Thrifty Car Rental - San Francisco - O'farrell Street Ca Tle — Local services in San Francisco

There are a few issues with Thrifty downtown (and Thrifty generally) but I need to start by saying that the 2 staff at the desk at this location are amazing - efficient and engaged, despite customers being rude to them when they can’t do anything to resolve the long wait times and lack of vehicles. I believe their names are Shayna and Dimitri, I wish I knew for sure, because they are the sole reason this is a 2 star review and not a 1 star review. You are both brilliant and do a great job, please don’t let the bad feedback get to you.

The issues for Thrifty management (not onsite managers, those making poor decisions behind the scenes) are significant, but easily fixed. Customer service isn’t hard, here’s a few tips - no other business would allow you to book online and request a specific pick-up time and then not have a vehicle available for up to 4 hours after that pick up time. If you made a booking at a restaurant, arrived and got told you’d need to wait a further 4 hours any normal person would walk away and/or leave bad feedback. Expect to continue to receive bad feedback until you learn to fulfil bookings within a reasonable time. Get more cars or take less bookings would be my suggestion. Saying yes to every booking knowing you don’t have enough cars to meet these bookings is just disorganised, stupid, bad business. There isn’t an excuse, it demonstrates an inability to run a business, end of story.

A further suggestion would be to divide walk-ins from bookings. If you don’t make a booking you can expect to wait in a line (not for 90 mins, that’s insane, but if you don’t plan, you expect a short wait). Bring those who have made a booking to a different desk and serve them quickly. At the moment you have people standing in a 90 minute line (which, again, is unacceptable in any business) who have made a booking months in advance and may have booked accommodation or had plans to be somewhere at a specific time. A 90 minute lineup and a further 2 or 3 hours wait for a car just infuriates people. Especially when a booking currently means nothing because you’re in the same line as people who have just turned up to rent a car on the day. While I stood in line I heard at least 4 people say “I booked months ago and I’ve been waiting 90 minutes” - nobody thinks this is ok, Thrifty can’t possibly justify it, so fix it.

Some advice for customer too - be less demanding. The guy who threw a tantrum because he booked a Mustang but was given a Camaro instead - grow up. Rental car agencies all over the world guarantee you a type of car, they give an example and then the words “or equivalent” appear next to that example. If, as you claim, you packed for the slightly greater luggage space of a Mustang and now you need to put a bag on the back seat, that’s your fault. Take the Camaro, put a bag in the back, and enjoy your trip. Essentially customers shouldn’t be so specific with their needs. I understand that a vehicle has to be fit for purpose, but if you’re expecting a specific brand or model or make of vehicle then expect to wait longer or be disappointed. You’re renting it, not buying it, take what’s available and get out of the office. I’d booked and paid for a full size “Chevy Malibu or equivalent”. I was told that none were available but a Nissan Sentra would be available in 90 mins. Still a ridiculous wait after 90 mins in a line and a pre-booking, but I was out of the office earlier than others who were in the line before me and were still waiting for a specific vehicle. If you and your luggage fit in, take what’s on offer and be less entitled. Harassing the counter staff because you has unrealistic expectations is unacceptable and, if you’re worried about the brand of your rental car, take a long hard look at your life choices.

This Thrifty rental car location, like all Enterprise owned/run rental locations in the USA, is disorganised and the experience is horrible. Upper management is entirely responsible for this, however, demanding customers exacerbate the issues. Rent from here at...

image renting a car through expedia for a mid sized suv. You get an ALL electric vehicle. Which I did not know anything about and when I was at the counter to pick up the car the associate was flippant and rude. Told me to google it. I went to the car and could not figure out how to turn it on. I googled it.

I had the car. I had my grandson. He came down with Covid and gave it to me. I took the car out to try to charge it and return. ALL of the stations that I could find were either out of order OR had lines hours long. I waited. Had to take my sick grandchild home. I did this several times.

I called Thrifty 3 TIMES and described my situation and told them that I was returning the car late. I understood that I I would have to pay the extra days. I could not get down there to return the car on time. The operators asked if I wanted them to extend it. I asked if it was best to do it with them or the local counter. They told me my choice but that the local office may be more understanding about my situation. and I couldn't put my grandson in an uber as sick as he was.

When I went into the local thrifty location - the manager came charging out. Psychically and verbally aggressive. She kept angrily raising her voice at me telling me that the car was past due. calling out the rental dates. I said that I know and I tried to explain. She kept cutting me off. I told her I called. She told me to prove it that there was nothing on my account... I was clearly still very sick. I was coughing and my nose was running - almost no voice... She was so incredibly aggressive and mean. I told her that my company had been renting from Thrifty for over 20 years... She treated me like I stole the car... She was racing around and asking where the car was and she wanted to see it. I stayed calm. I cannot express how horrific and possibly embarrassing this person made the situation. I told her it just wasn't necessary. I tried to explain the issue with the difficulty with the charging stations and me not know about electric vehicles. She basically told me that I was a liar at each and every touch point. I tried to tell her about Expedia... again... she told me NO - not true... I tried to show her my app and she shut me down.

Think about being a long time customer. Not only have I rented for over 20 years - I have purchased 2 cars from Thrifty.... Thinking that you are doing what you are supposed to do by calling the corporate number and keeping them updated on my situation and then taking the car in and being treated like this.

Once she started treating me that way the other employees started being mouthy and saying things to me.... The other manager smercked at me... It was really an out of body experience.

As an international business owner for over 30 years.... I cannot even begin to think that any customer would ever be treated this way. ever....

Clearly we are not aligned anymore. I will take my personal and professional...

We rented a small SUV from Priceline. We have never has any problems with our 2 large luggage. They have us a Toyota CHR. The vehicle is so compact that there barely and room on the trunk. I went back to the counter and spoke to the same man(Tony I think) who originally did my reservation because he asked how many people and how many luggage and the size of the luggage so he should know that it wasn't going to fit but still gave me that vehicle. He said if it doesn't fit come back and I will help you with another vehicle. I went back his help consisted in selling an upgrade.He called the manager and he said he fulfilled the agreement.I refuse to pay for an upgrade because inventory is low. Since I refused he got sarcastic and didn't want to hear it anymore got up and left to another room and let me standing in the counter. I went to see the manager at the pick up area and said I got what I rented. I understand it was x mas eve and they were low but he didn't make an effort. After talking to him several times he said wait for a bit let me see what I can do. So we waited for more than 1 hour after several time going up to him his final answer was sorry there is nothing.i can do but yet he was willing to sell me an upgrade to what would consider it was a down grade. In front of me I saw he changed another person's vehicle without hesitation So bottom line they don't care for clients sat only for $$$. I left not happy in the CHR with one of the luggage coming from the trunk to the back seat super uncomfortable and luggage obstructing the back view completely. Everytime someone came they would offer to sell them.upgrades and try to sell them all sorts of things. They are all about the $$$$$$! Follow me on IG...