Payless Car Rental

Charlie at the counter was the best! Easy pick up and return, clean car and great price.
Mar 8th, 2024

Great staff. But getting a car with 68, 000 plus miles, large hole in carpet, stained seats all over, poorly repaired front end damage...I'm feeling some kind of way. This is an embarrassment to Payless. Might need change name to "Get less" Because I sure got less than all other members of my team getting courtesy upgrades to chargers and mustangs, all had less than 3k miles, key fobs, remote start...Pay less gave me a mechanical key Corolla in awful shape. With 68000 miles, a hole in carpet, repaired front end damage.
Feb 6th, 2024

Jan 23rd, 2024

The agent was awful upon arrival!
Jan 17th, 2024

Prepaid for a rental with credit card points for an AUG 2023 rental. Checked in at counter, received my emailed & printed receipt with rental details from associate, and was handed the keys. I was told which parking spot my rental car would be in and I took the escalator up to the garage to find it. I found the car and did my normal routine of walking around the car and taking either photos or video of the entire thing. Consumers need to protect themselves and rental companies will hit you with damage charges any time they can. There were normal scuffs and dings (all documented) but the most egregious issue was one missing hubcap. I took photos of it in its parking spot. Since my group had things to do, we chose not to go back to the rental counter and wait in line again. We took our photos and spoke with the exit gate agent about documenting the issue in my rental agreement. She walked around the car, checked my agreement, and stated she had indeed made a note in my contract that we were driving out of the garage with the missing hubcap reported. She did not provide me written documentation and I will never leave a garage without that again. Upon returning the car I again mentioned the hubcap issue with the associate and he said, "no, there's nothing in your account, this was not documented, this will be your responsibility". Well, I've got receipts. He asks me to show him so he can see the "metadata" and when I show him the photos and date/time stamp, he says, "This photo was taken after your receipt was printed". So I pull up my email receipt, the one that got sent me me as SOON as I was given the keys. My pickup was initiated at 9:12am (as stated on the receipt HE is referencing). The metadata from my phone (which shows the car IN their garage) shows a timestamp of 9:23am. So it took us 11 minutes to walk thru the charges, decline extra coverage, sign paperwork, get the key, get to the garage, load the car, and then take the picture. His claim is that since the photo was taken after check-in, I could be responsible for the damage. I went on to explain how insane that is but also that I did everything I was supposed to, especially by asking the exit agent to make note of this so this exact issue could be avoided. He chastised me for assuming they would do that and that it "probably" wouldn't be an issue. Ok. Lesson learned. Cut to today, FEB 2, 2024 and my credit card has been charged $99.31. I called cust service and spoke with a Payless rep who stated, "Yes, that was for the missing hubcap". I explained my issue to the rep and stated that I would disputing the charge on my credit card if they did not reverse it themselves. I mentioned my photographs, my documentation, and she immediately said she would reverse the charges. She did ask me to send the photos, but the charge would be refunded within 3-5 days. Since that call I've sent in my photos and have received 5 different updates from them. One email states, "We have carefully reviewed your case, and as a one time courtesy, we waived the charge from your contract. We have removed any pending payment, and no additional charge will be imposed to your account. We are attaching the Refund Letter for your records. Please allow 7 to 12 business day for processing." So according to Payless, this is a "one time courtesy"... which is rich considering this was THEIR fault, and particularly since this is being charged to me SIX MONTHS LATER. And now the refund will take 7 - 12 business days. This is clearly BS. They have obviously been charging every poor sap who happened to rent this car for the damage and hoping it will stick somewhere. Someone who isn't checking their accounts or doesn't have time to dispute charges will be taken advantage of. I would bet they've gotten away with charging multiple people for this issue. Do not use them and never rent a car without full video of car and written proof of any issues before you leave.
Jan 17th, 2024