Payless Car

Review: Comment

On September 20th, 2013, I was coerced into buying Collision Damage Waiver on a rental car after refusing this optional product several times. I refused a few times while the agent kept trying to talk me into in with several different tactics. Finally, the agent, told me I was required to pay a deposit if I didn't buy the Collision Damage Waiver. The deposit was more than the waiver itself and I was concerned that if I put a deposit on the car, I would never get it back. My impression at that point was that they would find some reason to keep my money. So, I ended up buying the waiver. I really regret this decision and know that if I hadn't been coerced I would've saved $93.73. I have since found out that there is a code against this in California. I have attached this code at the bottom of this message. I have tried to resolve this matter with the Payless Customer Care and the Store Manager. None of my attempts to remedy this situation have been successful and the Manager is completely unwilling to work with me. He has also said he has forwarded my information to the accounting department, but they have not called me back yet, even though it has been more than one week. I have also asked for the owner's information, but the manager said he doesn't know who he reports to and therefore doesn't have that information (it is a franchise). I have not contacted any other agency, but am considering contacting the Revdex.com as well.

CIVIL CODE

SECTION 1925-1938

"NOTICE ABOUT YOUR FINANCIAL RESPONSIBILITY AND OPTIONAL DAMAGE

WAIVER

…(2) A rental company shall not engage in any unfair, deceptive, or

coercive conduct to induce a renter to purchase the damage waiver,

optional insurance, or another optional good or service, including

conduct such as, but not limited to, refusing to honor the renter's

reservation, limiting the availability of vehicles, requiring a

deposit, or debiting or blocking the renter's credit card account for

a sum equivalent to a deposit if the renter declines to purchase the

damage waiver, optional insurance, or another optional good or

service.Desired Settlement: I would like to be refunded $93.73 since I declined the CDW several times, but because the agent was relentless and was refusing to rent without a deposit (which I later found out is against California Civil Code), I finally backed down and got the CDW. If it weren't for the deposit they were requiring of me, I never would have bought this "optional" product.

Business

Response:

Thank you for choosing Payless Car Rental San Diego.

We apologize for any inconvenience.

Your reservation weekly rate was matched and priced correctly.

You added optional products plus tax that made the pricing difference.

You were charged upfront for the weekly rate, plus optional products and taxes based on a 24 hour period.

Once the 24 hour period is surpassed it begins a new daily charge.

The weekly rate did not change, only the optional products were charged for the additional time.

If the time was adjusted at the beginning you still would have that amount added to the contract.

In addition to this matter your behavior in the office was unjust and at

the least disruptive to the normal business practice. We have reviewed

and documented your performance and found that the agents had done

nothing wrong.

We have considered the matter closed.

In addition your information has been forwarded to the accounting

department for review. As this was already stated to you via phone.

Thank you

619-296-4966

Review: I rented a car using priceline.com for my vacation in San Diego. Upon arrival I was told my Amount was $488. After talking to a gentleman named [redacted] who tried to help me but was only able to cut the cost to $302, which is still quite a bit more than my reservation price. I was charged for insurance which I'm already covered under my own insurance and was never asked if I wanted. When I received the car there was no walk through done. The car had an oder and had dents and scrapes already on it. When I returned the car I was charged a cleaning fee of $150. I was charged a $105 claim waiver fee which I was told I paid for using a debit card, which I don't understand nor was explained to me upon my rental. When I returned the car I told them to not take my payment until I spoke to supervisor. However $166 was still taken out of my checking account on top of the $52 of cash I put down when I rented the car. I called the next day and asked to speak to a supervisor in which I was told I couldnt. I asked about my account and he said it was closed out. I didn't dispute any further because that seemed to be a fair amount. However 5 days later I was charged another $250 by this company which I did not authorize. I called the corporate office in which I was told I would have to wait for a response via email. The service I received was terrible. I was talked to as if the situation was completely my fault and was not offered any solution or type of accommodation.Desired Settlement: I would just like my $250 returned. They can keep the payment of $218

Business

Response:

Thank you for renting with Payless.

I appreciate the opportunity to address your concern involving coverage.

When renting a vehicle with Payless, you have the option to accept or

decline coverage.

Coverage is authorized by the renter, and that decision is noted on the

rental agreement when the customer initialed for the coverage.

We have checked our records carefully and find that the coverage option

was offered to you, and you indeed signed the agreement.

Once a rental agreement has been completed and services have been rendered we are unable to make any changes or issue refunds.

In addition it was found that you returned the rental with the smell of

smoking and you were informed of the smoking charge for that.

Unfortunately a refund for this will not be issued.

Thank you again for renting with Payless and we look forward to meeting your rental needs in the future.You were informed upon return and refused the finalized receipt of the charge.

No refund will be issued at this time.

Thank you.

Management Team

619-[redacted]

Review: I recently rented a car from Payless. I was quoted a price of $179.02. When I picked up the car the rental agent told me that I had to purchase liability coverage at 9.95 per day. I reluctantly did so even though I have never been required to do so from prior experiences (I am insured in NY) - I declined all other optional products. When I returned home I noticed that I was charged $265.92 for my 6 day rental. 9.95 x 6 = 59.70. $179.02 and $59.70 = $238.72. I feel as though Payless is deceived and overcharged me.Desired Settlement: Payless has an obligation to accurately quote prices for their car rentals so that I can make an informed decision as to whom I rent from. If the State of California does indeed require that you purchase liability coverage then that should be included in the quoted price.

Review: Hello. I purchased a car rental from Priceline.com for Payless Car Rental based on the price of the rental advertised. Confirmation #: [redacted] Trip #: [redacted]-**.

