ComplaintsforPayless Car Rental

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a car with Payless Car Rental by using Expedia. My car rental agreement was from October 18 - October 28. When I arrived at the airport, there were no cars available and they gave me a jeep gladiator truck. I drove it for 500 miles and it started shaking violently to the point where I was unsafe and afraid to drive any further. I had their tow service come out and pick up the vehicle and they returned it to the lot near the airport in ********, ****. I am 74 years old and was traveling alone. I was scared to go any further, I went to my brothers house and thats where the tow truck picked up the jeep. I used five days of the 10 days reserved and have been in contact since day one which was October 23 when I had it towed. Expedia and Payless Car Rental give me dates and times that a refund will be coming through, the first response was I would get a refund in *********************************************** touch. They said 3 to 5 days it has been now been over two weeks and I have not received a refund. My itinerary number for this was **************

  Business response

  11/07/2024

  BBB# ********

  Payless case # 68662469

  Rental # U338424612

  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 adjusted your charges.  A credit of $150.00 has been issued to your **** account.   The credit will post to the account within 3-5 days.  We apologize for the anxiety 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 

  Customer response

  11/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear Payless **************** Team,I am writing to express my deep dissatisfaction with my recent rental experience. I rented a ***** Tahoe from Payless and encountered multiple issues that I believe need to be addressed.Firstly, my rental pickup experience was very frustrating. Despite being promised a specific vehicle make and model, I waited nearly 90 minutes in line, only to be informed of a substitution upon my arrival. The long wait and attempted change in vehicle were disappointing, especially given that I had called in advance to confirm the exact model.After finally receiving the vehicle, I encountered a flat tire shortly into the rental period. When attempting to change the tire, I discovered that the lift for the spare tire was locked, and the only key provided was a valet key that could not unlock it. This left me stranded and ultimately required that the vehicle be toweda significant inconvenience that disrupted my travel plans.When I called customer service, the representative assured me that, due to the circumstances, I would not be charged for the inconvenience. However, I was still billed, contrary to what was promised. Further, when I called to address this with a representative named *****, I found him unhelpful and unwilling to connect me to a manager.Due to this series of issues, I am extremely disappointed with my experience at Payless. I will be disputing this charge with my credit card company, as it was both unexpected and unsubstantiated. I hope that Payless will consider reviewing this matter and making improvements to prevent similar experiences for future customers.Sincerely,****** ******* ************ Rental Period: 10/21/2024 Rental Number: U338050716 Pick up location: ************** PAYLESS Drop off location: ************************************* Car Model/Make/Year: CHEVTAH2/CTA2/23 VCR Number: VCR8849925

  Business response

  11/07/2024

  BBB #: ********
  Case: 68603372
  
  Dear ******* *******, 
  
  In regards to the aforementioned BBB complaint case# ********, 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 that our **************** Team has already stopped the roadside charge on your rental. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Customer response

  11/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10/27/2024 Original Charge for the rental $406 They have sent me a invoice for $450 to clean the car. **** Budget Payless Car Rental is charing me $450 cleaning fee for a little bit of sand in the car. I went to ****** to visit friends with my daughter. We rented a car from Payless car rental. My daughter and my friend and I went to the beach a couple of times and a few restaurants. Very light use of the car. I think we used less than a half tank of gas. We were never told that the car had to be vacuumed upon return. We did do a basic cleanup of the car before returning it. I've never been charged for cleaning in the past and I don't believe it is standard procedure. This is charge is more than I paid for the rental. **************** just says that is what they charge for cleaning sand. I have tried to reach their management to speak but they will not put me in contact with a manager. They have a **** ***** as Operations Manager on the emails they send but I cannot get hold of this person.

  Business response

  11/07/2024

  BBB# ********

  Payless case # 68907952

  Rental # U338228741

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  By way of explanation our customers are required to return the vehicle they rent in the condition it was received.  Our Maintenance Manager determined that extra cleaning was needed to the vehicle you returned.  Based upon this assessment, we find the charge to be valid.  We are not in a position to refund the charge.  We apologize that we cannot offer a more favorable response. 

  Thank you for giving us the opportunity to address your concern. 

  Sincerely,

  Payless Response Coordinator 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved a car through priceline and paid the full amount for the rental and also insurance for the time of the rental. When i got to the pickup location, we added 2 drivers and also toll for the time of the rental. And the clerk told me the was going to be 250 security deposit, which was going to be refunded to me if was no problems with the vehicle when returned. We returned the car to the location with no problems. Ot has passed weeks and called them for the refund and first they told me that i returned the car late wich i didn't.and them they told me bounch of charges the i had paid online previous to the pickup. They continue to give excuses and bogis charges. And not return my security deposit.

