Payless Car Rental
reviews and complaints

I returned a car rental on 1 7/22 and never received my $500 deposit back. I called several times do not answer the phone. Went down to San Diego airport a girl named Nina said she would talk to the manager and resolve nothing as of 1/24/22

I rented a car from Payless in Orlando Airport on Sept. 25, 2021. Everything went fine until 4 days into the rental. The car, a Chrysler 300 with 13, 000 miles on it, would just stop for no reason. After checking on the internet I found that Chrylers have an issue with their transmission & TCP valve. At low speeds the torque converter can't keep the pressure to the transmission thus resulting in a shutting down of the motor. I contacted Payless Roadside assistance through the website & advised them of the issue. 2 days later they emailed me stating I could return the car to the nearest Payless agency. I was on vacation so I didn't see the return email until the end of the day. The closest Payless agency was at Jacksonville airport 1 hour away. We weren't going to use the car the next day so we decided to wait until we took the car back to Orlando the next day.
October 2, 2021, we left with plenty in of time for the airport in case something happened to the car & it did. a half hour into the return trip the car stopped on the I-95 expressway. I was able to get the car on to the exit ramp #289 at Palm Coast. I contacted Roadside assistance & after 30 minutes on hold I advised them of what had happened. They started a ticket & said that their towing company would text me as to their arrival time. I received the text & it stated it would be 2 hours before they got to us. Well 2 hours in 90 degree Florida heat wasn't going to work. I contacted the towing company & they advised me that if they knew it had to go to Orlando they wouldn't be able to retrieve the car for 6 hours. This is going on 2 hours since the car stopped and during that time a county Sheriff had arrived. I advised him of what was happening and he stated that the car could not stay on the exit ramp and needed to be towed to a local tow yard ASAP. He then called for a tow with the closest tow company, which arrived in 30 minutes. The car was towed to their yard & we again contacted Payless Roadside assistance to find out what to do to get to Orlando airport to catch our flight. They advised us that we were too far away for them to come and get us and that we should fine our own way back to the airport. We were able to contact Uber and a driver arrived within 10 minutes. As soon as we arrived at the airport & checked in we went to the Payless rental counter. We advised them of what had transpired with their car and gave them all the information for the location that they could retrieve their car. The counter agent copied everything & gave a card to me with contact information for the Payless Orlando airport manager.
10/4/21 I tried to call the Orlando Payless airport manger, Mr. Nikolai Brown, from the card I received and reached only his voicemail both with office number and mobile number. So I emailed the address on the card. My email was returned as "delivery failed."
10/5/21 I contacted John's towing (the lot where the rental car had been towed). I asked if the car had been picked up and was told it was still there. Tried to contact Mr. Nikolai Brown again by calling both numbers on his business card numerous times and was always routed to the voicemail. Called roadside assistance again and talked with Barb. I gave her the prior ticket number #9489649 and she said the ticket was cancelled because the car was towed. I advised her of the situation so she started a new ticket # 9490108 but said it would possibly be 2 weeks before it would be picked up. I failed to ask if I was going to be charged because at the time I never imagined that Payless would try to make me pay for the yard charge after I had checked the car out with the rental desk at the airport on the day the rental car was due back. She advised me that if I didn't hear from Payless by Oct. 18th I should call the direct line [protected]. She also text me the Avis/Budget refund email, [protected]@avisbudget.com.
10/6/21 Emailed Payless customer service requesting status of the car. They returned an email requesting the information of where it was, what happened to it etc.
10/7/21 I replied to the email from Jose customer service representative, with all the questions they asked and I attached copies of the receipts for the expenses that I incurred from John's towing, Uber, and Southwest Airlines. At this point I was simply trying to get reimbursed from Payless for the expenses incurred because their car failed mechanically before it could be returned. Payless replied to my e-mail on 10/9/2021 and they advised me that my request would be reviewed. A case number was assigned to the request for refunds of my expenses, case# [protected].
10/18/21 I contacted Payless with through the email and through the refund email and advised them of the charges to be compensated. I attached the receipts to that email again. They reviewed it and refunded the Uber expense of $188.76. I replied I wasn't satisfied with this and replied as such. There was nothing further regarding refund of my expenses. Throughout the day and into the next day I continually emailed customer service to try to get some satisfaction of my refund.
10/19/21 I again contacted Payless Customer Service to talk to someone regarding their refund "offer." It took over 30 mins. on hold before someone responded. Jose denied any further refund so I asked to talk to his supervisor. He tried to transfer me by putting me on hold again for 16 minutes only to be disconnected. I received a return email that confirmed the issue I was having getting through. In the meantime I checked my credit card and found a charge for $2, 586.22. I sent out another email to advise them that I noticed that they charged my credit card $2, 586.22, when the original rental agreement charge was supposed to be $575.95 (which had been previously). I advised them that I was going to deny the charge to my credit card.
10/20/21 I called Mr. Brown on his cell phone line again at 7:15am CST and left voicemail which was never returned. I then called Payless direct line at 7:33am CST and talked with Jose and explained that the charge for the rental was excessive and he explained it was due to a impound charge for their vehicle that failed mechanically on route to return Orlando airport. He also said there were late return charges, towing, & fuel charges. He then said these charges were my responsibility even though it was their vehicle that quit running. I asked to speak to his supervisor, and he tried to connect me. After 20 minutes he came back on and said the supervisor will return my call. I waited all day and the supervisor never called. I emailed the customer service again about not getting a call from the supervisor. I received an email stating that if I call the direct line and ask for a supervisor/manager I would be connected to one.
10/21/21 I called Payless direct line again at 7:32am CST and Jose answered at 7:43am CST. I asked for a supervisor and Homer answered the call. He advised me that the issues with their car were my problem and that I was responsible for all charges. I demanded satisfaction for it was their vehicle that failed to operate for the length of the contracted rental. He said he would look to see if there were any discounts he could apply. After 20 minutes he came back and said he found a $300 coupon and he was going to apply to our credit card. After 2 days it was applied as a discount. So between the Uber refund of $188.76, and the $300 refund I am back to getting the expenses I incurred for just getting back to the Orlando Airport on Oct. 2, 2021.
10/27/21 I sent another email asking about my refund regarding the overcharge on my credit card. Didn't receive a response from Payless, so I contacted my credit card company to dispute the overcharge. I also called my credit card company talked with Chris and he advised me that the dispute will be under review.
11/3/21 I received a message on my credit card account asking for additional documents backing up my claim and this is where it stands now. The additional excessive charge from Payless for their vehicle failure along with their delay in retrieving their car is the matter I am disputing.