Mid-Size Car

Pick-Up /Drop Off: San Diego - Lindbergh Field (SAN)

1002 West Juniper Street, San Diego, CA 92101

Shuttle

Counter Information |

Pick-Up Date & Time: Thursday, August 01 2013 - 8:30 PM

Drop-Off Date & Time: Monday, August 05 2013 - 8:30 PM

Driver: [redacted]

Confirmation #: [redacted] Trip #: [redacted]-** Purchased Date: July 26 2013

$17/ day

$107.32 total price

Summary of Charges

Rental Car

Daily Rate: $68.60 (4 x $17.15)

Taxes and Fees: $38.72

Estimated Total Rental Car Charges: $107.32 (payable at the rental counter)

Collision Damage Insurance

Billing Name: [redacted]

Payment Method: Visa (ending in 0557)

Collision Damage Insurance: $44.00 (4 x $11.00 )

Total Insurance Charges: $44.00 (charged by [redacted])

Collision Damage Insurance is provided by [redacted] Insurance Company.

When I appeared at the rental desk, which is not on the Airport grounds in San Diego, the clerk told me that I either had to choose insurance for $9. a day or $15. a day. Of course, he stated that the lesser insurance didn't cover much and if the car was stolen or severely damaged, as well as me hitting another car, it would not be covered. He called the $11. a day insurance that I had chosen on line, a "popup" insurance and he couldn't honor it.

That "popup" insurance covered up to 35, 000 in damages which was sufficient. When I asked to change to another car to bring down the price, he said he couldn't honor it. already it was 9pm at night and I would have had to get transportation back to the airport to look for another rental place, so fearful of not having enough insurance, I purchased the more expensive one. I was also travelling alone.

When I returned the car, I had to pay $191.00 which was not the 107. initially stated. I think that it was a scam! I know that these clerks are sent for sales training and that's how the companies make money, off of the insurance that customers purchase. I would like the difference refunded for what I was not allowed to take as advertised and had already placed my deposit on.

Thank you for your time. [redacted]Desired Settlement: I would like the approximate $84. refunded .

Thank you

Business

Response:

After review of your email, we decided to resort to the audio and video

that we have installed in our office and found out that our agent did

say that it was a pop up, but he didn't say that it couldn't be used. He

stated that if an accident were to occur, that we would still charge

you up front and you would have to receive reimbursement from the

company that you purchased the insurance from. If you have any further

questions, please feel free to contact me via email. Thank you and have a

great day!

*. [redacted]

Management Team

Payless Car rental San Diego

Review: On August 12, 2015, I traveled to San Diego to see my son graduate from the Marine Corps. I reserved a car from Payless Rental car. My 69 year old disabled mother was traveling with me. We arrived in San Diego at 6:45 and proceeded to wait for our Shuttle. I waited 15 minutes before I called the first time, because I wanted to give them time to come. I understood that we were not the only passengers. In the mean time, Enterprise, Avis, Dollar etc. shuttles were coming back to back. I called Payless and was told by [redacted] that we had just missed the Shuttle and there would be another one in 15 minutes. 20 minutes later I called again and was told that the shuttle was on it's way. Another 20 minutes went by and still no shuttle. At this point my mother is feeling sick, because she is in a wheelchair, exhausted has no water, no meds. A nice lady from Enterprise stopped and asked us who we are waiting for, and did we need help? She gave my mother a bottled water and also called Payless herself. At this point I'm calling around and asking the other rent a car places if they have any available cars, but everyone was sold out because graduation was the next day. 1 hour and 45 minutes later Payless Shuttle arrives and the driver had the nerve to say it wasn't his fault they only have one shuttle. So basically, I was lied to from the beginning about the shuttle being on it's way. The shuttle was never on it's way. When I got to Payless the representative [redacted] told me that they did not have any cars available. This was unacceptable!!! I was traveling with my disabled mother who is diabetic in a wheelchair and was exhausted from waiting 1 hour and 45 minutes for a shuttle. This was my first time traveling to San Diego, so I knew nothing about the taxi services or Uber or I would have used it. I was eventually given a rent a car. The car was dirty and smelled like dirty socks. I complained to [redacted], but he was nonchalant about the whole situation. Customer Service was horribleDesired Settlement: My mother was ill the next day and couldn't enjoy her grandson's graduation. I would like an apology and a refund. I will never rent from Payless Rental car again and I have told all my friends and family about the horrible experience I had. I went back and forth with rather I should waste my time filing this complaint, because there will probably be no resolve, but I want people to know how inconsiderate this company is.

Business

Response:

Thank you for choosing Payless Car Rental San Diego.We apologize for any inconvenience.Shuttle service only travels to and from the airport, however due to road traffic,heavy construction and road closures we have experienced delays recently.The airport in San Diego is in the process of offering onsite facilities to all the rental companies.This process will take place soon in the next several months.Although we have added a 30% (-$29.70) deduction to your rental days as this was given at the end of your reservation.Making your 3day price only a 2day price.We thank you for your time.Management Team619-[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

This was such a vague and unaccetable apolgy. I knew based on the character of the employee's that this was the type of response I was going to receive. There is traffic and construction in all cities and states, but on that very night—once the shuttle picked us up it took all of 7 minutes to make it to Payless. 30% credit was given, but it certainly does not justify being lied to or the stress and pain that my mother suffered , because we had to wait such a long period of time. Payless's customer service is awful, and I will never rent another car from this company . I truly believe that I deserve a full refund for there disservice.

Business

Response:

The delay in pick up does not warrant a full discount.We apologize for traffic delays and a full day off is the result , due to no control of our own.Thank you.

