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 fromOB
Date: 05/07/2023
1 starOB
Date: 05/07/2023
I had a very bad experience with the Payless Auto Rental desk at San Diego International Airport in March 2023. The first car they gave me was at a half tank of gas, but the paperwork stated it was a full tank. I mentioned this to the lot operator before leaving the area. He told me I could go back to swap out cars or go back and ask them to fill up the tank. I went back and they were able to swap me out cars about 15 minutes later. Cool.
Second issue was the next day when after a full day at a local amusement park, we come back to the car but could not get in. Either the car fob or the battery was dead. I am not a mechanic. Called the roadside assistance number. Was on hold for a long time before getting a representative. Told them the issue, and she told me that since I didn't have roadside assistance through them, there was nothing she could do. I told her my young son, and I were locked out of the car, and she told me how to get into the car using the manual key. I was able to do that; however, this set off the car alarm. This ran on for over 10 minutes even while attempting to start the car. No luck. Is the battery dead? I still didn't know. Finally tried their roadside service again. Got another rep who told me the best he could do is send a tow truck for the car. But what about my son and I? Where were we going to go? He said they could offer us an Uber to pick us up and bring us back down to the airport (over 40 minutes away from our location) and see if he could get us a replacement vehicle. After sitting there for over an hour, I tried the ignition again and the car magically started.
The third issue - see issue two, but this happened for the 2nd day in a row!! The car magically started after reaching out to customer service twice again, and 60 minutes more were lost.
Mentioned all of the above at car drop-off and was told to reach out to the manager, Johnny *********. I emailed twice and still have yet to receive a response.Payless Car Rental
Date: 05/12/2023
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 CoordinatorOB
Date: 05/23/2023
Reservation Number: *********** Renter's Name: ****** ********** Rental Location: SAN DIEGO INTERNATIONAL AIRPORT
Exact Date/Year of Rental: 03/28/2023 TO 03/31/2023Review fromNawal A
Date: 05/06/2023
1 starNawal A
Date: 05/06/2023
I booked a rental for a Hyundai Accent or equivalent from this location in April. I prepaid for my rental via Booking.com. Upon pickup, I was told the vehicle they had available was a Ford Fiesta, which was fine with me. Let me quickly list the issues with the vehicle. It had numerous scratches and damage to the exterior. The driver’s seat had stains on it. I was shocked to see the vehicle had hand-crank windows! I can’t remember the last time I’ve driven a vehicle without power windows. The control for the driver’s side view mirror was malfunctioning and couldn’t be adjusted. The backup camera didn’t work 80 percent of the time. The vehicle had over 72,000 miles on it and made noises while driving. Simply put, the vehicle was unfit to be rented out. Additionally, a day after I returned the vehicle, I received a receipt where they charged $102.55 to my credit card. I immediately called the location to find out why I had been charged extra, but no one answered. I then called the Payless corporate number and was told that someone from the San Diego airport location would reach out via email within 48 hours. I got an email from them saying that the extra charge was for a “Prepaid Fuel Fee”. Not only did I not authorize this, but I returned the vehicle with a full tank of gas! The audacity. They did eventually refund me the extra charge. Based upon my experience and the reviews from countless others, the vehicles from this location are in subpar and, quite frankly, unsafe condition and they use deceptive practices to add on additional charges. Apparently, this Payless San Diego Airport location is independently owned and operates as a franchisee of Avis Budget Group. What a shame. Avis Budget Group should carry out some kind of oversight on this location.Payless Car Rental
Date: 05/12/2023
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 fromRay S
Date: 04/19/2023
1 starRay S
Date: 04/19/2023
I wish that 0 stars was an option. NEVER use this company. I reserved a vehicle in Austin, TX for 4/14-4/16. After picking up the vehicle, we drove approximately 50 minutes to our hotel and parked for the night. The following morning, we came out to load our bags back into the car, only to find that the battery was dead. I immediately contacted the number Payless provided in our confirmation paperwork and was transferred to roadside assistance. Roadside assistance was confused as they explained to me that this same car had just been towed and they had to sort out the assistance requests. After over an hour on hold, I was told that I would have to stand in the parking lot with the broken down vehicle for approximately 4 additional hours until a tow unit was available in the area. They stated that only then would they offer me an Uber ride to San Antonio (Over 30 miles away) to try and find a replacement vehicle. At this point, we would have missed the wedding that was the entire purpose of the trip. I had to arrange a different rental option out of pocket, arrange that the keys to the broken down Payless vehicle be left with the hotel front desk and Uber to pick up my own replacement rental out of my own pocket. Upon returning to Austin on Sunday 4/16, we immediately contacted Payless customer service to ask what they could do about the over $500 in charges for a vehicle that broke down after roughly 1 hour of travel. They rudely explained that there is nothing they could do and we could try to dispute the charges through our credit card company. When I asked to speak to a manager, we were hung up on. I am absolutely shocked that this company is in business. If Payless is the only rental option on your trip, WALK.Payless Car Rental
Date: 04/25/2023
Case: 55098969
Dear Mr./Ms. Sortore,
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 contacted our Claims 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 giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromDaniel S
Date: 04/12/2023
1 starDaniel S
Date: 04/12/2023
I rented a car at Payless though a second agency weeks before my trip When I came for my car rental at the scheduled 9:00 pm time I was told that they would not have a car for 4 hours. [They closed in 3 1/2 hours]. I went back to the desk 2 hours later and was told they would not have cars until at least 6 am. I saw several people return cars and were asked if they returned them to the Hertz lot. I returned at 6am and was told they still didn't have cars. They finally had a car for me [about 9 hours late and with a downgrade]. I was sent to the hertz lot where there were many cars to pick up my rental. I was told by the person at the service desk that Payless was not responsible because I rented through a second party. All of the Payless workers were very rude. I have had other bad experiences but this was the worst compelling me to write my first BBB review.
