Pros:I liked the car itself and the fact that we were able to upgrade last minute.
Cons:I was very disappointed and unpleased with the level of customer service provided by the tellers and management. I was a bit confused on the charges received after dropping the car off so I came in hoping for someone to explain why I was being charged extra charges but instead I was disrespected, talked down to, and even more confused. Rachelle was extremely rude and condescending. She could not explain the purposes of the extra charges and made my experience more difficult as I was simply trying to understand the extra fees. She ended up calling the manager Kenny who was very unprofessional and ended up walking away from me saying to “call him when I’m done” when I simply asked him to wait while I check my card to see the exact charges that were charged to confirm what he was explaining to me. He gave me no reassurance that I wasn’t being charged extra and as a customer I felt like I was being ignored. To top off my experience, when I finally got the track record of my charges through my card, I asked if someone can call Kenny back for confirmation and the other teller Ryan said “I’m not calling him, he’ll be right out, you can wait.” Ryan was not even the teller that was handling my transaction and was instigating when he had to place to add more to my horrible experience. Both tellers were ignoring me as I sat their waiting for someone to call Kenny back. They didn’t even bother to acknowledge me. It was so bad that I ended up talking to someone from Hertz who broke down the entire transaction in a few minutes and solved my problem. The Thrifty team needs better training when it comes to explaining charges and customer service. They wasted 2 hours of my time giving me run arounds when they could have kept it simple and and been direct like the way the Hertz staff did. I will never do business with Thrifty ever again. This experience was horrible and traumatizing.