Review: I rented a car in San Diego from May 6-May 11, 2013 through [redacted]. When I rented the car we were given a cost of $140.03 displayed on a screen at the rental place, and then when we returned the car we were charged $467.67 more for a total of $607.79 for 5 days of rental of an economy car! I was totally shocked! I have rented many cars in the last 40 years and have never rented a car before with geographic restrictions! The rental place stated on the return that I was only allowed to travel in southern California. I stated that this was not explained to me and my wife at all by their sales agent when we rented the car, and the farthest north we traveled was to Sequoia National Park which is in southern half of California. Then the rental agent said it is only certain counties in southern California. He also explained they had a GPS on our car and we were charged .36 per mile for every mile outside of those counties. We were given the contract quickly, and told to initial and sign without being given time to read the contract nor was any of this explained to us. On the contract it stated restricted to Southern California and then in very small letters (half the size of the print) 5 counties are listed. It is very small print, and very confusing as it does not state if these are counties, cities, etc. and does not explain if these are counties you can or cannot travel in but just lists the counties ( even omits San Diego County).They did not ask me where we were traveling to when we rented the car, but only when we returned. It was very deceiving and a real racket! Obviously if this had been explained to us in signing the contract we would have refused and gone next door and rented a car with unlimited mileage. We saw on Yelp that many people have been taken by this same rental for the same reasons. This is so deceiving in not explaining their unusual geographic restrictions especially to older customers as most car rental places offer unlimited mileage.Desired Settlement: We would like to be credited for the $467.67 that we were charged on our credit card for all of these extra travel charges for the car rental that was very deceiving!

Business

Response:

Hello,

I did have an opportunity to review your complaint, and after further investigation we've decided to refund the amount charged in full. We do apologize for the inconvenience and misunderstanding regarding this situation.

Review: I had a reservation for a payless auto rental for 7/15/15 through 7/21/15 that was secured through Hotwire. My confirmed price was $164.75. When I arrived for my rental, the clerk took my license and credit card. She informed me that I had to pay $260.02 because of additional fees in CA. She told me that it was mandatory to have Payless insurance and that my Chase credit card insurance was invalid in CA. I refused and verbally cancelled my reservation. She threatened me that if I left, I could not return and be guaranteed a reservation at any price. I took my credit card and license and left. I went to Thrifty Car Rental and secured a car for my trip time. I was subsequently charged the $260.02 by Payless on my credit card and the charges were premanent to my account. I have disputed the charge at Chase. However, these arm-twisting tactics are unethical and should be stopped. She was ruthless and deliberately deceptive! This company should be investigated!!!!!Desired Settlement: credit my credit card $260.02 and apologize. A fine or loss of license should be imposed if this is a repeat offender.

Business

Response:

Thank you for choosing Payless Car Rental San Diego.We apologize for any inconvenience.When using a "debit card" the deposit to qualify you for renting is $750.00.The agent must qualify you to rent with a lowered deposit.Deposit are kept on file for inc the case funds are needed.By accepting car protection which was offered to you the deposit is lowered as a courtesy!Your payment information is under review with your credit card carrier and no further communication will be entertained...Pending its outcome.Than you and enjoy your day.Management Team619-296-4966

Review: On March 30, 2013 I reserved an

economy car at PaylessCar.com and received email confirmation

{#[redacted]). Reservation was for an

economy car to be picked up Tuesday April 9, approximately 1200

at 1002 W Juniper St. San Diego

(airport) and returned Saturday April13, approx 1000. On the evening

of April 8, I was notified by Delta

Airlines that my flight from Pasco to Salt Lake City, connecting to San

Diego, was cancelled and I was

rebooked on a later flight that connected through Salt Lake City and Los

Angeles. The new flight would arrive

in San Diego approx 1940. I telephoned Payless {619-296-4966) to

advise of the change in plans. The

lady to whom I spoke (name unknown, but she spoke with an accent)

told me no problem as long as I

arrived before closing at 2200. Although I offered, she declined to be

told my name or confirmation number.

My flight arrived a few minutes early

and I called PayLess for pick up as soon as I got off the plane. After

waiting nearly 45 minutes, I called

again and was assured the shuttle was on its way. It was shortly

before 2100 when I finally arrived at

Juniper St. [redacted] (whom I later learned is a supervisor) told me

they had no economy cars and I would

have to take a different vehicle for $10/day more. Although !

reminded him that I had a confirmed

reservation for an economy car he presented the choices as the

higher price or go elsewhere. His

attitude strongly implied non-availability of the agreed car was normal

practice. Because of the time, I took

the car.

With taxes and fees, the extra charge

was $58.25 {66.9% more than agreed).

Subsequently learned manager is Mark

Knight. Unable to learn the name of the franchise owner. A

telephone number for the manager was

posted but since [redacted] made it clear bait and switch is standard

practice for Payless, I saw no reason to call the

manager.Desired Settlement: see Attached document

Business

Response:

Thank you for choosing Payless Car Rental San Diego.We are sorry for any inconveniences. We do show you reserved for a economy car pick up for San Diego Ca. @12 PM on 04/09/13 Unfortunately you arrived pass the minimum window time of 2 hours pass your noon pick up time.We were able to still honor you with a rental at the available rate for said car class Full Size.Should you have further inquiries regarding this matter and or policy questions please contact the location.Thank you [redacted]619-296-4966

Review: This is in reference to an online reservation with Payless, confirmation #[redacted], for a weekly car rental at a rate of $133.06 including all taxes and fees. The eventual contract # is [redacted].

At the San Diego Airport location I was informed that I was required to add the Renter Liability Insurance for $13.99 a day. I declined as usual. Julio would not let me rent my $133.06 car until I signed off on a rate of $268.54, more than double the rate I had confirmed on the web site.

