ORLANDO, TEXAS -- When I rented the car in Orlando on 10/31/16 I told the Payless Car Rental agent that I was declining all insurance coverage as my credit card duplicates the coverage. He apparently didn't understand because he put a "PDW" coverage onto the contract without telling me he did that. I reviewed the contract, and verbally confirmed that I had declined the additional insurance coverage, and it looked as if the contract reflected that as it said "declined" next to coverage.
At that time the Payless Car Rental agent also told me that I would be charged $2.08 a gallon upon my return of the car for whatever was needed to fill the car which, he said, was a good deal because the local gas prices were higher than that. Unfortunately, when I returned the car 3/4 full on 11/7/16 the Payless agent receiving the rental return said I was being charged for the entire tank of gas.
I then refused to close out the car check-in transaction, saying I would instead take the car to a local gas station and fill the car the rest of the way and then bring it back full. The Payless agent gave me a receipt that said "CHECK IN CANCELLED. VEHICLE CHECK IN NOT COMPLETED" and told me to go inside and speak with the manager. The Payless manager Moe #** said I couldn't take the car to the gas station and fill it up because the car had already been closed out, even though I showed him the receipt saying the check in transaction hadn't been completed.
He also said he was unable to show me my original receipt where I initialed in ink refusing all coverage because he said it was "unavailable." I am disputing these additional charges for gas and additional insurance coverage, and look forward to resolving this issue with Payless customer services.
SEATAC, WASHINGTON -- My wife reserved a compact car online and I was ill when I stepped up to the counter to rent the vehicle. In a classic bait and switch I was upgraded to a "luxury" Ford Fusion Hybrid without being asked or advised. The sheet with all of the approvals said nothing about the cost and it wasn't until I had driven away that I realized that my quote of $142 had magically changed to $298.
I have rented from just about every company in existence and this is the first time I have ever felt cheated like this. I filed a complaint when I returned the car, but of course there was no manager available and my numerous attempts to phone have been fruitless. It is impossible to get a living person to answer. I will never use this company again. Too bad there is no ZERO STAR rating.
WASHINGTON, DISTRICT OF COLUMBIA -- It is no surprise that the Payless counter is the very last one on a long row in the bowels of the airport. There were three people in line in front of me, but we waited almost an hour for our car. The clerk was moving in slow motion and chit chatting with others behind the counter while ignoring those of us in line. There was a terrible attitude -absolutely no regard for customers.
Once I did get up to the counter, he took his sweet time finding us a car (we had a reservation), then he tried to sell us every add-on feature. When he tried to sell me some sort of box in the car to help us use the ROV lanes on the interstate, he was not clear. I asked him to explain and he replied, "Since you didn't get it, I'll start over." He was still not clear. This is a terrible company if these employees are any indication. You would think they would want people with a better understanding of customer needs when they are the face of the company. I will never make this mistake again. Payless is a very poor company.
ATLANTA, GEORGIA -- Wow if only they had zero rating! That's truly what I want to give. This is the first time I used them and it will be the last! When I went to pick up my reserved car in Atlanta it was not ready so they offered me a lower class style car for the same money. I said no. The man tells me to wait 20 minutes and he would have something then. I go back and shifts were changing. There was a female at the desk. She said they had no cars except this economy car. She said "besides when you reserve a car with us there are no guarantees that we will have any car for you."
She was so rude and nasty going on and on that it was not her problem and telling me I can wait another hour or go to another car rental place. So you know what I did I went to National. They were super kind, quick and honored me a similar price and car. In fact when I went to get the car they let me go to the lot and pick it out myself! Goodbye Payless car rental and Hello National!
KANSAS CITY, MISSOURI -- In a rush and in an effort to save time, I told the agent that my personal auto insurance had excellent rental car coverage, and that I did not, under any circumstances, want any additional insurance coverage with my rental contract. She immediately put a piece of paper in front of me and told me to sign it to DECLINE any additional coverage. When I returned the car and saw the total of the bill, I told her there must be some mistake. It was a 3-day rental at the most basic rate. She then pulled out the piece of paper and showed me I had signed up for ADDITIONAL INSURANCE COVERAGE!
