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

• 

  Payless Car Rental

  38 Carson Rd Newark, NJ 07114-3512

• 

  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 fromPhillip A

  Date: 11/07/2024

  1 star

  Phillip A

  Date: 11/07/2024

  NEVER NEVER use this rental car company.I reserved a car through ***************** for Payless Car Rental in ************. I exited the airport at 5:02 in ************ and after an hour and a half wait, the van showed up, filled up to standing room inside a passenger van and left some other customers with apologies. When we arrived at the rental center, the only offsite rental center, I was last in line with only one employee working. I was finally out of there by 8:20, over 3 hours later, just to rent a car.I returned the car to the after hours lot on Sunday and Payless finally sent me a receipt by email, so I called them about my $200 deposit that had not been put back in my account. They lady who answered the phone said it would be 3 to 5 business days to receive my deposit from the time I received my receipt, so up to a week and a half after returning the car. I asked why they did not pick up the car on Monday and was told they didn't have time. When I started to inquire further, she told me bye and put me on hold. Very Rude!NEVER NEVER use this rental car company.

  Payless Car Rental

  Date: 11/09/2024

  BBB Review #*****
  Payless Case: 69077684
   
  Dear ******* ********,
   
  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.
   
  We forecast vehicle availability based on how vehicles are scheduled to return. Several circumstances could cause inventory issues such as vehicles being extended, not returned on time or as agreed, returned to a different location, or breakdowns. We do our best to accommodate every rental but sometimes if vehicles aren't returned when they are scheduled, it causes us to be short on vehicles.
  
  We are sorry for the time you had to spend waiting for your vehicle. We know your time is valuable. This is not typical of our rental locations and we will be filing a report to the PHL location advising them of this situation for improvements. We are glad we were ultimately able to get you in a vehicle and on your way.
  
  We hate to hear that you were treated rudely. That is not what we like to hear and surely don't want our customers to have bad experiences with our agents. We will be sure to get the details of your review to the appropriate team so this can be addressed.
  
  Finally, upon the end of the rental, typically within 72 hours of check-in, Payless will automatically release any unbilled hold amount back to your account. Depending upon the policies of your financial institution, they may take additional time to make the funds once again available for your use.  ************************* will return your funds within 15 days after the transaction date.  However, some holds may last as long as 30 days, depending on the issuing bank's policy for travel-related transactions. Unless a rental's charges meet or exceed the value of the hold, Payless doesn't actually receive the total amount of the funds in the hold. As a result, most banks and card providers do not show the return of the unused hold amount as a credit; it will simply be returned to your available balance. 
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
  
  Sincerely,
   
  *****************
  Customer Advocacy Response Coordinator

• Review fromTed W

  Date: 10/29/2024

  1 star

  Ted W

  Date: 10/29/2024

  This is the WORST car rental company I've ever used. I was charged for an upgrade that the representative said was no charge and then additionally charged me for $13/ gallon when I returned the car.. They charged me for 21 gallon of gas when the car i was rented would only be able to hold 15. Apparently the prepay charge gas was less than half the cost. I believe I signed up for this option but I guess the representative did click the option. I called them and they did not even want to work with me on the charges and they were rude. I will never rent from them again.

  Payless Car Rental

  Date: 10/30/2024

  BBB Review #*****
  Payless Case: 68830950
   
  Dear ******* *******,
   
  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. At your convenience, please reach out to us directly at ************************************************************** and provide us the following information below, so we can investigate this matter further.
   
  Reservation Number;
  Rental Agreement Number;
  Renter's Name;
  Renter's Profile Number;
  Renter's Driver's License Number;
  ********************** Location;
  Exact Date/Year of Rental;
   
  We await your reply and look forward to assisting you in the future. 
  
