Business Profile
Auto Rentals and Leasing
Payless Car RentalHeadquarters
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Reviews
This profile includes reviews for Payless Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1/5 stars
Average of 97 Customer Reviews
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Review fromTerri C
Date: 06/02/2023
1 starTerri C
Date: 06/02/2023
I had prepaid my car through Travelocity. I also prepaid additional car insurance. When I arrived, the man at the desk asked for my card that the reservation was under. He then tells me because it is my birthday, that he was going to "give" me an upgrade, not charge me for an upgrade. Then while he is typing on the computer he mutters something about it only costing an additional $100. So I said no I am not paying for an upgrade, just give me the car that I already paid for. Then he states that I still have to pay for taxes and fees. I told him I already paid for the taxes and fees. I then log into my checking account to show him that I already paid for everything. My account shows that I have a negative balance because he put a $250 hold on it which he did mention but without any justication or authorization from me, took out an additional $367.02. There was no verbal or written authorization to take that money out of my account. When I asked him why he took $367 out of my account for a prepaid car he told me would credit it back to my account and it should show up in a few minutes. On my rental agreement **********, it clearly shows $320.66 prepaid and then after that a deposit of $367.02 was taken out. That number doesn't even match up with the charges so what he did was theft! In addition they comped me prepaid fuel and told me to bring it back empty and I won't be charged. I brought it back half empty and was charged another $113. I didn't get the $367 or the $250 deposit back for an entire week. My husband had to transfer money into my account. I am still waiting for the $113 to be reimbursed. In addition, because I didn't pay for an upgrade, I was told I would get their worst car with no power anything and roll down windows. The girl that gave me the keys told me that car was off line so I was then given a heap of junk with dents and scratches and didn't even run right. This company should not be allowed to stay in business!Payless Car Rental
Date: 06/13/2023
Case: ********
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 the Payless San Diego location is independently owned and operates as a franchisee of Avis Budget Group. 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 CoordinatorReview fromRosa R
Date: 06/01/2023
1 starRosa R
Date: 06/01/2023
Payless Car Rental not only overcharged for the car rental it has also retained the cash deposit for an excessive period of time.
Dealing with Payless Car Rental has been a very unfair, frustrating and the worse nightmare I’d ever encounter with many other car rental companies.
What is worse is that contacting the company to request a deposit refund is no only time consuming but more waste of time. The agents in various locations were not helpful and very rude.
After calling several times, on the last call the agent did not provide Payless Headquarters costumer service contact information. No address or phone number was provided.
The agent also refused to provide his ID#, only the first name and last name initial was given. Agent hung up the call unwilling to provide the service Payless Car Rental should provide individuals who rents vehicles and make this company succeed. The agent I’d spoken to on a previous call provided a five digit ID#.
Consumers should not have to face any of this careless and ridiculous service from Payless Car Rental.Payless Car Rental
Date: 06/13/2023
Case: ********
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 the Payless at the San Juan, PR. location is independently owned and operates as a franchisee of Avis Budget Group. 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 CoordinatorReview fromJill L
Date: 05/24/2023
1 starJill L
Date: 05/24/2023
I had a very poor experience with Payless Car Rental. I arrived in Las Vegas May 19, 2023, my wait at the rental car desk was an hour and a half. Once I got the car it smelled of urine. When I returned my car Sunday May 21st it was not the usual car rental return experience. Finally an attendant showed up and said to leave the keys in the car and we would get an email confirming the return of the car. Three days later I received an email stating I didn't return my rental car. I am super frustrated and have reached out to Payless Car Rental. I am waiting to hear back. I would give zero stars if possible.Payless Car Rental
Date: 06/01/2023
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 allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromSteve B
Date: 05/23/2023
1 starSteve B
Date: 05/23/2023
We got to the rental counter at Chicago O’Hare and the agent was rude and dismissive. She hurried us along through the computer screens saying “just sign.” Dumb move on our part. She locked us in to pre-pay gas, nearly $76, which we didn’t notice until later. The tire pressure was crazy all the way around and one of the tires must have been out-of-round as it was making the noise that it makes when it’s wonky. We looked at the tires after getting to our destination…nearly bald. Not sure if this is the worst rental experience we’ve ever had, but it’s right up there.Payless Car Rental
Date: 05/30/2023
Dear Mr./Ms. Aspin,
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.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromWilliam B.
