Reviews

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

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  Payless Car Rental

  379 Interpace Parkway Parsippany, NJ 07054

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  Payless Car Rental

  38 Carson Rd Newark, NJ 07114-3512

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  Payless Car Rental

  15 Transportation Way Boston, MA 02128

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  Payless Car Rental

  305 Federal Circle Jamaica, NY 11430

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  Payless Car Rental

  8808 23rd Ave East Elmhurst, NY 11369

Review Details

• Review fromGlowco B

  Date: 09/27/2022

  1 star
  Part 1. (1-2)
  I planned a trip to San Diego and did a Reservation online through Southwest and was quoted $380.23 for the Car total due at pick up after the Taxes/Fees. Once I arrived at San Diego airport on 9/22/2022 at 7.55 AM a Payless Employee greeted me. I notified him that I had a reservation and continued to give him my ID. Once he viewed my information, he asked me where I was traveling from and where would I be driving the vehicle to. I notified him that I would be going to Calipatria Ca, and he said he would put in his report that I was driving there to avoid paying additional fee's.
  My Reservation was for a compact car which he said that He needed to upgrade because the compact car would not be able to make it to Calipatria Ca which is about 2 hours away without blowing a part of the vehicle. Due to the fact that I'm not a car expert I believed him. So, he charged me additional money for the upgrade.
  Then he proceeded to saying that I needed to get their insurance although I notified him that I had my own. He said that it was mandatory. once again, I believed him and thought that the car rental Regulations had changed. So once again he charged me additional money.
  At this point we were looking at a high rate of more than $692 when I notified that it was too much it's when he proceeded to charging me $692.
  I stepped out the door and came back and I notified him that it was a high rate, and I would not be taking the car. I did the reservation for $380.23 and at this time he was excessively charging me. I decided that I would Uber, but he mentioned that he would speak to a manager to drop the rate (He didn't speak to anyone but yet he reduce the price). yet it was too high, so I decided not to proceed, then he asked if I was a veteran or knew veteran. I said "no" he said he would place his veteran # so I could get a discount. at this point it was dropped to $425.15 which I felt like I didn't have any other choice but to pay because I felt stranded in (Part

• Review fromKathy H

  Date: 09/14/2022

  1 star

  Kathy H

  Date: 09/14/2022

  I would give a "0" if it were an option. Very deceptive and fraudulent. Be very careful. Ask for a receipt before you leave. I was told they were having problems with their system and would have to sign the very small keypad and they would have to email a receipt. I was never asked if I would like to opt for any additional charges but was charged double. After receiving the email, I called the rental facility and told them there had been a mistake and was overcharged and the man said he was so sorry and they would get it corrected and he would transfer me to customer service which I tried for 3 days to speak with customer service but was disconnected or stayed on hold for long periods of time. Now I'm stuck paying double than my confirmation receipt that I handed the lady at the counter telling her this was what I had rented and selected. BE AWARE! THEY SELECT ALL OPTIONS WITHOUT YOUR PERMISSION AND SCAM YOU! Expensive lesson learned! Don't trust them! Yes, I should have never accepted what the employee told me. Please don't sign unless you can see what you're signing. Wish I had read the reviews but rented through Southwest. I will be contacting Southwest and BBB. We were given an older Nissan Sentra with 72,000 miles, scratches and dents and paid what a luxury car would have been. Again, I'm very disappointed but lesson learned and first and last time for this rental company

  Payless Car Rental

  Date: 09/15/2022

  Dear Ms. *****
  
  
  Thank you for your report to the BBB organization.
  
  At Avis Budget Group we are disappointed to learn whenever a customer has found some aspect of their rental experience less than satisfactory. Feedback such as yours enable us to target areas of improvement to prevent a future recurrence.
  
  To accurately record your comments and review the charges assessed please provide us with the following details:
  
  a) city of pick-up
  b) date of pick-up
  c) reservation/confirmation number
  d) rental agreement number
  
  
  
  Awaiting your reply
  
  
  
  
  
  Customer Resolution Coordinator

• Review fromRandall L

  Date: 09/05/2022

  1 star

  Randall L

  Date: 09/05/2022

  We make a reservation on Expedia and the price is different when you get there. Also landed in San Diego way early and get to the rental place and we have to wait for the EXACT time we reserved it for. Unlike National, Enterprise, Alamo or Hertz when I land early they seem always have a car available. Also there was a gentleman behind us was able to walk right up with out a reservation and get a car.

