Randy Reviewed on Mar 1, 2020, 1:10 AM
I reserved a minivan for February 20-25, 2020 through www.anyrentalcars.com. I called on February 17 to (787) 253-2525 (Thrifty Rental Car Center located at San Juan’s airport) and confirmed that my reservation was good to go. The representative stated on the phone that I was all set to go. Once arriving to the Thrifty Rental Car counter, I stood in line from 1:15 pm to 2:45 pm. A total of 1.5 hours. Once getting to the counter and going through the rental process, I was given a total cost that was totally different than the quote on the confirmation email. The Thrifty counter representative stated the price difference was for “airport taxes and fees.” I showed him the email with that line item already included in the quote. He said I would need to “take that up with anycarrentals.com.” (I observed the second Thrifty counter representative charge another customer additional taxes and fees while I stood at the counter.) I told the representative that I should not have to take it up with anycarrentals.com because I was renting the car from Thrifty Car Rentals and not the website. The counter representative proceeded to remove the additional charges. Once everything was complete, the counter representative radioed another worker proceeded to return to the counter. After 10 minutes of stalling, I asked the counter representative was there an issue. He said no there was not - he was waiting for things to be process. He proceeded to walkie the co-worker again to be told the van would not be arriving to the airport for another 20-25 minutes. I proceeded to ask to speak to a manager because now 2 hours have passed since I got in line. He called someone by phone and after getting off the phone stated that the manager would meet me in the parking garage when picking up the van. My family and I proceeded to the pick up area and waited additional 20 minutes (never seeing a manager) until my name was called letting us know the van had arrived. I have rented many cars both domestically and internationally and have NEVER experienced anything close to what I experience on February 20, 2020 with Thrifty Car Rentals. As of this moment, I have no plans to rent from Thrifty Car Rentals in the near future unless I can be assured in someway this is not typical customer service.
Monica Reviewed on Feb 26, 2020, 11:55 AM
I attempted to pick up my rental, however, after waiting on line for 20 minutes, an employee started to walk around saying that no cars were available. The main thing I didn't understand is that when I stepped out of line to explore other options, they continued to attend to people lining up. I felt like they lied to try and reduce the number of people waiting. They also only have one line, so those with a reservation need to wait along with walk-ins which is not fair. People who took the time to reserve in advance should receive priority. Would NOT recommend to anyone.
George Reviewed on Feb 25, 2020, 5:29 PM
The first car they brought out had a huge bubble in the tire that looked prime for a blow-out. After that, it took almost another hour for them to bring another car. When we returned the car the paperwork was for the first car and they wanted to charge bus with a late fee.