Payless Car Rental
Reviews and Complaints

My name is Samantha Butler-Robinson, I rented a car for a week from Payless at IAH. Backstory > > I previously rented from Payless through my employer's Perks at Work program and upon returning the vehicle I advised the rep at the counter (Kim) of the issue I had with the vehicle and the trouble I had trying to contact Payless to advise of the issues - she referred me to call the number on the bottom of agreement. I did call that number (I actually called while waiting on manager, it just rang the first time I called and to my surprise it was Kim who answered the 2nd time I called). I also called the number on a ticket inside showing who cleaned the vehicle but was transferred to many people but no one who could assist. When I explained this she didn't seem to care as she proceeded as if I didn't say anything. Was so welcoming to assist those behind me so ultimately I had to speak with the manager, which took a while, but he did assist me.

At the time of the current rental(Conf # 10904799US3 ), it was Kim at the desk again. She couldn't locate my reservation so she created one for me (I didn't receive an email though) Everything went well (as it should), before leaving I asked her what number should I call if I have issues with the vehicle again, she referred to the number at the bottom of contract again. Well I had an issue with the vehicle she assigned to me, but also had to keep it an additional day. I tried that number but no one answered. Upon returning the vehicle, I didn't say anything about the issue with the car she assigned me, I only asked for a breakdown of the charges as they seemed higher that I assumed they would be. She got the original agreement, I pointed out the rate I saw as additional day and questioned the additional amounts. Instead of assisting and providing the breakdown of charges, Kim states she needed her manager (Lenart) to provide the breakdown. Of course he was assisting someone else and she stated he would be right over when he's done. The thing is, when he was done she (Kim) had to take him down the hall on other end of counter (out of my view) for several minutes, I guess to explain to him I asked for a breakdown of the charges? Per the rep at Budget's counter, Kim had much more to say to Lenart but I'm still not sure what or why as Kim didn't advise or reply when I asked. Lenart came over very 'matter of fact-ly' - not customer friendly, I advised him I asked Kim for a breakdown of my charges for the additional day. (based on his demeanor I think he was expecting me to say something else, I have no idea) He stated he had to close out my 'ticket' first and then he can provide that to me - which he did, not exactly what I was expecting but ok. This interaction took about 10-15 minutes longer than it should. Kim should be well trained to assist any consumer- plus there was another rep at the other desk- if she didn't want to help me she could have called him over to assist and made up a nice lie. To actually see her purposely provide this type of service is a disgrace to your company as I'm sure this is not a part of your value system. To sum up my experience > > I won't be renting from Payless at this location again.

Rented a car and drove in heavy traffic. Car could not reach the speed limit (70mph).
Car broke down and we barely made it home. Called every number that was provided. Roadside assistance would not pick up the phone nor would the place we rented from. Spent three hours making calls to no avail to help us. Finally the next day roadside answered the phone. Brian in the Jacksonville office said he was scheduling a tow truck. Next day car still waiting for tow truck. I called roadside and was told the pickup was cancelled. Finally this person scheduled another tow truck. Still waiting for pickup. What a nightmare!

Res# 10893374US2 Hi I'm writing about my Payless car rental. I did not realize when I picked up the car and left that the windows had to be rolled up and there was only one key to open the driver door and other doors had to be opened from the driver seat I was disappointed by this old smelly car but did not want to go back a few days after driving the car the tire light went on and I checked the tires they all seem fine so I took the car back to the rental office and in the rush to switch Cars I left my brand new $120 beast Monitor in the car. I am hoping to receive at least $120 back as this car was broken from the beginning & I had to go back to exchange cars which was a huge inconvenience. Thank you! Brett sloane. [protected]@gmail.com. [protected]

Hello! My husband spoke with an INA in customer service. She was very rude to him just for asking questions on pricing to extend rental. The first week he paid $275, she was not trying to be helpful with explaining to him the price changes. DO NOT RECOMMEND YOU USE THEM AT ALL! She was not helpful and did not care and said she couldn't send email receipt for confirmation.

I can't access service desk!
A customer support staff member has replied to your support request #888904. I can't get to claim!
The attendant signed off that gas would be 2.99 gallon on front of car. I was charged $200 for 66 dollar quote! They billed navigational system I didn't want car didn't even have it! This car was 3/4 full they charged $10 dollars a gallon when it suppose to be 2.99 gallon this is ridiculous! Whoever is working there is scamming customers telling them to have airport fill it up save money! I hate dishonesty!

Sincerely,

Karin Idowu
Dispute #A customer support staff member has replied to your support request #888904. Please click the following link to view the reply. it won't let me open it!

