Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a vehicle from Payless Car Rental from 11/23/2024 to 11/28/2024 (Rental Number: U338703050). Upon returning the vehicle on 11/28/2024, it was inspected by a staff member, and I was issued a receipt confirming no damages. However, over a month later, on 01/06/2025, I received a billing notice from Payless claiming damage to the vehicles oil plug and oil pan, with a charge of $270.35.I have disputed the charge with Payless multiple times, but they have failed to provide evidence that the damage occurred during my rental period. Specifically:1. The oil plug and oil pan are components located underneath the vehicle and are inaccessible during normal use by a renter. This kind of damage indicates the car was not properly maintained before my rental.2. No pre-rental inspection report or photos have been provided to prove the oil plug and pan were undamaged when I received the car.3. This damage was only discovered after the car was removed from the rental fleet, so that it may have occurred after my rental period.Despite my explanations, Payless insists I am responsible for the charges without providing new evidence or addressing my concerns. I believe this charge is unjust, as renters should not be held liable for mechanical failures or pre-existing issues resulting from the companys lack of maintenance.I am seeking a resolution that cancels the unjustified damage charges. Thank you for your assistance.

  Business response

  01/27/2025

  Complaint ID: ******** 

  Payless Case: 70260094

   

  Dear **** *****. 

  Upon receipt of the communication an investigation was conducted on the Jeep model during rental hire. 

  By way of explanation, minor damage repair claims are not documented as thoroughly as large damage repairs. This damage could've gone unnoticed until our technicians were performing a maintenance service such as a oil change, tire rotation etc. Our records indicate for several rentals prior to your hire the vehicle was not suspended for availability to service customers.  Additionally, no report were made by customers prior to your hire. The vehicle was suspended for service after your hire and remained in our garage for several weeks. Attached is the invoice for repair. 

  In light of this information we support the damage charge assessed. No adjustment is approved.  

  We understand your will find this decision unfavorable. 

   

   

  Regards, 

   

  Customer Resolution Coordinator 

   

   

   

   

  Customer response

  01/27/2025

  I am rejecting this response because:   
  1. Payless admits that minor damages are not documented as thoroughly as major ones, but they lack of documentation showing the vehicles condition at the start of my rental, such as a pre-rental inspection report or timestamped photos, to show that the oil plug or plug pan were undamaged when I rented it. Oil plug and oil pan are inaccessible during normal use by a renter. Without such evidence, it is impossible to prove the damage occurred during my rental period.

  2. The response indicates that the vehicle was used for several rentals before and was only suspended for maintenance after my rental. This timeline makes it even more unclear when the alleged damage occurred. 

  3. While they note that no damage reports were made by previous customers, this does not absolve ********************** of the responsibility for ensuring the vehicle was properly inspected and maintained prior to renting it to me.

  4. When I returned the vehicle on 11/28/2024, a staff member inspected the car and issued a receipt with no damage noted. This indicates the car was returned in acceptable condition, and no damage was reported at the time. 
  

  Business response

  01/28/2025

  Complaint ID: ******** 
  Payless Case: 70260094
  
  Dear **** *****. 
  
  Thank you for your reply, we do apologize for any frustration that this has caused you.
  
  We have forwarded your comments to our Operations Manger for review, once we have a reply from their office we will advise you accordingly. 
  
  Thank you for allowing us to assist you. 
  
  Regards, 
  Customer Resolution Coordinator

  Business response

  01/30/2025

  Complaint ID: ******** 
  
  Payless Case: 70260094
  
  Dear **** *****. 

  Thank you for your patience during our investigation. Based of the findings of our internal investigation we have processed a refund for the damage charge of $270.35. This amount will post to the **************** card ending in 1000 within 3-5 business days.

  My deepest apologies for any inconvenience this matter has caused.

  Sincerely,

  Customer Advocacy Response Coordinator

  Customer response

  01/30/2025

  I have reviewed the business response and accept this resolution. Thank you. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good morning:Booked thru Priceline platform:The Priceline original charge, was okey. Ref: Numbers 707-806-815-16. $380.64 707-917-395-16. $66.26 707-641-795-16. $66.26 705-310-315-16. $182.92 T-$696.04 But,Payless double charged it. ($503 minus the tolls)Reference numbers:2494135500182733901 7084- $319.57 24055234356188300034958-$143.92 Rental Agreenment No.339017055 T-$503.49 Payless erased the tolls when contacting them; but regarding this doubled charge they deny it's existence in their system ??.Take a look at the receips. Thank you.

