Payless Car Rental, Inc.

On July 9, 2015 I booked and prepaid for a car rental on from Payless Car Rental. When I showed up to rent the car, I was denied the car. I was told that I did not pass the credit check, and was told the prepaid rental would be refunded. I secured another car from another agency without issue. I had just rented without issue from Payless just three weeks prior so there was no reason to think I would be denied. On July 21, I contacted Payless to request a refund. Ticket number XXXXX was opened. I was first told a refund would not be issued because I did not cancel within 48 hours, then I was told a refund would only be issued if I rented another car within 30 days (not sure how I could do that since they denied to rent to me), then I was told the terms and conditions state they won't issue a refund. Those terms and conditions do state that if I don't cancel with 48 hours, they don't issue a refund, which is fine- but I didn't cancel- they did!! They also state that if you don't pass the credit check, they won't rent the car, but not that they won't issue a refund. I never intended to cancel, and did everything in my power to rent as agreed. I was denied service. Credit check standards are not published anywhere, so there is nothing to prevent them from denying prepaid rentals and keeping the prepaid amount. This is completely unfair, they have the right to deny the rental, but not to do so and not issue the refund.Product_Or_Service: Car RentalAccount_Number: Confirmation Number-Desired SettlementI want a refund for the product that was not provided.

False advertisement of low prices to secure reservations and then charged large amounts of extra fees.Agreement Number: [redacted]Date 01/04/2015On 12/30/2014, using PaylessCar.com I made a reservation for a rental car to be picked up from [redacted] Airport, NV on 01/04/2015 and to be dropped off at [redacted] Airport, CA on the same day, At this time I was offered an "estimated" price of $60.87, which included various taxes. However on the date of service the company charged me an additional $50.00 plus taxes in the name of "Drop Charge" bringing my total bill from $60.87 to $126.98. When the reservation was made, it was clear that drop off location is different from pickup location, but there was no mention of a " Drop Charge" in their offer. As I arrived at their rental car center with my kids, I had no option but to pay their inflated charges in order to get my family home.Desired Settlementrefund of the "drop-Charge" and associated taxes that were not included in reservation price.Business Response This was a misunderstand by a new Rental Associate. I do apologize. If the customer had notified me I would have removed it immediately. I again apologize for the misunderstanding. I have removed the drop charge and credited the difference.Sincerely,[redacted] Payless Car RentalReno, NV Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I appreciate that you have refunded the overcharged amount.However, I don't agree that it was a 'rookie mistake'. I had objected to the "drop off charges" written by the first rental associate helping me at Payless rental center, and in response a second Rental Associate confirmed that I need to pay drop off charges.

Hi I rented a car in [redacted] on July 11th 2015. I live in [redacted] but am from [redacted] but wanted to fly up and visit some family. I walked up saturday morning. As I am 24 and under 25 they required a higher hold, which was fine. My grandmother in law agreed to help me with a rental car however it was over the allowed limit on her card so the agreement was I Would run my regular bank card for the full amount at the end of the day when returned we could removed the hold and the $91.68 from my card and we could charge her card the price of the rental. I returned the car at 5:50(time on my invoice) and the lady we apoke to saod all funds would be returned to my card at midnight and take a few days to show refunded back, and my grand mother in law was cgarged the $91.68as agreed upon. I checked my statement and it still had not been refunded by saturday. I spent two days calling the [redacted] office to which mo one answered and they dont have a voicemail box (775-324-0164). I then called 1-800-729-5377,however it only give the option for reservation or parking not able to speak to an agent. I called the [redacted] ofdice and finally got ahold of someone who said call the 800number and stay on the line dont select 1 or 2, that it would connect to an agent. Well it didn't it just hangs up. So I went on the website and filled a claim however the reaponse I got back was "Thank you for your inquiry to Payless. I am sorry as we are not able to change the method of payment once the rental has been closed." However that did not resolve the fact my card was charged still and my grandmother in law still had the charge too. I asked for a phone call back, never recieved. I am at a loss of what to do I now am dusputing with my bank however I have 10 days and this involes asking my grandmothet in law a state away for a document to fax to my bank. This customer service is horrible they can not seem to understand almost $200 was charged and I was falsly lied to to get a sale out of and now they refuse to refund my card.Product_Or_Service: Rental CarAccount_Number: [redacted]Desired SettlementThe agreemnt was my card would be refunded, so they need to follow through and not be difficult as they have two funds illegally. All I want is funds refunded to my card

