I’m a pretty patient person, and I never got upset, but this exchange was testing my limits.
3) We were first in line at the counter, and probably stood around waiting for the rep to run around doing stuff for about 15 minutes. I understand he’s a one man show, but I’m not really sure why.
Very confusing and inconvenient. We booked through Expedia about a month prior to our departure date. When we arrived to pick up the vehicle, there was no one at the Payless desk...there was a sign that referred us to go to Budget, where there was a huge line. We waited for about a half hour until a representative from Payless finally came out to serve us, explaining that the only car they had left wasn't a good one and didn't even have cruise control....she talked us into the $100 upgrade...shouldn't that be free considering that the description of the car on the reservation wasn't at all what the rep. described? Anyway, we had to rent the car from Budget because that one car was all they had left....upon return I asked if I could change payment method and the Budget rep. said to do that inside. We went inside only to again find no one at the Payless desk and an even longer line at Budget. There was one employee working when the line was going all the way back to the baggage claim. We saw a representative poke his head out of the door, look at the line, and close the door, leaving that one rep. to serve the huge line. I decided to call. I called and Budget said that I had to wait until Monday to change my method of payment. I called Monday and Budget told me to call Payless. I called Payless and they said it was too late to change my payment method. Thanks Budget and Payless! Grrrrr..... Pay a little more and don't be so dismissed and confused.
The bad:
Overall, my experience was mediocre.
DO NOT, I repeat DO NOT ever rent through this location. I rented a car for a week at a rate of $190.98 for the entire week. I was asked if I wanted the full protection plan which I got. I have gotten these with other rental companies in the past. Well upon returning my car in the same condition as I received it my cost for the week jumped to $572.53. I called to speak to them and they basically said well you signed for the full service protection plan, so we can't do anything. I informed them that I have never seen a protection plan that is double to almost triple the price of the rental. I stated that they should be informing customers of this type of cost. They basically blew me off. If I could have given them a negative star I would have.
Worst rental car company ever. Zero stars, because 1 is tooooo many. Charged me more then my reservation pice, charged me for gas I didn't want, pushed their over priced insurance to the point I almost walked away. Will never rent from this POS company again. If you think you are getting a bargain, think again. It's like JetBlue. End the end, you are chafed more then going with one of the good companies in the first place.
1) Wanted my rental as cheap as possible. I booked and prepaid online. Upon arrival, my total was about 60 bucks more than my original booking. The agent said that there was a minimum coverage requirement that was not indicated to me when I booked the car. Not sure if this was true or not, but it’s pretty misleading. He told me “hey, I just work here.”
So anyway, Car: good. Customer service and pricing honesty: bad.
2) I booked and completely prepaid for a van for 4 days. The reservation began at noon on the first day. Due to a delayed flight, I arrived around 2pm. Upon checking in, I was met with “I don’t even know if I have a van available.” I said that I had completely paid for a van, and the rep immediately blamed me, “Well you’re 2 hours late, so we consider you a no show. Then we don’t necessarily hold a car for you.” To his credit, he did eventually find us a van, (I think from Avis, the next counter over) and it was fine. But way to start the experience off on the wrong foot. I don’t know if this is standard practice, but it seems to me that if I completely prepay for a van for 4 days, I should be able to get there whenever I want after my start time (within reason) and a vehicle should be waiting for me. An airport location should also be a bit more understanding and accommodating for delayed flights. (and maybe don't tell the customer you don't know if you have their vehicle before you're sure.)
The good: The mini van we ended up getting was newish, and in good shape. No problems.
As another has said, DO NOT RENT from these people. I had a noon reservation. I arrived at noon. Was told a car would not be available for me until a return came in at 4pm. Totally unacceptable. They offered no solutions and no redress for their mistake ... just a sorry, you're on your own. Unbelievable. Why even bother making reservations? I will NEVER use these clowns again.
Payless Car Rental is a US Car Rental based in Alcoa, Tennessee. Payless Car Rental is located at 2055 Alcoa Hwy, Alcoa, TN 37701, USA.
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