  Business response

  11/08/2024

  Payless Case: 68549949
  Rental Agreement: U336256690
  
  Regarding the BBB, as mentioned above, Complaint ID: ********, thank you for allowing us to address your concerns.
  
  We understand you prepaid through Priceline and believed insurance was included. At pick-up, you added two additional drivers and the E-toll package, and were advised of a $250 security deposit, refundable upon return. 
  
  However, our records show that you also selected the Loss Damage Waiver, ********************************* and Roadside Safety Net at the counter. As such, your $250 deposit was applied to cover these additional services, leaving no remaining balance to refund.
  
  Once again, we apologize for the inconvenience this matter has caused. 
  
  Sincerely,
  
  Customer Advocacy Response Coordinator

• Initial Complaint

  10/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a vehicle and returned the vehicle in the condition I rented it in September of 2024. I was charged what I initially owed for the rental September 30, then out of no where Oct ******* I was randomly charged $450 with no explanation or contact from the company. When trying to contact the company they had me on hold for ********************************************************************************************************* the vehicle. I explained it must be a misunderstanding or the wrong vehicle because me or anyone else Did not smoke in the vehicle. I don't smoke cigarettes or Marijuana and it's ridiculous because this company is randomly charging people because they can get away with it if no one follows up on the discrepancy. I had to file a fraud claim with my bank and it caused a major inconvenience.

  Business response

  11/04/2024

  Payless Case: 68960274

  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case#********

  
  Payless values our relationship with travelers and always strives to do the right thing. We apologize for the 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
  ***********************

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im filing a complaint against the Payless Rental Car at the *******************************. I used Priceline to reserve a Kia **** or similar. They didnt have a Kia ****, which happens. However, I was offered an upgrade and instead was given a ********** G4 in poor condition. The car didnt run well; it stalled at a stop light, and the coolant light was going on and off. It had mismatched tires with a leak in the right rear; I had to stop and pay for air. It had a loud and rattling exhaust, and it did not have the lane assist or other options the Kia **** has. Furthermore the young person at the Payless counter added liability and roadside assistance without my knowledge, an extra $160. These extra charges were later refunded after several hours on the phone. However, giving people a lemon instead of an upgrade is deceitful and does not provide the experience they paid for (the sole reason people choose a vehicle). I could been have offered an equal or nicer vehicle if they didnt have the one i paid for. Also Payless customer service wasted 4 hours of my time on my vacation seeking resolution, something i cant get back. In general, I believe car rental practices need to change. More transparency about options and charges before the consumer arrives at the counter- as well accountability for car rental companies around the cars they offer. Consumers should be able to select all insurance/extra options prior to the rental counter if desired, so the bait and switch does not continue to harm consumers and their pocketbooks.

  Business response

  10/20/2024

  BBB #: ********
  Case: 68584489
  
  Dear ******* Cash, 
  
  In regards to the aforementioned BBB complaint case# ********, 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 ***************** location is independently owned and operates as a franchisee of *****************. We've forwarded your complaint to the owner of this franchise so they can respond. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Business response

  10/20/2024

  BBB #: 22422472
  Case: 68190127
  
  Dear ******* *****, 
  
  Thank you for your patience during our review, and again we do apologize for any frustration that this has caused you.
  
  Below is the reply received from our Operations Manager. 
  
  The requested information has been attached. All necessary information has been indicated in red for the credit and green for the final total of the closed receipt to lessen the confusion. When the final receipt was sent over it did include a statement to the customer that would have shown up as a note in the body of the email from our do not reply system. Unfortunately, we are unable to pull this message out to include in this message. 
  
  We thank you for taking the time to apprise us of this situation and your understanding in resolving your escalation.
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a car reservation through ******* for $150.55. When we arrived at the Payless rental counter, the agent told us "You don't have a valid reservation, it takes us 24 hours to validate a reservation from Expedia. However, we do have a car available for $460." When we said we'd go elsewhere, he asked if we had military discount. When I said no, the agent said "Don't tell anyone, and I'll give you that discount, lowering the cost to $334.10". We'd been traveling since 4am and were exhausted, and said ok.I called Expedia, and they said Payless was lying.Turns out Payless applied our Expedia reservation $$ and up charged us to the $********* was clear the agent was trained to do this. This is extortion.I've reached out to the Payless agency and their manager several times with no response.