  Payless Car Rental

  Date: 09/07/2022

  Case: XXXXXXXX
  
  Dear Mr./Ms. *******
  
  In regards to the aforementioned BBB complaint, 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.
  
  Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further.
  
  Reservation Number;
  Renter's Name;
  Rental Location;
  Exact Date/Year of Rental;
  
  Thank you for giving us the opportunity to be of assistance to you.
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Review fromKim C

  Date: 08/25/2022

  1 star

  Kim C

  Date: 08/25/2022

  DO NOT USE THIS CAR RENTAL COMPANY!! I wish I had read the reviews. I rented a car through the airline, Southwest, and reserved a Mis-size vehicle with Payless Car Rental in San Diego. When picking up the car, I was asked if I wanted an upgrade. I told the gentlemen "no". Much to my dismay, when I left and reviewed the bill, I was charged for an "upgrade" for an extra $250.00. I reached out to the company via email customer support stating the vehicle I received was the vehicle I reserved and should not have paid for an upgrade. I have recently asked them what category a Nissan Sentra fits into. Their standard reply to me over and over is: "When renting a vehicle with Payless, you have the option to accept or decline an upgraded vehicle. When the renter authorizes an Upgrade that decision is noted on the rental agreement. We have checked our records carefully and find that the additional service option was offered to you, and you indeed signed the agreement. As you had the benefit or the larger group, we find the charges are valid and no adjustment is due." I requested them to pull the video of me declining the upgrade. I received no response to the email. I fly frequently and will NEVER rent a vehicle from Payless, again.

  Payless Car Rental

  Date: 09/06/2022

  We are sincerely sorry that you were inconvenienced, and extremely disappointed that we fell short of your expectations. Any difficulties or problems encountered by a customer are a concern to us, and we apologize most sincerely for any inconvenience you may have been caused. We can certainly understand your frustration. We removed the upgrade and processed a refund back to the card on file. Your feedback is extremely important to us and it will help us improve our service levels. Thank you for allowing us to address this matter for you.
  
  Kind regards,
  Customer Service Team
  Payless Car Rental San Diego
  (XXX)XXX-XXXX

• Review fromJazmine F

  Date: 07/26/2022

  1 star

  Jazmine F

  Date: 07/26/2022

  This place is awful. Terrible customer service. It is worth the extra $20 to use a different rental company. They will lie for more money then refuse to admit fault/fix their mistake. Will never use this company again.

  Payless Car Rental

  Date: 07/28/2022

  Payless case# ********
  Rental # **********
  
  Dear Ms. *****,
  
  Your file referenced above has been brought to our attention.
  
  We have reviewed your rental and notes from your case. Based upon the information you provided and the findings of our internal investigation, we have refunded the coverage charges billed on your rental. A credit of $168.13 has been issued to your **** account. The credit will post to the account within 3-5 days. We apologize for the inconvenience this matter has caused. Please be assured that your experience was not typical. A copy of our report has been sent to the appropriate manager for corrective actions.
  
  Thank you for giving us this opportunity to be of assistance to you. We look forward to serving your future car rental needs.
  
  Sincerely,
  
  Payless Response Coordinator
  

• Review fromKeith L

  Date: 07/18/2022

  1 star

  Keith L

  Date: 07/18/2022

  I had a book a car for a short term due to car damage during trip. The repairs took longer than expected so I needed to extend my rental for one extra day. I was charged $249.00 for a one day rental, but my initial one day rental was $53.00! The worker, when I returned the car, just clicked a few buttons and did not even mention how much it would cost, especially when I asked. He made it appear it would be at the my initial rate. The response was "see you tomorrow around 9am. When I went to return the car, I was told my total was almost $300. The agent at the counter apologized for the high rate. If the original employee agent had told me the cost, I would have declined and rebooked through my provider. I told him this was a ripoff and I mean it! I was contacted by a company representative three weeks ago concerning my ordeal and I have yet to hear from them. I assume I will not hear back at this point and have chalked it up to experience. It will be my last time using this business unless they make some serious changes.

