1. The service attitude at Thrifty's Los Angeles branch is terrible, from the manager to the regular staff. They refuse to resolve the reimbursement issue for the oil change expense, have a bad attitude, and refuse to communicate, making the customer experience very poor! 2. The online customer service is unreliable. I called the rental company hotline in the US to file a complaint, and the customer service representative promised to email me within 1-2 days with a progress update or result. However, it has been a week, and I have not received any emails, not even an acknowledgment of my complaint! This makes me feel that the customer service did not report my complaint at all. 3. The internal communication of the rental company is extremely chaotic. After discovering an issue with the car, I called the roadside assistance hotline for a solution. The service personnel asked me to add oil immediately; otherwise, it would affect the vehicle's performance and could lead to an accident. After repeatedly confirming, the customer service assured me that I could get reimbursed when returning the car. I added the oil and covered the expenses. However, when I finally returned the car, the Los Angeles branch refused to reimburse me, stating, 'You should have bought the roadside assistance insurance, then you would have been able to replace the car for free.' This is extremely frustrating! This incident not only disrupted my schedule but also affected my travel mood, and in the end, they even withheld my reimbursement. It's absolutely intolerable!

The staff at the store were incredibly inefficient, with a waiting time of over 20 minutes. They didn't have the BMW X3 I reserved, and frustratingly tried to upsell insurance. Despite our repeated refusal, they were unhappy, emphasizing that this was a luxury car and falsely claimed the insurance was mandatory.

Unreasonable charges

Good

Before changing the car, I placed a new order to extend the rental for 10 days. At the time of return, I wanted to keep the original car, but the staff didn't give me a receipt, which led to them thinking I didn't return the car and charged me daily late fees. Despite multiple communications, they ignored me!