This is my second time doing his review. I have added the requested information.
Reservation Number;
Renter's Name; ****** *
Rental Location; Jacksonville international Airport
Exact Date/Year of Rental; 03/07/2023
BBB does not allow for the reservation number or personal identifiable informationPayless Car Rental
Date: 04/13/2023
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 giving us this opportunity to be of assistance to you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromDaniel S
Date: 03/31/2023
1 starDaniel S
Date: 03/31/2023
I rented a car at Payless though a second agency weeks before my trip
When I came for my car rental at the scheduled 9:30 pm time I was told that they would not have a car for 4 hours. [They closed in 3 1/2 hours]. I went back to the desk 2 hours later and was told they would not have cars until at least 6 am. I saw several people return cars and were asked if they returned them to the Hertz lot. I returned at 6am and was told they still didn't have cars. They finally had a car for me [about 9 hours late and with a downgrade]. I was sent to the hertz lot where there were many cars to pick up my rental. I was told by the person at the service desk that Payless was not responsible because I rented through a second party. All of the Payless workers were very rude. I have had other bad experiences but this was the worst compelling me to write my first BBB review.Payless Car Rental
Date: 04/03/2023
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 fromDana H
Date: 03/29/2023
1 starDana H
Date: 03/29/2023
Payless is a huge money grab! I reserved a vehicle for 7 days and on my receipt it stated a Kia Rio or similar. When I got there to pick up my rental they told me I had a car that was the size of a “smart car” but they’d be happy to upgrade me for a cost. Uncomfortable with the California highways I was not willing to drive a smart car type of vehicle. However, I was stuck and needed a car. So I upgraded and it cost me several more hundred dollars. I feel as if they use poor to false advertisement at the time of your reservation and then do not follow through when it’s time to pick up the rental. I’m the end, I definitely did not pay less than other rental companies I’ve used in the past. Very disappointed in service.Payless Car Rental
Date: 04/03/2023
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 fromJohn P
Date: 03/19/2023
1 starJohn P
Date: 03/19/2023
I reserved a rental car for three days (3/15/23-3/17/23) at the San Diego Airport location through Southwest's rapid rewards program for $317.16. I missed my flight to San Diego so got in later in the day on 3/15 than I originally planned. They cancelled my reservation because I was late (even though I had the car reserved for 3 days) and told me there were two cars available to rent. I chose the cheaper car. The man behind the desk told me he would get the new rental at a cheaper rate even though it was an upgrade and that it would be $70/day ($210 total) plus a $250 hold on my card. I asked to wave the insurance and was told that was not allowed without proof of insurance with me. I have been able to wave insure at every other rental car company I've used without showing my insurance information. I didn't have my insurance information with me because it was in my car back in Sacramento, so I agreed to take their insurance for what I was told was $25 (turns out it was $25/day). Anyways I reluctantly sign to pay $445, thinking $250 will be credited back to me when I return the car on 3/17. I returned the car at 6:37 pm on 3/17 and heading to catch my flight. At 6:40 pm I get emailed the bill for $734.62. I called to dispute my bill and was told that the guy behind the desk "smooth talked me into the upgrade and the insurance and that I should be careful about what I signed for." I told the customer service agent that I was misled and lied to and would like the original amount of $317.16 to be honored or at least $445 that I signed for honored and they can keep the $250 charge. I was told that they could refund the gas charge of $68 and nothing more. I calmly explained that this practice was bad business and that I would not rent from them again and spread the word about their poor service. The agent then hung up on me.Payless Car Rental
Date: 03/22/2023
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 Airport location is independently owned and operates as a franchisee of Avis Budget Group. We've forwarded your complaint to the owner of this franchise and reqeusted that they contact you directly to resolve.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromBecca L
Date: 03/17/2023
1 starBecca L
Date: 03/17/2023
This is one of the worst experiences I have had renting a car. I purchased this rental through the Hopper app and purchased the in-app insurance with it.