  Payless Car Rental

  Date: 07/19/2022

  Regarding the BBB mentioned above, Please accept our apologies for any inconvenience you may have encountered with your rental.
  
  Once this complaint was received, we tried to conduct an investigation. Unfortunately, there was not enough information provided, and your rental was unable to be located if you would kindly provide us the following information below, so we can investigate this matter further and find the best solution for you.
  
  Reservation Number;
  Renter's Name;
  Rental Location;
  Exact Date/Year of Rental.
  
  Thank you for your help, and we're looking forward to hearing from you
  
  Sincerely,
  
  Response Coordinator
  Budget Rental Inc.

  Keith L

  Date: 07/20/2022

  Keith L******
  Orlando, Florida
  June 7-8, 2022
  Reservation #: **********

  Payless Car Rental

  Date: 07/22/2022

  Thank you for the reply.
  
  The reservation is missing a number; it should be eight digits with a US3 on end. Please provide us with the entire reservation or rental agreement number so we can continue our investigation.
  
  Thank you in advance for your cooperation. We look forward to hearing from you shortly.
  
  Sincerely,
  
  Response Coordinator Budget Rental Inc.

• Review fromCarmen P

  Date: 07/14/2022

  1 star

  Carmen P

  Date: 07/14/2022

  Payless car rental is the worst company (owned by Avis) I've ever dealt with in my 60 years. They have virtually no customer service. Literally no customer service after hours. Beware! They will try everything to evade your complaint. Nothing but foreigners to talk to. One actually threatened me and then hung up. The right hand doesn't know what the left hand is doing. Get one rep to listen and their solution is negated by the next. They charged me before the car was even returned-almost double of the actual amount. I've spent a month trying to recover from the charge that took up the remaining room on my credit card. I've disputed it with my bank but Payless keeps recharging. Ive even had to stop my card under suspicion of fraud. The hassle is never ending. Waiting and waiting on hold for 20+ minutes or never getting answered. The rep at the counter understood the problem, but charged the full amount in dispute-THEN tried to adjust it to no avail. Gave me her personal email and told me to have them contact her directly if the problem persisted. Now she won't even answer me. A bunch of charlatans. DO NOT RENT FROM THEM. YOU'LL PAY FOR ANY 'SAVINGS' in the end. Not worth it. Spread the word.

  Payless Car Rental

  Date: 07/14/2022

  Case: XXXXXXXX
  
  Dear Mr./Ms. *******
  
  In regards to the aforementioned BBB complaint, 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.
  
  Our records show that you reservation was booked for 2 days and you ended up keeping the vehicle for 8 days. We do show that you called our Customer Service Team and asked for help with the charges prior to return. We did offer to credit 2 days off the rental as long as the vehicle was returned full. However, we show at the time of return the vehicle was returned with 6.7 gallons of fuel vs. 17.6 gallons at the time of rental, due to this there was a fuel charge of $108.78.
  
  As the vehicle was not returned back full you no longer qualified for the previously offered credit of 2 days. We do show that as a gesture of Customer Service we did go ahead and refund the 2 days which was a credit of $107.00. This credit was issued on June 20th 2022 back to the card on file. Based on our review we found all charges were rendered correctly.
  
  Thank you for giving us this opportunity to be of assistance to you.
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

  Carmen P

  Date: 07/16/2022

  There is a manager at the Payless/Budget counter in Sarasota International Airport (SRQ) who knows the ins and outs of this dispute. Taylor. She gave me her private email and said if I have further trouble to direct you to her. I've already asked that this be done, but the rep refused to contact her.please do so!
  I don't want to place her email address here in public - so what do you advise?

  Payless Car Rental

  Date: 07/19/2022

  Thank you for your reply.
  
  We have contacted the Payless Sarasota Operations Manager to review the issues you raised. When we have received a reply from their office, we will advise you accordingly. We appreciate your patience during our investigation.
  
  Thank you for allowing us to be of assistance to you.
  
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator