Payless Car Rental

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Charges More Than Double Of Price Quoted At Pick Up!
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Rating: 1/51
TAMPA, FLORIDA -- Our family vacation began with a flight to our usual place of destination which meant we were flying into Tampa Fl. Our reservations were made 6 months in advance and now it was time to soak up the sun, First we got on the shuttle to the off sight rental facility of Payless Car Rental in Tampa, FL. when we arrived and noticed two people ahead of us we figured that this would be quick and painless at Payless, but instead it was the beginning of a NIGHTMARE!

I was listening to what the rental agents were saying to the people as they were being processed and a lot of it was concerning to me and sure enough my wife and I were next after waiting 45 minutes. They asked for the drivers license of all licensed drivers that would be in the vehicle, not of just the driver of the rental. Next we told them again the two car seats we needed even though this was already on our itinerary and listed on our confirmation.

The agent that was helping us started to go into a sales speak explaining to us what our charges were and what extra protection we should take. The first thing that caught my eye was the base rental fee of $589.00...... WHAT...we were quoted and reservations were made with a price of $245.00. Even though we had this set price that did not include the taxes and list of 6 other additional fees and then proceeded to tell us that did not include the car seat rental even though it was listed on our reservations and listed on the quote. Continued by scare tactics for us to pay another $19.99 per day for protection that your insurance company would not cover....what was that I ask? The agent explained to us that in the state of Florida if I were to not take there insurance and there was damage to the vehicle whether my fault or not we would be liable for rental fees as long as it takes to get that vehicle back into operating condition....most likely that would take 30 to 45 days and we would have to put an additional $280.00 deposit down if we opted out of there insurance.

When you think that is the end we are only half way wife saw another additional charge of $80.00...for a second driver...I was the only driver and I was the only driver listed, but in the state of Florida as was quoted by the agent all licensed drivers must be charged this fee! at this point I was ready to take the shuttle back with my 16 month and 4 yr old boys and head back to the airport...were told that we would still be charged and that we would have to dispute these charges with our credit card company! We sucked it up took the rental walked out to get in our full size rental vehicle to find a Nissan Altima! Nissan and all other rental companies list this vehicle as mid-size! When we returned home to contact Orbitz and Payless we got a credit of $27.00...Our final bill $554.00 Our quote $245.00 difference $309.00 more than quote and a bad start to a much needed vacation! BBB here I come!
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Orbitz Customer Relations on 04/26/2013:
Hi Rwatt111,
My name is Kristi, and I am part of the Orbitz Customer Relations Team. We want to learn more about your experience so that we can address the issue. Please email us at and enter my name in the subject line, so that I can investigate further.
Thank you for your patience, and I look forward to hearing back from you.


Orbitz Customer Relations
Chicago, IL
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Misleading Sales Practices; Faulty Equipment on Vehicle; Unprofessional
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APACHE JUNCTION, ARIZONA -- My husband and I recently went to PAYLESS CAR SALES in Apache Junction. We were greeted by a salesman who quickly took us out for a test drive in a vehicle we looked at. My husband and I along with 2 of our children, loaded up in this vehicle for a test drive. Within a block of leaving the lot, we noticed that the speedometer was not working properly as it stayed at 30 MPH regardless of the vehicle moving or not.

The salesman said to just add 30 MPH to the number climbing at the time. There were other damaged equipment items installed on this vehicle. When inquiring about repair of those items prior to sale, we were told that the car is for sale 'as is'. We were reminded repeatedly that they were already taking a loss on the vehicle selling it to us, so the car was being sold 'as is'. I am floored that a company could attempt to sell a car to a family that knowlingly has faulty equipment in it. We looked at other vehicles on their lot with a salesman.

We expressed an interest in 2 other vehicles but were told inside that the numbers wouldn't fly with the lender. The vehicles were within $750-$1,000 of the other vehicle we were looking at and similar in age and mileage. This didn't make sense. We had completed a credit application earlier and went inside to discuss approval and vehicle options. We were told that we could select the original SUV (with faulty speedometer and other equipment) or a minivan they pointed out to us. We stated we weren't interested in anything other that SUV's at that time. They agreed at the beginning to 'work on the price' of any vehicle we were interested in.