  Customer response

  10/16/2024

  I've tried to attached a pdf of the Payless car reservation, but it won't send.

  The reservation number is 19439164US3; date 10/7/24; renter myself ***** *****.

  The Payless office id is **********.

  The Expedia reservation was for $150.55, which shows as applied to this reservation, with a total charge of $334.10.

  On 10/9/24 I called Payless to address this and was given the manager's email: ************************************ and the Payless management email *******************************************************************.

  Two emails to these addresses have not been responded to.

  If you can provide an email address I can send the reservation.

  Thank you,

  **** *****
  

   

  Business response

  10/17/2024

  BBB #: ********
  Case: 68190127
  
  Dear ******* *****, 
  
  In regards to the aforementioned BBB complaint case# ********, 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 location at the ***************** location is independently owned and operates as a franchisee of *****************. We've forwarded your complaint to the owner of this franchise so they can respond. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Business response

  10/17/2024

  BBB #: 22422472
  Case: 68190127
  
  Dear ******* *****, 
  
  Thank you for your patience. The ***************** location owner has advised that they communicated with you directly by email and arranged for an adjustment of your charges to correct the billing dispute. 
  
  We thank you for taking the time to apprise us of this situation and your understanding in resolving your escalation.
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Customer response

  10/18/2024

  I am rejecting this response because;

  1) I have received no email from Payless ********* about a refund (and, I never received a final receipt from them despite calling and asking and verifying my email address).

  2) There is no refund from Payless on my credit card.

   

  Business response

  10/20/2024

  BBB #: 22422472
  Case: 68190127
  
  Dear ******* *****, 
  
  Thank you for your patience during our review, and again we do apologize for any frustration that this has caused you.
  
  Below is the reply received from our Operations Manager. 
  
  The requested information has been attached. All necessary information has been indicated in red for the credit and green for the final total of the closed receipt to lessen the confusion. When the final receipt was sent over it did include a statement to the customer that would have shown up as a note in the body of the email from our do not reply system. Unfortunately, we are unable to pull this message out to include in this message. 
  
  We thank you for taking the time to apprise us of this situation and your understanding in resolving your escalation.
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Customer response

  10/22/2024

  I am rejecting this response because:   

  1) I have not received a refund on my credit card as **** stated.

  2) **** does not appear to be taking any actions to stop their agent & this agency from engaging in this illegal bait and switch activity: claiming the Expedia reservation is not valid, then trying to rent the customer a car at a 2x or 3x cost.
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We rented this *** on 09-29-24 for the purpose of driving to ************** to visit our grand kids. This *** was used as we would use our own ***. Nothing out of the ordinary. We returned the *** on 09-03-24. The attendant excepted the *** as is upon return. We were not told it had excess dirt or anything. On Sept 9th we receive a letter stating we were charged ****** for a cleaning fee. We were not advised to clean the *** before return nor have I ever been charged for normal use of a vehicle and I have rented numerous vehicles. How dare that they thing they can charge an unauthorized fee to my credit card. I have attached pics of what they consider excessive dirt.

  Business response

  10/08/2024

  Payless Case: 68004891
  Payless Rental: 334759294
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, complaint case#********
  
  Payless values our relationship with travelers and always strives to do the right thing. We apologize for any inconvenience this matter has caused.
  
  We thank you for giving us the opportunity to address your inquiry regarding the miscellaneous charge on your Payless billing for a vehicle cleaning fee. A detailed inspection is done after the car return is completed to efficiently process the check-in. These charges are billed separately from the final rental bill and may **** *-8 weeks to show a charge on the card.
  
  Payless does not wish to deceive anyone we do our best to make sure that all pertinent information is made available to our customers in a variety of places with our ********************** website and within the terms and conditions, were you acknowledged you have read and agreed to the terms and conditions of the rental contract which states you will pay a reasonable fee for cleaning the car's exterior and interior upon return for excessive stains, dirt or soilage attributable to your use. We maintain a nonsmoking fleet. You will also pay an additional charge if you smoke in the car.
  
  We have communicated with management at the Tulsa rental location involving this inquiry and we were informed that the charge is for cleaning the vehicle it was return with the presence of Dirt, and we were provided with photos and they stated the charge remain correct and no refund is in order.  
  
  However, upon review of the photos we have reduced the cleaning fee to $25.00 and a refund of $225 will post to the **** Card ending in 6010 within 3-5 business days. 
  
