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November 2023 by Patrick C.
WARNING DO NOT RENT FROM PLAYLESS!!!After renting a vehicle and telling 3 Payless representatives (desk, parking lot attendant, gate person) that I saw clear damage Payless still tried to pin the Damage on me.Thank god I took photo and took the insurance. But how awful they still sent me a email saying I did the damage. I think they are running an insurance fraud scam!
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November 2023 by Alex Mar
Had a reservation with Payless. Got in line at 1045 pm. I’m still in line (1:12am). Photos of the line below. A LOT of angry people from Payless, Avis, and budget. Waiting over 2 hours (and counting) to get a car. Never again. FYI doesn’t matter which of the three companies people rented from, we’re all in the same line.UPDATE: finally got a car at 1:45 am. Three hours waiting to get a car that I reserved and paid for weeks beforehand. Driving away, there were still at least 80 people in line.
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November 2023 by E R
November 9, 2023. The absolute worst rental experience ever. It literally took three hours to get a rental car. I arrived near the counter to see a very long line and only one Payless employee working to assist customers. Avis at least had three employees working. I don’t blame the lone employee who was just doing his job. I blame the company, who should have the ability to account for the number of customers receiving rentals in a given day based on reservations. I stood in line for two hours until I was finally helped. To add further disappointment, there was a second line where all Avis, Payless, and Budget customers had to form a second line downstairs in order to actually get a vehicle. That was an ADDITIONAL hour of waiting. After a four and half hour flight, there is no reason to wait three hours to receive a rental car. This is the first and last time I use Payless or their affiliated companies. Just plain horrible customer service. Why reserve a rental from a company for pick up at a certain time if that time, or appointment, is not honored? This experience left an absolute horrible impression of this company, and many in the long long lines expressed the same sentiments.The turn in was quick and efficient, however, overshadowed by the horrendous vehicle pick-up.
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November 2023 by Lance West
I'm writing this after my full rental experience.The line shown in that photo took 3.5 hours to get through. They will only staff 1 person at a time maximum to run the desk (how do you think they "payless") They spend about 7 to 10 minutes per person, so even if the line seems short it takes a while. If you are lucky like us, there will be another 45 minute line downstairs to claim your veichle.When you pre-pay, you do not get a reservation for an actual veichle, it is more like a voucher to pick up whatever they have available downstairs. In doing this, you don't even get keys at the first desk, so you have to wait in another line downstairs to get... Whatever they have to give you (unless they run out... Which other reviews say has happened.)Also, I filled up our vehicle at the literal closest gas station to the airport when we returned it and they still charged us a gas fill up fee.
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November 2023 by Peter Kim
I had a reservation to rent a car at the Phoenix airport on Nov 6. There were very few people in the Payless line when I got to the rental car terminal so I thought that this was a good sign. Boy was I wrong. An hour and a half later, four customers had been served (one found out that she was in the wrong line) and I finally get to the counter. It took just a few minutes to enter/confirm my information, but we had to stand there waiting 3until we get a confirmation that an actual car is available.!The actual car was ok, but the terrible service was repeated on the return. I returned the car around noon on Nov 9. There were a few Payless employees directing us to lanes to return our cars, but no one to tell us what to do. A few of us were standing around waiting for someone to come by, process our return and give us a receipt like I am used to. Finally, we find an employee and asked them what we needed to do. He said to just leave the key in the car and we would get the receipt emailed to us.11/10 still no receipt so I contact the company. Spend about half an hour going through the rental info. 11/11 still nothing. 11/12 I get a text stating that my rental is overdue and to please contact customer service. I call them and eventually they confirm that I had reached out to them on 11/10, but that it would take 2-3 days before the issue would be resolved. 2-3 days to get confirmation of a return and a receipt is absolutely ridiculous!!!!! 3 days later, 3 phone calls, 2 supervisors and a manager later, I finally get a receipt. All other car companies have systems where the cars have barcodes and just need to be scanned in, and end mileage recorded, which takes all of 30 seconds. Not sure why Payless who is part of the Avis group is so different and takes days to do what should be almost immediate. Whoever they have running the car processing for them at Phoenix should be fired. I have never experienced such a screwed up operation in years and years of traveling.To add insult to injury, I get a certified letter 3 days later saying that I need to return the car....what a joke...
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November 2023 by Richard Craig
Pretty abysmal experience renting a car through Payless, and Avis, and Budget by association. Waited 3 hours in line to get to the desk to process our reservation, then the guy working the counter while his managers hide in the office doing God knows what. Once we get our reservation processed we get sent to another level of the building to wait in a line 3 times as long. Literally no staff anywhere guiding the queue, basically got a “whoopsie daisy” from the guy at the desk. Basically got to spend the first 4 hours of my only vacation this year waiting in line at the airport to rent a car. I will never do business with any of these companies again and will tell everyone I know to spend their money elsewhere.
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November 2023 by Chris Planter
Took 2.5 hours to get to the counter because they had one guy working. Guy behind the counter said Avis, the owner, takes priority over Payless so they get all the employees. After signing car contract, you take the escalator down to “express” assign center which took another hour. Then it takes about 20 mins to get out of the garage. Save yourself and pay a little more for other rental companies.
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November 2023 by Caelyb R.