The car I rented from this company had completely bald tires and no spare tire in the back. The back drivers side tire blew out on the middle of the freeway while I was driving 65mph almost causing a fatal accidents do leaving me stranded on the side of the busy freeway in rush hour traffic 2 1/2 hours away from the car rental company drop off. When I contacted Payless rental company in Reno in distress, they told me that since I did not purchase insurance through them, there was nothing I could do unless I called roadside service with a $340 fee upfront. Costumer service was rude and very unhelpful. They treated me as I was in the wrong that the bald tires, with no tread had popped and were not willing to help resolve the situation.Product_Or_Service: Kia Rio Account_Number: [redacted]Desired SettlementI want a full refund for the car rental and no further problems. Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]We regret any inconvenience or misunderstanding that may have occurred. I was out of town on company business when this incident took place, however I did speak with [redacted] when I returned on 12-7-15. I explained to her that unfortunately since she did not have our coverage that she was indeed responsible for the tires. She explained to me that she had a statement from [redacted] and pictures of the tires, and that she had spoken to an attorney, in which they said she has a good case. I told [redacted] that I would be willing to look at all of the information that she had and I would take that into consideration, but that based on the information I had at the time we had done nothing wrong. As for the vehicle not having a tire in it, Kia has decided to not provide spare tires they have instead provided fix-a-flat and an electric air pump in there vehicles now. Unfortunately we do not have any control over what the manufactures have decided to do. [redacted] kept saying that she would drop it if I just gave her money and that she would have her insurance pay for the tire. I told her I would like to see all of the information that she had first. I have not heard back from her since then. I did get a chance to look at the vehicle and the tires as they came off and were replaced. I have also taken pictures of them and their tread depths. As a company we generally try t replace tires when they get to be around 4/32 of tread left. When we replace tires we like to replace all 4 at the same time. The one tire blew out so I could not see the tread depth on it , however the other 3 were at 4/32, 5/32, and 6/32. This is in fact above the legal limit set by DOT of 2/32. After speaking with [redacted] on 12-7-15 I emailed her a copy of the bill for the rental which did not include the tow bill or the bill for the tire. and I have not heard back from her.

We have previously rented from Payless Car Rental in Sparks, NV with excellent satisfaction. But our recent experience was horrible. We reserved the car for one week and a family emergency came up and we contacted the rental company and talked to Curt to extend our rental, we were informed that it would cost us an additional 30.00 a day. We than returned the car early for it was more convenient for us . We received the additional charges on our credit card in the amount of 440.25 and were appalled. The rental ended up costing $710.00 for one week. We our now trying to fight them for the money back. We will never rent from them again and would recommend that no one does.!!!!!!","neg-1

I would rate Payl;ess Car Rental zero for the following reason: I found the problem in paperwork, which I will explain below with two rental car example, which I rented recently from Jan 5-Feb 13, 2015 and Feb22-Mar31, 2015. 1. First Car Rental When I rented the car, I decline all the coverage, as I have rental car insurance from the third company ([redacted] premium car rental). Even then the front desk representative ask to initial the contract, to decline all the coverage. I did what I was told that I am declining all the coverage, and initial it. If you refer paperwork, and go coverage one by one, for example CDW, PAE, SLI etc. All of them say that "BY INITIAL HERE, YOU DECLINE TO PURCHASE SO AND SO COVERAGE". This was all clear. Second Car Rental I again decline all the coverage, as I have rental car insurance from the third company. In this agreement, all coverage say "BY INITIAL HERE, YOU DECLINE TO PURCHASE SO AND SO COVERAGE". But, Roadside service plan say "BY INITIAL HERE, YOU AGREE TO PURCHASE RSP". I did not notice the language as all all other coverage say that by initial you decline. And your front desk representative also told me to initial to decline, which I follow. The language in this paperwork is not in agreement with first rental (which for roadside service plan say "BY INITIAL HERE, YOU DECLINE TO PURCHASE"). This has resulted in roadside assistance charge. Their paperwork is not consistent and their front desk customer service tell lie. This is bad way of making money and cheating customers. 2. In my second car rental, I reserved the car with RA No. [redacted] from Feb 22 to March 31. Payless Car Rental has charged me $984.96 on my [redacted] credit card. I returned the car on March 3. The representative gave me the revised invoice for $285.68. He mentioned that remaining amount ($699.28) was returned on my card. Twenty days have been passed, but no refund has been issued. This is completely fraud.Desired SettlementI would appreciate any help in getting both of my issues resolved.