I’ve rented cars for many years and always decline added insurance. I have my own liability insurance through Interpolis, an insurance company associated with Rabobank that offers additional insurance products to their customers.

I divide my time between San Diego and Holland, and I have a Dutch drivers license. However, I am also a resident of San Diego and have a current California ID and a residence in Pacific Beach. In the past I have rented cars all over the world, using either a California license or, more recently, my Dutch license.

I have two documents: a) the original reservation/confirmation, and b) the actual contract. You can see from these documents that Payless is double charging its customers, using liability insurance and other unnamed fees.

I went in the next day to resolve the issue, talked to Mark the manager, showed him my liability insurance policy through Interpolis. Again I had no luck, they insisted on the double charge.

Payless can easily resolve this complaint. If I return the car on time on Sunday with no liability or other problems, they can cancel the $268 contract and re-write it as the original $133. Then I will gladly cancel this Revdex.com complaint. If they do not, the complaint will stand.

Let me know if you have any additional questions, my cell is 858-[redacted]Desired Settlement: Bill me at the original rate quoted.

Business

Response:

Thank you for choosing Payless Car Rental San Diego.We apologize for any inconvenience.The following is information provided to the locations renting guideline.General rules

365 DAYS RENTER MUST MEET STANDARD AGE, DRIVER, AND CREDIT REQUIREMENTS IN ORDER TO QUALIFY FOR RENTAL. PLEASE REFER TO INDIVIDUAL LOCATION POLICIES FOR QUALIFYING CONDITIONS, (INCLUDING BUT NOT LIMITED TO) INSURANCE REQUIREMENTS, LOCAL AND NON U.S. RENTER REQUIREMENTS, GEOGRAPHICAL RESTRICTIONS, AND PAYMENT INFORMATION. THE ABOVE NOTED RATE IS AN ESTIMATION ONLY AND MAY DIFFER AT TIME OF RENTAL. SOME FEES AND SURCHARGES MAY BE TAXABLE. TAXES AND SURCHARGES ARE NOT WITHIN OUR CONTROL AND MAY CHANGE WITHOUT NOTICE. ANY CHANGES TO THE DATE, TIME, AND VEHICLE TYPE FOR THIS RESERVATION COULD RESULT IN A PRICE CHANGE.Please note you were informed the next day when you returned that we could close out and prorate your agreement on your request, you have declined and kept the rental under the condition of the locations policy.Thank you.Management Team619-[redacted]

Review: When I went to Payless to pick up a car reserved through AARP on August 9, the car was not available at Payless. I was referred to Thrifty. At that time a Payless agent told me that the difference in a rental charge (Payless $594.74, Thrifty $685.66) will be reimbursed. On the day I left San Diego, a Payless manger was not in the office, and I did not get a refund.

At the beginning of dealing with the company I had difficulty sending the files I was asked to send by e-mail and fax. The e-mail address on the business card was not correct.

After sending the files by the USP certified mail, I called the office and talked with the Payless employees including [redacted] at least 10 times without getting any positive responses.

I have been communicating on the Payless website with [redacted] from September 15. I have not yet been refunded. The present problem is not only a refund, but also [redacted]’s honesty and integrity as a car rental manager.

See below for complete correspondences from September 15 to October 9. I have a copy of the car reservation, credit card payment, etc. Please let me know if you need any of them.

Mon, Sep 15 2014 5:23pm - [redacted]

We are sorry that the check hasn't not been received.

We will confirm with accounting and give you a call on the number you provided.

Thank you

Sat, Sep 20 2014 10:28am

I received a check of $74.84 on September 19, 2014.

Please explain to me how you come up with this amount.

Thank you

Mon, Sep 22 2014 1:29pm - [redacted]

Please expect the a check for the $80.00 to arrive soon.

Thank you

Mon, Sep 29 2014 4:42pm

I have not received a check.

How soon can I expect to receive it?

Ikeda

Tue, Sep 30 2014 3:07pm - [redacted]

Sent through US mail...

Should be anytime.

Tue, Oct 7 2014 12:15pm

I have not yet received a check. When and how did you send it?

Tue, Oct 7 2014 3:39pm - [redacted]

Your prior email shows you received the check #[redacted] for $74.84

In addition the rental agreement was credited -$75.77

There is no other refund due.

Thank you

Tue, Oct 7 2014 5:14pm

I expected a full refund of $157.44, but received a check of $74.84. I asked a question posted on 9/20. When you called me on 9/22, I explained to you a $78.60 difference you owed to me.

Read your postings on 9/22 and 9/30. You clearly wrote that you planned and actually sent a check of $80. Are these false promises?

Explain to me what is a $75.77 credit to the rental agreement.

Ikeda

Wed, Oct 8 2014 6:24pm - [redacted]

Under age fee.

Check is for the price difference.

Thu, Oct 9 2014 1:42pm

I made two reservation thru AARP for 7 passenger mini-vans - [redacted]61 and [redacted]78. My son paid &685.66 (not $594.74). Is this under age fee you mentioned? I am not asking my son's charge.

I am asking 1) a difference between $157.44 and $74.84, and 2) your postings of Sept.22 and 30.

I need answers to two questions above.

Thu, Oct 9 2014 3:05pm - [redacted]

Regardless of the item removed, the amounts add up.

The contract reflects 1 discount and the check reflects the other.

Thank you

Thu, Oct 9 2014 3:10pm

send me a supporting paper.

You have not answered the question 2 above.

Thu, Oct 9 2014 5:57pm - [redacted]

The check amount was an estimate, we did not have an exact amount from accounting at that time.

Thank youDesired Settlement: I started asking a refund. I am now questioning Mr. [redacted]'s honesty and integrity as a manager.

