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 fromMichael G
Date: 02/23/2023
1 starMichael G
Date: 02/23/2023
Deception and fraud right to your face. I told the desk clerk in San Diego: NO INSURANCE, yet their contract form requires you to sign a waiver for each coverage. HOWEVER, the first waiver is not a waiver at all. Instead you are agreeing to pay $35 a day for additional insurance. This business is a deceptive scam.Payless Car Rental
Date: 02/27/2023
We are sorry the charges displayed on your final billing differed from what you were expecting and will be pleased to assist with your concerns. We removed the Collision Damage Waiver and processed a refund back to the card on file. Please allow 3-5 business days for the refund to reflect back to your account. 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. We have sent your updated receipt to the email on file.
Review fromJerald J
Date: 02/17/2023
1 starJerald J
Date: 02/17/2023
If I could give a lower rating, I would. NEVER USE THIS RENTAL AGENCY! I came into San Diego off a flight with 4 hours sleep. I had a reservation over a month in advance for a $30 a day full-size sedan. Upon arrival, the person at the front desk offered an upgrade at a discounted price and said "he would take care of me". I signed the contract and headed to my SUV "upgrade" a Mitsubishi Outlander. The vehicle was TRASH! Damage all over. Looks like it was involved in a hit and run and never repaired. I made sure to have the person run a check on the car and notate everything that was wrong so I wouldn't be charged. I should've gone back in and refused this vehicle... and would have if I new what would happen, but was there for work and needed to get to the office. Fortunately, the car ran fine and no issues there. Upon return, I noticed there was a $250 dollar charge (seems about right) and a $772 charge on my card (figured it was a hold for possible damages or additional charges). I asked the person I returned the vehicle to about the charge and he confirmed that it was a hold and that it should drop off soon. I should've went to confirm and contest this, but was tired and needed to get to my plane. I hoped it would resolve and the charge would be adjusted to what I should've owed. Fast forward about a week and the $250 dropped off and the $772 charge stayed. I called to find out why I've been charged almost $800 for 3 day SUV rental and they said the office I dealt with is "offline" and they would submit an email on behalf and I had to wait 3-6 business days to hear back. I wanted a better receipt, but got the exact same one. I wanted an explanation of the charges and to understand why a damaged and embarrassing vehicle to drive around costs more than a luxury vehicle to rent. They said because I opted into the full insurance all the charges are valid. ARE YOU KIDDING ME? All I got was a $151 refund which is nothing compared to the charges.Payless Car Rental
Date: 02/21/2023
Thank you for allowing us to address this matter for you. Payless prides itself on prompt, attentive service, and we very much appreciate your business. 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 an additional refund back to the card on file. Please allow 3-5 business days for the refund to reflect back to the card on file. Your feedback is extremely important to us and it will help us improve our service levels. We have emailed your refunded receipt to the email on file.Review fromDaizia W
Date: 02/08/2023
1 starReservation Number: ***********
Renter's Name: ****** ********
Rental Location: San Diego Airport (SAN) 3355 Admiral Boland, San Diego, CA 92101
Exact Date/Year of Rental: today, February 8, 2023
I am sitting parked at the airport, in tears because I feel like I just got robbed at the check-in counter. I made a reservation online for $384. I got to the counter&the agent pretended to be friendly, told me he would see what he could find me since I am military and then said "Okay I have a sentra. Usually it's $100 a day but since you're military I can give it to you for $50 a day." I agreed to that price, but when we got to the checkout, I was shocked and confused to see that the total cost would be $918. When I asked, he said he could take off the insurance which brought it down to a still baffling $765. I asked what the line items were, confused because I had already paid online. Then I realized that he had charged me a $50 UPGRADE fee, not $50 rental rate. I asked him if the 50 was additional because he made it seem like it was just the price and I said never mind that's too much. He then got extremely less friendly and very pushy, saying that if I go to any other company they'll have no cars either and that there's no refund for the $384 I already paid. I felt pressured, coerced, and bullied into signing for the car, got the keys, and then immediately pulled over outside of the parking garage to cry because I feel like I've been robbed. As I try to google if there is anything I can do, I discover that this experience is common for this company as every other review is almost cut and paste of what happened to me. I feel violated, disrespected, and sad with my experience and I haven't even left the airport. Do not rent from this company. I would recommend they be investigated for deceptive trade practices and/or should be the subject of a class action lawsuit.Review fromVanessa G
Date: 01/24/2023
1 starVanessa G
Date: 01/24/2023
BEWARE!! We had an awful experience. Got to the airport 3 hours before our reservation started. They charged a full extra day for that. Fine. Then we had to upgrade the car since our car wasn't ready. After that the sales guy screwed up the whole reservation, messing up our return date causing more massive fees to accumulate. This salesman was pushy, rude, and unhelpful. The original rental rate more than tripled once we returned the car! We managed to get some discount after a lengthy chat with the kiosk return center. Still We paid more than double the cost of our reservation via Priceline. Will not use this rental service again. Would give no stars if possiblePayless Car Rental
Date: 01/28/2023
Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint.