Upon further discussion after our test drive, we were told the list price was the best they could do since they were already taking a loss on the vehicle. In addition, we were told we HAD TO purchase the extended warranty. I explained that I actually am not opposed to car warranties, but that my understanding was that a dealership and/or lender COULD NOT demand an extended warranty, that these were optional to the buyer.

Over further discussion, the salesman STILL INSISTED that we had to accept their choice of extended warranty or the lender would not allow us to complete the loan. After excusing himself for a while, he returned with the same answer except now he offered a shorter term for more money. We left the dealership and went home to some more homework. We called several different people at the lender's office and explained what happened and the dealership we were dealing with.

They were very interested in any items that might have been misrepresented with their name attached by the dealership. The lender confirmed our thoughts that EXTENDED WARRANTY COVERAGE IS OPTIONAL, NOT MANDATORY. We also gave them VIN #s, year, mileage, make and model numbers of other vehicles this dealership had, and they stated we would have qualified for these as well. So another lie by this dealership. Oh, and the price that was already too low to consider working on even though it had faulty equipment.....they lowered it through at least 2 different car search websites only 2 days after we left!

Think twice, three times, or even 10 times before going here. They are trying to take advantage of people. We have called several times and explained our issues in detail and were double-talked and dismissed like school children. And 5 days later, still no word from the manager/owner that we also left messages for. I would be VERY CONCERNED for the nearby elderly, people with recent credit issues due to rising ARM mortgage payments, slow pays, late pays, new job, new to area, etc. Even with doing some homework and giving them several opportunities to correct themselves, they did not. They looked us right in the eye and lied.

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madconsumer on 09/27/2008:
depending by state, some loan companies do require special warranties to secure the loan. some states do not allow this.

used car salespersons are all the same. you are nbetter off going to a different place to shop. try your bank, or a credit union, they oiften have cars for sale and will assist with finacing.
ringostar on 09/27/2008:
I have never heard of having to buy and warranty to buy a car, insurance can be required to receive a loan however. But why even bother doing any homework or looking at anything else at this dealer when the first vehicle have defective parts. "Just add 30mph to the speed" What??? You may have bad credit but there are a lot of good dealers around that you can get a reliable car you can afford.
Slimjim on 09/27/2008:
They want to sell a car as is with non working features, then demand an extended warranty purchase??? That's the dumbest thing I've ever heard. Let me take a wild guess, the broken speedo and other things wouldn't be covered under this warranty.
tnchuck100 on 09/27/2008:
"AS IS" AND an extended warranty? Just think for a minute. Does that make any sense? Absolutely not. You did the right thing in walking away. This car dealer lacks any form of integrity.
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Upgrade Charge with No Disclosure
Posted by on
Rating: 1/51
SAN DIEGO, CALIFORNIA -- I received a price from Hotwire for Payless Car Rental for around $121. When we arrived at the Payless Car Rental facility, I had about 6 to 8 people behind me with only one agent. I showed him the Hotwire paperwork and he immediately started trying to hard sell me on getting additional insurance but I told him that my insurance would cover the rental but he kept on going about that it wouldn't cover this and that, windows, etc. minor damage, etc. After 4 times of saying no, he finally said OK and that he could put me in a Chrysler 200 convertible. Wow, I told him that would be great. He never once mentioned ANYTHING about additional charges or upgrade or anything to indicate this would cost me more money. In fact the customer in front of me was upgrade (for free) to a VW Jetta so I didn't think anything of it. He then told me they would have to hold $280 or so until I brought the car back but it would be refunded to me. I thought that was pretty high but I had people waiting behind me and appointment to make. I would say about 4 days later I remembered this and looked at my paperwork. It showed that the agent had charged me an upgrade cost of $25 a day for the Chrysler for $125.00 extra. I put in a complaint to Payless Car Rental through their web site but as of this complaint I still haven't heard a word from them. When I brought the car back, the agent I worked with was working so I went to him and explained my issue with being charged $125 extra for this upgrade which he NEVER mention any additional costs at all. I told him that if he had mentioned any type of charge in association with the Chrysler, I would said no way. His response was that I should have known better. He said that he had circled the total cost and that I had signed the form showing the cost. I told him that I thought that was to deposit that he told me about and why hadn't he circled the upgrade cost of the Chrysler since he was being so upfront, he had no answer. He told me he would give me $60 back but I told him no since I shouldn't have been charged the $125 in the first place. He never once disclosed that he was charging me more for the Chrysler. The whole process seemed very under handed and high pressured. Not to mention that you are charging someone an additional $125 a week is dishonest. DO NOT RENT FROM THEM.
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Peter on 12/10/2014:
These agents can be sneaky (sorry agents). I go in and decline all insurance, they know I'm serious and they don't try to hassle me about it. If they offer me an upgrade I immediately say "No, thanks." And in many cases I get a free upgrade because my class of car (economy) is not available. At least you got something back.

