Payless Car Rental

Review: First explain the whole contrast before you ask for someone to sign it. Clean the inside of your cars.. Junk and stains everywhere. Scratches all over the car. Ridiculous. Your also forcing customers to get the roadside assistance package because the cars that you rent out doesn't come with a spare tire. Insane.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Payless Car Rental has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I returned the car on Tues at 3:00pm gave the keys the person working at the payless counter and I was told thank you and we will send you a receipt to your email. that was tues afternoon at 3:00pm. now I have a bill for more and it says I return the car wed at 5:30 a day after I dropped it off and flew back to Ca.

I contacted customer support and was told contract opens and do not end until the contract is closed. The customer is responsible for the charges for the full length the contract is open.

How is that have anything to do with me if the folks working there fall behind in updating the paper work. when I was told [redacted]

I tried calling JFK for 2 days and no one answers

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I make a reservation to rent a car at la guadia airport when I get there

they tall me they cant rent me the car beacause my american express card is a pree pay card

but there already charge my card $193.88 cent.

when I call customer service they give a ticket #[redacted] for my refun after a weeck

I relise they not welling to give me my money back .

when I call customer service they said I lost the money they not gonna give me any money back sorry

beacause I'am using a pree pay credit card .Desired Settlement: just refun me my money beacause I did not use the service and they dont give me service

Consumer

Response:

At this time, I have not been contacted by Payless Car Rental regarding complaint ID [redacted].Sincerely,[redacted]

Review: We reserved two cars for our trip. When we got there the gentleman behind the counter suggested that we rent a van instead because we would save money. We inquired about the amount of luggage we had because we didn't think it would fit, but he assured us it would. So, he gave us the van and our luggage did not fit, so we had to go back to the counter and he rented us another van. By this time, we were running late. Our final bill was $993.01 Had we stayed with our original plan we would have had a bill of $811.40. I have called Payless 12 times to speak with the manager, however, he is never in or he is not available. I called his superior and left a message. I am not able to get in contact with anyone that can help me. I was told several times that the manager would call me back and have yet to hear from him.Desired Settlement: At the very least, I would like to get $181.61 refunded. The amount of the rental exceeded our budget and had the gentleman not insisted on changing our rental we would have been fine.

Business

Response:

I talked Miss [redacted] and apologized for her problems. I removed the upgrade charge from rental [redacted]. The total charges are now below what she had expected. She was satisfied with this outcome.

Station Manager

Payless

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is more than satisfactory to me.

Regards,

Review: On Monday, June 17, The Payless outlet at the Pittsbugh airport sent me on my way with a vehicle that announced a slow leak in one tire two hours down the interstate. On arrival at my destination, I phoned Payless, and a woman offered to have the vehicle towed and repaired. She neglected to tell me I would have to pay for that. I opted to see how the leak progressed. It continued to lose air, and I filled it daily. The day before my return, June 19, at 5.33 pm I spoke to a manager at Payless who mumbled his name, and told me that he didn't have to do anything about my problem because a) I had done a walk around inspection and failed to spot the leak; b) I had declined the "roadside assistance" package, which I guess is an extra gouge to get Payless to act like a responsible rental agency; and c) I had declined the offer of a tow at the end of the first day (from the woman who neglected to tell me I would have to pay for it). When I asked him to repeat his name, he said he wouldn't. The car made it back to the airport on Thursday, June 20, and when I turned it in I reported the leaking tire to the attendant. [redacted] of the Payless Pittsburgh office and I spoke on June 27. She said that in return for bringing the problem to their attention she was going to bill my credit card $190 to replace the tire. A "piece of metal" had been discovered in the sidewall, which made it beyond repair. Her proof that the metal had not been in the tire when I acquired the vehicle was the fact that no prior customers of that vehicle had reported anything. But why would they if they knew they would get the bill for the tire if they spoke up (as I did)?[redacted] suggested she was doing me a big favor by waiving some administrative fee, and the loss of rental income during the tire repair. She cheerfully pointed out I could contest the charge to my card, and then threatened to slander my credit rating by sending the matter to a collection agency if I did.Desired Settlement: Full refund, and an apology. Absent proof otherwise, I contend they provided me a vehicle with a safety defect that could have led to a high speed blowout.

