ComplaintsforPayless Car Rental

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I flew to Boston in October and booked my flight and car rental through *******. I was charged for both through *******. We could pick up our car anytime after 10:30am Oct 7 and return it before 10:30am Oct 11. Our flight arrived around 1:00pm on the 7th and by the time we got the car it was 2:30pm. Our flight on Monday was at 8:40am so we dropped the car off at the rental lot between 6:15am-6:30am and left the keys in the car as instructed. As you can see on the attached documents, ******* charged us for the car 9/12/21 and then Payless charged us again on 10/15/21. The charge from Payless was a little higher because we paid to have the gas filled. Since we got charged twice, I started with *******. They repeatedly tried to contact Payless but could not get through. So I tried calling Payless and could not get through. I went through their website. They eventually found my information. The case number is ********. They have all my information including financial records but are still giving me the run around. Now they are stating that I had the car longer than I had. Our last communication I sent a copy of my boarding pass to show the time and date I left and they sent an email claiming their was no time or date. At this point they are just playing games with me. When I checked the reviews on the Payless car rental site it is filled with bad reviews and experiences like mine. I was charged twice and they are refusing to refund me. It's over $700. As you can see by my flight information I could not have had the car longer than my rental agreement. Not sure if you can help me but this business should be reported anyway. They are ripping people off. Thanks ***************

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/02) */ In regards to the aforementioned BBB complaint Case ID# ********. We very much appreciate your taking the time to tell us about your recent experience. On behalf of our entire team, we sincerely apologize for the issue you had outlined in your complaint . What you experienced is unusual, and we are extremely disappointed that your rental experience with Payless did not measure up to your expectations. We are sincerely sorry for any inconvenience you experienced during your rental. We are working diligently to maintain our high service levels, and your feedback is valuable. By a copy of this report, I am advising appropriate members of management of this situation to help prevent any recurrences in the future. Upon review of your rental details our records revealed that on November 27, 2021 a refund in the amount of $753.39 was issued to the **** card ending in **** that was used for the rental. Please allow 5-7 business days for the processing of this refund. Sincerely, Payless Customer Service Escalation Team Avis Budget Group Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for helping me get my refund

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a vehicle from Payless Car Rental on 9/10/2021 at the Denver Airport. After standing in line for two hours with a bad knee, I was sent to a car for the purpose of using to attend my daughter's wedding. The security guard at the exit gate went over the damage with me on the car (Rental Agreement# **********). There was 3 places damaged on the car ...one of them being a cracked windshield. The security guard told me to take time stamped photos of these issues. That night I didn't feel comfortable so I went back first thing the next morning 9/11/2021 and had them write up the damages so that I could have proof. They did. When I returned the car on 9/14/2021, no one went over anything concerning the car with me. I was simply told to leave the keys in the car. After, one week I received a receipt stating that all was good and charges were complete. Two months later, I received an email stating that they were going to charge my credit card for $210 because of a cracked windshield. I immediately called them disputing this on 11/18/2021. A customer service representative sent me a notice stating that there would be no charge. Then on 11/22/2021 a charge for $210 was placed on my card. I immediately called again and now they are telling me it will be 3 to 5 business days before the charge is reversed. This company needs to be investigated for credit card fraud. There are many instances that people are complaining about just like mine. Please assist.

  Business response

  01/19/2022

  Business Response /* (1000, 10, 2022/01/04) */ ************************************************************** Dear Mr. *******, Your file referenced above to the BBB under case# ********** 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 refunded the damage charge billed on your rental. A credit of $210.00 was issued to your *********** account on November 26, 2021. The credit will post to the account within 3-5 days from the processing date. We apologize for the inconvenience 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