As a side note, I book directly with the company and most cases I do not even have to give my credit card number so I can cancel at any time with no charge - try that with a 3rd party vendor.
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Payless/Fox LAX THIEF EMPLOYEE stole handphone in MINUTES!
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LOS ANGELES, CALIFORNIA -- I rented a car from FOX/PAYLESS LAX (Los Angeles) from the 26-28 December 2010.

I made prior reservations so no problems with customer service (apart from long queues due to holiday season). In fact the customer service lady at the counter was very patient and gave me a free upgrade which we were pleased about. The only complaint about the car is that the brake pads were really worn out which was very dangerous.

However, it was a nightmare when we returned the car!

We left a Blackberry handphone in the car cup holder which was clearly in plain sight of the front seats. The phone was also flashing red as we had just received a message on the phone.

We dropped off the car to a new employee called JEREMY and then walked to the counters from the drop-off point (prob about 50 meters away) and realized we had left it. We IMMEDIATELY went back to get it. All this took less than 5 MINUTES and when we went back, the employee JEREMY had mysteriously disappeared!

The other staff who were around, tried to search the car for us and told us they had worked there for over 10 years. Clearly they were anxious for this not to ruin their reputation.

We tried calling the phone but it was already dead! When this new employee, 'JEREMY' resurfaced after 10 minutes, he had problems giving us eye contact and the FIRST thing he said when we asked if he saw our phone was to blame his other colleagues and say that his other colleagues had also accessed the car!

When a manager finally appeared after almost half an hour, he did not do anything about this except search the car for the phone which was obviously not there anymore. They should have pulled up the security cameras as whoever who took it, would have stashed it nearby.

This incident really traumatized us and tarnished an otherwise fantastic trip. It left a bad taste in our mouths about L. A/U. S and also Payless and Fox Car Rental.

We also paid a $20 deposit for an extra driver which we were told would be refunded to us, however till now, we have checked our account and it has not been done so.

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Anonymous on 01/04/2011:
Their policy states that they will do their best to find lost items, but do not guarantee anything. That was really lousy, but rest assured that the incident will not be forgotten and the employee will most likely strike again and will eventually get what's coming to him. I would follow up on that and contact the corporate office, it may well warrant that employee being watched more closely.
vaworldtraveler on 01/05/2011:
I hate to be the one that tells you this but just like most rental companies if you leave something inside of the vehicle the company is not responsible. I myself have been to other countries where I have left some things behind and the only person I could blame was myself.
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Payless, NU, and EZ car rental in Toronto
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TORONTO, ON, CANADA -- It's the WORST car rental I've ever experienced in my life.
The staff are rude. Their airport pickup is not guaranteed (only if they feel like it, or they may ask you to go figure out some other shuttle that goes to a hotel which is close to their location).
They over charge as much as they can (insurance is required, and only MasterCard insurance is not enough for them, so they charge you insurance).
for airport pick up they charge a fee in form of "their airport tax", that is separate than "airport fee and taxes".

Full size, mid size, compact car is exactly the same: Toyota Corolla or similar. It works if you're looking for mis size or compact car, but if you want a full size car, good luck getting it from them (even though you reserve for full size), and good luck fitting 5 adult and 2 suitcases in corolla!

I returned the car at 10AM (my drop off), they made me wait for the guy to get off the phone for 20MIN,20 min no kidding, and then there was an extra $17 charge for extra hour that I was late at 10:20.

NU, EZ car rental, and Payless have the same staff and location, and owned by the same borthers, based on what I found out.
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TLawlor on 03/09/2012:
I could not agree more with the comments above. I travel every week of the year for consulting and this was the worst car rental experience I think I have ever had. All the points above are true - horrendous customer service, poor pickup coordination - I had to take a cab back to the airport in order to make my flight. Basically the guy running the NU rental appears to run the shop from his cell phone - supposedly "away parking cars for 10-20 min." but really completely offsite for a few hours. The car size was a joke relative to the reservation classification. Basically, don't ever rent from these guys. You get less than the discount you pay for and more hassle.
new yorker on 07/25/2012:
They deceive you by making you initial a place on a contract where you'd be agreeing to the insurance, even though you tell them that you didn't want insurance and later, charge you for the insurance. Bunch of despicable people there in Toronto. I have a lot more to say but NEVER EVER AGAIN from these horrendously operated car rental joint. It's not even a company. It seems like it's run by a mom and pop corner joint, operating out of a small room at Ramada hotel.
Their customer service, demeanor, professionalism is out the door. Don't expect to talk much sense with them. These people seem to be from India/Pakistan region where they have yet to learn the proper human respect, courtesy, professionalism and decency. These people just don't belong in a people service business. It was just not right. I was really surprised that I met these type of people through EXPEDIA who I trust and respect. I told EXPEDIA that they should not allow this company to be listed on Expedia because I didn't want other people to suffer the way I did. It was absolutely the worst car rental experience ever.
It is not the car rental companies like Dollar, Budget, Hertz, enterprise, national etc.
It is the bottom of bottom in car rental and should not exist in this business at all.

If they were nice, courteous, tried not to make extra buck by using devious tactics, maybe I might give them the benefit of the doubt despite their shortcomings but NO. These peole are just not nice people. They will never get repeat customers. It looked like they were suffering and desperate for dollars because of the way they conduct themselves. I told Expedia about them and I hope they don't exist anymore. These people should really choose a different type of business where customer interaction or service is not required.
They don't even have a shuttle or any signs at the airport, so you don't know where to go until you call.
They pick you up in a hatchback with other people squeezed in the back. The driver, became the front desk clerk once we got to the Ramada hotel from the airport to get the car. Really pathetic operation.
lhowe2775 on 05/17/2014:
DO NOT USE, 2014, may, we rented. they lie, dont tell truth, deceptive
better to go to reputable company in airport
MALIK Is so RUDE< I was crying. DONT GO
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Payless Car Rental Montreal – Hidden Geographic Restrictions On ‘unlimited Miles’
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MONTREAL -- Payless Car Rental Montreal – hidden geographic restrictions on ‘unlimited miles’

A few months ago I booked a car on Travelocity to go from Montreal to a location 600 km away and back again. Naturally like a fool I gravitated to the cheapest option – Payless car rental based in the Montreal airport hotel, an independent franchise. What a delight when on the screen I saw unlimited miles; however little did I realize there was a hidden clause on the next tab of the page under geographical restrictions saying unlimited miles is only for the province of Quebec.

Anyway I went ahead and booked the car and also 2 hotel rooms in my destinations for the 3 day vacation. The day before our journey I went over to the location and was straight off asked where I was going, and like an honest bloke I said such and such place. I was immediately nailed with the ‘then sir, unlimited miles does not apply.’ I was reeling. Should I cancel and get another car? Should I try to negotiate? It was too late to cancel my vacation. This was the classic bait and switch.