  Business response

  01/23/2025

  BBB# ********

  Payless case # 70350243

  Rental # U339017055

  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 refunded the amount billed over your prepayment.  The credit issued fo your **** card will post to the account within 3-5 days.  We have e-mailed a copy of the amended receipt to you under separate cover for your reference.   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

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rental Number: U337557986 Rental Period: 12/27/2024 - 12/28/2024 Origination: ********************** I went to rent a car with Payless and the first car they gave me had a dead battery. I then had to find an attendant (the lines were so long) to get me another car. He found me a car and I drove it to our hotel. I found out later that night from someone behind me in the parking garage that part of the control arm of the car was hanging down and dragging on the street. Payless expected me to go back to the airport and exchange the car with the tow truck driver. Note that the tow truck driver had to wait 40 minutes themselves to get a car to tow to me. I only had the car for a day and wasn't going to do that and I convinced them to tow me a new car.Yesterday, Thu Jan 16th, I received a letter saying they were going to charge me $238.45 for towing one week after I received their letter. I NEVER agreed to this and they never once mentioned me having to pay this charge. I will NOT pay for the towing since they sent me a car that was actually dangerous to drive.

  Business response

  01/22/2025

  Payless Case: 70336331
  Rental Agreement: U337557986
  
  Your file referenced above to the BBB under Complaint ID: ******** has been forwarded to our office for review and reply.
  
  We have reviewed the details of your complaint and have contacted the ********************** Operations Manager to investigate the issues you raised further. When we have received a response from their office, we will advise you of the resolution. We are very sorry for any inconvenience this has caused. We appreciate your patience during our investigation.
  
  Thank you for allowing us to intervene on your behalf.  
  
  Sincerely,
  
  *****************
  Response Coordinator

  Business response

  01/22/2025

  My apologies the correct Complaint ID is : ********

  Business response

  01/22/2025

  From the BUSINESS:

  Sent 1/22/2025 2:00:11 PM

  Read by ***************************** on 1/22/2025 2:00:19 PM

  Payless Case: 70336331
  Rental Agreement: U337557986
  
  Your file referenced above to the BBB under Complaint ID: 22827121 has been forwarded to our office for review and reply.
  
  We have reviewed the details of your complaint and have contacted the ********************** Operations Manager to investigate the issues you raised further. When we have received a response from their office, we will advise you of the resolution. We are very sorry for any inconvenience this has caused. We appreciate your patience during our investigation.
  
  Thank you for allowing us to intervene on your behalf.  
  
  Sincerely,
  
  Avis Budget Group
  Response Coordinator

  Customer response

  01/22/2025

  I am rejecting this response because my card has been charged and Im awaiting the response of the inquiry.

  Business response

  01/23/2025

  Payless Case: 70336331
  Rental Agreement: U337557986

  Thank you for your patience during our investigation. 

  We have received a response from the Operations Manager.  they have advised us that the vehicles splash shield had come loose requiring new plastic push retainer clips.  This is something that can happen through regular use over time and does not indicate any mechanical issue with the vehicle.  No damage to the control arm was found.  We have initiated a refund of the towing fees through our Roadside Billing Team.  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

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was ripped off and want a refund. I reserved a car with Payless Rental agency through Southwest a month in advance (Nov, 8 2024) for my Dec 27, 2024-Jan 3, 2025 trip to SD **. Since we were staying in ********* we needed to get the car the day we landed. When we got there the desk agent told us they didn't have my reserved vehicle I made on 8 Nov 24. My original reservation was for $323.68 TOTAL and i ended up paying $1,094.54 BEFORE LEAVING. No deposit was ever asked for. I was told by the agent there were no vehicles (except for 1) due to previous renters not returning cars, for various reasons, i.e. ***************** holdups, holiday renters not returning cars, etc and this was happening with all the major rental agencies. He also emphasized cars may not be returned for 2 or 3 days. It wasn't like we could **** across the street so we had to take the one car they had left. I was pressured into taking the car because I needed to get to my destination. Before I got the keys, the agent warned me about additional fees of $245.37. (see contract attached). My original reservation taxes/fees TOTALLED $********* original reserved car was a Midsize. He automatically charged me for an upgraded crappy midsized vehicle at $55x7 days. At the same time he also charged me my original week booking at $219.17 A Double charge. Unfortunately I had no choice but to take the car, but had buyers remorse the entire vacation since i just paid $1,094.54. When i returned the car a week later and complained to the garage attendant, he suggested i text my complaint to a telephone number and a manager will respond. I did that and emailed the company and have not heard back from them.I want a refund for the double erroneous upgrade charge of $385.00 and a taxes/fee refund of $141.37.

