Thrifty Car Rental "Fine Print" defense: Buyer beware... or better yet, rent from elsewhere , Los Angeles California

My mom and I did a one-way, week-long rental from Thrifty in mid-April (2014) after flying out to LAX for a fun road trip up to northern California.  Upon getting the car, we noticed it obviously isn't cleaned after every single use, as evidenced by residue on the dashboard, and the general unwashed appearance of the exterior.  The steering wheel felt gross, and I felt "icky" until I was able to drive somewhere and buy some hand sanitizer to clean it off.  (But even then, it was one of those never-quite-feels-clean experiences.)  We were willing to overlook all of this, though, because it had been the least expensive rental and we just needed a decent set of wheels that would get us from point A to point B in comfort - which it did.  Sometimes you get what you pay for.

If this had been the end of the story, my review may have contained 3 stars - perhaps even 4.  However, the real problem started when I received a ticket a couple of weeks ago for violating a toll on the Golden Gate Bridge.  I remembered the situation but wasn't aware at the time that we had violated a toll.  We had been coming south across the bridge into San Francisco, getting out money as we approached the toll plaza, but all signs at the plaza said "Do NOT Stop."  We went through the booth, assuming that perhaps only northbound traffic had to pay a toll.  We didn't think anything more of it until I received this ticket.

Upon receiving the ticket, I started researching Golden Gate Bridge tolls online.  It was only then that I discovered the tolls are "electronic" meaning you have to have a reader in your car that charges your account when you pass through, or use an invoicing/pre-payment method.  No cash is accepted.  News to me!

When I called the designated Thrifty number to discuss this as related to the toll violation, the representative (who was very nice) went into his "by the book"  description of how when I rented the car, the agent would have advised me of the electronic/non-cash tolls in effect in California as well as the payment method alternatives, and how at that time I would have been offered a plate pass which would be used to pay these tolls and I must have opted to decline it.  I told him that the agent discussed no such thing, and I was never given an offer for (and thus never given an opportunity to decline) any such plate pass; there was no discussion whatsoever of electronic tolls.  What the agent DID do, was tell me to "Go ahead and click OK, and then click OK again" on two screens that came up.  The only things I specifically declined were two types of insurance. 

The representative on the phone then went into the fact that even so, at the facility there also should have been conspicuous signs posted at the lot exit about the electronic tolls and implications.  I told him that when we were leaving the lot, an agent took my paperwork and looked it over, and made no mention of the electronic tolls.  And if there were signs, they certainly were not conspicuous.  Eventually it was clear that he wasn't able to do anything, and he advised that I should call the rental location directly to discuss the issue.  I couldn't seem to get in touch with the local facility despite dialing a local number, so eventually I spoke with a general Thrifty customer service representative.  I described the issue, and she gave me an unconvincing "OK, I've made a note of your issue" reply.  I was going to ask her to summarize what she noted, but by that time I figured I had wasted enough of my time and it didn't appear I was going to get anywhere with her anyway.

The toll was $7.  The violation notice also included a $15 handling fee by Thrifty (I guess they pay any tickets or toll violations on your behalf and then back-charge you).  So I was being charged a total of $22 for a $7 toll violation that I wasn't aware of making - and certainly wouldn't have intentionally made.

I see this is a blatant attempt by Thrifty to make money off unsuspecting customers who aren't familiar with California's toll setup (perhaps other states as well).  They make no outright mention of it, instead sticking it into the "fine print" somewhere within the terms and regulations, then wait until you fall into the trap and slap you with a "handling" fee...and fall back on their letter of the law as a justification.  A company that operates like this doesn't deserve my business, so it won't get any more of it.

The irony is that while researching car rental companies, I had found a few that were very similar in price.  I decided to go with Thrifty because they seemed decent enough.  However, going forward, regardless of any competitive cost, I will rule Thrifty out first and foremost and decide between the remaining alternatives, even if the cost is a bit higher.  I usually travel for vacation at least a couple of times per year, and most of those times involve a car rental.  In my eyes, Thrifty has made a $15 mistake that will cost them thousands of my own dollars in future business - not to mention tens of thousands of dollars belonging to those who read and heed this review.  Good job, Thrifty!