I reserved a car rental at SEATAC airport Friday July 2nd at 12pm through Sunday July 4th at 630pm. I called in several times prior to my arrival to advise that my plane times were changed by the airline and I wanted to modify my reservation. Customer service told me on 3 occassions to just get it changed at the counter upon arrival. I followed their instructions at arrived at 10am to pick up the vehicle and advised I would be returning on on July 4th at 630am, not the original 630pm. The reservation rep advised that she would not modify my rental and charged me an extra 200 for getting the rental 2 hours early (even though I was told I could just modify the reservation at the counter) and refused to modify the return time to 630am. Therefore, I was charged 200 for a FULL day of the vehicle that I did NOT use.
Lastly, I was put into a vehicel that had just been smoked in and I had two small children with me. I was not able to get moved to a different vehichle.
I need to be reimbursed for the 200 that I was charged for getting the car early and for the 200 I was charged for the car rental until 630pm.
I asked to speak to a manager but one was not available. I have tried calling direclty to the manager with no luck

My Payless car number was [protected] / Plate FL QNXL75 / Pick up 4/5/21 / in Tampa Fl / Rental Agreement number [protected] (could be 843) can't read it. I rented a car online - was upsold to another one - went to pick up and we couldn't all fit into it - went back and got a different car - found it full of food and dried liquids on seats - dirty - hand prints on glass - coffee spills on drivers seat - pizza in third row - dirty exterior - GROSS. The car was GROSS! We drove to a local grocery store and noticed how dirty the windshields were. We took photos of it on pickup. With COVID you would think you would CLEAN the cars. We had traveled for 13 hours and waited two hours to get our car - we didn't want to go back up and wait another hour. I expected better from you guys.

I was put in a dangerous and unsafe rental by payless rental. I was trying to meet a scheduled time and did not check the vehicle a Toyota RAV4 that I up grade at the pick up (TIA). The attendant did a walk around and said everything was ok. I went to pick up my family the RAV4 started to shake I know I needed to be where we had to be so I was thinking that the tires may need to be balanced and that I would call a payless when we get there. When I got home and looked I could not believe what I was seeing the tires on that vehicle was not fit to go around the block. I called and was told no one would be there until 10am. I needed to go so I returned to TIA to change that vehicle and was given a run around about what vehicle I had rented. I paid for and up graded it at TIA when I got there that morning. I had to except what they gave me because I needed to go. THIS WAS THE WORST EXPERINECE I HAVE EVER HAD RENTING A VEHICLE. The picture I took is a little bluer but you can see the tire is bald. I will send to expedia who I use.

