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November 2023 by Cindy Alvarez
First, I gave Thrifty one star after waiting with many others for vehicles we reserved over a month ago. After getting up at zero dark thirty to make Dallasflight, what a horrid experience in El Paso. I missed the entire afternoon of archival research but Thrifty does not care. After almost three hours I did get a black Altima, thus the two star rating. The car smelled like a fish drove it but I didn't care. I flew to Walgreens and purchased an extra large and strong can of Lysol. I sprayed every time I exited vehicle. A handsome dude who looked like a fit blue-eyed Jimmy Kimmel said the Thrifty fiasco happens EVERY time he travels to El Paso for business. He waits HOURS for a vehicle from Thrifty. I always rent ENTERPRISE in Dallas. They are pricey but immaculate. No fish funk. CEO of Thrifty, GET YOUR ACT TOGETHER. YOU OWE ALL OF US TODAY THAT WAITED FOR HOURS A FULL REFUND. This is totally unacceptable. I am stuck paying $500 plus to conduct doctoral research in a fishmobile. Customers BEWARE...NEVER RENT FROM THRIFTY IN EL PASO. At 0630, 19Nov, drove to airport to return rental. Thrifty/Hertz return gate chained off and blocked with boulder like obstacles. I could not return fishmobile. I honked at one man in garage checking in cars. He saw me and ran away. I entered through Avis and parked car there. I took my contract and keys and walked to Hertz Thrifty booth and NO ONE THERE. I walked to terminal and NO ONE AT THRIFTY DESK. A sign listed number of ON CALL MANAGER and it went to recording. Then an Avis employee approached me and said I had to move car. My contract had it documented RETURN AT 0630, NOV 19. The Avis lad took keys and contract and said he'd move car and give keys or drop in Thrifty Box. NEVER RENT FROM THRIFTY IN EL PASO. Some inept Thrifty/Hertz OWNER answered my previous two star rating, wrote. "copy m.me/hertz to browser and we will discuss." When I copied the m.me/hertz, received UNABLE TO OPEN LINK. From now on I stick to ENTERPRISE ONLY. Thrifty HERTZ ARE INEPT AND UNBELIEVABLY UNPROFESSIONAL. I did leave the super strong Lysol in that fishmobile Altima. I should receive A FULL REFUND FOR ALL OF THIS CHAOS AND TROUBLE.
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November 2023 by Scott Beatty
Don’t do it! Not worth the minor savings. Go with Enterprise or their subsets or Avis or their subsets. This Hertz/Thrifty location is painful. If you’re Bluechip or whatever equivalent, your name won’t be on the board so you can skip the (usually) crowded counter with a single attendant.I’ve rented here many times and I’m done with them. Cars are dirty, often smell like smoke.Today, waited in line since my Bluechip thing didn’t work, no name on board. They couldn’t find the reservation. Finally did. Then went and got in a car under my corresponding class (mid size) Went to gate. Couldn’t find my information for a good while (again). Finally they tell me I don’t have a mid size. I tell them it was under mid size, along with another same make/model vehicle. They have me park the car, go get another car from mid size. Then different attendant couldn’t find the reservation again. I express my frustrations to all of these people. Nobody cares.Operation is disorganized which lead to delays that other reviews note.All that to say, rent with Alamo/ National/ Avis, etc who smile, are helpful and don’t flounder ( and have nicer cars)
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November 2023 by Jim Dobrowolski
I’ve been standing in line to pick up my rental car for over an hour now, and there are still about thirty people waiting in front of me. There is a single employee working the booth. This sucks.EDIT: I waited just over two hours in total before the lone employee came out and told me (and everyone else still in line behind me) that they were OUT OF CARS for the night! This despite having a paid-in-advance reservation. At the very least, could you not have realized this and informed us an hour and a half ago? What a joke of a company.
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November 2023 by matt hof
Waited over 1.5 hour to get my rental as there was nobody at the counter and only one person at the kiosk to handle Budget, Thrify and Dollar rentals. This delay was compound by the one person having to walk the lot to point out vehicles to each renter becuse there was a shortage and they didnt want to give out the more expensive vehicles.Additional delay as people with Hertz Gold were able to go straight to vehicle when they came from the wash while Thrifty renter had to wait in line regardless of thier prestige level further extending the delay.This is not isolated as when I returned my rental the next day there was almost 30 in line waiting on one person I. The kiosk to rent and nobody at returns.
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November 2023 by John Santos
If your flight arrives after 5pm, don’t rent a car from here. They routinely run out of cars and the employees have no choice but to turn people away (even if you had a reservation). I had to spend extra on taxis for my first night, and the company won’t reimburse them nor will they lower your cost given that they’re giving you a car a day late. Lastly, arrive early. The lines are long even at 7am.
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November 2023 by Carlos Moreno
Disappointed with Thrifty: I rented a car, paid extra to return it to a different location. I have changed my reservation to return the car at the same location, and also several days before, and they do not return anything.
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October 2023 by Raul C.
