Payless Car Rental

They are not ethical! I explicitly said I did not want additional coverage because I had already purchased. They had me initial that I acknowledged that I was NOT adding on additional coverage. None the less they charged me and I didn't notice until I returned the car and they will not refund. Customer service is terrible. They don't even acknowledge their customers and slouched behind the desk and played on their phones. Mumbled through answers when I asked questions. Cheap, but you will pay the price later. DO NOT USE!!

Horrible service, we went to newark airport to rent a car that we had already rented online through their website. So we get there at 8:00am, and the nasty women behind the counter said that our car was not ready yet, and that we would have to wait till 10:00am, claiming that there was no cars for us. Anyway we wait till 10:00am and go up to her and now she tells us that we have to have a utility bill since we were the next state over. Thank God that we had someone home to take a picture of the bill and have them send it to us via text because she was not going to give us the car, and she was nothing but a lazy nasty person. Not only did we walk right out and get the car, but it was the same car that was in the parking lot earlier. Nobody brought us a car, we had to walk to the car and find it....DO NOT RENT FROM THIS CAR PLACE. And the worst is, there was only one person who worked for them, and no managers.

I'd suggest going elsewhere. People not very caring and don't seem to understand their own rules. Put a large hold on on my card and couldn't explain why it was placed on hold for 2 different amounts. Charged for rental insurance saying it was mandatory by state law even tho both my personal insurance and company insurance had coverage. Was not able to verify that this insurance was mandatory by law either. No one was around when I returned vehicle so had to call back and request a receipt. At that time was given a reference number and told to call back after 48 hours? Total run around. Oh and they tried to jack up my rate after I returned the vehicle. It felt as if no one working in office knew what to do. Took a couple days finally got fixed but wouldn't use this company again.

The gentleman at the counter was an exemplary employee and did everything possible to help me out of a bind that I'd had with another rental company. He did this all with a smile, sense of humor and professionalism. He definitely deserves praise. The issue was that upon walking up to the counter, I reserved and prepaid online for a better deal, and the confirmation email came through with a different pick-up date. SECONDS later I call the toll free number, and the phone agent refused to modify the reservation or cancel it without my forfeiting the entire prepaid amount. I explained I am at the counter and definitely renting from payless at that moment and he still refused. I understand if time had gone by, but it was literally less than 5 minutes. I think that needs to be corrected. I would love to rent from payless in the future as the overall experience was great, but the external customer service leaves me leary.

Arrived at 11:15 after a delayed flight and then further delays on runway to find out they were CLOSED even though we had a reservation. No contact number had a machine to leave a message or get help. NOT PLEASED. If I could leave 0 stars I would. Just because it's low cost doesn't mean a company should be allowed to FAIL in providing the reserved vehicle.