Diane Reviewed on Sep 29, 2019, 7:08 PM
I booked a car through carrentals.com with Payless to pick up at 2 pm. When I arrived at the counter I was told that the type of car I specified was not available but that they should be getting some returns and I could wait. As I was waiting I noticed many people being helped in line but no one updated me on my situation. At this point there was only one person at the counter to help with reservations. Thinking that I had an indefinite wait ahead of me, I decided to try the other counters in the car rental center and easily found the size car I was looking for at essentially the same price. Very poor customer service.
Robin Reviewed on Sep 2, 2019, 3:59 PM
The car was fine, and pick up was seamless. When I returned the car, it was difficult to find someone to help me check in. At the end of checkout, I was told my $87 rental was $176. I was told it was due back earlier that day, and that I'd paid $25 for an upgrade. I rented for 2 days, and was told I rented for one. The clerk didn't care, and I had to insist repeatedly that he look at my reservation. After some research and calling the clerk who checked me in, I was finally able to get my bill corrected. If I didn't have Clear and precheck, I would have been forced to decide rather to miss my plane or let Payless steal $90 from me.
Bala Reviewed on Jul 30, 2019, 12:29 AM
I had a early morning flight and was really tired when I went to the counter. The guy at the counter was talking to someone on phone. From the conversation, I figured out it was the next guy who was supposed to take over. After the call he did not apologize for making me wait. Initially I was given a car reservation made by someone else, after going to the parking lot I realized it was wrong and I went back up again to the counter. No one was present at the desk and I had to wait for sometime for the next customer rep to show up. I had made the reservation through carrentals.com and the bill was $15 more than the price given by carrentals.com. I declined all the add on options. When I asked the customer rep why the price is higher, he replied to me the price from carrentals.com is only an estimate. I did not say anything as I was very tired and just wanted to get the car and leave the place. Partly it was my fault for not checking the bill properly. After returning the car and couple of days later I called Payless to find out why I was charged extra. I learned that the extra charge was for Road Side Protection. It was just mentioned as RSP in the bill. I clearly remember telling the customer rep at the time of picking up the car that I'm declining all the add-ons. They created a case and told me they will follow up more. I just got a email saying since I signed the agreement nothing can be done. I replied to the email with all details and my dissatisfaction at the service provided. No response after that. I don't care about the money part, I was very frustrated with customer service. I saw several negative reviews online. I learned my lesson. Save yourself some headache and avoid this place.