Hi. Re. Lost prescription sunglasses in its case.
Sky Harbor AZ and payless customer service are both inadequate as well as incompetent. I've spent over 48 hrs trying to reach any service agent that will not pass the buck onto another department by which another customer service agent referrs me to because they can't help me. Ive been calling since the night I left my glasses in the middle console of the kia mini suv on 4/23/19. This is unacceptable. I'm trying to get help a simple receipt number of my rental agreement so I can futher proceed with more detail which im told i need to receive help in locating my glasses. This is just unacceptable to the point Im ready to call Better Buisness Bureau and my local news who love to inform their followers how buisness conduct themselves. The bay area has a huge following! Please fix this asap because i have 15 days left to receive my lost item! Sincerely very dissatisfied customer. Let's hope corporate is not incompetent as your other customer service outlets

On April 6th, at approximately 12:06 a.m. I arrived at Payless car rental counter in Atlanta Hartsfield International Airport. After confirming my rental I proceeded downstairs to pick up my vehicle. Upon arrival there was a guy and young lady in the office I proceeded in spoke and asked if the Volkswagen Beetle was available. The young lady stated that she did not know. I asked her if she could call upstairs to see if the Volkswagen Beetle was available. She stated that 'I was doing too much" and she did not have the ability to do that. I proceeded back upstairs to the counter and was informed at that time that the young had already called and the car in question was already rented. I proceeded back downstairs and stated to the young lady behind the counter that I was informed by the time that I got back upstairs that she already called. She immediately stepped back and said "so what if I did"! Needless to say I was very taken aback by her demeanor and harsh tone as I had already experienced a level of unprofessional-ism from her prior to returning back up to the purchase counter. However at that time I decided perhaps she was just having a bad moment and excused the initial mistreatment.
I would like to say that I have been a customer service professional for over 30 years for an airline in which I believe displays the utmost level of customer service. I have used Payless several times and must say that based on this treatment I would not recommend Payless to anyone.
It is my hope that you investigate and perhaps provide professional training and development to this young lady as I am still in shock that anyone would speak to a customer in the tone and manner in which I was spoken to.
Thank you for your attention to my complaint and I look forward to speaking with you soon.

Regards,

Amelia Gray

Good evenig.my name is youssouf harizi, i rented a mudsize car between janary 1st and january 8th in las vegas.i have been a loyal client for a while, my wife, my step brother my both best friends, but not any more, i rented the car and payed the liability insurance because the agent (maria) told me that it will covers the rental.car but not other cars if you have an accident.in los angeles an incident happend to us, they broke the rental.car, they stole $4600 from us, we have the police report and every thing, we changed the car in L A after calling priceline, but we returned it after three days in las vegas they told us that they are going to charge us for the real windshield that was broken because the liability covers the third part that is the owner of the car if i hit an other car.and that was not the thing i was told by agent maria while renting the car.its not fair to lie to the customer just to take a commission or something.they did not send me the windshield yet but if they do i wont rent from priceline anymore neighter my family.thank you.

Mel & Marguerite. Boyd
1306 Harvest Drive
Denver, PA 17517
[protected] [protected]@ptd.net

Re Payless Rental through SouthWest Air
Rental Agreement #: [protected]
Southwest ticket # [protected]

We landed in Minneapolis on Thursday, October 4, 2018 at approximately 2:45PM, with carry on luggage only and went directly to the Payless counter to find it was closed. We were told that they were now part of the Avis/Budget organization and to get on that line.

Seventeen (17) people were ahead of us, we waited one hour and twenty minutes to be waited on. There two (2) men at the counter and one in the back room. Every so often, the person in the 3-1/2 hour drive ahead of us and had carefully calculated flight arrival time and rental to accommodate our needs. Needless to say, that all went out the window.

When our turn came, the ‘trainee' (per his nametag) could not figure how to get a car for us - he had to go to the back room to call another gentleman who spoke poor English. We were given the key, paperwork and very poor directions to the car's location.

We walked around the rental lot for 15 minutes before finding the car, which smelled foul, like something rotten. The seat behind the driver had had something spilled on it. We were very pressed for time so could not go back to get another car so we settled for this car and left

It drizzled or rained most of the four days we had the car: the windshield wipers were horrid, in need of replacement. There was also a constant knocking sound from beneath the front passenger seat, which eventually led to the discovery of two cans (Coke and an energy drink) rattling around under the seat; also the drivers side windshield had several large circles on it, likely from a prior rental suction cups.

The whole time we were in Minneapolis, we were on the go and had no time to be chasing down a replacement rental car given the airport experience with lack of personnel and no respect for us as renter's/our time.

We would appreciate hearing from you regarding this horrid rental and service.

