| rev:text
| - Thrifty is getting a one-star review because of its customer service which, as I found out the hard way, is largely nonexistent. Even nearly two weeks after I filled out the "How Did You Like Us" email, I haven't heard anything.
First, the wait. What. This is Las Vegas. While it's true that their line and the wait were probably longer than others, it's still the Las Vegas airport and there's going to be a wait. I'm not dinging them for that although they could have had an additional staff member or two once someone realized that a small group was taking more time than normal.
The checkout process was pretty straightforward although the cost of their "insurance" was 2/3 more expensive than the cost of the rental! Silly me. I should have checked with my auto insurance first before getting theirs. My bad.
When I got the car, I went around it and took pictures of every ding, "just in case." It wasn't needed, but you never can be too careful.
My complaint comes after the checkin process. I will admit that it was my boo-boo that started the ordeal, but it could have been handled much better.
I'm a local and didn't want to drive my aging Hyundai to So. California and decided to rent a car instead. Thrifty had what seemed like the best deal, so I reserved a car online. Because I haven't rented a car in years, I didn't realize the aggravation I'd have to go through at McCarran Airport, but that's another rant.
When I returned the car, I first stopped at long-term economy parking to drop off my belongings in my car. I didn't drop off my duffle that held several bottles of wine because the temps were over 100 and I knew that would be bad for the wine. I knew that I'd have to take two shuttles to get back to the car and who knew how long that would take!
I got back to the rental area and turned in my car with no issues. Understand that my duffle has no wheels, and I had several bottles of wine in it. When I got off of the first shuttle and started across the airport to the other shuttle I'd have to take, I started to get pretty tired! So I stopped, sat down, and pretended to look for my car keys. Oh oh. No keys.
I called the 800 number on the back of the rental agreement and after several menus, I finally got a live person (pressing 0 can cure just about any menu issue) and asked if there was a way that I could get in contact with the desk here to hold the car I had just dropped off because I think I'd left my keys inside. She cheerfully gave me the number for Lost and Found. It was full of pre-recorded menus, so not helpful at all.
I called the customer service number (another 800 number), but they were closed.
I called the original number again, and talked to a young woman who, when hearing my story, asked, "Did you check our website?" Maybe she didn't hear the part about my sitting in the middle of an airport.
"I'M IN MCCARRAN AIRPORT IN VEGAS," I said firmly. "I just dropped off the car 20 minutes ago. I only want someone to hold the keys because it's going to take a long time to get back."
"Yes, but if you check the website..." I realized that stupidity has no brain cells.
I started the long and tiring trip back to the car rental building, and stopped at the Thrifty counter which miraculously had no line. The young lady wrote down all of the information I'd need to find the car with my keys, and I headed to the rental area. "Show this to one of the guys in the orange vest," she'd told me.
The Orange Vest (OV) guy took the info from the slip and away he went. About 45 minutes later, I asked him if they'd found anything. "Well, if it's more than 20 minutes after turn in," he said huffily, "it may take a while." I bit my tongue rather than yell that it would have been about 20 minutes if someone with an IQ had answered the phone line in the first place.
To make an already long story short, after about three hours downstairs in the garage waiting, questioning, fuming, and Facebooking, I finally gave up and decided to rent a car from ANYBODY ELSE and headed upstairs. While I was trying to decide which company to rent from for one day, a guy from Hertz who'd heard my story found my keys on a lockbox where they'd been placed because the ONE guy with the ONE key was not in.
No one from Thrifty even bothered to look. The upshot is that because of that, I spent more time waiting for someone to give me information about my keys than it took me to drive from California. I arrived at 4:30 and didn't leave the airport until nearly 9:00 pm.
If they'd had a decent Customer Service line or if someone had taken the time to expend effort, this could have easily been a four-star review. Not five because of the insurance costs and their having insufficient staff during a busy checkout time.
Go anywhere else. I'm going back to Enterprise when I rent my next car in two weeks. No more Thrifty. Ever.
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