I was in a car accident and I reported it to the Hopper company as well as the front desk when I returned my rental - the woman at the front desk was very unprofessional and did not provide any assistance. She was rude and told me I would hear more for the bill in about 6 weeks and that I “should have just purchased the insurance at the desk”.
I had to file a claim with the third party insurance provided by the app and they have tried to help as best as they could in this process. I have been sent multiple different invoices unrelated to what I informed the company over - I reported a cracked bumper from a hit and run as well as a cracked windshield.
They have sent an invoice for tire replacement as well as a bunch of other things related to things that attach to the windshield as well as some mirror replacement. I have to communicate with the Hopper Support and the Payless people have not given them information when requested - nor are they giving the CAR INSURANCE company any information. I have been told conflicting information by multiple different agents from Payless. One told me they have no record of my claim. Another said that the extra invoices are nothing I need to worry about; yet the agent I spoke to after said I will be charged for those invoices and they all tell me they “have no information on them”. They say it can take up to SIX MONTHS for this to be resolved. I have to continually try and contact this unprofessional company for answers when they do not provide them and send me in circles repeatedly time and again. They’re extremely unprofessional & unorganized & do not communicate when they should nor do they work the the insurance party they are tied to through the app you can rent their cars from. Do not use this company. It only ends in stress and a migraine trying to get any type of answers.Payless Car Rental
Date: 03/22/2023
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 fromVijay M
Date: 03/15/2023
1 starVijay M
Date: 03/15/2023
I have no words to describe this feeling.
I was told that my $250. hold would drop off in 3 to 5 days. The car was dropped
Off on February 27. I called and was met with a rude gentleman who practically hung up when I asked for a manager. I called back and was told that there was a miscommunication and I would have the hold released by last Friday, March 10. I called again today, March 15, since it is still pending and was put on hold for 10 minutes and cut off I called back and was met with surprise that there is still a hold. I 2as told to get the fax number for my bank so Payless could send the release letter, FAX IN 2023! I asked for a manager and was told he'd say the same I never got one. There is still a hold.Payless Car Rental
Date: 03/17/2023
Case: ********
Dear Mr./Ms. *******,
In regards to the aforementioned BBB complaint, thank you for giving us the opportunity to address your concerns.
Pyaless 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 the release request was sent to Visa on February 27th, 2023 electronically. Please note that as the hold is only a hold you will not see a credit for $250.00 you should just see the pending charge of $250.00 fall off your account. If the $250.00 is still in a pending status please provide the email or fax for your bank along with the bank name and we are happy to send them another authrozation release request on your behalf.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromYuset C
Date: 03/01/2023
1 starYuset C
Date: 03/01/2023
In my Experience I will said this people are so disrespectful and trash. I travel to Denver,Colorado on 02/09/2023 and rent a 12 Passenger Van with this company .I returned the car on 02/13/2023 at 3:45 am almost late to my flight.On 02/28/2023 I received a letter from them saying that I have to pay $450.00 with they are going to get from my card on file.Because the car had excessive dirt,I called them and they are telling me that I was supposed to return the car in the same way they give to me.How i am going to clean the vehicle if I am paying for a rental that is supposed to cover everything and on the contract doesn’t say nothing about leaning the car.This people are so needed of money that they will put anything to try to charge the client for something that is not on the rental agreement and they don’t say nothing when you pick the vehicle.THE CAR WAS IN BAD CONDITIONS.The doors was so hard to close and the headlights were poor and in bad conditions to drive it at night.I WILL NEVER IN MY LIFE AGAIN RENT A CAR FROM THIS COMPANY AT ALL.Beware we had an awful experience!!!Payless Car Rental
Date: 03/07/2023
Payless case# XXXXXXXX
Rental # UXXXXXXXXX
Your file referenced above to the BBB has been forwarded to our office for review and reply.
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 stopped the billing for the cleaning fee. 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
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