Okay

At the location, they tried to upsell me, claiming that California roads are difficult to navigate and suggesting a safer SUV upgrade for an additional fee. Their sales pitch was hard to refuse. Then they said I could choose any car between spots 60-99. A lot of misinformation followed, and I accidentally drove off in a car someone else had reserved. I couldn't exit the parking lot after scanning the QR code and had to return the car. The entire car rental process took almost 2 hours. In the end, I decided not to go with the SUV upgrade, got a refund for the price difference, and rented the sedan from my original booking. They gave me a car that's a tier higher than what I initially booked, which was a pleasant surprise.

Counter staff could of been better

Great

The customer service was truly awful. Charges came out of the woodwork, the staff were unhelpful and rude. It was horrible until checking in. Khan, checking it in was very kind. Everyone else was either useless or worse.

I specifically ordered a non-smoking car, I would have ordered nothing else. But when I got the car, it was overwhelmingly obvious that smokers had used it. The smell of stale smoke was virtually everywhere throughout the car. When I pay for something I expect to get what I pay for. I'll never use Thrifty, or easy renters for that matter, again.