Business

Response:

We regret that Mr. [redacted] feels that he has had an unpleasant vehicle rental experience. We investigated the rental and reviewed the following facts:

The vehicle Mr. [redacted] rented was a 2012 Chevrolet Captiva. Its odometer showed 19,494 when it left the Airport and 19,778 when it was returned by Mr. [redacted]. The vehicle had no history of issues with its tires and no previous damage or claims of any kind. It was returned from a previous rental, serviced, cleaned and made ready for rental approximately five hours before it was picked up by Mr. [redacted]. No issues were noted for the vehicle at the last service turn. The tire pressure warning light was not on prior to or after the last service turn.

Mr. [redacted] contacted our [redacted] Airport rental counter approximately 3 hours after leaving the Airport with his vehicle. He stated that the tire pressure warning light had come on. His call was taken by our counter agent. Our agent offered him the option of having roadside assistance dispatched to him. There would have been a charge for roadside assistance since Mr. [redacted] did not purchase the roadside assistance coverage from us. We have no confirmation whether or not Mr. [redacted] was informed that there would be a charge for roadside assistance at this time. He claims that he was not informed. We acknowledge that he may not have been.

On the day prior to his return to the Airport, Mr. [redacted] again contacted our counter at the [redacted] Airport. His call was directed to [redacted], the manager on duty at the time of his call. Mr. [redacted] related during follow-up questioning that he identified himself to Mr. [redacted] and that he explained to Mr. [redacted] that the tire damage would be his responsibility.

Mr. [redacted] returned to[redacted] Airport with the vehicle on June 20, 2013 at 1:33 PM. Our check-in agent asked Mr. [redacted] to complete a damage report form so that we could process a claim related to the tire. Mr. [redacted] refused to complete the form.

[redacted], the [redacted] Airport Payless station manager, contacted Mr. [redacted] on June 27. She informed him that the tire had damage from a piece of metal that had punctured the sidewall of the tire, rendering it unserviceable and requiring replacement of the tire. The tire was examined by [redacted], a local dealer that we use to service and repair our vehicles. In discussing the matter with Mr. [redacted], Ms. [redacted] agreed to waive our administrative fees and loss of use charges and charge Mr. [redacted] only for our cost to replace the tire.

Mr. [redacted] has stated that the vehicle we provided for him had a safety defect. We do not agree with his statement. The facts available to us including the previous rental history, the service turn log and the timing of the events related to the difficulties with the tire indicate that the vehicle was in safe condition when it was presented to Mr. [redacted]. Our position is that the tire damage occurred while Mr. [redacted] was operating the vehicle. Mr. [redacted] made the decision on his own to continue to operate the vehicle after he became aware that the tire was leaking.

We offer roadside assistance protection and collision damage waiver coverage to all of our renters. Some renters take advantage of these services and some choose to take responsibility for the vehicle themselves through their own insurance policies or through coverage provided by their credit card issuers. Having not selected our coverage options, Mr. [redacted] agreed to take responsibility for our vehicle. Note that Ms. [redacted], during her discussion with Mr. [redacted], offered to assist him in filing a claim with his insurance company or with his credit card issuer.

While we believe we acted responsibly and appropriately in this matter, we would like to make a gesture toward a more agreeable resolution to the matter.

In addition to waiving the administration and loss of use fees, we would further agree to split the cost of the tire replacement with Mr. [redacted]. We would do this by refunding ½ of the charges for the tire to his credit card.

Because there is some question regarding the clarity of communications with Mr. [redacted], specifically regarding the fact that there would have been a charge for our roadside service, we have counseled our counter agent, booth/return agent, station manager and operations manager involved in this incident to determine how the communications might have been handled more effectively. We apologize to Mr. [redacted] for any misunderstandings or inconvenience the communications may have caused.

Station Manager

Payless Car & Truck Rental

[redacted] Airport Valet Parking

Consumer

Response:

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

July 9, 2013

Re: Complaint ID [redacted]

Attn: Ms. [redacted]

Dear Ms. [redacted]:

This is regarding the response from Payless Car Rental at the [redacted] Airport. As I said before, the rate of air loss from the tire in question (established by multiple measurements over the three days I had the vehicle) was too slow for the leak to have begun after I acquired the vehicle. At the rate it was leaking it would have taken three days for the pressure to drop from the recommended pressure to the one I measured two hours after I took the vehicle.

Payless’s statement regarding lack of reports by former users is consistent with a slow leak that could have begun three days earlier, was too slow to trigger the sensor, and was thus un-noticed by any of the former users. Also, no-one familiar with a story like this one would ever report a problem; they would fill the tire and say nothing when they turned it in.

Payless has no rational financial incentive to examine vehicles on return carefully enough to spot a problem like this one. On the contrary, they have a keen incentive to get the vehicle back into service as quickly as possible (five hours according to them) so any problems subsequently revealed can be billed to the customer. A rotten game of musical chairs.

[redacted] mumbled his name on the phone and, when I asked him to repeat it at the end of the call, he refused to do so. Ask for a recording of that call.

The check-in agent at the airport did not ask me to complete a "damage report form," and more to the point, so what? Is Payless suggesting that if only they had been able to "process a claim" the outcome would have been different? A claim to whom exactly? If it really makes a difference have them send the form and I’ll complete it.

A good con job makes the mark feel like they’ve been done a favor even as they’re being fleeced. That was [redacted] approach on the phone on June 27: telling me how fortunate I was they were waiving three days loss of use and an administrative fee and only charging me for the tire. Three days to replace a tire in a major urban area? I can get it done in three hours.

Ms. [redacted] most definitely did not offer to assist me in filing a claim with my insurer or credit card issuer. She just wanted to know where to send the bill. Regarding the credit card she said, and I quote: "You can file a dispute with your credit card company over the charge, but if you do, we will send the matter to a collection agency." Threatening to slander someone’s credit rating unless they consent to being mugged is called extortion in most states. Ask for a recording of that call.

I have filed a dispute with my credit card company but I don’t know what would motivate them to withhold the charge. If they do I have to move on to stopping Payless from damaging an unblemished credit rating.

I expect to seek legal assistance, but I know that suits aren’t considered appropriate until all other avenues to resolution have failed. For your information, I have protested this issue to the [redacted] Airport Authority, the [redacted] Mayor’s office, and the Pennsylvania Attorney General.

I have made errors in judgment in the past that cost me far more than $ 190. Live and learn. That is the way I regard the money I spend on the rental itself. Never again with Payless.

But my persistence on this issue is motivated by exactly the same anger I would feel if a mugger had stuck a gun in my face in the parking lot and took the money from me. Would I fly up to Pennsylvania and get a lawyer in order to put the mugger behind bars? You bet. Muggers know that most tourists won’t make the trip back for that; that’s why muggers like stealing from tourists.

I will continue with this issue until I have a confirmation that the tire charge has disappeared, that Payless will not be charging my card for anything in the future, and written confirmation that they will NOT send the matter to a collection agency. A verbal promise is not sufficient; their word is worthless to me.

Sincerely,

Business

Response:

Payless has made another refund of $94.98. This will take away all charges from the customer regarding the tire damage. The only charges that remain for Mr. [redacted] are the initial charges of the rental.

Thank You

Station Manager

Payless Car & Truck Rental

[redacted] International Airport

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

July 28,2013

Re: Complaint ID [redacted]

Attn: Ms. [redacted]

Dear Ms. [redacted]:

Thank you for your involvement in this matter. Although what Payless attempted to steal from me has been returned, they are still thieves, they will continue to lie, and they will continue to put visitors to [redacted] into vehicles that received insufficient inspection. If one of their vehicles is involved in a high speed blow out that causes a fatal roll over accident, remember this case.

Sincerely,

?

THIS COMPANY IS THE WORST COMPANY I HAVE EVER HAD TO DEAL WITH!!!!!! Long story short, their customer service representative completely lied to my face which ended costing my $200!!!! The man had asked me verbally whether I wanted all of the extra kinds of insurance and I said no to absolutely everything, knowing that you don't need most of them. We spent about ten minutes talking about all of these options. Then, he put the agreement in front of my face and highlighted the spot where I was to sign. I had literally just told him I did not want ANY of the services he had mentioned and apparently he snuck them in to my contract! I assume, that as tactful people do, once you agree verbally on something, you transfer it to paper and it will reflect what you just discussed. He had signed me up for everything I said I did not want. When you are reading all of this jargon you are not so familiar with, you trust that what you had just discussed is what the document is reflecting. This ended up costing me $200!!!! I tried calling their customer service number and the lady on the phone didnt even try to help me ONCE. She said "I cant do anything about it because you signed the paper" to which I kept responding, "there is clearly a disconnect because your customer service representative completely lied about what I was signing". She could have cared less. I asked if she had management I could speak with and when she said their "was no management" thats when I realized NO WONDER THIS COMPANY IS SO CRAPPY!!!!! The phone conversation ended because she eventually just quit responding to me. HOW UNPROFESSIONAL!!!!! DONT EVER RENT FROM THIS HORRIBLE COMPANY!!!!!!!

