ComplaintsforPayless Car Rental

• 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

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Car was rented on 7/25/24 (Payless confirmation #********US1). Contacted company on 7/29/24 after return, as car was in dirty condition. **************** agent with ********************** directed me to a supervisor, who set up a dispute of payment (Payless TKT ********) and filed claim, in addition to adding supporting photos, as directed by company. Resolution, per supervisor I spoke with, was to reimburse my card for one full day rental, as condition of car was not acceptable. I have contacted company numerous times via email and phone call. I have had two representatives hang up on me and emails replied to refer me to a different complaint I made. That complaint was also resolved by BBB (BBB#********), however, was in reference to an unauthorized charge. This particular claim has not been resolved-- I have no record of receiving the one day rental cost reimbursement ($403.74) but only full amount paid. I am exhausted attempting to find solution myself and feel I have made adequate attempts. The unprofessional actions of this company and its customer service representatives is so outrageous, I don't want to pay them for the car at all.

  Business response

  09/28/2024

  
  BBB #: 22075734
  Payless Case: 66827131
   
  Dear ******* *******,
   
  In regard to the aforementioned BBB Complaint ID: ********, thank you for giving us the opportunity to address your concerns once again. We understand that this is a frustrating situation, and we apologize for any inconvenience caused. 
  
  We have reviewed your complaint and the previous complaints you filed. Based on our records, the credit for the one day of $424.99 was issued on August 13 to the **** card ending #**** which is the card on file for your rental. In addition to this, you also received a credit of $140.31 on August 3 for the cleanliness of the vehicle. An updated receipt was emailed to you confirming these transactions. 
  
  As a result, we believe that this matter has been resolved to your complete satisfaction. Therefore, this case will be closed. 
   
  Thank you for reaching out to us regarding this matter and allowing us to assist you.
   
  Sincerely,
   
  *****************
  Customer Advocacy Response Coordinator

  Customer response

  10/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I prepaid through ******* for a rental car. My flight was delayed and when I showed up the rental car company was closed and I was stranded at the airport with my infant daughter. I got an **** to a friends house. The next morning I called back and forth between payless and Expedia, was told I had to go through ******* to make sure my reservation was good. Expedia called Payless and then told me that everything was fine and I could go get the car. I was supposed to pick it up at 10pm on the 25th and I picked it up on the morning of the 26th, again told that everything was fine the reservation was being honored since I had no control over a flight delay. When I picked up the car at Payless they charged me $214.16 and assured me that I would get it back, that it was just for incidentals. I told them I wanted to make sure not to have any extra charges and I spent several minutes confirming that they would return the$214 charge. But they never returned that money. When I called customer service they said they wont return it because I was a no show, but they refunded me $43 for gas!? Why did they charge gas in the first place when I returned the car with a full tank. Neither Payless or Expedia told me that I would have this high charge, I was told that my reservation was still good. This is not acceptable, it is not ok to say everything is fine and then sneakily charge a person extra money. I consider this theft. I would like the remaining refund of $171.11 I would not recommend anyone use Payless for their car needs.

  Business response

  09/17/2024

  BBB #: ********
  Case: 66752584
  
  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 the system charged a different rate due to picking up the following day. Based on the details provided we have honored the rate from your reservation and processed a refund of $171.11. Please allow up to 10 business days for this refund to post. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We arrived a payless car rental on Saturday, August 31 to get a rental car from them at the airport. We had booked this rental car last minute because they were one of the only ones who had cars at the airport. The guy at the desk was upset that we made the reservation online instead of coming to the desk first. So they one of my credit cards for a $250 deposit and tried to swipe that same card for the remaining balance of the rental as well. He informed us that it did not go through because it wasnt enough on my initial credit card to cover the price of the deposit and the price of the rental. So then, he proceeded to swipe my debit card for the deposit of the rental car, he said that did not generate a contract so he then proceeded to swipe that same card two more times after that!! So in total, he swiped my cards for a total of $1,000 and we did not even rent the car!! I lost 1 $1,000 on vacation before we even got out of the airport!! After asking him numerous times will all of this money be refunded, he expressed to me that these were just pending charges and the money would fall off in 24hrs. With it being Saturday and a holiday, I was aware that it may not fall of until that Tuesday . Tuesday came, charges was still there. I called my bank, the bank told me it would fall of on Friday September 6, 2024, that also did not happen. Here it is Monday September 9th, 2024 and the charges are still showing. I cannot get in touch with them, they will not answer the phone. ******* tried calling them to get them to release the funds, they cannot get in touch with them as well!! I just want my $1,000 back from a rental car that we never received!!!! I really believe this guy tried to scam us because we did not book through the desk so he could get commission from the booking and upcharge us since it was the holiday. Confirmation # ********us3

  Business response

  09/17/2024

  BBB #: ********
  Case: 67673706
  
  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.
  
  As the rental was denied the only way we can look up the hold attempts is with the first 6 and last 4 of the credit/debit card(s) in question. For example 1234-56XX-XXXX-1234. If you can provide the affected card numbers we are happy to investigate this matter additionally. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After returning my rental, we were charged $150 for out of state travel and another $18.06 (no notifications were sent to us about charges, they just proceeded with charges). Opened case in Dec 2023, case: ********)- called like 7 or 8 times- most horrible service. Could never get a manager on call because they "didn't have one". They never provided clear proof of amount of miles I travelled to *******. I stayed right at the border (3miles out of CA)- traveled at the most like 20 miles within **. Company has no proof whatsoever, asked and asked for proof, otherwise a refund. 10 months later, nothing was done. Only received email with some details of charged but no proof. I want my complete money back of $150 for not having any proof as well as my $18.06 which was a deposit. WORST SERVICE I'VE EXPERIENCED. Wonder how many more customers they have stolen from.

  Business response

  09/16/2024

  BBB #: ********
  Case: 61007726
  
  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 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

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a car on, August 20 -24, 2024, extended to August 25. Unfortunately, I had to drive back to airport for extension due to the phone lines was constantly busy. On Sunday, August 25 at 8:57 a.m. I returned the vehicle to the lot asked an employee outside where to park, I parked in the third from the entrance, went inside I was one only customer inside, the representative asked where are the keys and said to leave them in the car. I went back out to place keys in car cup holder. As I was coming back in I noticed the sign on the door saying to leave keys in car. The representative proceeded to check in the car and said I would shortly receive an email of final cost to be charged. I thought it was strange I had a family member that checked in there vehicle an hour after me had received there receipt and was erroneous billed for gas. On Monday, August 26 I had not received an email so I decided to call. The number listed on the rental agreement is constantly busy, it was a tedious trying to locate another customer service number. I found a number called and provided the rental agreement #********* for the ****** location. I was told the car has not been checked in and list as still being out and it would require 7 to 10 days to review, which is absolutely crazy. Also, I was billed an additional $200 hold fee that was to be refunded. I would like to ensure the car has been checked in and I well not be charged any frivolous charges. Included a picture of mileage and gas levels upon car return. Thank you in advance.

  Business response

  09/04/2024

  BBB #: ********
  Case: 67486219
  
  Dear Mr./**************, 
  
  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 review show that the rental has since been closed. 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 allowing us to assist you. 
  
  Sincerely,
  
  Avis Budget Group
  Customer Advocacy Response Coordinator

*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. ↩