Severely understaffed over two hours from the writing of the Rental Car station to actually driving away and Rental Car no Payless employees on staff Avis customer service counter to actually get a car. The line to exit the garage after picking up a car took about 40mins. Rent elsewhere
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November 2023 by Adam Buchanan
Preface- I really try to avoid writing a 1 star review….however this company effortlessly earned it today….so here goes…..Standing in line as I write this. So far, been in line 1 hour…not even to the halfway point. One employee working the counter. Honestly bless them, I’m sure their day is full of upset travelers. They will catch no grief from me. My flight from Seattle was 2 hours, 10 min. So…I expect to be in this line longer than my flight took. Absolutely unacceptable from an operations perspective. Benefit of the doubt, sure…but seeing the reviews it seems this is the norm. This will be a first and last for me. And please believe I’ll be on the phone with customer service when I finally get my rental car….there will be some sort of compensation for this lackluster experience. All companies are led from the front and clearly this represents complete and utter subpar leadership. I do not fault the front line folks for this at all. When traveling to PHX, seriously just hoof it to your destination, rent a scooter, ride a horse or give your hard earned dollars to a more efficiently ran car rental company.***Best part! When you are standing at the halfway point…you get to make way for ALL of the other travelers who have seamlessly and quickly obtained a rental who le as they walk through the middle of this line that rivals the most lengthy Disneyland lines and they have grimacing faces, sideways comments, the look of… dang!!! Glad we avoided Payless Car Rental…and of course the occasional excuse me/thank you***
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November 2023 by Darren T.
Terrible, don't rent a car from here. Unless you can stand in line for hours. I guess there saying if you want a cheap rental, the service will be horrible. Avis and Budget are sister companies and the service is so much better
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November 2023 by Nancy G.
It is cause we're of Irish heritage? No, that can't be.... "Luck of the Irish" is actually bad luck, and we had a perfectly easy-peasy time renting from here, compared to all the other reviewers!I reserved a car from here bundled with my Southwest tickets. When I realized that I had booked a pick up time for before our flight was due to arrive, I called them up and asked for a later pick up. The man on the phone told me it was no problem and notified me that I could get a bigger car for a lower price than I had originally booked. Well, that's a no-brainer; sign me up!We were second in line, with only one guy behind us.Upon check-in, the man at the counter upgraded us again, at no extra charge.The agent told us what car to look for, where to find it, and that the keys were already in the vehicle. We didn't have to get help from anyone after that.My husband did the usual walk around and took pictures to cover our butts, including the gas level, which was over half full, but not completely full.The car was unlocked, and sure enough, the key was in the cup holder. Except, it wasn't a key, it was just a fob. We got upgraded to one of those fancy push start cars. Once we figured everything out, we were on our way.We had to go through a gate to exit the garage, and there was someone there to check us out. That was it!Upon return, we filled the car to just about the same level it was when we got it, and we never got charged anything extra. We returned it to the same place, where a guy simply scanned a barcode on the windshield, and then we left, straight up to the tram to the airport. We were told to leave the fob in the car, so we did.It truly could not have gone any easier!4 stars and not 5? Well, truthfully, they don't do a thorough job of cleaning the cars. We found a previous renter's paperwork, complete with personal information, a map of Colorado, a parking pass for Rocky Mountain National Park, a mummified apple core, and a piece of beef jerky. Personally, this was not enough to disgust me to the bone, but I can understand how for some, it would be a deal breaker.66/2023
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November 2023 by Turd F.
This company intentionally understaffs their workers. There was one and sometimes two people at the counter with over 100 people in line . you could go to other counters and rent a car with five or six people in line.If you're really smart you may want to Uber away from the airport and rent a car from someplace else from the airport.They do not care about customer service. They just want your money. Took us about three hours to get a rental car this past Thursday .Please save your money and go to a better company, like enterprise or hertz or anybody else do not go here, because it is not worth your time.
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November 2023 by Nancy T.
This is the worst car rental experience I've had anywhere in the country. The line to confirm your reservation was two hours long and just when you thought it was done they send you to this crazy holding area where hundreds of people are waiting to pick up car. Their system is archaic and slow and you can't just walk up to car space like every other airport. Total experience to pick up car is not worth the discount after you waste hours in never ending lines.I will say the rental car I got was very nice and the vehicle return was easy. Billing was fast and accurate. Overall I think they just need to work on the staffing and wait times for pick up or automate the process.
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October 2023 by Rachel Brooks
One person working the counter at Payless. The longest line. Entered the line at 9:40am…reached counter at 11:36am. Received our car at 12:13pm. Left the parking deck at 12:25pm. (2 hrs 45min).Complete waste of time on our short vacation. HIRE MORE HELP!Manager Sara Wendt was no where to be found.
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October 2023 by Kaleb P.
If I could rate this place ,who is ALSO associated with AVIS which has the same employees who COULD help each other I would rate this a zero star. The Avis section had 7-8 representatives they only placed 1on the payless side. The Avis line went through .... You guessed it.7 times faster. We have been in line for close to an hour and only made it half way through a 24 foot line. When we asked for help for the frustrated employee getting yelled at by the disgruntled customers, the black gentleman smiled and said " they want us to clear the Avis line first." I will note that the long ass Avis line refilled multiple times since we have been here. This is not fair to the ONE employee at the Payless counter who is working really hard and fast for a company who doesn't even help their employees out. Sad to see the other 7-8 employees at the Avis counter leaving him alone to deal with upset customers. Honestly wouldn't recommend either Avis or payless to ANYONE. This is a service and right now paying for any service for a lot of people is tuff. The LEAST you can do is try to make it easier for the clients who have had a tiring long day from traveling. Additionally, when we got done with waiting in line, we moved to get our car thinking that we were done waiting. The line to get the car was EVEN longer!!However, the only good thing about this experience was the manager Sara. She was doing her best to get everyone through. This woman deserves a raise.Confirmation# 18031277US5