Payless car rental, Orlando, FL -booked on Internet - poor car rental experience - trouble with vehicle

Complaints.com received the following consumer message on July 14, 2002:

From:

RE: Payless car rental, Orlando, FL -booked on Internet - poor car rental experience - trouble with vehicle We rented a car from Payless for our vacation in Orlando. I have made all my car rental reservations through the internet and have had no problems, but then I always rented through Alamo. It started at the time we arrived at the airport. I called on the coutesy phone when we arrived and was given instructions where to wait for the shuttle they were sending.

We waited 20 minutes when I decided to call back and was asked by the employee if I was waiting on the "B" side. No, I was told to wait at "A 11" and thats where we were waiting. At this point I was told once again that a driver would be right there. After another 15 minutes I called again and was told " that she thought she was going to have 2 drivers that night but only 1 came in and someone was on their way". We waited another 10 minutes (the Payless building is less then 5 minutes from the airport) and just as I was calling

againg the van pulled up. The nightmare was just gettting started.

Our driver drove like a man possessed although we did arrive safely. I went in to check in and pick up the car with my printed confirmation from the internet in hand. I was told that I had rented a 2 door intermediate. I had

rented an intermediate size car but I had clearly marked 4 door.

Our children were with us who are 18 and 21 and they were giving us a 2 door Ford Focus. The confirmation from the car rental did not say whether it was a 2 or 4 door but did say Ford Focus or similar. She informed me that their Ford Focus were all 2 doors so therefore I must have rented a 2 door. I tried to explain to her that the 4 door also said Ford Focus or similar "but no I was wrong I had in fact rented a 2 door". At this point she went to get the car which took another 20 minutes for her to locate it because it has just been returned.

I was finally given the keys to a bright yellow, hatch back, 2 door Ford Focus. All in all from the time we arrived at the airport it took over 1 hour and 20 minutes before we drove away with a car we didn't want or had not reserved. The car had a quarter of tank of gas, windshield wiper blades that weren't good and a broken front passenger seat that would not flip up to allow the back seat passenger to get out easily. The seat

could only be slid forward.

And to top it off if you did not put the key in exactly right it wouldn't turn. More than once were were afraid we were stranded. When I reported that upon our return I was informed that the Ford Focus would do that I just had to pull it out a little and then try to turn it. It was a horrible experience from start to finish and the $100 I saved was not was by no means worth the misery we experienced. I will never rent from Payless nor will I recommend them to anyone else ever again. Shari Bookwalter

Shirley, IN 47384