Review: My husband rented a car from Payless Car Rental in February 2014. When returning the vehicle, he left our personal Garmin GPS in the rental car. He called the company later that day and was told that they had the GPS (and base) and that they would return it to us if we mailed a postage-paid self-addressed box. We did so immediately and waited over two weeks with no response. My husband has called the company dozens of times and they always say that a manager will call back. No one has returned his call. What really bothers me is that we spent EXTRA money mailing a box that was not used.Desired Settlement: We would like our Garmin GPS and beanbag base returned.

Business

Response:

I talked to the complainant regarding this situation. I expressed my regrets about how the entire incident was handled. I apologized and informed her that our company was at fault. I also spoke with the employees that were involved . I think there was confusion with some different GPS's we had here at the time of the initial contact. I am not 100% sure that we had the GPS in question. However , we definitely communicated to the renter that we did. We also dropped the ball by not following and trying to rectify the situation, once we realized we didn't have their missing item.

I was able to work out a solution with Mrs. [redacted]. We agreed to reverse some charges off the original rental to make up for the loss off the GPS unit. I think she found this an acceptable outcome. I am also going to implement different lost and found procedures to avoid future issues of this type.

Sincerely,

Payless

Pittsburgh Airport

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Payless provided a receipt at check out for the correct amount billed to my card. Instead, they made an unauthorized charge which was over $175 more than the receipt. I spoke several times with a desk employee who told me that the manager, Mike, was not going to correct the problem and "owed me nothing" When I finally spoke with the manager, Mike, he became rude, loud and belligerent refusing to correct the problemDesired Settlement: Reverse the charge and bill me the amount provided on the receipt.

Business

Response:

Subject: ID [redacted]I am responding to complaint [redacted] dated 06-24-15 11:41:30 AM. I have attached paperwork showing we refunded 175.57 to the complainant's account, This was handled at the time her rental agreement was closed per our policy. She signed the debit card agreement which states "It can take up to 14 days" for the money to be back in her account. She was not over charged .Mike H[redacted]

Review: I rented a vehicle from Payless Car Rental for 24 hours. I inspected the car beforehand and noticed scuff marks, which the employee did not note on the form because they could be wiped off. I also purchased supplemental insurance from Payless, which they assured me would cover damage during the rental period. When returning the car, one of the scuff marks (1/4" in diameter) was put on the damage report. I have an image of the car with the license plate indicating the size of the damage, which is smaller than a dime. I received a call one month after returning the car indicating I caused $535 in damages and owed a $500 deductible. Not only was the deductible not clearly marked when purchasing supplemental insurance, but the small nick could easily have been overlooked during the initial inspection. Additionally, the amount of damage being claimed was disproportionate to the actual small nick that was likely on the car before renting. I feel like this was a set-up and scam -- especially considering how close the estimate was to my deductible. Please use caution when renting from Payless.Desired Settlement: I would like the claim for damages to be waived from the rental.

Review: I rented a car for 2 days from this proprietor. Upon return I was charged for smoking in the vehicle, despite that I am a non smoker and did not smoke in the vehicle.Desired Settlement: I want to be refunded the $200 fee I was charged for bogus reasoning

Business

Response:

Dear Revdex.com representative,

This is a reply to ID # 9775045, which was submitted to us here on 10/23/2013 10:50 AM. Every customer that rents our vehicle is told to sign an agreement of our non-smoke policy. By signing this agreement, the terms and condition is understood that if there is any smoke smell, there will be a charge of $200 which is the deposit held at the beginning of every contract as security in case anything is to happen. The vehicle was returned and closed out by the counter agent which states that the vehicle had a strong cigarette odor and ashes were found on the dash and middle console. With those condition, the agent had charged the $200 as directed. For any other questions needed about this dispute, do not hesitate to call. ###-###-####

Thanks,