I booked a 4 wheel drive SUV through [redacted] for December 25 to January 1 and was assigned to Payless car entail. I was very specific in the booking being aware of the recent storms in the area. We visit [redacted] multiple times a year to visit family and are familiar with the roads. We have been visiting for over 30 years. I received a confirmation for an SUV. When we arrived, Payless informed us that we could have a front whelel drive vehicle for the price we were quoted but to get a 4 wheel drive we would need to upgrade to a larger vehicle at more than twice the price. The new fee was over 700 dollars more than the original quoted price. On Christmas Day we had few options. We were able to book a 4 wheel drive through another company at $400 more than our original price with Payless. I am asking to be reimbursed for my excess expenses when I was reassigned to a front wheel drive vehicle so they could hold me up for the exorbitant up charge to get the 4 wheel drive I carefully booked the first timeAccount_Number: [redacted]Desired SettlementI would like to be reimbursed for the over $400 I had to spend to get the 4 wheel drive I booked in the first place

I reserved a rental from Payless and $50.55 was deducted from my debit card for the weekend rental. They apparently debit your card for $350.00 as security which was not stated in the website, but that a credit check is run. Since I do not the funds on my debit card, I cancelled the reservation. I called the local office who advised me to call the 800 number to retrieve the $50.55 debited. When I called they claimed that there was a 48 hour requirement and I explained that my I left a 72 honor notice. I requested a refund and they refused. I am not sure if I will have enough for gas money to drive on my trip and am very angry. I am writing a letter to the President and CEO of [redacted] Group, of whom Payless is a subsidiary.Desired SettlementI would like $50.55 credited to my debit card.Business Response I am very sorry for the misunderstanding. The following is direct from the Payless website under debit card policy.Debit Cards are accepted when renting an Economy, Compact, Intermediate, Standard, Full-size, Premium car, SUVs and Minivans only. The estimated amount of the rental plus an additional amount of $350.00 will be assessed against your debit card at the time of rental. We release the hold on funds when the vehicle is returned however, these funds may 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) or insufficient fund charges or bank fees related to this process. Use of a debit card to rent a Vehicle may be subject to a review of your credit history. The inquiry will be posted on your credit report and may have an effect on your credit score. If the debit card fails to meet our debit card criteria, you may either be unable to rent a Vehicle. or required to present a major credit card in your name to qualify for rental at this location.This is also from the website under payment information:The following are accepted forms of payment: - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] CREDIT CARD HOLD: The estimated amount of the rental plus $200.00 will be authorized against your credit card at the time of rental. Unused authorizations will be released upon return of the vehicle. DEBIT CARD HOLD: The estimated amount of the rental plus an additional amount of $350.00 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) or insufficient fund charges or bank fees related to this process. All debit cards must be US issued. CREDIT CARD CHANGE FEE: Final rental charges must remain on the credit or debit card used for payment at the onset of the rental to avoid a one-time fee of $10.00, plus applicable taxes and fees, for the re-processing of an alternate card. Payless accepts prepaid cards for payment at car return only Cash Rentals are not acceptedWhen you click to pay now which means pay in advance (pre-pay for the rental to get a lower rate) these terms and conditions pop up:IMPORTANT: At rental pickup, you must present the same credit card that you used for online payment. If you need to cancel 48 hours prior to the scheduled pick-up time, we will refund the full prepaid amount less a $50.00 USD processing fee. If the prepay amount is less than $50.00 USD, the entire amount will be forfeited. If you do not cancel your reservation 48 hours prior to the scheduled pick-up time or if you fail to rent the car, the entire prepaid amount will be forfeited. Your rate was calculated based on the information provided. Some modifications may change this rate.I again am sorry for the misunderstanding, but I feel it is very clear when renting with a debit card or pre-paying for the rental what the process will be.Sincerely,[redacted]Payless Car RentalReno, NV

I discovered additional charges on my credit card from a recent car rental so I placed a phone call to Payless to try to determine what theses charges were as they were unauthorized by me. The vehicle I had rented was returned and inspected by their employee in my presence and the final receipt provided to me. Initially, I spoke to an employee explained the issue and was told this was due to pet hair in the vehicle which I immediately denied stating that the vehicle was actually cleaned while I had possession of it because it was so dirty when I had first picked it up and asked to speak with a manager. [redacted], the "manager" then picked up the call I once again explained the issue, denying the pet hair and explaining to [redacted] that the vehicle had been inspected by their employee in my presence with all four doors wide open and there were no issues whatsoever. I also explained that we had to take the car and have it cleaned ourselves because it was dirty when we got it which he rudely denied as a possibility at which time I said sir my husband is sitting right here and we both remarked how dirty the vehicle was and took it immediately to get it cleaned. To which he sarcastically replied "Well I'm really glad your husband is right there, have a nice day" and promptly hung up the phone on me. This utter lack of maturity and professionalism was absolutely appalling to me in the modern day business world! After this, I called the business back again 3 times, eventually blocking my number in order to get them to finally answer the call! When I asked to speak with [redacted] I was told that he had left and there were no managers, supervisors or anyone in charge there at all! These actions are completely unacceptable and the reason for this complaint.Product_Or_Service: Rental VehicleDesired SettlementI would like the unauthorized charges on my card returned and would like the public to be aware of the unacceptable customer service received at this location