We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Payless Car Rental has 79 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2025

      Type:Product Issues
      Status:
      Resolved
      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,



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

    Payless Car Rental is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.