ORLANDO, FLORIDA -- I rented a car from Payless in Orlando via online. When I get to the counter it was a different rate than I had expected. The agent said it was because I had two reservations. This might have been true because after making my reservation, I found a cheaper price. I canceled one and rebooked. He said that even though I cancelled it, they still show in the system.
After getting my contract, I stepped to the side so he could take the next customer. I then began looking through my emails to see what I had booked and why I was paying more. The whole time thinking I must have made a mistake. He then loudly tell the other customers to step back in line and tells me to come back. I told him I am just checking to see what went wrong in my booking.
He kept telling to come back, took the contract from me, ripped and proceeded to make a new one. I told him I was not trying to make a scene and that he was embarrassing me. He told me he wasn't going to have me over his shoulder while working a new customer. (I was at least 4 feet to the right of him.) I got the new contract at the rate I was expecting and left.
Then I went online to make a complaint. Online only because the only other way to make a complaint is to fax or US postal (which I ended up having to do because the online contact is worst customer service than the agent in Orlando!) My original online complaint was opened 09/20/17 and after I responding several more times online, fax and mail, it was closed 10/26/17 stating that it was forwarded to management team in Orlando for review. Good luck if rent and need to make contact with customer service!
PHOENIX, ARIZONA -- I was very disappointed with Payless Car Rental company at the Phoenix Sky Harbor Airport this past weekend. As part of my Southwest Airlines Vacation package to Phoenix I booked a compact car through Payless for a 3-day weekend for $175.
When I got to the Payless car rental agency the salesman encouraged me to upgrade from a compact coupe to a mid-sized vehicle for $75 and then he stated that if I would agree to the upgrade he'd substitute a small SUV for the mid-sized car, a Nissan Murano so I agreed and I signed a bill for $352 which included the SUV rental and the mid-option ($100) for the car insurance.
Everything was good until I returned the SUV on the third day and the receiving clerk printed out a $415 bill total owed -- Payless imposed a $63 surcharge for less than an eighth of a tank of gas. The gas needed to top off the tank was 2 gallons, or less, @ $2.50/gal in Arizona, a max of $5. Even a $10 gas surcharge I'd accept; however, Payless stiffed me over $55 which I perceive as a heartless price gouge. The interior was spotless when I returned the SUV, just like when I picked it up, and all they had to do was wash/rinse/dry the vehicle. I will never rent from Payless again and I will never recommend the company to anyone.
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.
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.
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.
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.
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.