Thrifty Car Rental

Thrifty Car Rental Denver Int'l Airport to Salt Lake City:

My husband and 13 year old son rented a car in Denver and drove to Salt Lake

for a very busy hockey weekend. The car broke down @ 9:30 am on Saturday May

5th. We called the Salt Lake City Airport Thrifty as advised.

The manager there, Mr. Lewis said that this was not his problem and that

even though he had plenty of cars, he wanted us to call Denver and get a

clearance for an airline ticket so that someone could fly back and get his

car back to Salt Lake. "Lady, your problem is not my problem!" and then he

hug up! WOW!

We called the Denver airport office; the manager there, Keith Johnson, said

he would get the problem fixed with the road-side assistance department.

We explained that the hockey schedule was packed today and that a car had to

be brought to us. Also, their car was not working and they'd have to come

and get it anyway.

Road side assistance could not arrange for a car in Salt Lake City because

the Thrifty's there are all franchises that refuse to cooperate with

corporate Thrifty (they said they had no cars available anywhere in the city

to accommodate corporate).

Road side arranged for a car to be sent o us from Boise, Idaho..7 hours

away. In the mean time they wanted my son (13) to take cabs in a strange

city to the rink while my husband waited at the hotel to sign the new car

rental agreement!!!! They kindly said they would reimburse all cab fare for

the 7 hours they were stuck without a car. How Kind!!

When I called the regional manager in Denver, Clayton told me that we were

not helping them fix the problem because my husband would not take 3 hours

out of my sons busy regional hockey championships to go to the airport by

cab and rent a new car. They kindly said that the new car rental would be

reimbursed later. My question was: do you actually have a car that we can

rent in Salt Lake then? I thought the rental franchises were all out of

cars? What guarantee do we have that Thrifty would reimburse us the new

rental fees? Could they fax me something in writing? At this time, it is

almost 3:00pm and we're not even sure if the Boise car will make it because

of bad weather en route. The manager again whined that we were making it

very difficult for him to solve our issue because my husband could not leave

the rink and go get the car form the airport. The rink and the airport are

at least 45 mins apart (at least 2 or 2:30 hours round trip, making my

husband miss the tournament game that day). I explained again that this was

not possible and that they would have to arrange for the rental to be taken

to my husband or get the Boise one there in bad weather; at this point the

poor, stressed regional manager hung up on me!!!! He must be having such a

hard day with all these demanding customers!

Road side in the mean time was to call my husband back to tell him whether

the Boise car would make it or not. It is 6:00pm and we have heard nothing

from them or any other office regarding the replacement of the broken down

car.

Well done Thrifty for great customer service, reliable automobiles, and fast

and friendly road side assistance. Oh! And we must not forget the upstanding

problem solving skills and the hands on customer satisfaction approach of

your managerial staff. Their swift hanging up policies from Salt Lake City

to Denver is to be commended.