  Sincerely,
   
  *****************
  Customer Advocacy Response Coordinator

• Review fromKerri N

  Date: 10/21/2024

  1 star

  Kerri N

  Date: 10/21/2024

  ***************. They are the absolute WORSTall these reviews are the same. I have rented so many cars and never had as many problems as I have had with this company!!!First of all, they werent even open when I got to the airport. A paper sign redirected me to the **** rental company. So yes I stood in line for over 2 hours but that wasnt even close to the chaos that ensued after the rental. Once I finally got to the counter-they had no cars available even though I reserved it a week before! So, I wait even longer. When they finally have one available, the girl told me they hadnt even washed it yet-bird p*** was all over the windows. So, I wait for them to hose it off. So, what that means is there was no inspection of the car. Then, I have a flat the next day on the interstate! I had flown in for a business conference. I call customer service-said they were closed, call at normal business hours. I got an **** because it was late at night in a parking lot and Im by myself. Then, the next day, they tell me I have to be with the car in order for them to even have someone come look at it-if I was with the car, I would have missed the conference-the ONLY reason I was there in the first place. I told them to just tow the car-I was insured By the Wayso they did. Then, I still get chargedbut after MANY phone calls got a refund. Then a month later, got charged a towing fee they said was my fault because I abandoned the car! Laugh out loud!!!! They also said their records show I didnt have insurance. Of course their records are wrong- they cant get on the same page with anyone! They werent even staffed to open their company line- I never even talked to anyone at Payless this whole time except when I got charged a month later. I talked to ****, Budget, the towing company and Priceline. Everyone was helpful except Payless. They are so cheap, they have to make up for all the refunds by charging extra fees. Dont EVER give this company your card information!!!!!

  Payless Car Rental

  Date: 10/22/2024

  BBB Review #*****
  Payless Case: 67996269
   
  Dear ******* ******,
   
  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.
   
  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. Please be assured that your experience was not typical of Payless's usual high standards, and that the responsible manager has been contacted to prevent any recurrence.
   
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us. Only by being made aware of a problem can we correct it and offer the high quality of service that our customers expect and deserve.
  
  Sincerely,
   
  *****************
  Customer Advocacy Response Coordinator

• Review fromRachael M

  Date: 10/15/2024

  1 star
  I had a terrible experience with Payless Car Rental at the ************************************. Despite having a pre-paid reservation, I arrived at the rental counter only to be informed that there were no cars available. The agent told me I needed to call a ***** number for a refund and claimed that the issue was due to booking within 24 hours of pick-up. However, after reviewing my reservation agreement, there was no mention of a 24-hour restriction.I booked directly through the Payless website, was charged for the rental, but received no vehicle. This left me stranded, and I had to arrange an **** for a two-hour journey to my destination since no other cars were available from any rental company at the airport. This experience was incredibly frustrating and unacceptable. I would not recommend Payless to anyone and rate them 1 out of 5 stars for their poor service and lack of accountability.

• Review fromNatalia G

  Date: 10/08/2024

  1 star

  Natalia G

  Date: 10/08/2024

  Horrible experience, customer service was the hole problem, no one was in the same page on top of that no customer service agents could find the car I was rented, while I waited two hours for them to find the car I was in each time I called. My call was due to a tire blow out not just a flare tire but blow up. They gave me instructions what to do which was wait for their road side service. While waiting 2 additional hours for some reason they canceled road side services they stated they accidentally cancelled. So I waited another two hours. towing service said I could not ride the donut back to my destination so I called back road side and asked where I could Either exchange the car or get it towed what was the procedure after a flat tire? I got to the destination and the instructions but again once I got to the destinations of where to go no one was on the same page after many note written down no one could find the notes unless they looked up my phone number but the agents on the phone played games of sorry are you sure you rented through us like I was crazy. Sure enough after waiting and waiting they would find the car. Their answer each time was drive it here and will Swap it out and they are so sorry just drive it here again on the donut which just put more miles on the donut but I followed their instructions then it was again we cant help you it was a Ridiculous ping-pong game Now they want to charge me because to many mile of the donut? Read the note id say each time and I shouldnt keep driving it on the donut you guys keep saying drive here and we will help you. The whole thing is ridiculous and I wish I read the reviews as these reviews on Payless all have horrible experience reviews are so helpful just wish I would have read before renting with them

  Payless Car Rental

  Date: 10/09/2024

  BBB Review #*****
  Case: 68026652
   
  Dear ******* *********,
   
  Payless values the relationship that we have with our travelers and always strives to do the right thing. 
   