I left the place and sat in the lobby to think for a bit; it’s interesting that when I dropped of the car later I saw 2 fellows cancel their reservation on the spot. Anyway it was too late so I went ahead and got the car, and begged them to lower my over distance fees. I hate getting surprised like this. I hate losing control over my destiny, and being at the mercy of others. Anyway through their infinite magnificent grace and mercy they decided to extend by daily km allowance out of province and to reduce my charge per over km. Nonetheless when I brought the car back I was hit with a huge excess charge. Of course the smart fellow behind the counter blamed it on me, saying it was my fault I did not read the fine print. How convenient. I wonder how the credit card companies like it now, in North America, that the governments are forcing them to vomit the sneaky fine print out into bold letters in boxes above the sign here line.

I wanted to be a bit of a smartass so I asked the guy, what if I lied and said I would drive around aimlessly inside Quebec. He said, well sir we will check this on the audit of the contract, with the satellite location finder records showing you left Quebec, and we will then hold you in infraction of the contract. So don’t try that – honesty is the best policy always. By honesty I mean the complete truth, not part of it.

By the way this geographic limitation is quite bizarre. I only see this in Quebec only with Payless of course. I used to live in Boston for 10 years and regularly rented cars there for unlimited mileage and I never saw any geographic restrictions. I looked around other rental agencies and I think unlimited only applies to Canada, and entering the USA is altogether another aspect. These is in general a cautionary tale – call ahead and confirm that the unlimited miles means what it says; calls the agent you used [online or otherwise] and the rental firm. Finally get it in writing that it is indeed unlimited.

Conclusion – ‘Payless’ means ‘Getless’, and you end up paying the same as others, through tricks and games and deception.

Located in the Lobby of the Hilton Hotel
12505 Cote de Liesse
Dorval, Quebec H9P 1B7

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CrazyRedHead on 05/23/2009:
This is not bait and switch. You didn't read the terms of your rental contract for what you bought and found out when you got there. How would you have felt if they wouldn't have asked you and you went on vacation only to find out at the end of it you were hit with all of these mileage fees. That would have been an even bigger surprise.
Ponie on 05/23/2009:
'This was the classic bait and switch.' Nope. This was the classic I-didn't-read-everything-so-now-I-want-to-blame-it-on-the-company complaint. That wasn't a 'hidden clause,' it was, by your own admission, right there in print under geographical restrictions. Kwitcherbellyachin. Saw that in a bar in Quebec.
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Horrible Customer Service
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NEWARK, NEW JERSEY -- Ms D.S., Vice President, Air Travel Rental Corporation d/b/a Payless Car Rental, 500 Route 1 South, Wyndham Garden Hotel, Newark, NJ 07114, Tel: 973-824-5800, Fax: 973-824-1575

This letter is to report a complaint about the horrible experience I had on July 3, 2008, about 5:30 pm at the above facility of Payless Car Rental. The entire experience was bizarre and very humiliating. The behavior of Ms. D.S. was extremely unprofessional, rash, rude, and intimidating.

I booked my car rental through This was for “unlimited mileage” as clearly mentioned on reservation confirmation . By the way, this was deceptive in my opinion not to mention the geographical restriction on the Priceline reservation confirmation and rather mentioning this in the fine prints of rental policies on a separate web link. Even in the fine prints of the rental policy there is no mention that I need to declare names of all the specific cities I may visit.

The staff at the Payless Car rental asked for my driver license and my credit card and charged my credit card (American Express) for $368.43 (which was later voided). Then they asked me to specify which cities I will be going to. I told them I may go anywhere in the areas that is covered in your plan as "free" and colored green in your map. However, they kept insisting that I HAVE to tell them which cities I will be going to. I said I may also go to Philadelphia in addition to New England. I told them to please just mention in the rental car agreement that we may go anywhere in the "free" covered area. I found it strange and odd that they have to know and they have to specify in the rental agreement all the places I may visit in the next 10 days.

