Car Rental Company Gets an 'F' Rating, Warning From BBB

Over 800 complaints have poured in against Payless Car Rental
By Gina Carey,  Newser Staff
Posted May 25, 2017 11:47 AM CDT
Car Rental Company Gets an 'F' Rating, Warning From BBB
A white BMW X3 SUV, which was an upgraded rental car in Orlando, Fla., thanks to elite status in the National Car Rental program.   (AP Photo/Scott Mayerowitz)

The Better Business Bureau (BBB) issued a warning to potential customers against a well-known car rental company used at airports nationwide, giving it an "F" rating and sending letters to four state attorneys general to investigate after receiving a storm of grievances. According to ABC News, over 800 complaints against Payless Car Rental (owned by Avis) to the BBB have been filed in the past three years. In a statement, the BBB says Payless did not respond to attempts to address complaints, which largely center around three areas: sales practices, billing/collection, and contracts. A proposed class-action lawsuit was filed against Payless after livid customers banded together in a Facebook group created to air their grievances over customers' biggest beef: undisclosed fees.

"They use low rates online to get people to use them over other rental agencies, but when you get there, they slam you with additional fees," says one of the lawyers behind the lawsuit. ABC spoke to one plaintiff who claims he was promised a $217 rental over six days upon signing his contract, but was later slammed with a $528 bill filled with charges for insurance and protection he repeatedly turned down. In their own investigation, ABC producers rented four cars from Payless at different airports. Two of the rentals didn't include surprise fees, but at least one had additional charges slapped on (a fourth was towed for its "dangerous" tires). Payless declined interview requests from ABC but said in a statement, "We are investigating your concerns with your experiences to ensure that our employees' statements and conduct always remain consistent with our policies and procedures." (Read more car rental stories.)

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