  The ***************** (SAN) Payless location operates with a private fleet and billing system with our brand; while this does provide additional rental options to our customers, our corporate services are limited on the information available to us for the rental and assigned vehicle. We sincerely apologize for any troubles or inconveniences you were caused as a result of the issues you described. This is surely not what we want our customers to expect or have to go through when they choose to rent with us. 
  
  We are not sure why our roadside team was unable to be of more assistance with the towing issue. Some service requests can take several hours depending on the availability of the service provider who accepts the service request. I have filed a formal complaint with the roadside team so that a better action can be put in place to avoid similar delays in the future.
  
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us.
  
  Sincerely,
   
  *****************
  Customer Advocacy Response Coordinator

• Review fromRebecca F

  Date: 09/24/2024

  1 star

  Rebecca F

  Date: 09/24/2024

  If I could give zero stars I would! I went online and reserved and prepaid for my rental for 6 days. The price was great and I was happy. I then arrived in ********* and took the shuttle to my rental car pick up. Everything was great. No issues. The gentleman behind the counter asked if I would like to prepay the return gas. I said I would fill it before my return. He said no worries. If you dont, we will charge you $4.95 a gallon just in case youre running late, otherwise its $5.99/gallon. I agreed this was fine as a backup plan. I was visiting my son on base and I knew gas was cheaper there but I figured, no harm in having a back up. Well imagine my surprise when I returned the car and was charged an additional $422. What?! I had already prepaid for the rental and insurance so what was this for? It was for fuel and cleaning! When I called they explained my car was returned on empty (umm no! I filled up on my way to the return the car) and a cleaning fee as the car was smoked in and covered in ashes. What?! We disputed and explained we had just filled the car (they responded with opps, we well refund that now) and that no one smoked in the car. This was a family vacation with children. They said they had a video showing the ashes they found. Well I asked for a copy of this and the video showed sand on the floor board and a white spot that did not move when the lady taking the video touched it. Ash would have rubbed into the carpet or moved if touched. They then asked if we smoked weed in the car? No! We stayed on a military base! When I emailed the manager with these facts and said I wanted a refund, they refunded me within a few hours. My concern is this, what about people that dont check their bank/credit card statements? They would have charged me for a full tank of gas unless I disputed. They would have charged me a cleaning fee, had I not disputed. What about people that they charge these things to that dont complain and demand a refund? Dont go here.

  Payless Car Rental

  Date: 09/25/2024

  BBB Review#: 34860
  Case: 67902183
  
  Dear ******* ******, 
  
  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 the Payless location at the ***************** is independently owned and operates as a franchisee of *****************. We've forwarded your complaint to the owner of this franchise so they can respond. 
  
  Thank you for allowing us to assist you.
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

• Review fromMelissa S

  Date: 09/07/2024

  1 star

  Melissa S

  Date: 09/07/2024

  SCAM, HUSTLE, FRAUDULENT- this is how I would describe my interaction with Payless car rental.If you rent from here, make sure you print off your voucher and take it in. Be prepared to stand your ground on the rental car you want. They say stuff like Im going to upgrade you this isnt a favor, they are not giving you a better car at the same price. They will also straight up lie when you question the total, saying the city of San Diego applies a 40% tax on rental cars which isnt remotely true. Make sure you take pictures and video of the car, both in the parking garage and then outside if its dark in the garage. Take a picture of the fuel gage if you return it full. The fact that there are so many reviews mentioning their shady business model and BBB is still giving them a A- rating makes me question the validity of BBB. Why dont you take customer surveys into account? These arent a one off situation, this is the experience of every customer.

  Payless Car Rental

  Date: 09/08/2024

  BBB Review#:34582
  
  Dear Mr./******************, 
  
  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 allowing us to assist you, please note you can also contact our **************** Team directly at ************ for assistance. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator 

• Review fromDaniel H

  Date: 08/22/2024

  1 star

  Daniel H

  Date: 08/22/2024

  Booked my car rental thru Alaska airlines. Had a reservation for pick up at 1:06pm. Came to ******* for 1 day for an appointment schedule at 2pm. Its now 3pm and Ive paid for the car but not picked it up yet. Took over 2 hours to get the rental car. Missed appointment. No discount, refund, etc offered.

