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.
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.
MCO, FLORIDA -- This is the worst company to do business with. The shuttle drivers are nice and very helpful but the front desk is pushy and the phone personnel is very rude and inefficient. They should all be retrained in customer service. I am surprised you are still in business.
We rented two cars in March 2016. They were both prepaid and confirmed 11/2 months before the scheduled trip. The insurance was declined because we are covered through our credit card and existing car insurance. When we picked up the first car in Florida we were offered the insurance again. Scare tactics were used. The insurance was declined. We were told to initial two spots and sign declining the insurance and accepting responsibility.
We used that car for two days and returned it. Two days later we picked up the second car. Went through the same song and dance at the pickup counter. Returned the car three days later. Now I am back home and reviewing my credit card charges. There is an insurance charge for the first car and roadside assistance for the second car. I have called the office and a very rude customer service representative told me that we had signed for the service and she could do nothing about it. She rattled off a phone number for me to call. I asked her to repeat it twice and she hung up on me.
I have called another number I found on the internet because the number she gave me was a number to rent cars. I have left a message and no one has returned my call. I have contacted my bank to dispute the charge. I hope corporate reads this and take the needed steps to improve their business.
Whatever you do, DO NOT RENT FROM THESE PEOPLE. We rented a car for three days at the Memphis airport. It was so filthy and stinky when we received it. My husband had to stop and clean the windshields in order to see, had to throw out food wrappers and trash and we had to put an air freshener in order to stand being IN the car. We returned it in three days but no staff was there from Payless to receive it or to help us at the desk. So they charged us for FIVE days.
After multiple invoices and dozens of calls (Memphis office rarely answers the phone), they finally adjusted our charges. And then, 13 days after the rental was adjusted and closed, we just received an ADDED cleaning fee charge of more than 150 dollars for a car we returned in much better shape than we received it. Memphis office says call corporate, corporate says call the Memphis and they don't do callbacks. Cannot even get to a Customer Service Rep or Manager to get this resolved. Unbelievable! Dysfunctional, inaccurate and beyond horrible customer service. DO NOT RECOMMEND EVER DOING BUSINESS WITH THEM EVER!
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!!!
DENVER AIRPORT, COLORADO -- They had an attitude about us using the AARP discount. The non-smoking car had the strongest cigarette odor. Should have changed it immediately but wanted to get started on our vacation. Warning light came on 10 minutes on the expressway, not sure what it was. Finally researched online, it was the tire air pressure, two of the tires were nearly flat. On the second day, the car started stalling in the Mountains!! Called the office. No answer, finally answered, said we had to try to bring the car back to Denver. Vacation ruined, so we attempted to keep driving the car.
On the way back to Denver, the car stalled on I-70 in heavy traffic, got it restarted and luckily got off the road. Called for help, got the car towed back to Denver, had to ride in tow truck with no air conditioning or seat belts. Denver Payless Car Rental showed no concern about our dangerous situation and even tried to charge us extra hours for bringing the car back late. PS. We made it to the airport on time, but our flight was cancelled.
LAS VEGAS, NEVADA -- I have rented several cars from Payless Las Vegas in the last year and every time I go thru the same thing. I have my printed receipt from the internet and they give you the one to sign and initial. It's always much higher even tho I told them repeatedly "I do not want your insurance!!!" They say "it will be ok we will remove the extra charges when you return the car." Don't believe it, I always make them print a new contract with the price I was quoted before I leave.
And always do a thorough examination of the car before you drive off, mark it on the sheet they give you, note on the contract if you smell smoke in the car, and be sure to check all glass. Also take pictures of the damage that you report. Payless is the biggest ripoff car rental I have ever dealt with and will never rent another car from them again. Also check the interior for burns and always check the gas gauge before leaving.
One last thing I forgot to mention, I needed the car for an extra day and called the phone number they gave me of the local office in Las Vegas several times over 2 days. Every time it went to voicemail and I left my name and number and told them I needed to extend the rental and no one ever called back. NEVER EVER GOING TO RENT FROM THEM AGAIN!!!
LAS VEGAS, NEVADA -- I got a great deal online that told me if I prepay upfront I will receive a discount savings so I prepaid for a rental and got to the location and was told they do not accept the card. Well it's funny, you don't because there was no problem taking the money off for the prepayment. They said there was nothing they can do so I attempted to get my money back for prepaying and Customer Service stated they do not offer any refunds. So how can I not get a refund when I have been clearly told I can not rent a car? You prepay with so you can get a car not so you can get nothing and no refund. I will never rent here again.
TAMPA, FLORIDA -- The company name should be paymore car rental. On July 19 2016 my wife and I had an agreement with Payless of $169 for a week's rental. When I went to the counter the manager waited on us and gave me a total of $275. I was shocked. They were charging $65 extra for my wife to listed as a driver and some other fees that were not on my agreement.
I questioned why and was told that if I take an upgrade at 1/2 off he would waive the fee for my wife (who is an insured driver). I reluctantly agreed then he wanted to add on a bunch of different insurances at $6 a day to cover deductible, roadside assistance, etc. to a total of over $500 dollars.
I declined and was warned that if I'm in an accident I would be charged the daily rental fee while the car is out of commission until repaired. I told him if I'm in an accident I will make sure the car is totaled. Upon returning the car the cashier was rude, just stuck his hand out for the key, didn't say a word and walked away. I hope this company goes out of business. One last thing the cars are equipped with Ez pass. If you choose to use it which no one explained the policy I used it once and then read the contract they charge you $3.95 per toll and can charge $16.95 for fees.