Payless values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.
Unfortunately, we are unable to investigate the matter you have described with the information provided. All records are kept by the reservation number or a rental agreement number; therefore, please provide the information listed below so that we may complete our investigation. You may feel assured that as soon as this information is received, we will give the matter our immediate attention.
Thank you in advance for your cooperation. We look forward to hearing from you shortly.
Reservation/Rental agreement Number ________________________________
Renter's Name ( If different then what is on complaint) ____________________________________
Rental location __________________________________
Exact Date of Rental _______________________________
Sincerely,
Customer Advocacy Response Coordinator
Escalation Team
Avis Budget Group, Inc.
Review fromCassandra H
Date: 01/05/2023
1 starCassandra H
Date: 01/05/2023
This is the worst place to rent a car from. In the past they were great for us, but no more. Our car was in the shop to be worked on and we rented a van from them. When we rented it , we were told it had not been cleaned. We needed it, so we didnt mind. I had cleaned from under the seats, found a hair brush, cleaned some other items. We had it for a month and when my husband took it back with my mom they were told we would be charged a $300 cleaning fee! They took it to car wash to clean it out. My mom said it was clean when they returned it. Today we get a call from Marc, saying we owe $395 for a $200 cleaning fee and that a camera was found to be missing in the front of the car and they had to wait for that to be ordered and put in. This is ridiculous. We just had to pay over $1000 to rent it and cleaned it out and now your telling us there is a cleaning fee and replacement of a camera? We had not hit anything or caused any damages the camera could have just fell out and yet we are expected to pay for it?! This is ridiculous! Its a tough time of year for us, especially with our main vehicle sitting in the shop waiting on parts to be repaired. Never again! We will never rent from this poor service place anymore! We should have been called and warned about this to begin with instead of blindsiding us.Payless Car Rental
Date: 01/10/2023
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 allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromTom M
Date: 12/13/2022
1 starTom M
Date: 12/13/2022
I rented a car from Payless Car rental, with a confirmed reservation, Mid sz car, 4 dr, 5 passenger, with UNLIMITED MILES.
When I got to the desk to p/u car, I was asked where am I driving to, where are you going to go.? I ask, does it matter, I'm going to Paso Robles, Ca. He then said, it will cost an additional 59 cents per mile if I drive past Los Angeles County line.
I rented a car with UNLIMITED MILES, it then would cost me an additional $400.
My agreement states UNLIMITED MILES, not until the day of pick up did I know about this information, therefore not giving me the 48 hour cancellation window. Payless Car Rentals are ripoffs, they or ZERO STARS
Tom McPayless Car Rental
Date: 12/14/2022
Dear Mr. *******,
Thank you for your communication to the BBB organization.
At Avis Budget Car Rental Group Inc. we are disappointed to learn whenever a customer has found some aspect of their experience less than satisfactory. Feedback such as yours enable us to target areas for improvement.
Please provide the below requested additional details so we can research your inquiry further.
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 fromDaniel B
Date: 11/17/2022
1 starDaniel B
Date: 11/17/2022
My issue with renting a car where you have to pay tolls. I specifically asked my mother to put the license plate of the vehicle on here Toll account but yet I have been charged by Payless/Avis and when I sent them and email about it they directed me to a third party company that they use and i haven't heard anything back from that company yet. Stay away from these companies. Customer service sucks. They just hope you will forget about and then they will keep your money.Payless Car Rental
Date: 11/18/2022
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.
Tolls are charged by the Highway Toll Authority and not by Payless, in the event you feel the tolls are duplicates please provide a copy of your paid receipt for the tolls. The receipt needs to to include the date/time/location and vehicle that was assessed the toll charges. This can be sent to ******************@avisbudget.com with your case number listed in the subject line of your email. Once we have recieved the receipt we will be more than happy to review it against the toll charges billed from the Highway Toll Authority to validate if they are duplicate tolls or not.
