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Thrifty Car Rental, Hereford UK. BE WARNED ❗❗❗
Just returned a car to Thrifty in Hereford. Unfortunately there was a small paint chip (possibly from a chipping/stone from the road) on the front near side. However, the manager Claire also insisted there are a few scratches that were not there before. The 'scratches' were clearly dirt and rub off with a cloth or even with ones finger (I have a video of this) but the manager Claire WOULD NOT have it. So much so that she ordered my cousin (who was the one to return the car as he was also on the rental agreement) and his 6 year old son off the premises in an aggressive manner for merely politely contesting this. My cousin is a very well mannered and gentle guy, Claire appeared to have no patience for discussion on the issue and repudiated anything he pointed out. Furthermore she tried to get my cousin to sign on her tablet that he accepted liability by saying "can you sign the return here" and only stated it was for accepting liability when he questioned her. A very underhanded and somewhat devious practice in order to dupe a customer into accepting liability. Anyways, I received an email from them shortly afterwards showing the paint chip and the so called 'scratches' but it mentioned nothing whatsoever regarding how much I'd be charged (from my £500 deposit). I then went to Thrifty to speak with Claire and was told they have charged me £220+ for the paint chip and £24 for the disputed 'scratches.' I couldn't view the car as it was out getting washed. I politely stated that I would like to see if the disputed 'scratches' were still there once the vehicle was properly cleaned but Claire refused to hold off on the£24 charge. Is that good and fair business practice to charge someone without proper evidence? I think not! Is it proper and fair business practice to not give the customer a breakdown of the charges prior to the customer choosing to visit the business AND providing no receipt? I think not! Also, how on earth can they charge £220+ for a very small chip (not deep and less than half the size of a pinkie finger nail)? Claire also spoke and behaved with us as customers in a very curt, sarcastic, arrogant, defensive and unprofessional manner, not alone speaking aggressively to my 6 year old 2nd cousin! I feel Claire would be far better suited away from a job dealing with customers and the general public! The young man Brandon who I dealt with upon hiring the car was a lovely amiable and professional gentleman, perhaps he should assume the managerial position at Thrifty Hereford?!! The car was lovely though and a fair price prior to being completely 'shaken down' upon returning it. I have not as much an issue with paying for the small paint chip as it must have occurred during my rental period although I take extreme umbrage to being charged £220+ for something that I know can be repaired for a fraction of the cost, and subsequently due to the manner in which myself and my family were dealt with by Claire I'm afraid I lost my rag in the end and swore at her (of which I'm ashamed, it's not my usual behaviour/demeanor). Totally unprofessional management and it appears they offer good prices so as they can sting you upon returning the vehicle.I would say avoid Thrifty Hereford at all costs and go elsewhere. This is not a slur on the whole Thrifty franchise/company however, only Thrifty Hereford and particularly the uptight surly and down right rude manager. I have given 2 stars and not 1 only because the car was nice and the gentleman I dealt with upon renting it was great.