Thrifty Rent A Car

#THRIFTYISSHIFTY
I’ve spent at least 3 hours or more over 2 days while on vac in Louisville dealing with this company. That’s ridiculous. I’ve been waved away, and I’m sure ‘accidentally’, hung up on when calling their ‘customer service’ to have my issue validated and rectified. In the end, after no resolution was made I decided to do the most ridiculous thing: write an email to the company through its website since no one was able to help me… Not that they tried.
The email read:
«I am writing to inform you about what terrible customer service I have been dealing with from your company. I was charged for insurance WITHOUT being told it was optional, and I was charged for road side assistance which I did not ask for, nor did the salesperson tell me was optional as well. After finding out that these items were optional, I returned to the Louisville location (within a couple hours of picking up the rental) to ask that they be removed. I was told by one gentleman (Not the man that initially ran up the charges) that they would not be able to remove these items and that I should call the customer service number, which I did. I was told that they are unable to remove any options from a reservation and it had to be done at a location, which I was still at luckily. Got back in line only to be told they could not help me AGAIN. I requested that the cust serv rep on the phone reach out to the office to let them know they would have to take care of the charges. The phone rep said he could did not receive an answer at the location. When the phone rep asked to speak with the guy behind the counter, he firmly stated that he would not talk to the phone rep. I was then told by the guy that initially helped me (Joe?) that upon looking at my reservation there is only, AND I QUOTE „3−5 minute window in which we can remove optional items“. I was told by the phone rep to ask for the manager, Joe (?) told me that speaking to a manager would not help because the charges will not be removed. I was given another number to call from the original phone service rep. That office was not available until today (9÷28÷15). I called multiple different numbers MANY, MANY times only to be told over and over in quite the condescending manner that they can not help me and that I need to have it done at a „corporate location“ even after explaining to the phone rep that I tried that. „Did you ask for a manager?“ they asked to which I replied yes. I asked for the phone rep to reach out to the Louisville airport location AGAIN. After much time spent on hold there was NO RESOLUTION. The phone rep returned to the line and said that he HAD INDEED spoken with a manager at that location and stated that the charges would NOT be removed because they were highlighted on my receipt and the charges were explained to me, which is a complete lie. JUST BECAUSE YOUR SALES ASSOCIATE HIGHLIGHTS THE ENTIRE RECEIPT DOES NOT MEAN THEY CLEARLY AND THOROUGHLY EXPLAINED ANYTHING!!! Your employees at this location are committing fraud. By tacking on these charges and not telling the customer that they are optional, not required, they are committing a crime. Is this the type of business you are running?
I completely understand that I would be held accountable for the charges if I had willingly chose to have them added to my rental, but I did not. Your service rep at the KY airport location is a sneaky, under-​handed liar. This information will be shared with others, often and with much disdain for the way this matter has been handled. When looking back on the day of picking up my rental there was a young lady in line before me that questioned why the price she was being asked to pay was more than quoted. I can only suspect that your employee bamboozled by this employees scheme. I stand by the fact that I was never offered these so-​called ‘options’. Yes, I signed the contract under false pretenses and not knowing that it was my right to refuse those ‘services’.
You should be ashamed of yourselves. No person should be treated the way I have been by your location reps and your phone reps. I will not be silenced on this issue.»