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!
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.
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!!!
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 site 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 driver's 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 their 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 their insurance.
When you think that is the end we are only half way there... My 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!