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.
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!
WEST PALM BEACH AIRPORT, FLORIDA -- Reserved a car at Payless. Arrived at PBI at 10 pm. I go to Payless and they said they overbooked 20 cars that day. I had to go back and rent from Enterprise for more than double the price. I called Payless the next day and put a complaint in. I received an email with this gripe.
"Thank you very much for letting Payless know about your unpleasant experience. On behalf of our entire Payless team, I apologize for the situation. Be assured that a copy of this letter, along with the details of your report, is on its way to the appropriate management team. Unfortunately this situation is something we do not compensate for. We take great pride in providing dependable cars and attentive service at a great price, with no surprises. Your feedback is extremely important because it helps us maintain our high service levels. We appreciate your business and hope you will give us another opportunity to meet your rental needs in the future."
I thought having a confirmation number was the same as an agreement. If they had requested pre-payment and I didn't show up, you can be sure they would have charged me. At least with Enterprise, when I returned the car and told them there was no washer fluid, they took $40 off the bill.
LOS ANGELES, CALIFORNIA -- Reservation was confirmed. Buses from LAX supposedly run every 10 minutes but if they are full they cut their route short and return to agency leaving other terminals waiting. Long line for check in but Fox counters stepped in to help out. Once contract printed you go wait in a Russian-style bread line with a bunch of other people for cars that are non-existent and they do not know how long it will take. At least they cue the waiters by the time the contract was printed.
Plan for at least an hour, possibly 2 or more. There ought to be consumer protection laws for companies renting cars they do not have and apparently have to beg, borrow or steal from more reputable agencies! BTW... Rental booked through HOTWIRE so they have some shared culpability in this mess... They need to screen their partners better!
LAS VEGAS, WASHINGTON -- DO NOT RENT FROM PAYLESS. They will try to rip you off. When I rented a car from there, the agent never mentioned about insurance once, never explained to me that I was buying insurance and of course, did not explain what was covered because never mentioned anything about insurance. When asked for the refund, they told me that it was all my fault and since I signed agreement and there is no way for them to refund the insurance. Do not rent from payless! Never!!!
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.
LOS ANGELES, CALIFORNIA -- I rented a car in Los Angeles. While on the road, at 4 pm, I had a blowout. I got out in the pouring rain to change it and discovered there was no spare. I spent the next 45 minutes calling the only phone number on the rental agreement, which was the number of the office where I rented the car. I called 118 times and each time got a busy signal or no answer. I finally called the hotel where we were staying and they gave me the number of a towing company. I had the car towed into the nearest tire store because there was a hole in the sidewall of the tire. I had a new tire put on.
When I went back to the Payless counter at Fox Car Rental at LAX, they told me that I had to get the money from the insurance company. I explained that I hadn't been in an accident, but he said that didn't matter. I submitted the receipts and paper work to the insurance company and after three weeks was told that since the damages were only $208 and there was a $250 deductible that they wouldn't pay. I'll take the bus before I ever rent from these clowns.
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.
TAMPA, FLORIDA -- They try to scare people to get insurance that you don't need which cost more per day than 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 it's 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 than 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.