  Business response

  01/14/2025

  Payless Case: 70245680
  Reservation No: 19569235US0
  
  Thank you for allowing us to address your concerns regarding the BBB mentioned above, Complaint ID: ********. 
  
  Payless values our relationship with travelers and always strives to do the right thing. We apologize for the inconvenience this issue caused.
  
  Upon reviewing your complaint, we have concluded that this matter involves our Payless ********* location. This is an independent franchisee of ***************** and is independently owned and operated. Therefore, we will forward your complaint to their office directly so they can investigate the problems you have raised. We will provide you with a resolution. We will inform you of the resolution when we receive a response from their office.
  
  Thank you for your understanding during this investigation, and we apologize for any inconvenience caused. 
  
  Sincerely,
  
  *****************
  Response Coordinator

  Customer response

  01/14/2025

  I have reviewed the business response and accept this resolution. Since filing this complaint, Payless ********* has responded to me directly and rectified the issue to my satisfaction.  I can consider this matter closed. 

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Early Dec. 2024, I rented a vehicle from Payless Car rental at the ******************. I booked the rental through the Southwest Air app and the total cost was $217 and some change. This trip was personal; I took my 74 year old mother to visit 3 of the ********************* in **. After our trip, we visited the ******** nearest the airport to refuel and then dropped off to return and I have a screenshot of my statement from the gas charge. After the trip, I noticed that Payless Car rental billed me a total of $320 and some change and included a $93 "fuel charge." I called in to dispute this charge and was given a case number of ********. I was told by ******** at the time that they would send this money back to me in 3-5 days. Almost a month later on December 31st, 2024, I had not received the $93 and additionally, I received another letter from Payless Car Rental stating that there was "tire damage" that they were also going to charge me for. In no way was there tire damage. I have documentation of taking my 74 year old mother to 3 ****** Parks that week and if there had been any tire damage, I would not have been able to safely transport her. I called in again to dispute this claim. At first, the guy on the phone told me that there was damage and the charges would have to go through. I asked what the damage was. He was the technician notes said the front driver tire was "worn." I asked to speak to a manager. No one should be getting charged for "worn tires" at a car rental company. I was put on hold several times and then he told me they would not be charging me for the tire damage. He said the case ID # is the same. I also asked about the fuel charge. He said it was on the claim, but didn't 'get approved' and he just approved it and said I should receive in 3-5 days. I am writing this review to the BBB because this company is falsely documenting and charging customers for things that are untrue. Managers need to be made aware and I am awaiting my refunds.

  Business response

  01/08/2025

  BBB #: ********
  Case: 69922152
  
  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 we are waiting on your fuel receipt to refund the fuel charge from your rental. Additionally, we do show that the damage fee was stopped on your rental. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Customer response

  01/08/2025

  I have reviewed the business response and I am satisfied with the response as long as my account is refunded in the specified wait time.   

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was scheduled to pick up my cat at 12:30 AM on December 24. There were a hundred people waiting for their car rentals but only two people working the kiosks. It took them 2.5 hours to process my car rental as the lines were going slow and they were requiring credit cards from people for $250 deposits, which made the lines longer as people were caught off guard by it. By the time I got my car, I had to rebook my hotel at my expense because it is now past the 3 am check-in time. It should have taken 20 min to get my car but due to their poor staffing, I had to wait and lose my hotel in the process without it being my fault.

  Business response

  01/06/2025

  BBB# ********

  Payless case # 70068282

  Rental # U336496974

  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 seamless rental experience.  We apologize for the wait you encountered to secure the vehicle you had reserved.  Please be assured that your experience was not typical.  A copy of our report has been sent to the appropriate manager for corrective actions.  Due to the inconvenience we adjusted your bill as requested.  The credit issued to your **** card 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

  01/07/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked and paid for a car rental online. Went to pick it up and tried to pay for the car hold to the amount of $250. The chip on the card was not working. So tried to swipe instead, but the agent slapped the payment machine off my hands saying I can only use chip. This was never disclosed to a customer who already booked and paid for the car! I had only one credit card on me and they refuse to let me 'swipe' or 'enter the cc no'. Many people's don't have cc with chip! This is just illegal!

