Car Hire at Miami Airport

Pros: Returning the vehicle, the employee receiving the vehicle was courteous and helpful.

Cons: I was waiting in line for an hour at MIA Rental Car Center, there was only one employee at the counter. The vehicle I rented was very dirty inside and out and the seats were damaged.

Cons: I choose a wild card and it was the smallest car in the place

Nickel and dime

Pros: The car was nice

Cons: Employees were not friendly, did not explain charges clearly. They insisted we needed to pay for a toll pass to travel to key west despite no toll roads on the route. They made us pay for 2 drivers even though my husband was the only driver. Upon drop off they told us we would have to pay a fee for dropping the car off 2 days early despite asking that at pickup. Very deceitful.

Will NOT be using Thrifty again - extremely poor customer service

Pros: -Decent car -Such a poor experience otherwise (see rest of review)

Cons: -Long wait time to pick up car. Our flight was delayed, so we were two hours late arriving for the car at the scheduled pick-up time. We upgraded at the counter, but had to wait over 50 minutes to get the car. Don't upgrade us if there is no car available! Also, no one could tell us how long the wait would be. -Poor customer service - lackadaisical approach, no empathy for waiting customers -The upgraded car we got had old windshield wipers that didn't clear the screen. So driving in torrential downpour was dangerous already, plus it was difficult to see out of the windscreen with all the smears. -On return of the car, pilon cones were blocking the return area. We waited for 20 minutes for someone to come and move them, but no one showed up. So with a pile of Thrifty return cars backing up behind us, we got out and moved the pilon cones ourselves. We then drove up to allow the other cars into the return lane, parked and started unloading our suitcases. The Thrifty attendant then shouted at us from across the parking lot to move the car up more. We informed the attendant that we had to move the pilon cones ourselves after waiting 20 minutes, and we have already started to unload the car, so he is welcome to come move the car himself as an employee of Thrifty. We complained to the person behind the Thrifty counter in the parking lot, but there was literally no acknowledgement outside of "Feel free to contact Thrifty at this number". We also complained about the incidents to the employee at the desk at the airport level, and the employee just looked at her computer, and didn't say anything except "Sorry, yeah, that's how it is. I have no power over that." -Exceptionally poor customer service from the protracted wait after landing (close to an hour), to another wait when returning the car, to yelling at the customer from across the parking lot, and then none of the employees caring/empathizing with the inconvenient and unprofessional situation. It is clear that the employees are not well-managed, they are understaffed and absolutely not trained to deal with customer complaints. We've never had such a poor experience with any of the variety of other rental car agencies that we usually use. We will DEFINITELY not be using Thrifty again, and will be advising everyone we know to stay away from them.

They have sent me multiple bills, have no supporting documentation

Cons: They have sent me a bill for over $1,000 and cannot provide me with full details as to why. They have lost the documentation I provided to them. They don't have a thorough inspection at drop-off.

Will not use again...

Pros: The drop off in Daytona Beach was very easy.

Cons: The vehicle was filthy when we picked it up. It appeared it hadn't been cleaned in quite awhile. The women working at the counter in Miami was rude and unhelpful. Their policy that a spouse is not included as a driver is terrible. They do not make this unusual policy well known during the rental process online. When there in person they require you to pay a hefty fee to add your spouse when most other rental companies include your spouse as a driver at no cost. When it came to discussing our insurance coverage and paying of tolls the woman once again was unaccommodating and curt. Disappointing that Kayak would offer this company as an option. In the future will gladly pay a bit more money to rent from a more professional rental company.