Date of Incident: 9/25/2020 Atlanta Jackson Hartsfield Airport. He booked a vehicle to be picked up at 7:00 pm this evening only to pay for an Uber to get to the airport and be told by the employee that they were not honoring reservations made today. Very confused by this, as we were able to reserve and then he was told no vehicles. Then proceeded to laugh at him as he walked away from the counter. Copy of the reservation is below:
Reservation dates
Sep 25, 2020 - Sep 26, 2020
Itinerary #
[protected]
Confirmation
13180596US2
Pick-up and Drop-off
Pick-up
Sep 25, 7:00pm
Atlanta (Hartsfield-Jackson Atlanta Intl.)
If in fact there were no vehicles to be rented, the website should not allow such information to be inputted and therefore no need for this complaint. I will also being writing reviews on your social media sites as well as reporting you to the BBB. It's an absolute shame that you have individuals representing your company in such a manner as this.
We can be reached at:
[protected]@gmail.com

I have had 2 Cases with them Case# [protected] and [protected]. I returned both vehicles on time. No one was at the counter when I returned the vehicle, only a sign for customers to return the vehicle and leave the keys in the car. Went to the counter where rentals are initiated, no representatives available for assistance. I call the customer service line to advise that vehicle has been returned on time and reps that I spoke to assured that they will close my account as vehicle has been returned on time. I have not received an E-receipt, 2-3 days later. So, I call Payless Cust. Service and spoke to a Rep. Both vehicles have been left open as I had not returned the vehicle. Why? Cases have been filed. This is so unprofessional, as I have time of when I called right after I returned the cars and whom I spoke to. This should not be happening. Twice!

I returned my rental so the 15th of Dec 2019 at which time my rental was paid in full, that was $855.80 for 4 weeks. On 12/19/19 another ch as the of $290.92 was charged to my account where they immediately returned $76.67 of the $290.92. When I called the first time to find out why such a charge had occurred I was told they didnt know but would look into it and given a complaint number, I was also told I would be contacted right away. Well I never was contacted and have since called back 2 more times with the same out come, no one can tell me why my scout has been charged but they are looking into it and I will be contacted. I think its total [censored] that a company can charge your account for no other reason than because they have the information and then hold onto the funds for as long as they like as long as they are "investigating the situation. I cant speak to a supervisor to try and get the issue resolved because I'm told there is nothing anyone can do about the issue. I have never in my life heard of a company pulling something like this but to not be able to speak with someone to get it resolved really takes the cake. I will wait til Jan 2 2020 then I am going to file with the BBB and hope something can be resolved from there. It's not like $213 is alot of money but when you live on a budget as I do it could mean the difference of paying your Bill's or not paying them
Completely unsatisfied customer

I prepaid my car rental in advance. Upon arrival to pickup my car at the Kahului Airport, the agent offered to upgrade my car which would cost me an additional $93.37. I agreed. They only charged me $100.00 for the deposit, rather than $200.00. So, the total charge was $193.37 for the upgrade and deposit. I rented the vehicle for 11 days (October 11, 2019 to October 21, 2019). I returned on October 21, 2019 with no problems whatsoever. After 5 business day, I contacted Payless Customer Service and requested information as to when my deposit would be returned. As of today (Nover 6, 2019), they refused to return my deposit nor they have answered my calls or emails. At this point, I am ready to make a complaint with the Better Business Bureau and/or file a small claims complaint. I am certainly not going to wait months just get a resolution of this issue. This is a simple issue...just return my deposit!

J. Aguilera

I rented payless rental car for 2 weeks. Payless rental car gave me Smoke smelly car at the time of pick when they committed to provide smoke free car. I reported back to the rental counter immediately and they said there is no other cars available, bit you can take the car to cleaning there and their staff members can help to remove this smell by cleaning properly and all. I took it over and they did vaccumed, cleaned and put air freshener and it looked better. So I took the car home and I also needed the car for office commute, drop kid in school. But started smoke smell coming out again and again. I drove same car for 1 week with same smoke smell and I got sick with heavy cold, headach, cough. I don't smoke and never experienced the smoke smell like this continuously. Payless rental gave me such heavy smoke smelly car which caused me sick and still recovering from it. I hate it. Totally disappointed with this service. But later at end of 1 week reported this to payless and they helped to swap the car and 2nd one is good. However at first place payless rental car should not have offered the smoke smell car when committed to provide smoke free car. They don't follow what they committed to do and in fact they even charged $2 extra for that car as well.