  Business response

  01/11/2025

  BBB# ********

  Payless case  # 70214047

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

  We would like to research the issue you raised further with our Operations Manager.  Can you provide us with your reservation number to begin this process.  We apologize for this inconvenience.  We look forward to receiving your reply and assist with resolution.
  
  Thank you for giving us the opportunity to intervene on your behalf.
  
  Sincerely, 

  Payless Response Coordinator 

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a car from Payless and told the agent at the rental counter that I wanted to decline all additional insurances. He told me to initial all the lines below and sign on the bottom. I initialed the line Collision Damage Waiver believing that it was to decline coverage. It is in the same box as the I decline Insurance Protection and I decline ********************************* The care rental was $236.47 and my Amex was billed $450.52 When I called the ***************** Payless office, I told the woman that I notified the agent that I wanted to decline all insurance. She told me that I signed a legal document and if I could read, I would have seen that I was purchasing insurance. I am a senior citizen and have been not only cheated, but insulted when I tried to rectify the situation.

  Business response

  12/30/2024

  BBB #: ********
  Case: 70084759
  
  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

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a vehicle on 11/21/24 around 9:37 p.m. The rental ***** *********. I was due to return the vehicle on 11/25/24 around 12:30 pm. I returned the vehicle early on 11/25/24 around 4:57 a.m. about 7 hours before it was due. My flight left at 5:50 a.m.that same morning. When I went to return the key, there were no agents present. I followed the express drop box after hour instructions in the garage which indicated I should drop the key there or go to the counter. I went to the counter and no-one was there. There was an express drop box on the counter so I wrapped the key in a payless car rental agreement piece of paper and indicated the date, time, and stall location of the vehicle A-26. I put that in the return box on the counter that indicated it was an express return box for Payless & 2 other rental companies. I received an UPDATED receipt via email on 11/26 indicating that I returned the car on 11/26. I did not. I never received an original receipt. The UPDATED receipt indicated that I was being charged approx another $115. I tried to call but their number is disconnected. I called another customer service number & was told ********************** needs to do something about the wrong contact number they provide **************. He also told me I need to wait 3-5 days for Payless to provide me with an original receipt. He didn't know why I only got an UPDATED receipt. He told me the full charge is $360.19 which is far more than the $42.00 a day for 4 days I expected to pay. He mentioned something about a $250 additional day fee but that amount was not indicated on the incorrect UPDATED receipt. This feels like an over charge run around. The contact # is out of order, I have to wait 5 days for an original receipt and the indicated date of vehicle return is wrong. I believe they will continue to give me the run around & not allow me to speak to someone at Payless. I need assistance to get a refund of the over charge. Thank you.

  Business response

  12/23/2024

  BBB #: ********
  Case: 69490558
  
  Dear ******* Dillamar, 
  
  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 this was already resolved with our **************** Team and a credit of $110.82 was issued. 
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car from Payless. First they notified me that I had not returned the vehicle. I had to call customer service twice to resolve it because I returned the car on the date listed in the contract. A month later I was sent a letter stating I would be charged $250 for a cleaning fee. The car was clean inside and out when I retuned it. This is an erroneous charge that is now pending on my credit card. I am notifying my credit card company that I am disputing the charge. I sent Payless customer service an email disputing the charge. I have not heard back from them. Rental period 11/9/24-11/11/24. Rental number U338288322 VCR number VCR8951572 pick up and drop off location ************************************. I read online that Payless often fraudulently charges people for erroneous cleaning charges. I wish I would have known that before renting with them. I appreciate your help.

  Customer response

  12/19/2024

  Payless Car Rental credited  the $250 erroneous cleaning charge to my credit card. No need for further action at this time. Thank you for your assistance. 

  Business response

  12/21/2024

  BBB# ********

  Payless case # 69212126

  Rental # U338288322

  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 refunded the cleaning fee billed on the rental.  The credit of $250.00  has been issued to your **** account.   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 

  Customer response

  12/23/2024

  Consumer

  Most Recent Message

  Date Sent: 12/19/2024 12:20:15 AM
  Payless Car Rental credited  the $250 erroneous cleaning charge to my credit card. No need for further action at this time. Thank you for your assistance. 

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