Thrifty Car Rental, El Paso TX

I booked through Expedia and was told my reservation was with Thrifty Car Rental at the El Paso Int Airport location. I paid for 4 days plus the insurance Expedia told me my estimated total was $294.00. This included a $40 charge for auto insurance at $10 x day for 4 days Friday 3/24/23 to 3/27/23.
When we showed up to pick up the vehicle I was told we had to add the extra insurance, I explained that I added the insurance with the booking through Expedia, but I was told they didn't see it or know anything about it and that we HAD to add it to take the vehicle and then call the number so they could fix it. So I did and I took the rental and immediately called the number and I was told there was nothing they could do until we returned the vehicle.
We returned the vehicle 10 hours early and got a receipt showing again that they charged the extra insurance making our total $488.30. (Much higher than the Expedia $294 estimated charges Not counting deposit holds on my cc).
I called the number, submitted my proof of being overcharged, my proof of insurance bought, bank statement showing the amount charged and I have been told a few things:
# 1 Thrifty/Hertz is saying that they do not accept Expedia Ins as valid insurance, which makes no sense why is Expedia allowed to sell it? Why did they not say this at the counter instead of blowing us off and making us pay for the extra insurance?
#2 Expedia is saying that my bank says HERTZ charged me for the rental and not THRIFTY (aka THrifty is owned by HERTZ) and that they do not see that I was charged extra?
#3 I returned the vehicle at 1030pm and they are showing it returned at 530am.
I have receipts for everything and I have submitted to everyone with no resolution. I just want the $200 overcharge refunded.

Long line and they didn't have enough cars. However staff was super helpful and accommodating. Ended up getting car upgrade!

Thrifty, Dollar, and Hertz are all operated at the Hertz counter which was severely understaffed. Waited nearly 30 minutes to pick up my reservation. They do not have a desk inside the airport like some other agencies. The line forms in the parking garage at their kiosk. Standing in line outside on hot days is not conducive for quality customer care. Car was nice, service was good once you get to the window. Rental return was confusing because the cars were lined up in one lane blocking the next line in a narrow entrance. Again, staffing issue.

Rented car online in Killeen. They put the funds on hold with my debit card until I picked up the car in El Paso. Got to El Paso, they said I had to use a major credit card. I said no!
Don't rent from them! I will tell everyone I know the same!

A zero star would have been more accurate. Total disrespect for Bluechip members, both at the airport counter and in the garage. Took over 45 minutes to get the rental that was supposed to be ready upon arrival, due to long line at the Hertz counter in the garage. Nobody at the thrifty counter in the airport, and the lady at the garage booth just showed me the finger pointin.g to Hertz booth. Very dissatisfied.

The lady at the desk was very helpful, only complaint I have is the fact that the rental car I rented (a compact and cheap car) cost me around $1000 for 4 and a half days, and if we want to be technical it was actually around $1400- $1500 after the $500 deposit. I paid $344 months in advance for the car and insurance, and then I had to pay taxes and fees, the $500 deposit, random extra insurance things that I never asked for because I knew I had already bought some for the car, and a underage fee (which is understandable since I’m a year and a half away from 25) …. So I’m not happy that it cost me around $1000 for practically a 4 day rental…. (we landed in the afternoon on arrival, and brought it back in the morning on day of departure, so the “half day” wasn’t even really a half day.

One customer service agent here and 18 people here in line to get a car. Didn’t they have a hint? The service agent said that she was filling in for three different agencies! And the computers were acting up, all the while a manager in the back was not to be seen.
After returning the car, there was no agent behind the stand and it informed customers to go out to another vendor's kiosk. Maybe they all share the load? There was a long line outside for folks picking up a car as we were dropping ours off. Not a big deal but be prepared for a much longer than usual wait for a car.

Dishonest business practices: If you make a reservation online, it’s only a confirmation of price rate, not an actual reservation confirmation for a vehicle.

The experience was good, the staff was good, the car was good. My only disappointment was that spouses aren't automatically covered as they are at several other car rental companies. This definitely plays into my decision about using them again.

DO NOT RENT FROM THEM! They over charge and give you a long process to claim your agreed receipt. Staff in el paso airport are not attentive. Make sure you have a paper trail and photos of documentation.

Don't rent cars here, they will over charge you and never sent the update receipt if you request more days with the car. I rented a car for only 14 days, and they charge me 3 weeks and 6 days.called customer service and they only opened a case, you can't never get an answer right away!
I have rent cars all my life since started driving, this is the only bad experience in over 35 years of renting cars, i will never rent again here with Thrifty!

I've only used this service out of El Paso twice and both times they didn't have the car that I ordered or a similar one to it. They even confirmed when I called the day prior to arrival that the car I needed would be there, and when I showed up they said that it was never returned because of an accident. They were not very accommodating they also didn't seem to care that the cars they had would not fit all the stuff I needed to haul and that is why I ordered a large truck. I ended up having no options but they promised to reduce the price by $200 because it was a smaller vehicle and also not the one I ordered when I got my bill it was still for the price of a full size truck. I would not go here I would not go to Dollar Car Rental and I would not go to Hertz as they all operate and work together.

Runs all of the customer service through Hertz, which means incredibly long wait times. Avoid this agency at all costs