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Business Profile

Auto Rentals and Leasing

Payless Car Rental

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Payless Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see

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Payless Car Rental has 79 locations, listed below.

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    Customer Complaints Summary

    • 296 total complaints in the last 3 years.
    • 114 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2025

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 16 I booked car rental via ********* for May 21, 2025 to May 25, 2025. The location Payless Car rental **** * ***** *** ******, WA 98188. While at the counter I was informed of the vehicle that was available at no point was I told that this was an upgraded vehicle which I will have to pay extra for. I was only aware of this on May 26th when it was charged to my credit card. I was not given a receipt to explain these charges. I have tried communicating with the company but they refused to be cooperative. I would like to receive a refund for the unnecessary charge. Its clear from many google reviews that this company has history of overcharging/unexplained charges to its customers.

      Business Response

      Date: 07/02/2025

      BBB #: ********
      Case: ********

      Dear ******* *********** 

      In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.

      Payless values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.

      As you are aware the signed rental agreement shows the upgrade cost and was noted on the contract, the additional cost is included in the estimated total, and we show the renter’s signature appears in acceptance of these terms.
        
      We are disappointed that you feel you were manipulated into signing for these items. Although we do not doubt your veracity, our decisions are based on the facts at hand. The rental agreement was signed and the larger vehicle was provided by Payless. Because of this we are unable to remove the full cost of these options. 

      As a gesture of good will, we will gladly split the cost of the upgrade fees. This is a total adjustment of $58.95, including applicable taxes. You should expect to see this credit reflected on a forthcoming ******** ******* Card statement. A copy of the corrected receipt has also been issued and should be received within the business day. 

      Thank you for allowing us to assist you. 

      Sincerely,

      Avis Budget Group
      Client Relations Team

      Customer Answer

      Date: 07/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, while the review is not satisfactory. I will move on and refuse to do business with payless in the future as I was manipulated by their agent. As a professional who give clients consent to sign there's no way I would do this to my clients but some people/business prefer profits over satisfaction.



      Regards,



      ******** **********

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