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My girlfriend and I rented a Payless car on ********* from November 13th to November 19th for ~$249.35. When we arrived to the airport, we were sincerely bamboozled by the service agents at the front desk, who ended up charging my card way more than necessary. When we arrived to the Payless car rental facility, the employee at the counter verbally ensured us after going through our options that we would only be charged $250 on one card for a security deposit, and another $255 on the other, for a total of $505 for the trip. However, we did not realize at the time that the contract did not align with his words. We were charged a total of $750. $505 on one card, and $250 the other. The person at the counter of Payless Car Rental was in a rush to get us moving and was not interested in making sure that we understood all the details of the rental. When my girlfriend told him she was a little confused, he showed annoyance at us, dismissing our concerns and making us anxious and uncomfortable as new travelers. We were going to be going from San Diego to Los Angeles, which he told us was fine. He confirmed that we could return the car at their LAX location and we also confirmed on their website that they did, in fact, have a location there at some point. When my girlfriend went to return the car on her final day in California, she drove to the location which ceased to exist. She has a flight to catch and was forced to leave the car at the location that was stated on their website (which turned out to be *** Car rental.) The company was forceful to my girlfriend over the phone and tried to convince her to accept being charged an unreasonable amount of money to have the car retrieved back to their SD location. We were taken advantage of during a vulnerable time of travel anxiety. We were not the first victims of their shady practice, and will not be the last- unless real action is taken towards this company. Confirmation Number: *********** Airline:******************

  Business response

  12/14/2021

  Business Response /* (1000, 10, 2021/11/30) */ ****************************************************************************************************************** Thank you for contacting Payless Customer Service regarding your recent rental with us. We are sorry the charges displayed on your final bill are different from what you were expecting and will be pleased to assist with your concerns. After carefully reviewing your rental charges. I show acceptance for our Collision Damage Waiver at pick up. At our San Diego location, One Way Rentals are not permitted. All vehicles must be returned to the renting station. We understand your frustration and we have reduced the cost of the Recovery Fee to $500 and issued a refund back to the card on file. Please allow 3-5 business days for the refund to reflect back. Thank you for taking the time to let us know about your experience. Every interaction matters to us and customer feedback serves as a valuable tool to direct our attention as we continually work to reinforce these processes and procedures moving forward. Sincerely yours, Pre Washington Payless Customer Care Consumer Response /* (3000, 12, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello and thank you for your response. We thank you for sending us the partial refund. However, we would like to continue disputing the claim of having the car picked-up and dropped-off at different locations. We have attached a video of the ********* website where we initially confirmed out Payless car rental. ********* is a partner of the Payless company. The flow of searching for a pickup in San Diego and dropoff in Los Angeles was recommended to us by ********* as a valid option. If this was not the case, we would not have rented the car via Payless. There is no way to confirm this, but we are two very diligent human beings, and we even asked the man at the front desk if it was okay that we would drop the car off at LAX, to which he replied yes! This error does not seem to be a fault of our own, and we are sincerely looking for help. Business Response /* (4000, 14, 2021/12/05) */ We apologize for the inconvenience but we are not able to discount further due to the costs associated with the downtime and relocation of the vehicle that was dropped at another location. The reservation that was booked was booked with the vehicle being returned to the San Diego location. There is no site that allows a one way booking. The rental agreement clearly stated return to San Diego. The contract has a signature portion that states the vehicle must be returned to the San Diego location. All of our staff are aware we are an independent franchise that does not allow one ways. In speaking with the rental agent he states there's no way he would've stated it could drop at another location and has been with the company for years. If there was a site you spoke to that stated this was possible I would definitely contact them for further compensation as the location definitely provided enough information as well as the vehicle would not have been able to have been reserved if there was any intention of one ways. We believe the compensation was more than fair as the location has to incur the cost of retrieving the vehicle as well as the loss of the ability to rent the said vehicle until we're able to get it back to the location. Consumer Response /* (2000, 16, 2021/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello and thank you for your response. We understand the position that the Payless company is in and respectfully accept the compensation/resolution already provided by the company. Maybe there was miscommunication between us and the agent who we thought told us our dropoff would be okay. Either way we will be forwarding our complaints to the ********* website where we first confirmed the rental for our trip as shown in the video provided. Thank you for your time and understanding.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Payless has extremely deceptive charging. I had to call them several times to address. They told me it was corrected and then sent me another summary that had incorrect charges. They know it is a huge issue to reach their customer service - hold times are over 30 minutes. They are still incorrectly billing me.

  Business response

  01/14/2022

  Business Response /* (1000, 10, 2021/12/22) */ Regarding the BBB, as mentioned above, complaint case# ********, thank you for allowing us 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 you have already reached out to our Customer Service Office and had your concerns resolved. On November 24, 2021, the over-payment of $225.37 was issued to your ********** that was used for the rental. Accordingly, we are closing our case file. Sincerely, Avis Budget Group 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. ↩