I ask Mr. [redacted] to give me straightforward answers to my questions.

Business

Response:

Your prior email shows you received the check #[redacted] for $74.84

In addition the rental agreement was credited -$75.77

$150.61 is the total credit given back.

There is no other refund due.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Your prior email shows you received the check #[redacted] for $74.84

In addition the rental agreement was credited -$75.77

$150.61 is the total credit given back.

There is no other refund due.

The message above is exactly same I received from [redacted] before. I asked him what is '$75.77'. He did not and still does not answer my question. Please ask him to explain the credit of 75.77 and send a copy of the agreement showing $75.77.

Thank you

Review: Was quoted at $160.75 (including taxes, airport fees, etc... (The base rate was $101.27)) through Southwest Airlines. Had someone fraudulently forge my signature accepting the insurance. When I asked for proof they told me they had a video, but refused to show me. [redacted] was the front Customer Service person. She refused to help. The manager gave me a $15 discount (I assume just trying to get rid of me) and then tried to rebill it once I was gone. I had Chase reimburse me for this charge. After seeing my statement, they did indeed bill me for a total of $256.93, a difference of $96.18!! Have been going back and forth with their "corporate" service center online with no luck. The last response was:

Payless Confirmation# [redacted]

Ticket# [redacted]

Mon, Jul 27 2015 4:50pm - [redacted]

It is what you had when you came into the office on you return and never stated that it wasn't, until now.

Never the less we appreciate your inquiry regarding this matter and look forward to your rental needs in the future.

Have a great day.

I guess I was in the wrong for trusting that the correct amount would have been billed upon return... WOW! This was all on top of them holding an additional $250 deposit, which I'm used to from other companies. If I had to read an entire agreement every time I rented a car, hotel, etc... we would spend half our vacation going through legalities!Desired Settlement: Would like to see Payless do the right thing and issue a credit back for only the difference of $96.18

Business

Response:

Review: The company advertises very low per day car rental rates. What they don't tell you is that you are required to provide proof of alternative insurance or buy a "basic" level of insurance from them for ~$13/day or they won't let you take the car. I've rented tons of cars in California and have never run into this requirement. I don't carry the details of my auto policy, not credit card policy, both of which cover car rental insurance. It was represented that verification was a state requirement because they own, rather than lease, their fleet. If this is true, then they should indicate this prominently in their advertising. If this isn't true, then they are practicing deceptive sales tactics by basically holding a renter hostage.Desired Settlement: Refund the $14 that I paid for basic insurance plus $500 for my time to both complain at point of purchase and post-purchase.

Business

Response:

Thank you for choosing Payless Car Rental San Diego.

We apologize for any misunderstanding.

You must meet the location qualifications when renting at the San Diego location:

<a href="https://www.orbitz.com/book/bookingpath" class="link selected" data-agent="{

'type':'HideReveal',

'eventType':'click',

'selectors':'.carRules10'

,'content':'General rules' ,'parentClass':'carRulesDetails'

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365 DAYS

RENTER MUST MEET STANDARD AGE, DRIVER, AND CREDIT

REQUIREMENTS IN ORDER TO QUALIFY FOR RENTAL. PLEASE

REFER TO INDIVIDUAL LOCATION POLICIES FOR QUALIFYING

CONDITIONS, (INCLUDING BUT NOT LIMITED TO) INSURANCE

REQUIREMENTS, LOCAL AND NON U.S. RENTER REQUIREMENTS,

GEOGRAPHICAL RESTRICTIONS, AND PAYMENT INFORMATION.

THE ABOVE NOTED RATE IS AN ESTIMATION ONLY AND MAY

DIFFER AT TIME OF RENTAL. SOME FEES AND SURCHARGES MAY

BE TAXABLE. TAXES AND SURCHARGES ARE NOT WITHIN OUR

CONTROL AND MAY CHANGE WITHOUT NOTICE. ANY CHANGES TO

THE DATE, TIME, AND VEHICLE TYPE FOR THIS RESERVATION

COULD RESULT IN A PRICE CHANGE.

Although the product is considered used, we can issue a credit for the $13.95 provided you forward us your policy information.

Thank you,

Management Team

Review: Attending a business conference in SD, I had reserved a car through Expedia. At the car rental, all went well. When the clerk went through the normal discussion about insurance coverage, I told him that I was on the board of directors of an insurance company, and was attending a conference with that company and that the company provided each director with insurance coverage for rental cars. I even showed him the insurance card the company has given us. Now at no time did the clerk ever mention that the rental car could not be taken into Arizona. A week later when I returned the car, I had noticed that the company had charged me more than my Expedia information had indicated and wanted to speak with them about that. At first the desk clerk said he could take care of that. Then he said that the GPS indicated I had driven into Arizona. I said yes, I went into Arizona at Yuma. He said because of that he was going to have to charge me an extra 35 cents per mile, on all my miles. Since I had driven the car 1,093 miles, this amounted to an additional $382.55. I couldn’t believe it. I said no one told me I could not drive the car into another state. I have rented cars all over the nation and no one has ever told me that I could not take the vehicle into another US state. The clerk pointed to a laminated pad on the counter which apparently mentioned this requirement. I told him I had only driven a few miles into Arizona at Yuma. The clerk said he could reduce the total charges to 25 cents per mile but that was all. This amounted to $273.25 additional plus he never took care of adjusting the rest of the charges to the Expedia quoted price upon which I had based my original decision. I asked if there was someone else I could speak with later, because naturally I had to get going to catch my flight. He gave me the name of [redacted] and a phone number. I called twice and left messages. My calls have not been returned.Desired Settlement: In my messages to Mr. [redacted] I indicated I had went back over my whole trip and realized I had also crossed at Parker Dam into Arizona on my way to Blythe. So mapping the mileage it came up to just under 80 miles in Arizona. Worse part was, neither time that I went into Arizona did I really have to go, if someone had warned me about that to begin with. In my message I said I would like to speak with someone and that if you had to charge me, than at least only charge me on the 80 miles that I was actually in Arizona, not the 1,013 miles driven in California. Naturally I have never received even the courtesy of a return call. As I had explained to the initial desk clerk when I rented the car, I had a full insurance policy on the vehicle from the insurance company on whose board I sit. The car was never in danger of not having appropriate coverage. Of course this does not matter to Payless Car Rental because this ripoff charge is just a way for them to get more money.

