Payless Car Rental

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I rented a car from Payless in Las Vegas for six days this past September. The company's agent refused to complete a condition report at the outset-- so I took my own photos instead. Then the agent implied that the vehicle was fine when I returned it on September 13. Forty-six days later Payless wrote a letter addressed to me which contained an accusation that I had caused damage to one of the vehicle's tail lamps during the rental period. Payless then charged my Visa credit card $437.38 USD without my permission.

As a result of a local postal strike I did not receive Payless' letter until November 8, which is the same day Payless received a heated reaction from me. Following the conversation a member of their staff created an online service ticket designed to handle the dispute; then from November 9 to November 28 I spent precious life-hours going back and forth with The Payless Customer Service Lead (The Lead).

The Lead's first message to me stated: "...it has been determined that this incident was the driver’s responsibility..." and "...Because this is a renter responsibility situation, the charges have been deemed to be valid and a refund is not warranted..." It was DETERMINED? HOW?! When pressed to reveal the proof that I had inflicted the damage, The Lead dodged the demand and asked me to defend myself by submitting the non-existent condition report. When pressed again she stated that "We have forwarded your information to the location for further review." When given a deadline and threatened with negative reviews she continued to offer no proof but did offer to refund 50% of my $437.38 USD. Finally, when given a deadline and threatened with possible legal action she finally conceded that there is "no documentation on their side." Payless promptly refunded my money and stated: "We apologize for any difficulties you may have experienced during your rental. We hope you continue to choose Payless Car Rental as your rental car company of choice."