I am still mystified as to the reason for the way she (Ms. D.S.) behaved. She was full of attitude. She told me that she will not give me a car and cancelled my reservation. In my hand, I had a copy of the rental car agreement I had just signed and a customer copy of my credit card receipt. She came and PHYSICALLY snatched these documents from me and called the security. A few minutes later, one of her staff gave me the yellow copy of the rental car agreement/invoice and voided Amex receipt (photocopies of which are enclosed herewith). The entire episode happened in front of my wife and my son who were horrified and disgusted, and could not believe if this was really happening. Two security guards came and talked to me and my wife. He told us that this lady is "full of attitude and in the past she has had several incidents with other tourists including a female German tourist recently". We asked them why no one takes action against her. He said she "owns" this Payless car rental franchise.

I have rented cars on numerous agents over last several decades. Needless to say, I have never had any experience anything like this. I was totally shocked with what had happened today. I along with my wife and son then went back to Newark International airport (several miles distance) and rented a vehicle at National Car rental. The experience at National was pleasant, friendly and smooth. My 12 year son told me that why did not we come to this facility first. He is absolutely correct.

I would appreciate if a thorough investigation is done in to this matter and appropriate actions are taken. In my view, at the minimum Ms. D.S. and her company should be stripped of her Payless Car rental Franchise and people like these should be debarred from any participation in customer service. I would not be surprised at all if there are past complaints by other tourists against Ms. S and her Payless car rental franchise.

This was the first day of our long planned 10 day vacation and this experience at Payless ruined our vacation experience, and caused immense emotional and mental harm.

I plan to leave no stone unturned including a possible legal action unless and until appropriate action(s) is taken against Ms. D.S. and her Payless Car rental Franchise.
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BobJohn on 07/28/2008:
That is an odd experience. I would have just named a few cities - how would she ever know if I was there or not?

I can see getting po'ed and angry but "... immense emotional and mental harm..." and a ruined vacation seems to be a far stretch.

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They Try to Hard Sell People and Scare Them.
Posted by on
Rating: 2/51
TAMPA, FLORIDA -- They try to scare people to get insurance that you don't need which cost more per day then the car.They did that to me in Vegas and I fell for it. When I got home I called my insurance they said I'm covered its a hard sell by some of the rentals . This time he said if I get a flat or run out of gas just call and they would come out and get me going, however when I signed the paperwork it was 30.00 more then my online quote they said because I elected roadside insurance at this point I just wanted to get out of there . I will never use them or any car rental company that uses such sales tactics again.the name should be pay more not Payless.
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Peter on 10/05/2014:
Most rental companies do give the hard sell for insurance that you don't need. I just say I say firmly (not nasty though) I decline all insurance. And I check my contract to make sure I am not being charged.
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Don't Rent From Payless
Posted on
Rating: 1/51
TAMPA, FLORIDA -- Stay away from Payless car rental company at Tampa airport. Extremely dishonest company lying about the rates. I attracted by rates and booked a car through internet just recently at the end of August 2014, but when I came to pick up the car they increased a total price three (!) times from internet total price for same type of car. Moreover, I reserved to pick up a car at say 11:30 a.m., but my flight was delayed because of weather conditions and I came to pick up at 4 p.m.,because of this they charged me the extra day of renting (!). The personnel is rude. Don't rent thru this company, they behave like a scam.
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Horrible Experience
Posted by on
Rating: 1/51
LAS VEGAS, NEVADA -- My husband and I travel quite often and have rented cars a countless number of times in the past. I've never been through a worst experience than Payless. The staff was rude, they ripped us off, the manager threw the contract in our face when we refused to take "the extra coverage". It was HORRIBLE and a bad way to start our vacation.

It gets better, when we wrote to complain to their corporate office, they made it sound like we were complaining about the extra charges not about the abuse of their employees. Don't ever rent from them especially out of Vegas. Their employees there are beyond rude and horrible; especially the manager. Will complain to consumer affairs.
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