  Sincerely,
  
  Customer Advocacy Response Coordinator 
  Escalation Team 
  ***********************

  Customer response

  10/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I reserved a car through Travelocity at Payless at the ***************** from 9/20/24- 9/23/24.The price of this rental was $224.51 inclusive of all taxes and fees.When I got to Payless they charged me $567.12. They said that this was for a number of taxes, including a 36% "San Diego Airport tax" which does not exist, in addition to other taxes, fees, etc... that he claimed were not included in our $224.51 initial cost "inclusive of all taxes and fees".Reviewing the bill, he charged us $30 x 4 days in "upgrade fees" totaling $120! We did not ask for an upgrade, were told we were getting an upgrade or agreed to an upgrade!I have filed a complaint with Payless, *********** and disputed the difference with my credit card company.I was not able to find the address in the drop down menu so I chose a Payless location in ** that was one of the options. This dispute is not with that Payless. This dispute is with the Payless at the *********, ***********The receipt from Payless is too big to upload. I will email it to your office.Thank you,**** *****/ ******* ****

  Business response

  10/03/2024

  BBB# ********

  Payless case # 68152219

  Your file referenced above to the BBB has been forwarded to our office for review and reply.
  

  Our records show the Payless ********* location is independently owned and operates as a franchisee of *****************. We've forwarded your complaint to the owner of this franchise so they can respond.

  Thank you for giving us the opportunity to intervene on your behalf. 

  Sincerely,

  Payless Response Coordinator 

  Business response

  10/03/2024

  BBB# ********
  Payless case # 68152219

  Thank you for your patience during our investigation. 

  We have received the following response from the Operations Manager: 

  We are not entirely sure if the customer is getting our emails but we have already adjusted the contract to reflect their reservation total and replied back to two chargeback disputes. 
  Reference Number: J4CCST8TX9GP7TW3
  Reference Number: X3CCST8TX9GP7TW3
  The remaining total on the closed receipt of $224.51 is for the contracted rental days and matches the previously made reservation of $224.51.
  -$195.78 payment ID ************
  -$146.83 payment ID ******* 9/29
  
  A closed receipt with the credit information is attached.  

  Thank you for giving us the opportunity to provide you with this information.

  Sincerely,

  Payless Response Coordinator 

  Customer response

  10/03/2024

  I have reviewed the business response and I would like to file a BBB complaint for the franchise directly. I would like information about the specific franchise owner to file a BBB complaint with them directly.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a car from Payless Car Rental company at the *************** on *********** on 09/19/2024 thru 09/22/2024 upon getting in the car I noticed the car had tons of wear and tear on the exterior in the inside wreaked horribly of smoke you couldnt even turn on the air conditioner without the air filling the car with horrible cigarette smoke.I know that there is not supposed to be any smoking within the car there was also a sticker posted on the door. I have 2 children that have asthma. Upon picking up the car they didnt even have the car I requested to rent not to mention the car needed repair the 2 rear tires required the air to be filled in the tires 6 different times. I called Payless customer service and was told to take the car to any of the return centers which was only at the airport I was told they didnt have any other car to accommodate me and my family and we were already running behind. The customer service at the 800 # was horrible the lady was laughing with her co-workers on the phone and said they can give me half off my rental which is unacceptable and Id like an entire refund as the car shouldnt have been rented to me in this condition

  Customer response

  10/01/2024

  Reservation Number: 336810950
  Renter's Name: ********* J *******
  Rental Location: **************** *******, **
  Exact Date/Year of Rental: 09/19/2024-09/22/2024

  Vehicle #: 52125791

  White dodge charger

  Business response

  10/02/2024

  BBB# ********

  Payless case #  67851083

  Rental # U336810950

  Your file referenced above to the BBB has been forwarded to our office for review and reply.

  By way of explanation ABG takes pride in providing our clients with a  clean and well maintained vehicle.  We apologize that the vehicle to which you were assigned did not meet this standard.  We regret that we could not arrange a vehicle exchange.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions.   Based upon the details you provided, we voided the balance of the rental charge.  The credit issued to your MasterCard will post to the account within 3-5 days.  We hope that our actions will meet with your approval and you would consider using our service in the future. 
  

  Thank you for giving us the opportunity to address your concern. 

  Sincerely,

  Payless Response Coordinator 

  Customer response

  10/02/2024

  I have reviewed the business response and accept this resolution. 
  

  Id like a full refund of my rental car monies for that transaction and half off my next rental so a discount code or a coupon to use

  I went through ALOT of trouble in that rental car

*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. ↩