I booked a 12-passenger van with insurance through Economic Bookings months in advance. At pickup, the rental company refused to honor the prepaid insurance and forced us to purchase a new policy that cost more than the vehicle rental itself. Neither the rental company nor Economic Bookings offered any real solution—only “pay or walk away.” No refund, no adjustment, nothing.A customer service representative even admitted this is a known issue, saying other customers have complained but the company “needs to get a certain amount of customers,” so they won’t change their process. That is unacceptable.To make matters worse, they gave us a 15-passenger van (not the 12 we reserved), from a different brand, which I was uncomfortable driving and which increased the insurance price even more. No alternative options or assistance were offered.Our trip ended up costing far more than planned because of these deceptive practices. This company clearly prioritizes squeezing money out of customers over honoring reservations or providing basic customer service. Never again.
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Thrifty Car Rental is a subsidiary of The Hertz Corporation with headquarters in Estero, Florida.