The experience started off with a long line. Probably because of there great rental rates. Finally got to the counter and spoke to a lovely young pregnant lady. She told me my class of car was available, but they were offering a free upgrade to larger more comfortable vehicle. Being a larger man I thought about it. I proceeded to ask her questions to be certain I would not be charged anymore money than the original online rental purchase. She assured me there would be no additional charges. So I proceeded with the upgrade. I enjoyed the rental for the week. The vehicle was wonderful. When I returned the vehicle the lot attendant inspected the vehicle and printed a receipt. The receipt stated the full amount. I asked for explanation. She stated that there was the full amount in bold then the discount amount and then the amount I owed. It did not look right to me and I did not have time to go into the building to wait in the long line to speak to an agent. So I flew home and when I had a moment called and spoke to a customer service agent. He created a ticket and told me he could do nothing, it needed to be handled by the customer care representative and I would receive a call in 72 hours. 72 hours goes by I never received a call. I called again and the customer service agent told me they decided against my claim. I asked to speak to the customer care department. He told me I could not speak to a customer care agent or his direct manager. I asked for an explanation of why I could not speak to them. He could not give me an answer. I said fine I will dispute the charge through my Credit Card Co.While I was writing this review/complaint, I saw an ABC News article today that the BBB has now given Payless Auto Rental an F score for this same issue I just described. there are currently hundreds of complaints like mine. Just do a google search you will be surprised at all the negative complaints.
Worst ever. Charged more than what my reservation said. Said I was required to buy a full tank of gas from them because it was in the contract. Slow. Liars. Deceitful. Don't answer the phone. Cars are not well maintained. Go anywhere else. Do yourself a favor.
Waited at the airport for the shuttle to the rental office for 20 minutes in sun, heat & humidity only to arrive at Payless' rental office to find over a hundred people (family & children) waiting outside up to 2 hours to get reserved rental cars on Sat July 29, 2017. We were told to wait outside the building and to put your name on a waiting list to be called inside to stand in line. Only one person from each family was allowed inside into the A/C to wait in line the remaining family members had to wait outside although they did allow some elderly and a young nursing mother to come inside to escape the heat. The outside wait was 30 minutes then waited in a line of about 50 other potential renters for another hour & 15 minutes. Then outside to wait for the car to be brought around to finally inspect it. We were told to do our own inspection and complete the form left on the dashboard to document all the scrapes, dents and dings on the car. The agents claimed two flights arriving at the same time caused the delay! I saw no one from our flight waiting with us and talking to others who were waiting had arrived on several different flights. The entire episode from flight arrival at the airport to finally receiving our car was three (3) hours!! What a terrible waste of time to start our vacation on Maui!
I have rented cars here more times than I can remember. The employees remember me, greet me warmly and hustle (literally run!) to shuttle us back and forth to the airport. The cars are always clean and the best deal on the island. I don't pay for insurance though, my personal policy covers car rentals.
This place is the worst! I'd have given it a 0 If that was possible. We came to this paradise of an island for the 4th of July weekend (yes, yes I know it's a crowded weekend, but you'd expect a business to be a little prepared ?) We waited 4 hours to get a car that was pre-reserved. 1hour for a shuttle at the airport(dollar, enterprise,hertz had multiple buses and like 10 customers while budget/payless line to board the shuttle was an hour long). As we got into the shuttle it made sense why we had to wait over an hour - Mismanagement. These were small shuttles that they wouldn't fill up completely, take about 8-9 people each ride (comfort and leg space are good perks. when the line isnt 1000 people long). Then came 3 hour wait at the car-center, where they'd give us tokens as we enter and ask to come back later after our number was called. It wasn't a token call when you get to the counter, mind you, but a token for when we'd be eligible to stand in the 1.5hr line. An hour into the token receiving ceremony it was our turn to stand in line. There were 3 people behind the desk and the line was about 80 people (80 distinct customers) long. So that was another 2 hours. No apologies by the staff, just shrugs.
Payless Car Rental is a US Car Rental based in Kahului, Hawaii. Payless Car Rental is located at 844 W Mokuea Pl, Kahului, HI 96732, USA.
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