  Payless Car Rental

  Date: 08/24/2024

  BBB Review #***** 
  Payless Case: 67468860 
   
  Dear Mr./******************,
   
  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.
   
  We sincerely apologize for the time you had to spend waiting for your vehicle. We know your time is valuable. This is not typical of our rental locations and we will be filing a report to the *** location advising them of this situation for improvements. I am glad we were ultimately able to get you in a vehicle and on your way.
  
  We take great pride in taking care of our customers, so I want to make sure you are compensated for the time you lost waiting for your vehicle.  Therefore, we have applied a 20% reduction to your rental rate. Please allow up to 7 days for processing. A copy of the updated receipt has been issued to you for your records. 
   
  Thank you for allowing us to assist you.
   
  Sincerely,
   
  Avis Budget Group
  Payless Customer Advocacy Response Coordinator

• Review fromKirstin F

  Date: 08/21/2024

  1 star

  Kirstin F

  Date: 08/21/2024

  I reserved a car through ******************* I was quoted $100 for 2 days. Upon arrival in ********* I go to pick up my car and the charge is actually $260 for a 2 day rental. I should have walked away right then and there. However I went ahead with it. I was informed because I was using a debit card it would be a $500 deposit. I asked when I would get that back and the agent tells me it could be right away or within 3 days. Fast forward to ************************************************************************* my account. I called my bank and was told Payless has the authorization hold till 8/31 which is several weeks after my trip. Bank advised me to contact Payless. I called and was informed ********* Payless is privately owned and would have to reach out to them directly to get the authorization hold dropped from my account. I called ********* Payless but cant get a person on the phone. Everything is recorded messages. When I talked to Payless corporate they said theyd send over a request to have the authorization removed, however nothing has happened still. For a 2 day trip I am currently out $763 for renting with Payless. This is more money than a hotel accommodation.

  Payless Car Rental

  Date: 08/22/2024

  BBB Review#: 34305
  Case: 67379316
  
  Dear Mr./**********************, 
  
  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 the Payless at the ***************** location is independently owned and operates as a franchisee of ****************** We've forwarded your complaint to the owner of this franchise so they can respond. 
  
  Thank you for allowing us to assist you.
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

• Review fromJaneen S

  Date: 08/19/2024

  1 star

  Janeen S

  Date: 08/19/2024

  I rented a car from the ****** location and encountered significant issues. While driving, I noticed the car was sliding on dry roads, and upon inspection, I found that the tires had little to no tread.I contacted roadside assistance and initially worked with a specialist who directed me to the wrong airport, provided incorrect hours, and did not offer a roadside assistance ticket number until I specifically requested it. Upon arriving at the airport, I learned they only serviced **** and Budget, not Payless.After calling roadside assistance again, I was informed that the nearest airport was over four hours away. Throughout the process, I encountered a series of rude customer service representatives who each gave inconsistent information and failed to offer any practical solutions. I spoke with five representatives in total, and all exhibited poor customer service.Given this experience, I am extremely disappointed. I received only a minimal refund for a seven-day rental and will be contacting AARP to report this issue, as their partnership with Payless reflects poorly on their service standards. I will not be renting from Payless again.

  Payless Car Rental

  Date: 08/20/2024

  BBB Review #*****
  Payless Case: 67285685
   
  Dear Mr./******************,
   
  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.
   
  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. Please be assured that your experience was not typical of BRAND's usual high standards, and that the responsible manager has been contacted to prevent any recurrence.
   
  Although we realize that we cannot make up for a disappointing experience such as this, we do appreciate your contacting us. Only by being made aware of a problem can we correct it and offer the high quality of service that our customers expect and deserve.
  
   
  Sincerely,
   
  Avis Budget Group
  Customer Advocacy Response Coordinator