days.

On day 5 I call Thrifty @ 1-800-847-4389 as no customer service number on the email or website. They transfer me to another department. I asked for that number before being transferred as I thought they would just cut me off. That number is 877-365-5271, and yes I was cut off…. So I call the number directly and Jamil answers the phone, I explained my concerns and he said an email was sent to me, (NO IT WASN’T) He didn’t want to hear anymore and just keep coming back to replay to the email to move the complaint further. He forwarded the email to me again and I received it. I asked for a Supervisor and was told that I had to follow procedure and reply to the email before it would move on. At this point today 8/16/2013 I replied to the email as below.

  Patrice,

Attached is the receipt for the wiper blade, I had to purchase and install at my inconvenience to your vehicle that was supposedly inspected prior to my rental.

 

This is what you call resolution!!!!

Why wasn't this vehicle inspected prior to my rental???

 

1/4th of the wiper blade was GONE!!

When I called the Roadside Assistance, I was told to drive the vehicle 90 miles or 200 miles to exchange the car. Then told to fix it myself if I didn't want to drive 3 hours round trip.

 

This is absolutely unacceptable, but I would believe you will end it at this as you will not provide me with a hire level of contact or and further better customer service then I have already been given.

 

By the way you could put a thank you for renting from Thrifty on the metal key box that customers return the keys to when departing MPS early in the morning.

Mike

  Date: Fri, 16 Aug 2013 14:53:33 -0500

 Subject: Case ID: 2057174

 Dear Mr.

 

 Thank you for contacting Thrifty Car Rental. We appreciate the opportunity to assist.

 As discussed, please reply to this message with the documents requested. Please do not change the subject line as it will prevent the message from being received in a timely manner. Once the documents are received, we will review and contact you with a resolution.

 Again, thank you for contacting Thrifty Car Rental. We will be awaiting your response.

 

 Sincerely,

 Patrice Green

 Customer Service Representative

 Case ID: 2057174

I will update with outcome.