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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:11/02/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Payless Car rental stole $500 from my ************* account. The made an unauthorized charge without my permission. This is fraudulent behavior and unethical. I did not rent a car on 11/1/24 for which they put a hold on my account for $500.

    Business Response

    Date: 12/10/2024

    The complaint we received for in regards to customer ****** ***** is in regards to a car that was returned damaged by the customer.  She rented a car from us and dropped it off at our after hours location with extensive damage. 
    As per our contract that she signed:
     -she is responsible for all damage or loss 
    -you permit us to reserve against your payment card at the time of rental a reasonable amount in addition to the estimated charges. 

    customer did not contact us or insurance about any accident or cost.
    we picked up the vehicle at the lot and found extensive damage.

    attached is a copy  of:
    -the signed rental contract
    -terms and conditions
    -body shop bill
    -photos of damage

    customer still owes $9500 + for the rest of the repairs. 

  • Initial Complaint

    Date:08/28/2024

    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.
    The rental car/agency did not honor the rental car booked. An inferior class of vehicle was provided. Business has been contacted directly, but has ignored the issue.

  • Initial Complaint

    Date:07/04/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    The maximum amount of E-tolls on the rental agreement is $19.75. The maximum amount on the toll program administrator website is $39.75.

  • Initial Complaint

    Date:05/26/2024

    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 here through Carrentals.com at the ********************. When I picked it up I asked when was the lastest I could return it as I thought I might be running a bit late. My return time was 6pm and they said there would be additional charges if rturned after 630. I had the car Fri from 10:30 to Sunday at 6ish. I was not given any other directions by this site except I was told to return the car there by 6:30pm. On my way back to returning the car, I called the rental site and learned it was closed. We called customer service to see how to return the car and learned there was no drop box for the key and were told we needed to call roadside assistance and have them pick the car up. We were heading to our flights and said this wouldn't work as we'd miss our flights. We got disconnected at least twice and called 3 to 4 times over about 45 minutes on our way to the airport and were told multipon times we'd need to call road side assistance or drop the car off at another Payless location- all of which would make us miss our flights. On our last attempt w/customer service as we were pulling into the parking lot of this Payless site, we were told we could drop the car off at **** at the airport. This entire process took almost an hour and is recorded on your phone system. That the site is now lying about what they told me is further infuriating after this whole ridiculous experience. I filed a complaint with Payless customer service (twice) I got an email below which is a lie:The location has provided the following information:From: PaylessPHL CarRentalParking <***********************************>Subject: Payless CS Report File#******** CUSTOMER WAS GIVEN AFTER HOURS LOCATION BUT DID NOT GO TO THE ***** SHE WAS TOLD TO.I had asked for some compensation for the horrible experience with this company (despite one of their customer service people being very nice although she told us we needed to return the via road side assistance).

  • Initial Complaint

    Date:03/27/2024

    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 from Payless Car Rental. About 1 hour into my drive, the left front tire blew out. I called the company who informed me to change the tire and continue to drive on the spare for the remainder of the rental (2 days).The small spare was not designed for long term use. The spare had a sticker stating it was not for extended use with a max ***** of 50 mph. I called the company back to see if I can exchange the vehicle. It was about 3:15 pm and they said they closed at 4. I asked if they could stay until 4:30 and they said no. They informed me they were an independent franchise and I could only return the vehicle at their location. I changed the tire. After showing the tires to a mechanic, they instructed I should not drive for the remainder of my rental and I should return the vehicle immediately. They found severe spalling/gauling on the tire that was flat and the Right rear as well. They said this was the reason the tire blew out. I called the company again, around 3:30 and instructed them I planned to return the vehicle and asked for a full refund. They said they would leave a message for the manager to call me. I returned the vehicle as instructed around 5 pm. I called Payless on Monday, 25 March and explained my situation to a representative and asked for a refund. She instructed a manager would need to issue that. I asked to speak to a manager and was put on hold. I held for 20 minutes and no one picked up. I called back and the phone went to voicemail. I left a message and asked for a manager to call me back. I called again on Monday at 2 pm and asked to speak to a manager. They said they would leave a note. On Tuesday, 26 March, I called again around. They said a manager was not in, but would leave a note. As of the time of this submission, I still have not received a call back. The car was delivered in an unsafe condition and the rental company refuses to call me back and instead just charged my account the full amount with incidentals.

  • 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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