As an outcome, I would like the company to only charge me for the miles that I was actually in Arizona. At 80 miles, even at 35 cents per mile this would be $28. It is not fair to have some kind of policy such as this, which is materially different than other rental companies across the nation, and not fully disclose it to your customers. However, for my part and my responsibility I am willing to pay for the miles actually driven in State of Arizona, but why should I be penalized for driving the car in the allowed area of Southern California? I would also like them to adjust the other charges from $185.96 to the 148.47 that Expedia quoted.

I will also be complaining to Expedia about their system pointing me to a ripoff company.

Review: We are a family of four, with 2 small children. We are on our first vacation in over 2 years and am taking time now to file my complaint because the way we were swindled by this company is really bothering me. We arrived at the rental place to pick up our car and ended up waiting in line for 45 minutes. With 2 small children, this was not an easy task. In hindsight I think this is part of their "shady" business tactics. Once we were at the counter, the sales rep pulled up our reservation and told my husband the insurance is required by law (even though we have full coverage by State Farm) and we have to buy the rental coverage. At this time I had taken off after our 2 year old only to come back and see that we had been charged almost 3 times the original total cost (which included rental and fees). My Expedia reservation shows a cost of $170 and our final cost was $441 plus a $200 "deposit", $661 in all. Since we only use our debit card for purchases this expense took all of this away from our vacation activity money. When I approached the employee in the parking lot to go over the charges, he also stated the insurance is required by CA state law and walked away. This was his response without me mentioning or him asking about our current State Farm coverage. By this time, our kids were crying and wanting to get something to eat so we left. In all, I think this is a very questionable business that uses mis-leading and false information to swindle money from their customers. The under-staffed desk as well as dismissive attitude led me to take time out of my vacation to

file this complaint.Desired Settlement: I want Payless to honor our original quote of $170 plus rental of child's booster seat $50 (which is excessive for 4 days). I agree to pay $220, but want a refund for the rest. Please contact me for any documentation you might need. I am also filing a complaint with Expedia to stop carrying this company as it reflects poorly on them to give companies like this business.

Review: My girlfriend and I booked a rental car for 11/10/2014 to be returned on 11/11/2014. The agent that assisted with made us believe that our car insurance wasn't sufficient for the state of California. We questioned this because we have Geico insurance. The agent added basic coverage to our bill without directly asking us Yes or No. The discussion had not concluded.

When we returned the car, we asked about the basic coverage that we were charged and the same agent said we opted for that coverage. We do not feel that we were really given a choice in the matter. Further, our Priceline quote was for $20.22 and we ended up being charged over $60. In addition to misleading us, the agent was quite rude and uncooperative in trying to resolve our issue. A couple right in front of us from Canada had the same issue.

I attempted to contact the customer service of this company and they claim that we accepted the basic coverage twice and closed the case. We never accepted the basic coverage. We were questioning it each time it was asked and never said yes. I'm not worried about the $60. I am worried about their sales practices and others being treated in this manner.Desired Settlement: I would like our money back for this purchase as well as a strong statement from the Revdex.com to them about their sales practices. The latter is more important to me to prevent others from experiencing this in the future.

Business

Response:

Thank you for choosing Payless Car Rental San Diego.

We apologize for any misunderstanding.

Apparently basic coverage was accepted by the renter and explained twice upon renting and returning.

The renter should contact the office at 619-296-4966 if she should have

questions regarding her conversation at time of pick up and drop off.

The number is 619-296-4966, we can once again explain these optional

products and terms for qualifying for renting at our location.

Thank you,

Management Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The offer of me needing to call their customer service yet again, stating that we would be explained the "optional" coverages again is simply a poor response from the business. I have tried over 3 times to contact their customer service office, each time being told I would need to call back when the proper person was there to speak to, rather than them taking my number and calling me back. Finally, after calling back the last time, I did talk to the proper person and they were able to handle the complaint with class, actually not hassling me at all. They understood that we felt misled and refunded our "optional" coverages.

Review: I rented a car from Payless Car Rental at the San Diego Airport on Saturday 2/13/16 through Saturday 2/20/16. I prepaid $188.44, but at the rental counter they charged me a $110.06 insurance DEPOSIT. On 2/29/16, I inquired into when I would receive my insurance deposit back and they said that this is a CHARGE and not a DEPOSIT. I Was lead to believe that this was a DEPOSIT at the time I picked up the rental vehicle, and the contract I signed lists this as a DEPOSIT. I feel like I was swindled out of $110.06.Desired Settlement: I would like them to refund my $110.06 deposit that I agreed to in my signed contract.

Business

Response:

Thank you for choosing Payless Car Rental

We have checkout records, the total cost of the rental was $298.50

Prepaid amount of $188.44, and $110.06 was a charge for the protection you accepted at the counter.