Date: 05/20/2023
1 starWilliam B.
Date: 05/20/2023
We returned the car rented from the Ft Lauderdale, Fla to the Sarasota Airport, Fla. When we returned the car, we did a walk around to look for any damages. We did not see any. I asked the check-in person if we were all set. He said yes. ( We did not take any pictures at time of pickup or return). 6 weeks later we received a letter stating Payless was going to charge our credit card for glass damage. I asked their customer service for the proof. Was told they don't take pictures of small damage issues. I asked for a damage report. Was told there was not one. I asked how they could claim we caused any damage. They said it was reported by the 3rd party check-in at the Airport but still could not produce a damage report. We did purchase extra insurance thru Expedia which in the end they did pay the charge except for the Payless Administration fees. I am baffled how Payless can claim damage with no proof. And why would the insurance company would pay the claim with no proof. Payless may have gotten their money this time but I will never rent a car from them or Avis ( who owns Payless) again. If you do rent from Payless, cover yourself with pictures and signatures at the time of pickup and return.
Something is seriously dishonest with Payless Car rental in my opinion.Payless Car Rental
Date: 05/23/2023
Case: ********
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.
We understand your frustration that there was not an accident or damage report to provide. We only have an accident/damage report if the returner fills one out. We have checked our records and the show that the vehicle was pulled after your rental and sent for repair and we do show the repair documents were previously sent to you.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorWilliam B.
Date: 05/24/2023
Reply from Avis:
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.
We understand your frustration that there was not an accident or damage report to provide. We only have an accident/damage report if the returner fills one out. We have checked our records and the show that the vehicle was pulled after your rental and sent for repair and we do show the repair documents were previously sent to you.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response Coordinator
My reply back to Avis:
First I want to say Thank you for actually responding to my review.William B.
Date: 05/24/2023
Reply from Avis:
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.
We understand your frustration that there was not an accident or damage report to provide. We only have an accident/damage report if the returner fills one out. We have checked our records and the show that the vehicle was pulled after your rental and sent for repair and we do show the repair documents were previously sent to you.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response Coordinator
My reply back to Avis:
First I want to say Thank you for actually responding to my review.
I also need to respond back with these points:
1. I feel like you missed the point that I was charged for glass damage without any proof that we caused the damage. Just as you replied to my review as a desire to defend Payless position, I felt that we were charged with no ability to defend our position.
2. We did receive a bill of the repair only after I asked for any paper work. It still did not give any description of the damage. Was the damage a smashed windshield, or a crack or a chip?
3. I asked for a incident report but none was ever filled out by your company personal. How did they report the damage within your company?
4. I am recently retired and will be doing travel and car rentals, but based on the Payless Car Rental practice of "your guilty with no proof", I will not be renting from Payless or Avis.
To anyone reading this review, If you bought insurance outside of Payless, I would not tell the counter person that you have extra insurance. I did and I feel that the information used by Payless to put in a false claim knowing that the insurance would pay it.