On August 29th I picked up a rental at Payless at Memphis Tn airport. The rental agreement was for $101.98. I returned the car as agreed timely with a full tank of gas on September 1st. I filled the car up at a Citgo gas /market on the way to the airport and paid $20.24. Charged the fuel on my bank card. Have proof showing transaction on my bank statement. Payless ran a charge of $201.00 on my bank card on 9/5.
I called Payless over a dozen times trying to find out why I was overcharged. Never could get anyone at Payless to tell me why or what this was for. I never received any email communication or phone call from payless as to why. I opened a claim with my bank to dispute this overcharge of $91.02 . My bank just contacted me today and told me that Payless told them I was overcharged because I did not fill the tank up before returning. NO SO! I have proof showing on my bank statement. I also have a copy of my flight itinerary showing my flight out of Memphis on 9/1 after the car was returned. Your customer service is the worst. I have yet to speak to someone at payless to listen to the facts and resolve this by refunding the $91.02 . Payless don't you have employees to check the fuel gauges when cars are turned in? When I dropped car the lady who was very busy and by herself, told me to pull the car up leave the keys in it. I said to her don't you need to check the car and give me a receipt. She said no. Really payless? Is this your customer service? Then you think you will get away with charging me $91.02 when I rented a VW beetle and filled the tank up before turning in? This experience with Payless has been a nightmare. I have made more phone calls to payless and my bank regarding this overcharge. I want my money refunded!
Payless rental agreement # [protected]

Hello,
I rented a car with Payless from 10/14-10/19 from San Diego, CA. When in Los Angeles, I got a flat tire. I called my AAA to come change it. In the meantime I called the Roadside service on what to do since I was 100 miles away from my hotel and would be driving on a spare tire. They suggested I switch cars and not take chances and sent me to the closest Payless by the airport. I got there (late and in the dark) and that counter said they no longer have Payless but I need to go to Avis instead. I then had to find Avis at the airport and the workers there did not seem to know that Avis took over Payless. It was so frustrating and confusing for all. I still had a 2 hr drive and was it was after midnight in my time zone. So exhausted.
Avis at the counter then gave me a different car.
My biggest problem was that the roadside number did not know that this was owned by Avis and the workers at this Avis did not realize Payless was taken over by Payless. I was on a wild goose chase. I lost some important time on my short vacation to California.
Can someone please help me with my bill?

Barb Gibson
[protected]

Rented a car where windshield was already cracked with tape on it. Now I charged on my credit card for something I didn't do. Submit emails trying to upload video to no avail. Keep getting same response about unable to accept video. [protected] is the number attached to the file. The video is before I left the garage/lot. I rent frequently, however this was my first experience with this rental car company and i've never had such a bad experience with any other company. Payless car rental has ruined any future with them

When I arrived to the ATL Airport to pick up my rental, I was told that they were out of cars. Of course this is inconvenience being that I have a wedding to attend and they're telling me this wait can last anywhere from an hour to 2 hours. I went back to the desk to see if they had any upgraded vehicles and I was told no and that they would call me when a car becomes available. There is no telling how long I'll be sitting here waiting.

It's disappointing that, in this age of social awareness, there are still some hold-outs where racism is alive and well. On returning my rental car at Maui Airport at around 12:15pm on 10/7/2019, I stopped the car where directed by the Payless person. A short while later, another car driven my a Hawaiian looking person pulled in behind me. The Payless attendant walked straight my car and served the Hawaiian person behind me. When I was finally served by your Angelica, she simply ignored my concern and walked away.
This sort of behavior discourages a person from using your service in the future, even if the vehicle and the price are fine.
My name is David Stewart
Ph number [protected]
Rental agreement # [protected]
Mahalo

Payless: Payless, 6 Sylvan Way, Parsippany, NJ 07054
Rental Agreement number: U316132703
Reservation Number: 11191941US5
xRef: [protected]
RR#[protected]

To Whom it may concern:
I rented a car through Southwest Airlines Visa card, I chose the Payless Car rental on August 10, 2019 for September 5, 2019 through September 10, 2019 in Seattle, WA. According to my confirmation $254.36 was due when I picked up the car on September 5, 2019, Reservation (11191941US5)

When I picked up my car on September 5, 2019 I was handed a bill that said $404.88 was due and was told by the agent at the desk that the overage was a "deposit" and would be refunded.