There was a $250.00 Security deposit was, at the time of vehicle

returned, your funds are released from our system to your financial

institution. Based on your financial institution the return process can

take up to 14 days to appear in your account but is typically processed

in 48 – 72 hours. If the hold is still in place after 14 days or you

would like to check on the status of your funds please contact your

financial institution directly.

Thank you for renting with Payless and we look forward to meeting your rental needs in the future.

Payless Management team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

It is clearly listed on my signed contract as a deposit and not a charge. Therefor, Payless Car Rental should honor their contract by refunding my deposit. Otherwise the are in breach of contract.

Business

Response:

The amount of $188.44 was prepaid for the time & mileage online special pricing.The $110.006 was the purchase of optional products plus taxes and fees associated.You initialed the optional CDW accepting this charge.Optional products are not modified after the products usage, only during the open rental agreement the product can be prorated.Thank you.

Review: 1) The representative of the company engaged in unethical behavior when realized he was dealing with foreign customers. Besides the fact that our car rental service price was far beyond the price displayed in online offer, he consciously took advantage of unexperienced customers.

2) First he presented a very high price with extra charges to sum up to $490.77 for 6 day rental of economy-class car. When we resigned from the service, he decided to apply "special" discount that supposed to decrease the price to $359.81.

3) After additional charges for specific insurance, the representative answered our question about traveling to the Great Canyon and verbally assured us we have unlimited milage and can safely travel there. I must add that besides the $359.77 price there was another mysterious "total deposit" of 490.77 price listed on the bottom of the contract.

4) At the time of return, another representative charged us the sum of $490.77 for rental and another $411.62 for "leaving geographical restriction areas".

5) In fact, this rule was listed on the signed contract, however, we were rushed to sign it, and verbally assured that we were permitted to drive to Arizona state.

6) All the charges listed on the receipt/contract are very unclear and confusing. When I contacted the manager and the corporation, both ignored the issue explaining that all the important information were listed on the contract accepted and signed by the customer. When I requested viewing audio recording tapes from the rental place, the manager informed me that all the tapes are automatically deleted after 5 days, which seems to be coincidence that we requested it after 6 days of the service.Desired Settlement: Every business is responsible to collect all the possible data regarding customer issues. The audio recordings have a purpose of identifying any misunderstanding between the company representatives and customers. The representatives of the company must act consistently with company's status. I was lied to and taken advantage of. The company should reimburse and apologize for creating such an inconvenience.

Business

Response:

Review: Arrived at Payless car rental to pick up car. Told by [redacted] thatcar gas tank was full and I should return it full when it fact tank was empty (have photocopy of their report stating tank empty) After enteringbusy route I-5 car out stopped in middle of freeway causing a dangeroussituation. Reported situation and asked to speak to person in charge.[redacted] told me [redacted] was in charge and he was not there, this is during normal business hours on a Tuesday. I would not want anyone to pick up a car in an unfamiliar city notknowing where anything is and finding the gas tank is empty.Desired Settlement: I would like a full refund. I would also want the public to be awarethat they will say the tank is full when it is not because they could beinvolved in a deadly accident if renting from this company! It can be a dangerous situation when you are on an interstate.

Business

Response:

Thank you for choosing Payless Car Rental San Diego.

We apologize for any misunderstanding.

The counter agent only sees a partial vehicle reort that is why the rental is inspected separately by you and the lot valet personnel.

Fuel and any existing markings are noted and signed off by you and the valet.

The inspection slip shows you had knowledge of the low fuel indication and by passed the two gas stations located on each corner of the rental facility.

We appreciate you bringing this back to our attention.

We here at Payless Car Rental strive for customer service and learn from our mistakes.

Have a great day.

Thank you

Payless Car Rental

Management Team

(619)296-4966

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Revdex.com

I was specifically told by the ticket agent the tank was full and to bring it back full. When I got the car the agent did not point out to me nor tell me the tank was empty or even to bring it back empty the way I got it. Empty!!

I think this is poor practice. I have rented a car from many other car rentals and have never rented a car with no gas. How were we to know where the gas stations a are in a city we never been to. It's an injustice to the consumer to rent a car with no

no gas. Poor policy if this is what you can expect. Public beware!!!

Sincerely,

[redacted]

Business

Response:

That is why the rental is inspected by the renter and the outside valet, miles, fuel and any existing markings are indicated and signed off by the renter and valet agent.

At some point this was okay and you drove off the lot.

We have multiple rental cars on the premises for the customer to choose from as well.

Thank you for your comments and we apologize if we did not meet your standards.

have a good day.

Review: On May 16, 2014 I reserved a rental car with Payless Car Rental. The price quoted for 3 days was $56.54 INCLUDING taxes and fees. The ONLY reason I made that reservation was because of that price. I subsequently made plans revolving around renting that car that morning for that price. When I arrived to pick up the car, I was told that I was required to purchase full coverage insurance for the car. I have never had that happen at any other rental car place and that was nowhere stated in the reservation. I was told that would add about $65 to the price I was quoted. At first I was going to turn down the rental, but then I realized I was backed into a corner and that I was depending on getting a new car to put all my luggage from the last car I was still on my way to return in. I had nothing else to do with my luggage and I had no other way to get to a job interview I had scheduled that day. So I agreed to the additional $65 while complaining about it because I had no other choice. $56 plus $65 is about $121. When I handed my card over the guy charged my card $225 without even telling me that he would charge me that amount. For a second time I had been scammed and overcharged from the first scam amount I felt forced to accept. I then told him there was no way I would pay $225 after getting a $56 price quote. He then said the best he could do was to charge me $147.45. Reluctantly I agreed because I had no other choice. My circumstances and the scam this company pulled on me forced me to. He then told me that the $225 was a temporary hold placed on my account and that my card would only be charged $147.45. But I was scammed for a THIRD TIME! My card was charged $225 and that amount posted to my account before I even returned the car! It was not a hold. When I returned the car I was told and given a receipt showing that I was only charged $147.45. But when I checked my bank account it showed $225. I went back to the store. They said they would refund the difference. But still no refund has come. I may have been scammed for fourth and fifth time ALL over the same rental.Desired Settlement: Payless Car Rental should refund me the difference between what they actually charged me ($225) and what they actually quoted me and misled me into planning around ($56.54) which would be a refund of $168.46.