Thank you for allowing us to assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorReview fromXJ N
Date: 11/02/2022
1 starXJ N
Date: 11/02/2022
A zero rating would have been my choice. The payless rental service in San Diego Airport is a franchise. I have rented twice from this company at SAN and every time they have swindled me. The first time our flight was delayed and we arrived at the counter over an hour after the reservation time. They said they could not give the car for the reserved rate and doubled the rate from 200 to over 400 dollars. Last weekend I reserved a so called "payless special." When doing the paperwork at the desk, the last thing you sign is the total price which was suddenly 30 dollars more than the rate I had reserved the vehicle for. I had a print out of the reservation with price and reservation number with me, but they would not issue the vehicle for the reservation's price. They wasted two hours of my time. The "special" was a rundown tiny vehicle with more scratches, dents you would think were possible and a damaged windscreen. I was hesitant to rent this car but when I went back they offered me 4 similar vehicles in similar terrible shape, so I decided to take the initial one assigned. The tiny damage slip was filled completely with all the damage notations. After bringing it back 2 days later, I asked the attendant for a receipt, but he said it would be emailed to me. Had to call them a few days later to get my drop off receipt. I first called the central payless office but they said they could not help me as it is a franchise and not in their system. All in all again a horrible experience. For me never again. This Payless franchise needs to be investigated for ripping off their customers.Payless Car Rental
Date: 11/06/2022
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.
We have contacted our 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 assist you.
Sincerely,
Avis Budget Group
Customer Advocacy Response CoordinatorXJ N
Date: 12/03/2022
It has been 4 weeks ago that they wrote the initial generic response. Payless writes "thank you for giving us the opportunity to address your concerns" and they will get back to me, once they have received feedback, which until now they have failed to address my conceerns.
An empty promise.
What next?
***************Payless Car Rental
Date: 12/05/2022
The final receipt reflects the total cost of $193.94 and the $250.00 deposit was released. There is a refund of $10.82 for RSA that was previously removed. I don't see any other charges.
Thank you for contacting us regarding the condition of the vehicle you received. At Payless Car Rental San Diego, we pride ourselves on excellent service and mechanically sound, well-maintained vehicles. Your experience was not typical, and we are extremely disappointed that the vehicle was not up to our standards. We sincerely apologize for your inconvenience.
We are actively working to improve our service levels, and your feedback is very valuable. It is our goal to deliver a safe, dependable, hassle-free rental, so we are grateful that you brought this important matter to our attention.
Sincerely yours,
Payless San Diego Mgmt.Review fromSusan A
Date: 10/14/2022
1 starSusan A
Date: 10/14/2022
This company will straight up scam you. I rent cars all the time and have never had this happen from other companies. They told me when I picked up the car that everything is paid and there would be no more additional charges. I specifically asked to make sure . Then when I return the car they added on an extra $146 of additional charges. I have called the company and they will not refund it. Also when you pick up the car they do not check your gas level so that way they can charge you when you bring it back. They tell you you have to take pictures of the gas with the mileage to send it to them, they're hoping you won't do that so they can charge you because it's difficult just to get a hold of them to send it in and file a complaint. Do not rent through this company!Payless Car Rental
Date: 10/21/2022
Payless Case: XXXXXXXX
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.Review fromAli A
Date: 10/06/2022
1 starAli A
Date: 10/06/2022
I would go out of my way to never rent from this car company again. A group of us had to wait almost 40 minutes for a shuttle from the airport to the car rental location. Watched multiple shuttles for all the other rental companies come and go. When I finally called them, I got a very rude woman who said the shuttle would be there "any minute." It finally arrived about 15 minutes later.
The representative asked me if I was staying in the PA/NJ area, and I said yes, I was going to New Jersey. She never warned me that I would either need an EZ pass or cash for tolls. So when I was driving up to the first toll and had to make that choice, they basically left me no choice but to break the law and go through EZ pass because I didn't have cash (who has cash anymore?? lol). I was really uneasy about this and had to do it several times. It turns out they just bill my credit card, but this would have been lovely to know upfront. I doubt, had I been pulled over, that the state trooper would have been as understanding.
The actual building is nowhere near the airportit's not even near the other off-site car rental places. And bringing the car back was concerning because I had to stop and get gas by myself and this is NOT a safe neighborhood.
When I brought the car back, we had to witness the customer service rep and the shuttle driver get into it over the walkie-talkies because he was telling her he needed gas, and she told him no, he needed to take us to the airport. Now, I wanted to get to the airport quickly just like anyone else, but I was not interested in running out of gas. Luckily we made it, but the whole thing was awkward and a bit unnerving not knowing if we would make it.
All in all, the worst car-rental experience I have ever had.Payless Car Rental
Date: 10/14/2022
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.
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
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