I recently rented a car from Thrifty. I arrived at the El Paso Airport after 7 PM to the counter at Hertz in the garage. There were two people in line, but it took at least half an hour to get started because there was only one attendant. I finally got a choice of two cars (not the midsize I had reserved online) so I chose a 2020 Nissan Altima. It was clean and had some black substance on the back side fender which the attendant said it was just soap. I wanted to make sure I wasn't charged for something I didn't do.I used the car for a week without any problems. I filled the fuel tank the night before I was to leave to save time. I had to drive to the airport to return the car by 10:30 AM. The car wouldn't start and a message on the screen said key malfunction and to look in the manual for key instructions. There were 3 books in the glove compartment, and each was the size of a dictionary. I looked for the key instructions in each book to no avail. I couldn't find the troubleshooting instructions regarding a key malfunction. Then I tried to open the key fob to maybe change the battery, but it was stuck, and I didn't want to break it. I called three different phone numbers for Hertz and Thrifty for help, but I was forwarded to an answering machine each time. I panicked because I had to be at the airport in an hour to catch my flightI got a ride to the airport and took the key fob to the Hertz counter for help and to explain what had happened. I had to leave the car at the residence I was staying at. The attendant had to call over someone else to tell me what to do next. They both had no idea since they hadn't had this problem before. After telling me the consequences I might have (which is disrespectful customer service since it was not my fault the key fob didn't function at a critical time). I was to call emergency roadside assistance to give me a claim number to close out my account after I informed them where the car was so they could tow it back to the airport. They texted me several times until they finally had the car back at the airport. No one called me to let me know what to expect next or what I would be charged for their faulty key fob malfunction. I called the Thrifty service number 48 hours later and only gave them the claim number so they could look up the information. After several minutes the representative said to call back after 24 to 48 hours and he would let them know what I needed to know. Since it is Friday I have to wait until Monday now; hopefully, they will understand my predicament with a faulty car.Thrifty charged my credit card for $89 with no explanation and that the charge for the rental was pending???? They seem be very confused in this situation just as I was. Since no one answers the phone for assistance, I didn't have any choice but to leave and let them deal with the problem. Now I expect them to overcharge me for something I had no control over. I will not be renting from Thrifty, Dollar, or Hertz any time soon.
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October 2023 by Kev H.
Most unorganized rental place I have ever been to. One could waiting over 5 hrs ..ten other people waiting over 1 hr.
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September 2023 by Calvin Tate
Horrible customer service and no one wanted to help. I was even refused service by the third employee I spoke with. I rented a vehicle for work and declined the rental fuel service. My original contract even says it. I picked the car up at 7/8th of a tank. I bought it back full at 8/8. As I was waiting for my plane, I got my receipt and I was wrongfully charged $158 for a full tank. I immediately left the airport terminal and went back to the rental car service desk. The young lady at the service desk told me I had to go into the garage where I dropped the vehicle off to fix the issue. When I got to the garage, the guys I dropped the vehicle off to told me I needed to go the booth and speak with Jacob. He is a fare skinned guy with a bald head and wears glasses. Jacob, if that’s his real name, refused to help me and told me he did not care about my issue. He raised his voice and threw my receipt on the ground! Then he threatened to call security. He was very disrespectful and had no remorse what so ever. He blatantly told me I’m not helping you, call customer service. I almost missed my flight. Whoever the bald, light skinned guy is with the glasses that works the booth for hertz/thrifty in the parking garage at the El Paso Airport on 9/1/2023 @12noon needs to be fired! This is my last time renting from hertz/thrifty!
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August 2023 by Shane Dering
Just terrible. Couldn't speed check in as my middle initial got attached to my first name in the reservation. Had to use hertz garage check in after hours and the line was too long. The process is too inefficient for 2023. Bad experience and do not recommend.
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August 2023 by Christine Moreno
Dollar, Thrifty and Hertz are all in 1 booth (the Hertz booth) in the garage. Because 3 rental car companies are operated by 1 booth with maybe 1 person working, the wait times are always long. I’ve rented from this dollar or thrifty at least 3 times and there is always a wait (hour wait in line at least). I’m making a mental note to avoid these companies at this location in the future.
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May 2023 by Eva Aguirre
I usually don't do this reviews, but I had to do it this time! stay away from this rental company or at least this location. Bad, bad experience. More than 15 people waiting online, one employee. By the time I got to the counter, after almost 45 minutes. The lady there, told me they couldn't honor my reservation even if I paid in advance!! They didn't like my Upgrade credit card. She insisted that wasn't a credit card and didn't wanted to check. I offered my debit card and of course, since I didn't have a plane ticket then won't take it. That part I understand since it is on their policy. The frustrating part was that they were able to take the $36 prepaid insurance with that same card that they say it wasn't a credit card! I had rented sooo many times with that card, I still don't understand. I think she just didn't want to help out, granted that place was understaffed. Never again. Back to the real rental companies like Enterprise, Avis, etc. worth the price. Lesson learned.
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May 2023 by Dawn Swartz
Heather was great however I suggest never going through a third party like priceline. They tell you it's going to cost ALOT LESS . Then you get there and they want 300 more than your expecting. Refundable when car is returned of course. But if your on a budget like Me your going to be stuck in a airport with no car.
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May 2023 by c sherman
Satisfied with my rental. Was not satisfied they charged me extra for the upgrade and a full day for just a couple hours. But overall satisfied.
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April 2023 by Lacey Wells
Horrible customer service. Tried to make a reservation online multiple times and received an error message telling me that I needed to call customer service. I contacted customer service to be told if I made my reservation over the phone I would have to pay an extra $100 because they don't have the pay now option. I requested to speak with a manager/supervisor twice and both times the representative told me all of management was tied up. I was then directed to go back online and complete my reservation as they were having IT issues but they had been resolved. So once again I attempted to make my reservation online and was unable to do so. I called the customer service line again and once again was told that all supervisors and managers were busy. Definitely do not recommend using this business!