When I dropped of the car on September 10, 2019, in Seattle, WA there was no one at the Kiosk, nor was there a drop box for the key. I left the keys in the vehicle. I went to the 5th floor to the building and to the Payless desk, there was no one there. I then traveled by bus to SEA Tac for my early morning flight. I tried to call the desk that was supposed to be open 24 hours several times, no answer. I then called the 800 number on my rental agreement and spoke with Karen, who asked me to deliver the keys to the desk. I informed her that there was no one at the desk and that I was at the gate and would not be traveling back to the car rental agency. (Phone ID #[protected]). I called the local rental desk number again when I landed in Phoenix, AZ to see what the status of my rental was and did not get an answer. I called the local rental desk number again when I landed in Raleigh, NC (7 hours later) and got someone on the phone who said that they did get my car and would be sending me a statement for my car by email. I received the statement and surprised to see that it was for $404.88 and that the "deposit" was not refunded.

When I realized that the deposit was not refunded I called the 800 number and was told that my case had been closed. I informed the operator that I had been charged incorrectly and she said she would open a new case and was given a unique ticket reference number of 105F968 and I would hear from Payless.

On September 12, 2019 I received an email stating that the deposit went toward the rental total and that my case was closed. (Payless Customer Care Case [protected][T131D16A]). This statement is incorrect, again, I was told that the deposit would be refunded.

I am copying Southwest Airlines with this correspondence so that they will know how their vendors treat their customers. I am dissatisfied with the outcome of my rental. I was charged more than I was told I would be charged. I am requesting the return of the "deposit" (by my calculations the amount I was overcharged was $150.52) as indicated by your desk agent in Seattle, WA.

I rented a vehicle from the San Francisco airport office. I had the car scheduled for a week but told agent I may need to extend a 2nd week. They said I could call the number on the receipt to extend the rental. I did so after the 6th day to extend 1 more week.
Upon dropping the car off the following week I was billed twice the amount.. the rep said you charged me additional amounts because the rep I spoke to never extended my rental for the additional week.
I was billed $623 and it should have been around $314

While at the Payless rental car facility, the vehicle I rented was stolen in the Payless lot. A police officer came to the facility and took a report stating that the car was stolen from the lot. The key for the car was given to the facility by me. Your customer service team insist that the car was left running and the keys were in the car. That is not true. The keys were given by me to Payless facility. The car was left running because it was too loud and I was at the facility door complaining to the Payless representative that the car was too loud and I was having issues shutting it off. The car was closer to the agent than it was to me. I am being held responsible for Payless not being a secured facility? I never wanted that rental. I waited over 35 minutes for my original request which was a Pick up truck. I was then informed that there were none available and that I would have to take the Charger. I have no need to wish to cruise around in a Charger. I have rented multiple times from Payless and have never had an issue.

I flew into Denver airport. Our flight arrived into Denver at 10:30 after getting bags and waiting for shuttle we arrived to payless car rental about 11:15. I had a reservation but when I got there they only could give us a big cargo van to drive around denver. They said I could go to another rental place but at 11:30 with a 10 year old it was not an option. They said I could return in morning at 6:30 to trade van in. I had no choice not to do this as I cant drive around a city as big as denver on a huge cargo van. The worst part is I was on a mini vacation and my first morning I had to wake at 6:30 to drive an hour and a half round trip to exchange this van for the car I was originally supposed to have. My plan was to enjoy my mini vacation since I haven't had one in a very long time not to mention it was mine and my sons first vacation since his father (my husband) passed away.
When I arrived Friday morning to do exchange I was explaining to front desk lady that it wasn't my plan to drive over an hour to exchange car. Her response was well you're lucky you even got one.
I bit my tongue because I didnt want to cause a scene. That was completely out if line.
Then to offer zero discount or anything for my troubles is also unacceptable. I am going to write a review but please I'd like someone to contact me first to try to make this right.
Thanks,
Kelly Francis
Email:[protected]@yahoo.com
Phone:[protected]

Case ID number [protected]
I'm clearly not the only one here.
I picked up my vehicle at Denver Airport July 26-28 I told the associate what my original quote was, I didn't want any upgrades or add-ons and he verbally acknowledged. Since I had already waited an hour for two people I'm front of me, I believed the guy when he told me to "sign" and leave. When my car was returned, I was charged double. An extra day I didn't have it, XM radio, tolls that didn't exist (I lived here) automatic gas replenishment, etc. Any tiny thing this horrible employee could make a couple dollars commission on. I opened a case, and basically was told "too bad" Funny I work for a fortune 100 company who uses "Payless" consistently for business travel. I've already scheduled a call with headquarters to ensure we do NOT do business with them at all anymore if this behavior is acceptable from their paid employees.