I arrived in Las Vegas at 7:30 pm on July 1 and attempted to pick up my rental car. Was told that it wasnt available since my reservation was for 8:00 pm. Waited until 8:00 pm and returned to the THRIFTY counter. Was told that the car I had reserved had not been returned yet and no other cars were available. The clerk suggested I take a taxi to my hotel (I was later reimbursed for the taxi fare), and call for a shuttle bus ride back to the airport the next morning to pick up my rental car.
On the morning of July 2, I called and was picked up 45 minutes later and driven to the airport pickup/drop off location. There were approximately 25 people in line waiting for cars. Many of these people were in the same situation as I was, Thrifty had accepted reservations but did not have cars available. There were 10 other customers there that were waiting for cars to be returned and the shuttle from the airport counter kept bringing more people to pick up invisible cars. After waiting in line for one hour, the counter clerk told me that my reservation would not be honored since it was for the night before. Spoke to the manager. This individual was extremely hostile. He could not understand why all of these people were upset and his attitude made the situation much worse. He eventually honored my reservation and gave me rental car. I was charged $27.18 for a full tank of gas and told that I would be reimbursed for any gas that was left in the tank when I returned.
Returned the car on July 4. The clerk that closed the rental (employee #9073) spoke no English and failed to reimburse me for the gas (3/4 tank) that was left in the vehicle.
I will NEVER consider renting a car from any THRIFTY location again and will advise others against it.
This company does not understand the definition of "reservation" or "customer service."
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