This experience is enough for me to remember to never use thrifty again. First of all, my pickup time was listed as 4pm. We got held up at customs so I called the pickup office at 4:03 to let them know we would be there very soon but there was no answer. Called multiple times and could not get ahold of someone. As we were about to get into a taxi to go to their location I see somewhere that their listed closing time is 4pm. So we get out of the taxi and I call customer service to verify before I haul myself and my family out to their office. I spoke to a customer service rep who them put me on hold for 20 minutes!!!! When they returned to the line it was a completely different representative who I had to repeat everything to. She began checking for other rental options but was unable to find anything. She did tell me my rental was available for 24 hours so we could go there when they opened at 7am. Only problem is that we had not planned to stay in town! We had planned to drive 4 hours to our hotel, so we were left trying to rearrange our plans as well as paying for a hotel room. The following morning I took an Uber to the pickup location and told them about not being able to pickup our vehicle yesterday because our pickup time was their closing time. The rep says, “oh I was here until 5pm”. Ok, that’s great, why didn’t you pickup the phone then?!? Whatever, I got the vehicle and right away noticed an OVERWHELMING soap smell. Like it smelled like they had grated an entire bar or zest in the car. I took the car and figured I just needed to air it out. So the more time passed we realized that they had been trying to cover up the smell of smoke. So the soapy smell went away and for the whole rest of our trip the car reeked of smoke. We had a Kia forte which we thought was kind of noisy, maybe it’s just the car I don’t know but gas efficiency seemed to be really good. That’s everything. I will be writing to thrifty customer service to see if they’ll credit me a day of car rental as well as losing my one night at the hotel we paid for. I’ll update on the results here.