Sincerely,
***** *William B.
Date: 06/26/2023
Did anyone from Avis/Payless read my above reply? I would like this to be publicly published so other consumers can read it and make their own decision to rent from Payless, knowing they also could be accused of damage with out any proof.Review fromValerie M
Date: 05/18/2023
1 starValerie M
Date: 05/18/2023
Very disappointed in Payless. I rented a midsize car and when I arrived the price went up a little since the percentages of fees went up. When I got to the car it was not a midsize car it was a sun compact car. When I inquired why I was given a midsize car they “upgraded” me to a compact car. I went back and let them know it was not a midsize car and they said according to their fleet it is. I went on the Payless website and looked up their cars. And it showed the car that I was given to be a compact car. When I showed the lady at the counter according to their website that they were not giving me a midsize car. She showed me a piece of paper that was typed up unofficially that they’re establishment considers it a compact car there fore it was a compact car. I feel duped and that I paid for something and dod not receive what I paid for. The scam was perfect since you can’t really change anything on the day of the rental since everything is so much more. I won’t be renting here again.Payless Car Rental
Date: 05/23/2023
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 allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromLyndi C
Date: 05/18/2023
1 starLyndi C
Date: 05/18/2023
I was quoted about $160 for a 4 day rental. I declined the additional insurance & opted to fill the tank myself before returning.
Returned car early in the morning due to early flight. No one was there for instructions to leave car.
Nearly a week later I get a nearly $300 additional charge! Took a while to get someone at customer service. Tell me $150 for fuel fillup (how? when it cost me $26 to fill up at nearly 4.50/ga) & I left receipt as instructed. Then another $142 for the insurance I declined! They did refund the charges next day, but was way too easy. Tells me they do this to everyone & just make them call in to complain. I never received an invoice for these additional charges, just showed up in my bank account. My bank said they couldn't help if charges weren't reversed because I had to insert my chip for pre-auth of the rental fee. Major loophole they are taking advantage of. They add in a $250 hold but can charge anything they want over that!! BEWARE!!!!Payless Car Rental
Date: 05/23/2023
Case: ********
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.
We have checked our records and show that you have already contacted our Customer Service and had your issues resovled.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromDaveta L
Date: 05/15/2023
1 starWell my rental started out fine until I had a flat on a country rd hey 281 in ******** ** a hr outside of ****** on my way to my daughters cheer competition for the next day.Car had a flat with no spare my whole reason for getting a rental was so the car would be dependable or I would have resources needed to get to my destination. There was no spare in the vehicle and the company could not find anyone to bring one but they can find someone to tow the car and leave my familys because it was also stated that I would be liable if I left the vehicle before the tow truck got there. The tow truck was at least 2 hrs away but still after being there 3 -4 hrs already . Someone in customer service finally told me that if I called the back of my license I valued get a ride to a public place and they will get me to a safe place hotel until they could get another vehicle . I explained the importance of this trip and I had 2 little girls with me.Well a trooper brought me and my family 8 minutes down the road to a7-11 where we were lied to and left to fen for ourselves no one ever came and finally we were sent to customer service who had closed. So here was me and my family in the rain stuck out asking people to allow ** to pay them to get to a hotel down the road we paid a lady 50 dollars had to get a room 140 dollars and a Lyft from the hotel to ****** a hr away spending another 130 dollars to get there and after me steady talking to customer service which by the way cant understand English well no one was given a heads up on the situation Im still trying to get my daughter to her competition she been waiting the whole season for that we dont make it too she missed the first day supposed to have made it at 11:30 so not only was I out of more money but a very important event that no one seemed to care anything about us attending so if you can fly please do because I promise you they only offered me a refund on the vechicle when you ruined my whole trip with lies.worst everReview fromJuan A.
Date: 05/14/2023
1 starJuan A.
Date: 05/14/2023
They have hidden fees it's a bait company then they charge alot of moneyPayless Car Rental
Date: 05/18/2023
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 allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromOB
Date: 05/13/2023
1 starOB
Date: 05/13/2023
This is my response to the Avis Budget Group's response to my original post on 05/07/2023.
Reservation Number; ***********
Renter's Name; ****** **
Rental Location; SAN Diego International Airport
Exact Date/Year of Rental; 03/28/2023 to 03/31/2023Payless Car Rental
Date: 05/18/2023
Case: ********
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.
We do apologize but the orignal post is not included in this review. Please provide us with the details of how we can assist you as a reply to this post and not as a new post.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorOB
Date: 05/23/2023
I have responded to the original complaint with the reservation number, name, location, and rental dates.
Thank you.
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