Mel & Marguerite Boyd

I rented a car from the location at the airport in San Diego, California about a week ago and returned it the following day. The night that I rented the car the engine would not start and I needed to get a jump from a friend the following morning in order to get to the place where I rented the car to be able to conveniently get to without worry. I let an attendant know what happened and asked for compensation when I returned the car and was told they would check the battery and get back to me. I have contacted the Payless Car Rental location three times since, haven't been able to actually reach a supervisor or manager and gotten zero response to the two voicemails I left.
I included photos of the battery charging pack I had to borrow from a friend in order to get safely to and back home form the new employment training that I rented the car to get to.

Dear Sirs.
Last Friday, August 13, 2018, rent a car at JFK airport in New York City. What happened to me was that when we rented the car in the box where the tack for the ez-pass was placed, we did not have it, we told the caunter about the car rental and they told us that there was no situation. Once I start the march I arrive at a hotel in Washington State and I notice that there is a car with the front box with the tack and I worry more about the situation, I call payless car rental customer service and the information that I Provide customer service is that you arrive at the nearest airport to check the box, I went to the Washington airport, they checked the box and they told me everything is fine. Once I debit my card for the $ 892.51 tolls. I ask Tatiana Quevedo my representative to give me information on why this billing is costly, then several days later I receive a reply from Tatiana sending me an information indicating the Tolls square that had happened.
In this information I received from Tatiana I can see that the classification of the car is 8 and 5H, these classifications belong to five-axle trucks. More in this document that I received you can see the exit of the toll plaza but not the entrance, the billing is three times more than normal to the type of car you rent .. It should be noted that on October 10 I sent An email to Tatiana Quevedo informing her of all this situation but it has not been answered also on October 3 and 4 I was calling her but she did not answer the call and did not return it.
Confirmation Number: ME127N64.
Payless confirmation number: 08370079C04.
Number Case of Tatiana Quevedo 472.

Sincerely:
Damaris Quinones

Payless Corporate Customer Service [protected]
P.O. Box 699000
Tulsa, OK [protected]

I am writing this letter because I am very upset with the charges I received from E-Toll for a recent car rental at the San Jose airport, California.
On August 30, 2018 I picked up a rental car that I had booked on-line on August 14. At the time of the reservation there was no information regarding E-Toll or when I went to the car rental counter at the airport. I proceeded to the area to pick up the car and the attendant checked my paper work and said your car is over there check it out and proceed to the exit.
After checking over the car we proceeded to the exit and noticed the transponder on the passenger's side of the windshield. At the exit we asked the attendant what it was for and he said it was to pay for any tolls you may encounter and that it would be added to your rental charge. I specifically asked him if there was any type of fee to use it and he said no it just charges you for the toll. Again there was no written information given and no information about a web site to go to check out the E-Toll policy. Had I known ahead of time there would be a charge for using the transponder I would have not used it. I feel that your company gave me false information.
Your charge of $2.95 a day for the total number of days you have rented the car if you use it is totally outrageous. I can understand a service fee for using the transponder if you use it to pay a toll but you are just gouging us with your fee and the consumer should be advised that they will be charged a fee to use it.
I will avoid using your company to rent a car in the future and will strongly advise others not to use Payless due to your price gouging. I feel you should refund the fee for using the transponder due to failing to provide information at the time of the on line rental and at the airport rental counter. There also should have been information on the transponder itself or paper work about it in the car for the consumer to have that option to use or not.

Dissatisfied,
David Canton
[protected]@q.com
[protected]

Here is my conversation

Mon, Oct 13 2014 10:21am
Hello,

I have a bill for $366 when I requested a rental for $156. When I was at the booth, I was getting the car I ordered, and the attendant mentioned there was a special for a small SUV for only $10. Since I at times get rates like this from other car companies on weekends, I said great. I didn't realize it was in addition, which I didn't need or want. I had told the attendant I didn't know the area also, and would the fuel option make sense going to Newport. That was a waste of money. The car then had a flat tire, and I asked what my options were. It was either miss my flight or change the tire, which I did. Now I get the bill for $366 which is more than twice what I signed up for. Items like this make me. Please contact me ASAP!
Tue, Oct 21 2014 11:11am - RAFAEL GUERRERO
Customer called again in order to find an answer to this situation.
Tue, Oct 21 2014 11:47am - Jillian Benson
Good Afternoon,

After reviewing your rental agreement I do see that you prepaid half tank of gas and also signed for the 10/day upgrade fee. You got a great rate for that vehicle that typically goes for a lot more per day. Everything was listed and signed for on your rental agreement. Please review your paperwork you got with the vehicle at the time of rental. Thank you
Wed, Nov 5 2014 8:11am
The details as told to me is what I thought I was signing. I'm totally dissatisfied with how this was handled in which I feel I was misled. What I was told and what I signed were two different things.
Wed, Nov 19 2014 4:56am - Jillian Benson
Contract reviewed again. Thank You
Tue, Sep 4 2018 4:37am
I just saw this response from this lady and I forgot about it. I am so glad I needed my receipt. I was scammed in PVD. I better check my receipt for my trip in 2018. I couldn't remember why I was skeptical about using Payless. Now I remember.
Wed, Sep 5 2018 5:02am - Terrence -
This ticket is now being closed. If reopened, we will be forced to ban your email account from our system.

