Wrong license plate, smoker car -- really????

The car wreaked of smoke. I tried to return it for something else and was advised Payless doesn’t guarantee non-smoking cars. What? I had this car for a week traveling to and from my daughters volleyball tournament all week. This meant my family would have to inhale this second hand smoke all week long. Your company name should be Careless not Payless because I ended up paying more for a roomier car when other agencies offer roomier cars within the same class. And of course Carelss again for your substandard, second-class and negligent service to customers who do not smoke. Unacceptable!

The service was great, but there were so many hidden fees and they tried to charger me 35 cents per mile. I would rather just pay more and go through another vendor.

The counter staff was rude and un helpfull it was not easy realizing the car rental company was payless.

They double booked the car I had, i got there first but another group approached me that they had the same car space number. When I dropped off, I was hit with a $20 late charge which no one told me about when dropping off. I only saw it when I got the credit card bill. I did not realize the drop off location was not right at the airport but an additional 15-20 minuted away.

Like: Rental specialist was great, she was humorous and was quick to help us. It was very late so we could tell that everyone was tired, but we were helped and it was quick. Experience was great because our vehicle was not available, and we got a free upgrade. Specialist also did not at all push for any additional products or services, which is great and helps speed up the process for clients who know what they want!
Dislike: Being close to the airport means that this location will have lots of clients who arrive later than expected due to delayed flights. As this is out of everyone's control, a more legendary customer experience would be to have plans and accommodates for these clients. I was 1 hour late in picking up my vehicle, but it was given away because we were late. Although our rental specialist was able to upgrade us without a fee, it leaves me thinking what if there were no vehicles left, what would we have done? Car was also very dirty, food crunches left everywhere, windows were absolutely disgusting. We did have to clean it ourselves.