The worst car rental service I EVER encountered. NEVER AGAIN WILL I MAKE SUCH MISTAKE.
I went outside and called customer service. The guy on the phone reiterated the same information the girl at the desk had about the fee being listed in the location specific terms, which at this point I had still never seen. I told him that I wanted to cancel the reservation and I wanted a full refund. Normally they charge a $50 fee for a cancellation before $48 hours, and they refuse a refund if it is less than 48 hours, but I feel that I was due a refund since they had misrepresented their fees in the T&Cs. I could have paid the $350 if I wanted to do so. The point was that this was a fee that I was never made aware of (well, at least not that amount) until after I was at the counter. So the guy on the phone says he has to put in a ticket an I'll get a reply by email. I asked to speak to a supervisor. He put me on hold for several minutes then dropped the call. But by that time I had already received an email that my ticket had been entered so I decided to wait to see how that went before I called back and escalated again.
So I got the response today. They said that because I didn't cancel before 48 hours I wasn't due any refund. I called back and was told that I would need to reply to the closed ticket with any additional information I had that I wanted considered. Before doing so, I went back to the reservation page just to ensure I hadn't missed anything. I clicked the button for the T&Cs, and sure enough, on that page the only hold listed is the $200. I read through every single word and verified that I was correct, and I was. I decided to look at the rest of the reservation page, and at the very top of the page there is a little tiny link that says policies, and when you click on that it takes you to a menu of different headers. One of those is debit card, so clicked on that, and there it finally mentions the $350. The problem is that this isn't listed anywhere in the T&Cs, there is no link to this page there, and there is no verbiage that directs you to look for it. Anyone trying to rent a car from there website would be under the impression that the fees listed under the T&Cs are the only fees involved in the transaction. This is the most unprofessional company I have ever dealt with.
so far so good! I paid online in advance and when i got to checkout they upgraded me since they did not have a full size i got a mini suv. I dont know about the whole debit card issue everyone is mentioning but i used a debit card online to pay and showed a credit card at the counter to hold. they did mention that they dont normally do that but i doubt they would cancel my reservation. anyway the woman at the counter was great and very friendly i wish i remembered her name to mention it . The car I got was so clean! and practically new. The only downside was that a week later i was told i has to change the car in for another due to some "issue with a recall" when i traveled back to swap cars i got a full size which was what i originally paid for . Another great looking car . The only reason they didnt get 5 stars was because of this mishap but for the most part it wasnt a bad experience at all.
So a few nights ago I decided to rent a car for a trip that my girlfriend and I are currently on, rather than subject my car to another long road trip. I went online, compared rates, and decided to try Payless. So I make the reservation online, and prior to submitting my payment I take a look at the Terms and Conditions listed on the payment screen. They mention that a credit card hold of $200 will be applied at the time of pickup, and that it is refundable after the car is returned. They also state that a debit card can be used at some locations, but may require a credit check. This, in a nutshell, is all that is mentioned about debit cards being used for the deposit. So Saturday gets here and we go to the airport to pick up the car. A very rude girl at the counter takes my name and asks me for my card an my ID. She also asks me for a third method of identification (which isn't listed as a requirement on the website). She changes her mind about that request after she sees the address on my license. She then proceeds to tell me that I will need to put a $350 hold on my card since I am using a debit card. I advised that the website says it is $200, to which she holds up a printout that says it is $350. I respond by showing her the email confirmation I received saying it is $200, and she starts talking about location specific fees and that it was in the terms and conditions I agreed to. I again point out the terms and conditions that I agreed to specifically states $200, and she just kept pointing to the piece of paper. I will admit that I got a little heated, although I kept control of my language, and she then told me that if she wanted to she could just refuse to rent m a ar at all. I had had enough.
We were given a vehicle with bald tires, zero tread. Our vehicle hydroplaned twice while driving in the rain, we were unaware that this would be due to the tires until the following day a family member pointed out the dangerous condition of the tires on the rented vehicle. Upon checking out, I expressed my disgust to the sales associate that they would even consider renting a vehicle that is in such poor condition and is frankly dangerous. This company obviously does not care about the safety of its customers! I hate to even give them one star, I will never rent a vehicle from this company again and will be sure to let others know.
Payless Car Rental is a US Car Rental based in Greensboro, North Carolina. Payless Car Rental is located at 1000 Ted Johnson Pkwy, Greensboro, NC 27409, USA.
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