So, she took advantage of the fact that I was in a hurry when I picked up the car, lied to me about what I was signing, then refused to refund the extra charges. I had subsequent phone conversations with the manager at the location, who also refused to refund the extra charges. So clearly this is part of their revenue generation. They scam the customer by advertising a low base rate, then make their money by fraudulently upcharging the consumer. DO NOT RENT FROM THIS COMPANY!
TAMPA, FLORIDA -- **, the counter representative from Tampa Payless (1965 W. Shore Blvd) lied to my face and told me I was required to purchase CDW Insurance even though I had coverage through my credit card. He told me it does not count and that it is required if I want to rent the car. Since Payless is the only offsite co., I could not go to another company.
FYI: Payless is the ONLY car rental company that is offsite from the Tampa airport. I told him I have a confirmation and the rate says nothing of required insurance. It should have been disclosed in the confirmation. I believe he bullied me because I was a woman traveling alone. He told me if I have any complaints to call 1-800-Payless.
I immediately called while sitting in the rental car before I left the lot. That person opened an email complaint and said it is the only thing I can do. By the time I got home and followed through, the company said there is nothing they can do because I initialed the box for approval. After reading the online reviews I realize Payless is involved in the fraud and it is not just ** in Tampa.
Be warned!!! I will NEVER rent from Payless. When it is all said and done you will end up paying more than the other companies. it is classic bait and switch! However, if you HAVE to rent from Payless, read the paperwork before leaving. There is fine print that says the insurance is OPTIONAL. Point that out to them. Better to save your money and go with a better company than be held hostage and blackmailed. NEVER NEVER NEVER!!!
IND -- I would stay away from this company. Lot of hidden fees and really bad and unprofessional staff. Rent a car for one day and the rate was $45. I ended up paying $148 and all the did is just gave me phone number to call. If you want to rent a car put this company as your last option.
I declined everything (insurance coverage etc) at the counter and the agent snuck something in the paperwork that I wanted roadside assistance. Then the car return area was suspiciously out of paper to print me a receipt at the airport. They told me they would email me one which I never received. Customer service said they looked at the contract and that I had initialed the roadside service - which was tucked into the text below the bold DECLINED insurance coverages. I asked for a receipt again and never got one.
MEMPHIS, TENNESSEE -- This place is a rip off, I brought the car back 2 days early and was charged more. I was 155.00 dollars for a misc. fee and 31.00 for another fee and 24.00 for another fee none of which I agreed to or asked for. When I called the main office to let them know about it they basically said "too bad it's done." I will never rent from them again and I'm actually going to have the news do a story on them.
ORLANDO, FLORIDA -- I don't usually report on companies but this company MUST be reported. Do not... I repeat DO NOT rent a car from this company! I reserved a car back in Apr 2016 for a minivan because we have 7 people traveling. I got my confirmation and everything seemed fine. We go to pick up van for our family trip and they stated they did not have a minivan for us. As a matter of fact they gave all cars away.
We were of course confused. We were there at 8pm to pick up as promised but they did not deliver and was very uncaring about it... Like "Oh well." We spoke to the manager on duty who supposedly went to check on our case but he later came out stating our pick up was July 2 at 8pm. I quickly pulled out my reservation and it was for July 1 at 8pm. I almost sure the manager had changed the date on reservation from the company to cover up the mistake... But I had my confirmation.
He asked where we were traveling... We said Alabama. He stated he would give us the only car they had and he would call Atlanta so we could get a minivan from there. He picked up phone and called Atlanta. He told us he confirmed and that we could pick up the van from Atlanta at 8am. We drove the car given to us... Cramped for 6.5 hours and located Payless in Atlanta. To our surprise they had no minivan and stated they told the gentlemen that last night. He sent us anyway... We are more than pissed.
We called the Orlando office while waiting at Atlanta car rental place and a woman who could care less told us it's not their problem and we could deal with Atlanta. So when I stated they sent us here with the promise of a minivan. She yelled it's not their fault and hung up. Wow! I will NEVER EVER rent from them again. Please keep searching before getting a rental car from these people. They have screwed our whole vacation up.