Business

Response:

To Qualify You for the rental with a debit card card, We hold a deposit,

but to help customer we provided you with an alternative to reduce the

deposit to $250.00, as per your PHONE CONVERSION with the rental agent

the charges were explained clearly and concisely.

Please consult with your booking agent for debit card policies

If you have any further questions [redacted]

Thank You

management team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did not hear of any new restrictions or requirements or additional fees or expenses for my rental until I appeared IN PERSON at the time I was scheduled to pick up my rental car. I had reserved the car rental several days in advance and made my plans dependent upon renting that car at that price. There was no phone conversation before I picked up my car rental. All the information I had was from my reservation. My reservation stated that the $56 for 3 days included taxes and fees in addition to the cost of renting the vehicle. There were no other expenses or restrictions or requirements stated beforehand. If there were any additional requirements or expenses for me to rent the car it should have been stated on my reservation rather than waiting until I appeared in person to pick up my car rental to inform me of them. It is wrong to use false and misleading information to lure people into making a reservation with your company. It is outrageous that I was not informed until I arrived to pick up my car rental that the expense would be triple and even quadruple the reservation price I was given. This complaint will not be satisfied unless I receive a refund of the amount I paid minus the quote I was actually given on my reservation. If this complaint is not satisfied my complaint will go to more official channels.

Regards,

Business

Response:

These are the qualifications explained to you at the counter as well as via telephone.

Per reviewing your contract you agreed and signed for these terms.

[redacted]PAYMENT[redacted]

THE LOCATION ACCEPTS THE FOLLOWING CREDIT CARDS

AX CA CB DC DS AND VI.

CREDIT CARD HOLD- THE ESTIMATED AMOUNT OF THE RENTAL

PLUS A MINIMUM OF $250.00 WILL BE AUTHORIZED AGAINST

YOUR CREDIT CARD AT THE TIME OF RENTAL.

DEBIT CARDS ACCEPTED. ELIGIBLE DEBIT CARDS MUST HAVE

THE VISA MASTERCARD OR DISCOVER LOGO. STORED VALUE/

GIFT OR PREPAID CARDS ARE NOT ACCEPTABLE TO QUALIFY

FOR RENTAL. THE ESTIMATED AMOUNT OF THE RENTAL PLUS

AN ADDITIONAL AMOUNT OF $1000.00 WILL BE ASSESSED

AGAINST YOUR DEBIT CARD AT THE TIME OF RENTAL. THESE

FUNDS WILL NO LONGER BE AVAILABLE FOR YOUR IMMEDIATE

USE AND MAY TAKE UP TO 14 DAYS DEPENDING ON YOUR BANK

TO BECOME AVAILABLE. WE WILL NOT BE RESPONSIBLE FOR

ANY RETURNED CHECK/S/ INSUFFICIENT FUND CHARGES OR

BANK FEES RELATED TO THIS PROCESS.

DEBIT CARDS ARE ACCEPTED FOR PAYMENT AT THE END OF

THE RENTAL.

CASH RENTALS - CASH IS ACCEPTED FOR PAYMENT AT THE

END OF THE RENTAL.

VOUCHERS - NOT ACCEPTED.

Please understand that at this point we can't issue a refund \ for the reasons as explained.

Review: I rented a vehicle with payless car rentals. I got th eoption for unlimited miles. The employee who checked us out asked where we were going and I told him sanfransico. He said well you have unlimited so your all set. When I retuned the car they asked me how my trip was and I said great sanfransico was great. At that point the manger come over and said you can only drive our cars in southern california so at 34 cents a mile that comes to 464 dollars. I said thats outragous and he said will se this little tiny spot on the contract. Which was so small I couldnt even read it, it said the car has to be driving in souther californina. HE said theres sighns postd in the office too ! so you souhlda read em bud. He was extremely rude along with all the staff there . The sighns said please help kep our fares low and stay in souther california. I said that doesnt say I cant leave southern calfonia and I am a tourist here how am I supposed to know where southern california ends. Theres no maps there clearly stating where southern california ends and I told the employe where we were going and he knowingly said we can drive there. I asked to speak with the employe and they said oh I think hes here somewhere but they refused to bring him out to discuss the situation. The employe a few days later called my wife and tried to very rudely get her to admit he told us we couldnt drive there and he stated well we usually write down the destinations but we cant find the trip sheet for the day in question. He then hung up the phone. I filed a complaint with there corporate offices and all I got back was a response from the store manager saying theres sighns postd in the office. I already p[aid 250 for the rental plus they took out an additional 460 which I said I dont agre to the charges and they took it out anyway.Desired Settlement: I would like all 464 dollars refunded to me and for the company to display all the information to the public so no other honest citizens are swindled by tis company.

Business

Response:

Thank you for choosing Payless Car Rental San Diego.

After review of your email, we see that you did drive outside of the

geographical restriction area. This was not consented by the company or its representatives.

On the contract and inside of the office,

it states our geographical restriction areas. You also initialed the

portion understanding the geographical restriction areas as well.

As a courtesy we did refund 50% of the cost. You should a received a credit of -$214.52.

Management Team

Payless San Diego