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Business Profile

Auto Rentals and Leasing

Payless Car Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/22/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Company claiming damage 3 days after return when car had no damage when picked up or dropped off picked up 11/19/23 - 830am returned to unmanned parking lot approx 430 pm 11/19/2023

    Customer Answer

    Date: 11/23/2023

    Car was picked up at PHL location on ******* ssreet.Returned as instructed to a public, non-monitored parking lot

    Customer Answer

    Date: 11/25/2023

    I have just reviewed my credit card charges and have $500 charged to my credit card. Please advise next steps or I will advise my CC company that this is a fraudulent charge

    Customer Answer

    Date: 12/24/2023

    The company had made 2 charges totaling $500 on my credit card. Ive contacted my insurance company also but no response 

  • Initial Complaint

    Date:03/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I rented a car and it smelled like smoke. I contacted the business and they told me to bring the car back and get a new one; this was not a reasonable solution because I rented a car because I was driving far away during my business trip. I asked for a partial refund and spent months corresponding with the Branch Manager, ***************They refused to help me because I booked through Priceline; I called Priceline to ask for help and they informed me that after the payment was processed, Payless should be able to issue the refund. The manager stated he would send me the partial refund via check in 8/2022. I have followed up multiple times via email and have been totally ignored. I have tried to resolve the issue myself for 11 months and the company has not followed through to make the issue right. I also left a review. I have attached the entire email chain as proof of the issue and interactions. I also attached a picture with the transaction details. At this point, I would like a full refund for the car rental. It is ridiculous that I have been trying to get a resolution for almost a year. Thank you very much for your assistance in this matter; I have tried to handle it myself and am getting no where.

  • Initial Complaint

    Date:10/12/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Rented a car near the Philadelphia airport to drive about 75 miles to Reading, PA. About 30 miles to the destination the car dropped to 40MPH and wouldn't go any faster and a bunch of warning lights popped up on the dash, my daughter was a witness. Pulled over and checked everything out and started again. The car did the same exact thing. I called Payless and spoke to Brianna who told me not to drive it back as it wasn't safe. There was no Payless in Reading, PA so I found a ****** at a regional airport. The agent at ****** spoke to Brianna who asked her to take possession of the vehicle until one of their agents could come get the car. We had to rent a different vehicle from ****** and pay separate rental fees and deposits for another car. We are now being charged 375.00 on top of the 285.00 I already paid through ********* to begin with. Plus, the 200.00 deposit. Payless is stating I drove the car in Low gear instead of Drive. I would like to know how they were able to establish this fact. I wasn't the last person to drive the car. The ****** representative drove the car to their secure lot behind the building. I have been driving for 35 years. I know the difference between L and D in a car. Besides I completely stopped the car to double check and proceeded. Driving the car in Low gear is an absolute lie. I have attempted to get answers from Payless and I am given the run around. They stated nothing was wrong with the car but charged me that amount to send it to the dealer to "clear the codes" those codes are what caused the car to malfunction. There was something wrong with the car to begin with or I would have kept it and not had to rent a second car. I am out double money now. I have asked for proof and am not being provided proof. I would like my money back. I called to give a current debit card for the deposit refund based on the letter received. I am told I don't get a refund at all. I attached that letter also.

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