Michael Reviewed on Jan 7, 2019, 11:48 PM
On December 21st, my family arrived at Mexico City International Airport and proceeded to the Thrifty Car Rental kiosk located at the International terminal to pick up our minivan rental. The reservation was made through CarRentals.com for a Chrysler Town (or equivalent) Mini Van. Upon arrival at the kiosk, the Thrifty representative looked up our reservation and arranged for a van to take us to the offsite car rental location. Upon arrival at the Thrifty Car Rental location, we were presented with a mini van in poor condition (scratches on all sides, interior well-worn with holes in seats) and high mileage (80K+ miles). In addition, the fuel level was only at ¼ of a tank, which meant that we would need to fill up with gas shortly after arrival from a long, delayed trip. When I pointed out that the fuel tank was almost empty, I was told to “bring it back at the same level” to avoid any charges. The biggest red flag, however, was the extremely high amount of pesos stated on our rental contract for the Mini Van and an insurance charge, for which we already paid through CarRentals.com. Also curious was that the contract was with Dollar, not Thrifty. When I showed the representative my confirmation showing it was made for Thrifty, he said the Dollar and Thrifty are the same company at this location and not to worry about it, saying “it’s the same”. When I inquired about the peso amount, the representative simply said “it’s the local amount. You will be charged this” and pointed to my CarRentals.com sheet showing $1,073.52. With three tired young children, including a baby, we decided to believe what he says and take the Mini Van as-is. And, thankfully, the vehicle ran with no problems during our trip. Upon our return on January 1st, a gentleman named Pablo was working the desk (he is pictured at the Dollar counter in the second picture attached). The location was quite busy when we arrived and we waited for about 20 minutes before Pablo took the inspection paperwork from another gentleman and started processing it. Pablo then came over to me and told me that he will charge us $420 pesos for fuel! He said we returned it with less gas than at pickup (which, by the way, is nearly impossible without running out of gas). When I told him it simply isn’t true, that we were given the Mini Van with only ¼ tank, he refused to give us a ride to the airport until we signed a credit card charge. He also wanted to me to sign for $37,000 pesos for the rental! When I told him, again, this seems way too high, and that insurance was pre-paid, he told me that’s the “local price”. I told him I cannot sign the credit card slips because they are not part of the CarRentals.com confirmation and agreement I have with Thrifty. He stood his ground and refused to let the van driver take us to the airport, even after we told him he is going to cause us to miss our flight. At this point we had to make a choice to continue fighting this and risk missing our flight or signing two fraudulent credit cards slips in order to make our flight. We felt like we were being held hostage. When we returned home, I looked at our credit card bill and sure enough there is a charge for $1,887.26 from Dollar Car Rental!!! What happened to us at this location is unacceptable. I am currently disputing the charge from this center, which is a pain itself. The amount of time taken and stress this event has caused for me and my wife is unparalleled in any of our travel experiences. BEWARE!! SHOP ELSEWHERE!
Unhappy Reviewed on Oct 10, 2018, 4:43 PM
Colossal waste of time and energy. They didn't have the car I reserved, or even anything in that category. I reserved a 9-seat SUV to carry a film crew; Thrifty offered a RAV4 (uselessly small) or an 11-seat van (no ability to drive on dirt roads). They couldn't be bothered to check if any of their other branches had an alternative, and disinterestedly suggested that I walk to the other providers in the airport in case they could help out with a last-minute car (which inevitably cost much more than my original reservation). Hugely frustrating and expensive. I will do my best to never use Thrifty or Carrentals.com again. Thanks for nothing.