On 08/18/18 at 10:13am I picked up a car at the El Paso Int. Airport with a reservation made through Expedia. It was to be returned on 08/20/18. My estimated total charges were for $55.00. Instead of charging my card for $55.00 they charged my card $202.03. After calling and complaining they opened a ticket for the overcharge. I was contacted by email and explained it was a fuel charge. My care reservation was for unlimited mileage and I had not even returned the car yet for them to have charged me a re-fuel charge. I explained to them I had retuned my car on full and left my receipt in the car for their review. They still asked that I submit a bank statement. After I submitted my bank statement they replied to me that I would be refunded. This charge still makes no sense to me and I should not have gone through this ordeal. How many other customers do they overcharge like this? I returned this vehicle early on 08/19/18 in the evening with the tank full and a copy of the receipt in the middle console yet they had already charged my card the $202.03 and would later say it was for a "re-fueling charge". My ticket number for my complaint with Payless Car Rental is 781697.

July 2018, we were picking up the car at the san diego airport location.
we live in california and we're driving to las vegas, nevada.
after signing all the paperwork giving our credit card as payment in full
including the deposit of 500.00 for a compact car. I know this is very high
but we didn't complain, it's a refundable deposit. then before the rep handed
us the key he said there is a miles limitation on where we can go in las vegas.
we have done so many car rentals around the U.S. and this is the first that
i've heard that we are limited on where we can go around las vegas. we asked
the rep about driving to henderson which is about 17(give or take) from las
vegas, the rep said we would be charged extra per mile if we drive outside of
las vegas. then here comes the sales pitch. he said he can offer us a deal, we
can pay for a package that will allow us to drive the car outside of the las
vegas area. we know right away he is trying to scam us for more money.
and we cancelled our rental and said no thanks. went to the other rental
car company next to them got a car, and we can drive the car from nevada to
arizona to utah with no restrictions or added fees.

Im not sure where to start, so I landed at Raleigh Durham International airport on Sept 1st. at approximately 5:30 pm, i had already gone on line and reserved a car for 3 days. Obviously I made my way to payless and drove out with my 2018 Chevrolet Equinox and my wife and Luggage, we came out to celebrate our 3rd grandchild a little girl who was born 2 days earlier.
After about 20 miles into a 23 mile trip the SUV died. Now, I realize that as far as breaking down your company has little to no control over. I am a Master Technician and I have worked in this field for over 30 years after a stint in the military as a crew chief on C-141 aircraft. But I was expecting a little help other than just a tow truck and have a nice day. Your roadside assistance said that the tow truck would take me back to the airport where they could swap out the car for another but after she spoke with the office at RDU she informed me that they had no more cars and couldn't help me. I asked what do i do now? Im in the middle of North Carolina with my wife, luggage on a dark busy highway and it's very possible that I may be dead had it not been for a guy driving by that saw us and brought out flares to keep people from hitting us. A police officer stopped also and turned on his lights for safety. So here it is, Sunday the 2nd. My son in law got us off of the road last night, i have tried to contact payless office in Raleigh and had absolutely no success, everyone i talk to is clueless and can't seem to help me although you still have my CC number and signature so i guess that it's time to shut down payment through my credit card company and contact a different rental company. I now understand why payless gets a terrible rating on every sight that I've visited. I wish I had done a little more research on the company before I made this transaction.
Steven Gepner
[protected]

06477310uso Rented a white VW on 12/12/17 to 12/14/17 return time 20:30 was 30 minutes late you let it out of the parking lot on purpose because you wanted more money your company does it all the time. Orlando airport payless you suck you overcharged 2, 610.66 on a stolen rental from your airport parking lot called your company for days no response

I rented a car from the Richmond airport at $37.98 per day. I needed it for 2 days. I called today 8/28/18 to extend 1 day and you charged me an extra $100 for the one day. This is price gouging and its not fair to a consumer to subjected to such robbery. You have us customers at the lowest point when we need to extend in the first place because we cannot do anything else. My car was in the shop and won't be completed until tomorrow this is why i needed and extra day. But charging me an extra $100 shows you can careless about your customer and your repeat customer. Please if there is something anyone can do on this price i look forward to speaking with you asap [protected]. Otherwise my next rental business will be with another company.
Thank you for your ear...

Wayne whittle/agreement# [protected].