They are not at the ORF airport! Your reservation time does NOT mean they'll reserve a car for you! We waited for 4hrs past our reservation time because they were out of cars. Wish i listened to the bad reviews. What a nightmare, that was the first and last time renting from Payless. Terrible customer service there at the front desk, she yelled at me. They tried to over-charge me, thankfully I'm good at checking receipts. Because they're low-budget, they're more strict and less understanding than other rental places. Avoid the headache and go with a company who acctually knows what they're doing.
Counter clerk attempted to charge me for optional services before I took the car - I declined and wrote that on the agreement. Upon return of the car, I was billed anyway - when I pressed the issue, the counter clerk issued me a return receipt showing a credit to my credit card for the disputed amount. The company then billed my credit card anyway. I called the company and was provided no help. I complained online and was told I owed the money anyway. I disputed the charge with my credit card company, who then refused to pay the amount because I had proof that I had refused the optional service and was provided a credit receipt. Today I just received in the mail a letter from the collection department of this company. When I attempted to call the number, the phone line had been disconnected. I then googled this issue and found that (1) the Better Business Bureau has issued a warning to consumers against this company and (2) a class action lawsuit is forming against the company as well. I just finished law school so I am looking forward to this fight! I have done business with various car rental companies over the years and have never seen anything like this before. Payless is not just going to lose business from their unethical and illegal behavior - the whole car rental industry will suffer from this situation. I am unfortunately going to think twice about renting cars in the future...
Car was decent and clean; check-in staff ok; shuttle was difficult. Is the only rental car service that is off site so there is little to indicate what do, forcing you to go to the information center and then where the shuttle bus is parked is poorly indicated.
This place have the worst customer service. I called in and spoke to a lady about a reservation I did with Travelocity. I made her aware that I had a debit card and I was coming from Portsmouth. ( No where in that statement I said I was flying in from Portsmouth) She advise that I at least need 200 they didn’t charge a deposit just the hold for the amount of the rental for two days which total 160.00 for two days. I said okay I advise her I was coming that evening to pick up. I got there it was a totally different chick with a attitude and she gonna day I couldn’t use my debit card it had to be a credit card. The best thing thing that came out of this is I had the opportunity to leave and I got another rental from Newport News and after explaining the situation that happen at the Payless in Norfolk off of Military highway I got a Chrysler 300 for 100 for 2 days. Things happen for a reason. Good customer Service from another car rental turned the bad experience I had at Payless around....Payless should be called poor customer service car rental.....
When I picked up the vehicle I verbally communicated with the agent that I wanted to decline all optional coverage including the fuel option. Prior to signing the contract I questioned why the estimated total was higher than my original reservation. The agent said it was all related to the way Payless handles their fuel option, it will be on the contract even if you decline and will be removed once he vehicle is returned. Upon returning the vehicle the fuel charge was removed as promised but the total charges were still higher than my existing reservation. I then discovered an optional Road Side Protection plan was in my opinion deceptively added to my contract. Please beware with this particular location, even if you tell them to decline all optional coverage, their standard practice is to deceptively hide Road side coverage in your contract under the acronym RSP for $5.99 per day. When I politely disputed the charge to the agent behind the counter she deffered me to the corporate Payless customer service 1-800 #. The agent was more interested in getting back to her movie on her iphone than trying to help me resolve the issue. I travel several times per month and deal with all the major rental companies throughout the year. This was my first experience with this particular location and after reading all the other reviews I witnessed firsthand why they are recieving bad publicity.
Payless Car Rental is a US Car Rental based in Norfolk, Virginia. Payless Car Rental is located at 3444 N Military Hwy, Norfolk, VA 23518, USA.
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