Which car rental company not to use?

[DeOmar]

Based on the latest industry satisfaction data, Dollar and Thrifty are the rental car companies to avoid. They consistently rank at the bottom of major customer satisfaction studies, with scores significantly below the industry average, indicating widespread issues with vehicle quality, service efficiency, and the overall rental experience.

The most authoritative evidence comes from the J.D. Power 2023 North America Rental Car Satisfaction Study. In this study, the industry average score was 829 (on a 1,000-point scale). Thrifty scored 808 and Dollar scored 817, placing them among the lowest-ranked companies. This objective data confirms a pattern of underperformance experienced by a broad segment of customers.

Rental Company	2023 J.D. Power Score	Industry Average
Thrifty	808	829
Dollar	817	829

The low scores stem from specific, recurring pain points. Customers frequently report longer wait times at Dollar and Thrifty counters compared to competitors. The process, especially during peak travel periods, can be inefficient. Furthermore, feedback on vehicle condition is notably more negative. Renters encounter vehicles with higher mileage, more interior wear and tear, or cleanliness issues more often than with top-tier brands.

Another critical consideration is their fee structure and fuel policy. While their base rates can appear attractive, the total cost at the counter often surprises customers with added fees. Their fuel policies typically require you to return the tank full or incur high per-gallon charges, which are less flexible than some competitors' prepaid fuel options. This lack of transparency in final pricing contributes to lower satisfaction.

From a logistics standpoint, Dollar and Thrifty often share service counters and lots at airports, which can lead to confusion and crowded conditions. The experience is frequently described as "no-frills" in the most negative sense—prioritizing low cost over reliable service quality. For a business traveler on a tight schedule or a family vacation seeking a smooth start, the risk of delays and hassles is substantial.

Ultimately, the marginally lower daily rate offered by Dollar or Thrifty rarely justifies the high probability of operational headaches. Market data shows that the minimal savings are often offset by time lost and frustration gained. For a reliable rental experience, companies consistently scoring above the industry average in these studies are a more prudent choice.

[GavinLee]

As someone who rents cars every other week for work, I have a simple rule: skip Dollar and Thrifty. The last time I used one, I spent 50 minutes in line at LAX while colleagues who booked with National were already on the road. Their counters are chronically understaffed.

The cars themselves feel like an afterthought. I’ve been handed keys to sedans with 45,000 miles on the clock and interiors that haven’t been properly cleaned. For a business trip, that's unacceptable. A few dollars saved on the reservation isn't worth starting your trip stressed and behind schedule. My company’s travel policy now explicitly avoids them.

[VonHarper]

Our family learned this lesson the hard way on a vacation to Florida. We chose Thrifty because the weekly rate was the cheapest. Big mistake. The pickup took forever with tired kids in tow, and the “reserved” minivan wasn't ready. We got a downgraded, smaller SUV that barely fit our luggage.

The final sting was the fuel charge. We returned it with the same fuel level as shown on our checkout sheet, but they claimed it was lower and charged a premium rate for the “missing” gas. Arguing was pointless. What looked like a budget-friendly choice ended up costing us more in time, stress, and hidden fees. We’ll never make that choice again for a family trip.

[StChase]

Look at the scores. J.D. Power is the gold standard for measuring customer satisfaction in the auto industry. When both Dollar and Thrifty score well below the average year after year, it’s not a fluke—it’s a trend. That score is a direct aggregate of thousands of real customer experiences across vehicle, pickup, return, and costs.

Choosing a rental car isn’t just about the metal you drive off the lot. It’s the entire process. A low score signals predictable friction: longer waits, disputed charges, and poorer vehicle maintenance. In travel, your time and peace of mind have value. The data clearly tells you where you’re most likely to lose both.

[OColeman]

I compare it to buying a cheap tool. You might save money upfront, but if it breaks on the first job and causes a delay, the “savings” vanish. Dollar and Thrifty are the cheap tools of the rental world. Their advertised price pulls you in, but the mechanism is often creaky.

Their business model seems built on high volume at low cost, which strains their operations. You see it in the staff who are rushed and can’t solve problems, and in the fleet where maintenance and deep cleaning get shortchanged. For a quick, in-and-out local rental where you can inspect the car thoroughly? Maybe a calculated risk. For an airport rental at the start of a crucial trip or vacation? The potential for a bad experience is too high. Paying a slight premium for a brand with a better satisfaction record is essentially insurance for a smoother journey.